Lead and Support Your Team: Case Study for BSBXTW401

BSBXTW401 Lead and facilitate a team. Assessment 3 Learner Course Code Unit of Competency BSBXTW401 Lead and facilitate a team Assessor Name RTO Case Study Assessment Case Study Assessment Overview This assessment will require you to support your team The assessment contains one part: 1. Case Study Assessment Part IV Support Team This section includes hypothetical situations based on the simulated business, Bounce Fitness http://bouncefitness.precisiongroup.com.au . This will not require you to access a real workplace, however, the task must be completed in an environment where conditions are typical of those experienced in a workplace, including the gathering of evidence. The simulated environment must provide you access to all the resources outlined under each part of the assessment. In some instances, you may be required to access volunteers undertaking real work roles to assist you in completing the tasks. Ensure that to discuss with your assessor any adjustments you will require for each task before commencing. Read the instructions in this project carefully before proceeding.

BSBXTW401 Lead and facilitate a team. Part 4. Support Team Task Overview This part of the project requires you to support your team. Specifically, you are required to:  Provide coaching to staff to enhance workplace culture  Support individuals according to organisational requirements to work towards common team goals  Facilitate team to identify, brainstorm, report and resolve task related issues and inefficiencies  Use problem solving skills to deal with any team, task, or individual challenges Resources Required: To complete this project, you will need access to the following:  A simulated workplace that will allow you access to: o Policies and procedures relevant to  Supporting individuals in the workplace  Managing conflict  Addressing workplace challenges identified in Task 4.3 o At least two volunteers who will play as your team members: Part 4 Case Study Overview Teamwork Challenges You are currently working as a team lead in Bounce Fitness. You have noticed in recent reports and customer complaints that there seems to be issues within your team’s performance. As team lead, it is your duty to help resolve these issues to improve performance in the workplace. Review the case study scenarios outlined below before starting Task 4.1. Conflict with Clients Two of your customers, a married couple, are unhappy with the service your team member recently provided. Their complaint is that your team member had been very inappropriate towards them. Your team member had flirted with one of the customers, and upon rejection of their advances, was indifferent to the

BSBXTW401 Lead and facilitate a team. customers’ concerns. The customers had to request service from a different team member to attend to their concerns. Due to this, the other team member was unable to attend to the concerns of other customers. The customers they were unable to attend to were not satisfied and had also filed a complaint about their performance. As team leader, you are accountable for your team members. You are to facilitate a meeting to coach your team members to improve their behaviour and performance. Access the character brief required for this case study scenario from the link provided below: Conflict with Clients Character Brief https://bouncefitness.precisiongroup.com.au/supplementary-files/cross-sector-bsbxtw401/ Discuss the character brief with your volunteers before conducting your role play activity. Safety Hazards A recent customer complaint has been filed to you regarding the equipment and facilities of Bounce Fitness. According to the complaint, one of the treadmills is malfunctioning. The customer reported that the treadmill’s speed varies involuntarily as they are running. The customer had also reported that some hand weights were not put away and were scattered around the facilities. You ask the team member who was assigned to this duty what happened. They had explained that they were unable to completely check the equipment due to another team member inviting them to join them on their break. The assigned team member had complied despite not being on their own break schedule. Bounce Fitness has a rule that each team member is to take their break one at a time. This means that if one team member is on break, the other team member must remain on duty to attend to customers. This has caused both your team members to argue with one another on who is at fault. As a fitness instructor, you are to facilitate a meeting to resolve these safety hazards in the workplace. Access the character brief required for this case study scenario from the link provided below: Safety Hazards Character Brief https://bouncefitness.precisiongroup.com.au/supplementary-files/cross-sector-bsbxtw401/ Discuss the character brief with your volunteers before conducting your role play activity.

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BSBXTW401 Lead and facilitate a team. Task 4.1 Identify Task-Related Issues and Inefficiencies ASSESSMENT INSTRUCTIONS 1. To complete this task, you must conduct a meeting with your team members to discuss task-related issues and inefficiencies. 2. Enlist the assistance of at least two volunteers to undertake the role of your team members. Discuss with your volunteers the role they will undertake. Ensure that they are able to participate throughout this part of the practical assessment. 3. Locate the following templates found within this workbook:  Observation Form The Observation Form outlines all the skills you need to demonstrate in this task. Review the document to ensure the demonstration of the skills specified during the role play activity.  Meeting Minutes Use this template to record your meeting with your team members.  Conflict with Clients Character Brief  Safety Hazards Character Brief Review these character briefs with your volunteers to understand the roles they will undertake for the meeting. 4. Review the instruction here and the skills outlined in the Observation Form . Arrange a schedule with your assessor to observe you in conducting a meeting. Provide them a copy of the Observation Form found within this workbook. Discuss all requirements of the task with your assessor and prepare these before the role play activity. Your assessor will complete the Observation Form. If direct observation is not possible, record the meeting in a video. Ensure to obtain permissions first from persons involved before doing so. 5. Review the case studies presented above with your team members. 6. Locate the Organisational Requirement Outline found within this workbook. You must complete your Organisational Requirement Outline template: a. Identify at least one Bounce Fitness policy or procedure document relevant to each of the following situations i. Supporting individuals ii. Managing conflict Access the Bounce Fitness policy and procedure documents in the link below:

BSBXTW401 Lead and facilitate a team. Bounce Fitness Policies and Procedures https://bouncefitness.precisiongroup.com.au/category/policies-and-procedures/ b. Outline at least one requirement to address each situation listed above based on the documents you reviewed. Your identified requirements will be used by your assessor as basis for the Observation Form in a succeeding task. 7. Before conducting the role-play meeting, access the Meeting Minutes template found within this workbook. 8. During the meeting: a. Implement the organisational requirements identified in the Organisational Requirement Outline b. Discuss the case studies provided. i. Identify what was not done properly for each case study scenario. ii. Coach team members on the proper behaviour that should have demonstrated c. Facilitate the following based on your discussion: i. Identify the following for each case study scenario:  At least one task-related issue These refer to problems that prevent the completion of a task.  At least one task-related inefficiency These refer to instances where resources allocated for a task are not used efficiently.

BSBXTW401 Lead and facilitate a team. ii. Brainstorm for at least one action item for resolving each of the following:  At least two task-related issues  At least two task-related inefficiencies iii. Have your team members report the action items they have come up with for resolving each of the task-related issues and inefficiencies. 9. Record the discussion in the Meeting Minutes . 10. Have all attendants sign beside their name after the meeting in the Meeting Minutes . Their signatures must be handwritten. 11. Locate the Issues and Inefficiencies Plan template found within this workbook. Use this template to record task-related issues and inefficiencies. 12. Partially complete your Issues and Inefficiencies Plan by identifying the following information. Use the information recorded in your Meeting Minutes as reference.  At least two-task related issues  At least two task-related inefficiencies  At least one action item to resolve each: o Task related issue o Task-related inefficiency For each action item, identify the following: o Planned date of implementation o Expected outcome. Ensure to leave the following sections blank. These sections will be completed after implementation of each action item. o Actual outcome o Date implemented. o Assessor’s signature o Assessor Declaration Form These sections will be completed in a succeeding task. 13. Submit the following to your assessor:  Completed Organisational Requirement Outline template.  Completed Meeting Minutes template.  Partially completed Issues and Inefficiencies Plan template  Video recording (ONLY if direct observation is not possible)

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BSBXTW401 Lead and facilitate a team. Organisational Requirement Outline Completed By Workplace/ Organisation Date Completed Organisational Requirement for Supporting Individuals Bounce Fitness Document Requirement: Organisational Requirement for Managing Conflict Bounce Fitness Document Requirement: Meeting Minutes Date: Time: Location: Purpose of the meeting Facilitator Notetaker Attendees Please sign beside your name after the

BSBXTW401 Lead and facilitate a team. meeting. Agenda Item 1 Case Studies Discussion Agenda Item 2 Task-Related Issues Discussion Agenda Item 3 Task-Related Inefficiencies Discussion Agenda Item 4 Action Items Discussion

BSBXTW401 Lead and facilitate a team. Task 4.2 Provide Support ASSESSMENT INSTRUCTIONS 1. Review the following templates from Task 4.1:  Your completed Organisational Requirement Outline  Your partially completed Issues and Inefficiencies Plan 2. Locate the Observation Form found within this workbook. The Observation Form outlines all the skills you need to demonstrate in this task. Review the document to ensure the demonstration of the skills specified during the implementation. 3. Review the instruction here and the skills outlined in the Observation Form . Arrange a schedule with your assessor to observe you in implementing the methods for resolving task-related issues and inefficiencies. Provide them a copy of the Observation Form found within this workbook. Discuss all requirements of the task with your assessor and prepare these before the implementation. Your assessor will complete the Observation Form. If direct observation is not possible, record the implementation in a video. Ensure to obtain permissions first from persons involved before doing so. 4. Before implementation, provide your assessor with a copy of your completed Organisational Requirement Outline . Your assessor will use your outline as basis for the observation. 5. Implement the following from your Issues and Inefficiencies Plan :  At least one action item for resolving each: o Task-related issue o Task-related inefficiency During implementation, record the following for each action item:  Actual outcome  Date implemented. 6. Have your assessor sign the Assessor’s Signature column and the Assessor Declaration Form found at the end of the Issues and Inefficiencies Plan . This is to ensure that each

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BSBXTW401 Lead and facilitate a team. coaching activity was implemented following the responses in the Issues and Inefficiencies Plan . Assessor’s signature must be handwritten. 7. Submit the following to your assessor:  Completed Issues and Inefficiencies Plan  Video recording (ONLY if direct observation is not possible)

BSBXTW401 Lead and facilitate a team. Issues and Inefficiencies Plan Completed by Workplace/Organisation Date Completed Task-Related Issue Action Item Planned Date of Implementation Expected Outcome Date Implemented Actual Outcome Assessor’s Signature a. b. Task-Related Inefficiency Action Item Planned Date of Implementation Expected Outcome Date Implemented Actual Outcome Assessor’s Signature a. b.

Task 3

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