BSBLDR411- Demonstrateleadershipintheworkplace

• 1 - Part A:

Question 1:

a) What is management performance?

b) What are the organisational requirements for management performance?

Question 2:

a) What is positive performance management?

b) Explain how a manager can influence positive management.

Question 3:Use the table below to develop performance plan for the following cases.

a) A complaint was lodged by a few customers about a sales representative due to lack of professional attitude and poor communication skills. List 2 suggestions.

Reasons	Goals	Actions	Assessment Criteria
Complaints about a sales representative due to lack of professional attitude and poor communication skills

b) According to the recent analysis, the social media marketing team did not achieve the targeted goals, and the number of visitors and subscribers have been reduced. List 2 suggestions.

Reasons	Goals	Actions	Assessment Criteria
Poor performance from the social media marketing team

• 1 - Part B: Case Study

Scenario

You have been appointed as an operating manager at McDonald's Australia. As you are responsible for managing the business operations, you are required to demonstrate excellent leadership in the workplace to manage your staff, including performance management and conflict management.

Question 1:As the operating manager, to establish key performance indicators for serving employees (McDonald's Crew) according to the organisational values.

Question 2:

a) Undertake research for McDonald's standards and values. List all references of the research.

b) Explain how their standards and values affect the business operations and the staff.

Question 3: As the operating manager, explain how toassess your own performance and how this activity (implementing your own performance) will uphold the organisational values.

Question 4: Research the following leadership styles and explain the advantages and disadvantages of each leadership a) Coercive leadership

b) Pacesetting leadership

c) Coaching leadership

d) Democratic leadership

• 2 - PART A:

Question 1:

a) Explain why employees should get involved in decision-making processes

b) Recommend how to get employees involved in decision-making processes

Question 2:

a List at least 4 ways to collect feedback from relevant stakeholders

b Explain why the feedback process should be used to monitor the impact of decisions

• 2 - Part B: Case Study

Scenario

You have been appointed as an operating manager at McDonald's Australia. As you are responsible for managing the business operations, you are required to demonstrate excellent leadership in the workplace to manage your staff, including performance management and conflict management.

As you are the operating manager, you have had reports of the following incidents:

• Two employees aggressively argued and insulted each other in front of the customers
• The issue arose due to racial conflict and age discrimination
• Jack, 65 years old, has African background and has a strong African accent and is not familiar with the new POS system
• Cathy, 32 years old, is from one of the Asian countries and always feels high pressure to complete her tasks

As Jack was not familiar with the POS system, he did his work very slowly. Due to his slow performance, there was a long queue for ordering, and the customers started complaining. Cathy was busy as she had to work in the food-processing line and had to serve the customers at the same time. Cathy complained aggressively to Jack as it was not his first time, and she also blamed that he did not improve at all and yelled to Jack that "This is Australia, not your country; you must work hard". Jack did not clearly understand what Cathy yelled and just gave an excuse why he was slow

Question 1:From the above scenario, identify at least two issues that must be resolved

Question 2:

a) Recommend how to gather the information in order to get this issue resolved.

b) As an operating manager, why should you get involved to manage the issue?

Question 3: As an operating manager, determine the appropriate treatment options for the risk identified in the scenario.

Complete the following table to determine the treatment for the identified risks and the reasons for the decision.

Identified Risks	Treatment	Reasons for decision
Communication has broken down
Discrimination and Racism
Fail to meet service standards

Question 4: As an operating manager, you are about to develop a plan to treat the conflict and provide appropriate training to Jack and Cathy.

a) use the following table to develop a plan and treat the conflict.

No.	Objectives	Actions	Description	Responsible person	Start date	End date
1
2
3

b) Explain how you get agreement from Jack and Cathy to implement the training.

c) You have planned training for Jack to improve his skills and performance. One of the plans is to ask Jack to assess his own performance by self-reflection on a regular basis. Explain how self-assessment may help Jack improve his performance and relationship with others.