BSBMGT401 Show Leadership in Workplace

BSBMGT401 Show Leadership in Workplace

Performance objective

For this task, you will demonstrate the skills and knowledge required to lead and build teams to perform to required standards of performance, and model high standards of management performance and behaviour.

Assessment description

Using the scenario provided, you will develop a plan to manage the establishment of a new workgroup. You will then write a report to the CEO describing your development of your plan and its features.Procedure

1. Read the scenario and Star Software business information attached to this task.
2. Develop a plan to manage the establishment of the new workgroup and include the following:
   1. activities to lead and build the team and instil organisational values and standards
   2. a range of key performance indicators you will use to measure and report on performance.
3. Develop a written report (maximum 700 words) for the CEO that describes how you will follow your plan to manage the establishment of the new workgroup.
   In particular, you should:
   1. describe the workplace situation and explanation of your plan to lead and build the new team, instil organisational values, and ensure your team is informed of performance expectations
   2. explain how you will ensure that your management performance and behaviour meets the organisation’s requirements, standards and values (both stated and implied, and how these can be identified) and contributes to the integrity and credibility of the organisation
   3. explain how you will ensure that your own performance and behaviour serve as a positive role model for others
   4. discuss leadership styles and how you would apply team-building ideas and strategies
   5. explain how you will inform team members of the vision, mission and code of conduct of the organisation, with focus on unacceptable behaviours and how these can be damaging to the organisation, and how you explain using these as a guide when conducting business
   6. describe any issues that will need to be addressed in developing performance plans for staff members, including:
      1. description of how the new standards for customer service will be followed
      2. any potential problems with the new standards

• outline the procedure for raising such questions with management

1. describe basic theories of group behaviour and how you used your knowledge of these theories to guide development of your plan for team activities.

4. Submit the plan and report to your assessor in line with the specifications below.

Specifications

You must submit:

• a plan that describes how you will manage the establishment of a new workgroup
• a written report to the CEO that describes your development of the plan and its features.

Your assessor will be looking for evidence that you have:

• reading skills to gather, interpret and analyse information relating to organisational goals, standards and values to aid planning and decision-making
• writing skills to:
  • record and report key information related to organisational goals, standards and objectives
  • research, plan and prepare documentation for relevant stakeholders, for example, team and CEO
• numeracy skills to identify and understand mathematical information in familiar texts to establish KPIs
• ability to understand how your own role meshes with the roles of others and contributes to broader work goals
• ability to collaborate with others to achieve joint outcomes, playing an active role in facilitating effective outcomes
• ability to recognise the importance of taking audience, purpose and other factors into account when making decisions about what to communicate with whom, why and how
• ability to develop plans to manage relatively complex, non-routine tasks with an awareness of how they contribute to longer-term operational and strategic goals of the organisation
• ability to use systematic analytical processes in complicated, non-routine situations, including:
  • setting goals
  • gathering relevant information
  • identifying and evaluating options against agreed criteria.

Adjustment for distance-based learners

• No variation of the task is required.
• A follow-up interview may be required (at the discretion of the assessor).
• Documentation can be submitted electronically or posted in the mail.

Scenario: Alexandra’s new position

For this assessment task, you are assuming the role of Alexandra at Star Software.

Alexandra works for a medium-sized organisation that provides software products and solutions to a vast number of business and residential customers. Alexandra has been employed by Star Software since leaving university. Her career has been quite successful.

Since joining the organisation as a customer service officer, she has progressed through the ranks of the organisation and was promoted to her first frontline management role 18 months ago. The organisation has staff in a number of locations around the greater metropolitan area. Recently, senior management decided to shut down offices (in two locations, one in Soundsville and another in Tribecca Lakes) and relocate the staff to a more central location (Melbourne) where they will join an existing work team.

Alexandra has been asked to manage the newly established team at the Melbourne location. This frontline management role will include responsibility for managing the transition of staff from their existing location to the new location and will involve a significant amount of high-level customer contact.

The role of the customer service team is mostly troubleshooting, to answer queries on how to use the software. The team handles general sales enquiries as well as dealing with complaints and various forms of feedback. The team’s most common modes of communication are via phone and email.

In addition to moving Alexandra to a new location, Star Software has revised its vision, mission and code of practice and has asked Alexandra to use these with her team members when conducting their work (refer to business information on following page) and developing key performance indicators (KPIs).

Alexandra’s senior manager has advised her that she may expect some problems with staff. Apart from the usual apprehension that would be expected when staff are changing their work teams, work practices and location, there has also been some discontent on the part of existing team members who thought they would be promoted to the newly created frontline management role. These members of staff are unhappy that Alexandra has been transferred to the position rather than an existing team member being promoted.

Problems have been encountered as a result of downsizing, including lower customer satisfaction, with deliveries going missing and delays on actioning service calls. Questions have been raised about the new standards of service.

Alexandra also wonders about the process for raising questions about problems and possible improvement of current policies and procedures.

Star Software business information

Star Software’s vision

Star Software is recognised as the most user-friendly and reliable provider of accounting and payroll software in Australia, making our customers our best advocate through their experience of our unparalleled technology and unforgettable customer service.

Mission

• Provide a high-quality product.
• Provide innovative accounting solutions.
• Maintain excellent service delivery.
• Create a strong community responsibility.

Code of conduct

Star Software is committed to providing a safe, supportive and productive work environment. Everyone in the company cooperates and agrees to suitable standards of conduct.

The following behaviours are unacceptable to the company. Any employee found engaging in these acts will be subject to disciplinary action which may include reprimand, warning, suspension or dismissal:

• being absent from work without a valid reason
• wilfully damaging, destroying or stealing property belonging to fellow employees or the company
• fighting or engaging in horseplay or disorderly conduct
• refusing to follow or failing to carry out the reasonable instructions of a supervisor
• ignoring work duties or wasting time during working hours
• coming to work under the influence of alcohol or any drug, or bringing alcoholic beverages or drugs on to company property
• intentionally giving any false or misleading information to obtain a leave of absence
• using threatening or abusive language towards a fellow employee
• smoking on company premises (contrary to established policy or violating fire protection regulation)
• wilfully or habitually violating health and safety regulations
• failing to wear clothing conforming to standards set by the company
• being late or taking unexcused absences from work
• not taking proper care of, neglecting or abusing company equipment or tools
• using company equipment in an unauthorised manner
• possessing weapons of any kind on company property.

Standards of service

• Orders to be filled by normal postal delivery.
• Customer queries to be addressed within 48 hours.