Lead and Manage People
Assessment Task 2 Roleplay and Portfolio
Scenario
You are the manager of a busy café within the Blue Healer Hotel and Spa. Apart from you and the owner, there is a full-time chef named Navneet, two sou chefs, two part-time kitchen porters and casual wait staff employed. The casual wait staff are from the local area and are mostly university students or high school students working part-time shifts. The team is tight knit and work well together. The casual wait staff visit the café socially sometimes and the culture is one of sharing and helping each other out when needed.
The café’s vision is to be the most popular café within the local region renown for it’s amazing local food service and vibrant atmosphere.
It’s mission is to grow the café and its popularity by strong leadership, sound communication and the provision of a clear strategic direction that ensures it’s a great place for staff to work; it provides food and beverages that the public wants with a focus on local produce and sustainable practices; and it becomes known for its vibe and atmosphere.
Values listed in its Strategic Plan include:
- Operating with trust and integrity with each other, as well as with employees and the community.
- Customer focus through appreciation of interests and passion for food that is local, healthy and delicious and sustainably sourced.
- Camaraderie through recognising the superior strength and efficiencies of good team work
- Innovation through best practice and change
- Openness and transparency in communicating with our employees, customers and the broader community.
The organisation has adopted three key strategic goals is to improve local interest in the community and not just rely in the hotel guests for revenue, specifically to:
- Increase local traffic by 25% in the new upcoming financial year
- Develop and implement a “specials or loyalty” program to use as the basis of weekly advertising in the local area
- Provide entertainment to encourage people to stay longer.
A key approach to achieve these will be to establish relationships with local talent to provide entertainment and increase advertising locally.
The owner has asked you to develop a team work plan will include a range of tasks and activities that the café’s staff can carry out over the next twelve months to achieve the key strategic goals and objectives.
In order to develop a plan that will be enthusiastically adopted by the team, you are to conduct a meeting with the staff to inform them of the new key goals, and to workshop innovative ideas they may have that could help the business achieve them. With the participation of the staff, you are to translate their ideas into actions that they will then carry out.
Activities
- Conduct a meeting with the team
| Roleplay scenario The meeting will provide an opportunity for all the café’s employees to contribute to the next stage of the business’s development. You will be collecting ideas about how the team can fulfil the business’s objectives. You are expected to encourage all team members to be innovative and be constructive in their participation. Keep in mind that this unit’s focus is on teams working in an effective way, and you are being assessed on your ability to encourage and support your colleagues to do this. Review the Team Work Plan Template (Appendix 1) to order the information you receive at the meeting. You are being asked here to roleplay a Team Leader, leading colleagues in thinking up new ways of doing things, but you are also a student, asking your student colleagues for new ideas and how they can be translated into actions. Your team members will all most probably have a favourite café. Bring this out at the meeting, getting them to look at their own motivations as to what they enjoy, and look at how this could be used to motivate others, as well as their experiences of events (musical or social activities) that assisted in increasing interest and support of their favourite eatery. Also, be aware that the other students at the meeting will be conducting a meeting on the same topic within a short time of you conducting yours. So, try to establish your own meeting leadership style. It should be uniquely yours, and effective. Be conscious that you will be modelling effective meeting leadership throughout the meeting. You should consciously behave as a role model for your colleagues, behaving in a way that encourages team excellence. Roleplay conditions Your trainer will organise the meeting environment and arrange two other students from your class to participate as team members. Begin the meeting by welcoming the participants and giving a summary of the organisation’s goals and objectives, and how encouraging innovation in the workplace can support these. Your next step is to establish, and document, the team’s purpose and long-term objectives and how these support the business’s goals and objectives. Even though you may think that you know what the business should do, being a leader in this meeting means that you are responsible for engaging and motivating the other meeting participants, leading them in collaboration. Not leading them by telling them what to do. When you have conducted the preliminaries, open the meeting up to ideas that the participants have brought with them. Discuss (and record) the ideas the participants give, asking the others for input , looking at it practically, working out what preparation would be necessary, material, personnel, whatever is relevant to carrying the idea to realisations. While encouraging the team members to find and develop ideas, you are expected to display the following leadership skills during the meeting: Act as a positive role model through your performance Show support for, and commitment to, the business’s strategic goals Interacting with team members in a positive and professional manner. Encourage the team members to take responsibility for their own work. Encourage the team members to develop innovative approaches to their work. Model and encourage open and supportive communication within the team. Share information from the wider business environment with the team as appropriate for the situation Motivate the team members to achieve optimum performance. As you come to the meeting’s conclusion: Summarise the ideas and activities to have come out of the meeting. Tell the participants that you will lead and support them in meeting the outcomes. Finish the meeting by thanking the participants and telling them that you will collate the ideas and the activities selected to undertake into a team work plan. This meeting should take no more than 15 minutes. |
Answer:
- Develop a teamwork plan
Collate the notes that you took during the meeting, adding any points that you may have missed during the meeting. Where you find that some information is missing, use analytical thinking techniques to generate possible solutions, not forgetting that you can seek input from others as required.
Use the Teamwork Plan Template (Appendix 1) to list and describe activities that were brought up during the meeting, following each idea through its goals, timeframe, and who is responsible for individual tasks.
Ensure that a team member is clearly responsible for each task, and that specific productivity measures are allocated as outcomes for each idea. Each team member’s responsibilities should be allocated so each has a clear understanding of what is expected of them and when.
Save this document as Draft Team Work Plan
Answer:
- Revise your team work plan
You received the following email from the CEO.
Dear Operations Manager,
It is a pity that I could not make it to the meeting myself.
Thank you for the draft team work plan. There are some very good ideas there.
I have an idea myself that I would like you to add to the plan. You see, Tristan has worked as a kitchen porter for us for several years now. He is popular, and knows all of the customer by name, and all of the staff too. I think that he could step up and help with some of the activities that we are planning – as he has asked me for any additional hours, we could give him, and he picks up things quickly.
Specially, I think that he drafts a monthly social media post, telling followers about the café’s activities coming up over the next month, and with a few words about the ‘behind the scenes’ or ‘spotlight on the employees’. Tristan is great with words and wit – but doesn’t have very good computer skills – I want to help him in this area too.
Please add this to the work plan and send a copy of your Revised Work Plan to me and the rest of the team.
Then I want you to meet Tristan and delegate this work to them. Now, I realise that you may meet some resistance from him initially, but I am sure that you can get around that. If in doubt, tell him that I requested this, as he has always performed any tasks that I have asked him to do.
Once you have gained agreement, please provide some mentoring and coaching until he can perform the task adequately.
Regards,
CEO
Update your work plan to reflect the feedback given to you by the CEO.
Save this document as Revised Team Work Plan.
Answer:
- Meet with Tristan
| Roleplay scenario Identify any barriers to Tristan taking on the tasks and responsibilities that you are going to delegate to him and think through techniques or processes that you could use to overcome them. You will be required to provide mentoring and coaching to support Tristan. Make sure that you understand the differences between mentoring and coaching to ensure that you can provide both during the meeting. You will also be required to evaluate the team member’s skills and provide opportunities for their individual development. Think through how you can do this during the meeting. Roleplay conditions You assessor will organise the meeting environment and play the role of Tristan. The objective of the meeting is for you to coach and mentor Tristan in how to draft a document in Microsoft Word and email it to you. First speak to Tristan about the tasks that you intend to delegate to him. You are required to implement the techniques or processes you have thought of to overcome any barriers that Tristan presents to taking on the job. When you have gained Tristan’s agreement, evaluate their computer skills by asking them to open up their internet account and then create a new Word document. Demonstrate how to do this yourself, opening your internet account, creating new Word document, attach the document to an email and sed it. Describe how emails can be sent to a number of people or a group – and that once your receive the emails you will access it and then copy the information into the social media platform. Ask Tristan to demonstrate to you that they can do this. Coach them through the process as necessary. Before concluding the meeting, ensure that you gain Tristan’s commitment carrying out the tasks that you have assigned him. This meeting should take no more than 15 minutes. |
Answer:
- Write email to the owner
| After 12 months, data shows that your team has exceeded the percentage increase in the number of new local support for the café, and you have decided to recognise your team for their efforts. In particular, one of the casual wait staff, Maggie, took it upon themselves to organise a fund-raising event for their grandparent’s care home and arranged the planning and details of it under your direction and support. This resulted in a regular morning tea outing for seniors and whole new demographic of customers. You should single he our for a personal reward. |
The email text should give an evaluation of the team’s performance in terms of the achievement of their goals.
It should introduce and summarise the reward and recognition schemes that you have identified and seek their feedback and approval to move forwards with the project.
Indicate which of the schemes you think would be the most appropriate for the team as per the scenario and why.
The following links will provide some examples.
http://smallbusiness.chron.com/examples-employee-recognition-programs-10883.html
You will be assessed on whether your email addresses the required content as described, as well as the clarity of your email.
The owner will respond with authority to implement on of the schemes that you have selected.
Answer:
- Write email to the team
It should that them for their efforts in achieving the strategic goals and give the details of the reward and recognition scheme that you are introducing.
The email should mention Maggie’s efforts and state that she will be the first recipient of a personal reward.
Answer:
- Write email to Maggies
It should thank her for her efforts and her innovative approach to achieving the strategic goals. Give her the details of the reward that you are awarding her
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