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BSB40520 CERTIFICATE IV IN LEADERSHIP AND MANAGEMENT A20034 TEAM LEADERSHIP 2 BSBXTW401 Lead and facilitate a team ASSESSMENTS Assessment 2 Part A – Case Study 1. I consider that Kate has the best performance so far, she is one of the people who answered the most calls, she maintained a good average call time and the average customer rating was good, the comments were good although I would like it to take a little more time with the client in order to improve their rating. As for Aaron, Stefanie and Krishna, they kept about the same results, they are doing a good job overall and the customer ratings have been very good. As for William, he is not complying with one of the indicators, although he is having problems in his performance, so his situation should be thoroughly reviewed. Finally, Andrusha, his performance has definitely not been good at all, the fact of wanting to answer so many calls and keeping the average per call low has made him neglect his customer service. 2. A. William Jake Andrusha Sviatopolkovich B. From: nicolasromero@gmail.com ; To: williamjake@gmail.com ; Date: 07 June – 2022 Subject: Performance Hi William; I hope this email finds you well! The other day the performance results of each of the call center representatives arrived and I have noticed that your performance is not

ideal, in general the customer rating was not all bad, the clients described you as being helpful and you responded to everyone loves each other but that you seem confused or that it takes you a long time to solve the questions, and I noticed that your average time per call is 5.25 minutes, it is above the average and what is established by the company, so we need you to improve your performance, that you work on your response time mainly, but I would like to know if you need any help to improve it, I feel that you may be having difficulty with your duties. If you need help or support with your duties you can contact me so that we can both find a solution, I am willing to listen and help you. Best Regards; Nicolas Romero Call Centre Manager From: nicolasromero@gmail.com ; To: andrushasviatopolkovich@gmail.com ; Date: 07 June – 2022 Subject: Performance Hi Andrusha; I hope this email finds you well! The other day the performance results of each of the call center representatives arrived and I have noticed that your performance is not ideal, you are the person who answered the most calls and your average time per call is the lowest of all, but apparently it is affecting your customer service, some customers have complained saying that you are rude, that you do not answer the questions properly and you seem to be in a hurry, so before asking you to improve your performance, I would like to know what is happening so that this If this is the case, I am willing to listen to you and help you. And as you already know, you must improve your performance and provide the customer service that the company promotes, complying with quality requirements. If you need help or support with your duties you can contact me so that we can both find a solution, I am willing to listen and help you. Best Regards; Nicolas Romero Call Centre Manager 3. A. In Andrusha's case I would suggest training in good customer service and communication skills, as well as a review of the code of conduct and organizational policies. In the case of William, I would recommend coaching related to his functions at work.

B. Creating a performance plan for each one with the goals, behaviours, actions to follow and expected outcomes, the idea of the plan is that they have in writing what are the activities that they must carry out and what are the expectations that they have about their performance. I would also make sure to follow up on everyone's progress and give and ask for feedback. Part B – Case Study Scenario 1 From: nicolasromero@gmail.com ; To: team members Date: 07/06/2022 Subject: Changes Hi Everyone! I am writing this email to inform you about some changes that will come this year, the first thing is to inform you that last year's sales decreased and that we have lost the account we had with Bendigo, for this reason the company has decided to start an outbound call service, This means that you as call representatives would be making cold calls to sell a certain product or service to customers. This is something different from what you are used to doing, but know that I will provide you with group and individual coaching to help you in this new transition, in addition, I will be available at all times to give you the necessary support. Any doubt or question you have, do not hesitate to contact me. Best Regards; Nicolas Romero Call Centre Manager Scenario 2 The first step is to identify the challenges relating to the work and functions; next, coaching and training should be provided in response to these concerns; nevertheless, it is not just about delivering these sorts of education, but also about following up on the employees. It's also necessary to arrange individual meetings with each of them to identify potential difficulties and places for growth, as well as to foster teamwork to overcome hurdles, in terms of their progress on the issues, asking for and giving feedback, and providing adequate assistance at all times. Inbound and outbound conversations, as well as training on organizations and their products and services, are all regarded vital.

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On the other hand, an examination of ergonomics at work should be conducted in order to obtain ergonomic equipment that allows for better posture at work and avoids long-term health concerns; this is critical to consider in order to assure compliance. With the law and what it stipulates concerning WHS, information and training on how to maintain proper posture at work, as well as recommendations on how to enhance ergonomics at work, should be supplied. It is also considered necessary to provide training regarding stress management at work and how to deal with difficult clients and unethical behavior, this will help employees to have a better guide on how to respond to clients and how to behave. It is important to monitor and control once these plans have been implemented and to follow up individually with each employee to identify areas for improvement. Scenario 3 The main thing to keep in mind is that collaboration and cooperation should be promoted, as well as participation, because it is not just about giving ideas but about getting them to work as a team to establish the rules and objectives that they believe they are capable of achieving. As a team, that is why at all times I will maintain open and honest communication, I will involve each one of them and I will foster trust, mutual help and honesty in order to achieve long-term team cohesion. I will also focus on an assertive communication style and focused on promoting a model of cooperation and collaboration. References A20034 Team Leadership 2 | BSB40520 Certificate IV in Leadership and Management | Student Workbook v1.0 Young Rabbit Pty Ltd (ABN 28 003 381 182) trading as Australian Pacific College RTO Code: 90396 | CRICOS Provider Code: 01331F | © 2021 A20034 Team Leadership 2 | BSB40520 Certificate IV in Leadership and Management | Assessments v1.0 Young Rabbit Pty Ltd (ABN 28 003 381 182) trading as Australian Pacific College RTO Code: 90396 | CRICOS Provider Code: 01331F | © 2021

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