BSBPMG633

Provide leadership for the program

Learner Workbook

1.      In approximately 50-75 words, define the term program vision.

2.      In approximately 50-75 words, explain what is meant by organisational mission and values.

3.      In approximately 50-75 words, explain the purpose of a strategic plan.

Answer 1. The program vision is the declaration of its long-term and mid-term goals, asserting what they desire to be in the upcoming period. These programs act as the organization to endeavour towards. It also reflects the needs of stakeholders and customers and also the abilities and features proposed for meeting those requirements (Board, 2019).

Answer 2. The statement of mission communicates the key purpose and aims of the organization. The statement of values reflects the core ethics and principles of the organization. Jointly, these particular statements give the strategic way for the organization, notifying present and future strategies of the business.

Answer 3. The purpose of the strategic plan is to make overall objectives for the business and for developing the plan for achieving those objectives. It includes moving back from the daily operations and also asking where the business is heading and mentioning what its main priorities must be (Board, 2019).

1.      Identify three examples of stakeholders for an organisation you are familiar with and briefly explain their role.

2.      In approximately 100 words, explain the benefits of communicating the expectations of a role to an individual who is to undertake it.

Answer 1. Three examples of the stakeholders are given below:

a) Top management – It might involve the president, division managers, directors, vice-president, CEO etc. of the organization. These individuals direct the development and strategy of the particular organization.

b) Manager –They help the staff and employees in executing their work and allocate them the work. When the employees are not clear about the directions they take the help of the manager by asking them for an explanation.

c) Internal clients – These are the people within the company who are the clients for the projects, which meet the requirements of the interior demands. The clients have the power to approve or reject the work (Boyle, 2015).

Answer 2. The benefits of communicating the expectations of the role to the individual are given below:

A. Every individual knows what they have to do – When we set clear responsibilities and roles then each individual has the knowledge that what is expected from them in return. All individuals know how to react and behave and also what they are required to achieve.

B. Every particular thing gets completed – If the individuals know their roles and responsibilities and start working on those then everything also starts to get completed.

C. Individuals work better together if they are aware of their roles and responsibilities.

Defining responsibilities and roles within the business allow us to further efficiently manage the overall business.

1.      Refer to the scenario below. Identify three relevant stakeholders within the scenario.

2.      In approximately 75-100 words, suggest a way for Kevin and the team to collaboratively develop the program vision.

Scenario A

Kevin is the project manager for a building company who have been contracted to build a small shopping complex on the outskirts of Perth. Kevin has recruited a self-employed architect to join his team on the project. The architect has been recommended by Kevin’s site manager but has not previously worked with the organisation. The architect has many contacts at the local planning office and has worked with several of Kevin’s competitors on similar projects.

Answer 1. Three relevant stakeholders are Architect, the Site Manager, Project team.

Answer 2. The way that Kevin and the team to collaboratively develop the program vision can be:

1. Firstly, they should decide who must be included in the project.

2. Then they should plan the collaborative time of working.

3. After planning, they must assign an impartial facilitator for a meeting.

4. Then they must be prepared for the meeting.

5. After preparing for the meeting, they must review the anticipated process, agenda and outcomes.

6. Then they must create the strategy and utilize the process.

7.  After creating the strategy, they must write the statement of vision.

8. Then afterwards, if someone disagrees with the program of vision they must talk to that individual in person.

9. Then after crafting the statement of vision, they must hold a short meeting.

10. Then they must review and communicate the draft of the vision with the colleagues who were not present at the meeting.

11. Then they must begin communicating the program vision (Boyle, 2015).

Refer to Case Study A – Rnew food waste

1.      Identify two of the organisation’s values and outline these in approximately 50-75 words.

2.      In approximately 75-100 words, define the vision of the project and explain how this aligns to the organisation’s values.

Answer 1. Two of the value of an organization are given below:

A. Collaboration – The first value of RNew is collaboration as they have presently collaborated with the department of education and local authority schools for formulating the program of training for the children of primary school for educating them on the advantages of renewable energy.

B. Passion – Another value of the RNew is a passion as the organization is very passionate about finding sources of renewable energy.

Answer 2. The vision of the project is to give biofertilizers while advantaging the native areas which instantly improve the crop across the site infinitely minimizing the requirement for alternatives to fossil fuels. As the organization’s key values are collaboration and passion, it mainly focuses on supporting various projects inthe community. They also collaborate with the native authority schools and the department of education to achieve their program vision (Broadbent, 2013).

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1.      Identify the four actions that must be taken regarding dispute management and explain why this is necessary using less than 100 words.

2.      Refer to the scenario below. Using the actions identified in question one, suggest a suitable approach for Erik to take to rectify the problem.

Scenario A

Erik is the owner of the Why Thai? restaurant where he employs a large team of ten kitchen staff and eight front of house staff, both of which have their respective managers appointed. During a weekend evening service, the front of house manager and the kitchen manager have a disagreement over an incorrect order. Both managers claim that the fault lies with the other team and are refusing to be accountable.

After the disagreement, communication breaks down between the two teams meaning that more orders are miscommunicated, and more meals are returned to the kitchen resulting in a loss of profits. The other members of the teams are becoming stressed, and the atmosphere between the teams is increasing. Erik acknowledges that he must take action to improve the team’s performance.

Answer 1. The four actions that should be taken regarding the management of dispute are given below:

A. Accept dispute – Everyone at the restaurant must accept the disputes as these are natural and occurs in every workplace.

B. Be the calming agent– If a dispute happens between the individuals and one is very angry and not listening to anything, then the other individual should be calm and positive.

C. Listen proactively – It is important in the situation of disputes, individuals must listen first and then react.

D. Work together – Individuals should committo working together and also listen actively to each other’s points of view for solving the conflict.

Answer 2. A suitable approach that Erik must take is given below:

A. He should communicate with both teams and understand the root cause of the problem.

B. He should proactively listen to the points of view of both sides.

C. Then he should review all the options that could be applied to solving the issue.

D. In the end, he must agree on the option that is accurate for solving the dispute and executing it (Broadbent, 2013).

Identify relevant policies and procedures and suggest action for Isla to take to rectify the situation.  Explain your answer in approximately 100 words.

Scenario A

Isla is an office manager at a debt management company. Recently she has identified several breaches of data protection legislation by multiple members of her team. Isla must identify the unresolved issue that has caused this and implement and refer to relevant policies to rectify the problem.

Answer.  Relevant policies and procedures are given below:

1. Isla should instantly as she is aware of the data breach.

2. Then she should close all the compromised methods that result from the breach of data.

3. Then she must check the impact and risk of the data breach on individuals.

4. Then shoe must review the impact of the data breach on the debt management company.

5. Then she must report the incident.

Actions that Isla should take for rectifying the situation are given below:

1. Notify the clients immediately about the breach of data.

2. Disclose entire important information and data to the clients.

3. Instruct the clients on further procedures (Hayek, 2012).

Analyse the two following scenarios. Identify TWO threats to socially responsible practice that are presenting within each scenario and explain your answers in approximately 50 words.

Scenario A

Hannah has collected a survey of customer feedback forms. The feedback forms contain the client’s personal information. Hannah has been asked to transfer the data onto a digital file as soon as the forms are returned, but she is working close to a deadline for another project. Hannah decides to put the forms into an envelope in her desk until she has more time.

Scenario B

Marco runs an independent bakery that provides a delivery service for customers. Marco employs one driver and provides them with a van for delivering the goods. Marco should have a commercial insurance policy running on the van but claims the cost is too high and it is not necessary. When the driver asked Marco about this, he said “How will anyone know? They’re not going to check.”

Answer.  Two threats are given below:

1. Disclosure of clients’ privacy – If Hannah forgets to transfer the data onto the digital file then it could be a threat to the company as it could lead to the disclosure of the privacy of clients.

2. There is the threat of larger fines for Macro if there is no policy of insurance for the delivery one as it is illegal to drive without insurance of CTP in Australia (Hayek, 2012).

Ø  Access to the internet or organisational policies and procedures.

1.      Design a relevant policy for the organisation in Case Study B. You may refer to your organisation’s policy or source examples form the internet should you wish.

2.      Write an incident report for a hypothetical incident that breaches the policy, as an example of how to report such instance to management.

Answer 1. The policy of the organization is given below:

1. Purpose – The key purpose of TechRich is to promote its business, increase revenues, and build loyalty for consumers, and it is the brand through the efforts of digital marketing.

2. Principles – The main principles of TechRich are iterating, integrating and initiating.

3. Expectations –TechRich expects to reach more numbers of customers and earn huge profits.

4. Integrity – Another policy of TechRich is to be loyal to customers by offering the best quality products (Thomas, et al., 2015).

Answer 2. In a Restaurant in Victoria at 10:00 am, an individual named Tom Warner is a manager. One day he tries to take the confidential information of an internal client of the organization secretly. This incident was recorded in CCTV footage of the Restaurant. The senior manager saw the clip and then he took the following measures for reporting the incident to the top management of the restaurant which is given below:

1. He took the CCTV footage with him.

2. Then he reviewed the agreement of confidentiality.

3. After that he consulted the incident to the top management (Thomas, et al., 2015).

Tick

Ø  Correct grammar

Ø  Proper English

Ø  Correct punctuation

Ø  Outline the organisation’s objectives

Ø  Outline the objectives of the role.

1.      Identify three types of workplace risks.

2.      Refer to the scenarios below. Using the risk assessment model in Case Study C, assess the level of risk to the two situations in the scenarios and suggest suitable actions to be taken to reduce the risks.

Scenario A

Ali is the branch manager at a regional estate agents. A new local competitor has just opened and have cut their sales fees to 2% as an introductory offer. Ali has noticed that they have attracted nearly 40% fewer vendors this month. Vendors account for 66% of the agents’ revenue, and they are reliant on this income to survive as a business.

Scenario B

Jack runs a builders merchants. One of his sales advisors calls him to assist with an irate customer who has not received a large delivery of gravel. The customer is a large, reputable builders firm who have been using Jack’s company for many years but are threatening to move to a competitor and leave negative feedback on their website.  Jack realises that the fault lies with his team and tries to seek a solution for the customer.

Answer 1. There are three types of risks that could be found at workplace such as

1) Physical risk – There could be any physical loss due to any error and circumstances at the workplace

2) Biological risk – There could be any risk related to stress and confusion.

3) Chemical risk – There could be any risk related to the chemical components at the workplace

Answer 2. The suitable actions that should be taken are given below:

A. Jack and Ali must identify entire risks that are impacting their business.

B. Then they should review impacts and probabilities of risks.

C. After that they should make strategies to mitigate those risks.

D. After making the strategies, they should monitor the process (Kreitner & Cassidy, 2012).

E. Customer service department must be improved effectively and efficiently

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Refer to the scenario below.

1.      Engage in a role play with a peer. Using the scenario below, you will undertake the role of the manager and your peer will play the employee. As the manager, respond appropriately to the employee’s request.

2.      Engage in a role play with a peer. Using the scenario below, you will undertake the role of the manager and your peer will play the employee. As the manager, respond inappropriately to the employee’s request.

Scenario A

A member of staff approached their employer and asked to have an early finish on a shift the following week so they can take an elderly relative to the hospital. The member of staff only works part-time hours but leaving early will mean the team is understaffed if arrangements aren’t made.

Answer.

Role play

Employee – Good morning sir!

Manager –Good morning!

Employee – Sir, I want to request from you.

Manager – Yes, tell me.

Employee – One of my relatives is unwell and at present, he is admitted to the hospital and I have to go to meet him as his condition is serious. Can you please give me a half-day leave?

Manager – No, I cannot approve your request. As you are doing a part-time job and asking for a half-day leave and my team is also understaffed as all the arrangements are not established yet. Therefore, I cannot approve your request.

Employee – Sir I sincerely request you to accept my request. It is very important to meet my relative he is in very severe condition.

Manager – Sorry but I cannot approve it at this time you have to complete your allocated work first then you can go.

Employee – Okay sir.

Manager – Now you proceed to your respected work.

Employee – Okay sir.

Ø  Speak calmly

Ø  Be welcoming

Ø  Respond to questions

Ø  Offer to compromise

Ø  Make constructive suggestions.

Ø  Be abrupt

Ø  Be unwelcoming

Ø  Seem irritated

Ø  Lack compassion

Ø  Display blame culture

Ø  Be unwilling to reach compromise.

1.      Identify three things that should be included in project role descriptions.

There are three things that must be included in the project role description such as

1) Presentation of entire scope of the project

2) Develop and update documentation of a project

3) Develop appropriate forecasting framework for the estimated expenses and revenue

2.      In approximately 100 words, explain the importance of effectively communicating roles and responsibilities to relevant stakeholders.

Answer 2.

Effective communication with the relevant stakeholders just not only targets to make sure they know the key points and objectives of the project, but it also aids to help the company in understanding those who would be impacted by the project and how they might interpret and access information and data from the particular organization and permits the organization for anticipating how the relevant stakeholders would respond (Kreitner & Cassidy, 2012).

1.      In approximately 50 words, explain the importance of open discussion within the workplace.

2.      Refer to the scenario below. Identify a learning need and suggest a solution in approximately 75 words.

Scenario A

Amy has just started a role as a junior accountant at a financial advisors. On her first day, she openly tells her manager that she has not used some of the computer software packages before and is concerned that she will struggle to use them.

Answer 1. Open discussion in the organization provides confidence to the individuals for speaking up. If not any kind of fear is there of punishment for giving valuable feedback then opinions get extremely effective and the organization become very safe and all the procedures get easier.

Answer 2. Amy needsto learn to operate the computer software. For that, the Manager should teach him about the computer and also help her in operating computer software. He should teach him how accounting is done on the computer software and should learn about Microsoft excels and some other software of computer related to accounting (Lawrence & Weber, 2013).

1.      Identify two sources for identifying information related to your role.

2.      In approximately 50 words, explain what is meant by capturing information.

3.      Refer to the scenario below. In approximately 50-75 words, explain what information Bob should have shared and with who, to avoid the situation.

Bob is the warehouse manager for a branch of an international courier service. His line manager is Felix, who oversees the logistical operations within the organisation, including dispatch and storage needs. Felix has just secured a contract with a new client who supplies medical equipment to hospitals and will be using their services daily.

Felix has been made aware of this contract, and Bob has already liaised with representatives from the new client and secured a contact at their dispatch centre.

One afternoon, Bob receives a call from his contact, asking him to store an extra refrigerated delivery overnight in preparation for dispatch first thing the next morning. Bob agrees, but when the delivery arrives, Bob finds that the cold store is full and cannot contain the required amount of goods.

Answer 1. Two sources are given below:

1. Systems of computer

2. Yearly reports

Answer 2. Capturing information is the procedure of gathering the documents of paper, e-documents and forms, converting all of them into retrievable, appropriate, digital data and also delivering the particular information into databases and applications of business for instant action.

Answer 3. Bob should have shared the information with Felix that he is liaising with all representatives from the particular new client (Lawrence & Weber, 2013).

1.      In approximately 50 words, explain the benefits of reflecting on performance.

2.      In approximately 50 words, explain the purpose of a performance review.

3.      What is a KPI, and how are these used in measuring performance?

Answer 1. Reflecting on performance makes all experiences further productive and effective. Reflection builds the confidence of an individual in the capability for achieving the goal which in turn interprets into huge learning rates.

Answer 2. The performance review evaluates the work performance of the employee, identifies weaknesses and strengths, gives feedback and sets the objective for future work performance.

Answer 3. KPI is the computable measure of individual performance over a particular time for a particular goal. KPI measures the success of the organization in comparison to the set of objectives and targets (Liebowitz & Beckman, 2020).

1.      Identify two potential benefits to a role that you are familiar with and explain how they relate to the role in less than 75 words.

2.      Engage with a peer in a role play that depicts the situation in scenario A. you will take the role of management, and your peer will play Ryan. Outline the benefits that Ryan should work toward and give relevant advice on how this could be achieved.

Scenario A

Ryan works for a pharmaceutical company as a salesperson. His manager suggests they host a Charity race night as a networking event. Ryan is unsure of the proposal.

Answer 1. Two benefits of the manager role are given below:

A. More impact on the culture of the organization – Various managers enjoy impacting how their organization operates and runs by improving and shaping the culture of the organization.

B. Opportunity for making some personal decisions – Many managers have the advantage of making many personal decisions (Liebowitz & Beckman, 2020).

Answer 2. Management – Good Morning, Ryan!

Ryan – Good morning, sir!

Management – We want to inform you that we are hosting a Charity race night as the event of networking on 17^th May at 10:00 am.

Ryan – Okay sir.

Management – We want you to attend this event.

Ryan – Okay sir but I am unsure about this.

Management – Why it is so?

Ryan – Sir I am not aware of these events.

Management – No, the problem I will tell you as it will be good for you if you will attend this event. This will strengthen your connections of business, will give you many innovative ideas, will raise your business profile, also advance your professionalism.

Ryan – Okay, if so then I will surely attend this event.

Management – Very good and make sure to be on time.

Ryan – Okay sir I will be on time.

Ø  Use appropriate language

Ø  Showcase the organisation

Ø  Identify benefits such as meeting new contacts, advertising, etc.

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1.      In approximately 100-150 words, explain the purpose of evaluating outcomes and suggest potential questions used during such a process.

2.      Refer to the scenario below. In approximately 75-100 words, identify one area for improvement. Identify possible causes and suggest actions that could be taken to improve future outcomes.

Scenario A

Adele has been doing a performance evaluation for a project that her team was responsible for, advertising wedding fayres through social media. The events that the team were promoted turned out to be a success, with plenty of clients who attended crediting the presence of the event on social media for how they had become aware of it.

Adele had received a complaint from one of the fayre’s producers claiming that there had been discrepancies in the details of the fayre. On some of the online adverts, times and locations had been inaccurately documented, and there were often brands and designers missed off the adverts. The producer claims that they would have had higher attendance had this been communicated correctly.

Answer 1. Evaluating outcomes measures the results of the program and concludes whether the desired outcomes were obtained or not.

Potential questions are:

1. Which of the outcomes are essential to society?

2. What were the particular outcomes of the specific program?

Answer 2. The area of improvement is that Adele should have reviewed all adverts before making them final. The possible actions that Adele must have taken are:

1. He must have checked all the documents accurately.

2. He should apologise for his mistakes to the producer.

3. He must make all the arrangements by observing everything personally.

4. He must recruit more staff that can help him in monitoring (Phillips & Gully, 2012).

Refer to one of the scenarios below. Engage in a role play with a peer. You should give the peer a role of a relevant stakeholder of your choosing, applicable to the scenario below. Ask your peer for feedback on leadership for your chosen scenario and document their answers.

Scenario A

A team of telesales advisors have become frustrated with the sales manager after being miscommunicated information regarding targets. Some members of the team had been given incorrect target figures and have subsequently underperformed. Management refuses to accept any responsibility.

Scenario B

An argument has broken out between two car sales executives over a customer. Their manager quickly diffuses the situation by speaking with each of them separately before organising mediation between the two. The manager deals with the situation fairly and does not pass judgement, and the two employees reconcile. 

Answer Roleplay

Team member – Good morning sir!

Sales Manager – Good morning!

Team member – Sir, I have an issue to discuss with you.

Sales Manager – Yes please tell me.

Team member – Sir, the targets that are communicated to us are incorrect and improper. We are performing as per those targets and this is affecting our work performance as we are doing the work as per the target communicated to us.

Sales Manager – What is the target that is communicated to you?

Team member – Sir $70,000 per month.

Sales Manager – But our target is $90,000.

Team member – Yes sir, this information was not communicated with us earlier and because of this, we are considered underperformers. This is not fair at all Sir as we are trying very hard to achieve our targets.

Sales Manager – Okay, don’t worry I will communicate your case with top management and will let you know.

Team member – Okay sir, thank you for considering our situation.

Ø  Use appropriate language

Ø  Speak professionally

Ø  Take notes

Ø  Be respectful

Ø  Ask appropriate and relative questions.

1.      In approximately 50 words, explain the purpose of a strategy document.

2.      Using your answer from Activity 4B, document the relevant information into a strategy document.

Answer 1. The strategy document details the current situation of the company outlines the future strategies and also shows how the organization could achieve these strategies.

Answer 2. The relevant information includes that the target that is communicated with the telesales employee is incorrect as the target in actuality is $90,000 per month that the team members have to achieve.

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