Scenario

As the supervisor of a team, your manager Seamus has come to see you to discuss the performance of your team, and you have made the following notes.

Customer feedback has been received stating sales personnel are always courteous, knowledgeable and will always assist with enquiries. However, further feedback reveals sales personnel have missed appointments.

The finance department stated that documentation from sales has not been forthcoming on time. This has affected the invoicing of customers and the payment of suppliers, causing the finance department to answer calls from angry suppliers. Generally, however, when the documentation does come in, it is correct, so very few adjustments need to be made to invoices.

You and Seamus have agreed that learning and development is needed and you will analyze each situation and report back to Seamus on how it will be organized and facilitated. He has also stated he will need to know how you will monitor and evaluate the outcomes.

Team member profiles

Graham has been doing this job for a number of years and is very capable in what he does. He has confided in you that he is feeling frustrated with the same old thing each day. He would like to use his considerable skills to help others but he does not know how to take the next step.

Maria has a strong background and good knowledge in business and administration. She develops customer visit schedules for the sales personnel on charts and maps which she loves to use. Maria knows what needs to be done but sometimes overlooks tasks and directions, usually only when they are given verbally. When a task is set with a deadline she gets results quickly. Finance is not Maria's favorite area and she often leaves this part of her work - including the issue of invoices - to the very last minute. On occasion, she will work 12-hour days in order to meet deadlines and is subsequently sick for days afterwards.

Mark consistently has the best sales record out of all the sales team. He talks fast and illustrates every point with his hands. Mark is a very jovial and bright person. His interpersonal skills are highly developed, and he works hard to ensure the team stays positive and motivated, regardless of the challenges. He loves to know what everyone is up to and, as a result, he often gets sidetracked from the task at hand and falls behind in his work. This carries on into meetings that always go over time, as he easily gets bored. He is a team player, and enjoys seeing the team and organization meet its targets. You know that sometimes his administration can be sloppy, as he often narrowly avoids getting his orders through to Maria late. You have noticed that Mark tends to take copious notes when learning something new and then never seems to refer to them again. His contribution of communication across the organization and helping people embrace different cultures is highly valuable.

Conduct a role-play training session where learning needs are collaboratively discussed, agreed to and implemented.Please provide written evidence of the following points.

1.During the role-play, :

how you engage with individuals (for example, using questioning and listening skills to determine the type of learning they require)

how you build a rapport in order to reach agreement with them

how you overcome resistance to training with persistence and interpersonal skills

the conclusions you draw from your conversation with a clear explanation of how you will help coach and mentor as their supervisor to achieve competency in the learning outcomes

the planning processes you will use to ensure success (for example, how you will implement and monitor learning and evaluate its success in collaboration with your worker and your ability to negotiate timeframes for action)

unit BSBLED 401 develop teams and individuals

Victorian Government Legislation - http://www.legislation.vic.gov.au/

ACT Government Legislation Register - http://www.legislation.act.gov.au

Australian Government, Commonwealth of Australia Law - http://www.comlaw.gov.au

Chapman, A., 'Performance appraisals', businessballs.com, http://www.businessballs.com/performanceappraisals.htm