BSBWOR502 Student Assessment Tool - V2.0 MAR 2020

Wall Street College Pty Ltd
ABN No: 42 606 344 905

RTO No: 41294 CRICOS Provider No.: 03601F
Melbourne: Level 4, 20 Queen St, Melbourne, VIC 3000
Phone: +61 3 9629 4770 Email: admissions@wallstreet.edu.au
Hobart: Level 2, 27 Elizabeth St, Hobart, TAS 7000
Assessment Tool
Unit Details BSBWOR502 Lead and manage team effectiveness.
This is a summative assessment, which requires each

Assessment
student to have adequate practice prior to undertaking this
Type assessment
Assessment Task 1
Questions and Answers
Assessment (Written Questions)
Tasks Assessment Task 2

Project
(Lead and Manage Team Effectiveness)
Last Modification Date March 2020
Proposed Review Date March 2021
©WSC V2.0 March 2020 BSBRWOR502 - Assessment Tool Page 1 of 30

Next Review March 2021
ABN No: 42 606 344 905
Unit Summary
This unit describes the skills and knowledge required to lead teams in the workplace and to actively
engage with the management of the organisation.
It applies to individuals working at a managerial level who facilitate work teams and build a positive
culture within their work teams. At this level, work will normally be carried out using complex and
diverse methods and procedures requiring the exercise of considerable discretion and judgement,
using a range of problem solving and decision making strategies.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of
publication.
Prerequisite Units
There are no recommended pre-requisite units for this competency.
Possible Co-requisite Units
This unit can be assessed independently, however holistic assessment practice with other business
service units of competency is encouraged

ABN No: 42 606 344 905
Assessment Overview
This Student Assessment Booklet includes all your tasks for assessment of BSBWOR502 Lead and manage
team effectiveness.
About Your Assessments

This unit requires that you complete two assessment tasks. You must complete all tasks to achieve
competency for this unit.
Assessment Task About This Task
Assessment Task 1: Written Students must correctly answer all questions in this task to show that they
Questions understand the knowledge required of the unit.
Assessment Task 2: Lead and Students will lead and manage the team effectiveness for an organisational
Manage Team Effectiveness department to ensure operation objectives are achieved.
How to Submit Your Assessments

When you have completed each assessment task you will need to submit it to your assessor.
Instructions about submission can be found at the beginning of each assessment task.
Make sure you photocopy your written activities before you submit them – your assessor will put the documents
you submit into your student file. These will not be returned to you.
Assessment Task Cover Sheet

At the beginning of each task in this booklet, you will find an Assessment Task Cover Sheet. Please fill it in for
each task where you need to submit items for assessment, making sure you sign the student declaration.
Your assessor will give you feedback about how well you went in each task, and will write this on the back of
the Task Cover Sheet.
Assessment Appeals
You can make an appeal about an assessment decision by putting it in writing and sending it to us. Refer to
your Student Handbook for more information about our appeals process.
Plagiarism, Cheating and Collusion

When a trainer/assessor believes there has been an incident of an academic misconduct involving plagiarism,
cheating and/or collusion, you will be reported by your trainer/assessor along with reasons for the allegation.
Wall Street College takes a serious view of plagiarism and cheating in any form of assessment.
Academic misconduct may include, but is not limited to:

o using study guide material without acknowledgement;
o paraphrasing the work of another person;
o directly copying any part of another person's work;
o summarising the work of another person;
o using or developing an idea or theme derived from another person's work;
o using experimental results obtained from another person's work; and

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o in the collaborative projects, falsely representing the individual contributions of the collaborating
students where individual contributions are to be identified.
Penalties for plagiarism may include but not limited to: a caution or reprimand; awarding of zero marks in the
assignment, essay, project, test, examination or other work in respect of which academic misconduct has
occurred; a fail in the subject; a fine; suspended enrolment; or exclusion from the College.
Definitions:
Academic Misconduct
Involvement in cheating, plagiarism or any other conduct that deliberately or inadvertently claims ownership of
an idea or concept without acknowledging the source of information.
Cheating
Includes, but not limited to, copying the work of another under any assessment condition without the other
person’s knowledge; copying the work of another under any assessment condition with the other person’s
knowledge; unauthorised collaboration of assessment tasks.
Collusion
When two or more students incite, facilitate and conceal involvement in cheating and/or plagiarism.
Plagiarism
Involves intentionally or unintentionally submitting/presenting work that is done by another person without
referencing the sources of information and may include content scraping where students simply copy and paste
contents from a source without proper citation.
For more information, please refer to our Academic Misconduct Policy and Procedures.

ABN No: 42 606 344 905
Assessment Plan
The following outlines the requirements of your final assessment for this unit. You are required to complete all
tasks to demonstrate competency for BSBWOR502 Lead and manage team effectiveness.
Your assessor will provide you with the due dates for each assessment task. Write them in the table below.
Assessment Requirements Due Date
1. Questions and Answers
2. Project
AGREEMENT BY THE STUDENT

Read through the assessments in this booklet before you fill out and sign the agreement below. Make sure
you sign this before you start any of your assessments.
Have you read and understood what is required of you in terms of assessment?  Yes  No
Have you read and understood the RTO’s policies and procedures related to  Yes  No
reassessment?
Do you understand the requirements of this assessment?  Yes  No
Do you agree to the way in which you are being assessed?  Yes  No
Do you have any special needs or considerations to be made for this assessment?  Yes  No
If yes, what are they?
___________________________________________________________________
Do you understand your rights to appeal the decisions made in an assessment?  Yes  No
Student name: ____________________________________________________________________________
Student signature: ______________________________________________ Date: ____________________
Assessor name: ___________________________________________________________________________
Assessor signature: _____________________________________________ Date: ____________________

ABN No: 42 606 344 905
Assessment Task Cover Sheet – Assessment Task 1
Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.
Name:
Date of submission:
Unit:
▪ BSBWOR502 Lead and manage team effectiveness.
Assessor to complete
Was this a
Satisfactory/ resubmission?
Assessment Task Not satisfactory Date Y/N
Questions and Answers
STUDENT DECLARATION
I _________________________________________________ declare that these tasks are my own work.
 None of this work has been completed by any other person.

 I have not cheated or plagiarised the work or colluded with any other student/s.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.
 I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.
Student signature: _________________________________________________________________________
Student name: ____________________________________________________________________________

ABN No: 42 606 344 905
ASSESSOR FEEDBACK
Assessors: Please return this cover sheet to the student with assessment results and feedback.
A copy must be supplied to the office and kept in the student’s file with the evidence.
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Assessor signature: ________________________________________________________________________
Assessor name: ___________________________________________________________________________
Date: ___________________________________________________________________________________

ABN No: 42 606 344 905
Assessment Record Checklist

ASSESSMENT TASK 1: WRITTEN QUESTIONS
Yes No
Did the student answer all questions correctly? (Please note which questions were answered incorrectly, if
applicable.)
If ‘no’ to the above, did you identify gaps in the student’s understanding and knowledge?
If ‘yes’ to the above, what arrangements have been made for reassessment?
Please add any feedback to the student about this task on the Assessment Cover Sheet. Keep a copy of the completed
Assessment Task Cover Sheet.
Please note any reasonable adjustments for this task below.
 I have reviewed the mapping to this task.

 I have analysed the evidence gathered against the requirements of this task and am satisfied that the student has
satisfactorily demonstrated the knowledge required of this unit.
Where any items above are marked ‘No’, please provide comments and outline the gaps below. Ensure feedback is
provided to the student on their Assessment Task Cover Sheet. Note actions that will be taken to correct the gaps.
Assessment Task 1 outcome: Satisfactory  Not Satisfactory 
Date: __________________________________
Student name: ____________________________________________________________________________
Assessor name: ___________________________________________________________________________

ABN No: 42 606 344 905
Assessment Task 1: Written Questions
TASK SUMMARY
You must answer all questions below correctly.
RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK:

▪ Access to Learner Guide, PowerPoint presentation and recommended textbook
▪ Access to a computer with Internet
▪ Access to a word processor
WHEN AND WHERE WILL THIS TASK BE COMPLETED?

▪ This task may be done in your own time as homework or you may be given time to do this task in class
(where applicable).
▪ Your assessor will provide you with the due date for this assessment.
WHAT HAPPENS IF I GET SOMETHING WRONG?

If your assessor marks any of your answers as incorrect, they will make arrangements with you about
resubmission. Your assessor may ask you some questions verbally to check your understanding, or you may
need to provide new written responses to the questions that were answered incorrectly. Your assessor will give
you a due date by which this must be provided.
If your assessor identifies any plagiarised responses in your answers, your trainer/assessor will report this
along with reasons for the allegation. For more detailed information about academic misconduct, please refer to
Plagiarism, Cheating and Collusion section in the Assessment Overview of this assessment booklet.
STUDENT INSTRUCTIONS FOR TASK 1

▪ This is an open book test – you can use your learning materials as reference.
▪ You must answer all questions in this task correctly using your own words.
▪ You must answer the questions by typing your answers in a word processor such as Microsoft Word or
similar program.
WRITTEN ANSWER QUESTION GUIDANCE

The following written questions may use a range of ‘instructional words’, such as ‘identify’ or ‘explain’. These
words will guide you as to how you should answer the question. Some questions will also tell you how many
answers you need to give – for example, ‘Describe three strategies…’.
▪ Describe – when a question asks you to ‘describe’, you will need to state the most noticeable qualities or
features. Generally, you are expected to write a response of two or three sentences in length.
▪ Explain – when a question asks you to ‘explain’, you will need to make clear how or why something
happened or the way it is. Generally, you are expected to write a response of two or three sentences in
length.
▪ Identify – when a question asks you to ‘identify’, you will need to briefly describe the required information.
Generally, you are expected to write a response of two or three sentences in length.
▪ Outline – when a question asks you to ‘outline’, this means giving only the main points. Generally, you are
expected to write a response of two or three sentences in length.
▪ Summarise – when a question asks you to ‘summarise’, this is similar to ‘outline’, only giving the main
points. Generally, you are expected to write a response of two or three sentences in length.

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QUESTION 1
Describe four strategies you would implement when managing a team to ensure that all members are clear on
their responsibilities and requirements.
QUESTION 2
Describe three different types of support you can provide members of your team to ensure they remain
engaged and committed to quality outcomes. For each one, explain the advantages and disadvantages (if any).
QUESTION 3
Describe three communication methods you might use to communicate with your team members and
stakeholders. For each one, explain at least one advantage and one disadvantage.
QUESTION 4
As a manager in an organisation, explain how you would ensure you are viewed as a positive role model.
QUESTION 5
As a workplace leader, describe how you would ensure that your team were actively involved in decision-
making processes.
QUESTION 6
Explain why it is important to keep lines of communication open with your own manager at all times when
working with a team.
QUESTION 7
Describe the five stages of group development.
QUESTION 8
You have brought together a team of people with different skills and knowledge but you can’t always expect
things to run smoothly and even for everyone to work well together.
Describe how each item below can impact on the team’s performance.
▪ Someone likes to cause conflict
▪ Someone has trouble speaking up and participating
▪ Someone passes blame and cannot take responsibility for their mistakes
▪ Someone avoids sharing information
▪ Someone dominates discussion
▪ Team members share knowledge and skills
▪ Someone is good at mediating
QUESTION 9
Access organisational policies/procedures related to the following areas that can impact on or assist team work
(one document for each area). Check the questions below to make sure the documents you locate are relevant.

ABN No: 42 606 344 905
If you are a classroom-based student, research online to find organisational policy and procedures in the
following areas.
▪ Work allocation
▪ Mentoring/coaching
▪ Conflict resolution.
Address the following points regarding each document you have located.
▪ Work allocation:
− Briefly describe the responsibilities of supervisors/managers when allocating work to their employees.
− Briefly describe the responsibilities of employees when receiving work from their supervisor/ manager.
− Does the policy/procedure state any requirements regarding the need to work extended or continuous
periods of overtime due to work allocation? If yes, explain the requirements.
▪ Mentoring/coaching:
− Briefly summarise the benefits the organisation feels it will get from mentoring/coaching.
− Briefly summarise the mentoring relationship.
− Briefly summarise the mentoring process.
▪ Conflict resolution:
− What principles of behaviour does the organisation expect to be followed by those involved in the
conflict resolution process?
− What happens if the issue cannot be resolved?
− What is mentioned regarding privacy and confidentiality?
QUESTION 10
Describe the strategies/techniques you could use to do the following:
▪ Reward a team member who does a great job:
▪ Show that you value their contributions and participation in the team.
▪ Encourage them to keep striving to meet goals and/or targets.
▪ Reward the group as a whole for completing a project ahead of schedule.
QUESTION 11
What is meant by ‘consensus’? Describe the concepts of the Quaker model and the consensus-oriented
decision-making model.
QUESTION 12
Outline the five conflict handling modes referred to in the Thomas-Kilmann Conflict Mode Instrument. Provide at
least two examples of when each mode can be used in the workplace.
Mode Description When to use

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Source: www.kilmanndiagnostics.com
SUBMISSION REQUIREMENTS FOR TASK 1:

 Your answers to each question.

ABN No: 42 606 344 905
Assessment Task Cover Sheet – Assessment Task 2
Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.
Name:
Date of submission:
Unit:
▪ BSBWOR502 Lead and manage team effectiveness.
Assessor to complete
Was this a
Satisfactory/ resubmission?
Assessment Task Not satisfactory Date Y/N
Project
STUDENT DECLARATION
I _________________________________________________ declare that these tasks are my own work.
 None of this work has been completed by any other person.

 I have not cheated or plagiarised the work or colluded with any other student/s.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.
 I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.
Student signature: _________________________________________________________________________
Student name: ____________________________________________________________________________

ABN No: 42 606 344 905
ASSESSOR FEEDBACK
Assessors: Please return this cover sheet to the student with assessment results and feedback.
A copy must be supplied to the office and kept in the student’s file with the evidence.
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Assessor name: ___________________________________________________________________________
Date: ___________________________________________________________________________________

ABN No: 42 606 344 905

ASSESSMENT TASK 2: LEAD AND MANAGE TEAM EFFECTIVENESS
PART A: ORGANISE TEAM MEETING Yes No
Did the student submit the following:

 Email
Did the student develop an email to their team that:
 Used the Email template?  Specified the body of the email?
 Specified the email subject?  Specified who the email was from?
 Specified the correct email footer?  Specified the Operational Plan as an attachment?
 Specified who the email is addressed to?  Specified the date and time the email was sent?
PART B: TEAM PERFORMANCE PLANNING Yes No
During the meeting did the student:

 Welcome their team and tell them the purpose  Discuss and agree upon the team’s ground rules?
of the meeting?  Indicate the importance of the attendees actively
 Discuss each aspect of the Operational Plan? participating in discussions?
 Demonstrate team-building techniques?  Demonstrate active listening skills to understand
 Listen to attendee feedback and concerns? and paraphrase what their team was saying?
 Demonstrate non-verbal communication to  Demonstrate using effective questioning to clarify
make their team feel at ease and comfortable or draw out further issues where required?
to contribute?  Review each section of the Team Performance
Plan Template with the attendees?
PART C: DOCUMENTING THE PERFORMANCE PLAN Yes No

 Team Performance Plan  Marketing Team Meeting Schedule
 Email
Did the student develop a sufficient Team Performance Plan based on their meeting notes?
Did the student develop a sufficient Marketing Team Meeting Schedule to support the team’s operational
plan?
 Used the Email template?  Specified the date and time the email was sent?
 Specified the body of the email?  Specified who the email was from?
 Specified the correct email footer?  Specified the email subject?
 Specified who the email is addressed to?  Specified the Team Performance Plan and the
Marketing Team Meeting Schedule as the
attachments?
PART D: PERFORMANCE MANAGEMENT Yes No
During the meeting did the student:

 Explain the purpose of the meeting?  Demonstrate role model appropriate behaviour
 Explained how the complainee’s behaviour during this meeting?
has impacted on staff?  Verbally discuss the importance of team cohesion
 Discuss support techniques and measures? and how important it is for everyone to be working
 Accurately describe the nature of the at their best and supporting each other?
complaints?

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PART E: POLICIES AND PROCEDURES Yes No

 Email  Performance Management Policy and Procedure
Did the student develop a Policy and Procedure that:
 Used the Policy & Procedure Template?  Specified the purpose of the policy?
 Specified organisational commitment to  Specified a description about the importance of a
supporting their staff? high-performing work team to an organisation?
 Specified the scope of the policy?  Specified the impact of poor performance on the
 Specified a sufficient performance team and organisation?
management process?
Did the student develop an email that:
 Used the Email template?  Specified who the email was from?
 Specified the date and time the email was sent?  Specified who the email is addressed to?
 Specified the email subject?  Specified the Operational Plan as an
 Specified the body of the email? attachment?
 Specified the correct email footer?
PART F: TEAM REWARDS AND RECOGNITION Yes No

 Email to managing director  Email to team
Did the student develop an email to their manager that:
 Specified the body of the email?  Specified who the email is addressed to?
 Specified the correct email footer?  Specified the date and time the email was sent?
 Specified the email subject?
 Specified the email subject?  Specified who the email is addressed to?
 Specified the correct email footer?  Specified the date and time the email was sent?
 Specified the body of the email?
Please note any reasonable adjustments for this task below.
 I have reviewed the mapping to this task.

 I have analysed the evidence gathered against the requirements of this task and am satisfied that the student has
satisfactorily demonstrated the knowledge required of this unit.

ABN No: 42 606 344 905

Where any items above are marked ‘No’, please provide comments and outline the gaps below. Ensure feedback is
provided to the student on their Assessment Task Cover Sheet. Note actions that will be taken to correct the gaps.
How many attempts were required to demonstrate satisfactory performance? ______________________________
Part A outcome: Satisfactory  Not Satisfactory 
Part B outcome: Satisfactory  Not Satisfactory 
Part C outcome: Satisfactory  Not Satisfactory 

Part D outcome: Satisfactory  Not Satisfactory 
Part E outcome: Satisfactory  Not Satisfactory 
Part F outcome: Satisfactory  Not Satisfactory 
Date: __________________________________
Student name: ____________________________________________________________________________
Assessor name: ___________________________________________________________________________

ABN No: 42 606 344 905
Assessment Task 2: Lead and Manage Team Effectiveness
The following assessment tasks use a simulated business called Complete Business Solutions Australia
(CBSA). In order to complete the assessment tasks, you will need to access information, templates, policies
and procedures found on the CBSA website. Your assessor will provide you with login details. Navigate to
www.cbsa.com.au, select ‘Log in’ and enter your username and password prior to completing your
assessment tasks.
For this assessment you will play the role of Sales & Marketing Manager for CBSA. CBSA is a consultancy
service providing assistance with compliance, finances, human resources, information technology and other
business needs to ensure that businesses have the expertise and support they need to survive and prosper.
You should familiarise yourself with what CBSA does, its services and history, the organisational structure of
the business and its employees. Ensure that you read the Business Plan to understand CBSA’s mission,
vision, and business objectives.
TASK SUMMARY
There are six parts to this task:
▪ In Part A, you will be preparing for a meeting with your team
▪ In Part B, you will be leading a meeting with your team
▪ In Part C, you will be documenting a performance plan
▪ In Part D, you will be undertaking employee performance management
▪ In Part E, you will be developing a policy and work procedure
▪ In Part F, you will be researching and implementing reward and recognition schemes
RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK:

▪ Access to Learner Guide, PowerPoint presentation and recommended textbook
▪ Access to a computer, the Internet, and a web browser
▪ Access to a word processor
▪ CBSA organisational policies and procedures (accessible via the CBSA website)
▪ Business Plan (accessible via the CBSA website)
▪ Email template (accessible via the CBSA website)
▪ Policy & Procedure Template (accessible via the CBSA website)
▪ One additional student/assessor to play the role of a team member
WHEN AND WHERE WILL THIS TASK BE COMPLETED?

▪ This task may be done in your own time as homework or you may be given time to do this task in class
(where applicable).
▪ Your assessor will provide you with the due date for this assessment.
WHAT HAPPENS IF I GET SOMETHING WRONG?

If you get something wrong you will need to resubmit that part of the task that has not been completed correctly
or fully. Your assessor will provide you with guidance as to what needs to be resubmitted and how.
If your assessor identifies any plagiarised responses in your answers, your trainer/assessor will report this
along with reasons for the allegation. For more detailed information about academic misconduct, please refer to
Plagiarism, Cheating and Collusion section in the Assessment Overview of this assessment booklet.

ABN No: 42 606 344 905
STUDENT INSTRUCTIONS FOR TASK 2

Complete all parts of the assessment below using your own words.
PART A – ORGANISE A TEAM MEETING
Read the following email and its attachments, and then complete the task that follows:
To: You
From: Gavin Stead (gavin.stead@cbsa.com.au)
Date/time: Monday 12:25PM
Subject: Preparation for Team Performance Meeting
Attachment: Operational Plan.docx, Team Performance Plan Template.docx
To You,
Please undertake a meeting for your team so that you can identify team performance planning for each
employee of your department around strategic operational tasks. Please refer to the attachments so that you
can prepare for this meeting.
Kind regards
Gavin Stead
Managing Director
300 Fictional Way, Sydney, NSW 2000
Phone: 1800 111 222
www.cbsa.com.au

ABN No: 42 606 344 905
ATTACHMENT
Operational Plan.docx
Upcoming marketing strategies
Strategies Actions Timelines Who Resources Performance

needed indicators
Conduct Member survey By mid- Business Staff time We find out more
market 20XX Development Survey about who our
research to Specialist monkey clients are and
better target potential
understand clients to increase
client our customer base.
demographics
Developing Blogs Ongoing Marketing strategist Staff time Increase in sales

marketing Social media throughout $25,000 volume
campaigns to year marketing
promote our Articles for local
media budget
services
Radio
advertisements
Public events Undertake public Ongoing Business Staff time Increase in public
events to raise throughout Development $15,000 awareness
organisational profile year Specialist marketing
budget
Sponsorship Provide sponsorship Ongoing Business Staff time Increase in public

to raise throughout Development $25,000 awareness
organisational profile year Specialist marketing
budget
Sales Use specials to Each Marketing strategist Staff time Increase in sales
campaigns increase sakes quarter volume
volume

ABN No: 42 606 344 905
Team Performance Plan Template.docx
TEAM PERFORMANCE PLAN TEMPLATE

Name of Employee:
Plan timeframe:
Name of Manager:
Date of performance planning discussion:
Date of mid cycle review discussion;
Date of end cycle review discussion:
Outputs, projects and deliverables: What will your main work be this year?
What elements of your work area’s Business Plan will you be responsible for or contribute to?
Conduct and behaviours: How will you do your work and interact with others this year?
Organisation values are respect, collaboration and innovation.
Knowledge and skills: What do you need to do your job well this year?
What learning and development activities will you undertake this year and how will your new skills and
knowledge be applied on the job?
Support needed to do my job well?
Are there any changes to the work environment or arrangements that would assist you to do your job?
How do I know if I am performing well?
What will be happening if you are performing well? (My customers are happy, I have good working
relationships, my work is completed on time, and my work is accurate.)
TASK
For this task, you are required to prepare for a meeting with your team – the Business Development Specialist
and the Marketing Strategist.
Your assessor will choose a class member/colleague to take on the role of one of your team members. They
will then take the role of the other team member.
You will need to do the following:
▪ Review the information provided in in the CBSA website including the organisation’s Business Plan, and
the attached documents with the email.
▪ Send a meeting invitation to your team via e mail, which must:
− be written using the organisation’s email template (accessible via the CBSA website)
− explain that they are being invited to a performance planning meeting and the purpose of the meeting,
which is to gain a common understanding of the year’s goals and objectives and to ensure everyone
understands what their role and responsibilities are.
− request that they review the Operational Plan and the tasks that they are to be responsible/accountable
for, and note down their feedback and/or concerns
− have the Operational Plan attached
− state the date and time of the meeting (your assessor will inform you of this detail)
− duration of the meeting (15 minutes)
− request that everyone brings their copy of the Operational Plan and notes.

ABN No: 42 606 344 905
PART B – TEAM PERFORMANCE PLANNING
To begin this part, read the phone message left on your work phone, and then complete the task that follows:
‘Hi You. Thanks for undertaking this meeting

with your team. Please let me know how it
went once you have conducted it.’
Gavin Stead – Managing Director
TASK
Based on the phone message, you are to run the meeting with your team (your classmate and your assessor).
Bring your Operational Plan with you and a copy of the Team Performance Plan template.
At the meeting you are to:
During the meeting, your assessor will be looking to see that you can:
▪ Welcome your team and tell them the purpose of the meeting.
▪ Discuss and agree on the team ground rules. As an example, the list should be a short list of how the team
treats each other, how they communicate, participate, deal with conflict, cooperate and support each other.
▪ Indicate the importance for them to actively participate in discussions – their feedback will be taken into
consideration and included in the team performance planning framework.
▪ Talk about each aspect of the Operational Plan – your team will provide comments and feedback – discuss
what everyone has to do and take notes either in a notebook or a whiteboard (if one is available).
▪ Review each section of the Team Performance Plan Template with your team – you are to work together
to summarise each section; write notes about what you discuss (you will need to complete the template
later).
▪ Listen to their feedback and concerns – take notes about what your team members say; you will need to
consider and respond to these later.
▪ Demonstrate your ability to engage and interact with your team, including:
− Using team-building techniques, such as clear explanation of goals and outcomes, job roles and
accountabilities.
− Using active listening skills to understand and paraphrase what your team is saying.
− Using effective questioning to clarify or draw out further issues where required.
− Consideration of your non-verbal communication to make your team feel at ease and comfortable to
contribute.
− Respecting and acknowledging your team and their ideas and concerns.
You can close the meeting when you are satisfied that each of your team members understand their job roles
and that you understand the support you need from them. Make sure you have taken enough notes to help you
fill out the Team Performance Plan Template (required in Part C).

ABN No: 42 606 344 905
PART C – DOCUMENTING THE PERFORMANCE PLAN
For this part, you must read the following email and its attachments, and then complete the task that follows:
To: You
Date/time: Wednesday 10:17AM
Subject: Team Performance Plans, Scheduling and Development Activities
To You,
Now that the meeting has been conducted, please use the notes to create a Team Performance Plan for
Kelly and Adrian using the Team Performance Plan Template supplied previously.
You will also need to set up a schedule of monthly meetings for the next 12 months to support the team’s
Operational Plan, and identify two professional development opportunities that you and your team can attend
together.
Please send these three components to me by email when you are able.
Kind regards
Gavin Stead
Managing Director
Phone: 1800 111 222
www.cbsa.com.au
TASK
Based on the email, you are to review each section of the Team Performance Plan Template, and use your
notes and thoughts to complete it. Remember that this is a work document and your writing should be clear and
provide adequate detail.
When you have finished, save the file as Team Performance Plan 20XX (XX being the current year).
You will also need to set up a schedule of monthly meetings for the next 12 months to support the team’s
Operational Plan. You can do this in a table in a Word document. You can pick the day and time of the meeting.
Your first meeting should start four weeks after the date of your initial meeting. You will also need to schedule a
mid-cycle meeting in June, and an end-of-cycle meeting in December.
Save this document as Marketing Team Meeting Schedule 20XX (XX being the current year).

ABN No: 42 606 344 905
You also need to identify two professional development opportunities that you and your team can attend
together. Research the Internet and make sure you write down the name, date of the activity and where it is
held. The professional development activity should be related to the course or qualification you are completing.
Send your completed plan to your team members via email. Your email should use the organisation’s email
template (accessible via the CBSA website). The email must:
▪ Specify who the email is to
▪ Specify who the email is from
▪ Specify the date and time you sent the email
▪ Specify the subject
▪ Specify the attachments of the Team Performance Plan 20XX and the Marketing Team Meeting Schedule
20XX
▪ Contain a body part of the email detailing why you are sending this email including:
▪ A request for feedback on the team performance plan.
▪ An outline of the actions you intend to take to address the concerns that were raised during the meeting.
▪ A brief overview of training and development activities that you want to put in place over the next 12
months (to address training needs identified in the team performance plan). You must include the details of
the two actual activities you identified for the team.
▪ Complete the email footer specifying the job position you are role playing

ABN No: 42 606 344 905
PART D – PERFORMANCE MANAGEMENT

For this task, read the following email and then complete the task that follows:
To: You
Date/time: Wednesday 3:15PM
Subject: Under Performing Staff Member
To You,
Now that you are back from your two-week break, I need to inform you that I have received a number of
complaints about Kelly, your Business Development Specialist. A summary of these is provided below:
▪ Kelly is often taking personal calls on her mobile phone.

▪ Other staff are picking up calls that Kelly should be answering.
▪ If someone wants to speak directly to Kelly and she is on her mobile, she says, ‘I’ll call them back later’ –
sometimes she leaves the office to make her personal calls.
▪ Kelly has had some longer lunch breaks lately – staff feel she is not working back to make up the time
lost.
▪ Staff are falling behind with their own work because they are dealing with Kelly’s phone calls and trying
to help her meet her deadlines.
▪ The staff are starting to get irritable and snappy with each other – this is not demonstrative of CBSA’s
values!
The staff have said that this behaviour has only been happening for the past three weeks and seemed to
become more obvious when you took two weeks’ leave.
Kelly was previously a hard-working and reliable staff member. Her help and support to others in CBSA was
invaluable. Because of this, the staff have not been comfortable coming forward with their complaints and
have let the issue slide. Now everyone is stressed, and the workplace is not as friendly or happy as it used to
be. Staff fear that they will look bad if they take personal calls, which were once allowed if in moderation and
kept short.
I would like you meet with Kelly to manage her underperformance.
Kind regards
Gavin Stead
Managing Director
Phone: 1800 111 222
www.cbsa.com.au

ABN No: 42 606 344 905
TASK
Based on the email, you are to conduct a performance management meeting with Kelly. For the purpose of this
task, an assessor will play the role of Kelly.
You have sent an email to Kelly, and she has replied to your message that she is attending the meeting
During the meeting, your assessor will be looking to see that you can:
▪ Explain the purpose of the meeting.
▪ Verbally discuss with Kelly about the importance of team cohesion and how important it is for everyone to
be working at their best and supporting each other.
▪ Accurately describe the nature of the complaints to Kelly. Remember to consider the welfare and morale
of your team as you do this.
▪ Explain how Kelly’s behaviour has impacted on staff at CBSA. Remember to focus on the issue, not the
person.
▪ Talk to Kelly about ways in which CBSA can provide her with support to get back on track, and what you
would like to see as the outcome of this meeting. Give Kelly a meeting date for four weeks in the future, at
which you will review her performance.
▪ Demonstrate role model appropriate behaviour during this meeting, including:
− managing the situation sensitively and appropriately
− not passing blame or judgment
− being encouraging and avoiding negative emotions or reactions
− gaining her trust and confidence to speak about her problems
− not dragging other staff members into the discussion (for example, ‘Adrian said he saw you…’, ‘That’s
not what Sally said’, etc.)
− listening to Kelly and using techniques to confirm and clarify the information she shares with you
− asking appropriate and sensitive questions
− communicating with respect, using tone and volume appropriate to each area of discussion
− ensuring Kelly still feels a valued member of the team, despite her current situation.

ABN No: 42 606 344 905
PART E – POLICIES AND PROCEDURES
To begin this part, read the following email and then complete the tasks that follow:
To: You
Date/time: Tuesday 9:51AM
Subject: Performance Management Policy and Procedure
To You,
Now that you have successfully worked with Kelly to manage her performance, I would like you to develop a
policy and procedure around performance management so that we can consistently try and resolve
performance issues.
Please send through a draft so I can review and approve.
Kind regards
Gavin Stead
Managing Director
Phone: 1800 111 222
www.cbsa.com.au
TASK
Based on the email, you are to complete the following tasks:
Develop a Performance Management Policy & Procedure using the Policy & Procedure Template
accessible via the CBSA website. The policy and procedure must include:
▪ The purpose of the policy.
▪ The scope (who it applies to).
▪ A description about the importance of a high-performing work team to an organisation.
▪ A description of the impact of poor performance on the team and organisation.
▪ CBSA’s commitment to supporting their staff (include statements about assisting with counselling and
professional development opportunities).
▪ The performance management process, which includes:
− when formal reviews will be held

ABN No: 42 606 344 905
− examples of poor performance that might encourage management to call staff into a meeting
(outside of the formal review)
− how long staff have to correct their performance (you can choose this)
− what happens if staff do not address performance issues in the time provided (this will invoke a
written warning)
− the monitoring and review process (management will monitor and call a review meeting after the
designated timeframe has passed)
− record keeping (all communications with the staff member are recorded in writing).
Develop an email to Gavin Stead (using the organisation’s email template) asking for a review and approval
of the new policy and procedure you have developed. The email must:
▪ Specify the attachment of the Performance Management Policy & Procedure
▪ Contain a body part of the email detailing why you are sending this email including that you have
developed the policy and procedure as requested and that you have submitted it for review and
approval.

ABN No: 42 606 344 905
PART F – TEAM REWARDS AND RECOGNITION
To begin this part, read the following email and then complete the tasks that follow:
To: You
Date/time: Tuesday 10:29AM
Subject: Reward for Excellent Work
To You,
It’s been one year exactly since you have undertaken the initial team performance meeting with your team,
and I am delighted to say that you have achieved all the targets you set out to reach. Because of this I have
decided it is time to recognise the efforts of your team and make each person feel a valued member of
CBSA.
Kind regards
Gavin Stead
Managing Director
Phone: 1800 111 222
www.cbsa.com.au
TASK
Based on the email, you are to complete the following tasks:
Use the Internet to research reward and recognition schemes. Find three that you think would be good to
reward the team and ensure that the team continue to work well in future. Then send an email to your
assessor (in the role of the Managing Director) that describes the three schemes you found. Recommend
your preferred option and explain why you think it is the best.
The email must use the organisation email template and:

▪ Contain a body part of the email detailing why you are sending this email including describing the three
schemes you found, and which one you would recommend.

ABN No: 42 606 344 905
Assume now that your recommendation has been approved by the Managing Director. As this is the case,
you have decided to send a personal email to your team that thanks them for their hard work over the past
year and explain the reward they will receive based on their performance.
The email must use the organisation email template and:

▪ Contain a body part of the email detailing why you are sending this email including thanking them for
their hard work over the past year and explaining the reward they will receive based on their
performance.
SUBMISSION REQUIREMENTS FOR TASK 2:

 Email for Part A.
 Team Performance Plan for Part C.
 Marketing Team Meeting Schedule for Part C.
 Email for Part C.
 Performance Management Policy and Procedure for Part E.
 Email for Part E.
 Email to Managing Director for Part F.
 Email to team for Part F.


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ABN No: 42 606 344 905

This is a summative assessment, which requires each

Tasks Assessment Task 2

Last Modification Date March 2020

Proposed Review Date March 2021

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