LEADERSHIP AND TEAM MANAGEMENT 11 LEADERSHIP AND TEAMWORK MANAGEMENT Student’s name Running Head: LEADERSHIP AND TEAM MANAGEMENT 1 Institution Part 1 What is involved in consulting team members to establish a common understanding of team purpose, roles, responsibilities and accountabilities in accordance with organisational goals, plans and objectives? We would expect to see details on the team charter as part of your response. In every organization, leading team effectiveness is very essential. The reason as to why there should be the establishment of a common understanding of team objectives, targets, accountabilities and responsibilities within the dynamic of the group you lead is to make sure there is the quality result. According to these issues, quality is all about a not only positive result related to the prescribed goals but also the cohesion of people in the group surrounding and the enduring impressions of the achievements of the team project. Being a leader, aligning the focus of the group assists the group members to attain objectives. Develop policies and procedures to ensure team members take responsibility for own work and assist others to undertake required roles and responsibilities. In this case, essential features to base on include, facilitating commonly understanding of the aim of the company, whoever its clients are and its role with the clients. Also, basing what the company's goals are, and how your group will fulfill them is essential. Some experiences are required to lead and manage a team effectively in the very job environment. This mostly from the side of leaders whereby the leaders in charge of the groups should be aware of the skills needed to lead the teams and what makes a team. Some of the experiences required to manage and lead a team are; educating skills, disagreement and resolution experience, consultation and communication skills, and planning and establishing skills (Rousseau & Aubé, 2010). As a leader, you need to develop strategies to ensure team members have input into planning, decision making and operational aspects of their work team. What are some key elements you will need to consider? It is essential to understand that a team is not just made up of a group of individuals, but there are some features that a group of people must show up or have to be considered to call a group a team. The factors to be considered are the mix of the group, defined the aim of the group, and shared a concept, joint reliability, and effective understanding experience. A team is built for various reasons and we have types of teams which are; cross operational and operational group. An operation team is any sort of a group that reports to one point and may not have to operate together to achieve the set goals of an organization. On the other side, the Cross operational team is a group of workers from distinctive operations across the company whose timeframe is devoted partly to the group's efforts a ...

1. LEADERSHIP AND TEAM MANAGEMENT 11
LEADERSHIP AND TEAMWORK MANAGEMENT
Student’s name
Running Head: LEADERSHIP AND TEAM MANAGEMENT 1
Institution
Part 1
What is involved in consulting team members to establish a
common understanding of team purpose, roles, responsibilities
and accountabilities in accordance with organisational goals,
plans and objectives? We would expect to see details on the
team charter as part of your response.
In every organization, leading team effectiveness is very
essential. The reason as to why there should be the
establishment of a common understanding of team objectives,
targets, accountabilities and responsibilities within the dynamic
of the group you lead is to make sure there is the quality result.
According to these issues, quality is all about a not only
positive result related to the prescribed goals but also the
cohesion of people in the group surrounding and the enduring
impressions of the achievements of the team project. Being a
leader, aligning the focus of the group assists the group
members to attain objectives.
Develop policies and procedures to ensure team members take
responsibility for own work and assist others to undertake

2. required roles and responsibilities.
In this case, essential features to base on include, facilitating
commonly understanding of the aim of the company, whoever
its clients are and its role with the clients. Also, basing what the
company's goals are, and how your group will fulfill them is
essential. Some experiences are required to lead and manage a
team effectively in the very job environment. This mostly from
the side of leaders whereby the leaders in charge of the groups
should be aware of the skills needed to lead the teams and what
makes a team. Some of the experiences required to manage and
lead a team are; educating skills, disagreement and resolution
experience, consultation and communication skills, and
planning and establishing skills (Rousseau & Aubé, 2010).
As a leader, you need to develop strategies to ensure team
members have input into planning, decision making and
operational aspects of their work team. What are some key
elements you will need to consider?
It is essential to understand that a team is not just made up of a
group of individuals, but there are some features that a group of
people must show up or have to be considered to call a group a
team. The factors to be considered are the mix of the group,
defined the aim of the group, and shared a concept, joint
reliability, and effective understanding experience. A team is
built for various reasons and we have types of teams which are;
cross operational and operational group. An operation team is
any sort of a group that reports to one point and may not have to
operate together to achieve the set goals of an organization. On
the other side, the Cross operational team is a group of workers
from distinctive operations across the company whose
timeframe is devoted partly to the group's efforts and
incompletely to the other operational roles.
How do you go about providing feedback to team members to
encourage, value and reward individual and team efforts, and
contributions?
Feedbacks and consultation approaches are very essential in an
organization. Mechanisms like scheduled meetings, text

3. messaging, blogs, shared computer website spaces and other
social media platforms are employed into usage to offer
feedback to the operational team corresponding to the result of
nay certain consultations. The procedures of consulting can be
done and achieved through meetings, interviews, email
communication and devising sessions.
How do you support team members in meeting expected
performance outcomes? Please ensure you include use of a)
positive coaching, b) use of praise, c) bonding and d)
performance plan.
Also need to answer each of A, B, C, AND D INDIVIDUALLY
Furthermore, lead and effective management of a team also need
a group charter. Group charter is a document or even a structure
that entails expectations and the process of a team or a
company. The charter is mostly created with an agreement with
the group sponsor, team leaders, and relevant group members. It
is formed when a group has been formed, when s group is facing
challenges or when a team needs to regain the perception of
their big reputation. Thus, there is no certain format to create a
group charter since they should be developed to suit a particular
group's surroundings. There are key components that make an
effective team charter and these are, the context, missions and
goals, support framework, and compositions and duties. These
components aim to help in coming up with the group that will
actively take part in achieving the set organizational goals.
What needs to be considered when developing performance
plans to establish expected outcomes, outputs, key performance
indicators (KPIs) and goals for work team?
The key stage in every organization to come up with effective
management of leading a team is coming up with a performance
plan. Performance the key of every organization and thus, the
reason behind forming groups in a company to deliver to the
organization as expected. An effective performance plan
indicates all the KPIs, certain goals to be attained by the group,
actions needed to achieve the set goals, a framework outlining
how long it such take to achieve every target, and an approach

4. that will be employed into usage to examine, analyze and
compensate performance.
How do you encourage team members and individuals to
participate in and to take responsibility for team activities,
including communication processes?
Effective team needs all members to participate equally in a
sustained way since there is a need to share information and
recognize various points of view from different people to be
capable of looking for solutions when facing a problem and
come up with an effective decision. This is a way of
encouraging improvement in terms of performance within the
team.
When the issues, concerns and problems are identified by team
members, how do you develop processes and ensure that they
are recognized and addressed?
NEED MORE ELABORATION ON THE ANSWER
It is also done by helping the group members to determine
solutions to challenges and negotiate to come up with a winning
result. Discussing issues faced by the team in a workplace is a
way that can be used to eliminate conflict in a working
environment.
9. As a leader you need to support the team in identifying and
resolving work performance problems. What do you need to
consider?
Team dynamics have an impact on the team's performance,
and leaders are supposed to be aware of how the people within
associate, and impact they on the team members. This helps in
communicating unresolved issues, problems, and concerns
launched by the group members. A leader will have to listen to
the group members and be attentive to all the issues that the
team wants to be solved to achieve their set goals. This is done
by being focused on what is being raised by the team, repeating
the kind of information they pass through and revising and
questioning them on certain issues to clarify their issues.
14. How do you evaluate and take necessary corrective action

5. regarding unresolved issues, concerns and problems raised by
internal or external stakeholders?
NEED MORE ELABORATION ON THE ANSWER
Repeating the kind of information the passes through and
revising and questioning them on certain issues to clarify their
issues is one of the action used to evaluate unresolved issues
concerning problems raised by the stakeholders. This is
addressed by discussing with them and then coming up with
effective solution.
How do you ensure own contribution to work team serves as a
role model for others and enhances the organisation’s image for
all stakeholders?
I can ensure contribution of work to the team acts a role model
by having positive effect to them. This can be done through
education them on performance issues that they are not aware of
and communicating to them when changes are required. Another
way is show them the good part of the organization and ensure
they positively deliver as expected while helping them to solve
their differences if any emergences.
Establish and maintain open communication processes with all
stakeholders
The outcome of effective communication improves group
performance helping them to achieve their set goals. During this
moment, it's the role of the leader in charge of the group to
make sure they communicate all expectations from the tea by
the top management by letting them know any changes within
the organization and any poor performance that requires
improvements (Druskat & Wheeler, 2004). Therefore, this is
how the leader acts a role model to the team they lead.
What sort of information do you need to communicate from line
manager / management to the team?
The information to be communicated between the team and the
top management is expected by the organization from the team
and what the team needs the management to undertake to boost

6. their performance. Top management is supposed to
communicate changes and promotions done within the
organization to the staffs through their leaders.
What unresolved issues, concerns and problems raised by team
members and follow-up with
line manager/management and other relevant stakeholders, do
you need to communicate?
The issues, problems raised by the team that I am supposed to
solve are things like luck of proper communication from the top
management to the staffs. Others issues are lack of
organization’s recognizing its staffs by not promoting them and
rewarding their good work. The reason behind need to
communicate the same is because teams needs to be recognized
and appreciated for their good work to ensure they don’t lose
morale when working for the company you lead.
Encourage the Administrative Officer and foster an
understanding of the purpose, role and responsibilities
Encouraging understanding of the aims, responsibilities, and
roles of a team is essential in every organization for it helps in
coming up with a quality outcome in terms of performance. The
main reason behind every team in an organization is to deliver
effectively as per the set goals and the organization's
expectations. Thus, the need for encouraging understanding of
the roles and responsibilities of teams.
How you will identify and resolve any problems that arise
A leader determines the issues and problems faced by teams by
listening to the issues they raise. The kind of issues of concern
raised is solved by discussing with them on how to avoid
conflicts among themselves.
Another way of solving and identifying problems solved by the
team is through listening, being attentive, repeating the
information they pass through and asking them questions to
clarify to them that you have understood their issues. The next
step is to analyze what they have raised then come up with a
solution that is favorable to all group members.

7. You will provide feedback to encourage, value and reward the
Administrative Officers
NEED MORE ELABORATION ON THE ANSWER
Feedback is essential in a team since it helps in encouraging
values and rewards to the leaders. This helps in modeling the
desired behavior that is expected from the team by the
organization.
You will model the desired behaviours and practices that you
expect from your staff
Contribution of work to the team acts a role model by having
positive effect to them. This can be done through education
them on performance issues that they are not aware of and
communicating to them when changes are required.
Develop a policy and a procedure that will ensure the team
members take responsibility for their own work and assist
others to undertake required roles and responsibilities,
In this case, policies are set that governs the team to ensure
they undertake their roles in the organization without fail.
These undertakings help to improve the team's performance
which can also be done by holding meetings with the teams and
agree with them on how to conduct themselves within the line
of work to have a positive outcome to the company they work
for.
Establish a process to address issues and resolve performance
issues
When it comes to performance, a performance plan is very
essential since it guides all team members to remain on track in
all KPIs as expected by the organization. To ensure the
performance is well monitored and adhered to by the group
members, a leader should ensure there is effective
communication from the top management to the team for
effective performance in the organization.
Conduct a weekly support team meeting to discuss and gain
agreement on expected performance outcomes including how the
formal and informal learning opportunities will be provided
Regular meetings are essential in an organization since the

8. leaders discusses expected performance and the proceeding
performance with the team. This helps in sharing ideas and
knowledge which boost the organization’s general performance.
Develop a performance plan for one Administrative Officer with
KPIs, outputs and goals to incorporate input from stakeholders
The key stage in every organization to come up with effective
management of leading a team is coming up with a performance
plan. Performance the key of every organization and thus, the
reason behind forming groups in a company to deliver to the
organization as expected. An effective performance plan
indicates all the KPIs.
Request your Administrative Officer to present and
communicate effectively with key stakeholders about the team
performance plans and this week’s team performance
The information to be communicated between the team and the
top management I is expected by the organization from the team
and what the team needs the management to undertake to boost
their performance. Such communications help in solving issues
and ensuring no unresolved problems on the side of the
stakeholders in the company.
Organize for two-way flow of information between team and
management relevant to that team performance
The information to be communicated between the team and the
top management is expected by the organization from the team
and what the team needs the management to undertake to boost
their performance. Top management is supposed to
communicate changes and promotions done within the
organization to the staffs through their leaders
Evaluate and take necessary corrective action regarding any
unresolved issues, concerns and problems raised by internal or
external stakeholders that relate to this week’s team’s
performance. (Give at least 1 example of an unresolved issue &
the what corrective solution they propose).
INCOMPLETE ANSWER ALSO PROVIDE THE EXAMPLE
The issues, problems raised by the team that I am supposed to
solve are things like luck of proper communication from the top

9. management to the staffs. Others issues are lack of
organization’s recognizing its staffs by not promoting them and
rewarding their good work. The reason behind need to
communicate the same is because teams needs to be recognized
and appreciated for their good work to ensure they don’t lose
morale when working for the company you lead.
References
Druskat, V. U., & Wheeler, J. V. (2004). How to lead a self-
managing team. MIT Sloan Management Review, 45(4), 65.
Rousseau, V., & Aubé, C. (2010). Team self-managing
behaviors and team effectiveness: The moderating effect of task
routineness. Group & Organization Management, 35(6), 751-
781.
Business, Accounting and Finance BSBWOR502 Lead and
manage team effectiveness
Assessment is all about collecting evidence and making
decisions as to whether or not a student has achieved
competency. Students are required to answer all the questions.
Evidence is information gathered that provides proof of
competency. While evidence must be sufficient, trainers and
assessors must focus on the quality of evidence rather than the
quantity of evidence.
Part 1

10. 1. What is involved in consulting team members to establish a
common understanding of team purpose, roles, responsibilities
and accountabilities in accordance with organisational goals,
plans and objectives? We would expect to see details on the
team charter as part of your response.
2. What needs to be considered when developing performance
plans to establish expected outcomes, outputs, key performance
indicators (KPIs) and goals for work team?
3. How do you support team members in meeting expected
performance outcomes? Please ensure you include use of a)
positive coaching, b) use of praise, c) bonding and d)
performance plan.
4. As a leader, you need to develop strategies to ensure team
members have input into planning, decision making and
operational aspects of their work team. What are some key
elements you will need to consider?
5. Develop policies and procedures to ensure team members
take responsibility for own work and assist others to undertake
required roles and responsibilities.
6. How do you go about providing feedback to team members to
encourage, value and reward individual and team efforts, and
contributions?
7. When the issues, concerns and problems are identified by
team members, how do you develop processes and ensure that
they are recognised and addressed?

11. 8. How do you encourage team members and individuals to
participate in and to take responsibility for team activities,
including communication processes?
9. As a leader you need to support the team in identifying and
resolving work performance problems. What do you need to
consider?
10. How do you ensure own contribution to work team serves as
a role model for others and enhances the organisation’s image
for all stakeholders?
11. Establish and maintain open communication processes with
all stakeholders
12. What sort of information do you need to communicate from
line manager / management to the team?
13. What unresolved issues, concerns and problems raised by
team members and follow-up with line manager/management
and other relevant stakeholders, do you need to communicate?
14. How do you evaluate and take necessary corrective action
regarding unresolved issues, concerns and problems raised by
internal or external stakeholders?
Part 2

12. Project 1 – Case Study
ABC Company sells a range of exclusive products across
Australia through 1 online and 100 retail stores. The
organisation is committed to:
· Offer innovative product solutions and meet the changing
needs of customers
· Providing high quality and innovative products and services to
customers
· Deliver great customer service
· Employing professional and enthusiastic staff
· Adopting sustainable work practices and provide ‘green’
products
· Undertaking continuous improvement processes
Now, you work as one retail store’s Team Manager and you
manage 3 Administrative Officers. You have received the role
of Administrative Officer’s job description from HR.
Job Tile: Administrative Officer
Reporting to: Team Manager
Salary: $42,000 p.a. + 9.5% superannuation
Hours: 38 hours per week
Location: Head office
Purpose of the position
Performs administrative and office support activities for the
Customer Support team. Duties may include fielding telephone
calls, receiving and directing visitors, word processing, creating
spreadsheets and presentations, and filling. Extensive software
skills are required, as well as internet research abilities and
strong communication skills.
Responsibilities and duties
1. Store, organise and manage customer files
2. Provide administrative support to the Customer Support team
3. Manage and distribute information within the Customer
Support office. This includes sending and receiving
correspondence, answering phones and responding to electronic

13. communication via email or the customer support web site.
4. Scheduling appointment and preparing presentation materials
5. Talking dictation or recording the minutes of meetings
6. Relieving at the main reception desk
Key performance indicators
1. Maintain a log for all information distributed in the Customer
Support team
2. Ensure customer support records are filed and maintained on
a daily basis
3. Provide prompt and reliable administrative support to the
Customer Support team
4. Maintain confidentiality when taking minutes for executive
meetings
5. Work effectively with the executive administrative support
team in relieving duties
Required knowledge and skills
· Complete Certificate III in Business Administration or higher
qualifications
· At least 1-year customer service experience
· Knowledge of customer service principles and practices
· Excellent written and verbal skills
· Excellent interpersonal skills including the ability to deal with
external customers
· Proficiency in CRM systems
· Proficiency in MS Office applications
· Keyboarding skills at a minimum 30 words per minute with
98% accuracy
· High personal standards
For this Case Study, you are required to explain each of these
points for this particular scenario, in essay or report format. It

14. is expected that you will write approximately 1 paragraph on
each point.
1. Encourage the Administrative Officer and foster an
understanding of the purpose, role and responsibilities
2. How you will identify and resolve any problems that arise
3. You will provide feedback to encourage, value and reward
the Administrative Officers
4. You will model the desired behaviours and practices that you
expect from your staff
5. Develop a policy and a procedure that will ensure the team
members take responsibility for their own work and assist
others to undertake required roles and responsibilities,
(suggested task relieving reception)
6. Establish a process to address issues and resolve performance
issues (suggested task create & maintain a Log for the for all
information distributed in the Customer Support team)
7. Conduct a weekly support team meeting to discuss and gain
agreement on expected performance outcomes including how the
formal and informal learning opportunities will be provided
8. Develop a performance plan for one Administrative Officer
with KPIs, outputs and goals to incorporate input from
stakeholders
9. Request your Administrative Officer to present and
communicate effectively with key stakeholders about the team
performance plans and this week’s team performance
10. Organise for two-way flow of information between team and
management relevant to that team performance
11. Evaluate and take necessary corrective action regarding any
unresolved issues, concerns and problems raised by internal or
external stakeholders that relate to this week’s team’s
performance. (Give at least 1 example of an unresolved issue &
the what corrective solution they propose).

15. Assessor needs to use the below team performance case study
checklist to assess the project.
Items
Yes/ No
Comments
Encourage the Administrative Officer and foster an
understanding of the purpose, role and responsibilities
How you will identify and resolve any problems that arise
You will provide feedback to encourage, value and reward the
Administrative Officers
You will model the desired behaviours and practices that you
expect from your staff
Develop a policy and a procedure that will ensure the team

16. members take responsibility for their own work and assist
others to undertake required roles and responsibilities,
(suggested task relieving reception)
Establish a process to address issues and resolve performance
issues (suggested task create & maintain a Log for the for all
information distributed in the Customer Support team)
Conduct a weekly support team meeting to discuss and gain
agreement on expected performance outcomes including how the
formal and informal learning opportunities will be provided
Develop a performance plan for one Administrative Officer with
KPIs, outputs and goals to incorporate input from stakeholders
Request your Administrative Officer to present and
communicate effectively with key stakeholders about the team
performance plans and this week’s team performance
Organise for two-way flow of information between team and
management relevant to that team performance
Evaluate and take necessary corrective action regarding any
unresolved issues, concerns and problems raised by internal or
external stakeholders that relate to this week’s team’s
performance. (Give at least 1 example of an unresolved issue &
the what corrective solution they propose).

17. Assessed by
______________________________________________
Assessor Signature_________________________ Date
_________
Business, Accounting and Finance BSBWOR502 Lead and
manage team effectiveness
Assessment Outcome Record
In order to be deemed competent in this unit, the candidate must
answer all written questions correctly and satisfactorily
complete all practical tasks. In order to complete all practical
tasks, all Observation Criteria need to be satisfied, i.e.
demonstrated and marked as an 'S'. The task summary outcome
must be noted as satisfactory to note the demonstration of a
satisfactory outcome for each practical task requirement.
Student Name
Not Yet Competent
Competent
Comments
Assessor (Name)

18. Assessor Signature
Date
Version 1.0
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