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WORKPLACE LEADERSHIP
ASSSESMENT 1
Part A Written Responses
Question 1: (PC 1.1)
a. What is management performance?
Performance management is the process of ensuring that a set of activities and output meets an
organizational goal in an effective and efficient manner. It focuses on organizational performance,
departmental and individual performance.
Image 10. The image above illustrates management performance.
B. What are the organizational requirements for management performance?
The basic requirements for an organizational management performance includes:
Goal management,
Performance evaluation systems.
Employees lifecycle management system.
Succession management.
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Compensation management.
Reporting and analysis.
Learning and development.
Commitments of all stakeholders in achieving the specific performance objectives.
Leadership team to effectively and regularly communicate the performance targets to the team.
The leadership to show commitment in identification and elimination of deficiencies in performance.
The leadership should clearly and effectively state the performance targets for the organization,
department and individuals and the expected project deliverables.
The management leadership should develop a performance strategy that will be used to engage all
project stakeholders and assist them to achieve their targets.
The leadership should regularly conduct performance review so as to evaluate whether the organization
is meeting the set targets or not.
Documentation of lessons learned.
Question 2. (PC 1.2)
b. What is positive performance management?
A positive performance management helps employees to identify their development needs and assist them
in achieving their performance goals. It helps to create roles, expectations, gives purpose meaning and
align employees to organizational strategic objectives.
c. Explain how a manager can influence positive management.
Finding purpose in what they do- when a manager aligns his duties with the organizational
requirements.
Being visionary a great leader needs to think a head of the team
Communication- effective and consistent communication with the employees on the
organizational requirements.
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Integrity- the manager must conduct himself with high professional ethics.
Accountability- the manager needs to take full responsibilities of their actions.
Honesty the manager should be honest in his actions and words.
The manager should inspire the team to continuous strive to succeed.
Leading by example- respecting and adhering to the organizational codes of conduct.
Question 3: (PC 1.3, PE 1).
Use the table below to develop a performance plan for the following cases.
a. 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
To promote
good customer
relations
On-job-
mentorship of the
employee on
proper negotiation
skills.
Review the customer
feedback.
Evaluate the number of
new customers reached and
customer retention rates.
To enhance
professional
competence of
our staff
Organize for
capacity building
training on
emotional
intelligence.
Asses the training reports,
observations, review
customer feedback, review
number of new customers
captured by the staff.
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b. 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
Complaints about a sales
representative due to lack
of professional attitude and
poor communication skills
To improve our
digital marketing
strategy.
Integrate services,
address customer
needs and
preferences
To conduct market
research on customer
preferences and
address changing
market trends
Organize and
conduct an online
monkey survey to our
customers regarding
our services.
Part B:
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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: (PC 1.4, PE 2, KE 7.1)
As the operating manager, you are required to establish key performance indicators for
serving employees (McDonald’s Crew) according to the organizational values.
Customer satisfaction and retention.
Percentage of products defects.
Employee satisfaction
Number of customers served per day.
Question 2:(PC 2.1 PE 2, KE 1, 2, 5, 7.1)
a. Undertake research for McDonald’s standards and values. You are required to provide all
references for your research.
According to McDonalds employee handbook 2021. The restaurants standards and values are
highlighted as below:
We place the customer experience at the core of what we do.
We are committed to our people.
We believe in the McDonalds system.
We operate our business ethically.
We give back to our communities.
We grow our business profitably.
Wes strive to continuously improve.
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b. Explain how their standards and values affect the business operations and the staff.
Their standards and values has elevated the business operations to international standards, has led to
customers believing more in our services, the business is making substantial profits and remains a
centre of excellence for other small restaurants growing up.
Question 3: (PC 2.2, PE 3, KE 7.2)
As the operating manager, explain how you assess your own performance and how this activity
(implementing your own performance) will uphold the organizational values.
I will develop personal performance targets that will align with the organizational values.
I will set timelines of the self- performance evaluation.
I will outline and document my success stories.
I will document my areas of weakness and performance improvement actions needed.
I will give my honest review.
I will review my attitude towards work and other employees.
I will try and reflect on my daily duties, how I performed relating to my daily performance
targets.
I will collect feedback from other staff and employees.
I will review the expectations the management have in me and my own expectations relating
to the task.
I will be a team player by conducting activities by involving other team members.
I will set my personal and professional development plans to guide my future plans.
Question 4: (KE 3, 4, 7.4)
Research the following leadership styles and explain the advantages and disadvantages of
each leadership.
a. Coercive leadership
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This is a control and command style that relies on forcing people to do what you tell them to
do whether they like it or not, the subject’s opinions and views have no space in such
leadership style.
advantages
The leaders know how to get work done quickly since it allows for zero excuse, and
consequences are severe for non-compliance.
It creates an immediate boost in productivity- the coercive leader provides an outline of what
needs to be done, how it’s supposed to be done and the timelines.
This leadership style can improve workplace safety- the leadership style does increase the
safety awareness of the entire team by pointing out specific weaknesses.
Coercive leaders eliminate insubordination- with threats a coercive leader may impose, it
strikes fear of consequences of not complying.
It enforces the current rules to their current standards.
Disadvantages
The coercive leaders will never become popular among the employees.
It eliminates innovation and diversity in terms of thoughts and ideas at workplace.
There is a higher churn rate with the coercive leaders.
It may lead to employee’s retaliation.
Coercive leaders must be feared to be effective.
b. Pacesetting leadership
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Is a leadership style when a leader leads from front, constantly sets high standards for their
team and expects them to exceed the minimal management. The manager sets high pace for
performance.
Advantages
Business goals are quickly achieved.
Highlights the competences of a highly skilled and experienced team.
Issues are swiftly addressed.
Limitations
Employees can feel stressed, overwhelmed and unmotivated.
Trust is lost the leaders doesn’t trust the team to improve with the right guidance and
development.
Work becomes repetitive and boring- the leaders have a bias towards being result oriented,
thus creating little room for innovation and improvement.
Employees receive little or no feedback.
Employee engagement in decision making is low.
c. Coaching leadership
This is style that involves recognizing team member’s strength, weakness and motivation to help each
individual improve. Its characterized by collaboration, support and guidance.
Advantages
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Encourages two-way communication and collaboration.
Involves a lot of constructive feedback.
Facilitates the personal and professional development of employees.
Focuses on being supportive and not judgmental.
Creates opportunities for growth and creative thinking.
Limitations
Its resource intensive since it requires a lot of time and energy.
Does not result into immediate results.
May not be ideal for high pressure or strictly result oriented organizations.
d. Democratic leadership
This a type of leadership style in which members of the group take a more participative role
in the decision making process.
Advantages
Its effective when solving complex problem.
In encourages creativity and innovation in the team.
It builds and strengthens the relationship of a team
It encourages honesty at workplace.
It improves job satisfaction.
It encourages strong commitment levels.
It increases team knowledge.
It builds a stronger vision for the future.
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Limitations.
It can create negative emotions- since it highlights team members with strong creative skills
and those that do not.
It can lead to procrastination
It takes time to reach consensus
It offers an element of continuing uncertainty
It does not guarantee the best possible solution.
It can cause team members to question the capabilities of the leadership.
It requires no one to take responsibilities for failure.
References.
Rajawat, A., Kee, D. M. H., Malik, M. Z. B. A., Yassin, M. A. Q. B. M., Shaffie, M. S. I. B. A., Fuaat, M. H. B.,
... & Santoso, M. E. J. (2020). Factors: responsible for McDonald's performance. Journal of the Community
Development in Asia (JCDA), 3(2), 11-17.
Lee, A., & Lambert, C. (2017). Corporate social responsibility in McDonald’s Australia. Asian Case Research
Journal, 21(02), 393-430.
Wellard-Cole, L., Goldsbury, D., Havill, M., Hughes, C., Watson, W. L., Dunford, E. K., & Chapman, K. (2018).
Monitoring the changes to the nutrient composition of fast foods following the introduction of menu
labelling in New South Wales, Australia: an observational study. Public health nutrition, 21(6), 1194-1199.
Lee, A., & Lambert, C. (2017). Corporate social responsibility in McDonald’s Australia. Asian Case Research
Journal, 21(02), 393-430.

Unformatted Attachment Preview

WORKPLACE LEADERSHIP ASSSESMENT 1 Part A – Written Responses Question 1: (PC 1.1) a. What is management performance? Performance management is the process of ensuring that a set of activities and output meets an organizational goal in an effective and efficient manner. It focuses on organizational performance, departmental and individual performance. Image 10. The image above illustrates management performance. B. What are the organizational requirements for management performance? The basic requirements for an organizational management performance includes: ➢ Goal management, ➢ Performance evaluation systems. ➢ Employees lifecycle management system. ➢ Succession management. ➢ Compensation management. ➢ Reporting and analysis. ➢ Learning and development. ➢ Commitments of all stakeholders in achieving the specific performance objectives. ➢ Leadership team to effectively and regularly communicate the performance targets to the team. ➢ The leadership to show commitment in identification and elimination of deficiencies in performance. ➢ The leadership should clearly and effectively state the performance targets for the organization, department and individuals and the expected project deliverables. ➢ The management leadership should develop a performance strategy that will be used to engage all project stakeholders and assist them to achieve their targets. ➢ The leadership should regularly conduct performance review so as to evaluate whether the organization is meeting the set targets or not. ➢ Documentation of lessons learned. Question 2. (PC 1.2) b. What is positive performance management? A positive performance management helps employees to identify their development needs and assist them in achieving their performance goals. It helps to create roles, expectations, gives purpose meaning and align employees to organizational strategic objectives. c. Explain how a manager can influence positive management. ➢ Finding purpose in what they do- when a manager aligns his duties with the organizational requirements. ➢ Being visionary – a great leader needs to think a head of the team ➢ Communication- effective and consistent communication with the employees on the organizational requirements. ➢ Integrity- the manager must conduct himself with high professional ethics. ➢ Accountability- the manager needs to take full responsibilities of their actions. ➢ Honesty – the manager should be honest in his actions and words. ➢ The manager should inspire the team to continuous strive to succeed. ➢ Leading by example- respecting and adhering to the organizational codes of conduct. Question 3: (PC 1.3, PE 1). Use the table below to develop a performance plan for the following cases. a. 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 To promote On-job- Review representative due to lack good customer mentorship of the feedback. the customer of professional attitude and relations employee on Evaluate the number of poor communication skills proper negotiation new customers reached and skills. To enhance Organize professional capacity competence of training our staff customer retention rates. for Asses the training reports, building observations, review on customer feedback, review emotional number of new customers intelligence. captured by the staff. b. 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 Complaints about a sales To improve representative due to lack digital our Integrate marketing address of professional attitude and strategy. needs poor communication skills preferences services, Review customer response the of our and customers to the new changes, Check the whether there are improvements on the targets. To conduct market Organize and Review the research on customer conduct an online customer feedback. preferences address and monkey survey to our changing customers regarding market trends Part B: our services. 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: (PC 1.4, PE 2, KE 7.1) As the operating manager, you are required to establish key performance indicators for serving employees (McDonald’s Crew) according to the organizational values. ➢ Customer satisfaction and retention. ➢ Percentage of products defects. ➢ Employee satisfaction ➢ Number of customers served per day. Question 2:(PC 2.1 PE 2, KE 1, 2, 5, 7.1) a. Undertake research for McDonald’s standards and values. You are required to provide all references for your research. According to McDonalds employee handbook 2021. The restaurants standards and values are highlighted as below: ➢ We place the customer experience at the core of what we do. ➢ We are committed to our people. ➢ We believe in the McDonalds system. ➢ We operate our business ethically. ➢ We give back to our communities. ➢ We grow our business profitably. ➢ Wes strive to continuously improve. b. Explain how their standards and values affect the business operations and the staff. Their standards and values has elevated the business operations to international standards, has led to customers believing more in our services, the business is making substantial profits and remains a centre of excellence for other small restaurants growing up. Question 3: (PC 2.2, PE 3, KE 7.2) As the operating manager, explain how you assess your own performance and how this activity (implementing your own performance) will uphold the organizational values. ➢ I will develop personal performance targets that will align with the organizational values. ➢ I will set timelines of the self- performance evaluation. ➢ I will outline and document my success stories. ➢ I will document my areas of weakness and performance improvement actions needed. ➢ I will give my honest review. ➢ I will review my attitude towards work and other employees. ➢ I will try and reflect on my daily duties, how I performed relating to my daily performance targets. ➢ I will collect feedback from other staff and employees. ➢ I will review the expectations the management have in me and my own expectations relating to the task. ➢ I will be a team player by conducting activities by involving other team members. ➢ I will set my personal and professional development plans to guide my future plans. ➢ Question 4: (KE 3, 4, 7.4) Research the following leadership styles and explain the advantages and disadvantages of each leadership. a. Coercive leadership This is a control and command style that relies on forcing people to do what you tell them to do whether they like it or not, the subject’s opinions and views have no space in such leadership style. advantages ➢ The leaders know how to get work done quickly since it allows for zero excuse, and consequences are severe for non-compliance. ➢ It creates an immediate boost in productivity- the coercive leader provides an outline of what needs to be done, how it’s supposed to be done and the timelines. ➢ This leadership style can improve workplace safety- the leadership style does increase the safety awareness of the entire team by pointing out specific weaknesses. ➢ Coercive leaders eliminate insubordination- with threats a coercive leader may impose, it strikes fear of consequences of not complying. ➢ It enforces the current rules to their current standards. Disadvantages ➢ The coercive leaders will never become popular among the employees. ➢ It eliminates innovation and diversity in terms of thoughts and ideas at workplace. ➢ There is a higher churn rate with the coercive leaders. ➢ It may lead to employee’s retaliation. ➢ Coercive leaders must be feared to be effective. b. Pacesetting leadership Is a leadership style when a leader leads from front, constantly sets high standards for their team and expects them to exceed the minimal management. The manager sets high pace for performance. Advantages ➢ Business goals are quickly achieved. ➢ Highlights the competences of a highly skilled and experienced team. ➢ Issues are swiftly addressed. Limitations ➢ Employees can feel stressed, overwhelmed and unmotivated. ➢ Trust is lost – the leaders doesn’t trust the team to improve with the right guidance and development. ➢ Work becomes repetitive and boring- the leaders have a bias towards being result oriented, thus creating little room for innovation and improvement. ➢ Employees receive little or no feedback. ➢ Employee engagement in decision making is low. c. Coaching leadership This is style that involves recognizing team member’s strength, weakness and motivation to help each individual improve. Its characterized by collaboration, support and guidance. Advantages ➢ Encourages two-way communication and collaboration. ➢ Involves a lot of constructive feedback. ➢ Facilitates the personal and professional development of employees. ➢ Focuses on being supportive and not judgmental. ➢ Creates opportunities for growth and creative thinking. Limitations ➢ Its resource intensive since it requires a lot of time and energy. ➢ Does not result into immediate results. ➢ May not be ideal for high pressure or strictly result oriented organizations. d. Democratic leadership This a type of leadership style in which members of the group take a more participative role in the decision making process. Advantages ➢ Its effective when solving complex problem. ➢ In encourages creativity and innovation in the team. ➢ It builds and strengthens the relationship of a team ➢ It encourages honesty at workplace. ➢ It improves job satisfaction. ➢ It encourages strong commitment levels. ➢ It increases team knowledge. ➢ It builds a stronger vision for the future. Limitations. ➢ It can create negative emotions- since it highlights team members with strong creative skills and those that do not. ➢ It can lead to procrastination ➢ It takes time to reach consensus ➢ It offers an element of continuing uncertainty ➢ It does not guarantee the best possible solution. ➢ It can cause team members to question the capabilities of the leadership. ➢ It requires no one to take responsibilities for failure. References. Rajawat, A., Kee, D. M. H., Malik, M. Z. B. A., Yassin, M. A. Q. B. M., Shaffie, M. S. I. B. A., Fuaat, M. H. B., ... & Santoso, M. E. J. (2020). Factors: responsible for McDonald's performance. Journal of the Community Development in Asia (JCDA), 3(2), 11-17. Lee, A., & Lambert, C. (2017). Corporate social responsibility in McDonald’s Australia. Asian Case Research Journal, 21(02), 393-430. Wellard-Cole, L., Goldsbury, D., Havill, M., Hughes, C., Watson, W. L., Dunford, E. K., & Chapman, K. (2018). Monitoring the changes to the nutrient composition of fast foods following the introduction of menu labelling in New South Wales, Australia: an observational study. Public health nutrition, 21(6), 1194-1199. Lee, A., & Lambert, C. (2017). Corporate social responsibility in McDonald’s Australia. Asian Case Research Journal, 21(02), 393-430. Name: Description: ...
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