PMD-20 6.1 Student Assessment

Student Assessment
Qualification details: BSB50820 Diploma of Project Management

SBTA internal reference: PMD-20_6.1_Team effectiveness
Units of competency: BSBTWK502 Manage team effectiveness
Student’s ID: 54162 GASPAR, MARIA AYANA
Assessor’s name: MONICA OSTIN
ASSESSMENT TASK 1: RESEARCH AND KNOWLEDGE QUESTIONS

Assessment task instructions:
This is the first assessment task consisting consists of research and 10 written questions. You must complete both parts
successfully to gain a “Satisfactory” outcome.
Purpose of the assessment task:
The purpose of the assessment task is to assess your knowledge in the following topics:
 impacts of group dynamics on team performance
 methods of establishing team activities including communication processes
 strategies that can support team cohesion, participation and performance
 strategies for gaining consensus
 issue resolution strategies.
Assessment conditions and resources:
Assessment will be conducted in a safe simulated environment where you will have access to documentation, information and
resources on workplace.
Questions:
1.1. Research and answer the following: GUIDE: 80+ words
a. Explain the term ‘team/group dynamics’?
b. How can you recognise the team/group dynamics?
c. How can the team/group dynamics support or hinder team performance?
a) Team dynamics are like the intricate dance of unseen forces within a team, orchestrating the interplay
among diverse individuals or subgroups. Much like the currents beneath the surface of a tranquil river,
team dynamics remain hidden yet possess the power to profoundly shape how a team responds, behaves,
and ultimately, achieves its objectives. Their effects are akin to an elaborate tapestry woven from threads
of interaction, and deciphering the intricate patterns they create is a captivating journey into the realm of
human collaboration.
b) Team dynamics, those enigmatic orchestrators of human collaboration, often reveal their intricate
influence through a myriad of captivating forces, each a unique brushstroke on the canvas of teamwork.
•Processes/Methodologies/Procedures: The team's methodologies and procedures, akin to ancient rites

and rituals, guide its members in the art of problem-solving.
•Organizational Culture: Within the grand theater of an organization, symbols like company cars can act
as props, each bearing its own significance.
•Office Layout: The physical workspace transforms into an artist's canvas, where the layout serves as the
brushstrokes defining the team's landscape.
•Tools and Technology: The team's virtual toolbox, filled with email, bulletin boards, and information
pools.
•Personality Styles: Picture the team as a diverse garden of personalities, each a unique bloom in the
bouquet of collaboration.
•Team Roles: The team, akin to a well-rehearsed, assigns roles to its members, mirroring the intricacies of
an MTR-i script.
c) •Positive group dynamics are like the sun shining on a team and filling it with warmth and light. They
create a collaborative garden where trust, communication, skills, and knowledge grow and flourish,
creating a symphony of better team performance.
•Negative team dynamics act like ominous storm clouds that threaten the harmony of a team, leading to
discontent and a series of adverse consequences, including high staff turnover and organizational
turbulence. In contrast, positive team dynamics are like a guiding beacon, lifting team performance to
remarkable heights, enhancing profitability, and solidifying the company's reputation and culture. These
PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

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dynamics play a pivotal role in shaping the trajectory of an organization, influencing not only team
happiness but also the broader narrative of the company's reputation and culture, ultimately impacting its
success and endurance.
1.2. Outline any four (4) strategies that should be implemented in the workplace to support team cohesion,
participation and performance. GUIDE: 150+ words
1 Recruitment Considerations
When forming a team, whether by selecting individuals from the existing workforce or sourcing new talent
externally, it's important to take into account not only their technical expertise but also their capacity for
collaborative work. If an employee or potential candidate demonstrates strong technical skills but lacks the
ability to effectively collaborate with other team members, it may be prudent to reconsider their inclusion in
the team.
2 Establishing Common Goals and Targets
It's crucial that all team members align with a shared set of goals and targets. Without this common vision,
conflicts and unhealthy competition can emerge. Ideally, the process of defining the team's goals and
targets should involve active participation from all team members.
3 To foster a successful and cohesive team, it's essential to:
Empower Team Members: Delegating authority and decision-making responsibilities to the team can boost
cohesion. When team members have a sense of ownership over their tasks and goals, they are more inclined
to collaborate effectively toward achieving shared objectives.
Value Everyone's Contribution: Recognize that a team's strength lies in the diverse expertise of its members.
Each individual brings unique skills and experiences to the table, which collectively enrich the team's
capabilities
Celebrating team successes is more than just a moment of recognition; it's a grand and spirited revelry, an
exuberant carnival that follows the completion of a significant project or the achievement of a collective
goal.
Develop Trust: Trust is the foundation of effective teamwork. Without it, open and honest communication
becomes challenging. Team members may withhold ideas or opinions due to fear of judgment. Trust can
naturally grow as the team works together over time, but it can also be accelerated through trust-building
exercises and training.
4 Addressing conflicts within the team is a critical aspect of maintaining a healthy and productive team
dynamic. Constructive conflict among team members is an indicator of a thriving team. Teams that function
without any form of challenge may fall into the trap of "groupthink," where errors can occur because team
members feel compelled to conform to a particular course of action in order to preserve the team's
harmony. In essence, embracing and resolving conflicts within the team is essential for promoting
innovation and sound decision-making.
a. Explain the term “Building Consensus” in team setting. What does consensus include?
b. Explain three (3) strategies that should be implemented to gain consensus and to make sure that all
team members are given a say in making decisions and at the same time feel valued.
a) Consensus within a team is a complex orchestration, much like composing a symphony. It involves:
•The Art of Attentive Listening: Listening closely to each team member's viewpoint, akin to appreciating the
nuances in a melody.
•Conversations Sparking Creativity: Engaging in discussions that resemble the interplay of musical themes,
addressing any discord that arises.
•A Collective Agreement of Resonance: Reaching an agreement that resonates with all team members, even
if it's not perfect for any one individual, creating a composition embraced by everyone.

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In essence, consensus is not just an agreement but a harmonious composition that blends individual
perspectives into a collaborative symphony, much like musicians contributing to an enchanting
performance.
b) Crafting consensus within a team is an artful process, akin to orchestrating a symphony of ideas. Three
unique strategies are employed:
Multi-Voting Magic: Team members are like alchemists distilling numerous ideas into precious few. Each
member's limited votes, akin to mystical tokens, are cast for the most valuable ideas. This process continues
until the list is distilled to a select few, like uncovering precious elixirs.
Innovative Brainstorming: The team collaborates like artists, painting a canvas of ideas. They set aside
critique and let creativity flow freely, refining their masterpiece by organizing and prioritizing ideas,
similar to an artist selecting the perfect shades for a captivating artwork.
Nominal Group Harmony: The team functions as skilled craftsmen weaving a tapestry of ideas. After a
brainstorming session, they use small cards, like threads of various colors, to vote for their favorite ideas.
The idea with the highest point total becomes the team's choice, much like selecting a centerpiece for a
masterpiece.
These strategies ensure consensus and elevate the value of each team member's contribution, creating a
symphony of ideas that resonates with all.
1.4. Explain any five (5) strategies to resolve workplace conflict. GUIDE: MEDIUM to LONG
1 Active listening is a fundamental practice that involves giving your full attention to the speaker without
interruption. If necessary, ask clarifying questions to enhance understanding. You can also request that the
speaker rephrase or reiterate their main points to ensure clarity in communication.
2 Effective communication involves arranging a designated time and place for a focused conversation, free
from external distractions. During this meeting, ensure that each participant has ample opportunity to
express their perspectives and concerns. It's important to maintain a balanced discussion where no one
dominates the conversation or dictates the subject matter. Encourage open dialogue where each individual
can address their disagreements and share their emotions regarding the situation.
3 Address conflicts directly when they arise; don't sidestep or ignore them. Delaying resolution allows tension
to escalate, potentially exacerbating the issues. It's crucial to tackle these uncomfortable matters promptly
to prevent them from becoming deeply ingrained in daily work and relationships.
4 While your conversation may center around disagreements, it's essential to seek common ground.
Resolution can only be achieved when points of agreement are identified. The goal is to extract positives
from the discussion, ensuring that it's not solely focused on negatives.
5 If you hold a leadership role, there might be instances where you need to mediate workplace conflicts. It's
vital to remain impartial and refrain from taking sides. Your role is to facilitate the process, assisting your
employees in resolving their issues.
Additionally, a swift and genuine resolution is crucial in conflicts, acknowledging any hurt feelings and
working toward a solution that starts the process of healing. Apologies play a part in this, where you
express sincere regret for any hurtful words or actions. Equally important is the act of forgiving the other
person for their part in the conflict.
1.5. Research methods that can be used to establish team communication process to successfully plan team
activities and explain any four (4) consultation and feedback methods that can be used to establish a
common understanding of team activities to be conducted, team purpose, team roles, responsibilities and
accountabilities. GUIDE: 80+ words
1 The use of electronic communication systems, such as email and the internet, can facilitate understanding
and active participation among all team members.

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2 Both formal, pre-arranged meetings and informal, spontaneous interactions among team members play a
vital role in enhancing comprehension of tasks, responsibilities, and roles within the team.
3 Brainstorming sessions involve the collective exploration of various perspectives. Successful brainstorming
necessitates the active involvement, input, and cooperation of all team members.
4 Conducting interviews with team members, where a set of predefined questions is used to assess their
knowledge, skills, and understanding of the task, can assist in identifying individual needs and attributes.
a. When developing a performance plan, list and explain key areas which Managers and team members
should discuss prior to confirming workplace agreements?
b. Explain, why managers should apply the SMART principles when constructing KPI’s during the
development of staff performance plans. List all SMART principles and explain what the meaning of
each principle is and what activities would be performed.
a) A productive performance planning discussion should culminate in a common and mutually accepted
understanding between a Manager/Supervisor and the staff member or team regarding:
Tasks and Achievements: Clarification of the primary responsibilities, tasks, projects, or deliverables
entrusted to the staff member or team.
Work Approach: Agreement on the expected behaviors and methodologies for carrying out work, with an
emphasis on collaboration and teamwork.
Support Needs: Identification of any skill and knowledge gaps that require further development to help the
staff member achieve their goals, along with a plan for addressing these gaps.
Performance Standards: Articulation of specific performance indicators that signify successful work, such
as comprehensive consultation with colleagues, meeting deadlines, or reducing avoidable customer/service
user complaints.
Ongoing Performance Discussions: Establishing a framework for when and how additional performance
discussions will occur, ensuring continuous feedback and opportunities for improvement.
b) When crafting a performance plan, it is imperative to establish a definition of exceptional performance that
is exceptionally specific and detailed. This high degree of precision is fundamental for delivering valuable
feedback and proficiently assessing performance.
Principle What it means Things to discuss

Are the expectations aligned with your job
The expectations fall within the scope of your
Relevant responsibilities and the organization's work/business
job duties.
plan?
You have a clear understanding of the specific Questions like: What? When? Where? Who? Why?
Specific
expectations. How?
It is possible to assess the attainment of

Questions to answer like: What quantity? What
Measurable expectations, facilitated by a defined
timeframe? How often?
measurement process.
Should discuss: By what date does it need to be

Time focused A precise timeframe or deadline is in place.
completed? When is the anticipated completion date?
Should discuss: How could external factors beyond

It's feasible to realistically attain the your influence affect your work performance? Do you
Achievable
expectations for work performance. possess the necessary skills and resources to
accomplish your required tasks?
1.7. What are the benefits of developing strategies to ensure team members have input into the planning,
decision making and operational aspects of a work team? GUIDE: 100+ words

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Harnessing a diverse range of perspectives through group decision-making enhances the quality of decisions.
Delegating decisions to teams allows organizations to tap into the collective skills and knowledge of their
workforce effectively. Moreover, involving employees in the decision-making process not only elevates their
motivation, job satisfaction, and commitment to the organization but also enhances their individual drive and job
performance.
This inclusivity underscores the value placed on employees' opinions, establishing a tangible connection between
their input and the company's outcomes. It cultivates a sense of ownership among employees, propelling them to
exert extra efforts to attain desired results. Empowering employees to influence decisions concerning their work
also empowers managers and supervisors to focus on forward-thinking initiatives, thereby paving the way for
greater departmental or company achievements.
1.8. Explain, how can managers inform their team members of their job roles and responsibilities, so team
members feel accepted, supported and receive them willingly? GUIDE: 80+ words
Communication methods: To instil a sense of responsibility among team members, the Team Leader should
foster open and constructive two-way communication, enabling team members to share feedback. Furthermore,
involving team members in the role allocation process is a strategic approach to ensure their buy-in and
commitment.
One-on-one meetings initial discussions regarding role assignments should occur in face-to-face meetings,
fostering an environment where the Team Leader and team members can engage in open and candid
conversations about roles and responsibilities. It's essential to create a welcoming atmosphere where team
members feel encouraged to actively participate, openly expressing their opinions, beliefs, and preferences.
Interviews
Emails
1.9. List five (5) steps that managers can implement to communicate positive feedback to their work team
members. GUIDE: 5
1 Begin the conversation by clearly defining its purpose, which is to discuss and acknowledge the
employee's performance.
2 Describe the specific positive behavior or outstanding performance that the employee has demonstrated.
Emphasize the importance of this behavior in achieving individual and organizational goals.
3 Inquire about the factors contributing to the employee's success, encouraging them to share their insights
and strategies.
4 Actively listen to the employee's responses, showing empathy and understanding to gain a deeper
perspective on their accomplishments.
5 Conclude the conversation by expressing gratitude to the employee for their contributions and conveying
your confidence in their ability to continue delivering outstanding results.
1.10. Explain processes that can be set up to provide an opportunity for team members to raise any concerns or
issues in the workplace. GUIDE: 80+ words
 When engaging in formal one-on-one discussions with individual team members, interim performance
appraisals or reviews offer an ideal platform for these conversations. These private meetings create a
safe space for team members to address issues they might find uncomfortable discussing in a group
setting. It's vital to establish an environment that fosters a sense of safety and encouragement to
ensure productive outcomes.
 In the context of formal discussions involving the entire team, regular team meetings serve as a
valuable forum for addressing matters that impact the group collectively. Incorporating activities that
solicit input from each team member on specific issues or topics can promote comprehensive
discussions. However, it's important to note that this setting may not be the most suitable for
addressing individual issues, performance evaluations, or conflicts.
 Informal discussions, whether with individuals or the entire team, can occur spontaneously throughout

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the day, during breaks, or at social events. These casual conversations can be highly beneficial due to
their less formal nature, which often makes team members feel at ease and open to dialogue.

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ASSESSMENT TASK 2: TEAM PERFORMANCE PROJECT
Assessment task instructions:
This is the first assessment task consisting consists of research and 4 project activities. You must complete both parts
successfully to gain a “Satisfactory” outcome.
Purpose of the assessment task:
The purpose of the assessment task is to assess your ability to manage the effectiveness of at least one work team and perform
the following skills:
 provide feedback to encourage, value and reward others
 model desired behaviour and practices
 encourage and foster shared understanding of purpose, roles and responsibilities
 support team to meet expected performance outcomes including providing formal and informal learning opportunities as
needed
 develop performance plans with key performance indicators (KPIs), outputs and goals for individuals or the team which
incorporate input from stakeholders
 communicate effectively with a range of stakeholders about team performance plans and team performance
 evaluate and take necessary corrective action regarding unresolved issues, concerns and problems raised by internal or
external stakeholders.
Assessment conditions and resources:
Assessment will be conducted in a safe simulated environment where you will have access to documentation, information and
resources on workplace and team members to assist with communication activities.
Activities:
Read the Case Study and complete all activities below.
Case Study - Careers Call Centre
You are the new Customer Service Manager at the Careers Call Centre (CCC). CCC sell mobile phone and tablet
plans.
You have been assigned to manage ½ of the Centre’s Sales Teams. Your teams are;
1. Sales team A,
2. Sales team B (team B),
3. Sales team C and
4. Sales team D.
Rebecca is also a Customer Service Manager. She is looking after the other 5 teams.
The number of team members in each team depends on the team’s assigned Post Code areas, population,
customer types, community, government plans, annual records and surveys, and past sales performance.
Sales teams, A, C and D are working well within their teams. However, the smallest team, team B, is the least
effective team. The team has the lowest sales figures of all of the sales teams. Team B has only 3 sales members,
Fernando, Chaoran and Yuki.
All three sales members of team B are from different cultural backgrounds. There seems to be quite a bit of
tension between them. Team members from other teams have also complained about team B.
 Chaoran’s average sales per day are 3.5 and he has issues with Fernando. He thinks Fernando is being overly
loud and very opinionated. He believes that Fernando is trying to become the new team leader and complains
that he has no right to tell him what to do.
 Yuki’s average sales per day are 2. Yuki finds Chaoran to be very abrasive in his mannerisms and feels that
he is always angry and upset at her. This makes her not want to talk to him and she avoids him where
possible.
 Fernando’s average sales per day are 4. He feels frustrated that Yuki doesn’t speak up for herself when
Chaoran is being mean to her and feels Chaoran is stubborn; refusing help and advice.
The Centre’s Managing Director, Bill Compton, requested to have someone skilled appointed to manage the four
teams. Your responsibility is to improve the team’s efficiency and productivity. Bill requested that you start
working on improving team B first. He advised the company’s HR Manager, Bozena Vackova, to fill you in
about each team. When reviewing all notes and information for team B, you identified following:
 Communication between the three team members appears to be strained at times
 The levels of cooperation are falling
 Communication with the other teams within the organisation are also not as effective
 There is no one currently taking on a leadership role in the team

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 Prioritisation of tasks appears to occur on an ad-hoc basis
 Average individual sales are supposed to be 5 units per day and 25 per week for a full-time employee, but last
week the total sales were 50 (10 for Yuki, 25 for Fernando and 15 for Chaoran)
In addition to the review of each team’s performance you identified that the company has inconsistent systems in
place. Team members have no input into the team’s planning, decision-making about general operational aspects
they perform. There is limited support provided to the team members for them to achieve their goals and meet
organisational objectives.
Team meetings are held on quarterly basis. Managers have input into the planning, decision making and
operational aspects of team members performance and the support or the training that the they need. Based on the
feedback, the training sessions are organised to teach them about the products but no other training is planned and
there is no input from the team members about identifying training needs.
While each of the team members were selected for their role on the basis of demonstrated skills and expertise,
they seem unable to work together effectively.
Your initial role, therefore, is that of trouble shooter, problem solver and team facilitator.
You need to bring this group of people together to form a cohesive, effective and productive team and to make
sure that the organisational goals, plans and objectives are well understood by them, and that there is a common
understanding of team purpose, roles, responsibilities and accountabilities.
The organisational goals, plans and objectives are as follow:
Organisational goals
 A sustainable workplace environment.
 Meet or exceed call centre metrics while providing excellent consistent customer service.
Organisational objectives
 Improving sales and recommendations for products and services better suit client needs.
 Building lasting relationships with clients and other stakeholders based on trust and reliability.
 Improve support for team members regular feedback on performance.
 Improve conflict resolution between members
 Focus on the efficiency of the organisation, not the effectiveness of the individual
 Continuous professional development and training of employees
 Continuous gathering of internal and external feedback from all stakeholders for improvement of workplace
processes better.
 Impower customer service staff to handle customer issues and trust them to do the right thing.
Key performance indictors
 Average sales per day
 Compliance with all company policies and procedures
 Achievement of sales targets
To successfully complete this assessment task, you will be communicating and interacting with others to
demonstrate your ability to build and maintain effective workplace relationships.
Please note that team working skills and oral communication is a requirement of this unit. The unit was
approved by the Australian Government and therefore this task must include communication skills. For you to
demonstrate oral communication skills and how you interact with others you will be able to select
communication process that will provide the easiest pathway for you to complete this task.
If you need assistance with selecting the most suitable option for you to demonstrate your oral communication
ask your assessor who will help. Your assessor will be required to complete a checklist and provide you with
feedback about your communication skills and how you interact with others.

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Demonstrating Practical Skills
practical activities (role-plays, meetings, information, evidence) who is in my team?
time
date: Communication MUST be saved and reviewed by your assessor Student ID Names
:
Face to face in front of the assessor or recorded and uploaded
meeting with stakeholders (notes taken during the meeting and
recorded in the Communications Report)
MS TEAMS (online meeting with stakeholders, recorded and Maria Ayana
54612,
10/2 uploaded, notes taken during the meeting and recorded in the 46040, Gaspar, Jessica
Communications Report) PANGILINAN,
1/20 1pm 49991,
Poorida
23 42224
Combination of MS TEAMS and emails (recorded and SONNUCH
collected and recorded in the Communications Report)
Utilising workplace or other suitable colleagues (recorded on
handheld device e.g., mobile or tablet and collected and
Please note that all communication, texts or SMS must be recorded or images taken and copied and pasted in
spaces provided. All students must use SBTA student emails only.
2.1. Read the following scenario, which is based on the Case Study, Careers Call Centre, and participate in the
communication activity.
 You will take up the role of the manager in the scenario.
 At the end of communication activity, you will be completing and developing a Team Learning Plan.
Scenario 1
You will play the role of the new manager and participate in a role play. The aim of the role play is for the
manager to establish a mutual understanding of the team’s purpose, roles, responsibilities and accountabilities.
Your trainer/assessor will allocate the role of the team members (Fernando, Chaoran and Yuki) to the students in
the class. If there are insufficient number of members in the class, then your trainer/assessor will play multiple
roles and switch the role based on the requirements of the role play.
During the role play:
 Fernando will: Complain that Yuki doesn’t speak up for herself when Chaoran is being mean to her and feels
Chaoran is stubborn; refusing help, advice.
 Chaoran will: Complain that Fernando is overly loud and being very opinionated. He believes that Fernando
is trying to be the acting team leader and trying to tell him what to do.
 Yuki will: Complain that Chaoran to be very abrasive in his mannerisms and feels that he is always angry and
upset at her.
You (the manager) will be required to:
 Gain trust and confidence of team and provides feedback to them in forms that they can understand and use.
 Adapt personal communication style to build positive working relationships and to show respect for the
opinions, values and their needs.
 Demonstrate high level conflict resolution skills and ability to engage and motivate others.
 Establish a common understanding of team purpose, roles, responsibilities and accountabilities in accordance
with organisational goals, plans and objectives
 Provide support to team members to achieve expected performance outcomes
 Take notes during and from the meeting so you can complete a Team Development (learning) Plan.
The communication activity must cover the following points:
 Discussion about team purpose, roles, responsibilities and accountabilities as per the organisational goals,
plans and objectives.
 The Operations Director, Eric Northman, is aware of your meeting and any issues raised and requested that
you complete a report and keep him posted on how you are progressing.
Note: your Director (the assessor or someone appointed by the assessor) will give you feedback on your
completed documentation when you submit your work.

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a) During the communication activity you must take notes which you will use to assist with the
development of the Team Development and Improvement Plan. Use the space below for your notes.
GUIDE: copy and notes from communication
Use the space below to collect information from your communication and consultation activities:
Notes taken during Students can use this space to take notes, they can be typed or handwritten or collected
communication with and copied in here.
the team
If student and assessor agreed to follow up the oral communication via emails then the student is to use the
following table to collect, copy and paste any additional information from the team received via emails or other
social media (e.g., use of MS TEAMS SMS function)
Email / comments sent If students chosen an option to use their student SBTA emails to collect and
to the team communicate the students email that sent to the team must be inserted in this space. If
not relevant, please leave empty or insert NA
Copy and paste emails If students chosen an option to use their student SBTA emails to collect and
or SMS’s received communicate the student must copy and paste responses received from the team. If not
from the team relevant, please leave empty or insert NA
b) Once you completed your communication activities (and the communication process) with the team,
you are to use the following template of a Communications Report and complete it. GUIDE: 200+
words
In your report you must address the following points and also opportunities on improvement for each:
 Teams understanding of workplace and team goals
 Team member support
 Strategies for Team member input
 Responsibility for own work
 Mutual support
 Dealing with issues
COMMUNICATIONS REPORT
Report name TEAM DEVELOPMNET and IMPROVECMENT Date: 10/23
PLANNING (Team learning plan)
Communication 51462 Report completed Student ID and name:
leader Maria Ayana Gaspar by:
Attendees Student Fernando Chaoran Yuki
names /
49991, POORIDA GASPAR, 51462 46040, JESSICA
IDs
Purpose of planning The main objective of planning is to establish a shared consensus and comprehension
of the goals while implementing operational procedures to steer the organization
toward their accomplishment.
Communication and Record of comments collected
discussion points
1. Understanding of goals
Do all team members This anticipated outcome is anticipated to materialize following the strategic steps,
clearly understand including planning and execution. It will be accompanied by a shift in team members'
purpose and goals of behavior as they gain a comprehensive grasp of the team's goals and objectives. This,
the team? in turn, will lead to increased sales and enhanced overall productivity.
How is this expected to Achieving a collective agreement within the team is essential for cohesiveness and
be achieved? alignment. This agreement helps team members share a common vision and purpose,
which in turn, enhances their ability to work together effectively.
What opportunities can Develop a profound understanding of diverse religious, familial, and cultural

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you identify for backgrounds to cultivate harmony within the team.
improvement? Pay attention to the diverse communication styles that team members with varying
personalities bring to the table.
Address and overcome language barriers to ensure effective communication.
Implement team-building sessions as an integral part of the strategy.
2. Team member support
Are team members At present, there is a lack of established mechanisms aimed at offering assistance and
provided with the guidance to team members in their pursuit of achieving the team's desired outcomes.
support required to
achieve team
outcomes?
What support is usually Currently, the team convenes for quarterly meetings during which team leaders
provided? engage in discussions concerning team members' performance and their training or
support requirements. These meetings serve as a basis for organizing training
sessions, primarily driven by the feedback from team leaders, with minimal input from
the team members themselves.
How can team Encouraging team members to voice their concerns is essential. Implementing one-on-
members be supported one sessions for them to openly discuss their issues is a valuable step, followed by
more effectively? taking concrete actions to address their concerns.
Furthermore, it's advantageous to organize team-building sessions that facilitate an

understanding of diverse cultures, promoting cultural sensitivity and unity within the
team.
3. Strategies for Team member input
Are team members Team members are currently not actively involved in shaping the team's planning,
given sufficient decision-making, and overall operational facets, with their input largely absent from
opportunities to these crucial processes.
provide input into
planning, decision-
making and general
operational aspects of
the team?
How is this currently As it stands, sole input into the team's planning, decision-making, and general
done? operational aspects is contributed by team leaders, leaving the participation of other
team members largely unexplored.
What opportunities can Empowering team members to actively contribute to the planning, decision-making,
you identify for and operational dimensions of the team is vital for fostering a sense of belonging and
improvement? inclusion. Such involvement not only strengthens their connection to the team but also
has the potential to elevate their performance to new heights.

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4. Responsibility for own work
Are team members No, team members are not receiving adequate encouragement to take ownership of
encouraged sufficiently their individual work responsibilities.
to take responsibility
for their own work?
KPI’s/Targets/Goals The daily sales performance, indicating the average sales generated per day.
for each team member Adherence to all company policies and procedures to ensure operational compliance.
(minimum two) Attainment of specified sales targets as a key performance indicator.
How is this expected to Currently, training sessions are exclusively structured based on feedback from team
be achieved? leaders to the management, with limited input from the team members themselves.
What opportunities can Training sessions are currently developed solely based on insights and
you identify for recommendations from team leaders to the management, with minimal engagement
improvement? from the team members in this process.
5. Mutual support
Do team members It did not.
assist each other in
undertaking required
roles and
responsibilities?
What current policy or At the moment, there is an absence of established policies and documentation within
document makes this the current framework.
expectation?
What opportunities can Foster a culture of individual accountability and mutual support among team
you identify for members, empowering them to take ownership of their tasks and provide assistance
improvement? when necessary. Consider organizing brainstorming sessions to promote creative
problem-solving.
Additionally, it is essential to create robust policies and procedures that not only
encourage team members to shoulder responsibility for their own work but also
facilitate cooperation in fulfilling the required roles and responsibilities of the team.
6. Dealing with issues
Are issues, problems or No issues or problems in team.
concerns that arise in
the team environment
generally resolved
successfully?
What policy or Establish guidelines and protocols to facilitate team building activities, create a
procedures should be in framework for efficiently resolving disputes within the team, implement policies and
place? procedures promoting anti-discrimination and equal employment opportunities, define
a structured approach for managing employee performance and disciplinary actions,
establish a comprehensive framework for addressing issues related to bullying,
harassment, and discrimination, and formalize protocols for addressing employee
grievances and concerns.
What opportunities can The current team environment lacks established policies and procedures for
you identify for addressing issues, problems, or concerns. It is imperative to initiate the development of
improvement? comprehensive guidelines to effectively manage these situations and promote a
harmonious team atmosphere.
Identify who you Consultation took place involving both the company owner and employees,

Page 12 of 30
consulted with when highlighting the significance of seeking their insights on various aspects and
undertaking this review operations of the company and the team. This inclusive approach ensures that their
and describe how you perspectives are considered across the board.
consulted with them.
7. Feedback/Gap analysis given to each team member (minimum of two points each)
Chaoran: He displays noticeable arrogance and a lack of cooperative spirit, lacking a sense of
collaboration and humility.
Yuki: While his sales strategy appears to be a weak point, he also exhibits a somewhat
underdeveloped personality, contributing to his challenges in the sales domain.
Fernando: Despite his strong self-confidence, there seems to be a notable absence of a
cooperative attitude in his approach.
2.2. Using feedback from the consultation process with your team, you are now required to develop and
document a Team Performance Development / Improvement Plan. GUIDE: 200+ words
 Fill in the team performance improvement plan template below, take into consideration the expected
outcomes, outputs, key performance indicators (KPIs)and team goals.
 The plan is to be forwarded to your Director, Eric Northman, and the company’s HR Manager,
Rebecca Smith.
TEAM PERFORMANCE DEVELOPMENT / IMPROVEMENT PLAN
Name of unit/department/team CCC - Team B Report date 10/2023
Report developed by 51462 Maria Ayana Gaspar Approved Director of Operations
Eric Northman
The purpose of this Team Performance Development and Improvement Plan is to define serious areas of concern,
gaps in work performance, reiterate the organisation’s expectations, and allow the team the opportunity to
demonstrate improvement and commitment.
Individuals involved Fernando Chaoran Yuki
Student name/ID Student name/ID Student name/ID
51462, gaspar
Areas of Concern: Identify and outline the specific issues related to an employee's
underperformance or behavior and elaborate on the repercussions,
including their impact on colleagues, the organization, as well as clients
and customers.
Observations, Previous Summarize the dates and times when you have previously tackled these
Discussions or Counselling: concerns in the recent or pertinent past. When appropriate, refer to and cite
previous documents as a point of reference.
Step 1: Improvement Goals: These are the goals related to areas of concern to be improved and addressed:
1 Mitigate the impact of cultural disparities among team members.
2 Offering avenues for team members to contribute their insights and perspectives to shape planning,
decision-making, and the overall operational dimensions of the team.
3 Establish comprehensive policies and procedures to effectively address issues, problems, or concerns
that commonly arise within the team environment, ultimately leading to successful resolutions.
Step 2: Activity Goals: Listed below are activities that will help the team reach each goal:
Goal # Activity/Strategy How to Accomplish Start Projected
Date Completion Date
1. Initiate informative sessions An external consultant, such as 10/23/2 11/03/2023

designed to delve into the yourself, is tasked with 023

Page 13 of 30
dynamics of cultural distinctions developing and disseminating
and provide effective strategies these policies and procedures to
for managing them. the team members.
Implement extracurricular team-

building activities to enhance
unity and cooperation within the
team.
2 Conduct team meetings to Bi-weekly or monthly meetings 09/18/2 10/23/2023
actively seek and incorporate scheduled as part of the routine. 023
team members' input into the
planning, decision-making, and
overall operational facets of the
team, fostering a collaborative
environment.
3 Organize informative sessions Team leaders will assume the role 09/01/2 09/18/2023
that shed light on cultural of facilitators for these sessions. 023
variations and offer guidance on
effectively navigating them.
Plan additional team-building

activities outside the regular
curriculum to enhance team
cohesion.
Step 3: Resources:
Listed below are resources available to the team to complete the Improvement activities (may include other
people’s time or expertise, funds for training materials and activities, or time away from usual responsibilities.)
1. Special sessions are to be organized to effectively communicate the policies and procedures designed
to address the team's concerns and issues.
2 Team meetings, bolstered by the backing of management, will facilitate the delivery of training
sessions.
3 Team leaders will lead the sessions, organize additional extracurricular activities, with financial
support allocated by the management.
Management Support:
List below are ways in which the manager/team leader will support the Improvement activities.
1. Offering training and coaching programs aimed at bridging cultural differences and facilitating team
building activities. Periodic assessments of team cohesion will be regularly undertaken.
2. Planning brainstorming sessions to tackle various issues, including a focus on anger management
solutions.
3. Organizing team meetings as a platform to emphasize the significance of valuing employee input and
perspectives.
Step 4: Expectations: The following performance standards must be accomplished to demonstrate progress
towards achievement of each Improvement goal:
1. Collaborating with fellow team members to collectively attain objectives and reach target
achievements.
2. Ensuring adherence to established policies and procedures.
Demonstrating a proactive willingness among team members to contribute to the planning and
decision-making processes.
3. Successfully meeting sales targets.

Page 14 of 30
Step 5: Progress Checkpoints: The following schedule will be used to evaluate the team’s progress in meeting
the Improvement activities.
Goal # Activity/Strategy Checkpoint Date Type of Follow- Progress Notes
up Expected
(memo/call/
meeting)
1. Formulate and 11/07/2023 Meeting Strengthening Offer specific
effectively team cohesion instances as
disseminate and collaborating illustrations, and
policies and effectively as a select your
procedures unified group to vocabulary
designed to reach goals and thoughtfully.
resolve and achieve targets.
manage issues,
problems, or
concerns that
have been raised
by employees.
2. Conduct team 11/25/2023 Meeting Encouraging Generate a positive
meetings to team members to influence on
collect input engage in open employees.
from team communication
members during meetings.
regarding the
planning,
decision-making,
and overall
operational
dimensions of
the team.
3. Plan informative 12/10/2023 Meeting Compliance with Comparing the
sessions focused established advancement of
on elucidating policies and ongoing projects.
cultural procedures.
differences and
effective
strategies for
managing them.
Additionally,
organize
extracurricular
team-building
activities within
the team.
Follow-up Updates: You will provide feedback on the team’s progress according to the following schedule:
Date Scheduled Activity Conducted By Completion Date
12/11/2023 Progress review Maria Ayana 12/11/2023
Gapar
Timeline for Improvement, Consequences & Expectations:
Explanation and reasoning  Effective immediately, the team is placed on a 90-day PIP.
 During this time, all team members will be expected to make regular progress
on the plan outlined above.

Page 15 of 30
 Failure to meet or exceed these expectations, or any display of gross
misconduct will result in further disciplinary action, up to and including
termination.
 In addition, if there is no significant improvement to indicate that the
expectations and goals will be met within the timeline indicated in this PIP,
employment may be terminated prior to 90 days.
 Failure to maintain performance expectations after the completion of the PIP
may result in additional disciplinary action up to and including termination.
Employ Fernando has enhanced his rapport with his Date: 12/12/2
ee fellow team members and has evolved into a 023
Fernan significant mentor, providing development
do and support to his team.
Employ Charoan has excelled by boosting his weekly Date: 12/12/2
ee sales figures by an impressive 10 units, 023
Chaor effectively reaching the organization's target
Confirmation of
an of 25 sales per week.
understanding and
stakeholder compliance Employ While Yuki is currently on probation, her Date: 12/12/2
with the plan: ee substantial progress is evident in the 023
Collected confirmation Yuki notable increase of her weekly sales
from relevant employees, target by 5 units. Her unwavering
managers and other dedication is demonstrated through her
stakeholders focused endeavors to improve her
customer communication and product
knowledge.
Develo Teacher Date: 12/12/2
per 023
Manag 51462 Maria Ayana Gaspar Date: 12/12/2
er 023
Confirmation
correspondence
2.3. You are now required to develop and facilitate team cohesion. Read the scenario, complete all activities
below and use the template provided and address points a, b and c. GUIDE: 200+ words
Scenario 2
During the discussion with the team members, you came to know that the team member’s issues were never
discussed before, and neither were they addressed. The team members told you that their inputs have never been
valued and that has also led to change in their behaviours toward work and downfall in their performance.
You discovered that there had been no strategies, policies and procedures and processes to develop and facilitate

Page 16 of 30
team cohesion. You have discussed these matters with Eric Northman the Director of Operations.
After the discussion, he allocated you the task to develop strategies, policies and procedures and processes to
improve and facilitate team cohesion.
a) Develop strategies that ensure that team members participate in planning, decision making and
operating activities.
Strategies must include:
 Roles and responsibilities
 Training and development activities
 Mentoring and 'buddy' systems to support team members in providing input
 Strategies must also include strategies to ensure that team members feel that they are a part of the
organisation and that their input is valued.
b) You must now develop processes to make sure that issues identified by team members are recognised
and addressed.
Create a matrix of issues and concerns and distribute them to top management for their inputs on how
to address the situation.
c) Develop policies and procedures to:

 Ensure that team members take responsibility for their work.
 Assist others to undertake the required roles and responsibilities.
 Policies and procedures must include Standard Operating Procedures (SOP’s)
Strategies to ensure that the team members participate in planning, decision making and operating
activities
Roles and Fostering a culture that actively promotes team members' involvement in shaping the
responsibilities planning and decision-making processes is paramount. Moreover, it's essential to delve
(Any three) into the skills, latent potentials, and personal ambitions of your current staff, even delving
into less-defined attributes like leadership qualities.
Simultaneously, a thorough analysis of the alignment between existing skills and the
specific needs of the business is crucial. This assessment allows for the establishment of
clear priorities in terms of acquiring any missing skills essential for the organization's
growth and success.
Training and Engaging in productive brainstorming sessions encourages the collective generation of
development innovative ideas and solutions within the team, fostering a culture of creativity and
activities problem-solving.
(Any three)
Coaching initiatives provide individualized guidance and support to team members, aiding
in their skill development, goal achievement, and overall professional growth.
Mentoring relationships establish a platform for seasoned team members to share their
knowledge, experiences, and insights with less experienced colleagues, ultimately
cultivating a nurturing environment that promotes skill development and personal growth.
'Buddy' systems to It involves pairing them with an experienced colleague, usually during their initial weeks
support team or months in the position, it called buddy system is a valuable onboarding approach aimed
members in at helping new employees integrate smoothly. This procedure should be thoroughly
providing input documented, clearly defining the buddy's responsibilities and the key areas to address
(50-100 words) during this introductory phase. Furthermore, the buddy system facilitates knowledge
exchange, enabling the new employee to share project management expertise, tools,
insights, and techniques acquired from previous roles, thus fostering ongoing
organizational enhancement. It also offers a confidential channel for the new employee to
provide feedback on the onboarding process's effectiveness.
Strategies to make Ensure that issues raised by employees are promptly addressed and resolved to
sure that the team demonstrate the organization's commitment to their concerns.
members feel that

Page 17 of 30
they are a part of Actively encourage and engage employees in the decision-making processes and provide
this organisation them with consistent updates on relevant developments and changes within the country,
and their input is promoting transparency and awareness.
valued.
(Any five) Cultivate a spirit of teamwork and collaboration among team members, fostering a
cooperative and unified environment to enhance productivity and achieve common goals.
Responsibility Matrix of Issues and Concerns
As team members, it is our responsibility to diligently carry out all tasks assigned by our team leader or
manager, ensuring they are completed promptly and meet the highest quality standards. Additionally, we must
work collaboratively with our fellow team members to collectively achieve our daily, weekly, and monthly
targets. Furthermore, active participation in team meetings, where we can openly voice concerns and contribute
valuable suggestions for ongoing enhancement, is vital to our shared success.
Distribution chart
Policies and procedures

Make sure that the team members take responsibility of their work. (GUIDE: 100+words) Detailed explanation is
required for management and team members to understand all responsibilities.
Core Team Manager Roles and Responsibilities:
•Facilitating task completion among employees to ensure the business meets its targets.
•Formulating plans and setting clear objectives for the team.
•Conducting performance assessments for team members.
•Supporting employees in their training and development initiatives.
•Management Responsibilities:

Page 18 of 30
Define a clear purpose, goals, and expectations for the team.
•Cultivate trust and camaraderie among team members.
•Regularly conduct planning and review meetings.
•Monitor how team members allocate their time.
•Provide effective coaching to nurture team growth and success.
Team Member Responsibilities:

•Diligently execute all tasks assigned by the team leader or manager, ensuring they are completed on time and
maintain high quality standards.
•Collaborate with team members to collectively achieve daily, weekly, and monthly targets.
•Actively participate in meetings, confidently voicing concerns and contributing suggestions for continuous
improvement.
Assist others to undertake required roles and responsibilities. (GUIDE: 100+ words) Detailed explanation is
required for management and team members to understand all responsibilities.
Inspire your team members to be actively engaged by inviting their valuable input and recommendations for
enhancing processes. Approach them with questions, attentively listen to their responses, and, whenever feasible,
put their solutions into action. Content and motivated employees contribute positively to the team, spreading
their enthusiasm like wildfire.
You can facilitate this by:
•Sharing your vision with them.

•Involving employees in goal-setting and collaborative planning.
•Explaining the rationale behind decisions and tasks.
•Empowering them to choose their preferred methods.
•Delegating not only work but also authority.
•Extending trust to them proactively.
•Encouraging them to be proactive in solving their challenges.
•Holding them accountable for their contributions.
d) Complete the self-assessment checklist
Student’s self-assessment checklist
Points to check Completed yes
or no
Lead a communication process and collected feedback from individual team members Yes
Completed communication process via a role-play and other forms of communication with all Yes
team members to obtain information from the team
Completed the communications report and addressed all points discussed with relevant team Yes
members and stakeholder
Developed strategies to improve team members’ performance and practices Yes
Used collected information and developed the Team Performance Development / Yes
Improvement Plan
Communicated and informed the team members of the plan and sought feedback Yes
Ensure that you collect feedback from your assessor. The assessor checklist for this task is behind assessment
task 2.
2.4. Read the following scenario and communicate with individual team members as required by the scenario.
Use the table below to again select the best communication process. Your assessor who will help you select
the best option for you to complete this activity successfully. Your assessor will observe your skills and
provide feedback.
Scenario 3

Page 19 of 30
Three months after the learning plan was implemented you have noticed a significant improvement in the overall
performance of your sales team.
 Sales are now, on average 27 units for each team member, per week, above the overall average.
 The team is a lot closer and works together to solve issues and problems that arise. Chaoran has become far
happier and protective of his teammates. Fernando and Yuki have both commented that now he has accepted
them as part of his social group, he is a very loyal and helpful, sometimes becoming slightly overprotective
especially of Yuki. He has had some heated exchanges with other sales teams, and they have stopped
harassing her since.
 Your team has begun to emulate your positive behaviour.
 Yuki is still struggling with her sales volume, and this has been identified as being a part of her quiet aptitude
(though she has improved somewhat from observing your methods of dealing with customers). She believes
she would benefit from further training.
Demonstrating Practical Skills
practical activities (role-plays, meetings, information, evidence) who is in my team?
date: time: Communication MUST be saved and reviewed by your assessor Student ID Names
Face to face in front of the assessor or recorded and uploaded
meeting with stakeholders (notes taken during the meeting and
MS TEAMS (online meeting with stakeholders, recorded and
uploaded, notes taken during the meeting and recorded in the GASPAR,
Communications Report) 51462 MARIA
AYANA
Combination of MS TEAMS and emails (recorded and
collected and recorded in the Communications Report)
Use workplace or other suitable colleagues, record your
exchange and upload with this task.
Please note that all communication, texts or SMS must be recorded or images taken and copied and pasted in
spaces provided. All students must use SBTA student emails only.
a) In your role as manager, you are to encourage, value and reward individual and team efforts and
contributions.
Three fellow students will play the roles of Chaoran, Yuki, Fernando and will discuss the concerns
mentioned in the case study and discuss how it affects them when they are dealing with a customer.
Your assessor will provide feedback on this activity. Please ensure that your assessor completes the
assessor observation checklist behind this assessment task.
To successfully complete this activity, you are to:
1. encourage your team members (Chaoran, Yuki, Fernando) to take responsibility for team activities
2. encourage, value and reward the team members
o communicate the strengths of each team member and how his/her contribution is helping the
organisation to achieve the organisation’s and team’s goals
o communicate about how the teamwork can lead to providing better customer service
3. encourage them to adapt and improve the teams internal and external communication processes
o Encourage each team member to participate in meetings and discussions
o Explain the importance of teamwork to achieve success
o How teamwork can improve effective communication
o How to take responsibility for team activities
4. support the team by identifying and resolving the work performance issues
o Actively listen to the team member concerns and issues
o Provide the required resources to perform the task
o Provide facilities and create an environment that supports the team to achieve their goals
5. as their role model, support the team during the entire process, and:

Page 20 of 30
o communicate with team members in a professional manner
o make sure you set high standards for you and your team
o do not discriminate or do not use discriminatory language
6. Use the following available space to collect comments and feedback from the team which you will
use to insert into your report. GUIDE: 150+ words
Students will be inserting any feedback, points discussed and collected. If some of the information is
collected via emails, SMS using TEAMS then all must be pasted in this space.
This information will assist each student with the development and information for the report.
Answers may vary. Student will be assessed for their knowledge of concepts related to: Facilitating
teamwork and any Legislations which are relevant to the scenario. Each student will swap roles and
get the chance to perform the other roles. Students are to demonstrate:
 Leadership and communication skills
 Listening and questioning techniques skills to confirm understanding and to engage the audience
 Adaption of personal communication style to suit the environment, circumstances and audience.
b) Use all information collected from all your communication with the team and management and develop
and completed a written report which must be forwarded to, Eric, the Operations Director.
When developing your report, you must comply with the company Style Guide. GUIDE: LONG
The report must include:
1. feedback you have observed and received from your team and the progress they have made
2. current unresolved issues within the team and strategies that you plan to take, with consultation, to
solve these issues
3. five (5) steps to encourage team members to participate in team activities.
4. three (3) ways to support team members while resolving work performance problems.
5. give (5) factors to consider while serving as a role model for team members.
6. methods and tools to develop open communication processes with all stakeholders.
7. steps to follow while communicating information between management and team members.
8. tools and procedures for communicating unresolved issues, concerns and problems raised by team
members and follow up procedures with management.
9. analyse unresolved issues, concerns and problems raised by team members and suggest corrective
actions for them.
10. review and use the CCC Style Guide.
Careers Call Centre
CCC Style Guide

All company documents included the name of the author – LHS of version number and issued date
Use of logo: must be at the top all college documents
Font: Arial or Arial Narrow, Calibri or Calibri Light, Cambria
Font size: Main heading (e.g. chapter or Cover headings) – 14 pts or 16 pts
Other headings – 12 pts
Main text or document body – 10 pts
Font formatting: Headings - Bold
Other headings (paragraphs) – italic or underlined (as suitable)
Font colour: Headings – black (or suitable colour)
Main text or document body – black (or suitable colour)
Bullets: bullets and numbering (as suitable, same size and colour as associated font)
Special notes: Special information or points of interest can be underlined or italic
Mandatory information which must be at the bottom of all college documents:

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Version: All documents must list: version number and date of issued - RHS of author name
Registration info: ACN: 45 7897895 | ABN: 7897895
Address info: 2/401 Sussex St. Sydney NSW 2000 Australia, email: [email protected], Phone: 02
9876456
Note: All employees MUST use company’s provided documentation unless otherwise instructed by
management.
Use of images: Use of any workplace images must be approved by management.
Self-assessment checklist
When you complete all of the above activities, review all your work, fill in the self-assessment checklist to
ensure you have completed everything prior to forwarding the report to management.
Student’s self-assessment checklist
Points to check Completed
yes or no
Selected an appropriate communication option to communicate the individuals and the team YES
Communicated and collected relevant feedback from all individuals and the team YES
Completed the report which was styled as per CCC (company) style guide YES
Included five (5) steps to encourage team members and individuals to participate in team
activities. YES
Included three (3) ways to support team members while resolving work performance
problems. YES
Included Five (5) factors to consider while serving as a role model for team members. YES
Identified methods and tools to develop open communication process with all the
stakeholders YES
Identified steps to follow while communicating information between management and team
members YES
Explained tools and procedures for communicating unresolved issues, concerns and
problems raised by the team members and follow up procedure with the management.
activities and supporting them in identifying and resolving work performance problems. YES
Analysed unresolved issues, concerns and problems raised by team members and suggest
corrective actions for them. YES
Saved the document with appropriate version details YES
c) Once you have prepared a team progress report you are now required to communicate with the
Operations Director, Eric and the Customer Care Manager, Rebecca. GUIDE: 250+ words
1. Select the best communication method and approach for you to complete this activity that will best
suit your circumstance and the scenario.
2. Prepare and agenda and email it to the Director and the Customer Care Manager, include any
unresolved issues, concerns and problems raised by Chaoran, Yuki and Fernando (team members)
with the Director, Eric Northman, and Customer Care Manager, Rebecca Smith.
AGENDA Name Date: 10/ 23/23
Organiser 51462 GASPAR, MARIA AYANA Completed by: Student ID and
name:
Attendees Eric Northman Director of Operations Team B Meeting
Names, job titles and Participants: Team B and
emails inserted representatives from all other teams.

Page 22 of 30
Meeting Objective: Enhancing Team
Collaboration and Productivity
Agenda:
Before the meeting, all participants are
encouraged to review past group
performances.
•Review Past Performances

•Discuss Topics Requested by the Sales
Team
•Present the Latest Issues •Affecting
Team Members
•Gather Feedback from Employees
•Recap Decisions and Outline Next Steps
Rebecca Smith Customer Care Manager
Mode of SEND EMAIL AND MEETING
communication
selected
Purpose of the Students are to insert a short overview explaining why this form is needed.
Agenda
Communication and discussion points
3. Review any completed report and documentation which you can refer to during your
communication with Eric and Rebecca
4. Take notes using the space below notes and discuss / communicate:
o all the unresolved issues as given in case study thoroughly
o the impact these issues will have on the customer service
o evaluate the situation with Eric and Rebecca
o suggest necessary corrective actions regarding the unresolved issue
o ask their view of the suggested actions and receive their feedback
o ask if they have any issues, concerns and problems
The primary role of the agenda is to provide In the context of our higher-level business plan, I
participants with a comprehensive framework will take on the following roles and contributions
for the meeting. for the upcoming year:
 Specifying task leadership and time Objectives: Driving revenue growth, optimizing
allocation for each stage. Having this internal processes, and enhancing customer
guidance in advance and during the meeting satisfaction.
is pivotal or its smooth and productive Responsibilities: Overseeing the marketing
progression. department, launching new product lines, and
implementing cost-saving strategies.
 Your Conduct and Behaviors - How Key Activities: Conducting market research,
Will You Execute Your Tasks and Interact monitoring marketing campaign performance,
with Others? and streamlining workflow processes.
My focus for improvement this year will be on
 Knowledge and Skills - What enhancing the efficiency and effectiveness of our
Resources and Abilities Are Essential for marketing campaigns.
Excelling in Your Role?
My role requires adhering to specific values and

Page 23 of 30
 How Can You Evaluate Your behaviors that are pertinent, including:
Performance Effectively?
Upholding ethical conduct and integrity, as
 Support Needed outlined in the ACTPS Code of Conduct.
Fostering a collaborative and innovative team
 Engaging in Performance environment, in line with our team's core values.
Conversations. Consistently meeting professional standards and
industry-specific codes of conduct.
To improve my job performance, I will work on
further honing my project management skills and
encouraging a culture of innovation within our
marketing team.
Vital skills and knowledge for my role this year

include:
Advanced data analysis techniques to decipher

market trends.
A deeper understanding of emerging
technologies in our industry.
Enhanced leadership and team management
capabilities.
To develop these competencies, I have planned to
attend industry-specific workshops, engage in
leadership training, and facilitate knowledge-
sharing sessions within the team. I will apply this
knowledge through innovative project
implementations and mentorship of team
members.
Recognizing good performance in my current

role entails:
Consistently achieving or surpassing marketing

targets.
High levels of customer satisfaction and loyalty.
Streamlined marketing campaign processes and

improved overall efficiency.
Anticipated challenges that my manager should

be aware of include:
Navigating evolving market dynamics.
Adapting to industry regulations and compliance
requirements.
Ensuring alignment with the company's
sustainability initiatives.
I will require access to current market research,
additional budget allocation for training, and a
flexible work environment to address these
challenges effectively. My manager's support in
resource allocation and staying informed about

Page 24 of 30
industry developments will be crucial.
Performance discussions with my supervisor will

be conducted quarterly, with additional check-ins
as needed. These meetings will be opportunities
to assess progress, address challenges, and set
new objectives. Our discussions will encompass
performance against key performance indicators
and areas for improvement.
5. Evaluate and take necessary corrective actions regarding any unresolved issue/s
6. Use the Communications Report and
7. Email the completed copy of the completed report to Eric and Rebecca so they have the outcome
of the communication to review.
COMMUNICATIONS REPORT (minutes from meetings and communication information collected)
Report name Date: 12/12/2023
Communication 51462 MARIA AYANA GASPAR Report completed 51462 MARIA

leader by: AYANA GASPAR
Attendees Student Eric Northman Rebecca Smith NA
names /
IDs
Purpose of this report This form is a vital tool in promoting the seamless flow of information and
understanding within our organization. Effective communication is the cornerstone
of enhanced productivity, collaborative team efforts, and improved performance. It
empowers employees and stakeholders to work cohesively, leading to quicker and
more efficient results while mitigating potential workplace conflicts. By fostering
clear and open communication, this form plays a pivotal role in advancing our
organizational goals and ensuring everyone's contributions are acknowledged and
understood.
Discussion points Record of comments collected
unresolved issues The persisting concern revolves around Yuki's below-target sales performance and
the strategies she employs to bolster her sales figures.
the impact these issues Overcoming Personal Characteristics: Addressing individual traits such as
ineffective listening habits, a tendency to lose sight of key priorities, insufficient
effort, and inadequate preparation for sales presentations are significant factors
contributing to subpar sales performance.
corrective actions
Etc… Implement these five strategies to empower your sales team in overcoming
productivity hurdles, enhancing their sales effectiveness, and driving revenue
growth:
•Elevate the significance of continuous sales coaching.

•Accelerate the progression of prospects through value-driven interactions.
•Continuously assess and refine your sales processes.
•Embrace cutting-edge automation and technology solutions.
•Foster a culture of innovation and adaptability to stay ahead in the ever-evolving
sales landscape.
Evaluating skills and providing training is a common practice among sales leaders
who aim to identify and address skill gaps within their teams. However, the
effectiveness of these training programs can be inconsistent, often influenced by the

Page 25 of 30
ever-changing trends as organizations and leaders seek to align with the most
current and popular sales methodologies.
Add rows are required
d) Once you have completed the report and all communication you are to evaluate all relevant stakeholder
feedback and follow up with them about the feedback. GUIDE: 100+ words
Read the following points and complete all activities and required:
1. confirm and agree to implement a professional development session for the team members with,
Eric and Rebecca
2. confirm on the time and date with Eric and Rebecca, so they are okay with taking the team
members of their normal duties when the sessions is going to be booked to run
 You may choose to use emails to communicate with Eric and Rebecca
 Use the space below to record the agreed time and date of the session and the teams who will
be attending the session
Note: if you are using emails you must use your student sbta emails.
Copy of
communicatio
n from
management

Page 26 of 30
Session name Session date Session start time Session duration
11/06/2023 9:00am 8 hrs
Team Team member 1 Team member 2 Team member 3
members who Fernando Chaoran Yuki
will be
51462, Maria Ayana
attending the
Gaspar
session
3. Prior to communicating with the team members, you are required to create an action plan using the
template provided. The action plan must address unresolved issues, concerns and problems raised
by internal or external stakeholders. GUIDE: 100+ words
Action Plan
Developer name: 51462 Maria Managers to Eric Northman Rebecca Smith
Ayana Gaspar advise (Ops. Director) (Cust. Serv. Man.)
Team member 1 Team member 2 Team member 3 Team member 4

Addressed to:
Fernando Chaoran Yuki NA
Problem/Issue Action/s to Who Start date End date
resolve
Example: Professional
External consultant May 2020 May 2020
Communication development
Inadequate sales Arrange a A specialist in
figures and a meeting with the promoting
dearth of management team collaboration
professionalism in to initiate a within the sales
interpersonal discussion on team.
interactions with professionalism
colleagues.
Develop a
comprehensive
"Code of
Conduct" policy
that encompasses
the various facets
of
professionalism
essential within
your
organization.
Conduct a
strategic
discussion
regarding the
marketing
approach.
Add rows are
required
4. disseminate the action plan to the team members and their managers and: GUIDE: 100+ words
 select the most appropriate communication process, method and style; and
 communicate with the relevant stakeholders all details of the professional development session
 use the space below to list the communication process as confirmation that all individuals
understood the date, time, duration of session and why the session is required

Page 27 of 30
Note: if you are using emails to communicate you must use your student sbta emails for security
and privacy compliance.
Responses, confirmation and communication with all stakeholders
Copy of Students are to copy and paste information given to the stakeholders e.g. Students will be
information composing a brief email to the individuals and Cc the managers, Eric and Rebecca
given / sent
to all
relevant
individuals
Confirmatio Subject: Confirmation of Attendance - Professional Development Training

n received
from Dear,
Fernando:
Thank you for your prompt response, confirming your attendance at the upcoming
professional development training. Your dedication to improving your skills and contributing
to the success of our team is greatly appreciated.
We look forward to having you at the training session on 10/23/2023. If you have any
questions or require further information before the event, please don't hesitate to reach out
to our Human Resources department.
Once again, thank you for your commitment to personal and professional growth.
Sincerely,
Fernando

Page 28 of 30
n received
from Dear,
Chaoran:
Thank you for your prompt response, confirming your attendance at the upcoming
professional development training. Your dedication to improving your skills and contributing
to the success of our team is greatly appreciated.
Sincerely,
Chaoran

n received
from Yuki: Dear,
Thank you for your prompt response, I’m confirming your attendance at the upcoming
professional development training.
Sincerely,
Yuki
Self-assessment checklist
Complete the checklist below.
Students self-assessment checklist Completed
yes or no
Selected an appropriate communication option to communicate the individuals and the team yes
Communicated and collected relevant feedback from all individuals and the team yes
Scheduled time and communication process which best suited the circumstances of the
company and the team members yes
Prepared and agenda and emailed it to the Director and the Customer Care Manager, and
listed any unresolved issues, concerns and problems raised by Chaoran, Yuki and Fernando
(team members) with the Director, Eric Northman, and Customer Care Manager, Rebecca
Smith yes
Completed communications report and listed all required information and communication
received from management and individual team members. yes
Developed an action plan suitable to the target audience and the company yes

Page 29 of 30
Disseminated the action plan to all relevant team members and their managers yes

Page 30 of 30

PMD-20 6.1 Student Assessment

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Student Assessment

Qualification details: BSB50820 Diploma of Project Management

ASSESSMENT TASK 1: RESEARCH AND KNOWLEDGE QUESTIONS

•Processes/Methodologies/Procedures: The team's methodologies and procedures, akin to ancient rites

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

Principle What it means Things to discuss

It is possible to assess the attainment of

Should discuss: By what date does it need to be

Should discuss: How could external factors beyond

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

Furthermore, it's advantageous to organize team-building sessions that facilitate an

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

1. Initiate informative sessions An external consultant, such as 10/23/2 11/03/2023

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

Implement extracurricular team-

Plan additional team-building

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

c) Develop policies and procedures to:

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

Policies and procedures

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

Team Member Responsibilities:

You can facilitate this by:

•Sharing your vision with them.

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

Careers Call Centre

CCC Style Guide

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

•Review Past Performances

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

Vital skills and knowledge for my role this year

Advanced data analysis techniques to decipher

Recognizing good performance in my current

Consistently achieving or surpassing marketing

High levels of customer satisfaction and loyalty.

Streamlined marketing campaign processes and

Anticipated challenges that my manager should

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

Performance discussions with my supervisor will

Communication 51462 MARIA AYANA GASPAR Report completed 51462 MARIA

•Elevate the significance of continuous sales coaching.

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

Team member 1 Team member 2 Team member 3 Team member 4

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021

Confirmatio Subject: Confirmation of Attendance - Professional Development Training

PMD-20_6.1_BSBTWK502_Assessment Tasks Version 4 Dated: 26 October 2021