BSBWOR502 Lead and Manage Team Effectiveness Assignment - Mercury Institute of Victoria, Australia

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Assessment Task 1 - Written Questions

Q1. How would you provide feedback to team members to encourage, value and reward individual team efforts in your organisation?

Answer - Individual and group feedbacks are useful methods of motivating and encouraging team members to work effectively. It is important to provide both positive and negative feedback. In order to value and reward individual team efforts in the organization quarterly feedback session in a month can be arranged where team performances can be ranked based on their effectiveness. Individual team members can be assessed and provided with individual performance report containing both success and areas of improvement. Most effective team can be rewarded adequately in terms of their contribution in the organizational success.

Q2. What process would you develop at your workplace to ensure that issues, concerns and problems identified by team members are recognised and addressed?

Answer - In order to ensure issues, concerns and problems of the team members are identified and addressed the workplace needs to have a grievance box and a recommendation box where the members can anonymously provide their feedback. Apart from that the team members will be encouraged to participate in monthly employee meeting where they can address issues and concerns to the management. For issues like bullying and harassment they can directly report the issues to HR manager.

Q3. How will you support your team in identifying and resolving work performance issues?

Answer - Performance issues need to be identified for improving the current performance level of a team and resolving the issues. The team needs to understand that they are working collaboratively and thus needs to cooperate with each other. Feedback sessions and group discussions will be arranged for identification of the issues and resolving the issues effectively.

Q4. How does the team communicate with each other and with their leader? For example, what words do team member's use, what communication channels are used, do team members really listen to each other, how are decisions made? How can communication be improved?

Answer - The process of communicating with the team members is different from communicating with the team leader. The team members tend to communicate more frankly in less official language with the team members and they communicate more face to face and telephonic conversation (Ribeiro et al. 2019). On the other hand, with team leader the members mainly communicate using official language and they tend to use more non-verbal communication. Communication dynamics between the team and the leader depends largely on written communication where use of e-mails, SMS and reports are present. In order to improve the communication the team members and the team leader should develop effective interpersonal skills. Implementing digital technology based communication channel can facilitate communication and the team leader needs to ensure essential rapport with the team members.

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Q5. Describe the roles that are present in the team. In what ways do tasks succeed or suffer because certain behaviours are not used?

Answer - Apart from the team leader, there are different roles that are played by team members. Different roles mainly depend on the personality traits and individual character attributes of the members of a team. According to Belbin there are nine type of team roles that form a team. The roles are:

• Action oriented role or shaper that is performed by dynamic people who accepts challenges and overcome the challenges with effective problem solving skills
• Action oriented role or implementer that is performed by well-organized, efficient and practical who take the responsibility of doing things.
• Completer is another action oriented role and these are the perfectionists in the team.
• People oriented roles are the team worker and coordinator who ensure unity of the team
• Other roles are resource investigator, evaluator, specialists and plants.

Q6. How would you enhance the organisation's image for all stakeholders?

Answer - Positive image of the organization is essential for maintaining effective relationship with the stakeholder. Organizational policies, procedures and the corporate culture followed in an organization are the key factors that help in maintaining sound organizational image. In order to improve the organization's image for all stakeholders it is important to follow ethical business policies, workplace culture of equality and anti-discrimination, focussing on Triple Bottom Line based strategy that takes into consideration organizational profit, effective interventions for the benefit of people associated with the organization and minimized impact on planet (D'Innocenzo, Mathieu & Kukenberger, 2016). Using sustainable resource consumption strategy and taking necessary steps for minimizing the carbon footprint are essential for the organization as best CSR practices. Community development and donating for education and community programs can help in improving and promoting positive image of the organization.

Q7. How do/would you serve as a role model for others? What actions do/would you take and what behaviours do/would you demonstrate?

Answer - In order to become a role model it is important to have more than just charismatic personality. A role model needs to be action oriented and the actions need to reflect individual and organizational values. Personal morals and values of honesty, integrity and hard work are important for becoming a role model for others. It is important to respect others' culture and values and respect everyone's individual perspective. Behaviour needs to be fair and cordial rather than bureaucratic (Ribeiro, Silva, Duarte, Davids & Garganta, 2017). Moreover, as a role model for others it is important to have effective skills of making fair decisions and reflect equality in organizational practice.

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Q8. How would you communicate unresolved issues, concerns and problems raised by team members and follow-up with line manager/management and other relevant stakeholders?

Answer - For unresolved issues, concerns and problems, it is important to evaluate the problem and its impact on the team members. Problems need to be solved and if the problems had been unresolved then it is important to ensure that the impact of the problem has been minimized. The unresolved issues should be communicated politely and officially with the help of team feedback report to the line manager and other relevant stakeholders. It is important to communicate the problems to relevant body along with the issues faced by the team members due to the unresolved problems.

Q9. What are group dynamics and how can they affect your team?

Answer - Group dynamics indicate the inter-relationship in the group or the communication in the group. Individual correspondence of the team members can influence the group dynamics. Group dynamics indicates the attitude and the behavioural patterns of a particular group. The functioning of the group largely depends on how the group was formed and it also involves the interactions and the forces that are operating in the group. If the interaction among the members is positive and the members understand and collaborate with each other then the team is subjected to effective performance (Koopmann, Lanaj, Wang, Zhou & Shi, 2016). On the other hand, if there is miscommunication, conflict of opinion and less interaction among the group members, then the team performance is disrupted.

Q10. Provide three strategies that support team cohesion, participation or performance.

Answer - Tuckman's theory of team formation suggests that there are significant stages of team building and completion of each stage effectively can help in building a productive team. There are different strategies that can be used in order to form a cohesive team that performs effectively and among the strategies, the following three strategies are highly recommended:

Careful recruitment of team members

It is important to recruit the team members carefully so that there is minimal conflict of values and communication error. A team with different skills can help in making a diverse and productive team that is balanced and productive.

Clearly defined goals and targets

It is important that the team objectives and performance targets are clearly defined so that the team members can perform effectively for meeting the targets.

Developing trust

For collaborative work, positive dependence on each team member is important for trust building. Trust is one of key elements of building a cohesive team.

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Q11. What strategies could help your team to gain consensus?

Answer - Effective team performance depends on team consensus. Consensus building aims at producing team agreement at the conclusion and important strategies of building team consensus are:

Using brainstorming for solving problems and implementing solutions can be effective. In order to utilize effective brainstorming for team performance it is important for the team to have clearly defined brainstorming rules that can be followed by all the team members.

Use of voting process can be effective if the team is unable to reach a single decision after the brainstorming process. Team leader needs to be fair and take decisions without bias and encourage members to participate in the decision making process with respect to others and understanding.

Q12. What strategies or steps could help about issue resolution?

Answer - For issue resolution or conflict resolution, different models of decision-making can be used. While Ethical Decision Making Model is largely followed for minimum conflict, in a team only EDM can not help in solving different issues. One of the important strategies of resolution is avoiding escalating tensions with threats and hinder provocative steps. It means prior to taking a dispute to court or higher authority it is important to try and solve the issue at the basic level. Looking beyond the surface and identification of the root cause of the issue is important. After that it is important to consider the perception and the opinions of the involved parties by a third party who can help in taking unbiased decisions for solving the problem.

Assessment Task 2 - Case Study

PART A -

Q1. Explain what is wrong with the manager's approach?

Answer - In most of the cases, it has been seen that employees in any workplace are complacent in the status quo and develop resistance to change. Thus, before implementing any change in the workplace, every manager or any exponent in the leading position should try whether their employees are capable of embracing the change or not. The naivety of reliance is not a correct approach from a manager like Mike. Furthermore, the meeting has occurred amidst the assistant managers only and no representative from the employees attended the meeting. This is also a wrong approach exhibited by Mike since the employees might have their own opinions regarding the prescribed changes (Quigley et al. 2018)

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Part B -

Q2. What will you communicate to the team and discuss how will you communicate the performance of the team to the stakeholders by considering the organizational policies and procedures? Also how could you facilitate two way flow of information between team and management relevant to team performance?

Answer - As a manager of the Knife Edge hotel, I will like to communicate the failures of our services as pointed out in the feedbacks of the customers and Robert Spense, the operational manager of Bob's boats. In order to communicate the performance to the stakeholders, we can arrange a billboard where the performance measures can be cited explicitly.

In order to facilitate two-flow information, a mobile technology can be utilized where all the staffs can be accessible in the time of requirement. Furthermore, a staff can be employed to receive the notes from both ends.

Q3. How will you consult team members to establish a common understanding of team purpose, roles, responsibilities and accountabilities in accordance with organizational goals, plans and objectives? And how will you encourage them to participate in and to take responsibility for team activities, including communication processes?

Answer - In order to make the team members aware about the common accountabilities, collaborative camaraderie can be encouraged amidst them. Furthermore, strict understanding about their roles will automatically bring out where they will be happy to take accountabilities for others' activities for the organizational good.

A mutual task transfer or buddy system can be encouraged when at least one staff will be ready to take accountability to another one's behalf and vice versa. Thus, formation of little teams comprising of two or three members can be encouraged in order to enhance internal cohesion among the staffs.

Q4. Develop policies and procedures to ensure team members take responsibility for own work and assist others to undertake required roles and responsibilities.

Answer - Performance reward system can be introduced where if an employee has been able to perform his/her daily task properly, then a commissioned amount will be credited for the staff. This will keep them motivated to take responsibility for their own work.

It is expected that the announcement of performance reward system will initiate a sense of healthy competition within the employees and, in turn, make them to take responsibilities on their behalf.

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Q5. Develop strategies to ensure team members have input into planning, decision making and operational aspects of work team.

Answer - In the regular meetings, the presence of representatives of every team comprising of staffs can be done mandatory which, apart from ensuring the participation in the decision-making, some of the agencies of them can be considered helpful. Furthermore, it is essential for any manager in any unit to proclaim the susceptible decisions in front of the operational aspects of the company (Mitchell et al. 2015) Furthermore, the other aspects associated with decision-making and operation management will come out automatically. However, ensuring the rights of the employees in the decision-making agencies will enable them to align themselves with the traits expected from them for the organization to flourish.

Q6. Develop performance plans by using any performance plan template to establish expected outcomes, outputs, key performance indicators (KPI's) and goals for individuals or the team which incorporate input from stakeholders.

Q7. How are you going to support team members in meeting expected performance outcomes?

Answer - Supporting team members can began with listening to them and arranging those assets which is required for them to cope up with the reasons of performance failure properly.

Q8. Lastly evaluate and take necessary corrective action regarding unresolved issues, concerns and problems raised by internal or external stakeholders?

Answer - All the issues reported in terms of feedbacks can be considered as viable opinions of the customers regarding the performance characteristics of the respective unit. Thus, an unit can be developed for Customer Relationship Management (CRM) which will be effective for them to cease occurring those further.

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