Lead and Manage Effective Workplace Relationships

Work Responsibilities

Work Responsibility 1

Job role- Operations Manager. 

The most important work responsibility of an Operations Manager is to carry out the administrative and daily banking operations effectively. 

Strategy

The operation manager needs to manage the entire functioning of the business, hence the most effective strategy to liaise and work in coordination with all the other functions and departments.

Process (List the Steps)

The operations manager will connect with the administration team on to implement organise inventory to start the operation of the business.

Along with these in the operation manager will delegate work to other department and regularly take an update on their progress.

Additional information that needs to be communicated to the employee

The operation manager also provides additional information to the employees like the time frame for the task and who they need to report to on completion or other queries.

Work Responsibilities

Work Responsibility 2

Another important responsibility is managing his/her team to deliver effective services to clients.

Strategy

The strategy applied is taking a daily meeting at the start of the day to elaborately explain the team members the day's do to list. 

Process (List the Steps)

Taking meetings daily before the start of the work.

Mentioning and explaining the daily targets of the team members in the meeting.

Allocating the day’s work to the team member and listing.

Recording end of the day results and completion of work by documentation and also taking day end meetings to understand the team's progress.

Additional information that needs to be communicated to the employee

Along with mentioning the daily targets, the manager needs to mention additional information like the time deadline by which the target should be delivered. The solutions, strategies that the team can use to achieve the target. 

Communications Policy Processes – Consultation Process

Objective: the objective of the communication and consultation process is to achieve the aimed target by long-range planning and monitoring. For any business activity to be successful it is important to communicate the common goal and policies to all members of a team and a set communication policy can help to achieve this. Effective communication and consultation process helps to develop and foster good working relations between the operations manager and his team.

Process Steps - Communicating information to support employees in achieving their work roles:

To take a formal meeting every day to communicate the target and the goal to be achieved.

Giving additional information and explain strategies that the team members can use to complete their work like giving complete information about the different I.T systems, portals and software. 

Each team member is required to communicate on an official document about each day’s progress

Process Steps - Facilitating employees’ contributions to the consultation process 

Spend adequate time on discussion with the team members and encourage feedback from the employee

Build trust relationships with the team members and amongst them by encouraging informal meetings at times and discussing common interests.

To guide the employees and be available and address their queries which helps them gain a stronger sense of trust and job satisfaction

Allowing the employees to express their views, especially when some new procedure is released. 

Process Steps - Providing feedback on the outcomes of the consultation process 

Allowing an employee to express their views and provide feedback which can help in improved management of work.

Communications Policy Processes – Issue Resolution

Objective: the key objective of communication policy for issue resolution is that to create and provide an environment for the employee to provide their feedback and bring their complaints and work-related problems to the attention of the management or here to the attention of the operations manager. Such a policy aims to resolve issues of misunderstandings, complex work situations and the differences among the employee. 

Process Steps – Raising Issues

The employee who has a complaint or issue regarding work first is required to present the complaint to the immediate supervisor of that team or the operations manager.

To present his complaint the employee is required to write a mail or document his concern.

Nowadays, many companies have developed specific systems and portals which allow the employees to raise their issues.

Process Steps – Resolving Issues 

The supervisor or the manager is required to discuss the matter personally with that employee after receiving his raised issue or compliant.

Through this discussion, the manager obtains all the relevant information.

The manager then consults with the concerned department to resolve the issue. At the time the manager also seeks assistance from the human resource department.

Process Steps – Referring Issues 

After working on the issue, the manager will then again discuss the solution with that employee personally. 

The manager tries to explain the decisions and reasons for those decisions and try to resolve the issue.

Following the personal discussion, the resolution at times in also documented by the manager. 

Feedback Session with Attendee 

Date: 

Time: 

Location: 

Meeting called

Facilitating a feedback session with for resolving the issue

Facilitator

Name of Attendee #1:

Signature of attendee:

Agenda Item(s):

Discussion

Outcomes of the consultation processes

Outline of the issue involved:

Due to high staff turnover in recent months, additional duties have been given to the employee, which has created a hectic and unsustainable workload. New employees have been appointed but they still need training. As a result, the workload for this employee has remained the same or increased. This has created dissatisfaction of job among the employee and he has raised his concern.

The proposed solution for the issue:

The solution for this issue is that the manager should clearly understand the concern of the employee and help him. He should provide a helping or supporting staff to the employee which help decrease the workload on the employee. Also, the manager can provide some kind of relaxation for non-priority task.

Steps for implementing the proposed solution

Firstly, a personal discussion with the employee formally or informally.

Trying to understand the employee concern.

Motivating the employee and get job satisfaction.

Ensuring the employee to help him and provide some support staff to him to decrease his workload to some extent.

Building trust, among the employees, is important for developing a job satisfaction among them. This is achieved by being honest and supportive to the employees. By always being approachable and connected with, the employee can are free to express their views and concerns and thus build a trusts relationship with them. Instead of pointing out the mistakes of the employee in an open forum, sometimes it has to be discussed with the employee personally. This will develop trust among the employee and he will work on it more effectively. 

as a manager, one should adjust its interpersonal communication style to meet the workplace’s cultural diversity. This can be achieved by taking some knowledge and being aware of the person’s cultural background. For instance, the manager can change the use of language or use non-verbal communication if the employee is not fluent with that language.

One of the ways by which a manager can communicate effectively to meet the workplace's ethical guidelines is by developing a safe feedback mechanism for the employees. For instance, the manager can make use of suggestion boxes to encourage people to express their views without any fear of judgemental environment. 

Action Plan

Activities / Actions

Due Date

Person

The first step is to assess the current internal and external communication strategy and is there any scope for development of new strategies. Thus, the initial 1 month can be spent on this research work.

The next month can be spent on analysing how the current internal and external communication are performing. Based on that new goals and aims of the internal and external communication can be outlined and the desired outcome can be framed.

After setting the goal and outlining the desired outcome it is essential to define the target audience. This includes the sales team, the operations team etc. 

The next step in this process involves creating and developing the message or the desired change in the internal and external communication which needs to be communicated to the target audience. 

After developing the message, it is important to decide on effective strategies and channels that can be used. For example, using digital and electronic mode of communication like video conferencing. 

Once these strategies are implemented, it is also important to monitor the progress and develop a feedback mechanism for the same.

Resolution Strategies

Difficulty with

Resolution Strategies

Action Plan

Administration Team Leader1 

The conflict can be resolved using an open and approachable. 

When facing difficulty with the administration team lead, it is important to openly discuss with the team lead to the issues and develop methods to resolve them.

Client Liaison Office 

The conflict can be resolved by mentioning the behavioural outcome required. 

The manager shall look at the issues objectively and mention the behavioural outcomes expected and work-related outcomes.

Documentation and Logistics Staff

The conflict can be resolved by defining the setting work procedures and protocols. 

The manager can outline and set up specific work procedures, that the documentation and logistic staff must use for effective performance and also to develop and record their progress.

Conflict management in a workplace is an important function of a manager. The manager should use the following process for this purpose:

• Clarify and understand the disagreement and go to the heart of the conflict.

• Discussion and understanding the both person’s view is very important. It is important to be an active listener for this purpose.

• After listening and assessing the conflict it is necessary to develop and establish a common goal for both parties. This involves both sides to agree on the desired outcome.

• After establishing a common goal, it is also necessary to outline and explain the ways to achieve these goals. 

• Finally, both the parties should agree on the best way to resolve the conflict. They should finally create a win-win conclusion for the conflict.

   

To:

Documentation and Logistic staff

Cc:

Subject:

Resolution of the conflict

Dear Sir/Madam,

Concerning our discussion on the outlined action plan, I would like to summarise the same that agreed-upon work procedures will be thoroughly followed by the entire team along with timely reporting of the same. If there are any queries the staff will act on it immediately keeping the supervisors in the loop.

These systems and procedures implemented help to meet the organizational policies by creating an employee-friendly work environment and building a trust relationship with them. These procedures help to achieve effective and maximum performance of the employee job satisfaction among employees and thus help the organization to gain competitive advantage.