Case study

As part of the vision and values at the K2L Hotel, team cohesion and team effectiveness has always played a significant role in the success of the business.

In recent months there has been an increase in team members resignations and when asked at their exit interviews, it was disclosed that since the hotel expanded the business and engaged several new team members:

communication and cohesiveness has suffered.

the team are unclear of their roles, responsibilities and accountabilities which is causing frustration amongst the team.

This has also impacted on the service to customers resulting in negative feedback.

Since the expansion of the business, current Human Resources policies and procedures aligned to the roles, responsibilities and levels of authority have not been amended. Also, there is no clear process for addressing the issues and concerns which are identified by the team and management.

Prior to the expansion of the business, issues were addressed in an informal manner as there were less team members and a less formal approach was effective.

Because of these identified issues, all team members have now completed a survey in which they were asked to assess current work practices.

From the survey results, it has been determined that there is also a lack of communication regarding team performance and issues which team members identify in the workplace. This includes the effective management of performance issues in a proactive and supportive manner.

As a manager, you have been asked to review all current processes which impact the effectiveness of the team at the hotel including the development of:

• performance plans
• strategies to promote active participate in decision making and operational planning by all team members
• feedback processes to engage individuals and promote teamwork
• conflict and issue resolution processes
• communication processes to promote a cohesive and effective team at the hotel

The Operations Manager has emailed you a list of tasks to complete to:

reverse this negative trend,

engage the team a

promote the values established at the hotel.

Appendix A: Company Profile

Company Profile

K2L Community Hub

About us:

K2L Community Hub is a Not for Profit organisation which has been in operation for 15 years. K2LCH provides a wide range of high quality, integrated and inclusive programs and services to individuals, families, children and young people in the ACT and wider Capital Region. K2LCH works with community members, local organisations and businesses to develop responsive programs, services and activities that support self-determination and reduce social isolation. Strong relationships with government and other community services enhance K2LCH's capacity to achieve our vision of an inclusive, connected community.

The business programs include:

• Childcare
• School aged Care
• Youth and Family Support Services
• Community Transport
• Aged Care home Services
• Programs for people living with mental illness
• Art, Sport and Recreation Activities

Location and Contact Details:

Address: 123 Key Pocket Road Gungahlin ACT

Phone: 02 64111 111

Email: &..e@K2LCH.com.au

Website: www.K2LCH.com.au

Operating Hours: From 8.30am to 7.00pmpm Monday to Friday.

Mission Statement

Empowering people to live their best life through:

Building and connecting communities;

Delivering relevant, person-centred services; and

Providing choice and opportunity

Vision

Inclusive, connected communities within the Capital Region

Values

To realise our mission and vision, all staff will act in a manner to achieve the following:

Respect: we are considerate and thoughtful towards ourselves and others

Optimism: we are positive, resilient and flexible

Inclusion: we welcome diversity and celebrate difference

Ethics: we are ethical and transparent in our operations

Accountability: we are responsible and accountable for our actions

Innovation: we celebrate and incorporate creativity in all of our services

Client Focus: Our clients are valued and treated with dignity, respect and understanding.

Continuous Improvement: We are committed to improve the effectiveness, efficiency, accuracy and reliability of the services which we offer

Quality Service: Our staff are valued and respected and through integrity, empathy and compassion all staff contribute to the quality service we provide

Prepare the report and address all points below in detail:

a)How important is group dynamics to the success of a team's performance?

b)Based on your own workplace experience, provide an example demonstrating each of the following:

how group dynamics support team performance

how group dynamics can hinder team performance

c)To support team cohesion, participation and performance at the K2L Hotel, what are the strategies you would implement?

NOTE: Your response need to demonstrate why you believe your strategies are effective in managing team effectiveness.

d)What strategies would you utilise to gain consensus of the team when implementing performance plans? How will you ensure all team members take responsibility for their own work outcomes?

e)What consultative processes should be implemented at the hotel to engage with teams and stakeholders, to establish common goals, plans, objectives, responsibilities and accountabilities?

f)To address the issue of conflict resolution at the hotel, what conflict resolution strategies do you recommend? How will these strategies assist management with leading their teams and promoting team effectiveness in a positive way?

g)How, as a manager, do you ensure that your own contribution to the team serves as a role model and enhances the organisation's image for all stakeholders?

What support should be given to the team to assist them with meeting their expected performance outcomes?