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Student Assessment Guide: BSBTWK502 Manage team effectiveness

ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness Copyright 2021  Australian College of Business Intelligence All rights reserved Version: 21.0 Date Modified: October 2021 No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without the prior written permission of Australian College of Business Intelligence. Disclaimer: The Australian College of Business Intelligence does not invite reliance upon, nor accept responsibility for, the information it provides. The Australian College of Business Intelligence makes every effort to provide a high-quality service. However, neither the Australian College of Business Intelligence, nor the providers of data, gives any guarantees, undertakings or warranties concerning the accuracy, completeness or up-to-date nature of the information provided. Users should confirm information from another source if it is of sufficient importance for them to do so. Student Assessment Guide: BSBTWK502 Version: v21.0 Page 2 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness Content s 1. Assessment Information ...................................................................................................... 4 A. Purpose of assessment ........................................................................................................................ 4 B. What you are required to do ............................................................................................................... 4 C. Competencies being assessed ............................................................................................................. 4 D. Important resources for completing this assessment ......................................................................... 5 E. A note on plagiarism and referencing .................................................................................................. 5 F. A note on questions with role plays ..................................................................................................... 6 G. Instructions for completing this assessment ....................................................................................... 6 2. Assessment Coversheet ....................................................................................................... 7 3. Assessment Questions ......................................................................................................... 8 A. Task A - Demonstrate knowledge of team effectiveness ..................................................................... 8 B. Task B - Establish team performance plan ......................................................................................... 19 C. Task C - Facilitate teamwork and team cohesion .............................................................................. 23 D. Task D - Liaise with stakeholders ....................................................................................................... 23 4. Student Self Checklist ........................................................................................................ 31 Student Assessment Guide: BSBTWK502 Version: v21.0 Page 3 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness 1. Assessment Information A. Purpose of assessment This assessment will develop your skills and knowledge required to lead teams in the workplace and to actively engage with the management of the organisation. B. What you are required to do For this assessment, you are required to complete 4 tasks:  Task A – Demonstrate knowledge of team effectiveness  Task B – Establish team performance plan  Task C – Facilitate teamwork and team cohesion  Task D – Liaise with stakeholders All tasks of this assessment require you to use the provided case study information relating to the fictional company Softech C. Competencies being assessed Elements To achieve competency in this unit you must demonstrate your ability to: 1. Establish team performance plan 2. Develop and facilitate team cohesion 3. Facilitate teamwork 4. Liaise with stakeholders Performance Evidence Evidence of the ability to:  Manage the effectiveness of at least one work team Student Assessment Guide: BSBTWK502 Version: v21.0 Page 4 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness Knowledge Evidence You must demonstrate knowledge of:  Impacts of group dynamics on team performance  Methods of establishing team activities including communication processes  Strategies that can support team cohesion, participation and performance  Strategies for gaining consensus  Issue resolution strategies For further information on the competencies of this unit, please refer to: https://training.gov.au/Training/Details/BSBTWK502 D. Important resources for completing this assessment To complete this assessment, please refer to the following resources provided on Moodle:  BSBTWK502 Manage team effectiveness learner guide  BSBTWK502 Observation checklist  BSBTWK502 Marking Guide  BSBTWK502 Case study folder  Additional student assessment information E. A note on plagiarism and referencing Plagiarism is a form of theft where the work, ideas, inventions etc. of other people are presented as your own. When quoting or paraphrasing from a source such as the Internet, the source must be recognised. If you are quoting a source, make sure to acknowledge this by including “quotation marks” around the relevant words/sentences or ideas. Note the source at the point at which it is included within your assessment, such as by using a citation. Then list the full details of the source in a ‘references’ section at the end of your assessment. All sources used for your assessment should be detailed in a ‘references’ section. It is advisable to never copy another person’s work. Student Assessment Guide: BSBTWK502 Version: v21.0 Page 5 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness F. A note on questions with role plays Task C, Question C2 involves a role play. For this question, as outlined below, you will be assessed on your ability to role play being a Software Development Team Leader at Softech. This question requires you to lead a meeting and take notes on what is discussed. Your Trainer & Assessor will also observe your meeting for Task C, Question C2. Please note: You will also need to attend separate meetings organised by other students whereby you role play being other people. This allows other students in your unit to also role play being the Software Development Team Leader. You do not need to take notes at meetings during which you are not role playing being the Software Development Team Leader. G. Instructions for completing this assessment Answer the questions below using the spaces provided:  Answer all parts of each question  Use your own words and give examples wherever possible  The quality of your answer is more important than how long it is  Enter your answers in this document You may use various sources of information to inform your answers, including your resources provided by ACBI, books, and online sources. You must acknowledge and cite your sources. Submission via Moodle Please refer to the “Instructions for Submitting Your Assessment” found within the unit course page on Moodle. NOTE: Please take care to follow all instructions listed. Assessments uploaded with a draft status on Moodle may not be graded. Student Assessment Guide: BSBTWK502 Version: v21.0 Page 6 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness 2. Assessment Coversheet 3. Assessment Questions A. Task A - Demonstrate knowledge of team effectiveness Student Assessment Guide: BSBTWK502 Version: v21.0 Page 7 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness Task A instructions Answer the questions below to demonstrate your knowledge of team effectiveness. A1. Describe strategies you can use to provide feedback which encourages, values and rewards your team members. Answer in 100-200 words. Write your answer here Feedback is an essential tool for improving performance and building trust among team members. However, giving feedback effectively can be challenging, especially when it involves constructive criticism. Use a feedback framework. A feedback framework is a structured way of delivering feedback that helps you focus on specific behaviours and outcomes, rather than personality traits or opinions. Use positive reinforcement. Positive feedback is not only about praising good performance, but also about reinforcing the desired behaviours and outcomes. By giving positive feedback, you show appreciation and recognition for the person’s efforts and achievements and motivate them to keep up the good work. Be timely and specific. Feedback is most effective when it is given as soon as possible after the behaviour or performance you want to address. A2. Explain how you can model desired behaviour and practices of your team in relation to their day-to-day responsibilities. Provide examples to support your answer. Answer in 100-200 words. Write your answer here One of the ways you can model desired behaviour and practices of your team is by leading by example. This means that you demonstrate the same standards, values, and expectations that you want your team to follow in their day-to-day responsibilities. For example, if you want your team to be punctual, respectful, and collaborative, you should also show up on time, communicate politely, and work well with others. By modelling desired behaviour and practices, you can inspire your team, build trust and credibility, and create a positive work culture. Another way you can model desired behaviour and practices of your team is by providing feedback Student Assessment Guide: BSBTWK502 Version: v21.0 Page 8 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness and coaching. This means that you give your team regular and constructive feedback on their performance and help them improve their skills and knowledge. For example, if you want your team to be more effective and efficient, you should praise their achievements, point out their areas for improvement, and offer them guidance and support. By providing feedback and coaching, you can motivate your team, foster their growth and development, and enhance their productivity and quality. A3. Describe how, as a manager, you can encourage a shared understanding of purpose, roles and responsibilities in your team. Answer in 100-200 words. Write your answer here As a manager, you can encourage a shared understanding of purpose, roles and responsibilities in your team by following these steps:  Communicate the team’s vision, mission, and goals clearly and frequently. Explain why the team exists, what it aims to achieve, and how it contributes to the organization’s success. Use a feedback framework to ensure that everyone understands and agrees on the team’s direction and priorities.  Define and document the roles and responsibilities of each team member. Specify what tasks, skills, and behaviours are expected from each person, and how they relate to the team’s objectives. Use a tool like the Team Poster to create a visual representation of the team’s purpose, roles, and goals.  Provide regular feedback and coaching to the team members. Recognize their strengths, achievements, and contributions, and help them improve their areas of development. Use a technique like the Start, Stop, continue method to give balanced and actionable feedback that covers both positive and constructive aspects. A4. Explain how training and on-the-job learning can support a team to meet expected performance outcomes. Answer in 100-200 words. Write your answer here Training and on-the-job learning are important ways to support a team to meet expected performance outcomes. Here are some of the benefits of these methods: Student Assessment Guide: BSBTWK502 Version: v21.0 Page 9 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness  Training and on-the-job learning can help the team acquire new skills and knowledge that are relevant and applicable to their tasks and goals. This can improve their efficiency, effectiveness, and quality of work.  Training and on-the-job learning can help the team clarify the expectations and standards of their performance and receive feedback and coaching on how to improve. This can enhance their motivation, confidence, and satisfaction.  Training and on-the-job learning can help the team develop a shared understanding of their purpose, roles, and responsibilities, and foster teamwork and collaboration. This can increase their alignment, cohesion, and communication. A5. Explain how you can develop performance plans with Key Performance Indicators (KPIs), outputs and goals for individuals as well as a team. Answer in 100-200 words. Write your answer here Performance plans are documents that outline the expected outcomes and standards of performance for individuals or teams, and how they will be measured and monitored. Key Performance Indicators (KPIs) are the elements of a performance plan that express what you want to achieve by when, and how you will track your progress. Outputs and goals are the specific results and objectives that you want to accomplish, and that are aligned with your KPIs. To develop performance plans with KPIs, outputs and goals for individuals and teams, follow these steps:  Identify the purpose and scope of the performance plan. What is the overall vision, mission, and strategy of your organization or department? What are the main challenges and opportunities that you face? How does the performance plan support your strategic direction and priorities?  Define the outputs and goals for each individual or team. What are the specific results and objectives that you want them to achieve in a given time period? How do they contribute to the overall purpose and scope of the performance plan? Make sure that the outputs and goals are SMART: Specific, Measurable, Achievable, Relevant, and Time-bound.  Select the KPIs for each output and goal. What are the key indicators that will show whether you are on track to achieve your outputs and goals? How will you measure and report on them? Choose KPIs that are relevant, meaningful, and actionable, and that cover both leading and lagging indicators. Leading indicators are the drivers of performance, such as customer Student Assessment Guide: BSBTWK502 Version: v21.0 Page 10 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness satisfaction, employee engagement, or quality. Lagging indicators are the outcomes of performance, such as revenue, profit, or market share. A6. Explain how you can incorporate input from stakeholders in your performance plan and KPIs. Answer in 100-200 words. Write your answer here Incorporating input from stakeholders in your performance plan and KPIs can help you ensure that your plan is aligned with their expectations, needs, and interests. Stakeholders are the people or groups who are affected by or have an influence on your performance, such as customers, employees, managers, suppliers, investors, regulators, and communities. By engaging with them, one can gain valuable insights, feedback, and support for your plan and KPIs.  Identify your key stakeholders and their roles, responsibilities, and interests. You can use a tool like the Stakeholder Analysis Matrix to map out who your stakeholders are, how important they are, and what they expect from you.  Communicate your performance plan and KPIs to your stakeholders clearly and transparently. Explain the purpose, scope, outputs, goals, and KPIs of your plan, and how they relate to the organization’s vision, mission, and strategy. Use a feedback framework to ensure that everyone understands and agrees on the plan and KPIs.  Seek input and feedback from your stakeholders on your performance plan and KPIs. Ask them for their opinions, suggestions, and concerns, and listen to their perspectives and experiences. You can use various methods to collect and analyse stakeholder input, such as surveys, interviews, focus groups, workshops, or online platforms. A7. Describe strategies you can use to communicate effectively with a range of stakeholders about team performance plans and team performance. Make sure you explain how you gain stakeholder agreement to implement your strategies. Answer in 100-200 words. Student Assessment Guide: BSBTWK502 Version: v21.0 Page 11 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness Write your answer here Communication is a vital skill for managing and engaging stakeholders about team performance plans and team performance.  Identify your stakeholders and their communication preferences. Different stakeholders may have different levels of interest, influence, and involvement in your team performance plans and outcomes. You should identify who your key stakeholders are, what their communication needs and expectations are, and how they prefer to receive information. For example, some stakeholders may want frequent and detailed updates, while others may only need high-level summaries or occasional reports.  Use a communication plan. A communication plan is a document that outlines the objectives, methods, frequency, and responsibilities of communication with your stakeholders. It helps you ensure that you deliver the right message, to the right audience, at the right time, and in the right way. You should create a communication plan that covers the following elements: the purpose and scope of communication, the communication objectives and outcomes, the stakeholder analysis and segmentation, the communication channels and tools, the communication schedule and frequency, the communication roles and responsibilities, and the communication feedback and evaluation.  Tailor your communication to your stakeholders. Depending on your stakeholder analysis and segmentation, you should tailor your communication to suit the needs and preferences of your different stakeholder groups. You should consider the following aspects when customizing your communication: the tone and style of your language, the level of detail and complexity of your information, the format and presentation of your data and visuals, and the relevance and value of your message. A8. Explain the impacts of group dynamics on team performance. Make sure you describe how working in a team affects the performance of an individual. Answer in 100-200 words. Write your answer here Group dynamics are the unconscious psychological forces that shape and direct a team’s behaviour, rapport, and performance. They can have positive or negative impacts on team performance, depending on how team members interact and work together on tasks and projects. Some of the impacts of group dynamics on team performance are:  Group dynamics can provide strong leadership. A good team dynamic ensures that everyone understands and respects each other’s roles and responsibilities and gives the opportunity for the right person to become a strong leader. A strong leader can inspire, motivate, and guide Student Assessment Guide: BSBTWK502 Version: v21.0 Page 12 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness the team to achieve their goals and objectives, and improve their productivity and growth.  Group dynamics can encourage greater collaboration. A good team dynamic creates a relaxed and informal environment, where team members are comfortable working with each other. This allows for higher levels of cooperation and collaboration among team members and opens them up to new ideas and perspectives. Collaboration can enhance the team’s creativity, innovation, and problem-solving skills, and lead to better outcomes and solutions.  Group dynamics can yield better results and productivity. A good team dynamic ensures that everyone is working to their fullest potential and is dedicated to functioning at their best. This can improve the team’s efficiency, effectiveness, and quality of work, and result in higher performance and satisfaction. A9. Describe methods can you adopt to establish team activities. Make sure you consider communication processes to improve team performance and provide examples to support your answer. Answer in 100-200 words. Write your answer here Team activities are tasks or projects that require the collaboration and cooperation of team members to achieve a common goal. Establishing team activities can help improve team performance by enhancing the team’s skills, knowledge, creativity, and morale.  Identify the team’s objectives and challenges. Before you design any team activity, you should have a clear understanding of what you want the team to accomplish, and what obstacles or difficulties they may face. You can use tools like the SWOT analysis or the SMART goals framework to help you define the team’s objectives and challenges.  Choose the type and format of the team activity. Depending on the team’s objectives and challenges, you can choose different types and formats of team activities that suit your needs and preferences. For example, you can choose between formal or informal, online or offline, synchronous or asynchronous, individual or group, competitive or cooperative, or fun or serious team activities. You can also mix and match different elements to create a variety of team activities.  Plan and prepare the team activity. Once you have chosen the type and format of the team activity, you should plan and prepare the details and logistics of the activity. You should consider the following aspects: the purpose and scope of the activity, the expected outcomes and benefits, the duration and frequency of the activity, the resources and materials needed, Student Assessment Guide: BSBTWK502 Version: v21.0 Page 13 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness the roles and responsibilities of the participants and facilitators, the rules and guidelines of the activity, and the evaluation and feedback methods. A10. Explain strategies you can use as a team leader to support team cohesion, participation, and performance. Answer in 100-200 words. Write your answer here As a team leader, you can use various strategies to support team cohesion, participation, and performance. Some of these strategies are:  Communicate effectively and frequently with your team. You should share the team’s vision, mission, goals, and expectations, and provide regular feedback and coaching. You should also listen to your team’s ideas, opinions, and concerns, and address them promptly and respectfully. Effective communication can improve the team’s alignment, trust, and morale.  Encourage collaboration and cooperation among your team members. You should promote a sense of shared purpose and responsibility and facilitate the team’s interaction and coordination. You should also create opportunities for the team to work together on projects and tasks, and to support each other when needed. Collaboration and cooperation can enhance the team’s creativity, innovation, and problem-solving skills.  Recognize and reward the team’s achievements and contributions. You should celebrate the team’s successes and acknowledge and appreciate the team members who performed well. You should also provide incentives and recognition for the team’s efforts and outcomes, such as bonuses, awards, or public praise. Recognition and reward can motivate the team and increase their satisfaction and loyalty. A11. Explain strategies you can use for: a) Gaining consensus in a team Student Assessment Guide: BSBTWK502 Version: v21.0 Page 14 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness b) Improving performance c) Improving collaboration and cohesion d) Conflict resolution Answer in 100-200 words. a) Gaining consensus in a team means reaching an agreement that everyone can support, without any opposition. Consensus can help improve team cohesion, participation, and performance, as it ensures that everyone’s opinions and interests are considered and valued. b) Improving performance is a common goal for individuals and organizations who want to achieve better results and outcomes. Performance can be measured by various indicators, such as efficiency, effectiveness, quality, productivity, satisfaction, or growth. There are many strategies that can help improve performance, depending on the specific context and objectives. Here are some general strategies that can apply to different situations: c) Collaboration and cohesion are important aspects of team performance, as they enable team members to work together effectively and harmoniously. Communicate clearly and frequently. Communication is the foundation of collaboration and cohesion, as it helps team members share information, ideas, opinions, and feedback. Encourage teamwork and cooperation. Teamwork and cooperation are the essence of collaboration and cohesion, as they help team members work together on projects and tasks, and support each other when needed. d) Conflict resolution is the process of finding a peaceful and mutually acceptable solution to a disagreement or dispute. Conflict resolution can help improve relationships, reduce stress, and enhance productivity and performance. Identify the source and nature of the conflict. Before you can resolve a conflict, you need to understand what caused it, what the parties involved want, and how they feel. Communicate effectively and respectfully. Communication is the key to resolving any conflict, as it helps you express your views, listen to others, and find common ground. A12. Describe issue resolution strategies that can be adopted to help a team to achieve results without friction between team members. Answer in 100-200 words. Write your answer here Issue resolution strategies are methods that can help team members resolve their disagreements or disputes in a constructive and collaborative way. By using issue resolution strategies, team members can avoid or minimize friction, and enhance their relationships and performance. Student Assessment Guide: BSBTWK502 Version: v21.0 Page 15 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness  Use active listening skills. Active listening skills are techniques that help you show that you are paying attention and understanding what the other person is saying. For example, you can use paraphrasing, summarizing, and asking open-ended questions to clarify and confirm what you heard. This can help you avoid misunderstandings, build rapport, and show empathy.  Use the consensus-oriented decision-making model. The consensus-oriented decision-making model is a process that helps you reach an agreement that everyone can support, without any opposition. For example, you can use the following steps to achieve consensus: identify the problem, generate options, evaluate options, select the best option, implement the agreement, and review the agreement. This can help you involve everyone in the decision- making process and ensure that everyone’s opinions and interests are considered and valued. A13. Explain how you can evaluate and take necessary corrective action regarding unresolved issues, concerns and problems raised by internal or external stakeholders. Answer in 100-200 words. Write your answer here To address unresolved issues, concerns, and problems raised by various stakeholders, it is essential to follow a systematic approach. Here are some steps you can take to evaluate and take necessary corrective action:  Identify the issue: Clearly understand the problem raised by the stakeholder, whether it is your team, boss, colleagues, clients, or the public. Use tools like the Conflict Resolution Wheel or the Conflict Style Assessment to help you analyse the issue and your preferred style of handling it.  Communicate effectively and respectfully: Communicate with the stakeholder to express your views, listen to theirs, and find common ground. Use a feedback framework to ensure that you communicate clearly, constructively, and empathetically. Use active listening skills, such as paraphrasing, summarizing, and asking open-ended questions, to show that you understand and care about the stakeholder’s perspective.  Focus on interests, not positions: Interests are the underlying needs, values, and motivations that drive people’s positions or demands. Focusing on interests, rather than positions, can help you find a win-win solution that satisfies everyone’s needs and goals. Use tools like the Interest-Based Relational Approach or the BATNA (Best Alternative To a Negotiated Agreement) to help you identify and prioritize your interests and alternatives.  Generate and evaluate options: Brainstorm and generate possible options or solutions that Student Assessment Guide: BSBTWK502 Version: v21.0 Page 16 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness address the interests of all parties. Evaluate them based on criteria such as fairness, effectiveness, and feasibility, and select the best one. Use techniques like the Consensus- Oriented Decision-Making Model to facilitate and monitor the decision-making process and ensure that everyone agrees and supports the chosen option. Student Assessment Guide: BSBTWK502 Version: v21.0 Page 17 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness B. Task B – Establish team performance plan Task B instructions You are Software Development Team Leader at Softech. You have been assigned a project and need to lead a team in relation to it. Read the “BSBTWK502 Case study information” document provided on Moodle, then answer the questions below. B1. Identify your team’s purpose, roles, and responsibilities according to the project and task objectives. Answer in 100-200 words. Write your answer here The goal of Softech is to develop software for the fintech industry on behalf of its clients. The roles of Business Analyst, Solution Architect, Solution Designer, Software Development Team Leader, and Software Developer comprise the development team. They are in charge of developing software using a variety of abilities. The positions of QA Team Leader, QA Analyst, and QA Practitioner comprise the Quality Assurance Team. The project management team is in charge of overseeing the projects. Project manager is the only position here. The team in charge of system and network administration is in charge of deployment and infrastructure management. They work as Cloud and Virtualization Specialists, Systems Engineers, and Network Engineers. Customer Support Manager, Customer Support Associate, and Help Desk Associate comprise the Customer Support team. B2. Develop policies and procedures to enable team members to take responsibility for their work roles and responsibilities. Document your policies and procedures below. NOTE: These may relate to areas such as grievances, conflict resolution and staff performance management. Answer in 400-800 words.  Write your answer here Policies and procedures are guidelines that help shape company culture and employee behaviour. They usually include lists of what is allowed, what is prohibited, and what should be done in certain scenarios. Developing policies and procedures to enable team members to Student Assessment Guide: BSBTWK502 Version: v21.0 Page 18 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness take responsibility for their work roles and responsibilities can help improve team performance, motivation, and satisfaction. Grievance policy and procedure. A grievance policy and procedure outlines how team members can raise and resolve any complaints or concerns they may have about their work, colleagues, managers, or the organization. It also specifies the roles and responsibilities of the parties involved, the steps and timelines of the process, and the possible outcomes and remedies. A grievance policy and procedure can help team members feel valued and respected, and foster a culture of trust and openness.  Conflict resolution policy and procedure. A conflict resolution policy and procedure define how team members can manage and resolve any conflicts or disputes that may arise among them or with other stakeholders. It also provides the methods and techniques for effective communication, negotiation, and problem-solving. A conflict resolution policy and procedure can help team members work together harmoniously and productively and enhance their relationships and collaboration.  Staff performance management policy and procedure. A staff performance management policy and procedure describe how team members can plan, monitor, review, and improve their performance and quality of work. It also establishes the standards and expectations of performance, the feedback and coaching mechanisms, and the recognition and reward systems. A staff performance management policy and procedure can help team members achieve their goals and objectives and grow and develop their skills and knowledge. B3. Develop processes to address issues and resolve performance issues with your team. NOTE: These may relate to areas such as grievances, conflict resolution and staff performance management. Answer in 200-500 words. Write your answer here To address issues and resolve performance issues with your team, you can follow a systematic approach that involves the following steps:  Identify the issue: Clearly understand the problem raised by the team member, whether it is related to their work, colleagues, managers, or the organization.  Communicate effectively and respectfully: Communicate with the team member to express your views, listen to theirs, and find common ground.  Focus on interests, not positions: Interests are the underlying needs, values, and motivations that drive people’s positions or demands. Focusing on interests, rather than positions, can Student Assessment Guide: BSBTWK502 Version: v21.0 Page 19 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness help you find a win-win solution that satisfies everyone’s needs and goals.  Generate and evaluate options: Brainstorm and generate possible options or solutions that address the interests of all parties. Evaluate them based on criteria such as fairness, effectiveness, and feasibility, and select the best one. B4. Create performance plans for your team and/or individual team members. Make sure your plans include KPIs, work goals and performance outputs and consider project objectives. Also ensure the plans incorporate the input of your team and management. Answer in 300-600 words. Write your answer here Performance plans are documents that outline the expected outcomes and standards of performance for individuals or teams, and how they will be measured and monitored. To create performance plans for your team and/or individual team members, follow these steps:  Identify the project objectives and align them with the organization’s vision, mission, and strategy. Use tools like the SMART goals framework or the SWOT analysis to help you define and prioritize your objectives.  Define the team’s purpose and goals, and the individual team members’ roles and responsibilities. Use a tool like the Team Poster to create a visual representation of the team’s purpose, goals, and values. Use a tool like the RACI matrix to clarify the roles and responsibilities of each team member, and specify who is responsible, accountable, consulted, and informed for each task.  Select the key performance indicators (KPIs) for each team and individual goal. KPIs are the elements of a performance plan that express what you want to achieve by when, and how you will track your progress. Choose KPIs that are relevant, meaningful, and actionable, and that cover both leading and lagging indicators. Leading indicators are the drivers of performance, such as customer satisfaction, employee engagement, or quality. Lagging indicators are the outcomes of performance, such as revenue, profit, or market share.  Define and document the KPIs for each team and individual goal. For each KPI, you need to specify the following elements: measure, target, data source, reporting frequency, and owner. The measure is how you will quantify the KPI, such as percentage, number, or ratio. The data source is where you will get the data for the KPI, such as surveys, reports, or systems. The reporting frequency is how often you will report on the KPI, such as weekly, monthly, or quarterly. The owner is the person or team who is responsible for collecting, Student Assessment Guide: BSBTWK502 Version: v21.0 Page 20 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness analysing, and reporting on the KPI, such as manager, supervisor, or analyst.  Communicate and align the performance plan with the team members and management. Share the performance plan with the team members and management, and explain the purpose, scope, goals, and KPIs. Seek their feedback and input and address any questions or concerns they may have. Ensure that they understand and agree on the performance plan, and that they are committed and motivated to achieve it.  Monitor and review the performance plan regularly. Track and report on the KPIs according to the reporting frequency and compare the actual results with the targets. Identify and celebrate the achievements and recognize and reward the team members who contributed to them. Analyse and address the gaps and identify and implement the actions and improvements that are needed to close them. Review and update the performance plan as needed, based on the changing circumstances and feedback. Student Assessment Guide: BSBTWK502 Version: v21.0 Page 21 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness C. Task C – Facilitate teamwork and team cohesion Task C instructions Task C follows on from Task B. You now need to explain the performance plans you developed in Task B to your team and support your team on their performance. Ensure you have read the “BSBTWK502 Case study information” document provided on Moodle, then answer the questions below. C1. Develop mechanisms to support your team to meet work outcomes and performance needs. Answer in 100-200 words. Write your answer here To support your team to meet work outcomes and performance needs, we need to develop mechanisms that can help you plan, monitor, review, and improve your team’s performance. Some examples of mechanisms are:  Performance plans. Performance plans are documents that outline the expected outcomes and standards of performance for individuals or teams, and how they will be measured and monitored.  Feedback and coaching. Feedback and coaching are essential tools for improving performance, as they provide you with constructive and actionable suggestions on how to improve your strengths and weaknesses.  Training and development. Training and development are important ways to support your team to improve their skills and knowledge.  Team activities. Team activities are tasks or projects that require the collaboration and cooperation of team members to achieve a common goal. C2. Student Assessment Guide: BSBTWK502 Version: v21.0 Page 22 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness THE SCENARIO: You now need to meet with your team members and present your plan to them. Set up a meeting with:  At least two members of your team, as role played by other students in your unit NOTE: Your Trainer & Assessor will also observe this meeting and complete an observation checklist WHAT YOU NEED TO DO BEFORE YOUR MEETING: Organise a day and time for your meeting, in line with the availability of other students in your unit as well as your Trainer & Assessor. This meeting should take no more than 10 minutes. You are required to lead the meeting. Prior to the meeting ensure you have read the instructions below on what you’ll be required to do during the meeting and prepare as necessary. WHAT YOU NEED TO DO DURING YOUR MEETING: Use the meeting to:  Present the performance plans you created in Task B to your team members  Identify their concerns  Support your team members in meeting expected performance outcomes Ensure you take note of what you discuss during the meeting. WHAT YOU NEED TO DO AFTER YOUR MEETING: Record notes of what was discussed during your meeting, including any feedback received. Answer in 75-150 words. Meeting notes Write your answer here The performance plan was examined and approved by those present at the meeting. It was determined that hiring two individuals to keep an eye on the performance plan's development was necessary. A concern brought up during the meeting was what would happen if the performance plan set up impossible-to-meet standards or requirements, as this could affect how well employees perform. There was also the possibility that a communication breakdown could have an impact on Student Assessment Guide: BSBTWK502 Version: v21.0 Page 23 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness the staff's performance and the plan. It was decided that in order to allay these worries, the people in charge of keeping an eye on the plan and supervising it should analyze it with the entire team in order to establish reasonable objectives and guidelines, and every report should be looked over. It needs to be approved by the team leader and reviewed twice or three times before it is presented. C3. Explain how you will consult and communicate with your team members in relation to team performance, including to:  Establish a common understanding of team’s purpose, roles, responsibilities, and accountabilities  Ensure these are understood in accordance with organisational goals, plans and objectives Answer in 100-200 words. Write your answer here Organize brainstorming sessions that promote involvement, collaboration, and enable all participants to share their ideas for both individual and collective performance strategies. In addition, it is imperative to arrange both individual and group sessions to delineate the roles and responsibilities of team members as well as to establish team goals and objectives. Lastly, it is always crucial to furnish the team with feedback pertaining to query outcomes. It is imperative to stress that all of the aforementioned activities must be carried out in line with the organization's plans and goals, with ongoing attention paid to how the work team's performance and development may be connected to the organization's objectives. C4. Explain how you will ensure your team members have input into planning, decision making and operational aspects of work team. Answer in 100-200 words. Student Assessment Guide: BSBTWK502 Version: v21.0 Page 24 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness Write your answer here In order to inspire a team of workers to produce their best work, acknowledge their efforts, and encourage everyone to contribute and work together, the following strategies must be employed: Encourage involvement and remain receptive to the opinions of others; everyone deserves an opportunity to be heard and should be aware of what others have to say. Keep the lines of communication open. Encourage each team member to take on a leadership role. To do this, a leader role could be created that needs to be filled at all times. This role would then be rotated every time a goal is reached, helping to foster team leadership and participation skills. Have one-on-one meetings to talk about the growth and performance of the employees and to pinpoint areas that need work. C5. Prepare your guidelines and procedures that can support your team to identify and resolve issues they encounter. Answer in 100-200 words. Write your answer here The first step is to pinpoint the issue and describe it; to do this, you need to ask yourself, What's going on? Where is it happening? Why is this happening? Next, it is necessary to conduct an analysis of the potential primary causes of the issue. Next, you should investigate potential fixes, which you can accomplish by asking for feedback from internal and external sources. Select the option that best suits your needs. Keep an eye on the results that were achieved. C6. Explain how you will encourage your team members and individuals to participate in and to Student Assessment Guide: BSBTWK502 Version: v21.0 Page 25 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness take responsibility for team activities. Make sure you consider communication processes. Answer in 100-200 words. Write your answer here We must establish goals and objectives as a work team and articulate our shared purpose in order to increase motivation, cooperation, aspiration, and teamwork. With that in mind, I'll help you figure out what needs to be done and when and how it will be done for them to fulfill these group goals. Stress the importance of leading team activities as well. Lastly, meetings will be held every Friday. to review the results obtained and assess the performance of the team. C7. Explain how you will provide feedback to your team members to encourage, value and reward individual and team efforts and contributions. Answer in 100-200 words. Write your answer here Maintaining open lines of communication, stressing its importance, paying attention to what they have to say, and expressing my desires, expectations, and thoughts to them. In addition, I will always collaborate with them as their leader, supporting them in reaching their goals and finishing tasks as needed while promoting the importance of teamwork. I'll also hold meetings to monitor performance and accomplishments, develop a reward system to acknowledge the team's successes, and offer encouraging feedback to promote ongoing development. C8. Explain how you will communicate information from your organisation’s management to your team. Answer in 100-200 words. Write your answer here Developing clear goals with your team requires effective communication. You should always keep the Student Assessment Guide: BSBTWK502 Version: v21.0 Page 26 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness lines of communication open with your employees because contact is a two-way street. You will have the ability to hear their opinions, suggestions, and criticism in addition to informing them of the tasks that need to be completed. Selecting a communication channel with management is the first step; in this instance, a video call might be appropriate. My team can now access reports, emails, and meetings to share information. Sometimes, you can even extend an invitation to management to attend a team meeting in order to promote open communication. C9. Explain how you will support your team members in meeting expected performance outcomes. Answer in 100-200 words. Write your answer here As I've already indicated, the key to achieving this is to uphold open communication. It's also crucial to foster trust within the team and foster candid, open communication amongst members. Everyone will be aware of expectations and be able to stay informed in this way. It's also critical to be encouraging; always be there to listen, offer assistance, and push them to help one another. Another tactic is to monitor your development and performance in order to identify areas for improvement and recognize accomplishments. Additionally, it's critical to empower the group and foster its development. C10. Develop policies and procedures to ensure your team members take responsibility for their own work and assist others on the team to undertake their required roles and responsibilities. Make sure these policies and procedures align with the organisation’s cultural diversity and ethical values. NOTE: Some policies that may already exist could include job descriptions, position descriptions, and accountability statements. Some processes and procedures may include employee handbooks, team meetings, and accountability meetings with managers. Answer in 100-200 words. Student Assessment Guide: BSBTWK502 Version: v21.0 Page 27 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness Write your answer here Softech is committed to giving staff members all the tools they require to succeed in their positions. Furthermore, the organization will consistently provide chances for advancement and skill development. Additionally, workers must show that they are committed to their jobs by performing well both individually and as a team. They also commit to carrying out their assigned responsibilities and abiding by all policies and procedures of the company. Along with forging close bonds and interacting with other team members, employees must also continue to be open to helping, cooperating, and supporting others. Employees who perform below expectations or inconsistently need to be corrected as soon as possible. C11. Explain how you will plan for and manage the use of networks to support outcomes for your team and the organisation. Answer in 100-200 words. Write your answer here In order to stay up to date and find new strategies that can help, contribute, and support my team at work, I might join employer or trade associations. I might also go to conferences, seminars, and other events. With my work team, I could also use the intranet to enhance communication through fostering better bonds and collaboration, which raises output and efficiency. This will help to support the team's results because improved work environment, efficiency, and productivity occur when an organization implements effective communication and methods. Lastly, I can help my employees create their LinkedIn profiles so they can connect with and stay in touch with current people. Student Assessment Guide: BSBTWK502 Version: v21.0 Page 28 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness D. Task D – Liaise with stakeholders Task D instructions Task D follows on from Task C. You now need to develop strategies for team cohesion and serve as a role model for others. Ensure you have read the “BSBTWK502 Case study information” document provided on Moodle, then answer the questions below. D1. Explain how you can ensure your own contribution and leadership to your work team:  Serves as a role model for others  Enhances the organisation's image Answer in 100-200 words. Write your answer here It is my responsibility as the team leader to lead by example, both as a Softech employee and as a leader. To do this, I must always have an upbeat and enthusiastic attitude, listen intently to what my team members have to say, and be willing to help and support them in any way I can. This includes giving them constructive criticism, pointing out areas that still need improvement, and assisting them in honing both new and existing skills. Last but not least, it's critical to promote collaboration and teamwork that aligns with the organization's objectives and the company's values. D2. Explain how group dynamics can support or hinder your team’s performance. Answer in 100-200 words. Write your answer here Group dynamics improve team cohesion, give members a sense of belonging to a group that offers security and strength, enhance the work environment, and boost employee confidence. All of these benefits contribute to improved team performance. All of this has led to an increase in output and job satisfaction. Lack of group dynamics in a work team results in a lack of trust, cooperation, and Student Assessment Guide: BSBTWK502 Version: v21.0 Page 29 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness teamwork, which makes it harder to meet the goals and objectives of the organization. In addition, obstacles are very hard to overcome, particularly when improper coordination or communication occurs, which negatively affects the output and effectiveness of the work team. D3. Outline strategies that can support your team’s cohesion, participation, and performance. Answer in 100-200 words. Write your answer here Creating an accountability policy that outlines the duties of both group and individual employees and emphasizes the significance of cooperation, values, and cultural diversity are some tactics to consider. The primary purpose of holding meetings that focus on cooperation, teamwork, and the evaluation of the group's accomplishments and outcomes is to provide feedback. Create a procedure for identifying and resolving issues that arise within the team and outline ways that individuals who are not parties to the conflict can also assist in resolving these problems. Finally, encourage cooperation and patience, maintain open and honest communication, and give everyone the chance to speak and express themselves. D4. Explain strategies for gaining consensus among your team. Answer in 100-200 words. Write your answer here There are a number of strategies that could be developed to come to an agreement; the most crucial thing is to consult with my colleagues to determine which plan—among the options—would be the most effective to carry out. 1. A decision is reached unanimously when all team members are in agreement. Student Assessment Guide: BSBTWK502 Version: v21.0 Page 30 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness 2. An agreement is established, with the exception of one, two, or three individuals (the exact number will depend on what is agreed upon with the group.) 3. General consensus: Most people believe that the task force decides when a specific percentage is reached, at which point the decision is made. You could also ask around for advice. D5. Explain how you can adjust your own interpersonal communication style to meet the organisation’s cultural diversity and ethical environment. Answer in 100-200 words. Write your answer here The most crucial thing is to remember that everyone comes from different backgrounds and views, and for that reason, the most crucial thing is to treat others with respect. If I'm unsure of something, I should always try to ask questions and get clarification, and I should always be willing to listen to others and express my needs. In addition, I can get training and information to help me understand cultural differences. The following techniques can be used to modify interpersonal communication style to fit the cultural diversity and ethical environment of the organization:  Speak clearly  When speaking with a group of people from different cultural backgrounds, use simple, direct language.  Recognize variations in nonverbal cues  Work on paraphrasing or reflective listening D6. Evaluate and take necessary corrective action regarding unresolved issues, concerns and problems raised by internal or external stakeholders. These stakeholders may include:  Your team  Your boss  Colleagues from other departments  Clients or customers Student Assessment Guide: BSBTWK502 Version: v21.0 Page 31 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness  The general public Answer in 100-200 words. Write your answer here It is always necessary to identify and characterize problems, which is accomplished by compiling data and determining the nature of the issue. Information about notices, incidents, and search records can be looked up in each department to identify unresolved conflicts. After that, we should consider what went wrong and what could be the source of the issue. Next, we should work to resolve the situation as soon as possible or investigate any developments that may have occurred; ideally, we should speak with all relevant parties to find out their opinions. After that, as we work to fix the issue, we must keep an eye on it, follow up, and submit reports. Share any unanswered questions, worries, or difficulties brought up by team members, and follow up with the management team, the line manager, and other pertinent parties. In order to guarantee that a resolution is reached, any work-related or team-related issues that cannot be settled by a first direct approach with the team must be addressed. In order to achieve work objectives and preserve team harmony and balance, it is critical to address issues. Student Assessment Guide: BSBTWK502 Version: v21.0 Page 32 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness 4. Student Self Checklist A. Student Self Checklist for Tasks A - D Candidate name: Unit of Competency: BSBTWK502 Manage team effectiveness Instructions: Place a tick ‘ ✓ ’ in the Yes (“Y”) column for each question you have completed all parts for. Task A – Demonstrate knowledge of team effectiveness Did you: Y ✓ A1: Describe strategies you can use to provide feedback which encourages, values and rewards your team members? A2: Explain how you can model desired behaviour and practices of your team in relation to their day-to-day responsibilities? Provide examples to support your answer? A3: Describe how, as a manager, you can encourage a shared understanding of purpose, roles and responsibilities in your team? A4: Explain how training and on-the-job learning can support a team to meet expected performance outcomes? A5: Explain how you can develop performance plans with Key Performance Indicators (KPIs), outputs and goals for individuals as well as a team? A6: Explain how you can incorporate input from stakeholders in your performance plan and KPIs? A7: Describe strategies you can use to communicate effectively with a range of stakeholders about team performance plans and team performance? Make sure you explain how you gain stakeholder agreement to implement your strategies? A8: Explain the impacts of group dynamics on team performance? Make sure you describe how working in a team affects the performance of an individual? A9: Describe methods can you adopt to establish team activities? Make sure you Student Assessment Guide: BSBTWK502 Version: v21.0 Page 33 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness consider communication processes to improve team performance and provide examples to support your answer? A10: Explain strategies you can use as a team leader to support team cohesion, participation, and performance? A11: Explain strategies that can be used: a) Gaining consensus in a team? b) Improving performance? c) Improving collaboration and cohesion? d) Conflict resolution? A12: Describe issue resolution strategies that can be adopted to help a team to achieve results without friction between team members? A13: Explain how you can evaluate and take necessary corrective action regarding unresolved issues, concerns and problems raised by internal or external stakeholders? Task B - Establish team performance plan Did you: Y ✓ B1: Identify your team’s purpose, roles, and responsibilities according to the project and task objectives? B2: Develop policies and procedures to enable team members to take responsibility for their work roles and responsibilities? B3: Develop processes to address issues and resolve performance issues with your team? B4: Create performance plans for your team and/or individual team members? Make sure your plans include KPIs, work goals and performance outputs and consider project objectives? Task C - Facilitate teamwork and team cohesion Did you: Y ✓ C1: Develop mechanisms to support your team to meet work outcomes and performance needs? Student Assessment Guide: BSBTWK502 Version: v21.0 Page 34 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness C2: Set up a meeting with:  At least two members of your team, as role played by other students in your unit? Use the meeting:  Present the performance plans you created in Task B to your team members?  Identify their concerns?  Support your team members in meeting expected performance outcomes? After the meeting, record notes of what was discussed? C3: Explain how you will consult and communicate with your team members in relation to team performance, including to:  Establish a common understanding of team’s purpose, roles, responsibilities, and accountabilities?  Ensure these are understood in accordance with organisational goals, plans and objectives? C4: Explain how you will ensure your team members have input into planning, decision making and operational aspects of work team? C5: Prepare your guidelines and procedures that can support your team to identify and resolve issues they encounter? C6: Explain how you will encourage your team members and individuals to participate in and to take responsibility for team activities. Make sure you consider communication processes? C7: Explain how you will provide feedback to your team members to encourage, value and reward individual and team efforts and contributions? C8: Explain how you will communicate information from your organisation’s management to your team? C9: Explain how you will support your team members in meeting expected performance outcomes? C10: Develop policies and procedures to ensure your team members take responsibility for their own work and assist others on the team to undertake their required roles and responsibilities? Make sure these policies and procedures align with the organisation’s cultural diversity and ethical values? Student Assessment Guide: BSBTWK502 Version: v21.0 Page 35 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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ICT60220 Advanced Diploma of Information Technology (Cyber Security) Student Assessment Guide: BSBTWK502 Manage team effectiveness C11: Explain how you will plan for and manage the use of networks to support outcomes for your team and the organisation? Task D – Liaise with stakeholders Did you: Y ✓ D1: Explain how you can ensure your own contribution and leadership to your work team:  Serves as a role model for others?  Enhances the organisation's image? D2: Explain how group dynamics can support or hinder your team’s performance? D3: Outline strategies that can support your team’s cohesion, participation, and performance? D4: Explain strategies for gaining consensus among your team? D5: Explain how you can adjust your own interpersonal communication style to meet the organisation’s cultural diversity and ethical environment? D6: Evaluate and take necessary corrective action regarding unresolved issues, concerns and problems raised by internal or external stakeholders? Student Assessment Guide: BSBTWK502 Version: v21.0 Page 36 of 36 Developed by: ACBI Approved by: DoS Issued: October 2021 Review: October 2021

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