Part A - Written Responses Question 1:

1. What is management performance?
2. What are the organisational requirements for management performance?

Question 2:

1. What is positive performance management
2. Explain how a manager can influence positive management.

Question 3:

1. A complaint was lodged by a few customers about a sales representative due to lack of professional attitude and poor communication skills.You are required to provide 2 suggestions

Reasons	Goals	Actions	Assessment Criteria
Complaints about a sales representative due to lack of professional attitude and poor communication skills

1. According to the recent analysis, the social media marketing team did not achieve the targeted goals, and the number of visitors and subscribers have been reduced.You are required to provide 2 suggestions

Reasons	Goals	Actions	Assessment Criteria
Poor performance from the social media marketing team

Part B: Case Study Scenario You have been appointed as an operating manager at McDonald's Australia.As you are responsible for managing the business operations, you are required to demonstrate excellent leadership in the workplace to manage your staff, including performance management and conflict management. Question 1:

As the operating manager, you are required to establish key performance indicators for serving employees (McDonald's Crew) according to the organisational values.

Question 2:

1. Undertake research for McDonald's standards and values.You are required to provide all references for your research
2. Explain how their standards and values affect the business operations and the staff

Question 3: As the operating manager, explain how you assess your own performance and how this activity (implementing your own performance) will uphold the organisational values

Question 4: Research the following leadership styles and explain the advantages and disadvantages of each leadership

1. Coercive leadership
2. Pacesetting leadership
3. Coaching leadership
4. Democratic leadership