Student Name:
Date:
Declaration
I acknowledge the assessment process has been explained and agree to undertake assessment. I am aware of Careers Australia’s appeals process, should the need arise. I also understand that I must be assessed as ‘satisfactory’ in all parts of the assessment to gain a competent result for this unit of competency. I declare that the work contained in this assessment is my own, except where acknowledgement of sources is made. I understand that a person found responsible for academic misconduct will be subject to disciplinary action (refer to student handbook).
Student Signature:¬ Date:
Scenario
You are Joan Brown, the new Sales Manager in the JCG Department Store, and part of the JCG Retail Group (JCGRG). This is your first management/leadership position. You will be responsible for the leadership and management of all department managers, refer to the organisational chart here.
You have been issued with the following operational objectives for the next six months.
• Increase leadership capabilities through coaching and mentoring.
• Increase team work and collaboration within the department store.
• Create work groups for innovation and creation of new products and services.
Mandatory performance requirements.
Your department store managers are required to complete quarterly performance review interviews with their direct reports. The reviews are to be held across the organisation each March, June, September, and the final one for the year in December. These reviews are an organisational priority because JCGRG understands the need to support their teams with regular communication.
Establish the team and performance expectations
You are keen to get started in your new role and know teams work well with a plan. One which describes the purpose of the team and provides a clear understanding of roles, responsibilities and accountabilities. This will form the performance plan for the team. As their new manager you want to show your team you are keen to get to know them and to involve them in the development process. You decide to hold a ‘team kick off meeting’ to discuss the direction and confirm a common understanding of the following:
• Team purpose.
• Roles and responsibilities.
• Accountabilities.
• How the team fits with the wider organisational goals and objectives.
• How the team will operate in times of identifying and resolving problems/issues.
Your main emphasis is on building a strong effective team who can work well together to achieve the objectives of the organisation and to improve the policies and procedures surrounding the processes for staffing: recruitment, selection and induction.
Assignment 1
Question 1
Hint
Read the content in the following sections of the eBook BSBWOR502 Lead and manage team effectiveness to help you with this question.
1.1Consult team members to establish a common understanding of the team purpose, roles, responsibilities, and accountabilities in accordance with organisational goals, plans, and objectives
1.3 Support team members in meeting expected performance outcomes
Before you get ready for your meeting explain the following important concepts as they relate to teams.
Concept Explanation
Group dynamics. Specifically how positive group dynamics help teams and poor dynamics can hinder.
A strategy for achieving consensus.
Do you consider it is important for team members to understand how their role impacts on the team and the organisation’s overall success? If so, why?

Question 2
Hint
Read the content in these sections of your eBook – BSBWOR502 Lead and manage team effectiveness.
Section 1.1 - Consult team members to establish a common understanding of the team purpose, roles, responsibilities, and accountabilities in accordance with organisational goals, plans, and objectives
Section 2.4 - Develop processes to ensure that issues, concerns, and problems identified by team members are recognised and addressed
Section 3.3 Ensure own contribution to work team serves as a role model for others and enhances the organisation’s image for all stakeholders
There are several parts to this question:
a. Create an agenda to distribute to the team, to provide direction and information about expectations for the meeting.
b. Email the team asking for contributions to be brought to the meeting and distribute the agenda to inform your team.
c. Create a presentation to explain your processes and gain a shared understanding of responsibilities, roles and purpose, as guided by the table points below:
Throughout this exercise your trainer will be looking for evidence of the following. You can demonstrate this evidence in the presentation or the agenda or both. Templates have been provided to guide you, if you choose to use them. If you are using your own scenario, coordinate with your trainer to ensure your templates provide sufficient detail.
Evidence of the following is included in the agenda and/or presentation Y/N
Consultation with the team to achieve a shared understanding of purpose and how the team fits into the organisation and its objectives and goals.
Team members will clearly understand their roles, responsibilities and accountabilities.
Communication of information related to:
• the purpose of the team and the organisation to provide direction to the team
• team operational objectives and the team’s performance progress
• feedback and support for the team.
Processes for identifying and resolving issues and problems.
Over time issues, concerns and problems will be identified by team members. Show your team you are open to discussing and resolving these matters. Starting as you mean to continue is an important part of your job as team leader. Develop a team issue resolution procedure which includes a problem solving model for your team to follow. You will be using this later in the assignment.
Role modelling behaviour/language to encourage and foster commitment and a shared understanding in the team. Explain how you will go about engaging the team members in this planning process.
Provide opportunities for feedback and demonstrate how you value the contribution of the team.
Provide support for team members in meeting their performance goals.
Question 2, Part A
To get ready for the team kick off meeting you need to create an agenda to be sent out prior to advise the team of the purpose and structure and guide the meeting.
Agenda
Meeting type
Date: Monday 1/1/XX Location Boardroom
Time: 10.00 am
Purpose:
Additional documents required Presentation
Times Agenda item (Decision/Discussion item)
Question 2, Part B
Write an email to your team to prepare them for the meeting. The agenda will be attached to this email so you need to set the tone of the meeting. Because you want to make this a collaborative experience you need to ask team members to bring along their own goals and objectives both for the team and individually.
Sending emails - A sample has been provided here for your direction. The email will be ‘sent’ when you submit this assignment.
Send
? To Team
Subject Getting started as a team
Agenda for meeting
Dear team
Thanks, in advance, for your input, please don’t hesitate to talk to me if you have anything further.
Joan
Question 2, Part C
Create a brief PowerPoint presentation to form part of the meeting and outline team roles, responsibilities and accountabilities. Follow the instructions in the evidence table at the beginning of this question and submit your presentation with this assignment.

Scenario (cont.)
Your first session went well, you have agreed on quarterly performance reviews as a specific performance measure for the team. Following is important information which will help you prepare a performance plan for your team.
• Each manager needs to complete performance reviews with their teams as instructed (in the scenario).
• Janet Marsh – HR assistant, is available to help develop mentoring programs for the team as required.
• HR recommends a weekly assessment of skills in leadership for the mentoring/coaching to be optimal.
• There are three (or more) team members who have indicated (or demonstrated) a particular interest in mentoring, they could be involved in the program.
Next, you decide to look at the team’s strengths and weaknesses (or areas for improvement). After research and consultation with your team the following was identified. See table below.
Your team
Team member Job/department Strengths Weaknesses/areas for improvement
Mr Kiran Patel
Sales team lead Sales Long serving employee 15 years with JCG Department Store. Top performing sales person. Kiran feels strongly about staff welfare and was recently nominated to represent staff for enterprise bargaining agreements. Documented history of conflict with management regarding customer service.
Ms Mandy Panitz
Department manager (DM) Womenswear Mandy has a demonstrated rapport with her team she is a considerate and valuable support for other team leaders with issues. Paperwork lacks professionalism and accuracy.
Mr Frederick Browne
DM Menswear Busy department he handles his reporting the best of all the DM’s. Highest gross profit in the company. Not extending an effort to increase sales or average spend.
Ms Joanie Jones - DM Childrenswear New team member. Pays attention to performance management processes with her team. Has already conducted performance appraisal with whole team. Demonstrates lack of tolerance of others who are not competently performing and is inflexible.
Mrs Layla Baulieu - DM Beauty Customer service is her strength. Training in customer service is an interest. Demonstrates lack of ability to accept criticism.
Mr Tao Wang - DM Footwear Department needed an overhaul, handled it well, flexible, excellent with idea generation and innovative solutions. Has not demonstrated that customer service is a high priority.
Mr Jean Chevalier - DM Handbags Great team member, close with Mary Moore – products complement and they create cross selling opportunities. Resistant to change. Not demonstrated self-motivation.
Mrs Mary Moore - DM Accessories Works well in a group. Strong ability to mentor. No demonstration of great attention to detail.
Mrs Isla Mansour - DM Fragrance Demonstrates excellent attention to detail. Experienced mediator. Resistant to planning sessions. Change averse.
Mr Juan Hernandez - DM Food and Home Department is growing and he is handling growth well. Excellent administrative ability. Innovative with process design. Demonstrates lack of tolerance of others.
Question 3
Hint
Read the content in the following sections of the eBook BSBWOR502 Lead and manage team effectiveness to help you with this question.
1.2 Develop performance plans to establish expected outcomes, outputs, KPIs and goals for work team.
Question 3, Part A
Use the information above and the position description provided, if you need, to develop your team performance plan to ensure your team achieves the operational objectives for the next six months. A template has been provided, below, for this activity.
Follow the following steps to create your performance plan use the template below and complete the areas as required.
Note: this would be an excerpt only in the real world you would have performance measures for all team members.
1. Start by allocating actions/tasks to the strategies identified in the performance plan.
2. Then allocate the responsibility for the action/task to a staff member. Remember to, wherever possible, ensure this is aligned with the staff member’s roles, responsibilities, strengths and preferences. This will ensure greater performance success.
3. Develop a suitable KPI to measure this performance. Discussing this KPI with the staff member, before the performance period commences, will ensure they understand and accept this performance standard.
Performance plan Department managers team
Team objective #1 Increase leadership capabilities through coaching and mentoring.
Key responsibilities (from Position description) Task KPI Responsibility Timeframe
Works in collaboration with other team member’s managers to reach operational objectives.
Implementing and monitoring performance management processes; including counselling and disciplinary processes where necessary, and performance reviews for individuals as directed.
Team objective #2 Increase team work and collaboration within the department
Key responsibilities (from Job description) Task KPI Responsibility Timeframe
Attains internal and external feedback for continuous improvement
Team objective #3 Create work groups for innovation and creation of new products and services.
Key responsibilities (from Job description) Task KPI Responsibility Timeframe
Works in collaboration with other department managers to reach operational objectives
Question 3, Part B
Part of establishing a performance plan is communicating these agreed expectations with stakeholders, (people who need to know). Write an email to Hanz to let him know where you are up to with the team and their performance plans.
Sending emails - A sample has been provided here for your direction. The email will be ‘sent’ when you submit this assignment.
Send
? To Hanz Konig
Subject Update on performance plans and team performance
Performance plans for Department managers
Dear Hanz
Should anything change I will be sure to let you know. If you have any thoughts or feedback I welcome your ideas.
Kind regards
Joan
Question 4
Hint
Read the content in the following sections of the eBook BSBWOR502 Lead and manage team effectiveness to help you with this question.
1.3 Support team members in meeting expected performance outcomes.
You have set down all these significant measures of performance and standards for your team, and they have all agreed on these, so you are off to a great start. Tao Wang comes to you in a week and tells you he will have problems meeting his KPIs. What will you do to support Tao? Given there is only a short time until his deadline you need to propose two strategies, one immediate and the other in the next few weeks.
Hint: Consider the steps of issue identification as one of the ways you can help him.
==================

Student Name:
Date:
Declaration
I acknowledge the assessment process has been explained and agree to undertake assessment. I am aware of Careers Australia’s appeals process, should the need arise. I also understand that I must be assessed as ‘satisfactory’ in all parts of the assessment to gain a competent result for this unit of competency. I declare that the work contained in this assessment is my own, except where acknowledgement of sources is made. I understand that a person found responsible for academic misconduct will be subject to disciplinary action (refer to student handbook).
Student Signature:¬ Date:
Assignment 2
Develop and facilitate team cohesion
You want to pull your team together so they can achieve operational objectives. You have heard the previous manager was reluctant to involve team members in any decision making process and rarely shared information regarding the department operations and performance. They were also reported as often making promises, but failing to deliver. Some staff members are wondering if you will be the same.
Question 1
Hint
Read the content in the following sections of the eBook BSBWOR502 Lead and manage team effectiveness to help you with this question.
2.1 Develop strategies to ensure team members have input into planning, decision making and operational aspects of work team.
You need to develop two (2) strategies to put into place to ensure your team are involved in the decision making process for the Department Store and are able to contribute to continuous improvement of operational aspects. Address how your team would be encouraged to be involved in the planning as well.
Strategies students may identify for a team to contribute to planning, decision making or the operational aspects of a company:
Question 2
Hint
Read the content in the following sections of the eBook BSBWOR502 Lead and manage team effectiveness to help you with this question.
2.2 Develop policies and procedures to ensure team members take responsibility for own work and assist others to undertake required roles and responsibilities.
You want to ensure all team members meet their roles and responsibilities, support their fellow team mates and understand each other’s roles and responsibilities. You have decided a team performance policy and procedure will provide a good framework for your team. Using the template below, develop the policy and procedure you would like to implement for the department store.
Hint: You need to consider how you can assist others in achieving and meeting their individual roles and responsibilities.
JCGRG Team performance policy and procedure
Aims A key component of the JCGRG team performance policy is to be committed to effectiveness of teams of the highest standard to support the individual who make up the team and the outcomes required for a strong business.
We will communicate our commitment to our teams listening and sharing information.
JCGRG will engage with the community through our website, our community boards at our locations, and social media campaigns to raise awareness and seek feedback.
Implementation
Team performance - our managers and staff Our staff and managers will take responsibility for improvements and support all reasonable requests for changes to processes for better outcomes.
Contributions and communications:
•
Roles and responsibilities
Word/term Definition (with examples if required)
N/A
Review
Version control and change history
Version control Date effective Approved by Amendment
V2.0 XX/XX Joan Brown N/A
Procedure Team performance Procedure
Scope Performance in teams
Responsibility All staff.
Word/term Definition (with examples if required)
N/A
Procedure
Step Action
1.
2.
3.
4.
5
6
7
8
Related policy instruments Team performance policy
Approval authority Joan Brown Approval date XX/XX
Version no V2.0 Date for next review XX/X1
Question 3
Hint
Read the content in the following sections of the eBook BSBWOR502 Lead and manage team effectiveness to help you with this question.
2.3 Provide feedback to team members to encourage, value and reward individual and team efforts and contributions
Teams and team members need to be rewarded for the work they do for the organisation and the team. Both team efforts and individual efforts need to be acknowledged and valued. You should have presented this and discussed it at your kick off meeting. So everyone knows how you feel, yes? There is no need to go over it again? Yes? No! The process of developing and facilitating team cohesion is an ongoing one.
Your team has reached the third month working with you and they have been going well. So well in fact you wish to reward them. Several staff in your team are making a great effort and have improved. One such team members is Isla Mansour who has consistently been making contributions in your planning sessions even though you know she struggles when faced with change.
Using the direction you provided your team in your presentation in Assignment 1, Question 2, reward individual team members and whole team’s efforts with feedback to encourage, support and demonstrate you value their input and efforts? Reward and value both the individual and team.
In the space provided below, provide a script for the feedback you will provide Isla Mansour.
Note: You will demonstrate your ability to deliver this verbally in the next question.
Question 4
Contact your trainer/assessor or study coach to participate in a conversation on this question. A collaborative session can be conducted to record your feedback for ‘Isla’. Liaise with your trainer to arrange this.
Oral communication
Now you need to communicate using verbal skills. Roleplay a conversation with Isla based on the script you provided in Question 3. The most appropriate way to do this is with your trainer, either in class or via an online workshop. Alternatively, you may conduct a short roleplay with a friend, family member or colleague of 5 to 10 minutes in duration and record it.
For students completing this roleplay with their trainer, please record the date, time and name of the trainer who supervised your role play in the space below.
Students recording this roleplay are to submit the recording with their assignment.
===================

Student Name:
Date:
Declaration
I acknowledge the assessment process has been explained and agree to undertake assessment. I am aware of Careers Australia’s appeals process, should the need arise. I also understand that I must be assessed as ‘satisfactory’ in all parts of the assessment to gain a competent result for this unit of competency. I declare that the work contained in this assessment is my own, except where acknowledgement of sources is made. I understand that a person found responsible for academic misconduct will be subject to disciplinary action (refer to student handbook).
Student Signature:¬ Date:
Assignment 3
Facilitating team work is the most rewarding and challenging task in your new leadership role. You need to ensure you develop your skills of facilitation. You want to engage and inspire your team to reach optimum performance levels. For ongoing communication you have decided to hold weekly team meetings and quarterly team activities of various themes designed to team build and share skills.
Question 1
Hint
Read the content in the following sections of the eBook BSBWOR502 Lead and manage team effectiveness to help you with this question.
3.1 Encourage team members and individuals to participate in and to take responsibility for team activities, including communication processes.
Question 1, Part A
Teams and individual team members need to participate in and to take responsibility for the teams operational objectives, communication and other team activities. Your team has been working well for a few months, but have started to lose motivation, you need to concentrate on encouraging your team to greater levels of participation and taking responsibility.
You need to come up with a simple plan to encourage team members to:
• manage communication for the team
• take responsibility for team activities
• participate.
Your plan must address all above points and apply across the team. Explain why you chose to use this plan in your answer.
Question 1, Part B
To demonstrate your ability to interact with others and encourage team members to adhere and commit to your plan you need to conduct a roleplay in which you present the plan to the team. The most appropriate way to do this is with your trainer, either in class or via an online workshop. Alternatively you may conduct a short roleplay with a friend, family member or colleague of 5 to 10 minutes in duration and record it.
For students completing this roleplay with their trainer, please record the date, time and name of the trainer who supervised your role play in the space below.
Students recording this roleplay are to submit the recording with their assignment.
Your trainer will be expecting the following information from you to assess your competence in the specific area.
Did you show evidence of the following? Y/N
Presenting the plan to the ‘team’
How this will encourage your team members to take responsibility and participate in team activities.
Question 2
Hint
Read the content in the following sections of the eBook BSBWOR502 Lead and manage team effectiveness to help you with this question.
3.2 Support the team in identifying and resolving work performance problems.
It’s April and you have been leading your team well and results to date are promising. However, you have noted Mandy Panitz, one of your department store managers has not completed the quarterly performance review interviews with her direct reports. These are now nearly a month overdue.
Using the team issue resolution procedure/problem solving model you designed in Assignment 1, Question 2 (for your presentation) support Mandy and her team with identification and resolution of the problem.
Remember you need to identify the problem before you can rectify it. Make sure you address this.
Write an email to Mandy arranging support for her and, in turn her team, in the email you should refer to the team processes for identifying and resolving issues and problems you created in task one question two.
Hint: Consider how informal and formal learning can be provided when offering support to your team.
Sending emails - A template has been provided here for your direction. The email will be ‘sent’ when you submit this assignment.
Send
? To Mandy Panitz
Subject Performance reviews
Dear Mandy
I look forward to your feedback on this suggestion and to our meeting as soon as possible.
Joan
Question 3
Hint
Read the content in the following sections of the eBook BSBWOR502 Lead and manage team effectiveness to help you with this question.
3.3 Ensure own contribution to work team serves as a role model for others and enhances the organisation’s image for all stakeholders
Considering the problem you are managing in Question 2, answer the following:
Question 3, Part A
How can you be an effective role model for your department managers?
Question 3, Part B
How can you be sure you are promoting and adding value to the image of the organisation, your team and all stakeholders?
=======================

Student Name:
Date:
Declaration
I acknowledge the assessment process has been explained and agree to undertake assessment. I am aware of Careers Australia’s appeals process, should the need arise. I also understand that I must be assessed as ‘satisfactory’ in all parts of the assessment to gain a competent result for this unit of competency. I declare that the work contained in this assessment is my own, except where acknowledgement of sources is made. I understand that a person found responsible for academic misconduct will be subject to disciplinary action (refer to student handbook).
Student Signature:¬ Date:
Assignment 4
As the sales manager you need to liaise with internal and external stakeholders. You must have adequate communication strategies in place to provide reporting, operational information and team performance. It is important to share your teams’ successes with the organisation.
Your stakeholders include, your team, managers you report to, staff of the various departments. There could be a need to communicate with customers and suppliers of product for your team. Staff members from other departments may also be impacted by actions of the team.
In the past, criticism has been levelled at the sales department (your new department) that communication was poor, staff didn’t know what was happening and management stumbled over results and issues too late to be able to offer any support. You are keen to address these issues and make sure lines of communication are open.
Question 1
Hint
Read the content in the following sections of the eBook BSBWOR502 Lead and manage team effectiveness to help you with this question.
4.1 Establish and maintain open communication processes with all stakeholders.
You have held a meeting with your stakeholders within the organisation and need to communicate the results of the meeting to them and those who were unable to attend, (i.e. suppliers and some customers). Send an email to all your stakeholders, providing information on the communication processes you expect.
Specifically you want to establish open lines of communication, and maintain them, making sure these lines remain open with your stakeholders.
Sending emails - A sample has been provided here for your direction. The email will be ‘sent’ when you submit this assignment.

Send
? To Stakeholders
Subject Communication
Dear all
We have recently held a very successful meeting, discussing communication in our team and with the outside world, our stakeholders.
Thanks for your input, please don’t hesitate to talk to me immediately if you have anything further.
Joan

Question 2
Hint
Read the content in the following sections of the eBook BSBWOR502 Lead and manage team effectiveness to help you with this question.
4.2 Communicate information from line manager/management to the team.
You have received this email from Hanz Konig – Head of operations for the Department Store.
Send
? To Managers
Subject General and information required
New range proposals.
Date Tuesday XX/XX
Dear all
We have been working on a series of initiatives, regarding proposals put forward, to provide additional income and sales for the Department store. The negotiations with suppliers offshore and locally have provided us with some viable options for alternative ranges. This will mean a restructure of floor space and a change in several areas, especially in some areas of staffing. Specifics are not yet known, please don’t speculate, as soon as I can advise more particulars, I will. The details of these negotiations are still private but I attach a précis of the discussions so far for your information.
By Friday, close of business, for each of your areas, I need your highest selling ranges and stock levels for those and for the lowest selling ranges, we will obviously need to rid ourselves of over stock in these poor performing areas. Can you please ask your department managers to provide these figures as soon as possible to assist with further planning? I also would welcome suggestions from you and your teams, for reducing the stock levels in identified low selling ranges.
Thanks for your input, please don’t hesitate to talk to me immediately if you have anything further.
Hanz Konig

When you are given information from a senior manager like this, with high level content, it often contains information not every member of the team needs to know in its entirety. It may be of a sensitive nature or need to be moderated in its delivery to maximise the effect of the message. What information would you pass onto your team members? Write an email providing them with instructions based on the email from Hanz.
Sending emails - A sample has been provided here for your direction. The email will be ‘sent’ when you submit this assignment.

Send
? To Team
Subject Information please

Date Wednesday XX/XX
Dear All
Joan

Question 3
Oral communication
Now you need to communicate using verbal skills. Roleplay a conversation with your team where you re-confirm the content of the email you wrote in Question 2. Your trainer will be expecting the following information from you to assess your competence in the specific area. Establish and maintain open communication processes with all stakeholders specifically:
• Communicate information from management to your team as per the scenario
• Communicate unresolved issues, concerns and problems raised by team members
For students completing this roleplay with their trainer, please record the date, time and name of the trainer who supervised your role play in the space below.
Students recording this roleplay are to submit the recording with their assignment.

Question 4
Hint
Read the content in the following sections of the eBook BSBWOR502 Lead and manage team effectiveness to help you with this question.
4.3 Communicate unresolved issues, concerns and problems raised by team members and follow up with line manager/management and other relevant stakeholders.
You have provided excellent support and training to your department managers on the performance review process.
Last quarter an issue was identified with Mandy Panitz and her team’s review process. You worked with her and thought you had resolved the issue. Unfortunately, not, despite following the process you and your team established and agreed on. The result is:
• Mandy still has outstanding staff performance reviews which are three months late
• We are heading into the next quarterly review phase.
• Several of Mandy’s team have come to you to complain. They are glad to receive regular performance reviews it helps them with their areas of responsibility and development.
Question4, Part A
You need to communicate this issue with Hanz Konig (your manager) by email. He needs to know and you may need his support.
Hint: consider the process for unresolved issues which is in your eBook.
Sending emails - A sample has been provided here for your direction. The email will be ‘sent’ when you submit this assignment.

Send
? To Hanz Konig
Subject Unresolved issues

Date Wednesday XX/XX
Dear Hanz,
Joan

Question 4, Part B
Follow up is critical, this is an opportunity for you to demonstrate the expected role model behaviour for a manager in this position.
Oral communication
Now you need to communicate using verbal skills/. The most appropriate way to do this is with your trainer, either in class or via an online workshop. Alternatively, you may conduct a short roleplay with a friend, family member or colleague of 5 to 10 minutes in duration and record it.
Your trainer will be expecting the following information from you to assess your competence in the specific area:
Did you show evidence of the following?
Communicate unresolved issues
Communicate concerns around the scenario issues
Communicate problems raised by staff or team members
How will you follow up with your team and manager?
For students completing this roleplay with their trainer, please record the date, time and name of the trainer who supervised your role play in the space below.
Students recording this roleplay are to submit the recording with their assignment.
Question 5
Hint
Read the content in the following sections of the eBook BSBWOR502 Lead and manage team effectiveness to help you with this question.
4.4 Evaluate and take necessary corrective action regarding unresolved issues, concerns and problems raised by internal or external stakeholders.
This issue with Mandy is a critical non-performance issue. Evaluate the issue and take action to address and correct the issue. How will you address this lack of performance? Include details of who you would consult with and what policies and procedures will govern your actions.