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Section 1: Manage team’s personal and professional development 1 Describe the organisation you are basing this project on. 1.1 What is the name of the organisation? Worlducation 1.2 What does the organisation do? It creates tablet computers for pupils in elementary school. Along with the stylish and sturdy hardware, their major emphasis is to build software, content, and activities to better engage and teach primary school pupils. 1.3 What are the key functions and activities of the team you will manage the personal and professional development for? • The sales staff is in responsible of online inquiries, sales orders, and contacting clients to ensure that they are happy with the product delivery. • Sales reps are expected to produce sales that contribute to the yearly profit objective of 10%. They must also generate 5 new leads every month and make one sale for every 5 leads. 1.4 What are the organisational goals or objectives (at least three)? • Customer happiness may be improved by providing multichannel customer service. • Productivity is an important factor to consider • Social accountability 1.5 Attach proof of the documentation showing organisational goals (e.g., strategic or operational plan).

or misplaced. 2.6 Attach proof of documented team responsibilities to this section of the portfolio. 3 Identify and summarise organisational framework requirements for personal and professional development. 3.1 Do any policies and procedures exist that address work place goals and inform personal and professional development? 3.1.1. What is the name of the policy and procedure? Internal Communication Policy and Procedures Employee Training and development Policy and Procedure 3.1.2. What are the performance and professional development requirements outlined in the policies and procedures?  Internal Communication Policy and Procedures  This policy specifies the internal communication channels available to all employees, which can aid in increasing information exchange and cooperation among all employees.  Employee Training and development Policy and Procedure o By offering training and development, employers may focus the information and abilities that they want their employees to have. Training and development programs may help employees learn new skills or refresh existing ones, which can help them be more productive. 6.1.1. Which personal and professional development activities and opportunities are available for staff to access (e.g., as specified in policies and procedures)? Intranet of Worlducation The intranet makes critical information available to employees in a convenient location. The intranet will be used to communicate critical and relevant information from the management team to employees. The individual who contributes the content is responsible for ensuring that the content is factually correct. All contributions must be approved in advance by the relevant manager of the contributor. Staff Updates This section offers vital and useful information from the executive to the employees, such as training, job openings, and major announcements. Before being delivered to the communications officer for evaluation and inclusion, contributions for the Staff Bulletin must be authorized in advance by the contributor's relevant management. 6.1.2. Does the organisation have any templates available for the development of work goals (e.g., personal development plan)? Yes 6.2 Do any other industry best-practice professional development opportunities exist? Management and leadership training, professional certifications, technical skills training, teamwork and interpersonal skills training, and employer-sponsored degrees are all available. 6.3 Note: Attach proof of policies, procedures, templates etc to this section of your portfolio.

4 Support your team as they develop work goals, plans and activities. Note: you are required to support at least three team members. 4.1 Which organisational goals should your team align their personal goals with? (Choose two). • Customer satisfaction • Productivity 4.2 How will you communicate with each team member (e.g., email with instructions, face-to- face discussion, team meeting)? Meetings with the team Don't neglect the importance of gathering your complete team. Whether your staff is dispersed across the globe or sits next to each other every day, team meetings may have a big influence. They're a way for everyone to see what others are working on and how far they've come. It's more beneficial if people provide facts, problems, or triumphs they're now experiencing with their professions, rather than simply expressing what they're doing. This will start a discussion in which individuals may give and receive advice, as well as learn from one another. Sidebar conversations Informal communication should be encouraged outside of sessions. Many wonderful ideas are generally produced and discussed in these organic talks, and they frequently result in agile action that may make a significant impact in a current project. Simply convey any changes to the rest of the team, whether through an online group chat or a weekly team meeting. Take a time to pause and assemble all of the team's essential stakeholders for a group discussion if you're going to address substantial changes, or if you detect one happening. Repeating the conversation is meaningless. 4.3 What will you communicate to each team member (e.g., personal behaviour modification, specific skills you would like them to have, explanation of SMART goals)? REPRESENTATIVE FOR SALES Because the sales representative need organizational skills to perform his or her obligations, we will enroll him or her in organizational skills training such as delegation, goal setting and achievement, project management refresher courses, and so on. We can give him this knowledge in a face-to-face encounter or send him some training information via email. STAFF AT THE CALL CENTER The call center employees are able to converse smoothly with furious and emotional consumers, but they are stressed out due to their workloads. I'll meet with him face to face or write him an email about the time off we can provide him because he hasn't had the chance to take a break in a while, and I'll explain the SMART objectives the firm has set in order to offer good service to its consumers. Advertising staff The advertising personnel might receive skills training via an online corporate course. I may reach out to him/her via email, face-to-face huddles, or performance reviews. 4.4 What other support will you provide each team member (e.g., personal development plan template with responsibilities already added into the plan, skills assessment)? attach proof of your additional support to this section of your portfolio.

Knowing your weaknesses is essential for personal and professional growth. Organizations must develop processes that help managers organize and analyze their workers' strengths and weaknesses on a regular basis. The results of these evaluations must subsequently be shared throughout the year, whether on a weekly, monthly, or quarterly basis. Employees may discover areas where they need more training and establish areas where they can improve their aptitude and performance using this continuous evaluation and communication technique, which creates a feedback loop for them. 4.5 Communicate with each team member to provide the support. If not already viewed in person by your assessor, attach proof of your communication (e.g., video of face-to-face discussion with each team member, video of joint team meeting, draft email outlining requirements, recording of telephone discussion etc.). Note: Depending on how you chose to communicate to each member, you may have more than one attachment (e.g., if the same communication applies to all team members, one email with relevant attachments is sufficient). To all the staff, I hope this email finds everyone of you in excellent health. I'm writing to let you know that our company values everyone of you and your efforts to make our firm the best it can be by going above and beyond your limits. Through employee growth and professional development activities, our firm hoped to retain individuals like you happy and engaged. With that in mind, and in line with what we've discussed in past meetings, we'd want to tell you of the assistance we'll give as well as the training plan for this program. Communication skills training Tuesday 9:00 to 11:00 am Digital advertising skills training Wednesday 9:00am to 11:30am Thursday 2pm to 4:30pm Sales skills training Friday 10:00am to 12:00nn Time management training Monday 2:30pm – 4:30pm Employee portal for all the information needed Always available Refresher training courses Always available Incentives payout Available in employee portal Subject for Yoga class with employees Every Tuesday, Wednesday, and Friday Office parking lot 9:00am onwards Aerobics for employees Every Friday and Saturday 3pm at Office venue hall Please refer to the table above for reference as part of our help to all of you. If you require any more support or assistance, please do not hesitate to contact us, and we will do our best to respond and take action as promptly as possible. I hope everything goes smoothly for all of us. Sincerely

ABC 5 Complete the table to assess the work goals, plans and activities of each team member. Team member What are their goals? How do their work goals align with organisational goals? How do their personal and professional development plans and activities align with organisational goals? Other feedback Team member 1: To improve the efficiency with which we provide client satisfaction. If they give excellent customer service, the organization will win the confidence and happiness of their customers. One of Worlducation's main concerns is customer satisfaction. They are primarily concerned with improving the way children learn at school and pursuing an ideal learning experience through their software. He or she was able to complete scenario- based trainings. Team member 2: to deal with anxiety brought on by increasing task Team member 2 aligns this aim with the company's goal of employee productivity. He or she must be in charge. He or she has also attended time management training to learn best practices in time management and productivity. Team member 3: to boost your digital marketing abilities If team member 2 can be more efficient in his job as an advertising staff, the organization will be able to produce more effective He/she will be trained in advanced digital abilities, which will broaden his/her expertise and provide him with more prospects inside He/she has also attended time management training to learn best practices in time management

Respect may be shown in the workplace in a variety of ways, including showing thanks for workers' efforts and time; expressing gratitude and civility; and expressing gratitude and politeness. Instead of merely answering, you should listen to what others have to say. Not making rude, offensive, or disparaging statements about others; and Not claiming credit for other people's work; even if you develop or improve on someone else's work, you must recognize their original contributions. SHOWING EMPATHY AND UNDERSTANDING – Empathy for others is a vital part of building professional connections because it helps you to consider others' thoughts, feelings, and needs. Learning and development professionals may help employees develop and strengthen these abilities in a number of ways by using empathy-building exercises. Empathy, along with active listening and great communication skills, is also advantageous in terms of negotiating strategies. BEING AN EXCELLENT COMMUNICATOR - Regardless of where you are from, communication is an essential element of life and a critical component of every personal or commercial relationship. The ability to communicate effectively may make all the difference in whether you succeed or fail. 7 Complete the table to facilitate team members’ access to development opportunities. For each team member: 7.1 Identify one goal/plan/activity. 7.2 State which personal or professional development opportunity (identified in question 3) is most appropriate to help the individual team member realise the goal. 7.3 Explain how you will facilitate the professional development opportunity (e.g., email HR to request training, schedule time for the team member to attend a workshop, approve an invoice for a subscription). 7.4 Attach proof of your facilitation to this section of your portfolio. Note: Depending on the professional development opportunity, more than one proof of facilitation may be required (e.g., if all three team members are to attend the same training, then one email to HR is sufficient). Team member Individual goal/plan/activity Personal or Professional development opportunity How will you facilitate access to the professional development opportunity? Team member 1: Boost customer satisfaction Monitoring performance continuously Development and coaching Create a customised development plan with each employee during performance planning to enhance professional advancement. Request that each member of your team identify at least one skill or area in which they want to develop. Employees and managers can work together to identify

Proof of organisational goals ☐ Documented team responsibilities ☐ Proof showing organisational requirements ☐ Proof showing additional support for team members ☐ Proof of communication to support work goal development (at least one depending on chosen form of communication) ☐ Proof of feedback to team members (separate feedback for each team member) ☐ Attach: acceptable opportunities and set a completion deadline. Schedule frequent coaching or mentoring sessions to discuss progress and provide the employee the opportunity to ask questions. Team member 2: Developing and improving soft skills Improving listening skills Soft-skills training that is done correctly. If you want to enhance your contact center conversations, make sure you're doing the fundamentals well, such simple courtesies, building rapport, and, of course, listening carefully. To increase listening, try introducing push and pull communication, minimizing distractions, and deleting any strict measurements. Team member 3: Increasing effectiveness of service Minimizing the average handling time of digital workload Training on digital skills and time management The ability to assess a task or a group of activities and develop a timeframe for its completion is crucial. Effective time management needs solid planning abilities when developing task plans to guarantee that you may construct and implement an organized grasp of your responsibilities.

If not already viewed in person by your assessor, attach proof of the feedback (e.g., video of a meeting with your superior) to this section of your portfolio. 3 Plan your own personal and professional development. 3.1 For your assumed role in this assessment, what are your goals, plans and activities (name at least two)? Goals Plans Activities o To define key performance indicators (KPIs) and hold the team responsible to these objectives. o Adapt my communication style to the demands of the workers at their chosen communication pattern. • Regular meetings or check-ins with each employee on a regular basis, allowing them to set the conditions (duration, agenda, and time). o Keep an eye on your team's development, but do it in a way that makes employees feel comfortable and valued. • Keep track of each employee's professional objectives. • Call calibrations, coaching and mentoring 3.2 How do your goals align with the organisational goals? Tracking and monitoring the success of your team's organizational goals helps you improve your own leadership abilities. It will assist the organization as a whole by providing professional growth both within and outside. 3.3 Which competency standards apply to your performance (name at least three)? Leadership and people management Transferable competencies such as stress reduction, trustworthiness and resourcefulness Technical competencies such as creative thinking, computer literacy and technical capabilities 3.4 How will your performance be measured? Self-evaluation Checklists Management by objectives 3.5 Which performance development opportunities will help you realise your goals (at least two)? o Management and leadership trainings o Technical skills training o Teamwork and interpersonal skills training 3.6 Document your own development needs, plans and activities. Make sure you include the feedback you received.

☐ Proof of participation in professional development activities (at least two) ☒ Proof of documented development needs (if relevant) ☐ Proof of feedback (if relevant) Attach: Note: You may use the table below or any other format required by your organisation (e.g., performance development plan template). If you do not use the table below, attach proof of your documented development needs, priorities and plans to this section of your portfolio. Role description Role: Sales Manager Key competencies and measurement: o To ensure that the team's objectives were in line with the company's o Motivate the team to achieve the objectives o Organizing and Managing Tasks Development requirements and feedback Personal: Improvement of communication skills Professional: Improving training and leadership abilities Goals Performance development opportunities Time frame Priorit y Incentives/rewards Managing employees trainings Effective delegation of task and open communication 4 weeks 1 Team building fund Successfully aligning employees goals to company goals Regularly check ins Checklist 8 weeks 1 Promotion 4 Participate in at least two personal and professional development activities you selected in the previous question. Attach proof to this section of your portfolio (e.g., video of you attending a training workshop, video of a mentoring session you attend, notes you made at a conference or while listening to a podcast).

1.2 Complete the table below to select the techniques that best suit each team member. Team member: Health and well-being technique How can it be implemented? Student’s role Hosting a virtual wellness week event There's something for everyone with a choice of events ranging from virtual productivity sessions led by behavioural professionals to virtual desk yoga and meditation classes led by excellent remote facilitators. Team member 1 Incentivize team members for practicing gratitude Make it simple for employees to be recognized, and make sure that peer to peer recognition is encouraged in the workplace. Team member 2 Investing in regular virtual employee well- being Every other day, provide an employee-led guided meditation session to help contact center agents become more conscious and present. Team member 3 Empowering wellness through technology Employees may get a free membership to a wellness app on their phones. 1.3 Attach proof of how you’ve implemented the selected health and well-being techniques. Note: Depending on the health and well-being technique(s) chosen, more than one proof of implementation may be required (e.g., if the only health and well-being technique is to provide a free fruit bowl at work, then one photo of the fruit bowl in the office kitchen is sufficient proof).

2 Complete the table below to assess personal, team and organisational demands. Demand for: Weekly work, personal, professional and well- being activities required to be completed Time frame? Priority (high, medium. Low) Student’s role Call calibrations Mentoring and coaching Virtual wellness event hosting 1 st week 2 nd week 3 rd week High High Medium Team member 1 Sales training Communication skills training Practicing peer to peer recognition 1 st week 2 nd week 3 rd week High High Medium Team member 2 Time management training Call calibrations Meditation session 1 st week 2 nd week 3 rd week High High Medium Team member 3 Time management training Digital skills training Free application wellness membership 1 st week 2 nd week 3 rd week High High Medium 3 Use technology to manage the work priorities (determined in the previous question) of your team. 3.1 Does your organisation specify specific technology to use for project management? Yes 3.2 What technology will you use to manage the work priorities of your team? o Online project management o Time tracking and online invoicing o Excel spreadsheets 3.3 Explain how the technology improves work efficiency. With tools like pivot tables, Excel makes data processing straightforward. By changing the categories in a pivot table, you may quickly arrange and classify raw data into easy-to- understand tables. This allows you to save time and acquire business insights more rapidly. Time-tracking software and online invoicing software can also help businesses function more efficiently.