Case Study:

Once upon a time in the bustling headquarters of a medium-sized finance company, there was a project manager named Alex. Alex was tasked with overseeing a crucial software development project aimed at revolutionising the company's customer relationship management (CRM) system.

The project, which involved creating a new CRM system from scratch, brought together a diverse team of developers, designers, and business analysts. As the project manager, Alex's responsibility spanned the entire project lifecycle - from the initial planning and requirements gathering phase to the final system deployment and post-implementation support.

Following the completion of the team's assigned task, Team Member 1 seeks a private meeting with you to discuss unresolved matters regarding Team Member 2:

Problems:

Team Member 2 demonstrates discourteous behavior towards Team Member 1 in private settings.

Team Member 2 neglects collaborative efforts with Team Member 1 on shared responsibilities.

Concerns:

Team Member 2 expresses discontent towards management and criticises the company's operational methods. Team Member 2 redistributes some of their designated tasks to others.

Issues:

Team Member 2 frequently engages in impolite interactions with clients.

Team Member 2 occasionally provides inaccurate information regarding their punctuality at work.

The organisation's problem-solving protocol involves the following steps:

1. Initial Discussion with Supervisor: Employees should first raise concerns with their immediate team leader, either in writing or in person.
2. Completing a Reporting Form: If needed, the team leader helps fill out a Reporting Form detailing the issue.
3. Reporting to Manager: The completed form is sent to the manager via email, requesting a meeting within two days. A follow-up email and phone call ensure a timely response.
4. Meeting with Manager: In the meeting, the team leader and manager work together to resolve the reported issues.

With a keen eye for detail and excellent communication skills, Alex coordinated with various stakeholders both within the company and external vendors or consultants. This involved regular meetings with department heads, IT personnel, and end-users to gather requirements, provide updates, and address the concerns or issues that arose along the way.

The key objectives of the project were crystal clear to Alex and the team:

1. Develop and deploy a CRM system within nine months to enhance customer interactions and data management.
2. Ensure the CRM system meets industry security and compliance standards.
3. Collaborate with client stakeholders to gather requirements and validate system functionality.
4. Address technical challenges, scope changes, and stakeholder concerns promptly to ensure successful delivery.

Overall, Alex is critical in ensuring the smooth execution of the software development project for the CRM system. By effectively communicating with stakeholders, addressing issues promptly, and proactively managing risks, Alex can ensure the project's success and deliver a high-quality CRM system that meets the company's needs and objectives.

Task 4.1

Perform a role-play to simulate a communication and issue resolution, where Alex as the project manager effectively communicates with stakeholders and follows up on unresolved problems or concerns. He schedules a meeting with the team members, department heads, IT personnel, and end-users to discuss the progress of the CRM system development project and address unresolved issues or concerns.

Participants:

1. Alex - Project Manager
2. Team Members (2-3 students)
3. Department Heads (1 student)
4. IT Personnel (1 student)
5. End-Users (1 student)

Instructions for Learner:

• Assign roles to participant.
• Discuss the tasks which are given below by enacting a role play.
• After completing the team's task, discuss unresolved matters regarding another team member, as outlined in the Case Study.
• Address the problems, concerns, and issues raised regarding the identified team member.
• Refer to the organisation's problem-solving protocol described in the Case Study,
• Including initial discussion with the supervisor, completing a reporting form, reporting to the manager, and holding a meeting with the manager.
• Discuss if the protocol was followed and Alex's role in addressing the reported issues.
• Listens attentively to the concerns raised and engages in effective communication.
• Encourage collaborative problem-solving to find solutions to the identified problems.
• Determine appropriate actions to address the issues raised.
• Develop an action plan to address the identified problems, concerns, and issues.
• Consider follow-up steps and strategies to ensure resolution and prevent future occurrences.
• Reflect on the effectiveness of communication and problem-solving strategies employed during the role-play.
• Discuss potential improvements and lessons learned for future conflict resolution
• Follow up on the unresolved problems, concerns, and issues brought up by the team member through email:

The email must:

1. State your purpose for writing.
2. Summarise the issues, problems, and concerns that have been raised
3. Ask for a meeting to continue discussing the problems.