This is my TASK 2 assessment that has been completed as my Goals and Objectives that will need to use in TASK 4 Meeting.

GOALS AND OBJECTIVES Goal: Enhance team performance and productivity. Objectives: Improve customer satisfaction ratings by 10% within six months. Increase team productivity by 15% by the end of the fiscal year. Enhance workforce capability through training and development initiatives. Reduce project turnaround time by 20% within the next quarter. Timeline: Objective 1: Improve customer satisfaction ratings by 10% within six months. Objective 2: Increase team productivity by 15% by the end of the fiscal year. Objective 3: Enhance workforce capability through training and development initiatives (ongoing). Objective 4: Reduce project turnaround time by 20% within the next quarter. Performance Targets and KPIs: Objective 1: Target - Achieve a customer satisfaction rating of 85% within six months. KPI - Net Promoter Score (NPS). Objective 2: Target - Increase team productivity by 15% compared to the previous year. KPI - Number of tasks completed per week. Objective 3: Target - Conduct at least two training programs per quarter to enhance workforce capability. KPI - Training participation rates. Objective 4: Target - Reduce project turnaround time from an average of 10 days to 8 days within the next quarter. KPI - Average project turnaround time.

Communication with Stakeholders: Stakeholder: Team members Relevant because: They are directly involved in executing the action plan and their engagement is crucial for its success. Stakeholder: Customers/clients Relevant because: Their feedback and satisfaction are integral to assessing the effectiveness of the action plan and achieving the goals. Stakeholder: Finance department representative Relevant because: They can provide insights into the financial feasibility of the action plan, budget allocation, and potential financial requests.

Financial Requests: The action plan may require financial resources for training programs, development materials, or software tools. A detailed budget proposal will be presented to the finance department representative for review and approval. Feedback Strategies: To provide feedback on the progress of the action plan: Regular team meetings will be held to discuss updates, address any issues or challenges, and celebrate achievements. Monthly progress reports will be shared with management, highlighting key milestones, outcomes, and any unresolved issues. Employee performance reviews will include discussions on individual contributions to the action plan's objectives, providing feedback on areas of improvement and recognizing their efforts. Monitoring and Review Strategies: 1. Monthly Performance Reviews: Regularly assess the team's performance against the set targets and KPIs. Identify any unresolved issues or challenges and take corrective actions. 2. Data Analysis: Analyze customer feedback, productivity metrics, and project turnaround time to monitor the effectiveness of the action plan. Identify trends and patterns that require attention and make necessary adjustments. 3. Risk Mitigation Plan: Develop a risk mitigation plan to address any potential obstacles or risks that may impact the action plan's progress. Regularly review the plan and take proactive measures to minimize disruptions. By implementing these monitoring and review strategies, any unresolved issues can be identified early, allowing for timely corrective actions. This ensures that the action plan stays on track, improves team performance, and achieves the overall goal of enhancing productivity.

Task 4: Meeting

Now that you have developed your team performance plan and your policy, consult with your team to gain consensus. In this task, conduct a 15-20 minute meeting in which will demonstrate how to communicate with your team, based on the scenario below.

A: Meeting role play facilitate a meeting to consult team members on the preliminary team performance plan (Task 2). As part of your meeting preparation, review the team briefing provided by Tom Hammond (Attachment 1). This will provide you with relevant information on how to effectively communicate and manage the desired outcomes of the meeting. Make particular note of the challenges that have been identified in the team brief to mitigate potential conflict and encourage participation. When planning for your meeting, ensure that you review the observation checklist, which highlights critical aspects you need to demonstrate during the meeting. minimum of 5 meeting participants made up of at least 3 out of the 6 account managers. Each account manager must take on one of the following personas. You can find the roles and responsibilities of each participant in the position description links

Meeting participants: You: Head Customer Service Department, Position description -BSBTWK502_AE_Pro2of2_Appx_HeadCustomerService Student: Customer Account Manager. Position Description - BSBTWK502_AE_Pro2of2_Appx_CustomerAccountsManager You have been with the organisation since its inception and would like to see change occur. You have good ideas; however, you are reluctant to voice these as you are intimidated by the strong personality of Alex Muir and agree with him to avoid any conflict. Student: Administration Manager. Position Description - BSBTWK502_AE_Pro2of2_Appx_AdministrationManager As you will be retiring soon, you are indecisive and happy to go with the majority vote on any decisions relating to team performance and policy. Student: Call Centre Manager. Position Description - BSBTWK502_AE_Pro2of2_Appx_CallCentreManager You are opinionated, self-assured and believe that your opinion will provide the best outcome. You are reluctant to hear other people's views, including your manager, and will often interrupt a meeting to ensure your view is dominant. Student: Chief Executive Officer - Catherine Dunn. Catherine's role in this meeting is to observe and provide feedback to you regarding the communication of the team performance plan and policy. Catherine will provide feedback to you after the meeting.

As the meeting progresses the Call Centre Manager has started to annoy the group based on his remarks and attitude towards the meeting. Anticipating such unexpected outcomes the student (Head Customer Service Department) must be prepared for handling such situations.

B: Communication Email After the meeting Using the email template found on the Gelos Enterprises website, draft an email to Tom Hammond (HR Director) seeking approval for the investment required to endorse the formal learning opportunity you have proposed in the team performance plan. (Long URL: https://share.tafensw.edu.au/share/items/02285ff1-cfb2-4af4-b402-fdc23bf4bf11/0/?attachment.uuid=2a6ed3d4-ca14-427f-8583-ceb6bcb08c1b) This is also a good opportunity to communicate any unresolved issues, concerns and problems raised as a result of the meeting and your proposed solution /strategy.