You are a team leader working for GELOS, and you have a new employee starting in a week. You are going to ask one of your experienced team members to assist with the training of this new employee. You set up a one-to-one meeting with the existing team member to discuss their involvement in training this new employee. In the meeting you are also keen to share your ideas,

Role of the student being assessed

During your role play you must demonstrate the following skills:

• identifying the context for communication and selecting approach and responses accordingly
• creation and presentation of messages by choosing the method and the mode appropriate to the audience and context
• effective two-way communication.
• identifying and recording actions required because of communication and following up in a timely manner

YOU MUST PROVIDE A COPY OF THE ROLE PLAY SCRIPT

Task 1: Background

Read the following question carefully. Your answer should be a minimum of 50 words but no longer than 100 words.

1. Provide a brief outline of the situation, who is involved, and the purpose and context of the meeting.

Task 2: Meeting invitation

Read the following question carefully. Your answer should be a minimum of 50 words but no longer than 100 words.

1. Draft an invitation to your team member inviting them to this meeting and providing all the details of the meeting. Ensure that you communicate using media and format relevant to this situation and in line with organisational policies and procedures. Some options may include a calendar invite, email, Microsoft Teams chat or text message.

Task 3: Communication channel

Read the following question carefully. Your answer should be a minimum of 60 words but no longer than 150 words.

1. Explain which communication channel/media you selected and how does it meet your organisational policies and procedures.

Task 4: Conduct the meeting

As per the invitation above conduct a one-to-one meeting with your team member. This meeting must be observed by your assessor either face to face or via a recording.

The duration of this meeting must be at least 5 minutes.

Details of what you will be assessed on are included in the attached Observation Checklist

Based on the meeting, identify any 2 communication challenges you faced as a leader.

Details of what you will be assessed on are included in the attached Observation Checklist.

Make sure you record the meeting minutes for any further reference. Use the Gelos Enterprisemeeting minutes template.

Task 5: Seek feedback

After you complete the one-on-one meeting with your team member, ask for feedback to improve your communication skills. Note down the feedback and answer the following question in no more than 100 words.

1. Explain how you can improve the communication and/or the barriers that prevented effective communication.

Task 6: A2dress a concern

Use the Gelos Enterprise'sagenda template (Long URL:https://share.tafensw.edu.au/share/items/02285ff1-cfb2-4af4-b402-fdc23bf4bf11/0/?attachment.uuid=dd52677e-b030-47e7-82ee-117224ece8c3 ) For writing the agenda and the Gelos Enterpriseemail template to draft the following email. (Long URL -https://share.tafensw.edu.au/share/items/02285ff1-cfb2-4af4-b402-fdc23bf4bf11/0/?attachment.uuid=2a6ed3d4-ca14-427f-8583-ceb6bcb08c1b)

1. Draft a follow-up email to the team member who attended the meeting. In this email provide a summary of what was discussed, the agenda and seek clarification for any decision made or actions/items to be followed upon.

Task 7: A quick check

Read the following question carefully. Your answer should be a minimum of 60 words but no longer than 150 words.

Use the Gelos Enterpriseemail template to draft the following email. (Long URL:https://share.tafensw.edu.au/share/items/02285ff1-cfb2-4af4-b402-fdc23bf4bf11/0/?attachment.uuid=2a6ed3d4-ca14-427f-8583-ceb6bcb08c1b)

1. Draft an email to your team member asking if he or she is facing any challenges or has any concerns regarding actions/items to be followed upon.

ROLE PLAY 2 SCENARIO

You are a team leader working for GELOS, and you have been given the job of planning this month's social event for the whole department. You would like to work on this in conjunction with a few of your team members as you value their ideas. In the meeting, you are also keen to share your ideas and consult with them to encourage their input and feedback.

This meeting can be face-to-face or virtual, but not over the phone, the chosen communication channel must include video or physical presence so that body language can be observed by the assessor.

- YOU NEED TO PROVIDE A SCRIPT OF THE ROLE PLAY

Task 1: Background

Read the following question carefully. Your answer should be a minimum of 50 words but no longer than 100 words.

1. Provide a brief outline of the situation, who is involved, and the purpose and context of the meeting.

Task 2: Conduct the meeting

As your chosen scenario outlines in the above scenario, conduct a team meeting with your team members. There must be a minimum of 2 team members other than yourself. This meeting must be observed by your assessor either face to face or via a recording.

Make sure you record the meeting minutes for any further reference. Use the Gelos Enterprisemeeting minutes template. (Long URL:

Based on the two communication challenges that you identified in the Part 1 Task 4, identify respective solutions, and attempt to incorporate them in this meeting.

Also, try to work on the feedback you received for the communication from Part 1 Task 5. Do seek feedback from your team members during this meeting and check whether you have incorporated all the improvements that you had previously planned.

Task 3: Seek feedback

After you complete the meeting with your team members, ask for feedback to improve your communication skills. Note down the feedback and answer the following question in no more than 100 words.

1. Explain how you can improve the communication and/or the barriers that prevented effective communication.

Task 3: Follow up email

Read the following question carefully. Your answer should be a minimum of 50 words but no longer than 100 words.

Use the Gelos Enterpriseemail template to draft the following email. (Long URL:https://share.tafensw.edu.au/share/items/02285ff1-cfb2-4af4-b402-fdc23bf4bf11/0/?attachment.uuid=2a6ed3d4-ca14-427f-8583-ceb6bcb08c1b)

1. Send a follow-up email to all the team members who attended the meeting. In this email provide a summary of what was discussed, and any decision made or actions/items to be followed upon.

Task 4: Reply email

Read the following question carefully. Your answer should be a minimum of 50 words but no longer than 100 words.

Use the Gelos Enterpriseemail template to draft the following email. (Long URL:https://share.tafensw.edu.au/share/items/02285ff1-cfb2-4af4-b402-fdc23bf4bf11/0/?attachment.uuid=2a6ed3d4-ca14-427f-8583-ceb6bcb08c1b)

1. Oneof your team members has questions regarding some of the items you discussed in the email. Please provide a draft of your team member's reply email to you where they seek clarification of details.

Part 3: Role play 3

You are GELOS team leader. Joe, who is one of your team members has been underperforming for the last one month. She joined GELOS recently and is from a distinct cultural background. You have noticed her not contributing to team meetings, not attending team seminars, and not eating with the team during lunch time. This behaviour seams concerning because she was very proactive, candid, and motivated when she joined.

You want to show your support and help her in case there is a concern.

Role of the student being assessed

During your role play you must demonstrate the following skills:

• identifying the context for communication and selecting approach and responses accordingly
• creation and presentation of messages by choosing the method and the mode appropriate to the audience and context
• effective two-way communication.
• identifying and recording actions required because of communication and following up in a timely manner.

PROVIDE A SCRIPT OF THE ROLE PLAY

Task 1: Background

Read the following question carefully. Your answer should be a minimum of 100 words but no longer than 200 words.

1. Provide a brief outline of the situation, who is involved, and the purpose and context of the meeting.

2. Describe how you will structure the message to your team member. This could include the points you wish to speak about in the meeting.

3 .Which method of communication do you think is most suited for such a conversation and what could be the possible barriers to such a communication?

Task 2: Conduct the meeting

Conduct a one-to-one meeting with Joe. The role of Joe will be allocated or played by your trainer/assessor. The duration of this meeting must be at least 5 minutes.

In this meeting you will discuss the points that you mentioned in Task 1. Joe will acknowledge your support but will still be hesitant to express herself clearly.

Prompts for the person in Joe's role.

• Firstly, listen to your team leader's concerns patiently.
• Secondly, acknowledge your team leader's interest to help you out.
• Thirdly, show a hesitance in explaining the real reason for your underperformance.
• Lastly, communicate that you will reflect on the issue and reach out to your team leader.

Make sure you record the meeting minutes for any further reference

Task 3: Reach out to Joe

It has been a couple of days and you have not heard from Joe. She might not be feeling comfortable to share her views yet. As a team leader, reach out to Joe to check in and show your support

1. Draft an email to Joe as a gentle reminder to feel free about her concerns and connect with you.

Task 4: Joe's reply

Now, assume that you are Joe, and you are finally comfortable to share your concerns with your team leader. The fact that your team leader reached out showed his/her support towards addressing your issues. Therefore, you have decided to have a one-on-one communication with the team leader to discuss your concerns and the challenges that you have been facing.

Use the Gelos Enterpriseemail template to draft the following email. (Long URL:https://share.tafensw.edu.au/share/items/02285ff1-cfb2-4af4-b402-fdc23bf4bf11/0/?attachment.uuid=2a6ed3d4-ca14-427f-8583-ceb6bcb08c1b)

Read the following question carefully. Your answer should be a minimum of 50 words but no longer than 100 words.

1. As Joe, draft an email to your team leader requesting for a one-on-one meeting. The method of communication can be virtual or in person.

Task 5: Conduct the meeting

The team leader has accepted your invitation. Now conduct a one-on-one meeting with your team leader. The role of Joe will be played by you and the role of team leader will be allocated or played by your trainer/assessor. The duration of this meeting must be at least 5 minutes.

In this meeting you will discuss all your concerns that are causing you to underperform.

Details of what you will be assessed on are included in the attached Observation Checklist.

Prompts for Joe's role

You recently joined GELOS and were excited to work with the team. You were looking forward to do excel in the tasks allotted to you. However, you are facing difficulty to adjust with the work culture, facing language barriers because the team use technical jargons and speak at a speed which is incomprehensible to you. You have also faced some stereotypical remarks from your team members. As a result, you have lost the sense of belonginess that you felt when you first joined the organization.

Prompts for team leader's role

You as a team leader will be an active and effective listener. You will use two-way communication approach during the meeting. You will show your support towards Joe and assure her that GELOS values diversity and cultures. You will also go through and explainGelos Enterprises' policy on diversity. (Long URL:https://share.tafensw.edu.au/share/items/5f1cec7b-1d03-446a-85b7-edb42692c34e/0/?attachment.uuid=877acdbd-0309-414e-b8a0-4ed7c30d968f)

You will also assure her that you will speak with her supervisor to improve the inclusiveness of her and her team members.

Task 6: Seek clarity and feedback

You, as a team leader, have addressed all the concerns and challenges faced by Joe and taken necessary steps to improve her performance. It has been two weeks now and you wish to seek clarity and confirmation from Joe about her comfort level in the team.

Use the Gelos Enterpriseemail template to draft the following email. (Long URL:https://share.tafensw.edu.au/share/items/02285ff1-cfb2-4af4-b402-fdc23bf4bf11/0/?attachment.uuid=2a6ed3d4-ca14-427f-8583-ceb6bcb08c1b)

Read the following question carefully. Your answer should be a minimum of 50 words but no longer than 100 words

1. Draft an email to Joe seeking her inputs regarding her level of comfort in her team and request for her feedback for your approaches. In the email, list the three ways that you, the team leader, would have worked to solve for her concerns.

Part 4: Role play 4

Scenario

You are the customer service head of Gelos Enterprises' customer service division and responsible for ensuring that your team meets standards of performance. It has recently come to your attention that the number of customer grievances have increased since the last quarter. After preliminary analysis you realise that these griveances can be broadly classified into 3 catergories;

• quality of service
• inefficiency in service
• excessive wait time.

Also, the number of complaints vary in different geographical areas. As a supervisor, your job role is to assign the task of finding solutions to deal with the problem effectively. You have two members in the team and two weeks to complete your analysis and present the solution to the CEO. The analysis will have to be completed in two parts: one is to identify which category of grieavnces is the most critical and the second is to identify which geographical region is most critical. Ensure that you communication the project timeline and allocate the tasks between the two team members.

Role of the student being assessed

During your role play you must demonstrate the following skills:

• identifying the context for communication and selecting approach and responses accordingly
• creation and presentation of messages by choosing the method and the mode appropriate to the audience and context
• effective two-way communication.
• identifying and recording actions required because of communication and following up in a timely manner.

PROVIDE A SCRIPT OF THE ROLE PLAY

Task 1: Background

Read the following question carefully. Your answer should be a minimum of 50 words but no longer than 100 words.

Provide a brief outline of the situation, who is involved, and the purpose and context of the meeting.

Task 2: Conduct the meeting

Conduct a team meeting with your team members. There must be a minimum of 2 team members other than yourself. This meeting must be observed by your assessor either face to face or via a recording.

The following analysis needs to be done on priority for the performance improvement of the firm -

• Types of customer grievances.
• Regions from which most of these grievances are coming from.

As the customer service head, your task is to discuss with your team the timeline in which you are looking forward to completing these tasks and who would be dealing with the tasks.

Make sure you record the meeting minutes for any further reference.

Based on the two communication challenges that you identified in the Part 1 Task 4, identify respective solutions, and attempt to incorporate them in this meeting.

Also, try to work on the feedback you received for the communication from Part 1 Task 5. Do seek feedback from your team members during this meeting and check whether you have incorporated all the improvements that you had previously planned.

Task 3: Seek Feedback

After you complete the meeting with your team members, ask for feedback to improve your communication skills. Note down the feedback and answer the following question in no more than 100 words.

1. Explain how you can improve the communication and/or the barriers that prevented effective communication.

Task 4: Follow up email

Read the following question carefully. Your answer should be a minimum of 50 words but no longer than 100 words.

Use the Gelos Enterpriseemail template to draft the following email. (Long URL:https://share.tafensw.edu.au/share/items/02285ff1-cfb2-4af4-b402-fdc23bf4bf11/0/?attachment.uuid=2a6ed3d4-ca14-427f-8583-ceb6bcb08c1b)

1. Send a follow-up email to all the team members who attended the meeting. In this email provide a summary of what was discussed, and any decision made or actions/items to be followed upon.

Task 5: Reply to email

One of your team members has questionsregarding the analysis that is expected of them. In this task you play of one of team members who has queries on the following:

• If the analysis must be based on nations or continents.
• If the analysis should look at top 10 regions or all regions.
• The database out of the available past customer databases that must be used.

Read the following question carefully. Your answer should be a minimum of 50 words but no longer than 100 words.

Use the Gelos Enterpriseemail template to draft the following email. (Long URL:https://share.tafensw.edu.au/share/items/02285ff1-cfb2-4af4-b402-fdc23bf4bf11/0/?attachment.uuid=2a6ed3d4-ca14-427f-8583-ceb6bcb08c1b)

1. Draft an email to your head of the department regarding your queries and seek clarification of details.