Question 4 How would you show support for and commitment to the goals of the business or organisation you work for? /6 Question 5 An effective leader knows their colleagues and the members of their team, and they look after their interests. What three (3) ‘personal attributes’ would an effective leader possess which could be described as having a high level of interpersonal or people skills? List and briefly describe each. /9 Question 6 Why is it beneficial for organisations to develop work teams? /5 Question 7 What steps should a leader follow when communicating team objectives? /6 Question 8 Briefly outline five (5) advantages of conducting regular team meetings? /5 Question 9 What is planning? What sequence of activities must managers and leaders be aware of in order to establish a plan for their team? /5 Question 10 Identify and discuss briefly four (4) general characteristics that leaders tend to possess. /8 Question 11 Fred Fiedler (Cole, 2010), developed a situational theory of leadership. Identify thethree (3) contingency dimensions that he believed define the key situational factors that determine the most effective leadership style. a) List and briefly describe these three (3) dimensions. /6 b) Briefly describe what is characterised as a favourable situation for a leader. /2 c) Briefly describe what is characterised as a least favourable situation for a leader. /2 Part B: Develop an action plan (30 marks) Read the following scenario. You will be required to develop an action plan which outlines the steps you would employ to develop competent teams. Scenario You are the newly appointed reservations manager of PlacesToGo Holidays, a tour wholesaler which specialises in selling air and accommodation packages to America (USA & Canada). PlacesToGo Holidays sells these packages to both travel agencies as well as direct to the general public. The role of the reservations manager’s position entails: · Managing a team of eight junior and senior reservations staff, this includes the documentation (ticketing) staff of two · Operational activities including monitoring budgets and sales · Liaising with other departments in the organisation - namely product department, sales and marketing, accounts and management. One of your first duties is to meet with Carlo, the newly appointed General Manager, who has only been in his role for two months. You discuss some of the issues that have been undermining the performance of the reservations and documentation teams. The main problems seem to revolve around the following issues: · General lack of overall communication between departments · Low team morale, unmotivated and disengaged · Bookings and gross sales well down from previous years · Lack of cohesion and communication between senior and junior reservations staff, where junior staff are often overwhelmed by difficult tasks and operate without direct supervision and assistance · Some reservations consult ...

1. Question 4
How would you show support for and commitment to the goals
of the business or organisation you work for?
/6
Question 5
An effective leader knows their colleagues and the members of
their team, and they look after their interests. What three (3)
‘personal attributes’ would an effective leader possess which
could be described as having a high level of interpersonal or
people skills? List and briefly describe each.
/9
Question 6
Why is it beneficial for organisations to develop work teams?
/5
Question 7
What steps should a leader follow when communicating team
objectives?
/6
Question 8
Briefly outline five (5) advantages of conducting regular team
meetings?
/5
Question 9
What is planning? What sequence of activities must managers
and leaders be aware of in order to establish a plan for their
team?
/5

2. Question 10
Identify and discuss briefly four (4) general characteristics that
leaders tend to possess.
/8
Question 11
Fred Fiedler (Cole, 2010), developed a situational theory of
leadership. Identify thethree (3) contingency dimensions that
he believed define the key situational factors that determine the
most effective leadership style.
a) List and briefly describe these three (3) dimensions.
/6
b) Briefly describe what is characterised as a favourable
situation for a leader.
/2
c) Briefly describe what is characterised as a least favourable
situation for a leader.
/2
Part B: Develop an action plan (30 marks)
Read the following scenario. You will be required to develop
an action plan which outlines the steps you would employ to
develop competent teams. Scenario
You are the newly appointed reservations manager of
PlacesToGo Holidays, a tour wholesaler which specialises in
selling air and accommodation packages to America (USA &
Canada). PlacesToGo Holidays sells these packages to both
travel agencies as well as direct to the general public.
The role of the reservations manager’s position entails:
· Managing a team of eight junior and senior reservations staff,
this includes the documentation (ticketing) staff of two
· Operational activities including monitoring budgets and sales

3. · Liaising with other departments in the organisation - namely
product department, sales and marketing, accounts and
management.
One of your first duties is to meet with Carlo, the newly
appointed General Manager, who has only been in his role for
two months. You discuss some of the issues that have been
undermining the performance of the reservations and
documentation teams. The main problems seem to revolve
around the following issues:
· General lack of overall communication between departments
· Low team morale, unmotivated and disengaged
· Bookings and gross sales well down from previous years
· Lack of cohesion and communication between senior and
junior reservations staff, where junior staff are often
overwhelmed by difficult tasks and operate without direct
supervision and assistance
· Some reservations consultants meeting very high sales targets
whilst others have very low targets and results, causing friction
and conflict between team members
· Mistrust between staff and management due to previous
managerial team
· Sloppy work, errors and subsequent complaints from
customers - usually relating to bookings made by two to three
particular staff members
· Complaints from travel agencies on delays in receiving
requested quotes and booking confirmations
· Documentation team issues; only two staff members, always
behind with issuing documentation according to organisation
deadlines. This is especially a problem when one staff member
is on sick or annual leave. Problems include often omitting
issuing one or more documents in error, or issuing tickets
incorrectly which then need to be re-issued. (This
documentation team comprises a junior staff member and a
senior staff member who are under pressure, stressed and unsure

4. of direction). These issues have caused conflict and friction
between the documentation and reservations teams.
· Product department staff; miscommunication of product
inclusions and prices to reservations team with reservations
staff wasting time trying to solve these issues themselves
· Management requires newly created organisational goals to be
communicated to the team
· No supervisor/s or senior staff appointed to direct teams;
currently no effective leadership with staff just doing their own
thing without apparent guidelines or set priorities.
While each of the team members was selected for their role on
the basis of demonstrated skills and expertise, they seem unable
to work together effectively. Your initial role, therefore, is that
of trouble shooter, problem solver and team facilitator. You
need to bring this group of people together to form a cohesive,
effective and productive team.Task
a) Develop an action plan and outline the procedures you would
use to resolve these issues in order to develop a competent and
unified reservation and documentation team.
b) Explain, in logical sequence, what methods you would use to
develop the effective working capacity of your team.
c) Give reasons for your actions and your expected outcomes.
Structure your action plan according to the following steps:
1.
Model high standards of performance and behaviour
2.
Develop team commitment and cooperation
3.
Manage team performance
You will need to incorporate the following:

5. · Explain the leadership style you would adopt and explain why
you consider this to be the most effective.
· List any communication and interpersonal skills you could
offer to provide effective support and motivation to your teams.
· Explain how you would motivate the teams in order to
manufacture a positive team spirit.
· Suggest ways to rebuild the principles of teamwork including
how you can develop the characteristics of an effective team,
and to enhance the organisation of the teams in order to promote
the benefits of effective teamwork.
· Consider roles and responsibilities you expect your team
members to adopt, in order to be consistent with achieving
organisational goals.
Some concepts you will need to consider:
· consult with the team
· set team and individual goals
· lead by example
· develop the team
· support the team
· improve the team
· recruitment options
· manage performance
· delegate tasks and authority
· improve lines of communication
· improve morale
· foster respect both within the team, departments and with
management
· self-assess your role and skills.

6. END OF ASSESSMENT 1
6 LA017788 Assessment 1 SITXHRM402 Lead and manage
teams Ed 1
© New South Wales Technical and Further Education
Commission 2014 (TAFE NSW – WSI) January 2014
LA017788 Assessment 1 SITXHRM402 Lead and manage teams
Ed 1 1
© New South Wales Technical and Further Education
Commission 2014 (TAFE NSW – WSI) January 2014
LA017788 Assessment 1 SITXHRM402 Lead and manage teams
Ed 1
1
© New South Wales Technical and Further Education
Commission 2014 (TAFE NSW
–
WSI) January 2014
Question
4
How would you show support for and commitment to the goals
of the business or organisation
you work for?

7. /6
Question 5
An effective leader
knows their colleagues and the members of their team, and they
look after
their interests. What three (3) ‘personal attributes’ would an
effective leader possess which
could be described as having a high level of interpersonal or
people skills? List and
briefly
describe each.
/9
Question 6
Why is it beneficial for organisations to develop work teams?
/5
Question
7
What steps should a leader follow when communicating team
objectives?
/6
Question

8. 8
Briefly outline five (5) advantages of conducting regul
ar team meetings?
/5
Q
uestion
9
What is planning? What sequence of activities must managers
and leaders be aware of in order
to establish a plan for their team?
/5
Question
10
Identify
and
discuss
briefly four (4) general characteristics that leaders t
end to possess.
/8
Question 1
1

9. Fred Fiedler (Cole, 2010), developed a
situational theory of leadership
. Identify the
three (3)
contingency dimensions that he believed define the key
situational factors that determine the
most effective leadership style
.
a)
List and briefly describe these three (3) dimensions.
/6
LA017788 Assessment 1 SITXHRM402 Lead and manage teams
Ed 1 1
© New South Wales Technical and Further Education
Commission 2014 (TAFE NSW – WSI) January 2014
Question 4
How would you show support for and commitment to the goals
of the business or organisation
you work for?
/6
Question 5
An effective leader knows their colleagues and the members of
their team, and they look after
their interests. What three (3) ‘personal attributes’ would an
effective leader possess which
could be described as having a high level of interpersonal or
people skills? List and briefly

10. describe each.
/9
Question 6
Why is it beneficial for organisations to develop work teams?
/5
Question 7
What steps should a leader follow when communicating team
objectives?
/6
Question 8
Briefly outline five (5) advantages of conducting regular team
meetings?
/5
Question 9
What is planning? What sequence of activities must managers
and leaders be aware of in order
to establish a plan for their team?
/5
Question 10
Identify and discuss briefly four (4) general characteristics that
leaders tend to possess.
/8
Question 11
Fred Fiedler (Cole, 2010), developed a situational theory of
leadership. Identify the three (3)
contingency dimensions that he believed define the key
situational factors that determine the
most effective leadership style.
a) List and briefly describe these three (3) dimensions.
/6