Task 1 (LO1: 1.1, 1.2, 1.3, 1.4 D2 and D3)
In the capacity of a training manager at Apple Plc, you have been asked to make a presentation covering the following points:
1.1 Develop a set of own responsibilities and performance objectives
1.2 Evaluate whether the performance objectives set in 1.1 were met or not
1.3 Draw up necessary recommendations that will help improve each of the performance objectives set
1.4 Review how motivational techniques can be used to improve the quality of performance of your team.
Extract of Model Answer:
Responsibilities and Performance Objectives (AC1.1) How effective were you in meeting the objectives?
(AC 1.2) Make Recommendations for Improvements (AC1.3)
Hire and support 3 new staff to ensure the delivery of high quality recruits who can deliver good customer satisfaction within a month. • Recruited 2 new staff within the deadline.
• Reasonably effective • Authorise me to contact a job centre to source more CVs of potential candidates.
• I will train a member of my team to help me in the hiring process
Build a CV bank of 60 potential staff/candidates who meet the requirements of different jobs at Sainsbury's. Objective to be met within 2 weeks • I have collected approximately 55 CVs of all potential candidates.
• Reasonably effective
To achieve D1, you would have provided a good conclusion to your work. A good conclusion would include a justification of your ideas
To achieve D2, you would have provided a good table of contents, present headings and sub-headings (where necessary) to each of the learning criterion/question to be attempted.
Task 2 (LO2: 2.1, 2.2 2.3 and M1, M2, M3, D1and D2)
Scenario 1
You have been recently selected as the new customer service manager at Barclays Bank, Ilford Branch. On your first day of work the general manger of the branch presented the following work based problems to you:
a) There are more than 90% complain rates from customers every month
b) Most of the staff do not quite understand their roles and have complained about this to your predecessor, but no action was taken
c) 95% of recruits leave within the first 2 months of stay and when you investigated this you found out that most of the staff were not motivated
d) There are always long queues in the branch and customers on average spend around 25 minutes on the till with cashiers
You have been asked you to write a report providing solutions to all the problems above (2.1-P5)
2.2 (P6) List down the various types and levels of communication using an organisation of your choice
2.3 (P7) Identify at least five ways in which you can effectively manage your time and explain any two, making reference to appropriate examples
To achieve M1, you would have made effective judgement on the solutions to work based problem (P5)
To achieve M2, you would have applied an appropriate learning technique in answering P6 (List down the various types and levels of communication using an organisation of your choice)
To achieve M3, you would have effectively written a report on work based solutions (P5)
To achieve D1, you would have provided a good conclusion to your work. A good conclusion would include an overall combination and justification of your ideas
To achieve D2, you would have provided a good table of contents, present headings and sub-headings (where necessary) to each of the assessment criterion/question to be attempted
Task 3 (LO3: 3.1, 3.2, 3.3, and D1, D2)
Write an essay covering the following (P8-P9):
3.1 (P8)
Using Belbin’s theory:
a) explain the different roles people play in a team and
b) show how they can collectively work together to achieve shared goals
[Guidance: you may use a table to present your answer making reference to organisational examples]
3.2 (P9) Analyse (break down) the concept of team dynamics (Guidance: you will need to cover team formation, team cohesiveness, etc.)
3.3 (P10) As the customer services at Barclays Bank Plc, London, you have been given a target by the regional manager to increase customer satisfaction from 60% to 70% between October and December 2015. Suggest/put forward alternative ways of achieving this task
To achieve D1, you would have provided a good conclusion to your work. A good conclusion would include an overall combination and justification of your ideas
To achieve D2, you would have provided a good table of contents, present headings and sub-headings (where necessary) to each of the learning criterion/question to be attempted
Task 4 (LO4: 4.1, 4.2, 4.3 and D1, D2 and D3)
Carry out a research and provide answers to the following questions using tables or diagrams:
4.1 (P11) List down five (5) possible methods that can be used to solve work based problems. Take two of those methods and clearly give four (4) advantages and four (4) disadvantages of each.
4.2 (P12) Develop an appropriate strategy for resolving a work based problem (Note: you may need to create a real life work based problem and then suggest an (ONE) strategy for resolving such problem as a manager of any organisation of your choice)
4.3 (P13) Evaluate the advantages and disadvantages of your chosen strategy in resolving the problem in 4.2 (P12)
To achieve D1, you would have provided a good conclusion to your work. A good conclusion would include an overall combination and justification of your ideas
To achieve D2, you would have provided a good table of contents, present headings and sub-headings (where necessary) to each of the learning criterion/question to be attempted
To achieve D3, you would have effectively created and proffered solution to work based problem provided in task 4.2 (P12)
Evidence checklist Summary of evidence required by student Evidence presented
Task 1 Be able to determine own responsibilities and performance Presentation
Task 2 Be able to develop interpersonal and transferable skills Report
Task 3 Understand the dynamics of working with others Essay
Task 4 Be able to develop strategies for problem solving. Tables/Diagrams