Reference no: EM132152243

ASSESSMENT TASK -

Role play - You are the Marketing and Communications Manager for Football South East Coast (FSEC) and are required to conduct a meeting with the Marketing Officer to discuss her underperformance and to identify solutions to address the issue.

Carefully read the case study FSEC Complaints and then complete the tasks that follow.

Case study: FSEC Complaints

Two staff at FSCE have lodged complaints with you, the Marketing and Communications Manager, about the Marketing Officer's work. The staff complain that Jackie is often talking to friends on her mobile and so when the office phone rings they answer the phone. Even when Jackie can see they are trying to answer queries that directly relate to her work, she does not end her personal call. This not only takes other staff member's time in answering such calls, but also then to make notes for Jackie on the call.

The staff have said that the behaviour is recent, and until recently Jackie has always been hard-working and reliable.

You need to meet with Jackie to discuss the issue and identify realistic solutions.

1. Prepare for a meeting with the team member

You will be assessed on your demonstration of the skills referred to under 'Key points for employers to remember' (under the heading 'Step 3 - Meet with the employee to discuss the problem').

2. Conduct a meeting with the team member

You (as the Marketing and Communications Manager) are required to cover the following during the meeting with Jackie:

• explain the purpose of the meeting
• explain to Jackie what the problem is
• explain how this behaviour impacts on the workplace and why it is a concern.
• discuss and agree on a solution with Jackie. Use your skills to come up with realistic and creative solutions.
• Jackie will be role played by your assessor.

During by: the meeting, you will need to demonstrate interpersonal and communication skills

• keeping communication clear and simple
• staying relaxed and encouraging
• listening to Jackie and confirming and clarifying information
• talking about the issue and not the person
• exploring the reasons why there is an issue
• clarifying details
• asking questions to confirm information
• summarising to check understanding of the situation
• emphasising Jackie's strengths as set out in the scenario information.

3. Complete a summary of the meeting

Following the meeting, complete a short summary of the meeting.

Your summary will need to be submitted to the General Manager and should be in clearly understood English and written in an appropriate (polite, business-like) style. The summary should include:

• a short summary of the issues
• a summary of the meeting you had with Jackie the agreed solution
• a reference to requirement to send the summary to Jackie within one day of the meeting
• a reminder to file the document in Jackie's file.

Submit your summary of the meeting.