Cairns centre currently has seven employees. The current average performance of the team is currently at ‘meet requirements’, which is, a rating of 3.
Name of Staff |
Role |
Average Perfomance Rating |
Strengths |
Weaknesses |
Lachlan Miller |
Fitness Instructor |
2 |
Customer Service |
Lack of Team work Time Keeping |
Ashley Jackson |
Fitness Instructor |
3 |
Client Support Team Work |
Public Relations |
Sally Stowe |
Assistant Manager/Fitness Instructor |
3 |
Customer Service Public Relations |
Firmness with Staff Giving constructive feedback |
David Dawson |
Fitness Instructor |
3 |
Team Player Customer Service |
Growing Client List Varying fitness classes |
Jim Hunt |
Fitness Instructor |
3 |
Customer Development Customer Loyalty |
Team Work Organization |
Naomi Hamilton |
Fitness Instructor |
3 |
Team Work |
Problem Solving |
Paul Thomas |
Cairns Center Manager |
2 |
Staff Appraisal |
Communication Skills Leadership Collaboration Risk Management Problem Solving |
An analysis of the performance appraisals shows that there needs to be more teamwork. Teamwork is not effective in the Cairns centre and this has greatly affected workplace relationships. To enhance communication and teamwork in the Cairns team, the following guidelines will be put in place:
Building a communication culture – A communication culture will be created where the team will have both formal and informal meetings. This will assist all the employees to be comfortable with one another. Employee communication will be encouraged by making sure the meetings that are held are interactive.
Emphasizing on important messages – There will be emphasis on important messages by keeping them short and precise. Good work will be recognized in front of the team and follow up done on any issues that are raised by the staff.
Listening to employees – Mechanisms will be put in place to ensure that employees are listened to. Formal feedback methods will be put in place and input will be taken seriously. This will ensure that employees freely communicate to leaders and to one another.
The cairns team is a culturally diverse one. To make sure communication is effective across all the cultures, the team will try to understand the cultural differences in the Cairns team. The differences will be respected and communication will be done in such a way that all the team members understand.
There will be active listening so that everyone takes in what another is saying and that the team understands one another. This will enable everyone feel like part of the team as their concerns or suggestions will be listened to.
To ensure that the center manager is always available for the team members, the following steps will be taken:
When developing and refining new ideas, advice will also be sought from the general manager. The general manager is the overall head hence receiving her input will be great for the Cairns team.
Employee feedback was sought and it is evident that work is not being shared equally in the team. Some of the fitness instructors feel that they are doing more work that their colleagues. They feel that they are overworked yet some of the employees do not seem to have enough clients. Another issue that has been brought up is that some of the employees are unwilling to assist whenever others are overwhelmed. Some employees are not also active in looking for clients and do not seem to be willing to take on new clients hence making others over worked.
In solving these issues, a team meeting will be held and the issues affecting the team identified. The manager will communicate the concerns that have been noticed about the Cairns team and employees given a chance to speak about the same.
Internal and external consultations will be done on how this issue will be solved. The procedure for engaging external consultants at bounce fitness will be followed before any consultant is engaged. Internal consultation will also be carried out as per the internal communication strategy of bounce fitness.
Once consultations have been done, the teams will then brainstorm and list possible solutions to the current problem facing the team. The manager will ask each team member to suggest ways in which teamwork can be enhanced in the Cairns team. The team will then evaluate the options that have been given together. During this, the team will decide which solutions they think will be most effective to solve the current situation. The best solution will be selected and the team asked if they are all comfortable with whatever has been selected. While at this, the manager will express the fact that teamwork is key and all members should have equal roles hence no one should feel overworked. The problematic employees should be spoken to one on one so that they are given verbal warnings against their behavior. The agreements made will be documented nd monitoring and evaluation put in place to ensure that all the fitness instructors pull their weight. Any employee who breaches this will face disciplinary consequences.
The complaints policy ensures that there is consistent, fair and confidential handling of complaints for both customers and staff. The company aims to resolve complaints at the first point of contact. All complaints are recorded and monitored until resolution.
The customer service policy of bounce fitness states that all employees must deal with customers irrespective of their status in the company. Staff must be courteous and friendly at all times to customers.
The administrative policy states that emails must be used in a responsible manner. There will be limited personal use of email to ensure professional and efficient delivery of services.
The employee code of conduct sets out rules that guide employees to behave ethically and responsibly within the work place.
To maintain the confidence of customers and staff trust must be built. This will happen when there is constant fair treatment and important decisions are made with the contributions of everyone. Another important factor will be to pay attention and respond to what the stakeholders say and do. Stakeholder opinions must be responded to so that they feel part of the company. There must be commitment to stakeholders. The manager must show stakeholders that he wants to build a long-term relationship with them. Stakeholders must also be engaged so that loyalty can be built.
Bounce Fitness Stakeholder |
Type of communication |
Means of communication |
Stake in project |
Project Manager |
Telephone and One on One Meetings |
Electronic and Memo |
High-Ensures all deliverables are on course |
Project IT Engineer |
Telephone and One on One Meetings |
Electronic and Memo |
High-Designs Automated Mail Delivery System |
Marketing and Sales Team |
Telephone and One on One Meetings |
Electronic and Memo |
Medium – Marketing automated mail delivery system |
Finance Team |
Telephone and One on One Meetings |
Electronic and Memo |
High-Make sure that the project utilizes funds appropriately |
Customers |
Adverts and Email |
E-mail /Direct Mail |
Low- They will only adopt service if automated system is efficient and effective |
Employees |
Telephone and One on One Meetings |
Electronic and Memo |
High-Ensure project is successfully implemented |
Customer Increase-The networks that have been built have led to word of mouth marketing which has led to an increase in the number of customers. This has led to organizational growth.
Strong Brand – Bounce Fitness has strengthened its brand image due to its networks. This has helped the company to maintain customer loyalty as the networks have marketed them in a positive light
Industry Trends – Through establishment of networks, the company has been able to follow industry trends as they get to know early which trends are popular with customers. This has helped in the tailoring of services.
The networks that have been built by the company will lead to success of the new project. This is because the company already has a strong brand image. The networks will give reviews about the project and assist the company in knowing if they are on the right path.
In the role-play, the performance assessment for Lachlan Miller has been used and the relevant outcomes are indicated under each row.
Performance Appraisal for Lachlan Miller |
|
Collection of relevant information |
Relevant information was collected by interviewing the employee so as to know why they were not performing on the job and the challenges that he may be facing |
Communication of ideas |
The communication was done face to face and in a friendly manner so that the employee would not feel uncomfortable |
Issue resolution |
Employee was asked his views on how issues would be resolved, ideas were suggested to him and the same compared |
Treatment of internal and external contacts |
The internal and external contacts were treated with respect and empathy |
Use of standards |
The set policies and procedures were used in guiding the performance appraisal of the employee |
Trust and Confidence |
Confidentiality was maintained as per the policy |
Identify and analyse difficulties |
Identification of obstacles to employee performance was done and difficulties faced by the employee analysed |
Guide and Support |
A monitoring and evaluation plan put in place for the employee to guide perfomance |
Improving Outcomes |
Methods of improving performance were put in place and this was tracked |
Adjust Interpersonal Styles |
The manager adjusted the interpersonal style so as to interact with the employee on a personal level and drive performance |
Encouraging Team Members |
Team members were encouraged to communicate freely and to give feedback |
Conflict Management |
Conflict management was done impartially without taking sides |
Project Reports – Reports should be produced at each stage of the project and shared with stakeholders. This way, they will know how the project is progressing and raise any issues of concern as the project progresses
efining Acceptable Behavior – The organization sets up policies and procedures that govern everything done at the work place. Disciplinary policies are also put in place and this greatly assists in dealing with conflict.
Trust and Confidence has been developed by:
Managing difficulties into positive outcomes has been done through:
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