Leadership and Management
Action plan
Action planning can be described as a procedure that is useful in creating focused and making sound decisions on the steps that should be utilized in the achievement of certain objectives (Krishnaveni, 2008). On the grounds that the team lacks confidence in performing their roles and are experiencing challenges when trying to work cooperatively in achieving the common purpose which is to offer to understand to an ordinary individual in relation to the complex nature that covers financial and retirement and improvement plan of their performance are a necessity. Some of the areas that require improvement are related to improving individual’s performance, improve relations among the three which will create a conducive surrounding for employees satisfaction and job adaptability. The goals are to increase adaptability, improve work quality, technical knowledge and skills, prioritizing tasks and work balance.
The team will be required to learn about financial services because their target consumers are a sensitive group that requires clear descriptions. The only thing that will be required from the employees is to co-operate and express their thoughts persuasively, concisely and clearly to create effective communication. The roles of the employees are to ensure that the ordinary consumers are made to understand the complexity of retirement and finances through the utilization of simplified English language. This, therefore, means that the employees are required to listen to the consumer's concerns and offer precise and clear responses that depict confidence. The training and monitoring will be objected at ensuring that the confidence and the self-esteem of the employees are developed by developing both their expertise and social skills. Cohesiveness and interdependence during work are usually essential as it results in improved performance, sharing insights and improves the ability to accomplish tasks (Wang, 2016). In order for an effective team surrounding to be created participation in team activities will be encouraged to increase the ability to work together. In addition, responses will also be acquired in recognizing contributions and acting on challenges.
Development Plan
While providing support to employees’ teams in the quest of assisting employees to achieve expertise goals a development plan is useful in improving the employee’s professional knowledge thus preparing them for better performance. For the call center team, the development plan that will be utilized is one that is grounded in performance. On the grounds that all the three employees are new in the corporation and works in achieving the same goal there is a need for them to work cooperatively. The approaches are best utilized in ensuring that the work together on their responsibilities will be encouraging knowledge and skills sharing as well as working to achieve collective rather than individual goals (Krishnaveni, 2008). When employees work together they tend to be more productive based on the ability to think collectively and evaluate thoughts. Mike has worked in the training administration call center and he has more skills and knowledge in relation to how communication between the consumers and employees works. On the other hand despite the fact that Jessica has not previously worked in the financial sector her previous role involved managing consumer services. The public sector where Dave came from is also essential in offering a number of skills. The team makes the most suitable combination that is characterized by varying skills and necessary knowledge. However, the team needs to learn how to work collaboratively in achieving similar objectives.
Trust and confidence are some of the fundamental skills in the working world today based on the emergence of uncertainties. In gaining trust and confidence from others I normally utilize a number of strategies which are generosity, flexibility and patient, openness, consistent and dependability. In reference to communication being open is essential with respect to the sensitivity of sharing thoughts even though they are not accepted by partners. Openness is usually effective because it diffuses any potential mistrust thoughts (Wang, 2016). In addition consistency in behavior helps in strengthening one’s reliability of the made promises. In short, one should be reliable in that I do not have the tendency of making any form of excuses and taking responsibility for these responsibilities. Being generous means that one should offer their idea so that others may gain the trust to share those they own. In order to encourage individuals to make participation, I achieve this by demonstrating the benefits of togetherness. In addition setting collective objectives and encouraging individuals to share and acquire some knowledge and skills is usually effective.
Development Activities
Succession training, confidence and skills training are the development activities that I will be utilizing. This will, therefore, involve identifying the different skills held by the employees and working on growing them. Employee development is an important part of growth but without incorporating professional development general success will not be acquired (Yost & Plunket, 2009). The development activities will work consistently in establishing and developing the needs of the team which lies on quality, confidence and working together. Conflicts among employees create a working culture that is unfavorable which leads to reduced performance and negative working relations. Working as a team necessitates collaborative skills and vast knowledge in regard to certain issues. In resolving conflict I usually encourage individuals to communicate and bargain about this issues more clearly to ensure that the existing relation is not destroyed. Peaceful confrontations are good because they encourage individuals to solve matters more quickly and effectively.
References
Krishnaveni, R. (2008). Human resource development: A researcher's perspective. New Delhi: Excel.
Wang, V. C. X. (2016). Encyclopedia of strategic leadership and management. Hershey: Business Science.
Yost, P. R., & Plunket, M. M. (2009). Real time leadership development. Chichester, UK: Wiley-Blackwell.
