QUESTION:

Project Task 5: Assess and Document Findings In the final task, you will create a report on the competency of the team and individual after completing the implementation of each learning plan. 5.1 Competency reports You are now ready to see how effective the team's training was and analyse for additional training. Use the Competency Report template in Appendix 9 to complete this task. You will then need to submit two (2) completed Competency Reports including: a) one (1) for an individual on the reception team b) one (1) for the reception team as a whole. Refer to the organisational policies and procedures - what timeframe do the workplace documents need to be completed in and how are they to be maintained to ensure all relevant staff have access to documents as required?Individual learning plan template Name of team member Stuart Role and Industry ofteam member Receptionist Requirements Answer: Learning goal "In the next three months, I'm really focusing on getting a better handle on what it takes to be a great manager and leader. I want to understand different leadership styles, improve how I make decisions, communicate effectively. and handle conicts. By the end of this period, I aim to put these skills into action confi dentlv." Individual learning and development needs "During the upcoming leadership training, I'm aiming to enhance my communication, decision-making, and conflict resolution skills, while also fostering team collaboration, creative problemsolving, and an ethical leadership approach, all the while keeping a learning mindset and promoting diversity and inclusion." Activities to address learning and development needs "To address my learning and development needs, I plan to engage in activities such as teambuilding workshops, decisionmaking simulations, conflict resolution roleplays, brainstorming sessions, time management workshops, emotional intelligence assessments, feedback practice sessions, ethical dilemma discussions, knowledgesharing "Lunch and Learn'r sessions, and diversity and inclusion workshops." All relevant competency standards "As a receptionist, I'll provide excellent customer service, handle tasks efficiently, communicate effectively, adapt to change, work well with the team, maintain professionalism, and ensure safety through emergency protocols." Brief description of current performance Stuart excels in communication over the phone, consistently exhibiting a warm and friendlyr demeanour. His performance in this area has been consistently excellent. Additionally, Stuart's extensive knowledge in the fitness industry enables him to comprehend and address client inquiries effectively, showcasing his strong understanding of the subject matter. Team learning plan template Name of team Receptionist Team Role and Industry of member Receptionist Require ments Answe rs The receptionist team aims to enhance customer service and administrative skills, ensuring toptier visitor experiences and efficient operations. By the training's conclusion. they'll excel in Learning goal communication, problemsolving, and collaboration. all while upholding professionalism. The goal involves workshops, role-playing, and assessments, ultimately boosting customer satisfaction, process efficiency. and teamwork. Team learning and development needs Activities to address learning and development needs Our team's growth hinges on addressing key learning and development needs. Firstly, rening our customer service abilities through enhanced communication, conflict resolution, and empathy will ensure exceptional interactions. Secondly, a comprehensive grasp of Bounce Fitness's processes and protocols will streamline our operations. Thirdlv, leadership training will equip us to collaborate effectively and take on future responsibilities. Lastly, mastering time management techniques will optimize our productivity. These goals will be pursued through workshops, interactive sessions, and practical exercises, culminating in improved customer satisfaction, efficient operations, empowered leadership, and heightened productivity. To fulfill our learning and development needs, we have devised a range of targeted activities. To enhance our customer service prowess, we'll engage in roleplaying scenarios, dissect customer feedback for insights, and host guest speakers to share expertise. Navigating Bounce Fitness processes will involve process walkthroughs, case studies, and group discussions to ensure comprehensive understanding. For leadership growth, workshops on communication, decisionmaking, and team dynamics will be coupled with teambuilding activities and mentorship initiatives. Lastly, honing time management skills will occur through prioritization exercises, time tracking and analysis, and the exploration oftime management tools. Through these well-rounded activities, we'll proactiver address our development needs, fostering a more skilled, cohesive, and effective team. Brief description of current performance The receptionist team currently demonstrates a strong foundation in their roles, effectively managing visitor interactions and administrative tasks. However, there are a couple of areas that could benet from slight improvement. While their phone answering skills are generally proficient, there is room for enhancement in terms of response time. Timely phone answering is crucial to providing excellent customer service. Additionally, the team occasionally gets sidetracked by other tasks, leading to occasional lapses in focus on their primary responsibilities. By refining these aspects through targeted training and practice, the team's overall performance can be elevated, ensuring consistently prompt and attentive customer service while maintaining a steadfast commitment to their core duties. Appendix 9: Competency reports Individual Member's Competency Team Member 1 Needs to be Addressed Learning Opportunity Date of Implementation Date of Completion Outcome of learning Opportunity Team Member 2 Needs to be Addressed Learning Opportunity Date of Implementation Date of Completion Outcome of Learning Opportunity Team Competency Report Team Competency Needs to be Addressed Learning Opportunity Date of Implementation Date of Completion Outcome of Learning OpportunityIndividual learning plan template Name of team member l'ii'larvr Role and Industryr of team member Receptionist Requirements Learning goal Individual learning and development needs Activities to address learning and development needs All relevant competency standards "In the next three months, mv learning goal is to enhance my customer interactions by cultivating a friendlier and more approachable demeanor. Ev the end of this period, I aim to consistentlv greet customers with warmth. actively.r listen to their needs: and engage in conversations that leave a positive and lasting impression." \"As a Bounce Fitness receptionist: I'm focusing on mastering processes like membership registration and payment handling for smoother customer experiences. I'm also honing my communication skills to provide clear instructions and condent responses. Through ongoing training, I'm committed to improving attention to detail in maintaining accurate records, contributing to eicient operations: and creating positive client interactions.\" "To address my learning needs. I plan to start with workshops spotlighting registration and scheduling: we dive into real scenarios for confident customer interaction. Communication gets a boost with dedicated training. Role-playing empowers us for diverse scenarios. Expect feedback. cross-training for operational insights, and weeklv knowledgesharing. |Ongoing access to resources ensures constant growth." "In my role as a receptionist: I'll excel in delivering outstanding customer service. adeptly.r managing taslrcs. ensuring seamless communication, embracing adaptability in the face of change, fostering strong teamwork, upholding unwavering professionalism, and prioritizing safety through diligent adherence to emergency procedures." Brief description of Mary's current performance highlights challenges in phone current performance interactions. She has room for improvement in conveying warmth and friendliness, responding promptly to calls, and effectively addressing customer inquiries and concerns. Enhancing these areas will be crucial for elevating customer satisfaction and operational efficiency.|