Assessment
Task 3
Lead and facilitate a team
BSBXTW401
Student Declaration
To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the task is all my own work and I have not
cheated or plagiarised the work or colluded with any other student(s)
◻ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me
according to the process explained to me
◻ I have correctly referenced all resources and reference texts throughout these assessment tasks.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment
Unit Title: Lead and facilitate a team
Unit Code: BSBXTW401
Student name
Student ID
number
Student Date: 6/10/22
signature
3
Task Number
------OFFICE USE ONLY-----
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For Trainer and Assessor to complete:
◻ Student requested reasonable adjustment for the assessment
Completed successfully Comments
DNS
Did the student satisfactorily:
N
Y
The student has satisfactorily completed ☐ ☐ ☐
and submitted the following:
360 degrees feedback form in Task
3.1A
Feedback analysis in Task 3.1B
Learning and development
opportunities in Task 3.1B
2 x email to team members in Task
3.1C
Training plan in Task 3.1C
Screenshot about education conference
in Task 3.1D
Newsletter article draft in Task 3.1D
Demonstrated ability to: ☐ ☐ ☐
Measure team member performance
against agreed work plans
Identify specific learning and
development opportunities to improve
the team and individual performance
and behaviours
This is evidenced by:
360 degrees feedback form in Task
3.1A
Feedback analysis in Task 3.1B
Learning and development
opportunities in Task 3.1B
Demonstrated ability to: ☐ ☐ ☐
Provide timely and constructive
performance feedback to team
members according to expected
organisational standards
Identify specific learning and
development opportunities to improve
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Completed successfully Comments
DNS
Did the student satisfactorily:
N
Y
the team and individual performance
and behaviours
This is evidenced by:
Learning and development
opportunities in Task 3.1B
2 x email to team members in Task
3.1C
Training plan in Task 3.1C
Demonstrated ability to: ☐ ☐ ☐
Implement action plans to address
individual and team training needs
This is evidenced by:
Screenshot about education conference
in Task 3.1D
Newsletter article draft in Task 3.1D
Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐
Student Name:
Assessor Name: Arif Khadem
Assessor Signature:
Date: 6/10/22
Table of Content
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Student Declaration................................................................................................................................................2
Task 3 – Monitor team performance..............................................................................................6
Task 3.1 Monitor team performance.................................................................................................................8
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Task 3 – Monitor team performance
Task summary and instructions
What is this The Client Service Manager (CSM) at MMI Professional Education has
assessment task hired you as a Team Leader of the newly formed Student Support
about? Team for international students.
In your role as a Team Leader, you are supporting the establishment
of the team.
This Task builds on Task 2.
Please refer to Appendix 1 and Appendix 2 in Task 2 to complete this
assessment.
Relevant policies and procedures are provided in a separate folder.
This task comprises of the following assessment methods:
o Product-based ☒
o Direct observation of Role-Play ☐
o Case Study ☒
o Other (specify) ☐
It has been designed to evaluate your ability to/competency in:
Measure team member performance against agreed work plans
Provide timely and constructive performance feedback to team
members according to expected organisational standards
Identify specific learning and development opportunities to
improve the team and individual performance and behaviours
Implement action plans to address individual and team training
needs
You are required to address the following:
Task 3.1 Monitor team performance
o Review and action performance feedback and data
What do I need to do submit the completed assessment tasks, according to instructions,
to complete this task complete the tasks with sufficient detail and present them in a
satisfactorily? professional manner,
use your own words and reference sources appropriately,
meet the word count where required,
use the scenario provided,
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Task summary and instructions
use the templates provided where required,
for your performance to be deemed satisfactory in this
assessment task you must satisfactorily address all of the
assessment criteria,
if part of this task is not satisfactorily completed you will be asked
to complete further assessment to demonstrate satisfactory
performance.
Specifications You must deliver/participate in:
NA
You must submit to GOALS
360 degrees feedback form
Feedback analysis
Learning and development opportunities
2 x email to team members
Training plan
Screenshot about education conference
Newsletter article draft
Resources and • Computer with Internet access
equipment • Access to Microsoft Office suites or similar software
• Learning material
• Scenario for assessment as provided
• Appendices as provided
• Relevant policies and procedures as provided
• Templates as provided
Re-submission You will be provided feedback on your performance by the Assessor.
opportunities The feedback will indicate if you have satisfactorily addressed the
requirements of each part of this task. If any parts of the task are not
satisfactorily completed, the assessor will explain why, and provide
you written feedback along with guidance on what you must
undertake to demonstrate satisfactory performance. Re-assessment
attempt(s) will be arranged at a later time and date. You have the
right to appeal the outcome of assessment decisions if you feel that
you have been dealt with unfairly or have other appropriate grounds
for an appeal. You are encouraged to consult with the assessor prior
to attempting this task if you do not understand any part of this task
or if you have any learning issues or needs that may hinder you when
attempting any part of the assessment.
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Task summary and instructions
Complete the following activities:
Task 3.1 Monitor team performance
A. Feedback collection
Develop a feedback form to collect 360 degrees feedback.
Develop 4-6 questions that the Student Support Officers could ask their colleagues to collect feedback
on their work performance.
Use Template 1.
Use a mix of closed and open-ended questions.
Please note that you can add a rating scale (example: very satisfied, satisfied).
Template 1 -360 degrees feedback form
360 degrees Feedback Form
Thank you for taking the time to complete the 360 degrees Feedback Form.
The survey should take less than five (5) minutes to complete, and it will provide me with insights
into my work performance and how to improve it.
Question Answer
Are you satisfied with the way I do my Yes
job?
Do you like working alone or in group? No
Do you like working overtime? Sometimes
Why Are You the Best Person for the Because I am passionate on it
Job?
What the best job decision you ever About time management for deadline
make ?
Do you do any professional development ? No
B. Feedback analysis
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You have now been managing the Student Support Team for almost a year.
Assume that you have collected the following feedback:
Team Goals Targets Actual
Outstanding 95% student satisfaction with 90% student satisfaction
customer service customer service in the first year of with customer service in the
operation first year of operation
Enquiry response time – 1 business Enquiry response time – 2
day business days
85% of positive outcomes in student 85% of positive outcomes
cases (poor academic performance, in student cases (poor
personal problems, issues with academic performance,
adjusting to a new country etc..) in personal problems, issues
the first year of operation with adjusting to a new
90% of students referred to country etc..) in the first
counselling or other external services year of operation
attend the referral appointment 80% of students referred to
Less than 10 complaints about the counselling or other external
Student Services Team in one year services attend the referral
appointment
5 complaints about the
Student Services Team
received
A team culture 100% of students feel the Student 90% of students feel the
that values and Support Team respects their diverse Student Support Team respects
celebrates backgrounds their diverse backgrounds
diversity
Successful 70% student attendance to events in 50% student attendance to
student the first year of operation events in the first year of
engagement 90% positive feedback about events operation
from students attending 90% positive feedback
about events from students
attending
Administrative 2% error rate in administrative tasks 8% error rate in administrative
proficiency tasks
Taylor Green - feedback
Problem-Solving Good problem-solver
She needs to work on assertiveness
Administrative proficiency Several data entry errors
Cultural awareness Good
Customer Service Good customer service when speaking with students
Poor organisational skills
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Taylor Green - feedback
She often looks stressed
Other NA
James Smith - feedback
Problem-Solving He does not think much before he acts and often makes the
wrong decisions
Administrative proficiency Excellent
Cultural awareness He has improved, but he needs to work on his listening skills
Customer Service Good organisational skills
He has improved in his interaction with international students
Other Sometimes he is late for work
1. Analyse the feedback and performance data.
Determine:
• Issues
• Areas of concern
• Whether the team and team members are meeting their performance objectives and
organisational standards
(100-150 words)
Document your analysis in the space below.
Generally, you will provide one-on-one feedback and you must make sure to give it
privately. Offering public feedback will only be perceived as a criticism by the learner and
overall it may have detrimental effects on departmental relationships. The learner may feel
insulted and undermined whereas their self-confidence will also be affected as they feel
this may result in losing their colleagues’ respect. On some occasions, it is possible to give
group feedback but then you need to restrict your feedback to the group as a whole without
singling out individuals. In preparing for the feedback, think of specific situations and, if
you want to highlight some negative actions, potential alternatives. Do not bring up past
actions unless you wish to underscore a certain behaviour or pattern. Also, focus on tasks,
actions and objective events rather than personality traits, which tend to be more
subjective. A learner-centred approach is often recommended to effectively receive
feedback. This involves adopting an open-minded listening strategy, reflection and a
willingness to improve one’s performance. The recipients of the feedback are asked to
evaluate their own performance and assess how their actions impact others. This approach
works best when the feedback is ongoing, regular, supportive, and originating from a wide
range of reliable and valid external sources. When this is not the case, the learners may not
have sufficient understanding to self-assess and correct behaviours that may hinder their
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development. However, when constructive feedback is used wisely, it can positively impact
the learners’ personal and professional development.
2. Identify specific learning and development opportunities to improve the team and individual
performance and behaviours
Learning and development opportunities
(1-2/item)
Team
Moukda Understand the importance of commitment to and ownership
change for themselves and other
Diego Minimize the negative impact on individuals, work groups and
the organization
C. Improvement
Provide performance feedback and constructive feedback to the team members.
Write an email (Template 2) to both Moukda and Diego
Summarise your performance evaluation
Advise them about ways they can improve
Suggest training and learning opportunities
The email text should be in grammatically correct English and written appropriately (polite,
business-like).
(50-100 words)
Template 2 -Email
Email to Taylor Green
To:Moukda@[Link]
Cc:Yovithaathalia@[Link]
Bcc:Humanresourcemanagement
Subject:Summarise performance evaluation
Date email is sent:12/10/2022
Attachments:Summarize
Having worked at our organization for four years, You are an experienced member of the
team and displays a high level of institutional knowledge. I requires a minimal amount of
supervision to fulfill her job duties and maintains a good working relationship with team
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members cross-functionally.
You shows little engagement during meetings and team-building activities, as well as a lack
of commitment to her own professional development. Over the next three months, we’d like
to focus on setting more aggressive personal goals. I will also work with her directly to
identify learning opportunities to further her career growth. Our hope is that these steps will
motivate him to develop the skills necessary to allow for upward movement within the
organization.
Best Regards
Yovitha
Email to James Smith
To: Diego@[Link]
Cc:Yovithaathalia@[Link]
Bcc:Humanresourcemanagement
Subject:Summarise performance evaluation
Date email is sent:12/10/2022
Attachments:Summarize
You has demonstrated fine leadership abilities since transitioning into his role as Director of
Human Resources. Understands how to drive and direct team members effectively in order
to meet company goals and challenges his direct reports to meet their own personal goals
and objectives for career growth opportunities within the company.
You are supportive of team members within the company and stands behind his employees’
decisions, often seeks out the broad perspective of multiple team members before forming
holistic solutions to problems and challenges. However, there have been times when you
has failed to effectively communicate information to his team, resulting in a lack of
transparency. I’m looking forward to him being available to share feedback more often and
let his colleagues know if there are any issues he’s facing early on.
Best Regards
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Yovitha
3. Develop a training plan for the team
Assume that you have a $3,000.00 budget for team training.
Document the training plan (Template 3)
Template 3 -Training Plan
Training Plan
Training Cost Timeframe Type of training
Opportunity Face to face
(3-4) Online
Workshop
Webinar
etc
Define roles and $1200 1 month Face to face
related activities
Create learning $1300 2 weeks Online
objective
Project management $1400 2 weeks Workshop
review of materials
Configure the $1200 1 month Face to face
learning management
system
D. Training plan implementation.
Assume that when implementing the training plan, you are completing the following tasks:
Research a conference about international students in Australia you could attend with the
team.
Provide a screenshot of the conference you have found.
Australia conferences 2022-2023 extend its invitation to all the professionals,
Academicians, students and scholars from all over the world to attend its conferences
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and benefit from it. The target audiences for International Australia Conferences are
Scientists, Research Scholars, Business associates, Industrial Professionals, Medical
Practitioners, Students, and many others. Conferences in Australia also encourage
poster presentation from the young researchers and students who could express their
work through it. Therefore, attending such Conferences in Australia would be highly
profitable and enriched with joy.
Write a draft for a newsletter article that the team can read about cultural intelligence.
Write the key points in dot points in Template 4 below.
Template 4 -Newsletter article
“ Managing Across Cultures ”
Yovitha Athalia
Monthly Newsletter
Put an end to miscommunication and inefficiency-and tap into the strengths of your diverse
team. If you need nothing else on managing across cultures, reads to this article. Whether
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they are dispersed around the world or you are working with a multicultural team in a single
location.
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