Section A - Knowledge Activities

KE. 1.0	Impacts of group dynamics on team performance
KE. 2.0	Methods of establishing team activities including communication processes
KE. 3.0	Strategies that can support team cohesion, participation and performance
KE. 4.0	Strategies for gaining consensus
KE. 5.0	Issue resolution strategies.

1. Explain the impact of a toxic work environment on productivity.

1. Identify three skills necessary for someone who has taken on the responsibility of feeding back to stakeholders regularly

1. Identify two methods of encouraging team cohesion within the workplace.

1. Explain the term team 'consensus'.

1. Refer to the case study below, suggest two possible issues that could have led to the situation and offer issue resolution strategies for both.

A problematic promotion

Darryl owns an online formal dress hire store. He employs a team of 12 staff. Recently his general manager left the company and Darryl promoted Guy, his former customer service manager to the role of general manager.

The terms of Guy's new role stated that guy would carry on with some of his previous duties and delegate some to his senior staff as Darryl wishes to take a more active role in the office and support Guy in the general manager role. A few weeks into Guy's promotion, a senior member of the team approaches Darryl to complain about their workload. The member of staff suggests that Guy has delegated all his responsibilities onto them and if they are to carry on with this current workload, they want to be promoted and paid accordingly.

Section A - Knowledge Activities

KE. 1.0	Impacts of group dynamics on team performance
KE. 2.0	Methods of establishing team activities including communication processes
KE. 3.0	Strategies that can support team cohesion, participation and performance
KE. 4.0	Strategies for gaining consensus
KE. 5.0	Issue resolution strategies.

1. Explain the impact of a toxic work environment on productivity.

1. Identify three skills necessary for someone who has taken on the responsibility of feeding back to stakeholders regularly.

1. Identify two methods of encouraging team cohesion within the workplace.

1. Explain the term team 'consensus'.

1. Refer to the case study below, suggest two possible issues that could have led to the situation and offer issue resolution strategies for both.

A problematic promotion

Darryl owns an online formal dress hire store. He employs a team of 12 staff. Recently his general manager left the company and Darryl promoted Guy, his former customer service manager to the role of general manager.

The terms of Guy's new role stated that guy would carry on with some of his previous duties and delegate some to his senior staff as Darryl wishes to take a more active role in the office and support Guy in the general manager role. A few weeks into Guy's promotion, a senior member of the team approaches Darryl to complain about their workload. The member of staff suggests that Guy has delegated all his responsibilities onto them and if they are to carry on with this current workload, they want to be promoted and paid accordingly.

Section B - Performance Activities

Activity 1A

Objective

Identify team purpose, roles, and responsibilities according to organisational and task objectives

Case Study A

You are employed as a restaurant manager at ABC restaurant in Brisbane, Australia. This is a new business to establish next month in April 2021. The restaurant is medium-sized, and the maximum number of roles required will be six (6) (as indicated in the table below). Your role involves managing those people of diverse cultural backgrounds and skill competency levels to facilitate the entire operations of the restaurant. ABC has a goal to hit 20k a week in the initials stage, then they are planning to hire more people in the work team.

Question 1

Use the template table below to fill the relevant roles as your common understanding in this area to contribute the corresponding responsibilities and accountabilities.

Roles	Responsibilities	Accountabilities
Kitchen Hand Chef Marketing Restaurant Manager Waiter Cashier

Question 2

In groups of three (3) or as directed by the instructor, reflect your common understanding of te

You should also discuss if you have:

• Relevant practical examples of similar restaurant to share with your friends

Activity 1B

Objective

Develop performance plans with expected outcomes, key performance indicators (KPIs) and goals for work team

Question 1

Refer to a provided case study in Activity 1A, use the template below to develop performance plans to establish expected outcomes, outputs, key performance indicators (KPIs) and goals for work team.

Guideline to learner:You are required to write relevant detail of your findings/views on the following areas in relation to ABC restaurant.

1. Improving performance

Area	Your workplace
Develop performance plans
Improved individual and team, performance and participation

1. Measures for monitoring and evaluating

Area	Your workplace
Expected outcomes
Outputs
Key performance indicators

Objective

Support team members in meeting expected performance outcomes

Question 1

Using the workplace example provided in Activity 1A, discuss how your organisation will address supporting team members in meeting expected performance outcomes.

Note:please ensure you summarise all key points you have discussed with others in the template below. Also, the topic may vary and not limit to what have been provided below.

Area	Your Workplace
Coaching
Mentoring
Training and development opportunities
Clarification of roles and expectations
Long term or short term plans
Meetings
OTHER

Activity 2A

Objective

Develop strategies for facilitating team member input into planning, decision making and operational aspects of team tasks Develop or modify policies and procedures for promoting team member accountability for personal work and team tasks

Detail your understanding of WORKPLACE strategies, organisational requirements, expectations, policies and procedures.

Carrying on from the scenario in activity 1A, use the provided template below to help you complete the following tasks.

Question 1

Develop strategy/strategies to ensure team members have input into planning, decision making and operational aspects of work team.

• You are also required to describe how is/are identified strategy/strategies are relevant to ABC restaurant.

Question 2

Develop policies and procedures to ensure team members take responsibility for own work and assist others to undertake required roles and responsibilities.

• You are also required to describe how policies and procedures are suitable with restaurant business.

Note: You can access to learning resource to assist in forming policy and procedure viahttps://thepeopleindairy.org.au/wp-content/uploads/2019/02/workplace_policies_procedures_v1.pdf

Workplace directions	Your understanding
Policies and procedures
Organisational guidelines
Systems operational functions
Standard operating procedures
Describe potential workplace strategies to ensure team members have input into planning, decision making and operational aspects of work team:

Objective

Provide feedback to team members on team effort and contributions

.

Question 1

Conduct a feedback session exploring how to encourage, value and reward individual and team efforts and contributions.

Your team findings of this activity:

Suggested areas:

• Helping colleagues
• Problem-solving
• Providing encouragement
• Undertaking extra tasks if necessary
• Agree and share tasks
• Plan and schedule
• Establish personal reward.

Activity 2C

Objective

Develop processes for identifying and addressing issues, concerns and problems identified by team members

SCENARIO

Orange Inc. have recently opened a new headquarters for the Asia-Pacific region in Shanghai, China. As an American company, this is the first time they have begun operations in a country where the primary language spoken is not English. Four senior employees from the Head Office in Los Angeles will be relocating to the new office. The rest of the new staff will need to be hired domestically in China, and onboarded to the company platform.

Question 1

Identify possible issues, concerns, and problems that would apply to a workplace team in accordance a provide scenario.

• Identify the current situation
• Address the concerns
• How you will report findings to relevant parties
• Develop processes to ensure that issues, concerns, and problems identified by team members are recognised and addressed.

Select the team problem
Identify the current situation
Address the process of analysis
Report on the group recommendation

Activity 3A

Objective

Encourage team members to participate in and to take responsibility for team activities

Question 1

Use the template provided below to guide your discussion. Discuss with your group what strategies or techniques that you used for encouraging your team members to take their responsibilities for group activities including communication processes.

Please noteyou must explain your strategies and techniques and describe their efficiency

• What strategies do you use to identify factors which need to be considered when assessing team capabilities?

• How do you evaluate areas that affected the overall team results and achievements?

As a team

• What area/s did you personally identify that directly impacted on team work performance problems?

As a team:

• How important was communication to your overall success and which communication strategies did you find most effective in facilitating a project?

Objective

Support the team in identifying and resolving work performance problems

Question 1

Imagine that you are working as a manager in a manufacturing firm, select an example of a problem that may arise in your area of work, and present to your group on how you would support your team in identifying and resolving work performance.

• Differences or frictions within the team
• A process or system that does not support work needs
• Competing work demands
• Low team morale or motivation
• Lack of resources and materials
• A team member absence (e.g. holiday or long-term sickness)
• Machinery or equipment faults
• An unsafe working environment.

Question 2

Do you believe conducting a S.W.O.T. analysis can assist in identifying a deeper understanding of individual utility and group dynamics? Why or why not.

Objective

Promote work team collaboration through individual behaviour

Question 1

Select two common techniques from this below list that you could use to motivate people in a team and elaborate on the benefits of employing those techniques.

• Offering rewards/incentive for success
• Coaching and/or mentoring opportunities for the team
• Offering progression and opportunities to learn new skills
• Trusting team members with important or higher-level

tasks and responsibilities

• Taking the time to speak to the team and individuals to

help arrange work requirements and to provide them with

progress

• Disseminating organisational news and information to

your team when appropriate

• Setting short-term goals
• Taking the team out for a work lunch to show

appreciation of their work achievements

• Organising a monthly/bi-monthly social event outside of

work hours.

Question 2

Identify at least two strategies that can be applied to enhance organisational image from a management position.

Objective

Establish and maintain open communication processes with relevant stakeholders

Question 1

Identify three components of effective communication.

Question 2

Using the scenario below, suggest appropriate communication channels for Jane to keep in contact with the creditors.

Scenario

Jane is a senior member of a credit control team. Jane has recently been assigned the task of providing regular feedback to a group of three creditors. The feedback must be comprehensive of the team's efforts and progress, and Jane needs to be prepared for difficult questions from the creditors.

The creditors are located in various territories and work within different organisations themselves. The creditors desire personal and regular feedback sessions regarding projects and will also wish to have a way of contacting Jane as and when they need. Jane must identify an appropriate method of communication that suits the stakeholders whilst being logistically possible.

Activity 4B

Objective

Communicate information from line management to the team

Communicating information

Dear Helena,

We would like to thank yourself and the rest of the team for attending the HCA health and safety training last Wednesday. I appreciate that you are all very busy presently so we are all the more thankful for your attendance.

HCA have sent through some feedback forms for the team to fill in when you have chance, they're very brief and won't take long. Finally, if either yourself or anyone has any feedback regarding the training, then please do not hesitate to contact me. It is the first time we have used HCA and I would be keen to hear your thoughts.

Many thanks,

Liam

Question 1

From a provided case study above, take the role of Helena and with a peer, engage in an appropriate role play to communicate the information in the email from the area manager, Liam. Within your discussion, seek the opinion of your peer as requested in the email.

Activity 4C

Objective

Communicate and follow-up unresolved issues, concerns and problems raised by team members with line management Address unresolved issues, concerns and problems raised by stakeholders

Question 1

Identify two implications of leaving workplace issues unresolved. Please explain your answer.

Question 2

How will a project status report be used to respond to concerns raised by stakeholders?

Question 3

Scenario: Kae is an office manager at an insurance broker. Recently he has identified several breaches of data protection legislation by multiple members of his team. Kae must identify the unresolved issue that has caused this and rectify the problem accordingly.

From a scenario above, work in a group of 3-4 people or as instructed by your trainer, then follow below tasks:

• Suggest possible unresolved issues and resolutions that have led to the situation in the scenario
• Take turn to play a role as Kae, and communicate and follow-up unresolved issues to management team.

Summative Activity

This activity will enable you to demonstrate the following performance evidence:

• Manage the effectiveness of at least one work team.

In the course of the above, the candidate must:

• Provide feedback to encourage, value and reward others
• Model desired behaviour and practices
• Encourage and foster a shared understanding of purpose, roles and responsibilities
• Support team to meet expected performance outcomes including providing formal and informal learning opportunities as needed
• Develop performance plans with key performance indicators (KPIs), outputs and goals for individuals or the team which incorporate input from stakeholders
• Communicate effectively with a range of stakeholders about team performance plans and team performance
• Evaluate and take necessary corrective action regarding unresolved issues, concerns and problems raised by internal or external stakeholders.

1. Imagine if you are working as a restaurant manager at Toba caf, how will you manage the effectiveness of your work team. The team includes 20 waiters/waitresses, 4 chefs, 6 kitchen hands.

This must include:

• Providing feedback to encourage, value and reward others
• Modelling desired behaviour and practices
• Encouraging and fostering shared understanding of purpose, roles and responsibilities
• Supporting team to meet expected performance outcomes including providing formal and informal learning opportunities as needed
• Developing performance plans with key performance indicators (KPIs), outputs and goals for individuals or the team which incorporate input from stakeholders
• Communicating effectively with a range of stakeholders about team performance plans and team performance
• Evaluating and taking necessary corrective action regarding unresolved issues, concerns and problems raised by internal or external stakeholders.

As you carry out the activity, you are required to complete a diary documenting your performance. This will be assessed as evidence of your competition, so provide as much information as you can.

You should complete a diary entry each time your complete part of the task. Each diary entry should be dated, and provide a description of the scenario as well as the specific action you have taken to complete part of the activity.

Section C - Skill Activities

Reading	analyses and interprets textual information from the organisation's policies, goals and objectives to establish team goals or to determine corrective action
Writing	prepares workplace documentation that communicates complex information clearly and effectively
Oral communication	engages in discussions or provides information using appropriate vocabulary and non-verbal features uses listening and questioning techniques to confirm understanding and to engage the audience
Enterprise and initiative	identifies how own role contributes to broader organisational goals modifies or develops policies and procedures to achieve organisational goals
Teamwork	selects and uses appropriate conventions and protocols when communicating with diverse stakeholders uses interpersonal skills to gain trust and confidence of team and provides feedback to others in forms that can be understood and used adapts personal communication style to build positive working relationships and to show respect for the opinions, values and particular needs of others
Planning and organising	develops, implements and monitors plans and processes to ensure team effectiveness monitors and actively supports processes and development activities to ensure the team is focused on work outcomes plans for unexpected outcomes and implements creative responses to overcome challenges.

3. This is a role-play activity which will be further instruct by your trainer.

Role-play a situation in which the peer acts as an employee, and you act as the line manager. Support your peer to fill out their development plan, relating it to a role that you are both familiar with. Identify potential issues you may encounter within the role and devise solutions.

Note: you may be provided with a template development plan, or use the example given below.

1. Refer to personal development plan above

Imagining that this development plan has been introduced to your workplace (simulated restaurant/ hotel/ other workplaces), write an email to your stakeholders explaining the purpose of the new plan and how these are relatable to and impact on projects.

Ensure the email is appropriately written and open to feedback.

1. Refer to legislation relevant to your state or territory. As a manager, draft an overview for a Diversity and Equality policy. The policy should outline the commitments and objectives of the organisation. Ensure that relevant legislation is considered and referenced within the policy.