Monitor Work Operations (Events) Assessment tasks To demonstrate competence in this unit, you must successfully complete each of the following assessment events: Task 1a Knowledge and Skills...

Monitor Work Operations (Events)
Assessment tasks
To demonstrate competence in this unit, you must successfully complete each of the following assessment events:
    Task 1a
    Knowledge and Skills Assessment – Case Study
    Task 1b
    Suggestions and Improvements – Practical role-play
    Task 2
    Knowledge Assessment – Short answer questions
Assessment tasks
Task 1a – Case Study
Knowledge and Skills
This task requires you to demonstrate your knowledge in managing workplace operations by responding to difficult service situations and demonstrate complaint solving skills. 
The task is based on the following four outcomes:
    1.    Monitor and improve workplace operations.
    2.    Plan and organise workflow.
    3.    Monitor and support team members.
4. Solve problems and make decisions.
Instructions:
· Read the following case study and answer the questions that follow.
· Responses to questions must be supported by appropriate reference materials to demonstrate effective research techniques.
Case study – Events
Music Festivals Sydney are the creators of Electric Park events. The organisation’s mission statement is to be a premier provider of heavy metal music festivals throughout Australia and New Zealand. .
You have just commenced your new job as the Manager for Music Festivals Sydney. Previously, your main roles have been in operational and general manager positions, notably for Sound Events International. Your predecessor had a relaxed management style that is now not considered suitable to drive the business forward in this fast paced business climate.
One of your first tasks is to address the problems facing the Music Festivals team. At present you have a team of 25 staff working on a diverse range of up-coming music related festivals across NSW.
Due to the past relaxed management style there are many issues for you to deal with including low morale and low productivity, both of which have contributed to an increase in client complaints. Furthermore, your workforce presents as unkempt, lacking motivation and the skills to deal with crucial situations.
You have taken over staff that require training, direction, focus and team development. You must resolve these issues to move the team forward.
Questions:
Write about the following management functions as they relate to the case study.
1. Planning and organising
a) Define the terms ‘mission statement’ and ‘vision statement’ and provide an example of each from an event management organisation.
The mission statement of an organization is the formal statement or summery of the values of the organization. For example, the mission statement of Music Festivals Sydney may be provided better services to the clients or organization events that would give a lifetime experience to them. The mission can also be to influence innovative ideas while organizing an event for the purpose of achieving client’s needs. Thus from the mission statement of an organization is becomes easier for the customers to understand organization.
Whereas the vision statement is the declaration of the objectives of the organization. The declaration also consists of the factors of internal decision making. For Music Festivals Sydney vision statement can be described as the exoskeleton of the guidelines followed by them. The vision statement of the event management helps the employees working in the organization to understand the basic working principle of the organization. The employees work by following the vision of the organization and brings satisfaction to the customers. Thus the vision is a very important part of the organization as it portrays the motive of their business and makes it easier for customers to understand them.
b) Explain why an organisation would need a mission statement and a vision statement.
It is very evident for Music Festivals Sydney that mission and vision strategy has become a crucial factor for their growth in business. The following points mentioned below gives the necessary factors for why an organization needs mission and vision statement:
· The mission and vision strategy ensures the motto or purpose of the organization. This helps the employees to learn better about the company. This helps in bonding of the employees and motivates them to work as a team.
· The mission strategy works as the guiding star where it provides direction needed to be followed by the employees. Whereas the vision strategy shows the goal to be achieved after following the direction. Thus this helps the organization to set goals and by achieving those goals the organization earns more and more revenues.
· The mission and vision statements helps the organization to channelize its resources in a way that it brings profit to the business.
· The mission statement provides the organization with clear set of guidance for effective decision making. While the vision statement looks after whether the decisions are taken properly and desired target is reached. It also improves the efficiency of work and helps the organization work systematically as per the needs of the customers.
c) Describe who and why these concepts need to be communicated to by an organisation.
The mission and vision statement is the key to production in an organization. For the smooth running of the business communication holds an important key. The importance of communication and how they are needed to be transferred among the employees are discussed in the following points:
· When the date and event is set then the only task left for the event planner is to deliver as per the expectations of the clients. Thus communication allows everyone to share the same objective of work. It brings clarity in work and helps the organization to reach their objective efficiently.
· We live in a digital technology where every one is having a means of communication. So calling the individuals instead of texting is more efficient way of establishing communication. For example while organizing a huge event all the employees working are given Walkie talkie to ease communication.
· Building interaction: It is important to have interactions with the employees even after a cultural event. This helps in understanding each other and creates bonding among team members. Even the managers need to maintain interaction with their clients to make sure those clients bring back businesses to them.
2. Effective Communication
a) Describe the communication method/s that you will utilise in your new role and your reasons for selecting them.
Being the manager of Music Festivals Sydney it is of utmost importance to find means of effective communication to enhance the efficiency in the company. So some of the most effective means of communication are mentioned in the following points:
· Open meetings: It is very important for all the employees to understand the passion and motive that thrives the organization. So it is easier to address everyone at a same time about the plans for the next event and exchange ideas. This will help in the growth of the employees which as a whole develop the productivity of the organization.
· Emails: The most effective means of professional communication is the emails. They help the managers to convey their message without calling the employees away from their work stations. Email also works as an evidence of the work that had been allotted to the employees.
· One on one: It is often noticed that some employees understand it better when they are called aside and explained about their job role. This helps them to understand better what they have to do and motivates them to perform better. Thus with more efficient employees the efficiency of the work production also increases.
· Receptive atmosphere: As a manager it is important to avoid making a tensed atmosphere in the workplace. Friendly atmosphere will not only relax the employees working there but it will also help them to share their ideas in a better way. Tense atmosphere often puzzles the employees and stops them from their best performance.
· Training: If the employees lack in effective communication then they are needed to be provided with training. Most employees take their training seriously as they relate training with appraisal. So providing training can actually help in improving the effective communication among the employees.
· Confidence: It is very important for the managers to show confidence in their employees. This confidence give the employees a sense trust from the organization and motivates them to work more hard. For example, showing confidence in the art and design team of Music Festival Sydney motivates the team to design the event in such a way that it gives a lifetime experience.
· Using simple words and phrases makes it easier for all the employees to understand the motive or objective. Using ambiguous words may lead to difficulty in understanding and the manager has to explain it over again. Thus simple words saves time and uses it to increase productivity.
· Listening to team members: Effective communication is a two way road, the managers also need to listen to the team members to understand their ideas or plans. Listening to the team members makes them feel important and valued and makes them more involved and dedicated to their works.
· Body language: It is seen in a research that only 20% of our communication is delivered through words and phrases. And the remaining part of communication is done through jester and expressions. So as a manager to influence effective communication understanding of body language is very important. Trainings can be given to the employees about non verbal means of communication. It is seen that non verbal means of communication is faster than verbal communication and help in faster means of communication.
· Presentations: Expressing the views and objectives of the organization through presentations is a better way of communicating it demands more attention from the employees and encourages transfer or exchange of ideas.
· Feedback: it is very important for a manager to see how much his employees are following him. So feedback encourages communication and helps to understand each other in a better way
3. Leadership
a) Describe the leadership style that you plan to utilise and the reasons why.
By following up with the case scenario it is recommended for the manager to adopt transformational leadership style. The present problems can be solved by create a motivational environment for the employees and teach them work ethics. Transformational leader influences staff with their persuading vision for the destiny of the association, inspiring disciples to take an interest in a choice that is more noteworthy than themselves. Overseers who grasp this strategy will when all is said in done have a triumphant character and a mighty excited impact on others, which rouse partners to advance toward making the vision a reality. This is on a very basic level the limit of the leader to be a decent and positive great example to their followers. A very famous example for such type of leader is Dr. Martin Luther King, Jr. These pioneers are known to make comparative compensations that they require the supporters to make.
Transformational activity incorporates the usage of appeal and transformational pioneers are exceptional for driving social occasions and gatherings that perform sensationally. Additionally, they are noted for their ability to recognize and develop expert limit in the enthusiasts. They moreover devise techniques for helping the affiliation or social occasion to progress and change. One of the upsides of appealing expert is the limit of these individuals to verbalize a fascinating or persuading vision. They can bring out convincing sentiments in their enthusiasts too. In like manner, transformational leadership have the indisputable ability to interpret any inefficiency inside the event management. These visionary qualities credited to this expert style as often as possible outcome from essential thinking, the plan of realities and finding ways to deal with deal with a grouping of issues. Different government authorities have developed the capacity to satisfactorily pass on by working the room and making talks watching out for supporters and potential sponsors. Similarly, transformational leaders depend upon visionary expert to persuade disciples. For example, a transformational pioneer may elucidate how her game plan for the future serves the event management and how leader will support them through the changes. Executives who grasp a transformational organization style revolve around making consistent relationship with workforce instead of using inspirations.
Transformational leader have values that are exceedingly immense, regardless, this is simply useful when these pioneers are genial towards their followers. If transformational leader are biased, they can shape prove to be a negative impact on the event. Transformational leader are therefore confined and shaped by their brave deeds and they ought to be connected with chronicled accept that typify their objectives. There should be specific getting ready for individuals who are trying to end up being a leader. Getting ready for attractive activity contenders should jump into the uncommon yearnings and striking inventive capacities of current model. Transformational leader should not simply need to rise inside an affiliation, they should need to change the business. There is an inconceivable essential for these kind of leaders to have phenomenal social capacities that incorporate full focus, motivation and abridging. Transformational leader can use their preferable social capacities over bring out particular emotions inside supporters and to change exercises through direct performance from the workforce.
4. Team Work
a) Using Tuckman’s Model of Team Development, identify at which stage the group is currently at and describe three strategies you will use to move them forward.
The Tuckman’s model emphasizes on the forming, storming, norming and performing of the group. The importance of each of the phrases is discussed below. In this assignment the stage at which we are stuck at the moment is discussed and the details of others three steps and how they can be utilized for the development of the organization is also discussed:
· Forming: After the old manager is removed then some of the employees are also dissolved. So forming is the phrase where the new recruits along with the older ones are connected together. They are all bonded with the same group and given the chance of working with each other. The team members are given the independence to work it on their own but still there is a...