Scenario 1I'ou are the new Manager for Careers Call Centre Sales Team B. The team has 3 staff members - Fernando, Chaoran and Yuki. Careers Call Centre sell mobile phone plans and Sales Team B has the lowest sales gures of all the current teams. All three sales members are from different cultural backgrounds and there seems to be quite a bit of tension between different team members, as well as between your team members and the other teams. - Chaoran's average sales per day are 3.5 and he has issues with Fernando. He thinks Fernando is being overly loud and very opinionated. He believes that Fernando is trying to become the new team leader and complains that he has no right to tell him what to do. I Yuki's average sales per day are 2. Yuki finds Chaoran to be very abrasive in his mannerisms and feeis that he is always angry and upset at her. This makes her not want to talk to him and she avoids him where possible. - Fernando's average sales per day are 4. He feels frustrated that Yuki doesn't speak up for herselfwhen Chaoran is being mean to her and feels Chaoran is stubborn; refusing help and advice. The reason for your appointment as Manager is that there have been complaints about the services delivered by this team, and therefore Senior Managers decided to hire someone externally to manage the team efficiently. They have also identified a few problems in the team: 0 Communication between team members appears to be strained at times . The levels of cooperation are falling o Communication with the other teams within the organisation are not as good as they should be. c There is no one currently taking on a leadership role. 0 Prioritisation of tasks appears to occur on an ad-hoc basis. 0 Average individual sales are supposed to be 5 units per day and 25 per week for a full-time employee. . Last week the total sales were 50 [10 for Yuki, 25 for Fernando and 15 for Chaoran). Currently the management has no systems in place to gather team members input into planning, decision-making and general operational aspects of the team or support team members to achieve the organisational objectives and goals. Only team meetings are held on quarterly basis, where the team leaders have input into the planning, decision making and operational aspects of team members performance and the support or the training that the they need. Based on the team leaders' feedback, the training sessions are organised. There is no input from the team members. While each of the team members were selected for their role on the basis of demonstrated skills and expertise, they seem unable to work together effectively. Your initial role, therefore, is that of trouble shooter, problem solver and team facilitator. You need to bring this group of people together to form a cohesive, effective and productive team and to make sure that the organisational goals, plans and objectives are well understood by them, and that there is a common understanding of team purpose, roles, responsibilities and accountabilities. The organisational goals, plans and objectives are as follow: Organisational goals I A sustainable workplace environment. a Meet or exceed call center metrics while providing excellent consistent customer service. Organisational objectives I Improving sales and recommendations for products and services better suit client needs. o Building lasting relationships with clients and other stakeholders based on trust and reliability. I Improve support for team members regular feedback on performance. 0 Improve conflict resolution between members 0 Focus on the efficiency of the organisation, not the effectiveness of the individual I Continuous professional development and training of employees t Continuous gathering of internal and external feedback from all stakeholders for improvement of workplace processes better. a Empower customer service staffto handle customer issues and trust them to do the right thing. Key performance indictors 1 Average sales per day I Compliance with all company policies and procedures t Achievement of sales targets Activity 1: Team planning Make sure you understand the scenario before proceeding with the activity. In this activity, you need to develop a report on planning ways to communicate with the team and assigning responsibilities as a Manager. The report needs to cover the following information: o Workplace objectives and team objectives c Responsibilities ofteam members o Performance plan (ways to measure performance of team) e Organisational goals and outcomes c Strategies to assign roles and responsibilities to team members o Contingency plan A BSBXTPWOI Team Pianmhgtempfateis available on Lea mSmart or your traineri'assessor will provide you with the template of the report. Research the topics and the Scenario to fill this template to the best of your knowledge. Once the template is complete, it should be submitted to your trainerfassessor for assessment. Team Planning BSBXTW401 - Lead and facilitate a team Research the topics and the Scenario to fill this the template to the best of your knowledge. Once the template is complete, it should be submitted to your trainer/assessor for assessment. Workplace objectives and team objectives Responsibilities of team members Performance plan (Was to measure performance of team) Strategies to assign roles and responsibilities to team members Contingency plan Contingency Risk Action plan