Course Title: Promote team effectiveness

Part B: Course Detail

Teaching Period: Term1 2013

Course Code: EMPL7007C

Course Title: Promote team effectiveness

School: 650T TAFE Business

Campus: City Campus

Program: C4226 - Certificate IV in Frontline Management

Course Contact : Sylvia Baroutis

Course Contact Phone: +61 3 9925 5469

Course Contact Email:sylvia.baroutis@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Vivien Wong
Tel:  +61 + 3 + 9925 5494
Email:  v.wong@rmit.edu.au
Location:  B80, Level 5

Nominal Hours: 50

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Pre-requisites and Co-requisites

None

Course Description

This unit describes the performance outcomes, skills and knowledge required to promote teamwork. It involves developing team plans to meet expected outcomes, leading the work team, and proactively working with the management of the organisation.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBWOR402A Promote team effectiveness

Element:

1.  Plan to achieve team outcomes

Performance Criteria:

1.1.Identify, establish and document team purpose, roles, responsibilities, goals, plans and objectives in consultation with team members
1.2.Support team members in meeting expected outcomes

Element:

2.  Develop team cohesion

Performance Criteria:

2.1.Provide opportunities for input of team members into planning, decision making and operational aspects of work team
2.2.Encourage and support team members to take responsibility for own work and to assist each other in undertaking required roles and responsibilities
2.3.Provide feedback to team members to encourage, value and reward individual and team efforts and contributions
2.4.Recognise and address issues, concerns and problems identified by team members or refer to relevant persons as required

Element:

3.  Participate in and facilitate work team

Performance Criteria:

3.1.Actively encourage team members to participate in and take responsibility for team activities and communication processes
3.2.Give the team support to identify and resolve problems which impede its performance
3.3.Ensure own contribution to work team serves as a role model for others and enhances the organisation's image within the work team, the organisation and with clients/customers

Element:

4.  Liaise with management

Performance Criteria:

4.1.Maintain open communication with line manager/management at all times
4.2.Communicate information from line manager/management to the team
4.3.Communicate unresolved issues, concerns and problems raised by the team/team members to line manager/management and ensure follow-up action is taken
4.4.Communicate unresolved issues, concerns and problems related to the team/team members raised by line managers/management to the team and ensure follow-up to action is taken


Learning Outcomes



Details of Learning Activities

Learning activities will include class-based exercises, demonstration and observation in order to develop competency, including the underpinning skills and knowledge required for this unit. Students will have access to the Virtual Enterprise (simulated business office environment) to put into practice their developing management skills in context with available resources. This unit is co-delivered in the Virtual Enterprise simulated office with OHTH-5470C - Monitor a Safe Workplace, MKTG-5810C - Implement customer service standards and OFFC-5201C - Organise Meetings.  Refer to separate course guide and asesssment instructions.


Teaching Schedule

  

Co-delivery for BSB402A/EMPL7007C
Promote team effectiveness and
BSBCUS403A/MKTG5810C Implement
customer service standards

 
WeekWk commen-
cing
TopicAssessment
111 Feb• Course requirements
• Course support documents
• Blackboard
• Overview of assessment requirements including Recognition of Prior Learning and Credit Transfers
• Grading
• Plagiarism
• Appeals
• Extensions
• Feedback
• Privacy
• Submission requirements
• Resubmission policy
• Where to get support
• Student responsibilities
 
218 FebGetting to know the units you are undertaking in the Virtual Enterprise

Overview of assessment tasks, requirements and submissions

Working in a simulated office environment

Portfolio consisting of:

Activity 1 Due
Refer to Learner Guide for instructions and textbook reference

325 Feb

Communicating in Today’s Workplace

Plan to achieve team outcomes

Contribute to quality customer service standards

Activity 2 Due

Refer to Learner Guide for instructions and textbook reference
44 MarInterpersonal Skills

Contribute to quality customer service

Plan to achieve team outcomes

Develop team cohesion

Activity 3 Due
Refer to Learner Guide for instructions and textbook reference
511 Mar

Effective Relationships for Teams to Deliver Great Customer Service

Implement customer service systems

Develop team cohesion

Activity 4 Due

Refer to Learner Guide for instructions and textbook reference

618 MarConflict Management

Implement team customer service standards

Participate in and facilitate work team


Activity 5 Due

Refer to Learner Guide for instructions and textbook reference

723 MarStages in a Team’s Development

Plan team outcomes

Develop team cohesion

Reference to Chapter 9

 
728 Mar - 3
Apr
Stages in a Team’s Development

Plan team outcomes

Develop team cohesion

Reference to Chapter 9

 
88 Apr

Promoting Trust in Teams

Participate and facilitate team work

Liaise with management and other stakeholders

Activity 6 Due

Refer to Learner Guide for instructions and textbook reference

915 AprDepartment presentations will be held this week

Read the essential reading prescribed for homework

Develop team cohesion

Participate in and facilitate work team

Plan team outcomes

Presentations scheduled in class for Group Project - refer to VE teacher

Activity 7 Due (presenation reflection)

Refer to Learner Guide for instructions and textbook reference

1022 AprDeliver and Monitor a Service to Customers

Contribute to quality customer service standards

Implement team customer service standards

Liaise with management and other stakeholders

Activity 8 Due

Refer to Learner Guide for instructions and textbook reference

1129 AprHandle Complaints with Care

Contribute to quality customer service standards

Implement team customer service standards

Plan to achieve team outcomes

Develop team cohesion

Activity 9 Due

Refer to Learner Guide for instructions and textbook reference

126 MayExploring the Customer Charter

Research good examples

Contribute to quality customer service standards

Implement team customer service standards

-Case Study 1: Customer focus achieves results page 352
-Summary page 349-350

 Portfolio due
1313 MayStudents are to attend the Diploma of Business Administration Student Conference 
1420 MayLeadership

-Case Study 2: Rumblings in the team ranks page 308
-Summary page 304

 
1527 MayAll groups to finalise final print report, checking for errors in clarity, English grammar and spelling and overall document presentation and layout.Final Group Project Report is due this
week
163 JunSummary - where to from now?
Assessment review and feedback
 
 


Learning Resources

Prescribed Texts

Chapters 1, 2, 6, 7, 8, 9 Dwyer, J 2012, The Business Communication Handbook, 9th Ed, Pearson, Australia. Contact publisher for eBook - details also come with a companion website.

9781442546738


References


Other Resources

myRMIT Studies

RMIT Study & Learning Centre https://www.dlsweb.rmit.edu.au/lsu/

Reflective Records Virtual Enterprise Style Manual


Overview of Assessment

Assessment may incorporate a variety of methods including technical requirements documentation, homework, assignments, group and/or individual projects, in class exercises, written and practical assessments, problem-solving exercises, presentations, direct observation of actual and simulated work practice, presentation of a portfolio of evidence which may comprise documents, and/or photographs and/or video and audio files, review of products produced through work-based or course activities.

Students are aedvised that they are likely to be asked to personally demonstrate their assessment work to their teacher to ensure that the relevant competency standards are being met.  Students will be provided with feedback throughout the course to check their progress.




Assessment Tasks

 

ASSESSMENT TASK 1 : Portfolio - Fulfill Activities 1-9 as outlined in this course guide’s weekly schedule and the "Learner Guide for Invididual Student’s Weekly Portfolio of Evidence" document available on myRmit.  Portfolio is due in Week 12.

ASSESSMENT TASK 2 :  Group Project- Improving Customer Strategies


Background

 

 

Refer to the Assessment Instruction for this course through myRMIT Studies course Blackboard
 

This project covers the elements and performance criteria relevant to BSBWOR402A/EMPL7007C Promote team effectiveness and BSBCUS403A/MKTG5810C Implement customer service standards

 RESEARCH TOPIC

Once allocated to your department you will research data available on the Virtual Enterprise Australia’s website, the VE network drive (J: drive) and hard copy files, to determine the key functions of your department.

You will identify potential areas for improvement (either internal or external customers) to implement or modify a new or existing customer service standard. Your main objective will be to ensure that quality is maintained and the most suitable system to manage quality and efficency as a team is proposed for your department.

You are to brainstorm and negotiate as a team how you plan to approach your project topic by the end of Week 2. You will then submit a 250 word brief to your teacher (Manager) in Week 3 that includes the context and details of your topic and overall project goal and how you intend to manage it to achieve a successful team outcome.

Download the Project Approval Form Template from myRMIT Studies and submit to MyRMIT your typed brief for approval to your teacher (Manager) by Week 3 with a completed Business TAFE School Assignment Cover Sheet. NOTE: All members of your group must be present to sign and date the conditions for submission declaration for assessment.

ASSESSMENT TASK 2 : Part B – Research Findings

In Week 9 your group will be scheduled to present your research findings, as a 10-15 minute Power Point presentation to your Reflective Records VE branch colleagues. The purpose of this will be to provide a brief overview of your strategy, update on team collaboration and cohesion and receive feedback from your teacher (Manager) and peers.

Refer to Research Presentation Assessor Checklist through myRMIT Studies course Blackboard for details.

ASSESSMENT TASK 2 : Part C – Report

SPECIAL REQUIREMENTS FOR REPORT PRESENTATION

This assessment task relates to the experience gained through participating in the VE office environment, theory delivery and the prescribed textbook. The final business proposal will be in the RMIT Business Report Style and apply ‘House Styles’ from the VE Styles and Standards Manual. The research you have gathered along with your customer service strategy will be summarised and analysed in a detailed report. It will be approximately 1500 words ready for final submission in hard copy format to your teacher with a completed Business TAFE School Assignment Cover Sheet. NOTE: All members of your group must be present to sign and date the conditions for submission declaration for assessment.  You will also be required to submit the work in the dropbox.

Business Report Formatting Guidelines

A title page which lists:

• your project group name (VE Branch and Department)
• each team member’s names and student numbers and their department job role
• program code and title
• the course codes and titles and,
• teacher’s name

Text in the body of the report set at:

• 11 pt Arial Narrow at 1.5 spacing
• a footer with each student’s names and student numbers and the page number on all pages except the title page
• report is to be presented in a professional business style (refer to the RMIT Learning Lab for style and Harvard Referencing standards
• correct use of the English language, grammar and spelling
• all sources should be cross-referenced and cited within the report text following the Harvard Referencing Style

You are to include the following sections in your word processed report (headings provided are a guide only):

• Title page
• Executive summary
• Table of contents (automated in Word 2010)
• Introduction
• Discussion – (tailor your discussion headings to suit written content)
• Conclusion
• Recommendations
• Appendices (must be clearly labelled and cross-referenced throughout your report)
• References

Refer to the Graded Assessment Sheet.

Grading
NYC/DNS Not Yet Competent/Did not submit for assessment
CA Competency achieved

(a) Knowledge to be assessed

Implement customer service standards
-detailed product or service knowledge
-models of customer service
-relevant organisational procedures and standards for customer service relationships

Promote team effectiveness
-organisational goals, objectives and plans
-organisational policy and procedures framework
-organisational structure, including organisational chart
principles and techniques associated with:
-delegation and work allocation
-goal setting
-group dynamics and processes
-individual behaviour and difference
-leadership
-motivation
-negotiation
-planning

(b) Skills to be assessed

Implement customer service standards
-communication skills to explain the system and standards to the work team
-language, literacy and numeracy skills to understand and interpret customer service standards to others, and to modify these standards as required
-problem-solving skills and lateral thinking skills to address problems and to ensure service standards are met

Promote team effectiveness
Communication skills to:
-boost team morale
-deal with team conflict
-deliver messages from management
-facilitate discussion
-mentor and coach
-leadership skills
-planning and organising skills

(c) Critical aspects for assessment and evidence required to demonstrate competency in this unit

Implement customer service standards
Critical aspects of observation: ability to identify of customer service system and standards with information about monitoring and support required to ensure compliance with standards. Provide recommendations about how the standards can be improved or adapted to better meet the needs of the organisation and the customers, and knowledge of customer service models.

Promote team effectiveness
Critical aspects of observation: Devise a teamwork plan with details of how it was generated and how it will be monitored so that team goals can be met. Develop techniques in communicating information, dealing with team conflict and resolving issues. Demonstrate of knowledge of organisational goals, objectives and plans.

 

You will have the opportunity this semester to participate in a simulated office environment to operate a Branch of the Reflective Records Virtual Enterprise, as part of your studies in the Certificate IV in Frontline Management. You will be scheduled to work in this office space as a unique learning environment to develop key employability skills relevant to the business industry.

 

During the first two weeks of the semester you will be assigned a department to work in and a job role in consultation with your teacher. The department will determine your working group for this assignment and it is expected that you will work as a team to equally complete all aspects of the tasks outlined below.

In addition to this group assignment, you will also compile an Individual Reflective Journal for BSBWOR402A/EMPL7007C Promote team effectiveness throughout the semester. You will be asked to complete set tasks each week in order to reflect on your own contributions to your team, and submit them to your teacher (Manager) for feedback. These journal entries will support your individual learning and ability to contribute effectively to your team project.

 PART A Project Brief Approval


Assessment Matrix

EMPL7007C/BSBWOR402A Promote team effectiveness

Critical aspects of assessment

Element and Performance Criteria/Required Skills and Knowledge

Required skillsAssessment
• communication skills to:
• boost team morale
• deal with team conflict
• deliver messages from management
• facilitate discussion
• mentor and coach
• leadership skills
• planning and organising skills

Portfolio

Parts A, B, C - Group project in
MKTG5810C/
BSBCUS403A Implement customer services

Required Knowledge 
• organisational goals, objectives and plans
• organisational policy and procedures framework
• organisational structure, including organisational chart
• principles and techniques associated with:
• delegation and work allocation
• goal setting
• group dynamics and processes
• individual behaviour and difference
• leadership
• motivation
• negotiation
• planning

Portfolio

Parts A, B, C - Group project in
MKTG5810C/
BSBCUS403A Implement customer services

Elements of Competency
See above for Performance Criteria
 

1. Plan to achieve team outcomes
2. Develop team cohesion
3. Participate in and facilitate work team
4. Liaise with management

Portfolio

Parts A, B, C - Group project in
MKTG5810C/
BSBCUS403A Implement customer services

  
  
  
  

Other Information

NOTE: Assessment tasks need to be submitted via myRMIT.

You should ensure that you: 

• Submit assessments on or before the due date. If your performance in the assessment is affected by unexpected circumstances, you should consider applying for Special Consideration. Information on the process and application form is available at:
http://www.rmit.edu.au/browse/Staff%2FAdministration%2FPolicies%20and%20procedures%2FAcademic%20and%20research%2FAssessment%2FExtension%20of%20time%20for%20submission%20of%20assessable%20work%20procedure/
• Always retain a copy of your assessment tasks (hard copy and soft copy)
• When you submit work for assessment at RMIT University you need to use a cover sheet that includes a declaration and statement of authorship. You must complete, sign and submit a cover sheet with all work you submit for assessment, whether individual or group work. On the cover sheet you declare that the work you are presenting for assessment is your own work. An assignment cover sheet for submission of work for assessment is available on blackboard.
• Each page of your assessment should include footer with your name, student number, the title of the assessment, unit code and title and page numbers. For example: Jill Bloggs, 324567, Task 2 OFFC5208C Write complex documents, Page 1 of 10

Marking Guide (competency)
Vocational Education and Training (VET) is based on current industry needs and the focus on preparing you for the workplace. Because VET courses are informed by practical application of knowledge and skills, they are based on a system known as ‘competency based training’ (CBT). So when you are assessed in VET it is about whether you are competent to do the job, as well as having a firm grasp on the knowledge and skills required to do that job, as opposed to traditional curriculum based education settings that are often based on knowledge retention.

You need to demonstrate you are competent in each element of the unit of competency you are studying. You will receive feedback on each assessment task that will inform you whether you are competent or not and how well you are performing. Once competent in all elements of the unit you pass that unit of competency.

Marking Guide (Grading)

After achieving competency we then grade your performance in the unit; this gives you the opportunity to have the level of your performance formally recognised against industry standards and employability skills.

Final Grades Table:
CHD Competent with High Distinction
CDI Competent with Distinction
CC Competent with Credit
CAG Competency Achieved – Grade
NYC Not yet competent
DNS Did not submit for assessment


The grading is according to the following criteria:

1. Level of independence, initiative, enterprise and performance of the work task
Students must be able to identify and develop opportunities for improved work practices while working as a team.

2. Demonstrated breadth of underpinning knowledge and a willingness to continue learning
Students will look to coach and mentor colleagues and team members to support the introduction of change. Each student must take responsibility for their own work and that developed in their team, attendance, participation and attitude will be observed for assessment throughout the project life cycle.

3. Techniques and processes, technology skills and problem-solving
Students are to develop risk management approaches by; developing techniques to address faults and inefficiencies. Students will maintain their document version records. They will use business technology including computers, word processing programs and printers in a professional manner.

4. Work organisation, planning and self-management
Demonstrate ability to monitor and adjust operational performance by producing short-term plans, planning and acquiring resources and reporting on performance preparing work/project plans and budgets. Students should actively seeking feedback on own performance from clients and colleagues on a regular basis and demonstrate ability to prioritise tasks.

5. Communication, people networking, language and interpersonal skills and teamwork.
Throughout the semester students must communicate with team members and management to ensure open communication channels. Should be able to clarify issues to effective resolve conflict and disputes in the work team and agree to the best outcome for all team members, customers and management. Leading by example students should present as a role model for other team members and consult and develop objectives with the work team. All work to be submitted must be carefully proofread to demonstrate clarity and correct use of English.

Course Overview: Access Course Overview