852 Kadian Ellis Employablity Skills 1876 105318159

Fairfield School Of Business
ANSWER SHEET FOR EMPLOYABILITY ASSIGNMENT

QUALIFICATION
UNIT NUMBER, TITLE & LEVEL
Pearson BTEC Level 5 HND

Diploma in Business (QCF)
Unit 47: Employability Skills

Level: 4
STUDENT ID & NAME
MODULE LEADER
Rebecca Natrajan
DATE ISSUED
COMPLETION DATE
SUBMITTED ON
23rd July 2016 before midday

ASSIGNMENT TITLE
INSTRUCTIONS
Understanding and Application Employability Skills

1. An electronic copy of your assessment must be fully uploaded by the deadline
date and time.
2. You must submit one single PDF or MS Office Word document.
3. Any relevant images or screenshots must be included within the same MS Office
Word or PDF document.
4. Review the mitigating circumstances policy for information relating to extensions.
5. The file size must not exceed 20MB.
6. Answer the questions in order, clearly indicating the assessment criteria number.
7. Ensure that all work has been proof-read and checked prior to submission.
8. Ensure that the layout of your documents are in a professional format with font
style Arial, font size 12 for the text, font 14 for sub heading and font 16 for main
heading, line spacing 1.5 and justified.
9. Use the Harvard referencing system to avoid plagiarism.
10. Ensure that you back-up your work regularly and apply version control to your
Level 5 HND Diploma Business Unit 47: Employability Skills
January2016

documents.
11. Ensure that any file you upload is virus-free, not corrupted and not protected by a
password otherwise it will be treated as a non-submission.
12. You must NOT submit a hard copy or email this assessment to any member of staff
at FSB.
13. Your work must be original with the appropriate referencing.
PLAGIARISM DECLARATION FORM
(All students must sign this form before submitting their work)
I declare that:
This assessment item is my own work, except where acknowledged, and has not been submitted for academic credit
elsewhere;
I have acknowledged any use of the published or unpublished works of other people
All reasonable care has been taken to ensure that no other person has been able to copy this work either in paper or electronic
form.
I acknowledge that the assessor of this item may, for the purpose of assessing this item:
Reproduce this assessment item and provide a copy to another member of the School; and/or,
Communicate a copy of this assessment item to a plagiarism checking service (which may then retain a copy of the
assessment item on its database for the purpose of future plagiarism checking).
PLAGIARISM
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Plagiarism is presenting somebody elses work as your own. It includes: copying information directly from the Web or books
without referencing the material; submitting joint coursework as an individual effort; copying another students coursework; stealing
or buying coursework from someone else and submitting it as your own work. Suspected plagiarism will be investigated and if
found to have occurred will be dealt with according to the procedures set down by the School.
Any student for whom it has been proved that they have plagiarized the work of others will be subject to the School's disciplinary
procedures which could result in them being dismissed from their course of study
Your work will be submitted for electronic plagiarism checking. Any attempt to bypass our plagiarism detection systems will be
treated as a severe Assessment Offence.
STUDENT NAME
STUDENT ID. NUMBER
Kadian ellis
F1501070
SIGNATURE
K ellis
DATE
22/07/2016
PURPOSE OF THIS ASSIGNMENT
All learners at all levels of education and experience require honed employability skills as a prerequisite to entering the job market.
This unit gives learners an opportunity to assess and develop an understanding of their own responsibilities and performance in,
or when entering, the workplace.
It considers the skills required for general employment, such as interpersonal and transferable skills, and the dynamics of working
with others in teams or groups including leadership and communication skills.
It also deals with the everyday working requirement of problem solving which includes the identification or specification of the
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problem, strategies for its solution and then evaluation of the results through reflective practices.
LEARNER DECLARATION
(All students must sign this form before submitting their work)
I declare that:
This assessment item is my own work, except where acknowledged, and has not been submitted for academic credit
elsewhere;
I have acknowledged any use of the published or unpublished works of other people
All reasonable care has been taken to ensure that no other person has been able to copy this work either in paper or electronic
form.
I acknowledge that the assessor of this item may, for the purpose of assessing this item:
Reproduce this assessment item and provide a copy to another member of the School; and/or,
Communicate a copy of this assessment item to a plagiarism checking service (which may then retain a copy of the assessment
item on its database for the purpose of future plagiarism checking).
STUDENT NAME
Kadian ellis
STUDENT ID. NUMBER

SIGNATURE
F1501070
K ellis
DATE
22/07/16
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EMPLOYABILITY SKILLS 2016
QUESTION 1.1
As you are about to complete your Pearson BTEC HND Level 5 Diploma, it is the right time to make a decision with regards to your
career and its progression .However, running the organisation combined with educating yourself is placing you under a lot of
pressure. You find that you have too much work and insufficient time. You understand that this pressure may be reduced by
creating an appropriate plan and implementing it effectively can enhance your probability of success. Develop a Career
Development Plan (PDP) for the next three years.
Personal Development Plan (PDP)

STUDENT NAME
Kadian Ellis
PERSONAL TUTOR
Richard Ngcobo
STUDENT ID NUMBER
F1501070
DATE OF THIS PDP
19th May 2016
COURSE TITLE
Pearson BTEC HND Level 5 Diploma in

Business
PDP REVIEW DATE
CAREER GOAL
Using the qualification you
will obtain at the end of the
HND Level 5 Diploma where
do you want to end up doing?
What will be your
destination?
Currently I am in the second year of study for the Pearson BTEC Level 5 HND. After completing this qualification
I plan to enrol for a one-year top-up degree course with London Metropolitan University in Health and Social
Care. After this, I plan to look for and find a job in the Health and Social Care sector, save money for the next ten
years up to a minimum (30,000); and then return to Jamaica to start my own business (a Bar and Restaurant) in
the north coast of the country.
OBJECTIVES (including
OBJECTIVES (milestones)
ACTIONS / ACTIVITIES
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knowledge, skills, earning
ability, professional
qualifications, and other
forms of personal
development and growth that
will inch you closer to your
career goal)
Complete my current studies on

record time and with good grades
(namely distinctions in all the three
modules). This will enable me to
enrol at university for the one-year
Top-up degree.
1.1
Ensure that I attend classes strictly according my Time-Table;

and make everyday count towards my personal development.
1.2
Ensure that I pass all the modules that I am currently doing

(and those I will do in the Sept-Dec Term) with a Merit or
Distinction, so as to be able to gain entry to the Top-up
course.
1.3
Apply for admission to the London Metropolitan University for

January 2017.
1.4
After being admitted to university, ensure that I work hard and

focus on my studies so that at the end of the year I can
achieve the Level 6 qualification.
Develop a comprehensive Business

Plan that outlines the business that I
plan to establish in Jamaica, as well
as sources of finance that I will use
to amass the required capital. My
Business will also contain details of
the personnel I will need as well
other stakeholders that my business
will rely upon.
2.1
Maintain my current employment and continue working so as

to save as much funds as possible.
2.2
Seek advice from relevant experts, including an Accountant, a

Solicitor and people who are already running successful
businesses in the same sector where my business will
operate.
2.3
Identify all the relevant stakeholders that I will work with when
my business starts.
Undertake an information-gathering
trip/visit to the north coast of
Jamaica to explore the environment,
speak to relevant officials, collect
data/information pertaining to the
type of business I plan to set up.
3.1
Plan a trip to Jamaica (by identifying a date of travel, making

a reservation, and arranging accommodation).
3.2
Visit Estate agents in the north coast of Jamaica in order to

get prices of either vacant land or building suitable for my
business.
3.3
Consider security measures that I will need to take in order to
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ensure that my customers and all other stakeholders that I will
work with are safe this includes my own safety as a
business owner.
4
SUCCESS CRITERIA /
INDICATORS
How will you know when you
have achieved the objectives
and/or the goal?
Explore and Identify potential

suppliers who would supply my Bar
and Restaurant business with the
relevant goods and/or services that I
will provide to my customers.
4.1
Visit the local food market to introduce myself and begin to

establish a working relationship with them.
4.2
Begin to develop a database of suppliers by collecting names

and contact details of relevant potential suppliers.
4.3
Begin to advertise my business by informing the local people

about my plan of starting a Bar and Restaurant business. I
will also make a arrangement to visit the local radio station to
speak to the local folks about my plans.
For me to know that I have achieved the first Objective, I will be able to show the following evidence:
(1) A Level 5 Higher National Diploma certificate.
(2) An admission Letter to London Met University
(3) Level 6 degree certificate
For me to know that I have achieved the second Objective, I will be able to show the following evidence:
(1) A Business Plan will be in place.
(2) A Bank Statement that shows the planned amount of money in my Savings Account.
(3) A Title Deed for the piece of land on which I will build my business.
For me to know that I have achieved the third Objective, I will be able to show the following evidence:
(1) Confirmation of a flight reservation.
(2) Confirmation of a vehicle reservation from one of the local Car Rental companies.
(3) Notes that I would have taken at my meetings with relevant officials.
(4) Pictures of the areas that I visited in Jamaica as well pictures of people.
For me to know that I have achieved the fourth Objective, I will be able to show the following evidence:
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(1) Samples of food that I will sell in my business in order to identify the quality
(2)
RESOURCES REQUIRED
This includes personal
assistance, mentoring,
financial support, guidance,
etc
Family and family for emotional support.
Financial resources and support from banks and other financial institutions.
Personnel (staff) to play a variety of roles within my business.
Mentoring and guidance from other business owners in the area (particularly those who are experienced
and are running successful businesses)
5
POSSIBLE CHALLENGE(S)
THAT YOU MAY
ENCOUNTER
STRATEGY/IES FOR
OVERCOMING
CHALLENGE(S)
Competition may present formidable challenges.
Extortion from local gang members (for my own protection and that of my customers and other
stakeholders)
Government officials may not co-operate with me in granting a Trading License or Building Permission.
Provide unique and different products and customer service.
Employ security personnel, build high walls around the business premises, procure protection against
cyber criminals. Creating favourable and cordial relationships with relevant people stakeholders.
Establish a good working relationship with local Government officials.
REVIEW DATE FOR YOUR

PERSONAL DEVELOPMENT
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PLAN
SIGNATURE
QUESTION 1.1 - Develop a set of own responsibilities and objectives that can be used to help you manage your learning needs
whilst running the organisation
RESPONSIBILITIES, OBJECTIVES, TRAINING AND SUPPORT

DATE
22/07/16
NAME
Kadian ellis
JOB TITLE
carer
JOB RESPONSIBILITIES (KEY

PERFORMANCE AREAS / GOALS)
Work in line with the Care Plan and
contribute to stakeholder meetings as
requested (support workers) or maintain
a diary whilst the client is on placement
(host home providers)
OBJECTIVES
1.1
Create evidence
1.2
Keep and create evidence of customer record on procedures carried out

on them, to monitor progress or things that needed to be assessed or
improved on for e.g. service may need to change for a particular client for
Special care plan improvement.
1.3
Ensure that I have enough supplies, by checking my supplies and

Make sure that I dont run out of supplies.
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2
Observe and report changes in clients

health and wellbeing
2.1
Ensure clear communication on clients health procedure to be carried out
2.2
I also monitor the client behaviour.
2.3
3
personal care showering, dressing,

toileting
3.1
Facilitate clients to make, sure that clients get the best care possible
3.2
Treating people in a clean, safe, environment and protecting them from

unnecessary harm.
3.3
Ensure that patients continue to receive high quality care every time care that is effective, safe and results in patients having as positive an
experience as possible.
OTHER WORK RESPONSIBILITIES

4
medication prompts
social support and companionship
6
LIST TRAINING AND DEVELOPMENT NEEDED AND ESTIMATED COST OF SUCH TRAINING
1
AMOUNT IN
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10

3
ANY OTHER SUPPORT REQUIRED
WHO CAN HELP MEET THIS NEED? GIVE NAME OR

DESIGNATION
1
2
3
SIGNATURE:
k ellis
DATE:19/07/2016
QUESTIONS 1.2 & M1 - Refer to the responsibilities and objectives outlined in Question 1.1; and evaluate your
own effectiveness against these defined objectives
OBJECTIVES
1.1 Create evidence for all task carried out and
time prove of presents
EVALUATION OF MY EFFECTIVENESS AGAINST EACH OBJECTIVE

[N.B. your answer to this section will earn you a Pass or Merit]
In my opinion I have achieve this particular objective by ensuring that
everything is documented.
1.2 Ensure that I have enough time, by checking my

time sheets.
1.3 I also monitor the clients wellbeing at all times
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2.1
Making sure that everything is reported to my
line manager.
2.2 Ensure clear communication on clients to be
carried out accurately.
2.3 Ensure that the care and procedures is carried
out at all times.
3.1 Ensure good customer service to clients at all
times.
3.2
3.3
QUESTION 1.3 - Conduct a self-audit to determine your strengths and weaknesses specifically in relation to the plan. Then,
recommend how to convert your weaknesses into strengths and make an overall improvement. Highlight only two strengths and
two weaknesses. Recommend how you plan to convert the weaknesses into strengths.
SELF-AUDIT TO DETERMINE STRENGTHS & WEAKNESSES

In the light of my Objectives and Responsibilities within my Area of Responsibility, I have identified areas in which I am good in
which I have knowledge, clear understanding of all the requirements and dynamics, and in which I have proper and appropriate
skills. These are referred to as My STRENGTHS in the Table below.
I have also identified areas in which I lack sufficient knowledge and skills; and which I need to develop myself. I refer to these as
My WEAKNESSES. I have included these in my Personal Development Plan as areas in which I need training and support.
My STRENGTHS
My WEAKNESSES
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12

1
One of my greatest strengths in my area of

responsibility is communication; I am able to
communicate effectively with people at different levels
within my work environment offering customer
service. I am strong in both written and verbal
communication
One of the areas that I have fully recognise I am weak in is

that I need to develop my computer skills especially in the
area of Microsoft excel, I do fall short on the use of MS excel
for doing spreadsheets and calculations.
My second greatest strength is being a leader. I am

fully aware that I can take control of any situation and
make good of it effectively to achieve my goal as well
of the needs of others within my environment and
objective that is satisfying
My second weakness is competency interviews. This is area I

need to work at very hard at and confidence is lacking.
PLAN TO CONVERT WEAKNESSES TO STRENGTHS

Introduction: In this Plan I highlight two of my strengths and identify two weaknesses that I will target for reduction or even
elimination. I outline in the Plan some recommendations about what I can do to turn the identified weaknesses to strengths. I also
include suggestions about the kind of support I will need from my Supervisor as well as the other Team members.
STRENGTHS
No.
Strengths
One of my greatest strengths in my area of

responsibility is communication; I am able to
communicate effectively with people at different
levels within my work environment offering customer
service. I am strong in both written and verbal
communication.
State why this strength is important for the

performance of your responsibilities
Communication strength is very important in my everyday
responsibilities to perform effectively in my work environment
dealing with customers from different ethnic backgrounds and
culture. It is of vital importance to listen carefully to develop clear
understanding in order to deliver the correct service, product or
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2
My second greatest strength is being a leader. I am

fully aware that I can take control of any situation and
make good of it effectively to achieve my goal as well
of the needs of others within my environment and
objective that is satisfying.
information that is satisfying to the customers in making them

happy.
Leadership skills are vital for me as a self-employed individual to
accomplish repeat purchases and dealing with customers and staffs
on a daily basis. To keep my business afloat I have to show good
quality leadership skills which involves, listening, motivating, and
resolving conflict satisfying to both parties involved.
WEAKNESSES
No.
Weakness
1 One of the areas that I have fully recognise I am
weak in is that I need to develop my computer skills

especially in the area of Microsoft excel, I do fall
short on the use of MS excel for doing spreadsheets
and calculations
My second weakness is competency interviews. This

is area I need to work at very hard at and confidence
is lacking.
Recommendation as to how to convert it to a strength

My first step towards converting my weakness into strength is to
recognise my weakness, which I have done. Secondly I will enrol
myself on a advance computer course, which will enable me to
overcome this obstacle in strengthening my computer skills in
becoming more competent in performing task in spreadsheets and
calculations
In order to overcome this weakness of not being confident in
interview, I need to:
a. Recognise it as an area of development that I must work on
and improve;
b. Seek guidance from my lecturers on the techniques of
dealing with interview situations in an effective way;
c. Access information on the internet about successful interview
skills and techniques
d. Access books and journals (in the library) and read about
ways I can improve my skills in this area and improve my level of
confidence
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14
QUESTION 1.4
As an HR Manager in charge at Brixton unit, one of your other branch managers at Bromley has approached you to inform you that
their companys staff performance has been dropping recently due to lack of motivation on the part of the employees. As an expert
in the area, review how motivational techniques can be applied to improve the quality and productivity of staff performance
Introduction
In this part of the assignment the writer summarizes the advice that he/she will provide to Costa Coffee management regarding the
motivation of their employees in the performance of their duties and responsibilities. In particular, the write focuses on the following
THREE motivational techniques, which he/she believes will enhance the employees ability to do their work more effectively:
1. Recognize individual differences in people.

Identity comprises of the stable mental qualities and behavioural characteristics that give a man his or her personality. There are
five identity measurements and five identity characteristics that administrators should know about to comprehend working
environment conduct. The Big Five identity measurements are extroversion, appropriateness, principles, passionate soundness,
and openness to encounter. Extroversion, a friendly identity, is connected with accomplishment for administrators and sales
representatives. Scruples, or a tried and true identity, are connected with effective occupation execution. There are five identity
characteristics that supervisors should know about with a specific end goal to comprehend work environment conduct.
(1) Locus of control shows the amount of individuals trust they control their destiny through their own endeavours.
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(2) Self-viability is the faith in one's close to home capacity to do an errand. Low self-viability is connected with educated
powerlessness, the crippling absence of confidence in one's capacity to control one's surroundings.
(3) Self-regard is the degree to which individuals like or abhorrence themselves.
(4) Self-checking is the degree to which individuals can watch their own conduct and adjust it to outer circumstances.
(5) Emotional knowledge demonstrates the capacity to adapt, feel for others, and act naturally persuaded.
As a Managers I should be aware of business related dispositions doing with occupation fulfilment, the degree to which you feel
decidedly or contrarily about different parts of your work association, the degree to which you recognize or are actually required
with your employment and hierarchical responsibility, mirroring the degree to which a representative relates to an association and is
focused on its objectives. Among the sorts of conduct that administrators need to impact are execution and efficiency nonattendance, when a worker doesn't appear up for work, and turnover, when representatives leave their occupations hierarchical
citizenship practices, those worker practices that are not specifically an aspect of representatives' responsibilities depictionsthat
surpass their work-part necessities; and counterproductive work practices, practices that mischief workers and the association all in
all. Identity comprises of the stable mental characteristics and behavioural traits that give a man his or her personality. There are
five identity measurements and five identity qualities that supervisors should know about to comprehend working environment
conduct. The Big Five identity measurements are extroversion, appropriateness, good faith, passionate steadiness, and openness
to encounter. Extroversion, a friendly identity, is connected with accomplishment for directors and business people. Principles, or a
trustworthy identity, is corresponded with fruitful employment execution. A man who scores well on good faith might be a proactive
identity, somebody who is more adept to take activity and drive forward to impact the earth. There are five identity qualities that
chiefs should know about with a specific end goal to comprehend work environment conduct. Locus of control shows the amount of
individuals trust they control their destiny through their own endeavours. Self-viability is the faith in one's close to home capacity to
do an undertaking. Low self-adequacy is connected with scholarly vulnerability, the incapacitating absence of confidence in one's
capacity to control one's surroundings. Self-regard is the degree to which individuals like or aversion themselves, Self-checking is
the degree to which individuals can watch their own conduct and adjust it to outer circumstances. Enthusiastic insight shows the
capacity to adapt, feel for others, and act naturally roused. Anxiety is the pressure individuals feel when they are confronting or
persevering exceptional requests, imperatives, or opportunities and are indeterminate about their capacity to handle them
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successfully. Anxiety is the sentiment strain and weight; the wellspring of anxiety is known as a stressor. There are six wellsprings
of weight at work: Demands made by individual contrasts may emerge from a Type A conduct design, which means individuals
have the identity trademark that includes them in an unending, decided battle to perform more in less time. Singular errand
requests are the anxieties made by the employment itself. Singular part requests are the hassles made by other individuals' desires
of you. Parts are sets of practices that individuals expect of tenants of a position. Anxiety may occur in view of part over-burden,
part struggle, or part uncertainty. Bunch requests are the hassles made by collaborators and administrators. Authoritative requests
are the burdens made by the earth and culture of the association. (No work requests are the anxieties made by powers outside the
association, for example, cash issues or separation. Positive anxiety can be helpful. Negative anxiety can bring about low quality
work; such stretch is uncovered through physiological, mental, or behavioural signs. One sign is burnout, a condition of passionate,
mental, and even physical depletion. There are cradles, or regulatory changes that administrators can make to diminish the
stressors that lead to worker burnout, for example, including additional staff or giving representatives more energy to decide. Some
broad authoritative techniques for lessening undesirable stressors are to take off representative help programs, suggest an all
encompassing health approach, make a steady domain, make occupations intriguing, and make vocation directing accessible.
2. Match people to appropriate jobs.

As a manager I should recognize that individuals representatives are an asset that I can use to accomplish hierarchical objectives.
It is along these lines critical that I keep my group spurred at all times so that their execution and level of profitability meet the set
measures and criteria.
I should likewise perceive that labourers originate from an assortment of back grounds and that they convey to the association an
assortment of aptitudes, ability, and mentality. It is fundamental for me as a chief to survey the specialists level of training, sort of
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experience they have and to some degree, their advantage preference. This will empower me as a supervisor to match workers to
the right employment they are most suited to do. This situation in itself will rouse the representative, realizing that their advantage
are perceived and cratered for .notwithstanding when the labourers are coordinated to carry out the employments they are most
suited to do, it doesn't mean the end of their advancement. Consequently as a director, i will keep on creating open doors for each
of my colleagues to create and enhance themselves to the extent I know there, learning, aptitudes and expert dispositions are
concerned .this methodology will absolutely spur my group and empower them to play out their obligations and obligations to do the
best of their capacities. This thusly will encourage the accomplishment of the objectives association that we work for. The above
talk/contention can be bolstered with Fredrick Herzberg' two factor hypothesis which reasoned that,keeping in mind the end goal
to rouse their specialists or group directors ought to execute any or all the three systems that he created in his hypothesis, to be
specific; Work growth by which he implied that administrators ought to make more prominent assortment in the assignments that
representatives do. Work enhancement by which he implied that administrators ought to make a more extensive scope of more
mind boggling, fascinating and testing undertaking that will support development and improvement on the part or the
representatives; and Empowerment, by which he implied that directors ought to delegate more powers to worker so that the last
can settle on their own choices relating to their, range of obligations.
3. Create a positive work environment

As a manager to get the most out of your representatives, you need to make a positive workplace for the whole group. At the point
when individuals feel idealistic, acknowledged and upbeat, they turn out to be more enthused and accomplish better results .Isn't
that a pleasant equation? Yes, it requires significant investment out of your day, however the way toward making a cheerful work
environment conveys a feeling of reason to your work and results in dedicated exhibitions. Besides as an administrator my in
charge of supporting my group, not simply creating incredible task results regardless of the expense of my group.
When you attempt to interface with your colleagues in individualfreely and as a gatheringyou're setting up a position of minding
that rouses people in a wide range of insane great ways. It's anything but difficult to send short messages and messages, and after
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that depend on these little cooperation for the greater part of your contact. On the other hand, you can concentrate on the main
priority next and neglect to calmly inhale, glance around, and get the chance to be familiar with your representatives. Try not to drop
into this trench. as an option, get some information about their immediate objectives and undertaking interests and in addition their
profession targets. Moreover, remember: We're all human, and most people react well to the genuine articlein-individual
correspondence that says "you matter." One of the real objections from workers is that they don't feel increased in value. The
minute somebody gives us a "decent employment" or "you had any kind of effect on this anticipate," we have an inclination that we
matter in a way that gives our work a feeling of reason. In case you're not all that slanted to give out talked gold stars, a simple spot
to begin is with a simple "much obliged. The following stride is to give significant appreciation. String the high-fives and "pleasant
occupations" with a more nitty gritty picture behind your affirmation. Along these lines, your workers can comprehend what they're
doing great, and accomplish a greater amount of it. Additionally, point by point acclaim shows you're focusing and not tossing
around unfilled expressions. At the point when individuals feel like they're doing great work, they need to meet people's high
expectations significantly more. Your whole group has awesome thoughts. They're in the trenches throughout the day, conveying
their own particular experience and points of view to the part of the venture they're cantered around. For instance, if there's an
approach to make spreadsheets more effective or frosty calls more gainful, the colleagues know how. It's enticing to stay with
convention since you realize that functions admirably. In any case, nowadays the world moves so quick no one can bear to stay
with a business as usual for a really long time. So all things considered, make it an arrangement to listen to new thoughts (you
could structure fitting eras for this, as well), and this will tell everybody they're a profitable part of the group. Try the smart thoughts
out; you never recognize what may happenother than the group turns out to be more put resources into their work and the
venture result, for one thing. This is a harder principle to hone for some more than others. So attempt to default to the suspicion
that your group is comprised of grown-up, obligation taking, able labourers that don't should be dealt with like kids. (At last,
individuals act the way they're dealt with.) In activity terms, this implies when you appoint, truly let go and let the individual possess
the assignment you gave them. You can likewise impart trust by approaching colleagues to settle on choices as far as concerns
them of the undertaking, as: Recommending when and if gatherings ought to happen Expecting barriers and conveys those to the
gathering Expecting that your group needs the best for the undertaking. What's more, in the event that you sense the beginnings of
some negative juju kicking up, welcome dialogs about office arrangement; see what the larger part considers.
Everybody needs to have a fabulous time at workdespite the fact that everybody characterizes "fun" a little in an unexpected way.
Still, in the event that you can keep the past four tips in real life, then funor a feeling of delight and having the capacity to act
naturally at workturns into a more common an aspect of everybody's responsibilities. Fun happens when individuals feel very
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much associated with a group where there's common admiration, open correspondence, acknowledgment of who individuals are
and everybody's teaming up and moving in the direction of the same objective. At the point when groups are functioning admirably
together, it makes it less demanding to be unconstrained and have a great time whether it's a very late Football Friday party after
a venture dispatch, or a brief interruption toward the evening to tell stories and have a couple giggles over themes that have
nothing to do about work. Some of the time we as a whole need a break from the reality of business. What's more, recollect
whether you're a group pioneer or colleague, everybody assumes a part in adding to your workplace. Directors should be aware of
business related mentalities doing with occupation fulfilment, the degree to which you feel decidedly or adversely about different
parts of your work association, the degree to which you recognize or are by and by included with your employment; and hierarchical
duty, mirroring the degree to which a worker relates to an association and is focused on its objectives. Among the sorts of conduct
that chiefs need to impact are execution and efficiency non-attendance, when a representative doesn't appear
TASK 2: Be able to develop interpersonal and transferable skills

QUESTION 2.1 - Develop a solution to help the organisation to introduce the proposed changes
Introduction
As a manager in charge of operations in my organisation, I do encounter a variety of problems pertaining to my area of
responsibility. Some of the problems are of an operational nature, others relate to company policy, while others are of an
operational nature. In each case I have the responsibility of getting to grips with the problem, seeking and finding a solution,
implementing the solution and ensuring that the solution is of a long-term nature.
This brief report outlines six steps that I intend to follow in resolving the problem as described below. The logical steps I will follow
include defining the problem, generating and evaluating alternative solutions, selecting the best solution under the circumstances,
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implementing and evaluating the selected solution.
Brief background to the problem

As an assistant HR manager of Costa coffee and an expert in change management I have been requested by the senior
management for advice on solving a problem pertaining to some stakeholders who will not accept changes that the senior
management plan to implement within the organisation. On the basis of my knowledge and experience I propose below one of the
problem solving methods/ techniques that Costa coffee can use to solve the problem at hand
Problem-solving process suggested for the problem at hand

Step 1 Define the problem
The senior managers of Costa coffee have suggested some fundamental changes aimed at improving organisational
performance. Some stakeholders especially the employees, suppliers and some shareholders have rejected the proposed
changes for a variety of reasons.
Step 2 Generate alternative solutions by means of brainstorming, mind-mapping, etc
Possible Solution 1:
The senior management in consultation with the Board of Directors decide type and nature of the changes they want to
implement. They develop an Action Plan and formulate the necessary policy for implementing the new systematic, procedural and
structural changes, and simply impose these changes on all affected parties. They then take steps to enforce the changes to
ensure that they take root within Costa Coffee.
Convene a meeting of all affected stakeholders; and explain clearly and transparently all the proposed changes in detail. Ask for
suggestions
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Appoint and external consultant (or firm of consultants) and assign them a duty of conducting a feasibility study (to assess
possibilities) on the basis of the results of such a study, the consultant will plan, design, implement and manage a new system
within Costa Coffee, ensuring at all time that the changes desired by the Senior Management are incorporated.
Step 3
Evaluate alternative solutions

solution
Strengths
Weaknesses
It saves time and money (its quick).It is easy to manage
There is less confusion on the part of the affected parties (it is easy to follow).
2 Generate alternative solutions by means of brainstorming, mind-mapping, etc
Possible solution 1
The senior management in consultation with the Board of Directors decide type and nature of the changes they want to
implement. They develop an action plan and formulate the necessary policy for implementing the new systematic,
procedural and structural changes, and simply impose those changes on all affected parties. They then take steps to
enforce the changes in ensure that they take root within Costa Coffee.
Possible solution 2
Convene a meeting of all affected stakeholders and explain clearly and transparently all the proposed change in
detail. Asw for ideas and suggestions, and agree on a Way Forward, on the basis of the resolutions (decisions)
taken by the meeting, generate a viable solution for the problem at hand, ensuring that the affected
stakeholders are reasonable accommodated. Develop better communication between management and its
stakeholders, to develop clear understanding.
Highlights the benefit and the reason for the changes
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Highlight opportunity that can arise from these changes.

Involve the stakeholders who will be affected by these potential changes because they will more likely to feel a
part of the decision making and change process.
Possible solution 3
Appoint and external consultant (or firm of consultants) and assign them a duty of conducting a feasibility study (to
assess possibilities) on the basis of the results of such a study, the consultant will plan, design, implement and
manage a new system within Costa Coffee, ensuring at all time that the changes desired by the Senior Management
are incorporated
Step 4 Select the best possible solution

On the basic of the evaluation of the three alternative solution described in step 3 above I have chosen solution 1 as the best or
most valuable solution to the problem at hand .the justification for this choice is that the senior management had already
attempted to implement changes within the organisation ,which the stakeholders rejected
Adopting an uncomprasing approach of imposing the changes they desire for Costa coffee would cost less resource in terms of
money and time .this approach would also put the management in a stronger position of exercising their authority to the full, in the
best interest of the organisation.
Step 5
Implement the selected solution
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This about putting in action the selected solution .implementation may entail/involve some or all the following
A) assign the task of implementing the chosen solution to a committee or task team
B) appoint a co-ordinator to lead the team (or get the team to appoint a leader from among themselves )
C) get the team to draft a programme of action ( implementation programme )that the task team will follow this is based on the
terms of reference provide by the senior management
D) provide a finical budget for implementing the chosen solution
E) develop a set of success criteria which will enable the team ( or the organisation as a whole) to evaluate the success or
otherwise of the whole process
Step 6 Evaluate the solution

After implementing the selected solution the logical step is to assess the extent of its success, in other words .is it working as
expected or is it not?
We need to bear in mind that the problem we are trying to solve is that of the stakeholders who would not accept changes
suggested by Costa coffees senior management.
At this stage of the process the question we need to ask ourselves is following the implementation of the preferred solution ,what
is the percentage of the affected stake holders (employees, suppliers and stakeholders) who have given positive feedback about
the new changes ?to what extent have Costa coffee employees(workers),suppliers and shareholders fully accepted and embrace
the changes that have recently been implemented .
Conclusion
From the foregoing discussion it is clear that the utilisation of the variety of the problem solving ,methods /techniques/approaches
can be useful to Costa coffee or any other organisation to solve the problem in any organisation to solve problem in any of their
operation.
There are several methods or techniques that organisation can choose from .in this particular case ,i chose the Logical
Problem solving Process to deal with the problem at hand . this approach has been found to be most appropriate and effective
as the evaluation or the results show that after implementing the action plan approve by senior management a large majority of
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stakeholders (about 91%) accepted and embrace the changes .from this point on ,the performance and level of productivity of
Costa Coffee employees improve drastically
QUESTION 2.2
How would you communicate the solutions that you have identified in 2.1 to the staff members at Costa Coffee?
Introduction
Definition of Communication
Two-way process of reaching mutual understanding, in which participants not only exchange (encode-decode) information, news,
ideas and feelings but also create and share meaning. In general, communication is a means of connecting people or places. In
business, it is a key function of management--an organization cannot operate without communication between levels, departments
and employees. http://www.businessdictionary.com/definition/communication.html#ixzz4BXfiqC2r
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List and discuss different types/ methods of communication

The different types of communication include:
(1) Verbal communication
Verbal Communication Channels
Face-To-Face meetings
Telephone
Video Conferencing
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Radio or television and other media
(2) Written communication

Written Communication Channels
Letters,
e-Mails,
Memoranda (memos),
Reports.
Books,
Magazines,
Other communication media
(3) Body Language Communication

Non-Verbal Communication
Body language
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Gestures
How you dress or act - even our scent
(4) Visualisation (Visual Method)

Visualisations
graphs and charts
Maps
logos and
other visualizations can communicate messages (e.g. videos
How would you communicate the solutions that you have identified in 2.1 to the staff members at Costa Coffee
Given the fact that some stakeholders, including the employee (staff) had previously rejected the changes that the senior
management wanted to introduce to Costa Coffee .I would be very precautionary in my approach to a meeting with the employees.
In order to ensure that things go well with my meeting I would take precautionary measures by planning the meeting carefully
planning would take place at four levels namely.
1 preparation of all the paperwork that I would need
Paperwork would include
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a)
b)
c)
d)
e)
an attendance register
an agenda
a structure of the minutes proposed
sheet of blank paper(for people to take notes)and pens
invitation to meeting (you can do this by means of an email or telephone or text)
2. identification of the personnel that would play some role at the proposed meeting
A)someone to chair /preside over the meeting
B )scribe to take minutes
C) someone to help with preparation of the venue
3 preparation of the venue and catering :and
A) Identify the venue beforehand
B ) prepare the venue ,ensuring there are enough chairs, tables, etc:
C ) prepare some refreshments for the staff who are invited to the meeting
D ) ensure that the invited people known the location of the venue by providing them with exact address:
E ) give the invited people a mobile number they can call if necessary
4 convening of an exploratory meeting with selected leaders
A ) prior to meeting with all the employees ,first meet with some selected leaders
B ) inform the leaders exactly what you plan to do and how
C) ask for their suggestion and input
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Conclusion
From the foregoing discussion it is clear that communication does ,indeed play a role in the success or any business organisation
It is therefore necessary that ,as part of their mission the senior management of every organisation must design and implement a
communication system that enables all section of the organisation to communicate effectively with one other both internally and
externally .
As can be seen from the above discussion ,effective communication is also vitally important in resolving problems and issues
pertaining to staff(employees),especially in times of change ,when some members of staff may become suspicious of senior
management motives, and therefore resist any proposed changes .
Through effective communication the senior management can explain the reasons for the need to change .they can
Explain the benefits that every stake holder can derive from such change. Ant the role that everyone within the organisation can
play in the whole process
QUESTION 2.3 TIME MANAGEMENT STRATEGIES / TECHNIQUES / SKILLS

Introduction
Time is an important resource that business organisation (include Costa coffee) must harness and utilise to their advantage .there
are several strategies or techniques have been developed through research and experience ,which employees within any
organisation can use , not only to save time ,but also to achieve a higher level of effectiveness in their area of responsibility.
Appropriate time management techniques can also afford employees better physical and mental health in that, effective time
management enables employees to manage both their stress levels and energy levels better.
In this section of the assignment the writer names three time management strategies / techniques and explain how each of these
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can be used by Costa Coffee employees to manage their time more effectively in order to improve their job performance and level
of productivity.
Name and discuss 3 Time-Management Strategies / Techniques that can help Costa Coffee Staff
The following time-management techniques are discussed in detail, in the context of Costa Coffee:
(1)
get organised
there is a world of difference between people who are disorganised and those who are well organisation ,the difference is that
most organised people have a structure that they use not only to do their job role at their place of work , but also in running their
personal lives and professional lives .
Being organisation takes a great amount of time in planning putting things in their places and practising and developing a habit of
doing things in an orderly fashion.
Organised people have a daily, weekly and yearly programmed that they follow .in developing such programme they first look at
their situation/context and decide what goals, objectives and targets they want to achieve. They make a list of these items and
consider the resources (including time and finance) at their disposal. Organised people use such aids as financial budget, time
planners, personal diaries and many other tools that are useful for one to manage their time.
Organised people do not miss their appointments and deadlines. They do not spend more than they have because every penny
will be accommodated within their Financial Budget.
The VALUE and BENEFITS of being well organised are beyond question
(2)
delegate: get help from others
Delegating is an essential skill for staff and managers. It involves a shift in working with an individual to establish goals, giving
them substantial rights and accountability to make decisions and achieve goals. Delegation happens when a manager allows his
assistant to take the initiative to get work done in his absence. If an entrepreneur wants to create a successful business, he/ she
must know how much authority should be delegated. The minimum level of delegation of authority to get work done should be to
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enable the staff to take initiatives and to continue taking care of the daily business in the absence of the manager or entrepreneur
Not all staff is eligible for work delegation. For instance, you just cant stand up one day and tell your subordinate to run the show
in your absence. The person to whom you delegate work should be a key member of your organization, a self-driven, strongwilled, individual who can plan, direct and co-ordinate with others for work in your absence. Delegation of work is a big
responsibility; hence the person who is being given the opportunity should be responsible and accountable for the work done. It is
best to spell out work responsibilities during the delegation phase. If your business has different departments, each should be
coordinated to accommodate the change. While delegating it is important that you keep control over things at the macro level.
Strike a balance between your desire to control things and the managers working style. Avoid stifling your staff or losing control
over things. When you delegate, you hold the subordinate accountable for his/ her and for others actions as well. If work has been
delegated to you, make sure that your manager gives you feedback at regular intervals daily, weekly, or monthly. Delegation
does not only mean control, rather it involves coaching and teaching others the ability to manage work as well as people. For a
manager to delegate work, it is crucial to have good communication skills. Lack of communication skills could produce disastrous
results for the business. As a manager who delegates work, it is essential that you keep your mind open about your staff. If any of
your staff falls short of your expectations, by being irresponsible in running the show, replace that person. On the other hand, if any
of them does a good job, praise, motivate, and increase the self confidence of that person. In short, delegation requires you to:
1. Know what you want
2. Express what you want in lucid language
3. Set expectations
4. Trust the person whom you choose to delegate work to
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5.Give the person the flexibility to do things his/ her way
Communicate and follow-up
To make delegation of work successful, managers must be given the freedom to do things their way. If you do not stand back and
let them work, you will stifle them. Measure the success by the results and the methods through which they were achieved. Just as
all five fingers arent same, no two people will think or react in the same manner in a situation. Each person brings with him/ her a
different working and thinking style. It is important that their style of working and thinking blends with the company policy
http://blog.commlabindia.com/elearning-design/delegate-work
(3)
manage external time wasters
Distinctive individuals have diverse working styles e.g. some like to begin early and complete early while others like to begin
late and work late. On the off chance that you need to be as gainful as could reasonably be expected, you have to see how you
function best and make that your day by day schedule. Regardless of what your favoured working style is, there is one thing that is
valid for everybody; we work best when we can give an undertaking our full and full focus. This lone happens when we take out
both inner and outside time wasters. Self administration permits you to dispense with inner time wasters yet outer time wasters are
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brought about by other individuals making them somewhat harder to control. When you're always being hindered by individuals,
telephone calls, messages and other outside time wasters, you don't have the chance to give your full and full focus to an errand.
Pretty much as you get going, you get intruded on once more. When you have managed the time waster, you need to refocus
again on the current workload which takes a couple of minutes. You don't simply lose the time that the outer time waster took; you
likewise lose the time that it takes to refocus and get back on track with the assignment you were taking a shot at. This is the
reason the advancement of multi-tasking is one of the most serious issues in time administration i.e. you reliably lose time
exchanging amongst assignments and attempting to refocus. Outer time wasters must be expelled from your timetable or you will
be disrupted, useless and moving to others' tune. It is difficult particularly in case you're accustomed to accepting each call,
talking with each individual who stops by your office and noting each email as you get them. One thing that I have reliably found
amid my time honing customers in time administration and efficiency is that many individuals who battle with time administration
and profitability have a tendency to have extraordinary identities, are well disposed and appreciate prevalence amongst their
partners. In any case, prevalence doesn't' complete your work. It is basic that you strike a viable harmony between being
benevolent and being firm with the individuals who intrude on you.
Conclusion
From the fore going discussion, it is quite evident that time is important in the operation of cost coffee. So important this matter is
that the management should take note of the significance of the ability of the employees to have the appropriate skills or
techniques of managing their time.
All employees should be exposed to and workshops (trained) and supported in this particular skill/technique.
The management must also demonstrate to employees the possible benefit of managing their time as effectively as they can, and
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actually encourage them to use these techniques/skills in their day to day practice .the management should also ensure that timeconsciousness, punctuality and the efficient use/utilization of time saving and time management techniques, is adopted as a part
of the culture of Costa Coffee (as this would certainly improve not only performance and productivity, but also the physical and
mental health of the work force.
QUESTION 3.1
Introduction
Research clearly shows that successful organisation is those that recruit people with a potential to contribute effectively towards
the achievements of organisational goals and objectives. It has also been shown that people produce more when operating with
effective teams as opposed to working as individual. It is therefore necessary for managers within organisation to identify talent,
adopt programmes for developing employees. Build and support formidable teams that can produce the required results and
reward effort by providing appropriate incentives, rewarding excellent work, creating an environment in which people can learn,
grow and are motivated to deliver services in line with the organisation vision, mission and overall goal.
List and briefly explain 9 Team Roles according to Belbin
Role
Plant
Brief Explanation
This member of the team plays a pivotal role in that he (note that where :he is used it represent she as
well) communicates not only with the members within the team but also networks with other stakeholders
And makes contact with external bodies.
Resource Investigator
This member consider the goals and objectives that the team must achieve. He then identifies the resources
that are required, and takes the necessary steps to produce them for the whole team or organisation
Co-ordinator
This team member focuses on the harmonious operation of the team .on the basis of the goal and objective
that the team aim to achieve (which he clarifies if necessary) he identifies and schedules activities design to
help the team achieve the set goals and objectives.
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Shaper
Every team need a member such as the shaper who brings into the team a great amount of energy and drive
and who has the courage to tackle difficult challenging situations and obstacles.
Monitor/Evaluator
This member plays an important role of ensuring that the team spends time on other resources only on those
things that matter .because he maintain a sober mind and a clear set of eyes .he is able to monitor and
evaluate the progress that the team is making. He is also considers a variety of options and challenges that
come in the way of the team.
Team-worker
Any team worker is never complete without a team worker .the team worker always adopts an approach
That encourages co-operation among the team members. He listens carefully to all sides and all
contributation and endeavours to strike a balance aimed at averting/preventing any friction/conflict among
the team members.
As they say, you can have the best ideas and can develop the best plans under the sun, but if you do not
implement such plans and ideas, nothing will come of them. The implementer ensures that all ideas that have
Have been put forward for discussion)and all plans (that have been developed ) are translated into actions
By being implemented.
This member is a perfectionist, who does not sit back and rest until he knows the job/task is done and
finalised to its perfect state. He crosses all the Tees and dots all the is and put the final touches on the work
of the team to ensure that no aspect of the work has been overlooked.
Implementer
Completer / Finisher
Specialist
This member is an expert in his field. he may be a planner/a bookkeeper or accountant/a lawyer/an
Economist/a teacher or a trainer/a nurse/a medical doctor/or any other specialist who brings specialised
knowledge ,skills and experience which he use to advise guide support and help the team in its decision
making progress.
Explain how the roles can be applied within Costa Coffee to help teams achieve organisational goals
The accomplishments of organisation goals and targets requires cooperation with respect to the workforce at all levels of
operation it is for this very reason the administration are constant urge to make create and enable groups that in term be endowed
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with obligation of actualizing arrangements to programs composed and affirmed by the senior administration with the perspective
to accomplish the general objectives and points of the organisation(Costa Coffee in this occasion)
The administration are encouraged to be well known and completely acquainted with Belbin's Team Roles, a helpful hypothesis
which makes procurement for recognizable pieces of proof of individuals inside the group who can assume an assortment of parts,
as required keeping in mind the end goal to make the group finish and adjust .The administration are likewise encouraged to be
really commonplace, not just with the nature, make-up ,and normal for viable groups ,additionally with a portion of the elements
that can possibly negatively affect the group.
All together for Costa Coffee to have the capacity to take care of the issue of the colleagues who oppose proposed changes,the
administration would need to precisely examine the circumstance and distinguish the territories that need tending to .For instance
if the group is incapable as an after effect of difference and a different arrangement of thought , then the administration would need
to recognize to manage the Circumstance (collaboration) and team work.
Conclusion
From the foregoing discussion, the significance and value teams and teamwork within an organisation are very clear and evident.
Teams, particularly the effective ones, are able to achieve results that individual workers can never hope to achieve. The
Management of Costa Coffee should therefore make it their business and responsibility to create a system and culture where
teams thrive as a result of the amount of resources that the organisation has invested in the creation, development and support of
teams.
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The above discussion also makes it evident that Belbins theory of team roles is very useful in situations where the organisation
fails to achieve its goals due to lack of co-operation unity, team spirit and teamwork among its workers. If the management have a
discerning eye and an ability to identify individuals among their teams, who can play each of the nine roles that Belbin identified in
his theory, the organisation can go a long way in ensuring that its work teams are well-developed, well-resourced and most
effective in delivering the goods according to their job roles and responsibilities.
QUESTION 3.2
Define team dynamics and identify the key elements/components of team dynamics. Explain how the appropriate application of
team dynamics will help Costa in a number of ways
Guidelines: Analyse the term team dynamics and discuss its impact on team performance.
Introduction
Generally speaking, organisations are a collection of people who come to achieve common goals, which makes it vitally important
for everyone, involves playing their part as best as they can, to ensure that agreed goals and objectives are achieved. The senior
management should create a system of establishing teams who would be assign specific task, responsibilities, objectives and
goals to achieve with the constraints of available resources. It is always advisable that Team Leaders have full knowledge of the
concept of Group dynamics (also known as team dynamics).
In this section of the assignment, the writer defines the concept of team dynamics, identifies some key elements or factors of
team dynamics and explores the impact that the team dynamics has on the ability of the team to perform its duties and fulfil its
responsibilities.
Definition of Team Dynamics
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As indicated by Natrajan (2016) 'group elements, can be characterized or clarified as "the impacts or social powers that shape the
commitments of individual individuals when they work in a gathering". It ought to be noticed that "social powers", incorporate such
components as: social standards, power connections, level of adjustment to gathering standards and principles, and so forth.
Key Elements/Components of Team Dynamics
A portion of the key components or elements that influence group elements are:
Teams' work (size and intricacy).
Teams' workplace
Interaction/interchanges between colleagues. Dynamic collaboration in connection to venture work is solid.
Team Leader understanding diverse identity styles and distinguishing these inside the colleagues keeping in mind the end
goal to oversee them viably.
Resources accessible (as well as fundamental) for groups' work.
Impact of Team Dynamics on Team Performance

Team dynamics can significantly affect group execution. Normally, a portion of the effect will be sure, while others might be
negative. The following is a rundown of effect that a group flow can have on group execution.
1.
Unity, co-operation and a feeling of trust and regard among colleagues will be constantly affect group execution
emphatically.
2.
Openness and readiness to share thoughts and data among colleagues will assuredly affect decidedly on group execution.
3.
Teams are still at the early phase of advancement and at first perform inadequately, however with preparing, coaching and
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backing these group can enhance their work execution.
4.
Competition among colleague can, if not appropriately oversee and controlled effect adversely on group execution.
5.
A positively workplace (i.e. one which is solid and sound), can affect emphatically on group execution.
6.
The nature of authority (i.e. the style, methodology, disposition and level of skill of the Team Leader) can have a positive or
negative effect on the group execution.
Conclusion
The ongoing discussion has some substantial confirmation and contention about the spot of 'gathering progression's inside
associations. The requirement for administrators and group pioneers to have learning and comprehension of the nature and
significance of group flow is undoubtedly. It is a clear that group pioneers who have a comprehension, furthermore apply the
guideline of group elements in working with the groups they lead, can go far in engaging the groups and empowering them to
utilize their aggregate vitality, learning, background, knowledge and ability to convey to their boss the sort of results expected of
them.
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TASK 4: Be able to develop strategies for problem-solving.
QUESTION 4.1
Evaluate the use of any two problem-solving tools or methods which enable you to develop solutions to problems in general.
Introduction:
Problem solving is a standout amongst the most essential aptitudes that administrators and pioneers of the association of
numerous types need to figure out how to ace. While the capacity to take care of issue can be produced through experience and
perception, note ought to be taken that there are different apparatuses, strategies, systems and methodologies that have been
create through examination and " trial and mistakes' methodologies and investigation, which are accessible to pioneers and
supervisors to use in tackling issues of any kind, from the least difficult to the most perplexing. In this segment the task (in
particular assignment 4), the author assesses two critical thinking instruments that Costa Coffee can use to take care of an
assortment of issues in its operations. The essayist proposes and builds up a development methodology that can be utilized to
tackle the issue of loss of piece of the overall industry and lessened deals, and assesses the effect of the utilization of the
recommended procedure.
Brief explanation of two problem-solving tools

(1) Force Field Analysis
The force Field Analysis technique is one of the two apparatuses that the essayist proposes for the arrangement of the issue with
Costa Coffee has encountered. The instrument empowers the client to recognize sets of "contending" variables that apply as a
powerful influence for the change issue within reach.
From one perspective, the instrument distinguishes powers that advances and drives the change. These alluded as "main
impetuses". Then again, the apparatus recognizes the strengths that obstruct/restrict/keep down the procedure of progress. These
are alluded to as "limiting powers", as appeared in the table underneath.
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Driving Forces (for proposed changes at Costa Coffee)
1
The senior management have educated the
influenced partners (workers) that the progressions
will involve a compensation increment for every
qualified representative
(5)
2
The recommended change will realize a change in the
wellbeing and security standard inside Costa Coffee.
(3)
Restraining Forces (for proposed changes at Costa Coffee)

1
The senior management have shown that part of the
proposed change will involved a presentation of
adaptable working hours for staff.(2)
The senior management have shown that part of the

proposed change will involved a presentation of
adaptable working hours for staff.(5)
SCORE: 13
2
As a consequence of laying off some staff individuals,
there will be an over-burden in the work procedure for
which they won't be made up for. (More work same pay.
(4)
The reduction of staff contrast with the everyday
operation of staff, this will presumably influence the
benefits of Costa Coffee which will unavoidably affect
contrarily on the staff compensation/and reduction of staff
wages.(5)
SCORE: 11
(2) Root Causes Analysis
Problem
The problem
Why 1
Affected
stakeholders
thought that the
Why 2
Why 3
The senior
management did
not inform them
On the basis of their

own knowledge and
appreciation of the
Why 4
Why 5
The senior
management did not
know that the
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They did not do a

survey or an enquiry
that would help them
42

is that when
propose changes
the senior
would not be
management beneficial to them
attempted to
introduce
some changes
to the HR
Department
and other
parts of the
organisation,
some
stakeholders,
particularly the
employees,
managers and
suppliers
rejected the
proposed
changes.
clearly so as to
help them
understand the
need to change
benefits that
proposed changes
would bring about,
the senior
management simply
assume that the
other stakeholders
would readily accept
changes.
employees would
challenge the
proposed changes.
understand the mood

among the employees
The senior
management were
comfortable with the
staff, and took it for
granted that the
employees would not
ask any question, but
would simply accept
the changes.
The senior
management were
careless and
negligent in making
such an assumption
This was a cover- for
the senior
management in hiding
their own weaknesses
The senior
management also
assumed that they
knew their staff so
well that they could
foretell/predict their
possible reaction
The senior
Senior management
feared for an exodus

of a large number of
employees (who
would leave/ resign
an account of
dissatisfaction.
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By not telling the
employees honestly
everything they shoul
know, the senior
management are
protecting their turf
and authority
The stakeholders
rejected the
propose change
because they did
not want to part
with their comfort
zone.
They thought that if

the employees knew
every detail of the
change, its a
possibility that they
may reject it or even
revolt against senior
management
management had a
hidden agenda
things they did not
want the employees
to be aware of
They did not think

that the change
would bring along
the opportunity to
excel on their
personal
professional growth.
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They did not think

that the change
would bring along
the opportunity to
excel on their
personal
professional growth
Evaluation of the two problem-solving tools

Problem-solving Tool / Method 1 : Force Field Analysis
3 Strengths
3 Weaknesses
a)
With the change of circumstances (especially the outer
a)The tools empowers the client (association) to know environment in which the association works), the legitimacy of a portion
and acknowledge elements or strengths that drive of the components may change.
January2016
45

(bolster) the change.
b)
The positioning of the different elements might be self-assertive,
b)Because every component/power is positioned by especially given the way that the two sides don't as a matter of course
significance or quality, the client will know the ones to need to adjust.
concentrate more on.
c)
The tools does not require any measurements (observational
c)
The utilization of the instrument reveals insight figures) with regards to the genuine number of partners who are for or
into the measurements and intricacies of the issue and against the proposed changes.
consequently empowers the client (Costa Coffee) to
comprehend the issue better and be in a position to
build up a reasonable arrangement
Problem-solving Tool / Method 2 : Root Cause Analysis (5 Whys)
3 Strengths
3 Weaknesses
.
The positioning of the different variables might be subjective,
The tools empowers the client to assess the especially given the way that the two sides don't as a matter of course
professionals (great side) and cons (weaker side).
need to adjust ( as in bookkeeping).
The
instrument
empowers
the
client
The device does not require any factual confirmation
(association) to know and valued the elements or (observational figures) to demonstrate the quantity of individuals on
powers that drive (bolster) the change and those that either side of the contention (i.e. for and against).
contradict (control) the propose change.
With any chance in circumstances (especially) in the outside
The data produced by the instrument makes a environment in which the association works). The legitimacy of a
decent stage for the influenced gathering to achieve a portion of the variables may likewise change
bargain.
Conclusion:
January2016
46

The foregoing discussion and use of problem-solving tools underlines the fact that within organisations there are a variety of
problems that crop up from time to time; and that it is vitally important for the managers and leaders of organisations acquire the
knowledge and skills of using the various tools / methods / techniques of solving problems. Problems that are left unresolved
create tension and obstacles that stand in the way of workers at given levels of operation. It would also help for the Senior
Management of Costa Coffee not only to know the various methods and tools for problem-solving, but also to train its workforce of
trouble-shooting as well as problem-solving so as to be able to solve minor problems that occur in their respective areas of
responsibility. Finally, it is important for the managers and leaders of the organisation to take lessons from every problem the
organisation has experienced, so as to minimize the risk of experiencing the same problem time and again.
QUESTION 4.2
The organisation (Costa Coffee) that you are currently working for has suffered loss of market share and reduced sales. Develop
an appropriate strategy for resolving this problem.
Introduction:
Business organisations need information and be ready about improvements that go ahead in the business sector or industry
where they are working. Being ready means they should scrutinize and build up what the requirements and desires of their clients
are, and after that find a way to guarantee they address such issues. Associations should likewise break down the outer
environment and recognize their rivals, since rivals always represent a danger of baiting clients into their own particular fold.
Should a business association lose some portion of its present piece of the pie and experience lost deals, the senior
administration of the association (Costa Coffee for this situation), must dissect the circumstance/environment and think of a
methodology to recover their position.
In this area of the task the author proposes a technique that Costa Coffee can use to take care of the issue of losing some portion
of its piece of the overall industry and taking a thump on its level of offers. The author likewise recommends five exercises that can
be completed keeping in mind the end goal to accomplish the proposed methodology.
Recommended technique for taking care of issues of loss of piece of the overall industry and diminished deals
January2016
47

Having broke down Costa Coffee's circumstance and exchanging environment, the author proposes Ansoff's 'business sector
development' technique known as "Business sector Penetration" where the business will keep on selling existing items and render
existing administrations in existing markets.
Exercises for accomplishing the proposed procedure
Keeping in mind the end goal to accomplish the recommended technique, the author suggests that Costa Coffee completes the
accompanying exercises:
Conclusion:
From the foregoing discussion, obviously, taking after the loss of their piece of the pie and encountering diminished deals, Costa
Coffee has alternatives regarding methodologies it can use with a perspective to recover its piece of the overall industry and to
build its deals to expected levels. Having concentrated on the Costa Coffee's circumstance, the Marketing Manager in counsel
with the Senior Management chose to utilize 'Market Penetration' methodology in determining the current issue. The supervisor's
appraisal uncovered that it is valuable to depend on this procedure as the business sectors in which Costa Coffee works had not
achieved an immersion point. She additionally felt that a slight change in the nature of administration the organization gives its
clients, would enhance the circumstance.
QUESTION 4.3
Evaluate the impact of implementing the strategy selected in 4.2 on Costa Coffee
Evaluation of three possible IMPACTS on Costa Coffee of implementing the above-mentioned strategy
IMPACT
NO.
1
DETAILS OF IMPACT
The choose stragety technique will most
presumably prompt an expansion in piece
STRENGTHS
WEAKNESSES
This effect has the capability

of turning around the
The turnaround in the market share is not

ensured, as a negative change improvement in
January2016
48

of the overall industry, which, in time, will
build Costa Coffee's benefit.
The streagety will most likely achieve an

expansion in the organization's
demographic (more clients).
The change in the execution of the

organization, as an aftereffect of the
turnaround in its deals (and an expansion
in its piece of the pie) will actually draw in
more financial specialists who will convey
more subsidizes to Costa Coffee
misfortunes that Costa

Coffee has endured/caused
in the previous couple of
months when the business
declined and a few clients
left.
. An expansion in clients
constantly prompts a more
prominent volume of offers
and a more prominent
measure of benefits
the outside environment Can bring about the

organization to lose its increases.
The expansion in the

quantity of financial
specialists why should
willing purchase Costa
Coffee's shares results in
the expansion in the
measure of capital that is
accessible to the
organization for motivations
behind extension, change of
administrations, and the
capacity to expand profits
paid to shareholders
Investors are receptive, and the slightest

knock-on effect or failure in achieving expected
results, can lead to an exodus of investors
which can impact very negatively on the
Organisation.
The organization has the obligation to hold its

clients by guaranteeing that they get the right
quality at costs that they can Manage.
conclusion
January2016
49

The foregoing discussion, consolidating the utilization of 'critical thinking devices' underlines the certainty inside the associations
there are an assortment of issues that yield up every once in a while: and that it is imperatively vital for the supervisors and
pioneers of the association to gain the learning and aptitudes of utilizing different devices, strategies, procedures and techniques to
take care of issue that happen inside the association. Taking after the loss of its piece of the pie and encountering decrease deals,
Costa Coffee investigated different alternatives as far as methodologies it could apply to turn the circumstance around. The study
that was led, and in addition the examination and evaluation of thee outer environment ( in which the business works) drove the
senior administration to trust that 'business sector entrance' was a fitting technique to determine the current issue. The consequent
assessment of the picked technique affirmed that it was for sure suitable as after its execution, a huge increment in the measure of
offers and the organization's level of income were recorded.
January2016
50

852 Kadian Ellis Employablity Skills 1876 105318159

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Fairfield School Of Business

ANSWER SHEET FOR EMPLOYABILITY ASSIGNMENT

UNIT NUMBER, TITLE & LEVEL

Pearson BTEC Level 5 HND

Unit 47: Employability Skills

STUDENT ID & NAME

23rd July 2016 before midday

Understanding and Application Employability Skills

Level 5 HND Diploma Business Unit 47: Employability Skills

Fairfield School Of Business

Level 5 HND Diploma Business Unit 47: Employability Skills

Fairfield School Of Business

Level 5 HND Diploma Business Unit 47: Employability Skills

Fairfield School Of Business

STUDENT ID. NUMBER

Level 5 HND Diploma Business Unit 47: Employability Skills

Fairfield School Of Business

Personal Development Plan (PDP)

DATE OF THIS PDP

19th May 2016

Pearson BTEC HND Level 5 Diploma in

PDP REVIEW DATE

Level 5 HND Diploma Business Unit 47: Employability Skills

Fairfield School Of Business

Complete my current studies on

Ensure that I attend classes strictly according my Time-Table;

Ensure that I pass all the modules that I am currently doing

Apply for admission to the London Metropolitan University for

After being admitted to university, ensure that I work hard and

Develop a comprehensive Business

Maintain my current employment and continue working so as

Seek advice from relevant experts, including an Accountant, a

Plan a trip to Jamaica (by identifying a date of travel, making

Visit Estate agents in the north coast of Jamaica in order to

Consider security measures that I will need to take in order to

Level 5 HND Diploma Business Unit 47: Employability Skills

Fairfield School Of Business

Explore and Identify potential

Visit the local food market to introduce myself and begin to

Begin to develop a database of suppliers by collecting names

Begin to advertise my business by informing the local people

Level 5 HND Diploma Business Unit 47: Employability Skills

Fairfield School Of Business

Family and family for emotional support.

Personnel (staff) to play a variety of roles within my business.

Competition may present formidable challenges.

Provide unique and different products and customer service.

Establish a good working relationship with local Government officials.

REVIEW DATE FOR YOUR

Level 5 HND Diploma Business Unit 47: Employability Skills

Fairfield School Of Business

RESPONSIBILITIES, OBJECTIVES, TRAINING AND SUPPORT

JOB RESPONSIBILITIES (KEY

Level 5 HND Diploma Business Unit 47: Employability Skills

Keep and create evidence of customer record on procedures carried out

Ensure that I have enough supplies, by checking my supplies and

Fairfield School Of Business

Observe and report changes in clients

Ensure clear communication on clients health procedure to be carried out

personal care showering, dressing,

Treating people in a clean, safe, environment and protecting them from

OTHER WORK RESPONSIBILITIES

social support and companionship

Level 5 HND Diploma Business Unit 47: Employability Skills