scenario

You work as a team leader at Gelos enterprises and are assigned as a manager to an external entity for a short-term project. The external client is a health and fitness business,Bounce Fitness. Your team at Bounce Fitness comprises of highly skilled and experienced fitness instructors specialising across different areas including yoga, spinning, pilates, line dancing. Your responsibilities as a team leader includes:

• assigning tasks and preparing performance plans for your team members, keeping in mind any contingencies the team may need
• conducting coaching sessions and providing feedback and assistance to team members,
• supporting your team to complete the assigned work tasks
• monitoring your team's performance based on the work plans
• providing feedback on individual and team performance
• identifying and implementing development opportunities for the individual and the team
• managing any conflict and challenges according to the organisation's requirements.

You are expected to complete the necessary processes and documentation and it is your responsibility to lead the team and plan the team's outcomes.

Your team comprises of a diverse group of people, including gender, ability, sexual orientation, cultural and language differences.

Question 1:

This part of the assessment, you will use the Planning Template to prepare a report on planning team outcomes for your team to be collaboratively developed with a group of people (family members or friends).

In order to successfully complete the tasks below, you are required to access the relevant supporting documents and to consult and review the workplace's relevant policy and procedures documentation and legal and ethical requirements:

1. Legislations:
   1. Fair Work Act 2009 (Long URL: https://www.legislation.gov.au/Details/C2018C00512) andFair Work Regulations (Long URL: https://www.legislation.gov.au/Details/F2017C00559)
   2. Work Health and Safety Act NSW 2011 (Long URL: https://legislation.nsw.gov.au/view/html/inforce/current/act-2011-010)
   3. Anti-Discrimination Act 1977 (NSW) (Long URL: https://legislation.nsw.gov.au/view/html/inforce/current/act-1977-048)
   4. Disability Discrimination Act 1992 (Cth) (Long URL: https://www.legislation.gov.au/Details/C2016C00763)
   5. Privacy Act 1988(Cth) (Long URL: https://www.legislation.gov.au/Details/C2014C00076) andAustralian Privacy Principles (Long URL: https://www.oaic.gov.au/privacy/australian-privacy-principles/)

Bounce Fitness Policies and Procedures and Templates which are included inBSBXTW401_AE_Sk3of3_Appx_BounceFitnessPolicyProcedures

What you need to do: Planning Template ( see below template)

• Select one team goal from the given examples of the possible tasks that your team will be undertaking:
  1. Develop a retention plan to retain employees and keep them motivated.
  2. Share resources, knowledge and expertise with others within the organisation.
  3. Hold a brainstorming session encouraging contributions from others within the organisation on how to increase sales of gym memberships
  4. Keep employees professionally relevant by facilitating annual training sessions.
  5. Increase client attendance rate by 10% by increasing the number and range of fitness classes.
  6. Increase client attendance rate by 10% via a focused advertising campaign every quarter.
  7. Diversify and increase gym membership sales by 10% by having online web training classes as part of gym membership.
• identify two objectives related to the selected goal
• identify one required outcome
• identify one responsibility for each relevant type of documentation for your team
• identify one work task where at least one team member can collaborate with other individuals in their own or a different team.

Note: Team objectives refer to a list of shared SMART(specific, measurable, attainable, realistic, and time-bound)goals relevant to the completion of a team task.

PLANNING TEAM OUTCOMES TEMPLATE

Contents

PART A.2

Team Outcomes.2

PART B.5

Outcomes, goals, and behaviours5

PART C..6

Accountability strategies.6

Contingency plan.6

PART A.

Team Outcomes

Completed by
Workplace/ Organisation
Date Completed
Team Task
Record the task your team will be undertaking.
TeamObjectives

Required Outcome
Team Responsibilities
Legislation Reviewed
Legal Responsibility
Regulation Reviewed
Regulatory Responsibility
Organisational Policy and Procedures Reviewed
Organisational Responsibility
Code of Ethics Reviewed
Ethical Responsibility

PART B.

Outcomes, goals, and behaviours

Provide specific outcomes, goals, and behaviours for team members as they relate to the team's objectives and relevant policies highlighted in Part A.

OUTCOMES	RELEVANT OBJECTIVE/POLICY
1.
2.

PART C

Accountability strategies

Strategies to ensure team members are accountable for their roles and responsibilities

STRATEGIES	DESCRIPTION
1.
2.

Contingency plan

Provide a description of a plan and methods to resolve the specified contingencies below

CONTINGENCY SITUATION	CONTINGENCY PLAN
Sudden absence of workers
Re-allocation of work tasks due to task adjustments

You will complete Part B:

of theBSBXTW401_AE_Sk3of3_Appx_PlanningTemplate to establish the expected outcomes, goals and behaviours for two of the team members that align with the team objectives and relevant policies in Part A.

Expected behaviours refers to how a team member must conduct themselves in performing their responsibilities. These usually correspond with the code of ethics or code of conduct that the team follows.

Complete Part B of Template 1.

You will complete Part C

of the Planning Template to indicate the strategies you would use to make your team members accountable for their roles and responsibilities, and plan any contingencies that the team may face.

Contingencies refer to unexpected situations that can arise when working on team tasks.

Develop two strategies for holding team members accountable and a contingency plan for the two [contingency] situations provided in Part C in the Planning Template.

Part 2: Coordinate team and individuals

As a team leader you are expected to coordinate with the team and individuals, essentially to:

communicate the team's objectives, the member's responsibilities

allocate tasks and provide instructions for team members

facilitate open and respectful communication between team members - considering the needs of those members from diverse backgrounds

identify opportunities for cross-collaboration between internal and external teams.

Complete the tasks in this part using the templates indicated below.

1. Planning Template
2. Performance plan Template

Your responses will be used as part of the overall evidence requirements of the unit.

You should refer to the list of criteria in the observation checklist to understand what you need to demonstrate in this section of the assessment. This checklist outlines the assessment criteria used to assess your performance.

Task 1

For this part, as the team leader you will use thePerformPlanTemplate to develop a performance plan for a team member of your team. The performance plan must be aligned to the team task and objectives and filled for at least one team member.

Instructions: As part of this task:

• You will need to insert your name, as the Supervisor/Team Leader, and the name of the team member for whom you develop the performance plan, as the Employee.
• You are required to set out the expected goals and objectives as well as the resources required for the team member to successfully achieve the goals.

Once completed you will submit the completed Performance plan Template to your assessor. You need only submit the performance plan for one team member that you have developed as team leader.

Task 2:

As a team leader, you will conduct a meeting with your team (you can take the help of 3 friends, family members orstudents who areover 18 years of age and have some work experience.) and are required to discuss the following agenda items completed in Part A of the Planning Template 1.

• team objective and task
• legal responsibilities
• regulatory responsibilities
• organisational responsibilities
• ethical responsibilities.

PERFORMANCE PLAN TEMPLATE

Contents

Team Member2

GOALS.2

LEARNING & DEVELOPMENTAL ACTIVITIES.2

RESOURCES.3

PROGRESS MONITORING..3

SIGNATURES.3

PERFORMANCE PLAN

Team Member

EMPLOYEE NAME		ROLE / TITLE		EMPLOYEE ID
SUPERVISOR		DEPARTMENT		DATE

GOALS

OUTCOMES	ORGANISATIONAL STANDARD
1.
2.
GOALS	ORGANISATIONAL STANDARD
1.
2.
BEHAVIOURS	ORGANISATIONAL STANDARD
1.
2.

LEARNING & DEVELOPMENTAL ACTIVITIES

GOAL #	LEARNING AND DEVELOPMENT ACTIVITY	STAFF EXPERTISE/ DEVELOPMENT POTENTIAL	PROJECTED DATE OF COMPLETION

RESOURCES

RESOURCE NAME	DESCRIPTION OF RESOURCE

PROGRESS MONITORING

GOAL #	ACTIVITY	DATE CHECKED	FOLLOW-UP METHOD Phone, email, meeting.	COMMENTS

SIGNATURES

EMPLOYEE NAME	EMPLOYEE SIGNATURE	DATE

SUPERVISOR NAME	SUPERVISOR SIGNATURE	DATE

TASK 3:

Role/s of the person in the meeting:This role play will require the following roles:

You as the team leader

Team member 1- the member for whom you have developed the performance plan

Team member 2- a new member of the team from diverse background who requires additional efforts to understand the assigned tasks.

All team members must participate in the meeting and discuss the agenda items as the assessor will be observing your interaction.

You will be observed by your Assessor and assessed for your participation on the following criteria:

Part A of the Planning Template details mentioned earlier

• discuss the team objectives and tasks
• discuss team members' tasks allocated and aligned to the team tasks
• have open and respectful communication
• have open and respectful collaboration
• consider the needs of team members from diverse backgrounds
• build a positive team environment
• identify opportunities for cross-collaboration with teams or individuals both internal and external to the organisation.

Provide a script.

Part 3: Monitor team performance

To complete this part of the assessment, you must demonstrate your ability to perform the following fourprocesses of monitoring team performance:

1. Measuring each team member's performance against agreed work plans.
2. Providing timely and constructive performance feedback to team members according to expected organisational standards.
3. Identifying specific learning and development opportunities that will improve performance and behaviours on a team and individual level.
4. Finally, the process of monitoring team performance concludes with your implementation of action plans. These plans would address the training needs of your individual members and your team as a whole.

Task 1:

As the team leader, you are required to review your team members' actual performance against their expected performance in their performance plans. (See Performance evaluation Template - Individual team member's performance).

Clearly indicate whether the team member's performance measures up to the expected outcomes, goals and behaviours agreed to in the performance plan that you developed (in Part 1BSBXTW401_AE_Sk3of3_Appx_PerformPlanTemplate). Provide feedback and identify learning and development opportunities for improvement.

You must complete an evaluation on another member of the team and submit it as assessment evidence.

Task 2:

A key responsibility of facilitating and leading a team is to evaluate your team's performance against the set objectives (SeeBSBXTW401_AE_Sk3of3_Appx_PerformEvaluationTemplate- Overall team performance).

Draft an email to the team member stating the key points of the feedback. Use a positive tone of communication. Highlight and appreciate the areas that show improvement. Mention performance areas that require improvement and offer support for them.

The screenshot of the email along with the completed evaluation must be submitted by the student for a team member(in Task 1).

PERFORMANCE EVALUATIONS TEMPLATE

Contents

INDIVIDUAL TEAM MEMBER'S PERFORMANCE.2

OVERALL TEAM PERFORMANCE.3

Action PlanS.4

Individual Action Plan.4

Team Action Plan.5

INDIVIDUAL TEAM MEMBER'S PERFORMANCE

INDIVIDUAL EVALUATION
TEAM LEADER'S NAME		TEAM MEMBER'S NAME
Criteria	Were these met?	REMARKS
Yes	No
Expected Outcomes
Expected Goals
Expected Behaviours
SUGGESTED LEARNING AND DEVELOPMENT OPPORTUNITIES
OVERALL FEEDBACK TO TEAM MEMBER

OVERALL TEAM PERFORMANCE

1. TEAM EVALUATION

TEAM MEMBERS NAMES

Areas of Performance thatWere Met

Areas of Performance that Were Not Met

Reasons for Not Meeting Expected Performance

OVERALL FEEDBACK TO TEAM

Action PlanS

Individual Action Plan

TEAM LEADER'S NAME
TEAM MEMBER'S NAME
INDIVIDUAL TRAINING NEEDS
Individual Training Need	Learning Opportunity	Planned Date of Implementation	Expected Outcome
Individual Training Need	Development Opportunity	Planned Date of Implementation	Expected Outcome

Team Action Plan

TEAM LEADER'S NAME
TEAM MEMBERS NAMES
TEAM TRAINING NEEDS
Team Training Need	Development Opportunity	Planned Date of Implementation	Expected Outcome
Team Training Need	Learning Opportunity	Planned Date of Implementation	Expected Outcome

Task 3:

Monitoring concludes with you, as the Team leader, developing and implementing action plans to address the training needs of both individual team members and the team as a whole. (SeeBSBXTW401_AE_Sk3of3_Appx_PerformEvaluationTemplate- Action plans).

You are to develop an Individual Action Plan for the team member who you have evaluated (in 1 above).

Part 4: Support Team

You are currently working as a team lead in Bounce Fitness. You have noticed in recent reports and customer complaints that there seems to be issues within your team's performance. As team lead, it is your duty to help resolve these issues to improve performance in the workplace.

Review the case study scenarios below before starting this portfolio task.

Conflict with Clients

Two of your customers, a married couple, are unhappy with the service your team member recently provided. Their complaint is that your team member, fitness instructor 1 had been very inappropriate towards them. Your team member had flirted with one of the customers, and upon rejection of their advances, was indifferent to the customers' concerns. The customers had to request service from a different team member, fitness instructor 2 to attend to their concerns.

Due to this, the other team member was unable to attend to the concerns of other customers. The customers they were unable to attend to were not satisfied and had also filed a complaint about their performance.

As team leader, you are accountable for your team members. You are to facilitate a meeting to coach your team members to improve their behaviour and performance.

To complete the tasks in this part of the assessment, you will be using the templates or documents indicated below:

1. Issue resolution Template
2. Conflict with Clients Character Brief
3. Policies and procedures relevant to:

supporting employees in the workplace

managing conflict

addressing workplace challenges.

You will be assessed for your participation on the criteria listed in Observation Checklist. Acquaint yourself with the criteria listed in it.

Task 1:

For this part of the assessment, you will participate in a role-play to demonstrate your ability to complete skill-based tasks to industry standards. The role-play meeting should not exceed 10 minutes and every member of the team must have an opportunity to contribute to completing the Issue resolution Template.

As the team leader, you must conduct a meeting regarding the customer complaint about your team member's performance.

Role/s of the person in the meeting:

This role play will require the following roles:

You as the team leader

Fitness instructor 1- the member against whom the complaint has been filed for being rude

Fitness instructor 2- against whom the complaint has been filed for not providing proper attention to clients.

The people who are part of the roleplay should be acquainted with theBSBXTW401_AE_Sk3of3_Appx_ConflictClientsBrief.

In the meeting, you are required to facilitate theIdentification of task-related issues and inefficiencies,followed by:

1. Brainstorming activities to resolve the identified task-related issues and inefficiencies.
2. Reporting the activities to be implemented.

PROVIDE A SCRIPT OF THE ROLE PLAY

ConflictClientsBrief.

CONFLICT WITH CLIENTS CHARACTER BRIEF Instructions to the Learner

Use this document to assist you and your team members in completing the role play activity for this task. First discuss the scenario, and the instructions below before commencing.

You are to play the role of the 'Team Leader'. A team of fitness trainers directly report to you. In this task, you will be discussing your team member's recent performance and identify support activities to help improve your team member's behaviour and performance. You must conduct a meeting regarding the customer complaint about your team member's performance.

You must facilitate the following during your discussion:

Identification of task-related issues and inefficiencies

Brainstorming of coaching activities to be implemented to resolve the identified task-related issues and inefficiencies Reporting of coaching activities to be implemented to resolve the identified task-related issues and inefficiencies Instructions to the Team members

You are to assume the roles as listed below.

Each role has a certain level of experience as a fitness trainer. Each role also has different levels of familiarity with the organisational requirements for interacting with customers.

Team Member 1 You are a personal fitness trainer with at least six months of experience. You are vaguely aware of the organisational requirements for interacting with customers. Your performance and behaviour currently needs improvement, as a customer complaint has been recently filed against you. According to the complaint, you had flirted with a married customer and their spouse had taken offense. As retaliation, you had ignored the couple and avoided attending to their concerns.

Team Member 2 You are a personal fitness trainer with a year of experience. You are fairly aware of the organisationalrequirementsforinteracting with customers. You have maintained a record of good performance and behaviour towards customers which gets disrupted due to Team Member 1's behaviour. Due to Team Member 1 ignoring the concerns of a married couple, the married couple went to you for their concerns. You had attended to their needs promptly; however, due to the addition in your workload, you were unable to attend to the needs of other customers. Thanks to this, other customers were unsatisfied and had filed a complaint about your performance and behaviour.

Task 2:

In the same meeting, you must facilitate the discussion that will enable: - PROVIDE A SCRIPT OF THE ROLEPLAY

1. Coaching your team members about individual behaviour and its effect on the workplace culture.
2. Supporting the team members to improve the individual performance to achieve common team goals.

Task 3:

During the meeting about the conflict with the clients, you must also use problem-solving skills to deal with a team, task or individual challenge that you have identified in your discussions.

Acquaint yourself with the criteria in Observation Checklist 2 that your assessor will use to assess you.

The student must complete the Issue resolution Template and submit with this assessment.