Manuel Pedrosa Guedes BSBLDR502
Assessment 2 March 25, 2019
WORKPLACE SCENARIOS
Scenario 1
ATTN: The Manager
RE: Team Meeting
I have met up with my members last week to discuss about the current issues AllGo Marketing
has - about the increase in percentage of the complaints we received from our clients and the longer
call waiting time raised by both the call centre operators and callers. These issues have dropped our
KPIs each month. As we operate as one team, I have decided to seek ideas from them which can
help reduce call waiting time since they are the frontliners handling the calls and complaints.
In addition, after the team meeting last week, I have sent an email to them asking if the
scheduled fortnightly meeting we do is an effective method to learn about our team’s performance.
Please see below for the copy of the email I have distributed to the team:
From: manel maria guedes <manelmariaguedes@hotmail.com>
To: AllGoMktg-CCO-Team Manuel
Date: March 22, 2019, 10:00 pm
Subject: Your thoughts about Fortnightly Meetings
Hi Team!
First of all, thank you for attending our fortnight scheduled meeting earlier. As always, we
are in complete attendance and you have shown interest in our discussions especially in
terms of our KPIs and the factors that affect our monthly team standing.
I know that you are striving every day to provide the best call experience to our clients yet
we cannot avoid some complaints and issues to arise as unexpected things may happen
during calls and in our centre operations. But regardless of these challenges, I want you to
continue performing at your best, enjoy our solid team bond and keep in mind our
company’s goal to provide excellent services to our customers.
Anyway, the purpose of this email is to ask for your opinion if the meeting we do in a
fortnightly schedule is effective for you guys to know our team standing? The reason I
have our meetings every other week is to be able to monitor and catch up to our KPIs (if
needed) before the month ends. My goal is to always have our team’s performance meet
the KPIs so to reflect a good working record in your part.
Please advise if the fortnightly meeting is all good or you would want to change our
meeting schedule into a weekly one. If you have any other ideas on how I can effectively
share with you our team’s performance, I certainly will welcome any suggestions! 😊
Don’t hesitate to mail me back or approach me in my area.
Thank you.
Yours truly,
TL Manuel
As of this writing, none of my team members have replied yet to the said email. At the times that
they have approached me today, it is about the calls they are currently in or about other work-
related inquiries.
Nonetheless, I would also like to report that during the meeting, my team had an active dialogue
with regards to issues they are experiencing in their work roles aside from the long call waiting
times. I have shared two strategies with them which I feel can help address their concerns: 1. One-
on-one meeting; and 2. Employee Feedback/ Report Form. All of them acknowledged the use of the
mentioned strategies so they can open up more and discuss about the issue privately.
For the one-on-one meetings, it could either be requested by me as the Team Leader (mostly
with regards to their work performance) or by the Team Member (if he/ she wants to discuss an
issue privately or could not wait until the scheduled fortnightly team meeting). For the employee
feedback/ report form, I have told them that I will bring this up to you, if it can be in an online
format which they can answer any time (in or out of office). The said form will then be forwarded in
our email (Manager and Team Leader) upon its submission so we can review and have the
responsible person(s) address the concern/ report.
Just like asking for feedback from my team members, I would also like to get your say on the
strategies that I have planned for my team. A one-on-one meeting between us would be beneficial
as you represent the management and I, for the team which is the frontliner of our company
services. They would love to know the management’s response about the discussions I had with
them during the fortnightly meeting. They too are concerned in meeting the KPIs and if their ideas
are feasible strategies in shortening the call waiting time.
In summary, the fortnightly team meeting held last week was a success. Me and my team were
able to discuss about the current issues and they have provided ideas on how to address them. I had
presented to them possible strategies to report their work-related concerns which I seek approval
from you as the manager since the team have already agreed with the suggestions.
Thank you for your time in reading my report. I look forward to your response.
Yours truly,
Manuel Guedes
Team Leader
Call Centre Operations Unit
Scenario 2
TEDx Talks – Disability vs the Workplace
https://www.youtube.com/watch?v=W3_RjJtd6Eo
Summary of Discussion:
Per Lesa Bradshaw, hiring of disabled people in the office is now considered a hot item. These
people are treated like a gem in the company not because they are different looking but because
they too, like the normal people can actually contribute to the company’s success regardless of the
disability they have.
AllGo believes in the skills and functionality a disabled person may bring in the company thus,
now offers a range of jobs that are suitable to the group with a hiring percentage of 10% from the
applicant pool. The HR team has been provided a copy of the Recruitment of Staff with a Disability
Policy and Procedure which includes the synopsis of the Disability Discrimination Act 1992, the steps
on the recruitment process and the appropriate treatment of the disabled people in the workplace.
As the above provided video narrates, hiring a disabled person in the company should not be
treated as a charity case but as a value-add transaction. AllGo believes that the disabled can help the
company grow through their own skills and knowledge. Disability should be taken out of the context
that there is something medically wrong with the person. Instead, it is a condition which empowers
the person further to prove his/ her ability even if there is a limitation on his/ her body movements
and senses.
A sense of equality and flexibility is being shown by AllGo in this new hiring initiative. The HR
team has been introduced to the idea and the TEDx video (link above) was shown to them so the
team can better understand the diversity and reasonability in employing disabled people to the
company. The implication of this initiative to their hiring process is only minimal - adjusting the
qualifications and physical requirements for the jobs being offered to the disabled group. There is
also no major change in the structure as trainings and workplace accessibility are in place just like for
the normal employees of the company.
AllGo is very keen to achieve the program’s objective and will actively support the HR Team by
providing the training and materials needed for the disabled hires. AllGo may seek assistance from
Disability Services Australia to develop the disabled person’s working capabilities and social skills.
Scenario 3
AUSTRALIAN HARDWARE
Employee Action Plan
Employee Name: Alan Manager Name: Manuel
Position: Hardware Staff Coaching Date: March 25, 2019
Incident:
Sam, the new team member has reported that you treat her rudely in all type of communications making it
uneasy for her to perform the tasks. It all started when you begin to miss the target as she filled in Johnny's
place in the team.
Area Action Measurement
change way of treatment to Sam by: EVALUATION:
- manager to observe conduct regulary in the
a. first off, apologize for previous rude work area
behavior; ask to start the working
relationship anew - have a one-on-one meeting with Sam in a
period of one month to check if she sees
b. conversing with her politely and progress on your conduct
with respect (e.g. use of words like
'please' and 'kindly') - have an employee feedback form completed
Professional
by all team members quarterly
Conduct
c. change of tone from abrupt and
demanding to calm and polite TARGETS:
- Immediate change in professional conduct
d. ask her if she needs help in some
products (e.g. how to stack them on - Zero instance of the same incident moving
gondola; how to market the item) forward
e. offer best practices on how to do - Building of solid, harmonious team just like
the work more effeciently in the past
Notes:
Alan strictly needs to adhere with the actions listed above as his way of treating his co-worker is
unacceptable. It clearly violates the company's policy in professional conduct. Failure to do so may result in
further corrective action and a possible ground for termination.
Both parties are confirming that the action plan(s) listed above are mutually agreed upon and is in
accordance to the company's policies and procedures.
CONFORME:
Employee Name Date
Manager Name Date
