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MGT702 Understanding And Managing Organisational Behaviour

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Questions:

ACMA is a travel call centre and internet based organisation that provides flights and accommodation for travellers both internationally and domestically. The call-centre is staffed by approximately 300 people and expects to grow to 400 in the next 12 months. However, within the business issues have been identified around staff engagement. A subsequent series of focus groups were conducted with frontline staff that identified significant problems associated with coaching, communication, and delegation as well as performance management across the company. Each line-manager has a maximum of 10 direct reports. The line managers are promoted from within the business and have received limited leadership or management development.

As a new member of the Organisational Development team you are required to develop a brief report (approximately 2000 words) outlining “how-to” improve one of the following areas: coaching, communication, delegation, or performance management that will be distributed to all line-managers. This should be supported using materials from the relevant module of MGT702. The report should be evidence based as well as practically orientated. The report is to be handed to your Senior Manager and will include the “how-to” guide in the body of the report.

Format: Report Style (Basic). Content includes: Cover Page, Executive Summary, Introduction, Body, Recommendations, Conclusions, and References.

Well-developed executive summary that includes key recommendations

Effective introduction outlines and discusses the purpose, context and implications of the report

One of the topic areas (see below) are explained using relevant references, theoretical frameworks, and support. This should explain what the area is about (your focus) and why it is important (implications of improvement).

Communication

Coaching

Delegation

Performance management

An easy to understand guide for line-managers on how to improve the areas of focus. This should be practical in nature – references are not required -

A subsequent series 4 to 8 recommendations (not included in word count) are provided that outline (summarise) the actions the line-managers should take in rolling out the learning program.

Presentation is of professional standard, limited spelling errors, grammatically sound, appropriate headings, effective referencing, conclusion included.            

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