Lead Management Team Effectiveness Process Essay


Discuss about the Lead Management Team Effectiveness Process.



My Aged Care is an organization dedicated to the welfare of older generation. It works for the assistance of aged people and provides online and telephonic service to get information regarding the number and range of services dedicated to the welfare of the senior citizens. The company provides information regarding all the services that can assist a person as he gets older, eligibility of a person to obtain aged care, and communicating and establishing communication regarding aged care. In the company, the primary role of the team is to consult the senior citizens and adults regarding the range of services that is provided to the senior citizens. Many times, the senior citizens do not know what services are available to them and what their requirements are, My Aged Care supports these people. It also provides services regarding maintenance of web portal for the clients, assessors (they asses thee requirements of the senior citizens) and the service providers to maintain the record and the assessment information. The service provider of Home Care Packages, Transition Care Program, and Respite Care Program also access the information from the company’s database (My Aged Care, 2016). The team wherein I work provides response to the telephonic and internet query of the clients. There are twenty members in the team and their main role is to address the queries and issues of the senior citizens. Additionally, they also listen to the problems of the clients and identify their main needs and propose a solution accordingly.

Skills and Consultation

The primary role of the team is to provide services to the clients in accordance to their requirements. In this role, the primary skills required are empathy and patience, adaptability, clear and effective communication and knowledge. The foremost quality in addressing the requirements of the senior citizens is having empathy. It means the ability to feel and understand the feelings of someone else and what happiness means to them. It is also important to connect with the customers at an emotional level so that the customers can share their problem without any hesitation and the professional executives can understand them. The empathy is also essential in the providing solutions to the problems (Topchik, 2007). Along with it, adaptability is required to handle different kind of clients and customers. The service providers should be able to sense the customer’s mood and adapt in accordance. The executives should also be able to communicate with their customers effectively and complete each enquiry of the customer till he is satisfied. In order to provide solutions to the customers, the executives should have knowledge regarding most of the enquiries and problems that the customer faces. They should also have knowledge regarding where to turn, if the enquiries become too detailed. In order to perform effectively as a team, the team members should have effective communication skills, accountability and cooperation (Jones, 2004)

Tuckman proposed a model of group development wherein four phases were defined, namely, forming, storming, norming and performing. These phases are essential to tackle challenges, problems and find solutions and work collaboratively. In the forming phase, the team meets and connect with other new members. At this early stage, the group members remain uninformed regarding the other team members and the team objectives. It is important to build an environment at this stage so that the members can easily connect with each other. The second stage is of storming wherein the team members form opinion about their team members and responsibilities. In this stage, due to bias and opinion forming, disagreement might occur between the members. In the third stage, norming occurs wherein the above clashes and disagreement are solved and a cooperating team spirit occurs. It is the last stage of the model. In this stage, the group members have established goals and responsibilities and achieve success with them. The accountability skills are essential for the identification of the responsibilities and completing them. The collaboration skills are essential for the team to work collaboratively. The communication skills are essential for the team to communicate with each other and express their issues and problems (Nelson and Quick, 2010).

Consultation is important for building a team and communicating the team members regarding the team’s goals and objectives and the defining the individual responsibility of each team member. Consultation can assist the team development in articulating the mission, vision, role clarification, team building developing trustworthy relationships and decision-making. With consultation, the team manager can easily define and communicate the goals and the expected outcomes of each team members. After the team formation, consultation can assist in implementation of action plans, conflict management, and evaluation of the team performance and accountability of the actions. In personal experience, it has been observed that consultation assist in the resolving the issues and conflicts with the team members. It also assists in developing the efficiency of the team members by developing trust worthy relationships (Lussier, 2008).

Performance Plan

A performance plan is a document that outlines the expected outcome of each team member, how to achieve it and clear methods of its evaluation. Performance plan is important to measure the performance of each employees and the team as a whole (Rampersad, 2003).

Team Performance Plan


At present, the team is dedicated in solving the queries and the issues of the customers and the clients. However, several issues are encountered due to lack of cooperation between the team members. The organization does not have a system of team building and the people once hired works without any team Induction. It results in lack of trustworthy relationships and communication among the team members. The objectives of the present performance plan it to build relationship between different team members.





Review dates

Team Induction

During team building

Team leader will have key responsibilities in arranging the induction session of the new employees. Team induction is the training provided to the newly selected team members

The team induction is the training process given to new employees and team members. The newly appointed members are given training regarding the operations and functionalities of the complete organization. Therefore, the employee will be given training through various means such as video, peer training and employee mentoring. All these methods will require finances and time from the senior employees.

After every three months or joining of new candidates.

Regular team meetings

At certain intervals

In the team meetings, all the team members will have responsibilities to show their progress regarding their individual goals. The personal goals are inspired by the collective goals of the organization.

In order to conduct successful team meetings, participation and commitment from all the employees is required. The team manager should be able to obtain commitment and assurance from all the team members for regular participation and active membership. Although it will require time from all the team members, these team meetings will be beneficial in the evaluating the progress of the team.

After every three months

Get to know each other session after inclusion of each team member

At specific intervals

It is the responsibility of the team members to welcome the new member and make him comfortable in the new organization. The team leader can organize sessions so that a new team member can know about the previous embers of the team.

These sessions are important for the team member as to enhance collaboration and cooperation. These sessions do not require any additional resources; however, they can enhance the productivity of the team as a whole.

After every six months

Regular team outings and fun

At specific intervals

The team leaders can organize team outings on weekends and holidays so that the team members will create friendly relations which will be further essential in the development of team spirit and enhance the productivity and efficiency of the team members. The team members will also be able to effectively communicate with their peers regarding any problems or issues.

These activities require financial resources. Team outings and fun are important to inculcate the feeling of collaboration and support.

Once an year

Indicators or measures of success: Employees resistive towards such activities, skepticism and reluctance for additional work or financial resources.

Potential barriers: Negative response of the management regarding organization of such activities

Dependencies: The dependencies will be on the management and the members of the team

d) Team Member

e) Determined Outcomes

f) Agreed responsibilities

g) Standard to be achieved

h) How the task will be measured

i) 1 Leader

j) Setting targets and developing performance plan for all the team members

k) Making the new members of the team comfortable by initiating induction program and team meetings

l) There should be reduction in the employee turnover in the team and the performance of the team should improve

Every three months, the team will be evaluated for the performance, employee turnover and every employee will have to do fill an exit interview with the reasons for which he is leaving the team.

2 Coordinator

m) Arranging team activities

n) Making the time schedule for the regular meetings and team activities

o) Induction programs should be conducted during the inclusion of each and every member

p) A three months evaluation method will be used. With this method, the number of activities organized each month will be evaluated. The response of every employee will be obtained regarding the activities and its organization.

q) 3 Negotiator

r) Resolving issues and queries related to each team member

Negotiator works for the resolution of any issues or friction between the team members.

It is the primary responsibility of the negotiator to look if there is any disagreement between the team members

There should be a written report regarding each conflict between the team member and the conflicting parties should be consulted regarding it (Davis and Davis, 2008).

It is mandatory for the negotiator to report and document all the conflicts and the actions taken to mitigate them. These reports will be evaluated for examining the performance of the negotiator.

Supporting the team members

In a business organization, developing and growing teams is essential for the performance of the team. The organization can use coaching for inspiring the team members to perform and setting expectations. With coaching can team members can be easily communicated regarding what the company expects of them and how to accomplish these goals. After creating expectations, it is important for the team manager or coach to provide regular and honest feedback to the team members regarding their progress. It is also important to support the team members after the feedback on their performance (Hawkins, 2014).

A mentoring program is focused to provide new insight and advice to fresh employees regarding their job functions. Mentoring programs are accomplished with the help of experienced employees who guide new recruits about the job process. It is also an effective way to maintain the organization culture and train the new staffers. There are several business mentoring programs such as one-to-one mentoring, resource-based mentoring, group mentoring, training based mentoring and executive mentoring. On-to-one mentoring is the most dedicated mentoring program as it dedicates one mentor to each mentoree. In this mentoring program, personal connection is developed between the mentor and the mentoree. The mentoree also gets personalized support from the senior employees. However, the primary issue of this mentorship is the limitation of mentors. This program can be made more flexible by providing choice related to mentors and mentorees (Clutterbuck, 2011).

Develop strategies to encourage input from the team members

In the present business world, the leaders all over the world are encouraging active participation of employees and team members to increase productivity and better strategic decisions.

Encourage team members to provide input and solutions to organization problem (Ephraim, 2013).

Be clear about organization and share information with the employees liberally.

The team leader can also ask directly other members for input and active participation in decision-making (Zarate, 2008).


Clutterbuck, D. (2011). Coaching the Team at Work. Nicholas Brealey Publishing.

Davis, D. and Davis, W.R. (2008). Team Performance Inventory: A Guide for Assessing and Building High-Performing Teams, Participant Workbook. John Wiley & Sons.

Ephraim, N. (2013). Collaborative Communication Processes and Decision Making in Organizations. IGI Global.

Hawkins, P. (2014). Leadership Team Coaching: Developing Collective Transformational Leadership. Kogan Page Publishers.

Jones, R. (2004). Oxford Textbook of Primary Medical Care. Oxford University Press.

Lussier, R. (2008). Management Fundamentals: Concepts, Applications, Skill Development. Cengage Learning.

My Aged Care. (2016). Getting started. [Online]. Available at: [Accessed on 21 December 2016].

Nelson, D.L. and Quick, J.C. (2010). Organizational Behavior: Science, The Real World, and You: Cengage Learning.

Rampersad, H.K. (2003). Total Performance Scorecard: Redefining Management to Achieve Performance with Integrity. London: Routledge.

Topchik, G.S. (2007). The First-time Manager's Guide to Team Building. AMACOM Div American Mgmt Assn.

Zarate, P. (2008). Collaborative Decision Making: Perspectives and Challenges. IOS Press.

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