Student Guide – BSBTWK502 Manage team effectiveness | Page 1 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
MANAGE TEAM
EFFECTIVENESS
BSBTWK502
STUDENT
GUIDE
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 2 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
Overview 3
Topic 1: Establish team performance plan 4
Topic 2: Develop team cohesion 10
Topic 3: Facilitate teamwork and liaise with stakeholders 20
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 3 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
The Student Guide should be used in conjunction with the recommended
reading and any further course notes or activities given by the
trainer/assessor.
Application of the unit
This unit describes the skills and knowledge required to lead teams in the
workplace and to actively engage with the management of the
organisation.
The unit applies to individuals working at a managerial level who lead and
build a positive culture within their work teams. At this level, work will
normally be carried out using complex and diverse methods and
procedures requiring the exercise of considerable discretion and
judgement. It will also involve using a range of problem solving and
decision-making strategies.
No licensing, legislative, regulatory or certification requirements apply to
this unit at the time of publication.
Learning goals
Learning goals include:
You are able to establish team performance plan.
You are able to develop and facilitate team cohesion.
You are able to facilitate teamwork.
You are able to liaise with stakeholders.
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 4 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
Topic 1: Establish team performance plan
Goal setting is one of the
first steps in reaching
performance
expectations set by an
organisation. A team
needs goals and clear
objectives so that
performance and
achievements can be
tracked. It provides:
clear direction
goal attainment
increased productivity/profit
teamwork
clear objectives.
Image by Austin Distel on Unsplash
Strategic or business plans outline the general strategies to be followed to
achieve an organisation’s vision and mission statements. A business plan is
typically used to look up to 5 years ahead, providing direction and focus
for the organisation and employees.
Therefore, teams need to align their goals and activities to the
organisation’s business plan. Managers need to ensure that teams fulfil this
role when undertaking projects to ensure they are contributing to the
overall goals of the organisation.
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 5 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
Activity: Group work
Work in your teams:
Research a few examples of business plans, look at the headings
used to identify the primary purpose of the plan. Find one plan
that the team thinks is the best example, and each keeps a
copy for future reference.
Explore how team performance plans link to overall business
objectives.
Team performance plans
Goals and objectives as above can be documented in a team
performance plan. A team performance plan is a detailed plan that
specifies team goals and objectives, as well as actions to achieve these,
responsibilities (which team members are responsible for attaining actions),
timelines for achieving actions and performance indicators that will be
used to measure performance.
Activity: Read
Review information about team performance plans at:
http://www.crowe-associates.co.uk/teams-and-groups/team
plans/
Take any notes to summarise what you have read and keep for
future reference.
Team players
Teams will consist of people with particular strengths and weaknesses. Team
members vary in the role that they play for example some could be
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 6 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
practical and organised whereas others could be a good communicators
or problem.
Activity: Research and discuss
Using the Internet, search for your ideal career or job position.
Read the job description – did it match your expectations of the
desired role? Make notes.
Belbin Test
Several different theories have been developed, which categorise the
different types of roles and personalities people display. The Belbin test was
designed to identify the different types of roles team members prefer
precisely.
The Belbin test identifies the following roles that individuals adopt when
working in teams:
Shaper
Plant
Coordinator
Monitor Evaluator
Resource Investigator
Implementer
Team Worker
Specialist
Completer-Finisher.
Activity: Research and discuss
Visit the Belbin website to view the explanations for each role.
Research the various roles that team members take on. Which
role are you likely to be? Which role do you have in your current
class team? Is it the same role?
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 7 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
Activity: Reflect
Complete the following quiz, which will help you to identify what
type of role your personality suits:
http://testyourself.psychtests.com/testid/3113
Is this the same role that you specified earlier?
Supporting team members
By supporting the members of your team, a manager can ensure that goals
are met. This can include:
explaining or clarifying policies, procedures, instructions standards,
codes of conduct and other organisational operations
supporting team members to complete tasks on time
helping others if you have completed your tasks ahead of schedule
assisting with problem-solving
providing encouragement
providing constructive feedback to other team members when
appropriate
sharing and updating information
allocating mentors or coaches for support and training if required
using rewards such as positive praise, bonuses, vouchers or extra
lunchtime break.
Activity: Research and discuss
In small groups, think about the rewards and recognitions that
you may have received in the past that they have found most
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 8 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
beneficial. This could be either in a work or non-work-related
context.
Brainstorm ideas and create a list as a group.
Team performance and key performance indicators
As indicated previously, the team performance plan should include key
performance indicators that can then be used to measure performance.
The purpose of a KPI is to provide an objective performance measure is a
crucial activity. This enables managers to set and communicate their
performance targets, and to measure whether or not they are being
achieved.
KPI’s can vary. However, there are common ones that apply to all activities
such as KPIs related to timelines and budget.
When developing KPIs, it is essential to ensure they are SMART.
S = Specific. They must state clearly what the organisation seeks to
achieve.
M = Measurable. The outcomes must be able to be measured so the
business can calculate and quantify its progress towards them.
A =Achievable. The objectives must be realistic such that everyone
feels there is a genuine belief the outcomes can be attained.
R = Relevant. The objectives have to relate to the direction the business
wants to take in terms of its organisational development.
T = Timely. The objectives need to have a start and finish date attached
to them.
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 9 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
Activity: Read
Read more about KPIs for teams at:
https://www.projectmanager.com/training/8-essential-kpi
metrics-teams
Take any notes to summarise what you have read and keep for
future reference.
Regardless of the KPIs that are set, it is also vital that all team members
understand the KPIs. As a team leader, it will be critical for you to
communicate this.
Activity: Group work
Work in a group of four.
Research the job descriptions of an event coordinator, marketing
person, office administrator, and marketing manager. Study their
position descriptions and use the information to build a team
performance plan for a product launch.
Pretend that you are the marketing manager and your team
consist of event coordinator, graphic artist, office administrator.
Your team needs to organise an event to promote electric cars.
Set objectives for the event, KPI’s for the team, including the
managers. Note: stay focused on planning the event and not the
car!
Establish a performance plan for the launch. Your plan must
represent a simulation of a real work example. It must include
goals, objectives, start and completion dates, team members roles
and names, etc.
Submit your professionally written work to your trainer for feedback.
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 10 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
Topic 2: Develop team cohesion
Team cohesion is the extent to which each team members wishes to
contribute to the group’s ability to continue as a functioning work unit.
Cohesiveness develops over time. Cohesiveness is a product of
interpersonal and group-level attraction, collaboration, and a sense of
belonging.
Activity: Watch
Watch the following videos on team dynamics.
Remember the titans Group v Team:
Forming, Storming, Norming, Performing, Adjourning.
Video: https://www.youtube.com/watch?v=hEJaz3sinEs (08:33)
Teamwork pays off – various clips.
Video: https://www.youtube.com/watch?v=wuo13FrNX6g
(01:22)
Strategies to achieve team cohesion
There are many ways to achieve team
cohesion. For example, promoting
interaction between team members
increases cohesions as team members feel
more positive towards one another. This
can be achieved through regular
meetings that are either work-related or social.
Image by Andreas Klassen on Unsplash
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 11 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
Activity: Research and discuss
Your team is falling apart! Tracy doesn’t turn up to meetings,
Dave doesn’t seem to trust anyone’s input, and Navish seems to
be doing all the work. The team’s role is to manage the
integration of a new software program to be used by staff for
diary management. As a manager, you are finding it
challenging to keep your team on target.
List all the factors you would consider to create better team
cohesion.
Now compare your response with those of your team. Did
you all have similar answers?
How did the rest of the class compare? Did their teams have
the same response?
Group dynamics
Group dynamics play a significant role in teams. Review the following
article about team dynamics:
https://www.mindtools.com/pages/article/improving-group-dynamics.htm
Decision making
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 12 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
Team leaders need to develop strategies to ensure that their team
members have input into
planning, decision making and
operations relating to the
team’s work.
Strategies to facilitate the
above could include:
holding meetings regularly
maintaining open
communication channels,
e.g., having an open-door policy where the team can approach you
at any time
conducting surveys
inviting feedback at any time.
As a team leader, it will also be necessary to not only invite input into
planning, decision making and operations, but also to foster creative
thinking:
Activity: Research and discuss
Work in your teams to answer the following questions.
Research The Nominal Group technique. Provide a brief
overview of how it operates.
What other tools are available for decision-making? Provide
a brief overview of each one you find.
Team cohesion for remote teams
Brainstorming sessions The Nominal Group technique
Image by Startup Stock Photos on Pexels
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 13 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
Sometimes teams have to overcome barriers to cohesion such as remote
working arrangements.
Activity: Research and discuss
Consider teams that are located over some different areas,
what online collaboration tools could be used to keep your
team cohesive?
Research 2-3 software tools.
Compare and contrast each one.
Use the demo to see how each works.
The team should decide on one of the collaboration
software tools to use based on their findings and a team
discussion.
Present your software to a group, showing how it works and
why it would work for your team.
Policies and procedures
Team leaders may need to develop policies and procedures at work. It is
essential to understand the purpose of policy and procedures and what
they include.
Policy and procedures ensure that:
The same organisational values, goals and objectives are implemented
across the RTO, for example, Codes of Conduct.
Best practice in the organisation is understood and implemented, for
example, confidentiality
There is a shared understanding of particular terms or issues.
There is a consistency of approach, i.e. work being performed to the
same quality over a while, or across some people.
It is essential to understand the difference between a policy and a
procedure.
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 14 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
A policy is essentially a statement of principle that guides an organisation’s
decision-making and service delivery. Procedures are nearly detailed
instructions about how policies should be carried out.
Policy and procedures essentially provide a link between the organisation’s
plans and strategies and day-to-day operations.
Policy and procedures should ideally be contained in the same document
with a distinct section for the policy section and a specific section for the
procedural section.
It is imperative to understand this distinction and not to mix policy
information with procedure information.
See the following link for an example:
https://www.comprose.com/avoiding-common-pitfalls-dont-mix-uppolicies-and-procedures-how-tos/
You could also watch the following link that discusses this distinction too:
https://www.youtube.com/watch?v=UdJ30x4ksFg
Characteristics of acceptable policy and procedure documents
Features of effective policy and procedure include:
They address all aspects of operations.
They reflect the culture, value and objectives of the organisation.
They relate to logical business functions.
They are easy to understand and follow.
Structure of policy and
procedures
Description
Policy Purpose
The purpose of the policy should be clearly
stated. For example, suppose the policy is
about diversity. In that case, the purpose of
the policy and procedure could be ‘The
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 15 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
Structure of policy and
procedures
Description
purpose of t his policy and pract ice is t o
out line our approach t o ensuring diversity
within our organisation’.
Definitions
A policy and procedure document should
include definitions partially to explain
acronyms such as government bodies but
also to explain terms that a user may need
guidance.
Scope
The policy and procedure document could
also include the scope of the policy, i.e. to
whom it applies.
Policy
The main policy section should express an
RTO’s intentions, aspirations and expectations
and can include specific requirements to
assist or direct decision-making.
Procedures
The procedures included in the policy and
practice is the specific actions that are to be
taken to achieve the information in the
policy and procedure. The procedure should
indicate who is responsible for carrying out
the activities, as well as be written in a logical
sequence to indicate the workflow.
Activity: Watch
Watch the following video about writing good policy and
procedures. The video provides a range of useful key and
introductory information such as what should be included within
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 16 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
a policy and procedure and communicating policy and
procedures to staff.
Video: https://www.youtube.com/watch?v=BjrpvUOeHqI (07:07)
Activity: Research and discuss
Work in pairs for this activity and then present your findings to the
trainer/assessor and the group. There are many diversity policies
on the Internet that can be researched and used for this activity.
Research an existing policy and procedure of your choice from
the Internet and then:
note the name of the policy and procedure.
list the objectives of the policy and procedures.
list key inclusions of the policy and procedures.
discuss the benefits of this organisation having this policy.
Activity: Group work
Work in your teams to undertake the following:
Create an Internet Usage Policy.
Create a procedure for sending emails to clients.
Team feedback
It is vital to give feedback to the team. Feedback can support groups to
maximise their performance and enhance their professional development
and growth.
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 17 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
Being honest and providing clear communicat ion channels will encourage
a team to recognise issues, resolve problems and improve their
performance to become a more effective team.
Being a good communicator is a vital characteristic of an effective
manager.
Activity: Watch
It’s Big Keith’s appraisal, what will office manager David Brent
make of his strengths and weaknesses?
Video: https://www.youtube.com/watch?v=IkYUDQCYGHA
(02:57)
Awkward Performance Review.
Video: https://www.youtube.com/watch?v=gdp4sPviV74 (02:38)
Activity: Research and discuss
Consider how your team have performed so far. How could you
provide feedback to each team member?
Create a format that you could use to create feedback for
each team member.
You will need to:
List down their strengths and weaknesses.
State if each team member has taken responsibility for their
work roles and if not, why not.
Write a paragraph for each team member that you can provide
as feedback. It should:
be encouraging
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 18 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
show the team member is valued
provide constructive feedback on their overall performance.
In your own words then describe how you would reward
individual and team efforts to encourage their progress.
Issues and concerns
Addressing issues and concerns within teams can involve team meetings,
forums, problem-solving process and grievance procedures to solve issues.
When problems or issues do occur, the policies and procedures set in place
by the organisation will provide a clear, defined process for all concerned.
For example, read the following information about best practice dispute
resolution that can be followed to sort out issues in the most effective way:
https://www.fairwork.gov.au/how-we-will-help/templates-and-guides/bestpractice-guides/effective-dispute-resolution
Activity: Research
There are many models available to support the problem-solving
process. Use the Internet to search for a problem-solving
approach that you could use to address the concerns you have
with your team.
Complete this activity in small groups and then report back to
the whole group in the form of a short presentation.
Activity: Group work
Work in the same group that established a performance plan for
the launch of electric cars at the end of topic 1.
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 19 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
One of the team members who work remotely has complained
that they are not receiving the necessary information on time.
Due to the delays in obtaining the information, this person is
unable to meet their KPI’s, and it is beginning to affect the entire
team’s performance.
Hold a meeting and take turns to role-play the manager’s
role. Since the person is working remotely, you will need to
hold a virtual team meeting to:
o address the problem by providing feedback to the team.
o make decisions on how to resolve the issues: Make
reference to any company policy, procedures, team
KPI’s, etc. that is being compromised.
o action items to resolve the problem.
o make the necessary changes and communicate
changes to the team.
Discuss which feedback and decision-making approaches
were productive and why.
Reflect on how you can improve on your feedback and
decision-making approaches
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 20 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
Topic 3: Facilitate teamwork and liaise with stakeholders
The success of a business depends on the contributions of every member of
the team. However, some teams work together better than others. There is
a sense of personal ownership of all activities, believing that their
contributions are valued and feeling that work is equally shared.
Activity: Watch
Watch the video on being a role model.
Video: https://www.youtube.com/watch?v=jIch3rpD7Zo (01:41)
Encouraging team members to participate
A team leader or manager can use several strategies to encourage team
members to participate. For example:
Encouraging ownership
Making everyone a leader
Setting a good example
Giving everyone the chance to input into decisions.
The following diagram show strategies for developing strategies for
facilitating team member input into planning, decision making and
operational aspects of team tasks:
Problem resolution process
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 21 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
Source: https://www.ittoolkit.com/articles/team-participation
Activity: Read
Read more about encouraging team members to participate
at:
https://work.chron.com/effective-techniques-encourage-team
members-contribute-project-5121.html
Take any notes to summarise what you have read and keep for
future reference.
Competencies
Competencies refer to the collective knowledge, skills, experience, and
attributes of teams required to perform work successfully. Team members’
roles must be defined in terms of the types of attitude, behaviours and skills
the organisation values and requires to achieve its objectives.
Linking personal and team competencies to organisation goals has many
benefits. One of the key benefits is that it helps team members work more
effectively and achieve their potential.
Defining which competencies are necessary can help managers:
select appropriate team members
1. Be direct and ask for
participation
2. Set ground rules to
encourage participation
3. Be respectful to
everyone and welcome
all ideas/suggestions
4. Push for active
participation throughout
the session
5. Facilitate creative
thinking
6. Thank everyone for
their contributions
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 22 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
ensure that the team demonstrates sufficient expertise
effectively evaluate performance
identify skill and competency gaps more efficiently
provide relevant or appropriate training and professional development
allocate secondments
provide mentoring or coaching
recognise and reward achievements.
Monitoring performance
Monitoring work performance will help identify how a team is managing. It
helps to keep track of what’s going on and allows for modification of work
activities or roles.
Steps can include:
For effective monitoring, the information gathered or obtained should be
accurate, timely and cost-effective. The processes should also meet the
needs of the organisation.
identification measures comparison action
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 23 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
Open communication processes
It is essential to have a good communication process to communicate with
all stakeholders, whether that is the team, others in the organisation or even
customers or suppliers.
Communication should be active, regular, collaborative and ongoing.
Formal methods could include:
meetings, either face to face online or teleconferencing
online collaboration
email, telephone or letters
newsletters/discussion forums
project communication either by a progress report or email update.
Informal methods could include:
elevator conversations
lunch meetings
events.
It is important to constantly monitor the communication channels to ensure
that it is being used effectively.
Management communication
This can be verbal or written communication to the team leader or
members of the team. Effective interpersonal communication processes
are essential to the establishment and maintenance of effective teams.
Communication should be continuous, relevant and appropriate to the
team.
Team members must also be able to communicate effectively so that:
information required to perform tasks is available
each team member collaborates to achieve results
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 24 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
each member can support one another.
Activity: Watch
Watch these video about open communication and
communications and leadership.
Video: https://www.youtube.com/watch?v=hniJfc2FqPQ (03:01)
Video: https://www.youtube.com/watch?v=bRXLTZMvy-U (05:48)
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 25 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
Conflict
Organisational procedures, systems, policies, codes of conduct,
documentation and processes ensure that correct steps are taken if a
conflict arises. Managers must try to resolve any issues, but unresolved issues
must also be addressed so that team morale and work activities can
continue. Any problems that do arise should be communicated to all
stakeholders professionally and confidentially.
The following diagram shows the process for identifying and resolving issues,
problems, concerns, determined by the team members.
Problem resolution process
Activity: Research and discuss
In the group teams, search on the Internet for conflict resolution
strategies. Brainstorm with the team to create a comprehensive
list to help resolve problems within the team.
Address unresolved problems
Conflicts are not bad if they are resolved quickly and as effectively as
possible. Resolving conflicts can have negative or positive outcomes. The
gist of addressing any conflict is to hope that ideas, opinions and thoughts
1. Identify and record the
problem clearly
2. Use company
document to record the
problem
3. Determine the impact
of every single problem
4. Prioritise problems
based on the level of
impact or risks to linked to
it
5. Review all problems
and decide on the course
of action
6. Resolve problems as
effectively as possible
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 26 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
are discussed as openly or honestly as possible as long as it is done with
respect and integrity.
Key benefits of resolving conflicts include:
Increase in understanding of parties’ expectations
Great opportunity to work on new or improved ideas
Increase team cohesion
Improves self-awareness and knowledge
Opportunity to address issues before it has snowballing effect.
Activity: Read
Read the following articles on strategies for gaining team
consensus and issues/conflict resolution.
Conflict Resolution, Using the “Interest-Based Relational”
Approach:
http://www.mindtools.com/pages/article/newLDR_81.htm
3 Techniques for Building Consensus:
https://www.leadstrat.com/3-techniques-for-building-consensus-
2/
Take any notes to summarise what you have read and keep for
future reference.
Activity: Brainstorm
Brainstorm the process, strategies and workplace situation you
learnt in this unit. Use the information to complete the following
table to demonstrate your understanding of how you will
manage team effectiveness. For each task identify which
business policies and procedures or relevant document you will
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 27 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
use. Also, determine three strategies of how you will manage
the task.
Manages team effectiveness
Task
Company policies
& procedures, any
relevant document
Strategies you will use to
manage the tasks effectively
1. Provide
feedback to
the team
1.
2.
3.
2. Reward others
1.
2.
3.
3. Model desired
behaviour
1.
2.
3.
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 28 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
4. Establish an
understanding
of roles,
responsibilities
and purpose
1.
2.
3.
5. Support with
teams meet
KPIs
1.
2.
3.
6. Provide
informal
learning
opportunities
1.
2.
3.
7. Provide formal
learning
opportunities
1.
2.
3.
BSB50420 Diploma of Leadership and Management
Student Guide – BSBTWK502 Manage team effectiveness | Page 29 of 29
V1.0: May 2021, Approv ed: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K
8. Develop
performance
plans
1.
2.
3.
9. Update
stakeholders
on team
performance
1.
2.
3.
10. Resolve
conflict
1.
2.
3.
11. Gain team
consensus
1.
2.
3.
