Task 4 Teams

Working in business often involves working in a team. For some people it may also mean managing and leading teams. It is important that delegates understand the theories of teams, motivation and leadership. To help delegates you must:

carry out an analysis to determine your own and others roles within a team. Write up the results of your work

produce detailed notes which can be used to support future training events which:

o describe the stages of team development

o assess three motivation theories

o describe different types of leadership style

Extension activities:

To gain a merit grade your notes must also:

explain why it might be appropriate to use different leadership and motivational styles in different situations

To gain a distinction grade your notes must also:

evaluate how motivational theories are used in businesses to motivate employees

evaluate the impact of different leadership styles on employees.

LO4 AC 4.1, 4.2, 4.3, 4.4

Task 5 customer service

Customer service is key to organisational success. Your line manager wishes to finish the workshop with a presentation. Produce PPT slides in which you

explain the impact of customer service on business success

explain the benefits of customer profiling to a business.

Extension activities:

To gain a merit grade you must produce an accompanying handout which:

analyses the impact of customer service on business success

To gain a distinction grade you must also:

include in the handout an analysis of how customer profiling is used to help deliver targeted customer service.

LO6 AC 6.1, 6.2