Unit 24 Employability skills Assignment Sample
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In this report employability skills are mentioned which are essential for entering the job market. In this report, the learners will understand that their responsibilities and performance when they enter the workplace. Employability skills are required for effective employment. In this report, own responsibilities and performance objectives and recommendation for improving those objectives will be mentioned. Motivational techniques which are used for improving the quality of performance will be reviewed. Interpersonal and transferable skills are also developed in this report. Different styles of communications which are used at various levels and effective time management strategies are also identified. In a dynamic working, the role people play and how they work together to achieve the goals are also explained. A different strategy is developed for solving the problem of labour turnover in an organization. The potential impact of implementing the strategy on the business will also be evaluated.
Introduction: In this report, I have chosen the organizationThomas Cook in the travel and tourism sector. The report will state the own responsibilities and performance objectives and also evaluate own effectiveness to achieve the objectives. Recommendations are made for the improvement of the organization and motivational techniques are stated to improve the quality of work.
P1.1 Develop a set of own responsibilities and performance objectives
There are number of employees required in order to carry out operation in a travel and tourism industry. The role and responsibilities required for each employee is different. Here, the role and performance objectives of a Customer Service Manager at Thomas Cook are described below:-
- Emphasis customer satisfaction so as to increase loyalty.
- Adhering to achieve high targets and managing discounts and rebates to secure sales.
- Maintaining the high level of standards in customer service.
- Adhering to regular compliance and audits.
- Making sure that employees undergo regular training
- Ensuring that all targets are achieved and the same is documented in a report.
- To investigate any loss occurred to the organisation
- Addressing to the complaints of the customers on daily basis and other problems faced by them
- Ensuring all the employment and customer-related legislations are given due consideration and respect.
- To take decisions regarding the performance management, finance-related issues, compilation of hiring requirements, report making, and other essential tasks.
Apart from the role and responsibilities, there are certain performance objectives also:-
- To ensure excellent services to the primary stakeholders and customers. For that purpose, the manager is required to measure the performance through the ratings provided by the customers in surveys or feedback.
- To provide a quality and world-class services in order to achieve high customer satisfaction. This can be done by setting goals that emphasise service quality.
- To set performance standards and help employees to identify and judge their individual performances and employee satisfaction.
- To implement a number of monitoring methods in order to measure employee’s performance.
- To hold review meeting, share customer feedback, highlight gaps and achievement along with progress and development.
- To determine the barriers to good performance, identify performance standard and objectives.
- To make strategies to curb the issues of underperformance and discuss performance improvement strategies.
- To develop a performance appraisal system for the organisation
P1.2 Evaluate own effectiveness against defined objectives
In order to check the performance and effectiveness, there are many methods and tools available, such as formal review system, peer review, performance appraisal system, and personal review of strengths and weaknesses.
Personal Review of Strengths and Weaknesses
Strong communication skills: I have strong both verbal and non-verbal communication skills. In addition to this, I have a strong ability to articulate directives, troubleshoot customer-related issues, discuss new initiatives taken up by the management, and ability to resolve disputes among employees.
High Confidence: Able to lead authoritatively and encourage an image of leadership and reliability.In addition to this, ability to stick to directional commitments is also present.
Transitional leadership capabilities: willing to change and grow with time and according to the environment of tourism industry. Eager to learn emerging technology in order to update my skill sets.
Good Decision-Making: I make decisions after gathering necessary information and ground investigation just to make sure that sound decisions are made. In addition, I critically analyse an alternatives after looking into its pros and cons
Teamwork: I prefer to work in a team and therefore, I promote teamwork. I significantly contribute to the overall objectives of the team. In addition, I promote team success rather than individual success.
Problem solving: Ability to identify the issues that customers, employees, and organisation is facing. I seek both internal and external help in order to resolve those issues at the earliest.
Bias: Sometimes managers give some special treatment to their high-performing employees by virtue of favouritism. This should not happen in the first place.
Poor Time Management: this is due to frequent distraction that results in last-minute rush, missed deadlines, and habitual tardiness.
Poor Team-building: Many a time, it happens that I fail to facilitate a healthy culture of working as a team collaboratively.
Too Strict towards work ethics: This should not be in the weaknesses but I respect work ethics and I punish those who do not follow them. This has spoiled some relations with my subordinate.
Poor Consistency: Inaccurate in completing work, repeated mistakes, irresponsible procedures of getting the task done.
Self-evaluation of my performance as a team leader:
- As a team leader, I perform several different types of tasks. I perform all the duties and responsibilities of team leader. My implemented strategy develops the efficiency level of the members of my team. Team members also tried their best to attain the goal of the business organisation.
- The knowledge development method also developed the procedure of work and efficiency of work. Team members also motivated by the terms and policies of the business organisation.
- My employed procedures take more than three months to start the reaction. It can be measured as a medium-term procedure for the business organisation.
- During the employment time, my team members cannot sustain the efficiency of work. Members of staff appearance many difficulties due to along session of training and service hours
- The developed policy will maximise the presentation of the team members. The development of quality also impacts the team members to accomplish well.
- My professional and personal planning of development will make an opportunity for the business organisation.
- I developed the teamwork that team work will maximise the mindset of the team members.
- My time frame was too long, so the business organisation has to wait for 4 to 5 months to get better in revert.
P1.3 Make recommendations for improvement
Based on the analysis of strengths and weaknesses, I have determined the areas of improvement and to be a better manager, it is my duty to convert them into my strengths. I should be providing equal opportunities to every member of the team in order to test their hidden capabilities. For this purpose, job rotation can serve as a most apt tool. In addition to this, for time management, I should be making use of software such as Microsoft Project. This way I will be able to allocate time to each task in more effective manner and can keep a check on its progress. Apart from this, training for time management can also be very helpful as it will provide a knowledge of eliminating the redundant processes and will save a lot of time.I have to improve my own skills and potentials and for that, I have some ideas which will help me to increase my area of thoughts and working capabilities. Through the pre-evaluation, I have to identify my own goals. For moving further in life, it is very important to pre-evaluatethings. By the analysis of my own strength’s weaknesses and opportunities, I will be able to know the areas where I need to improve. Another idea for rapid improvement is the setting of targets. Target settings important because then I will have clarity about the destination where I have to reach. The revision of my progress is also important. I can improve my skills by attending training classes and also learn from my superiors and subordinates. I can explore new things and information through the use of the internet. I have to monitor my own performance with the help of checklists and ranking method. Rating and ranking method will help me know where I actually stand in terms of my own performance. My improvement goals need to be measurable and achievable.
P1.4 Review how motivational techniques can be used to improve the quality of performance
The motivational technique not only motivates the employees of the company but also improves the quality of work. An effective working can be seen in the organization by following a proper motivation technique (Cameron and Green, 2015). The company Thomas Cook motivates his employees by giving those incentives, bonus, etc. so that they provide their full effort in doing the work. The company also provide promotions, accommodations, facilities like medical, transportation, etc. so that employees can work in an effective manner. Some of the motivation techniques are stated below:
Maslow’s hierarchy: This theory of motivation fulfils the needs of human from physiological needs to the achievement of self-actualization needs. The basic needs such as physiological needs and safety needs should be provided so that the employees work with full of enthusiasm (Gold J and et al., 2010). They should get basic needs such as food, water, warmth, etc. and should also give safety and security. The employee's esteem needs and belongingness should also be fulfilled such as intimate relationship, friends, prestige,andfeeling of accomplishment. The self-actualization needs such as creativity; morality, problem-solving, acceptance of facts, etc. also improves the employee’s motivation and their performance (Cameron and Green, 2015).
As per the views of Maslow’s hierarchy of needs, team leaders have to realise several satisfaction procedures like:
Physiological needs: To sustain the physiological needs, team leaders have to perceive and detect that the members of the team can manage their basic requirements like water, food, sleep, excretion, etc.Hence, team members include them in their responsibilities(Cameron and Green, 2015).
Safety needs:Perceiving and maintaining the basic safety requirements are the duties of team leaders. The team leader has top critically perceivea few things such as resource security, security of employment, security of health, etc.
Love or belonging: It has been perceiving that from time to time team members become true friends and too supportive and helpful also. Further, their team leaders have to determine their bondings and understandings between the team members and inspire them to do work in right or good manner, etc.(Leening, et.al., 2014).
Esteem needs: It is the duty if the team leader is to determine the esteem requirements of the team members. The esteem needs can be measured such as attainment, confidence level, respect of other staff, etc. the esteem requirements develop the tradition of work and inspire the team members to do work in a good manner.
Behavior theory: This theory of motivation explains the behavior of an individual employee in relation to the organization. If the employee’s behavior would be favourable then he could maintain the good relations with the subordinates. This theory judges individualbehaviour and identifies positive or negative behaviour (Basic requirements such asaathieu, et.al., 2014).
Conclusion: This report clearly states that motivation techniques are important for the organization as it improves the quality of working. Personal responsibility, direct and indirect relationship is stated in this report. Effectiveness against the defined objectives is stated in this report.
2.1 Develop solutions to work-based problems. You need to develop solutions to at least two work-based problems identified during your work experience or in your role as a manager at Travelodge Hotel (a written report).
Travelodge hotel Company deals with the common problems which can be seen in the hospitality sector. They face the problem of overbooking which rises due to the lack of communication in the organization. Due to this many of the bookings have to be canceledat the end moment (Cameron and Green, 2015). For dealing with such kind of problems it is important to establish the properly structured chain of communication so that an effective working can be done in the organization. The person should properly manage the arrangements and check the pre-bookings. Travelodge hotel should also be aware of the food supplies in the kitchen, how many tables are booked in the restaurant; customers are getting proper and equal attention, and also check the availability of manpower. The organizations are also facing the problems of proper planning, technology skills and time management (Epstein and Roy, 2012). To solve these problems in the organization the team leaders or the managers should conduct the group discussions, training sessions, seminars, coaching, etc. to improve the working conditions and to solve these problems in the organization (Little B and et al, 2004).
Training helps in solving many problems of the employees it helps them in learning the IT techniques and the use of the internet. Training helps in developing their skills, knowledge and improves their performance. The coaching session also improves the ability of the employees and helps in taking the decision making. The company should follow the scrutiny approach for the frequent and the smooth working in the organization as the equipment’s and the properties should be maintained properly (Leening, et.al., 2014).
2.2 Communicate in a variety of styles and appropriate manner at various levels. You need for example to write a formal letter to the senior management of the hotel to inform them about the problem and a memo to all staff
Travelodge Hotel Company
24 July 2017
This letter is to drag your attention towards the increasing problem of ineffective communication in the organization which haslead to inefficiencies in the work. The departments are not able to coordinate with each other properly. The employee turnover has also increased because of their dissatisfaction form the terms and policies of the company.
Sir, the issues need to be resolved as soon as possible to cover the losses and to avoid further loss. The incentives plans need to be reviewed and proper communication channels need to be introduced in the company to benefit the employees and well as the organization.
Memo to Staff
From: Manager, Travelodge Hotel Company
Date: 18- September 2018
Subject: information regarding the communication problem
The memo has been issued to inform all the employees in the organization regarding the prevailing problem of miscommunication in the workplace. The employees are also unsatisfied with some policies of the business. The departments are unable to coordinate with each other due to the ineffective communication medium.
These prominent problems have to lead to inefficiency in the works which is not good for the company. You all are requested to kindly follow the communication hierarchy in the organization so that there are no problems related to communication.
Communication can be done in various styles such as verbal and nonverbal. In verbal communication, the information’s are exchanged with the other people through the sounds, words or speaking. It includes auditory language such as tone, volume, pitch, etc., to contribute toeffective communication. In non-verbal communication, there is gestures, facial expressions, body movement, etc. which occurs without speaking to otherpeople (Cameron and Green, 2015). Inthe Travelodge hotel, mostly verbal communication takes place in which customers or the manager ‘stalk face to face or they do the conversation through telephones and emails. Travelodge Hotel also communicates with the people through online websites as many people could communicate on the vast scale.
2.3 Identify effective time-management strategies in relation to the work-based experience or in your role as a manager at Travelodge. Present your evidence as a written report to your line manager.
Travelodge hotel provides services to their customers in the restaurants so time should be managed properly to give the best services. As sales are increasing in the company so as to maintain the services with higher quality on time should be managed properly. The Travelodge hotel main focus is on the customers that whether they are happy or not, have they satisfied with the services, are their needs are fulfilled, etc. so that they will visit the Travelodge again and again. The manager can manage the time efficiency by writing in a diary or by maintaining the records on the computer. The time management strategies that can be used are as follows:
- Focusing on high-value activities: Before starting anything, it is important to identify the value of the work. To manage the time effectively, it is vital to focus on the activities that are more important for the organization.
- Minimize interruptions: Find a solution for the activities that may interrupt in between the important task. This will save time and will increase the efficiency.
- Limit Multitasking: Multitasking is done by many people at the workplaceand it is good as it increases the potentials. But multitasking must be limited to the extent of capabilities of an individual. Limited multitasking ensures good quality work with effective time management.
3.1 Explain the roles people play in a team and how they can work together to achieve shared goals
People in an organizationwork in a team to achieve shared as well as individual goals. There are various roles that the team members play when they work in a team:
- Friends: When people work in a team, there is an informal relationship created between them. This friendly behaviour helps the employees to build a positive working environment in the organization.
- Feedback provider: People in a team also act as the feedback providers. When one member is doing any mistake, the other intimate him about the mistake. This ensures good quality work in the team which is beneficial for the organization.
- Leader and follower: In every team, there is a leader who is followed by all the other members. The leader-follower relationship is important because the leader guides the members on the path through which they can achieve sharedgoals (Shields, et.al.,2015).
As three new employees have joined the organization so new strategies have been building up so that new team members can also participate. Effective communication is very important for the team so information could be exchanged easily. They can work together by understanding their skills and knowledge and building a friendly relationship.
According to the Belbin’s Team Roles, a team performs its best when each individual on the team has the clear responsibilityfor their work. Every role performed by an individual helps in achieving the goals of the organization. When you understand your role in the team then you how to manage your weakness and improve your strength. Belbin team model helps in managing the team and achieving the goals. In a team, there should be the different style of behaviour so that their weakness and strengths help in achieving the goals.
3.2 Analyse team dynamics
There are many team dynamics which is used in the organization and are very essential also. The team dynamic includes the stages which are stated below:
Forming: In this stage, the team handles the different tasks, learn the opportunities and face the challenges helps toachieving the goals and the targets of the company. This is the first stage so team members should be polite and should have the positive attitude to execute the plan (Georgiadis, 2014). Sometimes the team members don’t understand the kind of work leaders help them to execute the function. So, the leaders of the Travelodgeperform is role carefully.
Storming: In this stage team members fail to coordinate with each other and compete with team members to drag the attention of the leader (Katzenbach and Smith, 2015). The team member starts raising the issues and conflict start rising among each other. As everyone has different styles of doing work so their work and concepts don’t match with each other and conflicts arise in the market. The leader faces many problems in understanding those issue and reasons of conflicts.
Norming: In this stage, the team member’s coordinates with each other and understand the feelings of each other. They try to resolve the conflicts among them and also create harmony. In this stage, they fulfil the team goals and build a stronger commitment and leader ‘swatches the progress of the organization (Katzenbach and Smith, 2015).
Performing: Under this stage team members work hard to achieve the goals and objectives of the company. The leader not supports the team members in their decisions but also draw the design to regulate the functions to achieve the goals on time.
Figure: Team dynamic
Source: tools4manage.com, 2017
Team dynamic can be easily built by proper coordination and cooperation of the team members and their understanding by following the guidance of the team leaders (Georgiadis, 2014). Organisational behaviour should be properly maintained in the organization for the smooth working and remove the conflicts from the organization.
3.3 Suggest alternative ways to complete tasks and achieve team goals
Many alternative ways are adopted in the company to complete the task on time and to achieve the team goals in the organization:
- Proper planning: Proper planning can help the organization to achieve the targets and it will also ensure the proper allocation of resources.
- Time management: By managing the time effectively, the work can be completed on time.
- The motivation of employees: Another alternative solution for completing the task and achieving the goals effectively is through the proper motivation of employees. (Georgiadis, 2014). If the team members or the other employees have the positive attitude or confidence that the work would be done effectively.
- Hack man’s model: To improve the performance of the team member, the company can also implement the hack man’s model which states that targets can also be achieved by following the diversified culture in every team. The team should be the mixture of different cultures and should have the innovative skills and ideas to achieve the goals of the company.
- Effective communication: Proper communication and friendly working environments also boost up the energy of employees so targets could be achieved easily. The team goals can be achieved by taking the people of the different behaviour and with the different profession so if any problem arises when the other team member can seek out that and it also helps in achieving the goals. In a team, people should perform different roles such as a complete finisher, implementer, coordinator, investigator, specialist, etc. so that the team could be balanced in the proper way and goals could be achieved easily.
4.1 Evaluate tools and methods for developing solutions to problems with reference to your chosen organization or Travelodge Hotel
The company Thomas Cook faces many problems in dealing with the customers and providing services to them (Mathieu,et.al.,2012). There are problems of ineffective communication and labour turnover which is ultimately reducing the profitability of the business. There are various strategies that Thomas Cook can adaptto solve the problems of the organization which is as follows:
- Motivation techniques: The Company can use financial and nonfinancial motivators to satisfy the employees and reduce the labour This will also help to increase the work efficiencies of the employees.
- Training: Training is a very good method to develop desired skills in the employees. Proper training programs like on the job or off the job training can be used to increase the capabilities of the employees according to the needs of the dynamic business environment (Fowler, 2013).
- Reducing the communication gap between the superior and subordinate: Another strategy that the company can employ is reducing the communication gap. The reduction of communication hap will ensure proper and absolute delivery of messages.
4.2 Develop an appropriate strategy for resolving the problem of labor turnover in an organization of your choice
In the organization Thomas Cook, the problems of labor turnover can be resolved by the followingpoints:
Hire the right people: Choosing the right people for the organization helps in building strong skills (Shields, et.al., 2015). The employees should be hired who have the knowledge in the travel and tourism sector and who ratebehavioral and culturally fit the job.
More competitive pay and benefits: Employees will stick to the job only if they are getting better benefits, incentives, bonus and when they are compensated well (Fowler, 2013). If employees are not playing well then there are the chances of leaving their job so firstly research the market and then provide wages to them.
Give praise: Employees need encouragement to do something new, innovative and creative. Whenever an employeedoes something great just congratulatesthem it appraises their work and motivates them to do further good work (Mathieu,et.al.,2012).
Show the career path: If employees are stagnatedin one job for the longer period then their skills and knowledge have increased. So, giving them the career ladder like doing promotion in other country and showing the clear career path for the future helps them in learning the new skills.
Allow flexible work schedules: The working environment should be flexible for the employee so that they could adjust their work, time and location. To work in the free and flexible environment allow the employees to do work full of enthusiasm.
4.3 Evaluate the potential impact on the business of implementing the strategy. You should consider both financial and non-financial impacts on the business.
By implementing the strategy helps in building the capable organization. Creating and designing the strategies helps in supporting the corporate culture. Implementation of a business strategy may have positive as well as negative impacts on the organization. The financial impacts on the organizationthrough the implementation of a strategy are:
- Modification in the budget: Implementation of a strategy requires budget also. Modifications are done in the overall budget of the organization to arrange funds for the strategy implementation (Mathieu, et. al., 2012).
- Increase in the profits: After the introduction of a new business strategy, there may be positive effects on the profitability of the business because all the strategies are made for the betterment of the business.
The nonfinancial impacts on the organization are as follows:
- Improvement in Decision making: Employment of a new strategy in the business may improve the decision making the power of the management. The managerial decisions are vital for any organization and so it is important for the organization to take effective decisions.
- Popular brand name: The brand name of the company may also become popular by introducing a new business strategy which is good for the organization (Fowler, 2013).
- Improved quality of performance: By the employment of strategy, the performance level of the organization may also improve. This will ultimately benefit the company.
From the above report, it is concluded that the learners will get an opportunity to acquire the employability skills for an effective employment. In this report own responsibilities and performance is evaluated and the performance objectives are stated. Motivational theories are explained such as Maslow’s theory, behavioural theory, etc. Interpersonal and transferable skills are also developed through effective communication in the organization and by proper time management. The manager and the team members try to solve the problems by analyzing and researching the workplace. Different nature and dynamics of the team are explained and different strategies are developed for solving the problem. In this report role played by the team members are explained and different ways to complete the tasks to achieve the goals are also stated. Different tool and methods are explained which helps in developing the solution for the problems in the organization.
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