As a Team Leader at Delta Assurance, a company that sells financial products over the telephone, the Participant is asked to interview a member of staff regarding a dramatic fall in their recent performance. During the meeting the Participant has to find out exactly why the team member is not meeting their targets and decide how the problem should be resolved. This exercise requires the Participant to use their interpersonal and management skills and to establish an appropriate course of action.
Competencies: Interpersonal Sensitivity
The Participant plays the role of a newly appointed Managing Director of a manufacturing company who has to confront a colleague, the Production Director, about their performance, which has recently markedly declined. The Participant has also received a written complaint from the company Trade Union representative at one site, threatening to refer recent events to ACAS (the Advisory, Conciliation and Arbitration Service), highlighting the potential threat of industrial action, and questioning the Production Directors behaviour and the Company’s policy toward ethnic minorities. The Participant’s task is to gain agreement on an outline improvement plan.
Working in the restaurant of a Hotel, the Participant has to meet with a colleague to discuss their recent performance at work. The individual has not been pulling their weight within the team, resulting in other team members becoming de-motivated and resentful. This has had a significant impact on the team’s performance as a whole and as a result, the Participant has to try and move things forward without damaging their relationship with their peer.
The Participant is the Director for Manufacturing Operations (UK) at HomePack Frozen Foods – a well established manufacturer and wholesaler of frozen food products. The performance of its newest division, Ice Cream and Desserts, which was recently acquired, has slumped alarmingly. It is the Participant’s task to interview the Divisional Plant Manager in order to clearly identify and resolve the problem. There is also an issue with the Plant Manager’s attitude which will need to be raised.
The Participant plays the role of a newly appointed Loan Manager with Europa Finance. They have been asked to meet with a fellow manager to discuss their poor performance and lack of motivation and enthusiasm. Europa Finance has recently been the subject of a takeover by a multi-national company and a great deal of organisational change has followed. This has contributed to the manager’s recent performance decline. The Participant’s task is to address the performance issue, restore their colleagues motivation and encourage them to embrace the organisational change.
Adopting the role of newly appointed Area Director for Elysian Banks plc, the Participant conducts a one-to-one interview with one of their team, working as a Case Director chasing defaulting bank customers. This person is seemingly using the Banks power in an inappropriate manner and questions have been raised about their management style. They also appear to be losing enthusiasm for their work. Having reviewed the background information provided, the Participant must address several issues to coach this individual towards an agreed standard of behaviour.
The Participant plays the role of a Production Manager for Beacon Stationery Supplies who has to deal with an individual whose performance has changed notably from what was previously an acceptable level. The brief contains information about the team member’s past performance, details of a customer complaint and some inter-departmental difficulties. The Participant is required to tackle the decline in performance, but is unaware of a personal problem, which is impacting on the team members performance. The challenge for the Participant is to strike an effective balance in handling all of the issues that arise and getting the individual back on track
The Participant assumes the role of a newly appointed manager within a professional services organisation, Lehman and Associates. They have been asked to meet with a member of their team to talk about recent changes in the individual’s performance and to explore recent behaviour relating to email misuse. The Participant needs to raise sensitive issues in a professional manner and this will require a balance between maintaining a focus on the business issues as well as demonstrating an understanding for the team members situation.
The Participant assumes the role of an internal Project Manager in a business services company, Biz-Data, and is responsible for managing the timely delivery of a new IT software installation. Using the information provided, the Participant is required to conduct a project update meeting with the external Project Manager from an IT software company to resolve current project issues which have impacted on the Company’s external clients. The external Project Manager seems to have lost control of the project and the Participant needs to work with them to deliver their requirements whilst not jeopardising other internal projects.
The Participant has recently been recruited to a Graduate Trainee scheme by McKay World Wide Financial Services. The Participant has been given a small project to manage which sits within the context of a larger assignment. The Participant is given background information on the larger assignment and detailed information on their component project. The Participant is required to meet with one of their peers, with whom they will be working on the project, and gain their colleagues acceptance to a high level project plan. The Participant must use planning and project management skills to deliver the assignment.
