Task 1: Providing feedback
a. Before you can provide feedback to your team you need to be able to monitor their actual performance. Identify 3 areas of team performance you would monitor and discuss their importance.
b. Identify 2 methods you would use to deliver feedback to team members and discuss why they would be effective
Task 2: Develop processes to address issues or conflict
All teams have issues to resolve, conflicts to manage and problems to solve. Consider a time when you have been working in a team when an issue or conflict between team members arose. Then address the following points:
- Give a brief description of a performance issue in a workplace.
- Develop a process to resolve this issue; your process should take into account suitable negotiation and problem solving tools
Task 3: Role modelling effective team behaviour
Discuss how you serve as a role model to your team and other stakeholders?
Task 4: Identifying and communicating unresolved issues
Timat is a national retailing organisation company employing over 15,000 staff members. It has a large management team to oversee its daily operations; including a state manager; regional managers; store managers and team leaders.
You are a regional manager; overseeing 4 store managers and 8 team leaders. You hold one virtual meeting a week to stay in touch with your store managers encouraging then to hold a weekly face to face meeting with their team leaders. You also visit the stores at least once a fortnight.
The staff and management team are responsible for:
- Sales and enquiries;
- Billing and payments
- Service requests and
- Managing complement and complaints
Over the past month one of the outlets continues to receive a significant number of customer complaints in comparison to all the other outlets. The team appears to be functioning well and working towards their performance plans.
You feel the turnover of staff, lack of formal training or poor communication may be the underlying reason for the increase in complaints. You have attempted to work with the store manager to resolve possible issues; however little improvement has occurred. The State Manager has requested a report.
Write a short report for your manager on resolution of team performance issues:
a. Describe how you will maintain an open communication process between stakeholders (manager, team).
b. Describe how you will initiate and maintain this communication process so that input from outside the team could contribute to team performance.
c. Describe how you will evaluate team performance and the rationale behind corrective actions in order to provide evidence of your knowledge of:
i. group behaviour to build team cohesion
ii. how to support team members to achieve goals through coaching, mentoring, training, etc.
iii. resolution techniques or strategies. .
d. Describe corrective actions you will take to ensure team goal/s are achieved.
e. Evaluate the effectiveness of the proposed corrective action; identify possible concerns and problems that could be raised by internal and external stakeholders.
f. What support mechanisms will you put in place for the team?
a. It is very important for a team leader to monitor the actual performances of the team members before providing feedbacks to the team members. The different areas of team performances which it is important for a team leader to monitor are as follows:
Understanding of team roles and responsibilities- According to Edmondson (2016) it is very important that all the members of a team are all aware of their roles and responsibilities regarding performing a particular task which helps in the efficient progress of the tasks. In a team it requires that the tasks are re-distributed across the teams for better efficiency and productivity and therefore it is very essential that the team members are aware of their own and other job roles.
Trust- It is also very important that a team member trusts the other team members and accordingly communicate various issues or problems with other team members which helps in quick resolving of the issues faced by the team members and therefore trust is a very vital area of team performance which needs to be focused upon in order to developed in order to prevent various issues at work.
Adaptability- In case of working in teams it is very essential that the team members are open to various types of changes and have the ability to adapt themselves according to the change which will help them in completing the tasks in a more productive manner and without the adaptability of the team members, it is very difficult to achieve effectiveness in team performance as the members remains hesitant to change.
b. The two methods that can be used to deliver feedbacks to the team members are as follows:
As opined by Gabriel, Frantz, Levy and Hilliard (2014) the first method which can used to provide feedbacks to the team members is by directly communicating the feedback in a two way communication process as it helps in engaging the team members and it helps the leaders to check for engagement of the team members and it also promotes a sense of partnership.
As opined by Jackson (2017) the second method which can be used to provide feedback to the team members is by communicating the feedback to the employees through a neutral space such as through the personal e-mail address of the leader and not through the official e-mail id of the company or the leader.
All teams experience various types of conflicts while working on a task or performing a task as is very natural for the team members of the team to get involved into conflicts owing to different perceptions regarding approaching a task.
While working as a team leader in one of the teams of Woolworths, I experienced a conflict between the various team members of the team which resulted in the disruption of the operations of the team as a whole and therefore the main objective of the team was not established. As stated by Lanaj and Hollenbeck (2015) the conflict was between the various team members of the team as the roles and responsibilities which were required by the employees to take up in order to accomplish the task was not clear to the team members due to lack of effective communications skill and due to the absence of a brainstorming session before the start of the task which resulted in differences in views among the team members regarding the approach which should be applied to the task which resulted in chaos in the team and de-motivation of the team members and the issue further complicated as the various team members were accidentally coming in the way of each other while performing the tasks as a result of confusion regarding their particular roles and responsibilities regarding the task which resulted in disruption of the entire task as a result of lack of motivation among the team members.
After getting alert on the current situation, I decided to step into the issue and the first task which I undertook was analysing the current situations and the various issues in the tasks and also determining the cause of occurrence of such issues. As stated by Al Wekhian (2015) after understanding the issues affecting the team performances, I organized a meeting of the stakeholders and in detailed explained them about the aim and objectives of the current task of the team and thereafter conducted a brainstorming session in order to finalize the approach which can be undertaken as it will also help in equal participation of all the team members of the tasks and will also help them informing about their roles and responsibilities. As stated by Watkins (2016) after finalizing the approach to be undertaken and clarifying their roles and responsibilities I reminded the team members that the effectiveness of the task will not be determined by individual performance but by group performance which will help in improving coordination and motivation among the team members.
I serve as a role model to the team members and the other stakeholders of the company as I believe in leading from the front and leading by example which helps in acting as milestones for the rest of the team members and other stakeholders of the company. According to Furr and Dyer (2014) rather than commanding my team members regarding progressing through a task, I believe in leading the team members to the desired outcomes of the tasks which helps in motivating the team members and leading the team members towards the goal. I also serve as role model to the team members and to other stakeholders of the company by being the first individual in the team to embrace any kinds of changes in the organization which helps in motivating and encouraging the other team members regarding adapting themselves or embracing various types of changes in the organization rather than by simply directing the team members to embrace the various types of organizational changes. I also serve as a role model to the team members and other stakeholders of the company as I set an example regarding demonstrating various leadership skills and capabilities in achieving the objectives of the team and the organization overall by effective decision making and delegation.
a. It is very important to maintain an open communication process with the stakeholders of an organization in order to resolve various issues in the organization and to effectively carry out the operations of the organizations. According to O’Neill and Salas (2018) in order to maintain open communication it is very important to share communication ground rules with the employees of the company so that the employees understand the importance of open communication but procced and act with it in a professional manner. In order to maintain an open communication it is also very important to explain key concepts to every member of the team and avoiding communication through acronym and jargons.
b. In order to initiate the process of open communication, the manager must conduct team meetings with all the members of the team on a weekly basis and make sure that the meetings are not postponed or res-scheduled as it creates a negative impression among the team members. The manager also must provide update to the team members regarding various important matter of the company which may impact the company as the team members prefers to hear various issues and matters from the managers than hearing it from the grapevine. The manager must also opt for an open door policy where other than the team members, members from outside the group can also inputs and feedbacks to the mangers regarding the improvement of team performances which closed door policy fails to acquire.
c. Team performances can be evaluated by team evaluation in this case where the team members asked to evaluate other team members based on their individual contribution and their overall contribution towards achieving team goals and objectives as it helps in providing a better picture of the performance of the team.
i. The evaluation of the rationale behind corrective actions regarding group behaviour to build team cohesion is that the behaviour of the group and the members determines the cohesion of the team and therefore appropriate actions must be taken to improve the behaviour of the group which will result in development of team cohesion.
ii. The evaluation of the rationale behind corrective actions regarding supporting team members to achieve goals through coaching, mentoring and training is that the lack of adequate skill and capabilities restricts a team member to achieve their goals and therefore adequate support must be given to the team members in the form of coaching, mentoring and training.
iii. The evaluation of the rationale behind corrective actions regarding resolution techniques and strategies is that in case of arousal of various issues in the workplace as a result of non-performance of the various teams of the organizations require resolution techniques and strategies in order to address those issues and to achieve the organizational goals.
d. The corrective actions which can be taken in order to ensure that the team goals are achieved are is by providing quality training to the team members of the store in order to improve their communication and presentation skill. According to Matsudaira (2017) the other corrective action which can be taken to ensure that the team goals are achieved is by developing the internal communication process and framework of the store by facilitating effective communication between the various departments and teams of the company. As opined by Smith (2017) another corrective action which can be undertaken in order to ensure that the team goals are achieved is by developing new ways of seeking feedbacks from the customers in the store. The other corrective action which can be taken in order to ensure that the team goals are achieved is by interchanging few team members from the other functional teams of the company from other stores of the company.
e. The above mentioned corrective action of providing quality training to the team members of the stores will help in increasing the communication and presentation skills of the team members which will help in improving the rate of customer satisfaction thus reducing customer complaints. As stated by Einarsen, Skogstad, Rørvik, Lande and Nielsen (2018) the above mentioned corrective action of developing the internal communication of the store will help in effective flow of communication in the store at various levels across various departments which will prevent communication gap and will help to increase the effectiveness of the team members thus reducing customer complaints. As stated by NurKholisoh and RiaSulastri (2017) the above mentioned corrective action of developing new ways of seeking feedbacks will help in the engagement of the customers in giving feedbacks which will help in identifying the root cause of the increase in consumer complaints in the store so that actions could be taken which will help in reducing customer complaints. The corrective action of interchanging few team members from the other functional groups of the company from other stores of the company will help in addressing the problems of the current stores and will also help the team members of the group to learn from other effective team members which will help in motivating them to improve themselves thus reducing customer complaints.
As stated by Giapponi (2015) the possible concerns and problems which could be raised by various internal and external stakeholder of the company regarding the corrective actions are increase in expenses of the company as a result of providing training to the employees and developing new ways of collecting feedbacks and lack of unity and cohesiveness among the team members due to interchange of team members.
f. As opined by Paul Jiménez, Bianca Winkler and Anita Bregenzer (2017) the support mechanisms which can be put in place for the team are providing adequate time to the team members regarding improving the performances and improving the overall performance of the team, having clear and transparent grievance redressal policy in place and having a training and development program in place for the employees who seek to improve their skills and capabilities in order to improve their individual and group performance.
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