Questions and Topics We Can Help You Answering; 

Units of competency: CERTIFICATE IV leadership and Management – Australia not academic style more casual
BSBLDR401 Communicate effectively as a leader in the workplace
BSBLDR402 Lead effective workplace relationships
BSBLDR403 Lead team effectiveness 

Your organisation will be launching a new enquiry service in four weeks’ time.  The service (which is government funded) AUSTRALIAN will seek to translate into ‘plain English’ information provided to external clients around superannuation investment, financial planning and income protection.  To deal with enquiries for this service a new team has been formed.  Dave, Jessica and Mike have been selected for their roles within the team based on success in unrelated areas, and have little to no experience in dealing directly with external stakeholders, particularly in a call centre environment. 
After four weeks of operation, the manager has begun to receive feedback that the team seem to lack confidence in their roles and have difficulty working together to achieve the common goal of assisting ordinary people to understand the complexity that surrounds superannuation and financial planning. You have been asked to come in on a weekly basis to provide the necessary coaching/mentoring aimed at getting the small team back on track to achieve their goals. The manager has given you the following status report:

Dave has come from the public sector where he worked on writing policy and policy directives, but was very isolated from other agency staff.  His performance was judged solely on translating policy directives into policies and procedures.
Jessica is very new to the financial services sector, having previously been employed as a client services manager in a large recruitment firm. She is comfortable dealing with people and receives good feedback from everyone she deals with, but doesn’t fully understand the politics and structure involved in working within a financial services organisation, call log monitoring, or government funding. 
Mike is the most experienced of the group, having previously worked in a training administration role in an inbound/outbound call centre for a large financial services organisation. He knows his job very well but is unmotivated as his true passion lies in education, and his ideal role would be to become a full time trainer.
The team are all employed on a three month contract and if they cannot improve their performance their contracts will not be renewed.

a.    Develop a team action plan. Your action plan should include:
•    Team goals and how these link to organisational objectives
•    Allocation of tasks and responsibilities of team members
•    Timeframes and resources required
•    Explanation of what you will do to create an effective team environment, such as;
    Consult with team members to seek input and clarify objectives
    Support the team in meeting performance outcomes
    Encourage participation in team activities
    Provide feedback to recognise contributions and identify issues or concerns
    Address issues of diminishing or underperformance or conflict within the team



b.    Prepare a development plan for the team which includes:    
•    Identifying any relevant legislation and/or policies that may need to be considered before implementing a coaching/mentoring strategy for the team.
•    An evaluation of the strengths and weaknesses of each team member, and how these interact with each other. Identify how you can utilise different industry experience and backgrounds to assist you in providing effective coaching/mentoring to the team while making the most of existing talents.
•    A strategy for encouraging the team to work together on their tasks, including setting collective goals and sharing existing skills and knowledge with each other.
•    A summary of the development activities you would implement and how you would monitor their success, with reference to outcomes on both an individual and group level.
Describe what you do/would do to gain the trust and confidence of others, encourage employee contribution and resolve staff conflict that is causing diminishing or poor work performance