Reference no: EM133953396
Manage team effectiveness
This assessment booklet and tool has been designed for students undertaking face to face mode of study to provide information before students take assessments and contains assessment tools to assess the skills and knowledge required from students to be deemed competent in this unit.
This booklet might not be suitable for students taking other modes of study e.g. online or work based.
Please read all the information given to you when you receive this assessment booklet. If you do not understand any part of this booklet, please inform your assessor/trainer.
The assessment booklet contains two (2) parts:
PART 1: Assessments information: This part contains information on assessments for this unit of competency and how assessment will be conducted throughout the unit to achieve the competency. It includes:
• Application of the unit of competency.
• Purpose of assessment.
• Elements, performance evidence and knowledge evidence requirements of the unit.
• Conditions, context, required resources and location of the assessment.
• Assessment tasks.
• Outline of evidence to be collected.
• Administration, recording and reporting the requirements including special adjustments, appeals, reasonable adjustments and assessors' intervention.
PART 2: Assessment tasks: This part contains the information to successfully undertake the assessment task. In each assessment task, students will find the following information:
• Task instructions.
• Role play / Practical Demonstration information.
• Information on resources required, where applicable
• Appendix 1- Assessment resource
The following section within the document specifies and provides information regarding the assessments that you will complete for this unit of competency.
You will find all the necessary information to complete the assessment tasks, such as:
• Purpose of the assessment
• Context and Conditions for the assessment
• The resources required
• Performance evidence
• Knowledge Evidence
• Brief description of the assessment tasks to be conducted
Purpose of the Assessment
The purpose of the assessment is to determine competency in the unit BSBTWK502 - Manage team effectiveness.
Context and Conditions for Assessment
To comply with the assessment conditions of this unit:
• You must demonstrate adequate skills and knowledge evidence by providing a satisfactory outcome for each assessment task. You will be marked against the recommended model answers in theTrainer and Assessor guide.
• You will have access to suitable facilities, equipment and resources, including template documentation, e.g. policies and proceduresto undertake the assessment tasks for this unit of competency.
• AEC will conduct the practical assessment for this unit in its Classroom/ Computer lab located at Suite 1, Level 5, 398 Lonsdale Street, Melbourne VIC 3000.
• Knowledge assessment for this unit will be conducted at the AEC classroom at the location identified onthe timetable.
• All AECAssessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.
Resources Required
In addition to the resources specified below, you will be required to have access to task resource requirements specified before each task:
• Computers with access to the internet and MS Office Applications, including MS Word, MS Excel, MS PowerPoint or any other recognised software program.
• AEC Learner's resources for the unit BSBTWK502 - Manage team effectiveness.
Performance Evidence
The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:
• Manage the effectiveness of at least one work team.
In the course of the above, the candidate must:
• 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.
Knowledge Evidence
The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:
• 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 TASK 1 (AT1)
Task Resource Requirements
You must have access to the below listed resources in addition to the resources listed in 'Resources Required' in 'Assessment Information'
• Student Assessment Booklet
• Pen
• AEC learner's resource for BSBTWK502- Manage team effectiveness.
Question 1
Discuss how you could consult with your team so that everyone feels included and has a common understanding of what your team's goals and duties are. (150-180 Words).
Question 2
Discuss how you could develop outcomes, outputs and KPIs with your team. (80-100 words).
Question 3
Explain how you can support team members in relation to performance outcomes. (120-150 Words).
Question 4
What strategies could you use to plan and help make decisions effectively for your team? Explain at least two (2) ways. (70-100 words).
Question 5
Discuss how you could develop and implement policies and procedures to assist your team in undertaking their roles and responsibilities. (200-220 words)
Question 6
What is the best way to give your team feedback to help the team stay efficient? (100-120 words).
Question 7
Discuss some of the best ways (at least two (2)) to encourage team members to take responsibility for team roles and activities. (250-300 words)
Question 8
Explain two (2) ways you can encourage your team to identify and resolve work performance problems (250-300 words)
Question 9
Discuss how you could serve as a role model for your work team and also ensure you enhance your organisation's image while doing this. (200-250 words)
Question 10
Explain how you could create and maintain communications with all stakeholders in your team and organisation. (200-250 words)
Question 11
Explain four (4) ways you could communicate information to your team. (300-350 words)
Question 12
Discuss how you could communicate unresolved issues, concerns and problems raised by team members and follow up with managers. (140-160 words)
Question 13
Explain how you would take corrective action regarding unresolved issues, concerns and problems raised by all stakeholders for your team. (200-250 words)
Question 14
Explain the methods of establishing team activities, including communication processes. (400 - 450 words)
Question 15
Explain the impacts of group dynamics on team performance. (70-100 words)
Question 16
Explain the strategies that can support team cohesion, participation and performance. (50-70 words)
Question 17
Identify two (2) methods that can be used to communicate with team members to establish team activities.
Question 18
Complete the table below:
a. Identify at least two strategies for gaining consensus in a team.
b. Briefly explain how each strategy can be used to gain consensus.
Consensus refers to the decision that team members collectively agree on as the best decision to make on the matter being discussed.
Question 19
Complete the table below:
a. Identify two strategies that can be used to resolve issues between team members.
b. Briefly explain how each strategy can be used to resolve issues.
Assessment Task - Project and Role-play
Task Resource Requirements
You must have access to the below listed resources in addition to the resources listed in 'Resources Required' in 'Assessment Information'
You will have access to:
• A simulated workplace environment
• Computers with access to the internet and MS Office Applications, including MS Word, MS Excel, MS PowerPoint or any other recognised software program.
• AEC learner's resource for the unit BSBTWK502 - Manage team effectiveness.
• Role-play scripts.
• Simulated environment: BIzOps Enterprises' plans, policies and procedures, including:
Instructions for the Student
This assessment will be conducted in the AEC-simulated workplace environment with access to the resources listed above.
This is a project-based assessment where you are required to read the brief provided and answer the questions at the end of this task.You must answer all questions as part of this assessment and submit answers in electronic copy.
Planning the Assessment
• Recommended date for assessment - [assessor to set a date as per timetable]
• Access all resources mentioned in the required resources, either printed copies or access via the internet
• Time required for assessment: 16 hours (multiple sessions), including 10-30 minutes for role-playing (per student)
• You must:
- Provide all evidence as required in this assessment.
- Complete the assessment and submit it in due timelines.
- Submit with a completed assessment cover sheet.
• Your assessor must set a time to provide feedback.
Evidence Specifications
At the end of the assessment, you will be required to submit the following evidence before the due date specified by the assessor:
• Team briefing document.
• Performance plan.
• KPI support strategy.
• Team member input strategy.
• Team activity and communication strategy.
• Policy and procedure to encourage employees to take responsibility for their own and other work roles.
• Leadership techniques and strategies to provide feedback and rewards.
• Issues resolution process.
• Role model explanation.
• Communication plan.
• Information flow process.
• Team members issue resolution.
• Completed assessment task with all questions answered.
• Completed and signed cover sheet for the assessment.
Evidence Submission
• Documentation can be submitted electronically or paper-based.
• Your assessor will record the assessment outcome on the assessment cover sheet.
Simulated Environment
The simulated environment will provide you with all the required resources (such as the equipment and participants, etc.) to complete the assessment task. The simulated environment is very much like a learning environment where you are able to practice, use and operate appropriate industrial equipment, techniques, and practices under realistic workplace conditions. Get expert-level assignment help in any subject.
The simulated environment consists of the following:
• The training organisation is the workplace where you will be required to complete your job-related tasks and activities.
• The standard operating/workplace procedures.
• Your assessor will provide you with assistance throughout the assessment activity. The simulated environment must meet the following criteria:
- Follow standard operating/workplace procedures.
- Use up-to-date software and equipment.
- Work within stated timelines to meet deadlines.
- Gain experience in the challenges and complexities of dealing with multiple tasks.
- Experience prioritising competing tasks and dealing with contingencies.
- The simulated environment to work with others in a team.
- The simulated environment is sufficient to communicate, contribute and participate in tasks and activities.
- The simulated environment is sufficient to work independently and manage workload.
PROJECT OVERVIEW AND CONTEXT
Simulated assessment scenario.
The student receives an email from Nancy Tooket, Managing Director of Retail Operations.
Subject: Improving team effectiveness
Hello,
As we move into the new financial year, we have many challenges to address in order to meet our business goal of 15% growth. One strategy I would like to implement is to improve team effectiveness at the retail outlet level.
Our current approach is to leave the management of retail teams to the outlet managers. This will still be the case, but I would like all outlet managers to go through a process of documenting the approaches, methods, strategies, and plans that they will use in leading and managing their teams.
This process of documentation will allow the outlet managers to formalise their approach to team leadership and use this document as a framework to evaluate their team leadership performance. It will also allow the organisation, as a whole, to learn what is and isn't working and to improve our leadership skills.
Please refer to the 'Instructions' section that follows for an outline of the tasks you are required to do. These tasks relate to how you, as the retail outlet manager, will lead and manage the effectiveness of your team through the implementation of our current
operational plan.
Part 1- Establish team performance plan
This part requires you to read the BizOps company information above and BizOps's Organisationaloperational plan, Business Plan and Performance and Development Plan template.
Task 1a:
You will prepare a briefing document that outlines their understanding of the team's purpose, roles, responsibilities and accountabilities in accordance with Biz ops outlet goals, plans and objectives.
This document should be appropriate to distribute to team members as a consultation process toestablishacommonunderstanding.
Task 1b:
After preparing the briefing document, you will organise a consultation meeting with your staff (Assessor will allocate two (2) students from the class).
You will discuss the briefing document with your team members and will establish a common understanding of team purpose, roles, and responsibilities.
Purpose of role You are required to play the role of Outlet Manager, where youare required to establish a common understanding of team purpose, roles, and responsibilities for the Biz operations Outlet. You must provide a copy of the team briefing document (Task 1a) to the students playing the role of candidates.
Role-play script In the role of Outlet Manager, you will arrange a time with the assessor, who will instruct two (2) other students who will play the role of candidate.
You must:
• Discuss the information sent by NancyTooket - Managing Director: Retail Operations Biz Operations, and what the organisation expects from your store.
• Discuss the briefing document that outlines your understanding of the team's purpose, roles, responsibilities and accountabilities in accordance with Biz ops outlet goals, plans and objectives.
• Ask for feedback on how improvements can be made in the briefing document.
• After getting feedback from the candidates, you will establish a common understanding of team purpose, roles, responsibilities and accountabilities in accordance with Biz's operations growth plan and goals.
• Collect information on expected outcomes and outputs and key performance indicators (KPIs) to develop a performance plan for the next task.
• Once you collect the information on team goals, you must organise it in the final document and confirm it with the team.
• Keep the information to use for the development of a performance plan for the next task. (Task2)
Role-playinformation It is important that you are prepared for this session, ensuringyou:
• Prepare for the session to ensure everything is covered
• Develop and provide relevant documentation / supporting materials to your group
Presentation Context
• Each meeting will consist of you(Outlet Manager), and at least 2 other students (playing the role of the candidate chosen by the assessor)
Things to consider whilst performing this task, you must:
• Be organised - prepare and plan for the session thoroughly.
• Know your position as Outlet Manager.
• Know your company and the industry (Biz operations).
• Arrange access to all required documentation for this process.
• Be prepared to ask questions.
• Be prepared to be asked questions.
Things to consider whilst role-playing a staff member, you must:
• Be prepared
• Act professionally throughout the process
• Be prepared to ask questions when you require more information
• Answer all questions to the best of your ability
You will be required to run the meeting and role-play as an Outlet Manager and as the candidate (during another student's assessment), soyou must ensure to perform at your best at all times. This means you must participate in the session and ask questions if you feel they are required (for clarification as needed).
Key outcome expected from role-play You must:
• Consult team members on the team briefing document you have developed.
• Establish a common understanding of team purpose, roles, responsibilities and accountabilities in accordance with Biz operations growth plan and goals,
• Collect information on expected outcomes and outputs and key performanceindicators (KPIs) to develop a performance plan for the next task.
Task 2:
Using the BizOps Performance and development plan template and information collected from team members on a common understanding of team purpose, roles, responsibilities and accountabilities during role play in the previous Task 1b; prepare a twelve-month performance plan to establish expected outcomes, outputs, key performance indicators (KPIs) and goals for the retail team. You may need to conduct additional research to determine realistic KPIs.
Task 3a:
Outline the strategies you will use to support team members to meet their KPIs over the next twelve months. These strategies should address any formal and informal learning requirements and may be in the form of an action plan.
Task 3b:
After developing performance plans in task 2, you will organise a consultation meeting with your staff (Assessor will allocate two (2) students from the class). In the meeting, you will demonstrate supporting team members to ensure the development of their knowledge, skills and attitudes to keep individuals motivated, interested and productive (task 3a) and create an action plan on how to support team members.
Purpose of role You are required to play the role of Outlet Manager,you are required to support team members in meeting expected performance outcomes for Biz operations Outlet. You must provide a copy of performance plans (from task 2) and strategies ( Task 3a) to the students playing the role of candidates.
Role-play script In the role of Outlet Manager, you will arrange a time with the assessor, who will instruct two (2) other students who will play the role of candidate.
You must:
• Discuss the information on performance plans (from task 2).
• Discuss your role in encouraging the team by reflecting on your individual behaviour and how it will support team members in meeting expected performance outcomes identified in the performance plan.
• Ask for team feedback on possible challenges and establish additional support requirements on how improvements can be made to support team members effectively.
• After getting feedback from the candidates, you will update the action plan to support team members.
• Submit the document to the assessor for marking.
Role-playinformation It is important that you are prepared for this session, ensuring you:
• Prepare for the session to ensure everything is covered
• Develop and provide relevant documentation / supporting materials to your group
Presentation Context
• Each meeting will consist of you (Outlet Manager), and at least 2 other students (playing the role of the candidate chosen by the assessor)
Things to consider whilst performing this task, you must:
• Be organised - prepare and plan for the session thoroughly.
• Know your position as Outlet Manager.
• Know your company and the industry (Biz operations).
• Arrange access to all required documentation for this process.
• Be prepared to ask questions.
• Be prepared to be asked questions.
Things to consider whilst role-playing a staff member, youmust:
• Be prepared
• Act professionally throughout the process
• Be prepared to ask questions when you require more information
• Answer all questions to the best of your ability
You will be required to run the meeting and role-play as an Outlet Manager and as the candidate (during another student's assessment), so you must ensure to perform at your best at all times. This means you must participate in the session and ask questions if you feel they are required (for clarification as needed).
Key outcome expected from role-play You must:
• Consult team members on the performance plan from (Task 2) and demonstrate support to team members (Task 3b).
• Establish the support requirements and possible challenges and support required for each strategy and finalise the action plan.
Part 2- Develop and facilitate team cohesion
This part requires you to read the Biz Ops company information above and BizOps's Organisational operational plan, Business Plan and Performance and Development plan.
You are required to Develop and facilitate team cohesion to lead and manage Biz operations team effectiveness for their outlet.
Task 4a:
List five (5) strategies that a manager would implement to encourage staff to provide input into the planning and decision-making processes regarding the operational aspects of their work and explain how they encourage team members to contribute to decision-making.
Task 4b:
BizOps currently has no policies or procedures around allowing and encouraging employees to take responsibility for their own work and to assist others in performing their roles and responsibilities within the team. You will prepare a draft policy and set of procedures that would achieve this. It may be relevant to utilise the information that has already been documented in completing Tasks 1-3 above.
Task 4c:
BizOps currently has a formal feedback process that is documented in the performance improvement and development plan template. Senior managers feel this process alone is not appropriate as a mechanism toprovide feedback to staff. You will outline the leadership techniques and strategies you would use to provide feedback to encourage, value and reward the individual contribution of your team members. Get expert-level assignment help in any subject.
Task 5:
After developing strategies in Task 4a and policies or procedures around allowing and encouraging employees to take responsibility for their own work in Task 4b and to assist others in performing their roles and responsibilities within the team, you will organise a feedback meeting with your staff (Assessor will allocate two (2) students from the class).
You will discuss the strategies in Task 4a and policies or procedures around allowing and encouraging employees to take responsibility for your own work Task 4b with your team members, including the effectiveness of each strategy and how they can be improved to develop team cohesion.
Task 5a:
Provide feedback to team members to encourage, value and reward individual and team efforts and contributions.
Task 5b:
Take into consideration the feedback received from the team and develop the processes to ensure that issues, concerns and problems identified by team members are recognised and addressed.
Task 5b: Role Play Information - Outlet Manager
Role title Outlet Manager
Organisation Biz operations
Department Store Management
Role played by Student
Is the partyplaying the role being assessed? Yes
Other parties involved in role-playing and their roles Two (2) other students from the class will play the role of candidates.
Are other parties involved being assessed during the role? No
Time allocated 10 mins
Purpose of role You are required to play the role of the Outlet manager, where you are required to discuss the strategies and provide feedback to Outlet team members to encourage, value and reward individual and team efforts and contributions and finalise the processes to ensure that issues, concerns and problems identified by team members are recognised and addressed.
You must provide a copy of strategies developed in Task 4a and policies or procedures around allowing and encouraging employees to take responsibility for their own work inTask 4b to the students playing the role of candidates.
Role-play script In the role of Outlet Manager, you will arrange a time with the assessor, who will instruct two (2) other students who will play the role of candidate.
You must:
• Discuss the information developed in task 4, including strategies in Task 4a and policies or procedures around allowing and encouraging employees to take responsibility for their own work Task 4b.
• Discuss the effectiveness of each strategy and how it will support team members to take responsibility for their own work and assist others in undertaking required roles and responsibilities.
• Provide feedback to team members to encourage, value and reward individual and team efforts and contributions.
• After providing feedback to the team and getting a response from the team members, you will develop processes to ensure that issues, concerns and problems identified by team members are recognised and addressed.
• Submit the document to the assessor for marking.
Role-playinformation It is important that you are prepared for this session, ensuring you:
• Prepare for the session to ensure everything is covered
• Develop and provide relevant documentation / supporting materials to your group
Presentation Context
• Each meeting will consist of you (Outlet Manager), and at least 2 other students (playing the role of the candidate chosen by the assessor)
Things to consider whilst performing this task, you must:
• Be organised - prepare and plan for the session thoroughly.
• Know your position as Outlet Manager.
• Know your company and the industry (Biz operations).
• Arrange access to all required documentation for this process.
• Be prepared to ask questions.
• Be prepared to be asked questions.
Things to consider whilst role-playing a staff member, you must:
• Be prepared
• Act professionally throughout the process
• Be prepared to ask questions when you require more information.
• Answer all questions to the best of your ability.
You will be required to run the meeting and role-play as an Outlet Manager and as the candidate (during another student's assessment), so you must ensure to perform at your best at all times. This means you must participate in the session and ask questions if you feel they are required (for clarification as needed).
Part 3- Facilitate teamwork
This part requires you to read the Biz Ops company information above and BizOps's organisational
operational plan, business plan and performance and development plan template.
You are required to facilitate teamwork by encouraging and supporting team members and individuals to participate in and take responsibility for team activities, including the communication process, to enhance the Biz operations team effectiveness for your outlet.
Task 6a:
You will outline the strategies you will use to encourage team members to participate in and take responsibility for team activities, including communication processes, and to raise any issues or concerns.
Task 6b:
For the policy and procedures created above, develop an implementation and monitoring plan to ensure that team members take responsibility for their own work and assist others in performing their roles and responsibilities within the team.
Task 6c:
BizOps expects its retail outlet managers to lead by example. You will outline three ways they will ensure you serve as a role model for your team.
Task 7:
After developing strategies in Task 6a and implementing and monitoring a plan around allowing and encouraging employees to take responsibility for their own work in Task 6b and to assist others in performing their roles and responsibilities within the team, you will organise team meeting with your staff (Assessor will allocate two (2) students from the class) to discuss the strategies to improve communication, identification of work performance problems and strategies to encourage teamwork.
You will discuss the strategies and implementation plan developed in Tasks 6a and b to improve communication, identification of work performance problems and strategies to encourage teamwork.
You will complete the following:
• Discuss the strategies and encourage team members and individuals to participate in and take responsibility for team activities, including communication processes
• Discuss the strategies to support the team in identifying and resolving work performance problems
• Discuss your own contribution to the work team, serves as a role model for others, and enhances theorganisation's image for all stakeholders.
Task 7: Role Play Information - Outlet Manager
Role title Outlet Manager
Organisation Biz operations
Department Store Management
Role played by Student
Is the partyplaying the role being assessed? Yes
Other parties involved in role-playing and their roles Two (2) other students from the class will play the role of candidates.
Are other parties involved being assessed during the role? No
Time allocated 10 mins
Purpose of role You are required to play the role of the Outlet manager, where youare required to discuss the strategies, provide support and encourage team members and individuals to participate in and take responsibility for team activities, including communication processes. Support team in identifying and resolving work performance problems and contribute to the team in the capacity of a role model.
Role-play script In the role of Outlet Manager, you will arrange a time with the assessor, who will instruct two (2) other students who will play the role of candidate.
You must:
• Discuss the information strategies in Task 6a and the implementation and monitoring plan around allowing andencouraging employees to take responsibility for their own work Task 6b.
• Discuss the effectiveness of each strategy and monitoring and implementation plan and how it will support team members to take responsibility for team activities and communication processes.
• Discuss and provide support to the team in identifying and resolving work performance problems and your contribution as outlet manager and a role model for others.
Role-playinformation It is important that you are prepared for this session, ensuring you:
• Prepare for the session to ensure everything is covered
• Develop and provide relevant documentation / supporting materials to your group
Presentation Context
• Each meeting will consist of you (Outlet Manager), and at least 2 other students (playing the role of the candidate chosen by the assessor)
Things to consider whilst performing this task, students must:
• Be organised - prepare and plan for the session thoroughly.
• Know your position as Outlet Manager.
• Know your company and the industry (Biz operations).
• Arrange access to all required documentation for this process.
• Be prepared to ask questions.
• Be prepared to be asked questions.
Things to consider whilst role-playing a staff member, students must:
• Be prepared
• Act professionally throughout the process
• Be prepared to ask questions when they require more information
• Answer all questions to the best of their ability
You will be required to run the meeting and role-play as an Outlet Manager and as the candidate (during another student's assessment), so you must ensure to perform at your best at all times. This means you must participate in the session and ask questions if you feel they are required (for clarification as needed).
Key outcome expected from role-play • Discuss the strategies and encourage team members and individuals to participate in and take responsibility for team activities, including communication processes
• Discuss the strategies to support the team in identifying and resolving work performance problems
• Discuss your own contribution to the work team serve as a role model for others and enhance the organisation's image for all stakeholders.
Part 4- Liaise with stakeholders
Task 8:
You will develop a communication plan to share the progress of your team over the next twelve months with each of the stakeholder groups outlined in the current BizOps operational plan. Your plan should include who you will communicate with, what information you will receive, the method of communication and the frequency of the communication.
Task 8a:
You will outline how you will facilitate a two-way flow of information on team performance issues between your team and senior management.
Task 8b:
One of your team members is concerned that they will not be able to achieve the KPIs they have set and that they will probably get sacked. You will explain what you will do to address and resolve their concerns.
Task 9:
You are attending a professional development day in their role as a Retail Outlet Manager; at your table are 4-5 other stakeholders, including senior managers and Outlet Managers. You need to discuss a team issue and have the other members suggest a method you can use to help your team function better.
You must discuss the issues listed below, and stakeholders, including other Retail Outlet Managers, will offer suggestions to help their team and communication process to maintain open two-way communication from senior management to the team and vice versa.
• Absence of team identity.
• Difficulty making decisions
• Poor communication
• Inability to resolve conflicts
• Lack of participation
• Lack of creativity
• Groupthink
• Ineffective leadership
Task 9a:
You will discuss the communication plan you have developed in task 8 to share the progress of your team over the next twelve months with the stakeholders (fellow students).
Your plan should include who you will communicate with, what information you will receive, the method of communication and the frequency of the communication.
Task9a: Role Play Information - Outlet Manager
Purpose of role You are required to play the role of the Outlet manager, where youare required to discuss the range of concerns listed in the task and evaluate and take necessary corrective action regarding unresolved issues, concerns and problems raised by internal or external stakeholders.
You will identify the strategies to establish and maintain open communication processes and communicate unresolved issues, concerns and problems raised by team members and follow-up strategies with the line manager/management with stakeholders.
Role-play script In the role of Outlet Manager, you will arrange a time with the assessor, who will instruct 4-5 other students who will play the stakeholders, including Outlet managers and senior managers.
You must:
• Discuss the issues identified in Task 9 and strategies to resolve these issues and evaluate and take necessary corrective action regarding unresolved issues, concerns and problems raised by Biz Ops's stakeholders.
• Discuss the communication plan youhave developed to share the progress of your team over the next twelve months with each of the stakeholder groups outlined in the current BizOps operational plan. Your plan should include who you will communicate with, what information you will receive, the method of communication and the frequency of the communication. A two-way flow of information on team performance issues between your team and senior management.
Role-playinformation It is important that you are prepared for this session, ensuring you:
• Prepare for the session to ensure everything is covered
• Develop and provide relevant documentation / supporting materials to your group
Presentation Context
• Each meeting will consist of you (Outlet Manager), and at least 2 other students (playing the role of the candidate chosen by the assessor)
Things to consider whilst performing this task, you must:
• Be organised - prepare and plan for the session thoroughly.
• Know your position as Outlet Manager.
• Know your company and the industry (Biz operations).
• Arrange access to all required documentation for this process.
• Be prepared to ask questions.
• Be prepared to be asked questions.
Things to consider whilst role-playing a staff member, you must:
• Be prepared
• Act professionally throughout the process
• Be prepared to ask questions when you require more information
• Answer all questions to the best of your ability
You will be required to run the meeting and role-play as an Outlet Manager and as the candidate (during another student's assessment), so you must ensure to perform at your best at all times. This means you must participate in the session and ask questions if you feel they are required (for clarification as needed).
Key outcome expected from role-play • Establishes and maintains open communication processes with all stakeholders.
• Discuss the communication plan you have developed to share the progress of your team over the next twelve months with each of the stakeholder groups outlined in the current BizOps operational plan. Your plan should include who you will communicate with, what information you will receive, the method of communication and the frequency of the communication.
• A two-way flow of information on team performance issues between their team and senior management.
• Finalize the strategies to resolve these issues identified in task 9 and evaluate and take necessary corrective action regarding unresolvedissues, concerns and problems raised by BizOps stakeholders.