BSBTWK502

Manage team effectiveness

Establish team performance plan

1.1 Identify team

purpose, roles and
responsibilities
according to
organisational and task
objectives
 What makes an effective team?
Businesses are never satisfied. They cannot be. Should a business
become content with their outcomes and performance, competitors
would seize the opportunity to outperform them and the business
would start to fail.
What makes an effective team?
• Effective communication
• Equal contribution
• Support
• Diversity
• Shared goals and purpose
• Strong leadership
• Strong organisation
• Sense of fun.
Identifying roles and responsibilities
If you are part of an organisation, no matter your level of
authority, you must be confident in your role and
responsibilities. You must consider your organisation’s
task objectives while undertaking your role so that you
are focussed on achieving the targets set by your
organisation.
Assigning roles
When assigning roles to team members you may need to consider:
• Experience
• Time management
• People skills
• IT literacy
• Communication skills
• Networking opportunities.
Tuckman’s team development
Activity 1A
Establish team performance plan

1.2 Develop
performance plans with
expected outcomes, key
performance indicators
(KPI’s) and goals for
work team
What are performance plans?
Performance plans offer a method of
measuring employee performance within
the workplace. Performance plans can
structure an employee’s self-development
and give them a focus and benchmarks to
monitor their performance. A performance
plan should be individually tailored to an
employee so that it gives relevant and
relatable support for their role and targets
that are appropriate and realistic.
 PERFORM model
• Potential – recognise the potential of the individual and monitor
performance accordingly
• Expertise – consider ability, training, experience and qualities required
to undertake the role
• Results – monitor results for individuals, teams and organisations
appropriately
• Focus – keep the task in mind and overcome challenges to hit personal
targets
• Opportunity – achieve, advance and grow by seizing opportunities as
they present
• Resources – consider the resources required to support personal
development
• Motivation – make work enjoyable and interesting and offer feedback
whenever possible.
SMART model
Specific
Measurable
Attainable
Realistic
Timebound
Activity 1B
Establish team performance plan

1.3 Support team

members in meeting
expected performance
outcomes
Why do teams require support?
A supportive workplace is vital when it comes to
installing a positive nature into your organisation. Every
employee should have full access to support to maintain
a productive environment and meet performance
outcomes effectively. A well-supported team is likely to
be hardworking and well balanced. Support can be
provided to employees via words or actions depending
on the needs of the individual and the circumstances of
the issue.
Demonstrations of support
• Trust
• Morale
• Wellbeing
• Relationships
• Pride.
What makes a good manager?
Any good team requires strong and competent management. Managers
need to be motivational and supportive to ensure team members are
meeting organisational objectives within their roles. Managers will
need to demonstrate certain characteristics and qualities to be able to
manage a group of professionals effectively.
 What makes a good manager?
• Encourage employees to be their own leaders
• Motivate and inspire
• Know their strengths
• Feedback regularly
• Listen
• Be humble.
Activity 1C
Develop and facilitate team
cohesion
2.1 Develop strategies
for facilitating team
member input into
planning, decision
making and operational
aspects of team tasks
Strategic planning
To harness and power a team effectively, team members
should be encouraged to work collaboratively to develop
relevant and achievable strategies. Strategic planning is a
central part of business development. Strategic planning
should incorporate regular, formal reviews for all areas of
performance to create and focus on attaining
predetermined business objectives.
Developing a strategy
An effective strategy will:
• Identify clear objectives
• Recognise capabilities and resources to achieve
objectives
• Implement progress measures
• Be comparable to past effort via lagging indicators.
 Facilitating team participation
There are several ways that management can facilitate opportunities
for employees to contribute to planning processes:
• Supervisions
• Casual conversations
• Team meetings
• Brainstorming sessions
• Q&A sessions.
Activity 2A
Develop and facilitate team
cohesion
2.2 Develop or modify
policies and procedures
for promoting team
member accountability
for personal work and
team tasks
What is team member
accountability?
Accountability is where an individual willingly accepts
responsibility for their actions within their role.
Accountability occurs when an individual can recognise
the purpose of their role within different scenarios that
present and adapt their practice accordingly without
making excuses or passing blame.
What is team member accountability?
Accountability is a good quality to have as it:
• Increases trust
• Improves performance
• Allows for learning.
Workplace policies and procedures
The purpose of workplace policies and procedures is to define and
document what is expected from employees given any aspect of
working practice. This ensures that employees are fully aware of what
is expected of them and how they should conduct themselves whilst at
work.
Activity 2B
Develop and facilitate team
cohesion

2.3 Provide feedback

to team members on
team effort and
contributions
Why is feedback important?
The process of providing feedback on working practice is important in
many ways. Predominantly; it gives employees guidance on how to
improve performance within their roles. Feedback is also vital in
building relationships between employee and employer. It opens up
channels for open and honest communication which creates an
element of trust, should employees be adequately supported.
Why is feedback important?
Proactive feedback should always be:
• Confidential
• Well timed
• Specific
• Offer solutions.
Positive feedback
Positive feedback will:
• Promote engagement
• Develop performance
• Include facts and figures
• Identify good practice
• Boost morale.
Positive feedback
Management can also consider rewarding success as a way of feeding
back positively to teams. This can be done by:
• Broadcasting figures
• Publicising results
• Setting up reward schemes
• Team prizes
• Gamification and competition between colleagues.
Activity 2C
Develop and facilitate team
cohesion

2.4 Develop processes

for identifying and
addressing issues,
concerns and problems
identified by team
members
Identifying and addressing issues in the
workplace
Workplace issues can present themselves in a variety of
ways and early identification is vital in combatting them
effectively. Employees must be comfortable and
confident in reporting issues to relevant personnel.
Issues, concerns and problems can become barriers to
productivity and must be rectified accordingly. To be
able to deal with such issues promptly, team members
must have an identified process for raising concerns
and addressing them.
Workplace issues can arise from:
• Time management
• Attitudes/behaviours
• Concerns regarding contracts
• Product/service quality
• Resources
• IT malfunctions
• Competitor performance
• Team performance.
Developing processes for dealing with
concerns
Processes for identifying issues will feature the
following five stages:
• Identification
• Containment
• Consideration
• Addressing
• Correction.
Activity 2D
Facilitate teamwork

3.1 Encourage team

members to participate
in and to take
responsibility for team
activities
Encourage participation within your team
To encourage participation, management can:
• Support employees
• Encourage strengths
• Offer choices to suit preferences
• Offer incentives
• Feedback and praise regularly.
Playing to your strengths
If an employee initiates that they would like more responsibility for a
certain activity, they must be aware of what they are accountable for.
Project managers must clearly define the expectations of their role
within the project or activity and have presented the objectives before
assignments are made. Employees are more likely to actively
participate in and take responsibility for activities that they feel they
have the skills to undertake effectively.
Playing to your strengths
When assigning tasks to individuals, management
need to consider:
• Accountability
• Confidence
• People skills
• Experience
• Productivity
• Skill set
• Work ethic.
What is an SMT?
SMT stands for self managed team. If you can support
and encourage employees to take responsibility for
different areas of different projects, this is essentially
what you end up with.
What is an SMT?
There are many benefits to employing and creating an
SMT:
• Save time on management costs
• Improved customer relations
• Raises standards
• Reduced waste
• Increased flexibility within the team.
Activity 3A
Facilitate teamwork

3.2 Support the team

in identifying and
resolving work
performance problems
Identifying problems with performance
Identifying problems with performance is paramount
when it comes to improving standards within a team.
Team members do not only solve issues, they
sometimes create them, therefore good management
must be equipped with the skills to intervene and
rectify these issues where possible.
Performance issues
Performance issues may include:
• Failing to meet deadlines
• Reduced sales
• Conflict or disagreements
• Low morale
• Unacceptable conduct or performance.
Performance issues
This could be down to:
• Inadequate training
• Poor communication
• Friction between team members
• Unclear objectives
• Low morale.
Resolving performance issues
Effective management will always endeavour to offer solutions to
resolve issues with performance. To identify viable and realistic
solutions, the circumstances of the issues must be considered and
those concerned should be consulted.
Activity 3B
Facilitate teamwork

3.3 Promote work team

collaboration through
individual behaviour
The importance of team collaboration
Team collaboration can be encouraged in various ways:
• Letting team members know their purpose
• Establishing common purpose
• Encourage constant communication
• Ask teams for their advice
• Take time to respond to queries
• Have fun!
The importance of collaboration
Employees that collaborate effectively will be:
• Professional
• Approachable
• Communicative
• Creative
• Compassionate
• Openminded
• Hardworking.
Negative behaviours
Examples of negative behaviours include:
• Argumentative
• Stubborn
• Laziness
• Critical of others
• Reluctance to engage.
Dealing with conflict
Activity 3C
Liaise with stakeholders

4.1 Establish and

maintain open
communication
processes with relevant
stakeholders
Establishing communication with stakeholders
Ask yourself:
• Who are the stakeholders that you need to communicate with
• What are the objectives of communication
• When should communication occur?
• What information must be shared?
• What is the strategy?
Maintaining contact with
stakeholders
Once a communication channel has been agreed, it will
be down to the team to feedback to stakeholders
regularly. Stakeholders have an invested interest in the
business and require regular, detailed feedback as to
how projects are progressing. Delegating this
responsibility to an appropriate
individual can be a smart move as it
creates continuity and familiarity
between the team and the stakeholders.
Effective communication
Effective communication will be:
• Regular
• Accessible
• Accurate and detailed
• Inclusive of facts and figures
• Convenient for the individual
stakeholder.
Activity 4A
Liaise with stakeholders

4.2 Communicate
information from line
management to the
team
Communicating information to a team
Effective communication is a central component of any
productive team. Management will have to take
responsibility for communicating necessary information
to their team to ensure everyone is up to date with the
progress of the project. Similarly, any issues must be
communicated adequately so that team members are
aware of the situation as it evolves.
Communication channels
Communication channels include:
• Face to face
• Emails
• Phone calls
• Team meetings
• Video conferencing
• Written methods.
Choosing appropriate communication
channels
For ease and convenience, email and digital
communication channels such as intranets are a
reliable way of communicating information from line
management to staff. Emails are also saved for later
reference which can be handy for retaining details.
Confidentiality cannot be assured however and digital
communication channels may be a little informal for
certain types of information.
Activity 4B
Liaise with stakeholders

4.3 Communicate and

follow-up unresolved
issues, concerns and
problems raised by
stakeholders with line
management
4.4 Address unresolved
issues, concerns and
problems raised by
stakeholders
Identifying unresolved issues
Unresolved issues at work can be detrimental to working practice and
therefore overall productivity. By ignoring workplace issues,
management are being negligent of their duties and will cause more
problems in the long term. If issues cannot be resolved within the team
then line management will have to become involved to seek solutions
to the issues.
Unresolved issues
Unresolved issues can relate to:
• General support
• Policies and procedures
• Line management expectations
• Training
• Work objectives
• Workplace environment/morale
• Designated responsibility.
Implications of unresolved issues
If line management fails to adequately resolve issues within the
workplace, then they pose the risk of further damaging the team and
hindering progress towards meeting objectives. If employees start to
feel like they are not being supported by their line managers, then the
organisation can expect to lose staff. Being poorly supported by line
management is a common reason for employees changing jobs and
leaving organisations in search of a more supportive work environment.
Addressing stakeholder concerns
Each stakeholder should have the
opportunity to input and raise concerns
regarding projects should they feel the
need. If a stakeholder raises concerns
regarding a project or team member, this
can be a great opportunity for an
organisation to consider a different
perspective and potentially raise standards
in an area of practice.
Activity 4C
Summative Assessments
Summative assessments consist of:
• Skills Activity
• Knowledge Activity
• Performance Activity.

Your assessor will provide you with further guidance on how and where
to complete these assessments.
 Summary and Feedback
• Did we meet our objectives?
• How did you find this session?
• Any questions?