BSBTWK502 Student Guide 05-02-21.v1.0

BSBTWK502 Manage team effectiveness
Student Guide
BSBTWK502
MANAGE TEAM
EFFECTIVENESS
Contents
Overview 3
Topic 1: Establish team performance plan 4
Topic 2: Develop team cohesion 8
Topic 3: Facilitate teamwork and liaise with stakeholders 15
Overview
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.
BSBTWK502 Manage team effectiveness | 3

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
Image by Austin Distel on Unsplash

● teamwork
● clear objectives.
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.
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 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 ● Implementer
● Plant ● Team Worker
● Coordinator ● Specialist
● Monitor Evaluator ● Completer-Finisher.
● Resource Investigator
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?

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.
In small groups, think about the rewards and recognitions that you may have
received in the past that they have found most 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.
Activity: Read
Read more about KPIs for teams at:

https://www.projectmanager.com/training/8-essential-kpi-metrics-teams
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.
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.

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
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
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
Image by Startup Stock Photos on

● inviting feedback at any time.
Pexels
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:
Brainstorming sessions The Nominal Group technique
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

Sometimes teams have to overcome barriers to cohesion such as remote working arrangements.

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.

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-up-policies-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 Description

procedures
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
purpose of this policy and practice is to outline our
approach to 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 a policy and procedure and communicating policy and procedures to
staff.
Video: https://www.youtube.com/watch?v=BjrpvUOeHqI (07:07)
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.
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.
Being honest and providing clear communication 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)

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
● 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/best-practice-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.

Work in the same group that established a performance plan for the launch of electric
cars at the end of topic 1.
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

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
3. Be respectful to
1. Be direct and ask for 2. Set ground rules to
everyone and welcome
participation encourage participation
all ideas/suggestions
4. Push for active

5. Facilitate creative 6. Thank everyone for
participation throughout
thinking their contributions
the session

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
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
● 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:

identification measures comparison action
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.

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
● 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)

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
2. Use company
1. Identify and record the 3. Determine the impact
document to record the
problem clearly of every single problem
problem
4. Prioritise problems
5. Review all problems
based on the level of 6. Resolve problems as
and decide on the course
impact or risks to linked to effectively as possible
of action
it
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 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/
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 use. Also, determine three
strategies of how you will manage the task.
Manages team effectiveness
Task Company policies & Strategies you will use to manage the
procedures, any relevant tasks effectively
document
1. Provide feedback 1.
to the team
2.
3.
2. Reward others 1.
2.

3.
3. Model desired 1.
behaviour
2.
3.
4. Establish an 1.
understanding of
roles,
responsibilities 2.
and purpose
3.
5. Support with 1.
teams meet KPIs
2.
3.
6. Provide informal 1.
learning
opportunities
2.
3.
7. Provide formal 1.
learning
opportunities
2.
3.

8. Develop 1.
performance
plans
2.
3.
9. Update 1.
stakeholders on
team performance
2.
3.
10. Resolve conflict 1.
2.
3.
11. Gain team 1.

consensus
2.
3.

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BSBTWK502 Manage team effectiveness

Application of the unit

● 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.

BSBTWK502 Manage team effectiveness | 3

Goal setting is one of the first

Image by Austin Distel on Unsplash

Strategic or business plans outline the general strategies to be

Activity: Group work

Work in your teams:

Team performance plans

BSBTWK502 Manage team effectiveness | 4

BSBTWK502 Manage team effectiveness | 5

Review information about team performance plans at:

Activity: Research and discuss

● Plant ● Team Worker

● Monitor Evaluator ● Completer-Finisher.

Activity: Research and discuss

BSBTWK502 Manage team effectiveness | 6

● Is this the same role that you specified earlier?

Supporting team members

● explaining or clarifying policies, procedures, instructions standards, codes of conduct and

● supporting team members to complete tasks on time

● helping others if you have completed your tasks ahead of schedule

● assisting with problem-solving

● providing constructive feedback to other team members when appropriate

● sharing and updating information

● allocating mentors or coaches for support and training if required

Activity: Research and discuss

Team performance and key performance indicators

BSBTWK502 Manage team effectiveness | 8

Read more about KPIs for teams at:

Activity: Group work

Work in a group of four.

BSBTWK502 Manage team effectiveness | 9

BSBTWK502 Manage team effectiveness | 10

Watch the following videos on team dynamics.

Strategies to achieve team cohesion

Image by Andreas Klassen on Unsplash

Activity: Research and discuss

BSBTWK502 Manage team effectiveness | 11

● holding meetings regularly

● maintaining open communication

Image by Startup Stock Photos on

As a team leader, it will also be necessary to not only invite

Brainstorming sessions The Nominal Group technique

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

BSBTWK502 Manage team effectiveness | 12

Team cohesion for remote teams

BSBTWK502 Manage team effectiveness | 13

● Research 2-3 software tools.

● Compare and contrast each one.

● Use the demo to see how each works.

Policies and procedures

● There is a shared understanding of particular terms or issues.

It is essential to understand the difference between a policy and a procedure.

BSBTWK502 Manage team effectiveness | 14

Characteristics of acceptable policy and procedure documents

● They address all aspects of operations.