BSBXTW401 Assessment Task 2

Assessment Task 2: Skills Test
Assessment instructions and guidelines: Skills Test
Assessment type
 Skills Test - Lead and facilitate a team
Instructions provided to the student:
Assessment task description:
 This is the second (2) assessment task you must successfully complete to be deemed competent
in this unit of competency.
 This assessment task is a Skills Test.
 This assessment task consists of six (6) practical demonstration activities.
 Activity 1: Plan team outcomes
 Activity 2: Prepare work plan
 Activity 3: Conduct a coaching session
 Activity 4: Support ICT team during the implementation of the project
 Activity 5: Prepare action plans based on the individual and team performance
 Activity 6: Monitor the outcomes of action plans.
 You will receive your feedback within two (2) weeks, and you will be notified by your
trainer/assessor when your results are available.
 You must attempt all activities of the project for your trainer/assessor to assess your
competence in this assessment task.
Applicable conditions:
 This skill test is untimed and is conducted as an open book assessment (this means you are able
to refer to your textbook or other learner materials during the test).
 You will be assessed independently on this assessment task.
 No marks or grades are allocated for this assessment task. The outcome of the task will be
Satisfactory or Not Satisfactory.
 As you complete this assessment task, you are predominately demonstrating your skills,
techniques and knowledge to your trainer/assessor.
 Your trainer/assessor may ask you relevant questions during this assessment task
BSBXTW401 Lead and facilitate a team - Assessment 2 - (Updated: September 2021, V. No. 1.0)
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Resubmissions and reattempts:
 Where a student’s answers are deemed not satisfactory after the first attempt, a resubmission
attempt will be allowed.
 The student may speak to their trainer/assessor if they have any difficulty in completing this
task and require reasonable adjustments.
 For more information, please refer to the Training Organisation’s Student Handbook.
Location:
 This assessment task may be completed in:
☐ a classroom
☐ learning management system (i.e. Moodle),
☐ workplace,
☐ or an independent learning environment.
 Your Trainer/Assessor will provide you with further information regarding the location for
completing this assessment task.
Purpose of the assessment
The purpose of this assessment task is to assess the student’s knowledge and skills essential to lead and
facilitate a team in a range of contexts and industry settings.
 Skill to assign tasks to team members with appropriate instruction and considering any required
contingencies
 Skills to provide feedback and assistance to team members
 Skills to collate feedback on individual and team performance
 Skills to identify and implement development opportunities for others
 Skills to manage conflicts and challenges according to organisational requirements.
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Simulated Environment
These instructions are to be followed if the student is unable to complete the assessment in a workplace
environment.
Assessment task instructions

 The purpose of this assessment task is to assess the students’ knowledge essential to lead and
facilitate a team.
 The training organisation must ensure that the simulated workplace is in accordance with the
requirements specified.
 The student will take on the role of the manager at the training organisation.
 The training organisation will assign the team members to the student.
 The team must have two (2) team members, not including the student.
 The student will have the responsibility to manage the team members.
 The student must use the templates provided to document their responses.
 The student must follow the word-limits specified in the templates.
 The trainer/assessor must assess the student using the performance checklist provided.
Simulated environment requirements
Assessment task environment
This assessment task will be completed at your training organisation or a simulated environment prepared
by your training organisation.
The simulation environment consists of both the physical space and its contents (such as the equipment
and participants etc. The simulated environment is very much like a learning environment where a student
is able to practice, use and operate relevant industrial equipment, techniques, practices under realistic
workplace conditions.
Requirements for the workplace simulation environment
The trainer/assessor will ensure that the simulated workplace environment is sufficient to complete this
assessment task.
The simulated environment consists of:
 The training organisation as the workplace where the student will be required to complete their job-
related tasks and activities.
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 The standard operating/workplace procedures related to the training organisation
 The trainer/assessor will provide the student with assistance throughout the assessment activity.
The simulated environment must meet the following criteria:
Opportunities for the student to: Yes/No/NA
Work in an ICT environment
Follow standard operating/workplace procedures
Use up-to-date software and equipment
Work within stated timelines to meet deadlines
Gain experience in the challenges and complexities of dealing with multiple tasks
Experience prioritising competing tasks and dealing with contingencies
Workplace environment to work with others in a team
Workplace environment to sufficient to communicate with diverse groups
Workplace environment sufficient to work independently and manage workload
Resources, tools, and equipment requirements
The following resources, tools and equipment will be made available by the training organisation at the
workplace to complete this assessment task:
 Access to the simulated workplace to carry out the skills assessment
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o Work team
o Workplace policies and procedures.
Simulated workplace scenario
You are working as a team leader in the ICT department of your training organisation. You are leading and
facilitating a team in the training organisation while handling the ICT project.
Roles and responsibilities
As part of your job role, you have the following job responsibilities:
 Prepare performance plans and assign tasks to team members with appropriate instruction and
considering any required contingencies
 Coordinate team and individuals and provide the required feedback and assistance to team
members
 Support team to complete the work activities
 Monitor team performance based on the work plans
 Collate and provide feedback on individual and team performance
 Identify and implement development opportunities for others
 Manage conflicts and challenges according to organisational requirements.
Task requirements
This assessment task requires you to demonstrate skills to lead and facilitate a team. You need to complete
the following activities:
 Activity 1: Plan team outcomes

 Activity 2: Prepare work plan
 Activity 3: Conduct a coaching session
 Activity 4: Support ICT team during the implementation of the project
 Activity 5: Prepare action plans based on the individual and team performance
 Activity 6: Monitor the outcomes of action plans
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Workplace Environment
These instructions are to be followed if the student is able to complete the assessment in an actual workplace.
Assessment task instructions

 The purpose of this assessment task is to assess the students’ knowledge essential to lead and
facilitate a team.
 The workplace must meet the requirements specified.
 The student will take on the role of the manager in the workplace.
 The team must have two (2) team members, not including the student.
 The student will have the responsibility to manage the team members.
 The student must use the templates provided to document their responses.
 The student must follow the word-limits specified in the templates.
 The trainer/assessor must assess the student using the performance checklist provided.
Workplace requirements
Assessment task environment
This assessment task will be completed in your workplace.
The requirements for the workplace environment
The assessment task can be completed in the workplace if the student is currently working or has access to
a workplace meeting the assessment criteria.
The workplace must meet the following criteria:
Opportunities for students to: Yes/No/NA
Work in an ICT environment
Follow standard operating/workplace procedures
Use up-to-date software and equipment
Work within stated timelines to meet deadlines
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Gain experience in the challenges and complexities of dealing with multiple tasks
Experience prioritising competing tasks and dealing with contingencies
Workplace environment to work with others in a team
Workplace environment to sufficient to communicate with diverse groups
Workplace sufficient to work independently and manage workload
Resources, tools, and equipment requirements
The following resources, tools and equipment must be available at the workplace to complete this
assessment task:
 Access to the actual workplace to carry out the skills assessment
o Work team
o Workplace policies and procedures.
Workplace scenario
You are working as a team leader in the ICT department of your workplace. You are leading and
facilitating a team in the workplace while handling the ICT project.
Roles and responsibilities
As part of your job role, you have the following job responsibilities:
 Prepare performance plans and assign tasks to team members with appropriate instruction and
considering any required contingencies
 Coordinate team and individuals and provide the required feedback and assistance to team
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members
 Support team to complete the work activities
 Monitor team performance based on the work plans
 Collate and provide feedback on individual and team performance
 Identify and implement development opportunities for others
 Manage conflicts and challenges according to organisational requirements.
Task requirements
This assessment task requires you to demonstrate skills to lead and facilitate a team. You need to complete
the following activities:

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Assessment Task 2: Skills Test
Skills Test:
This assessment task requires you to lead and facilitate a team for an ICT project.
During this assessment task, you are required to complete the following activities:

This assessment task will be completed at your workplace or a simulated environment prepared by your
training organisation.
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Assessment activities
Activity 1: Plan team outcomes
Activity context
Management wants you to plan team outcomes for the ICT project. The purpose of planning team outcomes
is to ensure that the team members are clear regarding the following:
 expected outcomes
 goals
 behaviours
Description of the activity
This activity requires you to plan team outcomes. You are required to complete the following:
 Part A: Identify the common objectives of a workplace team, responsibilities and required outcome
 Part B: Develop an individual performance plan
 Part C: Develop a team performance plan
 Part D: Prepare a contingency plan
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Part A: Identify the common objectives of a workplace team, responsibilities and required outcome
This part of the activity requires you to identify the ICT project details and the objectives of the workplace
team, responsibilities and required outcomes for the project.
You must use template 1 to document your response.
Template 1:
Objectives of a workplace team, responsibilities and required outcome
ICT project details (30-50 words)
The goal is to develop a online clothes shop website for clients. In order to do this, we need to set up a web
team. We need to bridge the gap between innovative and new digital products with unfamiliar audiences.
Before any products or digital services can be offered, the web team must make edits and check for
quality. Though digital, web content is still maintained by web team.
Team members Responsibilities
Julia Zheng (LEAD DESIGNER) When it comes to web teams, a lead designer is someone who is
capable of performing in various roles of design and is not limited
by tools or media. The disciplines involved in being a web lead
designer include UI/UX developing, visual and graphic design,
interactive design and information structuring. Though they feature
different methods and serve different purposes, these groups still fall
under the umbrella of design. Working with the web manager (and
other team members), the lead designer provides support and
material to meet the manager’s objective. One thing that designers
must be careful of is trying to utilize all of the digital design
elements at once.
James Wong(LEAD The lead developer must still report to those of a higher rank
DEVELOPER) (usually the web management head) while still leading lower-ranked
developers and technical staff members. This role is diverse because
of what it entails and what must be produced under the guidance of
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the developer. One of the main functions of a lead developer is to
set the standard for which all the coding will be written. They must
be knowledgeable of the analytics required and understand core
digital development principles like digital infrastructure, web
design, and user engagement.
Andy Song (WEB MANAGER) The web manager can be thought of as the general manager of the
web team and the last point of contact before the more corporate
roles. They oversee all of the other departments on the web team
and because of this will have some general knowledge on how to
work the majority of them. There might be a variation of what this
position is called (like Web Product Manager or Webmaster) but the
purpose remains the same: ensure quality content and functionality
of the web content and lead a successful web team.The web
manager can be thought of as the general manager of the web team
and the last point of contact before the more corporate roles. They
oversee all of the other departments on the web team and because of
this will have some general knowledge on how to work the majority
of them. There might be a variation of what this position is called
(like Web Product Manager or Webmaster) but the purpose remains
the same: ensure quality content and functionality of the web
content and lead a successful web team.
Required outcomes for the project (30-50 words)
 Well Designed and Functional. The website site reflects the company, products, services and
ultimately the brand.
 Easy to Use.
 Optimized for Mobile.
 Fresh, Quality Content.
 Readily accessible contact and location.
 Clear calls to action.
 Optimized for Search and the Social Web.
Part B: Develop an individual performance plan
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This part requires you to develop an individual performance plan for a team member using the performance
plan templated provided with this unit.
To develop an individual performance plan, you are required to engage in discussion with the team member.
When engaging in discussion with the team member to prepare a performance plan, you are required to:
 Follow the communication guidelines

 Ask questions to the team member using the discussion prompts provided.
 Comply with the organisation’s standards when communicating with the team member.
 Use performance plan template provided with this unit. Document the following:
o Outcomes, goals, and behaviours
o Expectations
o Resources required to complete the goal activities
o Strategies to ensure team members are accountable for their roles and responsibilities
o Progress monitoring
 Follow up schedule
 Progress benchmarks
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Communication guidelines for the manager
During the discussion
• Work through the discussion prompts below, focusing on issues that you want to discuss.
• During the discussion, you can positively influence the discussion by:
o keeping honest communication going
o being respectful
o taking a positive approach and focusing on the future
o having realistic and reasonable expectations of each other
o seeking and confirming that you both understand what the other is saying by summarising
key points and agreements
• Confirm what has been agreed including any actions such as who will do what and by when.
• Decide what will be recorded and how it will be recorded.
Following the discussion
Prepare the performance plan by recording the main points and what was agreed using the template
provided.
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Discussion prompts
 What are your objectives, responsibilities and key activities for the year
ahead?
1. Roles and
responsibilities
 What elements of your work are you going to focus on improving this
year?
 What values or behaviours will be particularly relevant to your role?

2. Conduct and
behaviour
 In what ways are you going to improve how you do your job this year?
 What skills and knowledge will be important to your role this year?
 What skills and knowledge do you need to focus on developing this

year?
3. Knowledge and
skills  What learning and development activities will you undertake this year?
 How will new skills and knowledge be shared with others?
 How will your new skills and knowledge be applied to the job?
 What constitutes good performance in your current role?

4. Performance
 Are there any performance issues that need improvement?
5. Support Required  What challenges might you experience that your manager may need to
be aware of, or assist you with?
 What resources/support do you need to get the job done (other than
learning and development activities addressed earlier)?
 Are there any changes to the work environment or arrangements that

would assist you to do your job?
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 How can your manager assist you to do a good job and possibly perform
even better?
individual performance plan for Julia Zheng
Supervisor Name: Victoria Sun, Human Resources Manager
Employee Name: Julia Zheng, Lead Designer
Date: January 5, 2021
Reason: Two website module creation deadlines missed, and complaint received from Department of Coding
who did not receive a response to an email sent twice. Due to poor performance, I am issuing this
performance improvement plan.
Expectations: To effectively manage workload on a daily basis, meet deadlines efficiently, prioritise tasks
and respond to emails in a timely manner. Measured by management observation of performance of tasks.
Suggestions: Operate daily ‘To Do’ check list and a diary. To respond to emails received within 3 working
days. Training in Outlook task lists and calendar. To work shadow colleague James in prioritising his daily
tasks.
Schedule: Outlook training completed every day. Daily to do lists being written. Responding to emails faster,
but further improvement needed. Work shadowing will continue. Review in 2 weeks.
Consequences: Failure to meet the expectations set within this plan by February 7 will result in immediate
termination. If requirements are met by February 7, but the full quota is still not reached by the end of the
following period, you will be written up. There will only be one write-up. Failure to meet expectations in the
third period will result in termination. Standard expected to be achieved within 8 weeks.
Manager Signature: Victoria Sun
Employee Signature: Julia Zheng
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individual performance plan for James Wong
Employee Name: James Wong, Lead Developer
Reason: Repeated inaccuracy of research data within 2 weeks, which involving typing errors when
transferring raw data into reports. Due to poor performance, I am issuing this performance improvement
plan.
Expectations: To produce accurate data and to enable meaningful analysis and for research publications.
Suggestions: Employee to double check own work before submission, Keeping records of research carried
out to refer to. Supervisor to also check data against records. To be reviewed during next research project.
Schedule: Further training in writing research papers and handling complex data. Time management training.
Consequences: Standard expected to be achieved within 6 months. Failure to meet the expectations set
within this plan by February 7 will result in immediate termination. If requirements are met by February 7,
but the full quota is still not reached by the end of the following period, you will be written up. There will
only be one write-up. Failure to meet expectations in the third period will result in termination.
Employee Signature: James Wong
individual performance plan for Andy Song
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Employee Name: Andy Song, Web Manager
Reason: Last month, you committed to creating 15 new pieces of content but only produced 8, citing
insufficient time and resources. Additionally, you missed deadlines for submission of copy to editors on 4
occasions. This significantly slowed down the creation of assets and content for advertising initiatives.
Expectations: Document your progress on current work items daily, keeping editors and manager informed.
Reduce production time of new copy to 3 hours per 1000 words. Meet all deadlines on time, with a goal of
submitting at least 1 hour in advance.
Suggestions: Take caution in data entry tasks and make sure that all inputs reflect data accurately. Ensure
that data is properly processed and visualizations are accurate. Employee will be required to undergo time
management refresher course.
Schedule: A bi-weekly 1:1 meeting will be scheduled with your manager to discuss initiatives, until the
conclusion of the performance improvement plan in 3 months time. Any further resources needed can be
discussed with your manager.
Consequences: Standard expected to be achieved within 6 months. Failure to meet the expectations set
within this plan by February 7 will result in immediate termination. If requirements are met by February 7,
but the full quota is still not reached by the end of the following period, you will be written up. There will
only be one write-up. As a part of the performance improvement plan you will be accountable for the
following goals over the next 90 days:Determine with your manager a reasonable volume of content to
produce on a monthly basis (suggested 10 pieces of content).
Employee Signature: Andy Song
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Part C: Develop a team performance plan
This part requires you to develop a team performance plan using the performance plan templated provided
with this unit.
To develop a team performance plan, you are required to engage in discussion with the team.
When engaging in discussion with the team to prepare a performance plan, you are required to:
 Follow the communication guidelines

 Ask questions to the team using the discussion prompts provided.
 Comply with the organisation’s standards when communicating with the team member.
 Use performance plan template provided with this unit. Document the following:
o Outcomes, goals, and behaviours
o Expectations
o Resources required to complete the goal activities
o Strategies to ensure team members are accountable for their roles and responsibilities
o Progress monitoring
 Follow up schedule
 Progress benchmarks
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Communication guidelines for the manager
During the discussion
• Work through the discussion prompts below, focusing on issues that you want to discuss.
• During the discussion, you can positively influence the discussion by:
o keeping honest communication going
o being respectful
o taking a positive approach and focusing on the future
o having realistic and reasonable expectations of each other
o seeking and confirming that you both understand what the other is saying by summarising
key points and agreements
• Confirm what has been agreed including any actions such as who will do what and by when.
• Decide what will be recorded and how it will be recorded.
Following the discussion
Prepare the performance plan by recording the main points and what was agreed using the template
provided.
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Discussion prompts
 What are the team objectives, responsibilities and key activities for the
year ahead?
1. Roles and
responsibilities
 What elements of work is your team going to focus on improving this
year?
 What values or behaviours will be particularly relevant to the team’s

role?
2. Conduct and
 In what ways is the team going to improve how they do their job this
behaviour
year?
 Are there any conflicts affecting team performance?
 What skills and knowledge will be important to the team’s role this
year?
 What skills and knowledge do the team need to focus on developing this
3. Knowledge and year?
skills
 What learning and development activities will you undertake this year?
 How will new skills and knowledge be shared with others?
 How will your new skills and knowledge be applied to the job?
 What constitutes good performance in your current team role?

4. Performance
 Are there any performance issues that need improvement?
5. Support Required  What challenges might your team experience that your manager may
need to be aware of, or assist you with?
 What resources/support do the team need to get the job done (other than
learning and development activities addressed earlier)?
 Are there any changes to the work environment or arrangements that

would assist the team to do their job?
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 How can your manager assist you to do a good job and possibly perform
even better?
1 Team Performance Plan
Team Web Design Team
Supervisor(s) Woody Zhao
Start Date 21/01/2021
End Date 31/01/2021
Vision/Aim of the performance plan Achievement of essential functions prescribed in

position description,
including, but not limited to position specific
operations, supervision,
fiscal management and staff development
Objectives for Team Improvement
Objective Employee Start Date End Date
1. Juila Zheng 21/01/2021 31/01/2021

Support for
Learning
Building and
sustaining a
clear vision
for self and
stakeholders.
Demonstrating
knowledge of
educational or
position
specific
resources
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2. Andy Song 21/01/2021 31/01/2021
Monitoring James Wong
position
performance
for self and
stakeholders to
determine
congruence
with
standards,
mission and
goals.
Maintaining a
safe and
affirming
climate
Review and Assessment Methods Starting the Implementation Cycle:

(how will you track the plan’s Prior to implementing the plan and moving forward
implementation, the team’s progress: with action steps, it is critical that we strategic
through team meetings, reports, etc.) priority areas and goals support the vision. It is also
critical that each department and individual
understands which goals and tactics they are
accountable to deliver on. Furthermore, it is
important that they are aware of project
expectations and understand what success looks
like.
By review and assessment methods, we need to
have meeting every 2 days, with weekly report to
be reviewed by all managers every Friday.
Additional Support Time management course

(is there any additional support needed to Coding course
reach the desired goals: courses, classes, Psychological counselling
resources?) Competitors resources
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Expected Outcome Meets essential functions with highest quality and
(manager/supervisor‘s expectations on timeliness while showing initiative in taking on
the outcome based on the data) more than expected.
Outcome if goals and objectives are not The website design need to be postponed, a new
reached individual performance plan need to be created, a
(identify the consequences and further new performance goal need to be set. Poor
steps if the team fails to satisfy the performance employee need to be reviewed by
standards set by the performance plan) their manager.
Part D: Prepare a contingency plan
This part of the activity requires you to plan for contingencies that could impact the team. To do so, you are
required to prepare a contingency plan using the template provided.
The contingency plan must account for the following contingencies:
• unplanned leave or absence of workers

• re-allocation of work tasks
• succession planning for important team roles
Template: Contingency plan
Contingency plan
Expected team contingencies Actions to be implemented Person responsible
Communicate cancellation in a The HR manager

timely manner
Disaster or severe weather event
Facility closure Reschedule event at a comparable The facility manager

facility, If the dates need to be
changed offer the choice of a
refund to clients.
Network failure Switch to secondary network Lead Network manager
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Clients cancel at the last moment Ask a guest speaker to fill in, Project manager
reschedule another time for the
client.
Deliver fails to show up Inform all affected stakeholders, Manager director

substitute to others if necessary.
Activity 2: Prepare work plan
Activity context
Management has approved the performance plans. They have decided that an implementation plan with
regular follow-ups will be the best option to ensure the team is actively involved. The work plan will enable
the new manager, (you), to monitor that the team and individuals are working towards the KPIs and goals
established in the performance plan, mitigate any unforeseen risks at an early stage, and address any
performance issues.
This activity is a continuation of activity 1.
This activity requires you to meet with the ICT team to develop the work plan.
You must prepare the work plan using the template provided.
Before preparing the work plans, you are required to identify the following based on the outcomes of
Activity 1:
 Common team objectives.

 Team members responsibilities based on the staff expertise or development potential
When conducting the session, you are required to:
 Communicate the common team objectives and responsibilities to team members.

 Allocate tasks to team members based on staff expertise or development potential.
 Provide appropriate instructions to the team members considering their responsibilities
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 Facilitate open and respectful communication and collaboration between team members, considering
the needs of those from diverse backgrounds
 Discuss the following to prepare the work plan:
o Goals/activities
o Responsibilities
o Success criteria (KPIs) to measure success
o Timeframe to complete the task
o Resources required
 Agree on the work plan.
 Submit the completed work plan to the trainer/assessor.
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Work plan template:
Action plan
Sr. no Goals/activities Responsibilities Success criteria Timeframe Resources
1 Design the logo Manager Director and website No copyright 1 weeks Customise the logo
design manager are responsible design based on client’s
to monitor the design of the Innovative needs.
logo.
Attractive
Photoshop
AutoCAD
2 Create a site design and Project Manager: This person Work smoothly 2 weeks HTML
navigation structure. leads the project team.
No error 3rd Party Resources
Develop functionalities like a
blog, an e-commerce store, or a All browsing support GitHub
CMS successfully. the website
3 Code/ database design Website Design manager Design page 2 weeks GitHub
elements such as
Set up a sandbox server. buttons, call to
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Managers need to check coding actions, testimonials, JavaScript
run successfully. etc.
HTML, CSS, and

Javascript validation.
4 Organize content and create a Design pages based on layout Review pages with 1 week MS offices
content list. styles and content. clients and get
necessary approvals. Marketing Research
Editors need to take
responsibilities
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Activity 3: Conduct a coaching session
This activity requires you to conduct a coaching session with the ICT team. The purpose of the coaching
session is to:
 Enhance workplace culture.

 Manage workplace conflicts
To conduct the coaching session, you are required to complete the following two (2) parts:
 Part A: Prepare to conduct the coaching session

 Part B: Conduct a meeting to coach the team members
Part A: Prepare to conduct the coaching session
This coaching session requires you to prepare to conduct the coaching session. To do so, you are required to
identify the following requirements of the coaching session.
 What is the goal of the coaching session?

 What skills will it focus on?
 What cross-collaboration opportunities amongst external and internal teams and individuals can be
implied to enhance the workplace culture?
 How can conflicts be avoided and managed?
 How will you measure the achievement of the goal of the coaching session?
You must use the template provided to document your response.
Coaching plan
Goal of the coaching Communication with the team

session
Woody has struggled with communication and keeping the team updated on
his tasks. This has resulted I nlack of visibility and workflow issues, so the
coaching session goal is to help Woody develop friendly relationships with co-
workers and move visibility on what Woody is working on.
Skills that the coaching Communication skill

session will focus on
Interpersonal Skill
(any two)
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Cross collaboration Use the group Slack channel regularly to stay connected, create a collaborate
opportunities that can be status update document or task board
implied to enhance
workplace culture Build strong employee relationships.
(any three) Connect people to a purpose.
Encourage frequent employee recognition
Create positive employee experiences
KPIs to measure the Check in after one week to se how Slack and status updates are going
achievement of the goal
of the coaching session After Woody’s training session in two weeks, access communication skill
improvement
(any two)
Procedures to avoid and

manage conflicts 1. Know what’s important
(50-100 words) Disputes can grow from the smallest of issues. Something as inconsequential
as taking someone else’s lunch from the fridge can escalate into accusations of
poor work performance. Once you have an impression of a colleague from a
particular incident, you will look for other examples, however small, to
reinforce that opinion.
2. Be aware of personality clashes.
Managers find this type of problem difficult to resolve, although there is value
in identifying underlying tensions before things become serious.
3. Communicate respectfully.
Asking people for their co-operation rather than giving instructions, enquiring
about people’s weekends and thanking others for help they have given you
will help you to maintain positive relationships with others.
P a g e 31 | 55
Part B: Conduct a meeting to coach the team members
This part of the activity is a continuation of part A. This part of the activity requires you to conduct a
meeting with the ICT team to coach the team members.
The agenda of the meeting is to coach the team members to enhance the workplace culture.
Before the meeting, you are required to prepare a meeting agenda using the template provided.
When conducting the meeting, you are required to:
 Greet the individual/team.

 Discuss the following:
o goal of the coaching session
o skills the coaching session will focus on
 Coach the team members regarding the following:
o Different cultures and norms
o Communication strategies that can be used when communicating with team members from
diverse backgrounds
o Strategies for effective cross-cultural communication
o Strategies to avoid and manage conflicts
 Clarify the understanding of the team members.
 Answer the questions of the team members
The individual/team members will:
 Clarify their doubts with the manger.

 Ask specific questions to enhance their understanding.
After the meeting, you are required to complete the meeting minutes template provided.
P a g e 32 | 55
Meeting agenda template:
Date/Time: 11/12/2020
Location: Sydney office
Chairperson: Nei Zhe
Meeting Attendees: Woody Wu
Full names and roles Andy Zhao
Ethan Wa
Agenda Item/Topic Discussion/Outcomes Action Officer Due Date
Welcome Gain a welcome greeting Nei 11/12/2020
Preparation planning and reflection Nei 11/12/2020
(Agenda item 1) Produce a session plan for 3 weeks for

the communication skill coaching
Topic?
Nei 11/12/2020
(Agenda item 2) Review learing project and role play

out loud or discuss what would be done
differently
Topic?
P a g e 33 | 55
Nei 11/12/2020
(Agenda item 3) Challenge employees to come up with

2 creative business openers to be used
in the real world
Topic?
Summary Overall Summary Nei 11/12/2020
Woody has struggled with

communication and keeping the team
updated on his tasks. This has resulted
the lack of visibility and workflow
issues, so the coaching session goal is
to help Woody develop friendly
relationships with co-workers and
move visibility on what Woody is
working on
Decision/s
Woody need to prove his improvement

within 3 weeks
Action/s if any
Warning letter
Next Meeting time/date 11/01/2021 Nei 11/12/2020
Meeting closed at: 12/11/2020 Nei 11/12/2020
Minutes are a true and Approved/confirmed by whom? Nei 11/12/2020

accurate record of the
meeting
Meeting minutes template:
P a g e 34 | 55
Meeting Objective:
Woody has struggled with communication and keeping the team updated on his tasks. This has resulted
the lack of visibility and workflow issues, so the coaching session goal is to help Woody develop friendly
relationships with co-workers and move visibility on what Woody is working on
Decision/s
A communication skill coaching session need to be provided to Woody
Attendees:
Woody Wu
Nei Zhe
Ethan Wa
Venue:
Sydney Office
Date:
11/12/2021
No. Points Discussed Actions Suggested Target Date
1 Communication skills A communication 11/01/2021

skill coaching
session for Woody
2 Interpersonal skills An interpersonal 11/01/2021

skill coaching
session for Woody
3 Slack app status update Use Slack to catch 11/01/2021

up every day
4 Chat time every day Use Chat time to 11/01/2021

develop co-workers
relationship
P a g e 35 | 55
Signature of attendee 1: Signature of attendee 2:
Nei Zhe Woody Wu
Ethan Wa Andy Wa
Activity 4: Support ICT team during the implementation of the project
Activity context
The implementation of the ICT project has started. As a manager, you have the responsibility to support the
ICT team during the implementation of the project.
This activity requires you to support ICT team during the implementation of the project. To do so, you are
required to conduct two (2) fortnight meetings with the team members during the implementation of the
project.
The purpose of the meeting is to monitor the implementation of the project and support the team in achieving
team goals.
During the meetings, you are required to:
 Discuss the progress of the project.

 Support individuals in the achievement of the common team goals.
 Identify and brainstorm the following with the team:
o task-related issues and efficiencies
o the possible solutions.
 Measure team member performance against agreed work plans
 Discuss the challenges that the team members are facing
 Provide feedback to the team members based on the outcomes of the project
After the meeting, you are required to:
 Complete the meeting minutes template.

 Take actions to resolve and report task-related issues and inefficiencies identified during the meeting
and complete template 3.
 Use problem-solving skills to deal with the challenges faced by the team members and complete
template 3.
P a g e 36 | 55
P a g e 37 | 55
Meeting minutes template (Fortnight meeting 1):
Minutes of Meeting
Meeting Objective:
Discuss the progress of the project, Support individuals in the achievement of the common team goals
Attendees:
Woody Wu
Nei Zhe
Ethan Wa
Venue:
Sydney Office
Date:
11/12/2021

Measure individual member Plan coaching 15/12/2021
1 performance against agreed sessions for those
work plans members whose
performance is not
good enough
Discuss task-related issues and Manage 15/12/2021
efficiencies about individuals inefficiencies task
and improve them
2
Discuss the challenges that the Brainstorm 15/12/2021
individual members are facing challenges, all staff
need to provide at
3 least 2 creative
solutions about those
challenges.
Provide feedback to the set up a plan to 15/12/2021
4 individual members based on discuss and provide
P a g e 38 | 55
the outcomes of the project feedback to the team
members based on
the outcomes of the
project
Nei Zhe Woody Wu
Ethan Wa Andy Wa
Template 3: Fortnight meeting 1
Task-related issues and Actions taken to resolve the task-related issues and inefficiencies
inefficiencies identified (any two)
Understand your personal communication style
Bad communication skills with co-

workers
Respect people's preferred communication methods/tools
Stay constructive
Figure out how you’re currently spending your time.
Time management issues
Create a daily schedule—and stick with it.
Prioritize wisely.
Challenges faced by the team Actions taken to deal with the challenges faced by the team
members (any two) members
P a g e 39 | 55
. Engaged team members who are interested in what they do are
committed to the team mission and willing to going the extra mile.
Low engagement. They are there in body as well as mentally and emotionally. The key
to engagement is involvement; by involving others you make it
impossible to stay detached.
Change starts and ends with communication. Whenever you think

youve communicated enough, you need to communicate some more
Poor change management. and it needs to be interactive; listen, talk and involve.
Be aware of the change curve, the four predictable stages of change

are:
Denial/resistance
Emotional
Hopeful
Commitment
Each stage is needed but how long someone stays at each stage can
be managed and kept to a minimum.
P a g e 40 | 55
Meeting minutes template (Fortnight meeting 2):
Minutes of Meeting
Meeting Objective:
Discuss the progress of the project, Support team in the achievement of the common team goals
Attendees:
Woody Wu
Nei Zhe
Ethan Wa
Venue:
Sydney Office
Date:
11/12/2021

Measure team member
1 performance against agreed Plan coaching 15/12/2021
work plans sessions for those
members whose
performance is not
good enough
Discuss task-related issues and Manage 15/12/2021

efficiencies inefficiencies task
2 and improve them
Discuss the challenges that the
team members are facing Brainstorm 15/12/2021
challenges, all staff
3 need to provide at
least 2 creative
solutions about those
challenges.
P a g e 41 | 55
Nei Zhe Woody Wu
Ethan Wa Andy Wa
Template 3: Fortnight meeting 2
Task-related issues and Actions taken to resolve the task-related issues and inefficiencies
inefficiencies identified (any two)
Web design does not complete on Focus on one task at a time

time
Once you have your list for the day and you’ve delegated any tasks
as appropriate, it’s time to put your head down and get some work
done.
Set yourself blocks of time to focus on a task and don’t move onto
something else until you’ve finished. Methods such as the
Pomodoro technique can be a really effective way of helping keep
your focus.
Choose a Proper Home office
Work from home results working As much as home working is convenient for many as they can coop
inefficiency up in their bed or couch, it becomes challenging to resist the
temptation of sleep with our not-so-healthy sleep routine.
That way, you can either give in to your lethargy - which is highly
demotivating - or decide to come out of the enticement of your
typical home setting. The latter is always better and more
productive.
Challenges faced by the team Actions taken to deal with the challenges faced by the team
members (any two) members
. Not going in the same direction Spend time on this with team. This clarity provides a framework and
reason to be that can rally a team to work together. Keep in mind
P a g e 42 | 55
that visions need to be compelling and purposes meaningful. People
respond to the importance of both.
Lack of trust Team members absolutely need to know each other, both
professionally and personally. Otherwise they won’t understand
each other and they won’t want to engage because they havent made
that human connection so they won’t fully trust each other.
Activity 5: Prepare action plans based on the individual and team performance
Activity context
Management has asked you to evaluate the performance of the team members and provide them with
performance feedback.
This activity is a continuation of activity 4.
This activity requires you to conduct a performance review meeting with the ICT team. This meeting will be
conducted after the second-fortnight meeting conducted during the implementation of the project (Activity
4).
Before the meeting, you are required to:
 Evaluate the performance of a team member and the ICT team based on the outcomes of activity 4.
 Measure the team member’s and team’s performance against the performance plans prepared in
Activity 1.
 Identify specific learning and development opportunities to improve the team and individual
performance and behaviours
 Prepare a meeting agenda using the template provided.
During the meeting, you are required to:
 Greet the participants

 Discuss the performance deficiencies with the team members and the ICT team
P a g e 43 | 55
 Discuss the specific learning and development opportunities to improve team and individual
performance and behaviours.
 Prepare an action plan in consultation with the team member and the team. Include the following
details:
o Performance issues
o Learning and development opportunities
o Success criteria (KPIs) to measure success
o Timeframe to learning and development opportunities
o Resources required
 Agree on the action plan.
 Submit the completed individual action plan to the team member and the trainer/assessor.
 Submit the completed team action plan to the ICT team members and the trainer/assessor.
P a g e 44 | 55
Individual action plan template:
Individual action plan
Performance issues Learning and development Success criteria (KPIs) to Timeframe Resources
opportunities measure success
Communication Training courses about Yes 15 days Coaching sessions

issues communication skills
Time management development programs about No 10 days Company internal learning

time management programs
Lack of knowledge Online learning such as GitHub Yes 11 days Online learning websites
of coding
P a g e 45 | 55
Lack of knowledge development activities such as Yes 5 days Online learning websites
of designing learning HTML
Responsibility Development relationships with Yes 8 days Co-worker brainstorming in

co-workers, learning cultures of the company, responsibility
the company books.
P a g e 46 | 55
Team action plan template:
Team action plan
Performance issues Learning and development Success criteria (KPIs) to Timeframe Resources
opportunities measure success
App Bug Find out the bug area and re-do Yes 8 days Experienced app designers
it
Collaboration Recruit a good manager to lead No 11 days Online learning courses

whole team
Team commitment Set up bonus if the team can Yes 5 days Internal commitment
complete tasks on time meetings
P a g e 47 | 55
Behind the Improve tasks and distribute to Yes 22 days Slack and Gannt chart to
timeframe right employees again improve timeframe and
tasks
Work Quality Managers need to monitor and Yes 18 days Hardware improvement
check work quality regularly
P a g e 48 | 55
Activity 6: Monitor the outcomes of action plans
Activity context
Management has decided that the manager will a meeting with the team members/team to monitor the
outcomes of the implementation plans. This will help the manager to:
 Ensure that the team and individuals are working towards the KPIs and goals established in the action
plan
 Evaluate the success of learning and development opportunities.
This activity is a continuation of activity 5. This activity will be conducted after 15 days of the
implementation of the action plan prepared in Activity 5.
The agenda of the meeting is to monitor the outcomes of the action plan and evaluate the success of learning
and development opportunities.
Before the meeting, you are required to prepare a meeting agenda using the template provided.
When conducting the meeting, you are required to:
 Greet the individual/team.

 Discuss the following questions:
o Did the implementation take place?
o Was it successful?
 If yes:
 What improvements were you able to make?
 Do you recommend any further course of action?
 If no:
 What were the pitfalls?
 What will be the further course of action?
 What help do you require from the organisation?
 Agree on further solutions.
The individual/team members will:
 Answer the questions asked by the manager.

 Provide their feedback on the further course of actions.
P a g e 49 | 55
After the meeting, you must complete the meeting minutes template provided.
P a g e 50 | 55
Meeting agenda template:
Date/Time: 19/02/2021
Location: Sydney Office
Chairperson: Jia Weng
Meeting Attendees: Jia Weng (chariperson)
Full names and roles
Julia Zheng (LEAD DESIGNER)
James Wong(LEAD DEVELOPER)
Andy Song (WEB MANAGER)
Woody Wu (HR manager)
Agenda Item/Topic Discussion/Outcomes Action Officer Due Date
Welcome Greetings / Yes Jia Weng 20/02/2021
Web design complete on time /Yes Jia Weng 20/02/2021
(Agenda item 1)
Topic?
Jia Weng 20/02/2021

P a g e 51 | 55
(Agenda item 2) App design is not complete on time
(delay 2 days) / No
Topic?
Jia Weng 20/02/2021
(Agenda item 3) Communication skills improvement /

Yes
Topic?
Summary Overall Summary Jia Weng 20/02/2021
Web design complete on time but App

design does not complete on time. The
whole team improves their
communication skills
Decision/s
Further improvements need to take
Action/s if any
If cannot complete tasks on time,

warning letter would send to the team
Next Meeting time/date 22/03/2021 Jia Weng 20/02/2021
Meeting closed at: 19/02/2021 Jia Weng 20/02/2021
Minutes are a true and Approved/confirmed by whom? Jia Weng 20/02/2021

accurate record of the
meeting
Meeting minutes template:
P a g e 52 | 55
Minutes of Meeting
Meeting Objective:
 Discuss if everyone and the whole team complete tasks on time, any further improvements need to
take
Attendees:
Jia Weng (chariperson)
Julia Zheng (LEAD DESIGNER)
James Wong(LEAD DEVELOPER)
Andy Song (WEB MANAGER)
Woody Wu (HR manager)
Venue:
Sydney Office
Date:
20/02/2021
 What improvements were you able to make?

 Do you recommend any further course of action?
 If no:
P a g e 53 | 55
 What were the pitfalls?
 What will be the further course of action?
 What help do you require from the organisation?
1 Communication issues Communication 28/02/2021

issues has improved
very well. Further
coaching sessions
need to take
regularly
2 Time management Time management 28/02/2021

skills improved
slightly. Further
tasks distribution
skills need to be
monitored by
managers
3 App Bug App Bug did not fix 28/02/2021

on time, which
resulted app did not
complete on time.
Team commitment
was not good, we
need to enhance the
unity in the team.
We also need help
from 3rd app design
organisation to help
us design the app
4 Collaboration Collaboration with 28/02/2021

each team is good,
further
collaborations are
need in the next
P a g e 54 | 55
tasks.
Jia Weng (chariperson) Julia Zheng (LEAD DESIGNER)
James Wong(LEAD DEVELOPER) Andy Song (WEB MANAGER)
P a g e 55 | 55

BSBXTW401 Assessment Task 2

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BSBXTW401 Assessment Task 2

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Assessment Task 2: Skills Test

Assessment instructions and guidelines: Skills Test

 Skills Test - Lead and facilitate a team

Instructions provided to the student:

Assessment task description:

 This assessment task may be completed in:

Purpose of the assessment

Assessment task instructions

Simulated environment requirements

Assessment task environment

Requirements for the workplace simulation environment

The simulated environment consists of:

The simulated environment must meet the following criteria:

Opportunities for the student to: Yes/No/NA

Work in an ICT environment

Follow standard operating/workplace procedures

Use up-to-date software and equipment

Work within stated timelines to meet deadlines

Experience prioritising competing tasks and dealing with contingencies

Workplace environment to work with others in a team

Workplace environment to sufficient to communicate with diverse groups

Workplace environment sufficient to work independently and manage workload

Resources, tools, and equipment requirements

 Access to the simulated workplace to carry out the skills assessment

o Workplace policies and procedures.

Simulated workplace scenario

Roles and responsibilities

 Activity 1: Plan team outcomes

Assessment task instructions

Assessment task environment

This assessment task will be completed in your workplace.

The requirements for the workplace environment

The workplace must meet the following criteria:

Opportunities for students to: Yes/No/NA

Work in an ICT environment

Follow standard operating/workplace procedures

Use up-to-date software and equipment

Work within stated timelines to meet deadlines

Experience prioritising competing tasks and dealing with contingencies

Workplace environment to work with others in a team

Workplace environment to sufficient to communicate with diverse groups

Workplace sufficient to work independently and manage workload

Resources, tools, and equipment requirements

 Access to the actual workplace to carry out the skills assessment

o Workplace policies and procedures.

Roles and responsibilities

 Activity 1: Plan team outcomes

 Activity 1: Plan team outcomes

Activity 1: Plan team outcomes

Description of the activity

You must use template 1 to document your response.

Objectives of a workplace team, responsibilities and required outcome

ICT project details (30-50 words)

Team members Responsibilities

Required outcomes for the project (30-50 words)

Part B: Develop an individual performance plan

 Follow the communication guidelines

During the discussion

Following the discussion

 What values or behaviours will be particularly relevant to your role?

 What skills and knowledge do you need to focus on developing this

 How will new skills and knowledge be shared with others?

 What constitutes good performance in your current role?

 Are there any changes to the work environment or arrangements that