Uc3.-Solve - Address General Workplace Problems
Uc3.-Solve - Address General Workplace Problems
Uc3.-Solve - Address General Workplace Problems
Instruction sheets:
Job Sheet – This is designed to guide you on how to the do job that
will contribute to the attainment of the learning outcome.
Worksheet – are the different forms that you need to fill up in certain
activities that you performed
Date Developed:
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GENERAL Developed by: Date Revised: Page
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Recognition of Prior Learning (RPL)
You may already have some or most of the knowledge and skills covered in
this learner’s guide because you have:
After completing this module ask your trainer to assess your competency.
The results of your assessment will be recorded in your competency profile.
All the learning activities are designed for you to complete at your own pace.
Inside this learner’s guide, you will find the activities for you to complete,
and at the back are the relevant information sheets for each learning
outcome. Each learning outcome may have more than one learning activity.
At the back of this learner’s guide is a Learner’s Diary. Use this diary to
record important dates, jobs undertaken and other workplace events that
will assist you in providing further details to your trainer or an assessor. A
Record of Achievement is also provided for your trainer to complete once
you complete the module.
Date Developed:
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LIST OF COMPETENCIES
No. Unit of Competency Module Title Code
Basic Competency
TABLE OF CONTENTS
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MODULE CONTENT
Introduction
This module covers the knowledge, skills, and attitudes in Solve/ Address
Routine Problems.
Learning Outcomes:
Assessment Criteria:
1. The role and objective of the team are identified from available
sources of information
are identified
recognized
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5. Reporting relationships within team and external to the team are
identified
procedures
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Learning Outcome Summary
CONTENTS:
1. Team role.
2. Relationship and responsibilities
3. Role and responsibilities with team environment.
4. Relationship within a team
5. Gender and Work Values in a team
6. Communication process
7. Team structure/team roles
8. Group planning and decision making
ASSESSMENT CRITERIA:
CONDITIONS:
ASSESSMENT METHODS:
Date Developed:
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1. Written test
2. Observation
3. Simulation
4. Role playing
Learning Experiences
Learning Outcome 1
Describe Team Role and Scope
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Information Sheet 2.1-1
Learning Objectives:
If it doesn't measure up to the definition, then you are not really leading a
team. You are probably managing a work group.
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In a team, members share decision-making and often build consensus, with
two-way communication between manager and members. There are joint
work assignments and accountability on both the individual and team
levels.
The nature of the work. Some work situations do not call for
members to make decisions together, nor is there a need for much two
way communication among team members and their manager. But if
there is a need for both, you have a team.
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A supportive and knowledgeable team manager/leader. The team
leader has to have technical knowledge of what the team is doing, as
well as be able to motivate and inspire the team.
Decision-making authority for daily work. Members must be allowed
to make decisions that impact their work products and services. When
we give people ownership over what they are doing, they perform
much better.
Rewards and recognition for accomplishing goals. Without rewards
and recognition, teams will not sustain high levels of performance.
Members need ongoing reminders that their efforts are valued and
appreciated.
1. Clarity in Team Goals. Groups often assume their goals are clear and
then later experience mistakes due to confusion. Goals need to be
specific, attainable, and well-communicated. When team goals are not
clear, potential troubles may include frequent disagreement about the
next steps, frustration at the lack of progress, and excessive
questioning of group decisions and actions.
2. Clearly Defined Roles. To clearly define the roles of a team, you need
to design formal roles and responsibilities, set clear boundaries for
each role, design job team responsibilities that use each member’s
talents, and rotate general roles. When there are no clearly defined
roles the skills of team members will not be fully utilized. There may
be confusion over which team member has a specific task and some
may get more than their share of tedious chores.
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4. Well Defined Decision Procedures. When teams develop effective
decision-making procedures, they: explore important issues by
polling members, decide important issues by consensus, use high-
quality data as a basis for decisions, and agree on who will make what
decisions. Without well-defined decision-making procedures, teams
find it difficult to break out of the old orientation of being told what to
do as opposed to deciding for themselves.
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participation. On all social teams and work teams that are ancillary to
an employee's core job, employees should choose to participate.
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Keys to Successful Team Work
The team understands the goals and is committed to attaining them.
This clear direction and agreement on mission and purpose is
essential for effective teamwork.
The team creates an environment in which people are comfortable
taking reasonable risks in communicating, advocating positions, and
taking action. Team members trust each other. Team members are
not punished for disagreeing.
The team has agreed upon procedures for diagnosing, analyzing, and
resolving teamwork problems and conflicts. The team does not
support member personality conflicts and clashes nor do team
members pick sides in a disagreement. Rather, members work
towards a mutual resolution.
Participative leadership is practiced in leading meetings, assigning
tasks, recording decisions and commitments, assessing progress,
holding team members accountable, and providing direction for the
team.
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If a team can get these ten factors right, success and a rewarding sense of
teamwork will follow.
Team building is an ongoing process that helps a work group evolve into a
cohesive unit. The team members not only share expectations for
accomplishing group tasks but trust and support one another and respect
one another's individual differences. Your role as a team builder is to lead
your team toward cohesiveness and productivity. A team takes on a life of its
own and you have to regularly nurture and maintain it, just as you do for
individual employees. Your Development & Training Organization
Development Consultant can advise and help you.
Guiding Principles
The first rule of team building is an obvious one: to lead a team effectively,
you must first establish your leadership with each team member. Remember
that the most effective team leaders build their relationships of trust and
loyalty, rather than fear or the power of their positions.
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Be aware of employees' unspoken feelings. Set an example to
team members by being open with employees and sensitive to their
moods and feelings.
Act as a harmonizing influence. Look for chances to mediate and
resolve minor disputes; point continually toward the team's higher
goals.
Be clear when communicating. Be careful to clarify directives.
Encourage trust and cooperation among employees on your
team. Remember that the relationships team members establish
among themselves are every bit as important as those you
establish with them. As the team begins to take shape, pay close
attention to the ways in which team members work together and
take steps to improve communication, cooperation, trust, and
respect in those relationships.
Encourage team members to share information. Emphasize the
importance of each team member's contribution and demonstrate
how all of their jobs operate together to move the entire team closer
to its goal.
Delegate problem-solving tasks to the team. Let the team work
on creative solutions together.
Facilitate communication. Remember that communication is the
single most important factor in successful teamwork. Facilitating
communication does not mean holding meetings all the time.
Instead, it means setting an example by remaining open to
suggestions and concerns, asking questions and offering help, and
by doing everything you can to avoid confusion in your own
communication.
Establish team values and goals; evaluate team performance.
Be sure to talk with members about the progress they are making
toward established goals so that employees get a sense both of
their success and of the challenges that lie ahead. Address
teamwork in performance standards. Discuss with your team:
What do we really care about in performing our job?
What does the word success mean to this team?
What actions can we take to live up to our stated values?
Make sure that you have a clear idea of what you need to
accomplish; that you know what your standards for success are
going to be; that you have established clear time frames; and that
team members understand their responsibilities.
Use consensus. Set objectives, solve problems, and plan for action.
While it takes much longer to establish consensus, this method
ultimately provides better decisions and greater productivity
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because it secures every employee's commitment to all phases of
the work.
Set ground rules for the team. These are the norms that you and
the team establish to ensure efficiency and success. They can be
simple directives (Team members are to be punctual for meetings)
or general guidelines (Every team member has the right to offer
ideas and suggestions), but you should make sure that the team
creates these ground rules by consensus and commits to them,
both as a group and as individuals.
Establish a method for arriving at a consensus. You may want
to conduct an open debate about the pros and cons of proposals or
establish research committees to investigate issues and deliver
reports.
Encourage listening and brainstorming. As a supervisor, your
first priority in creating consensus is to stimulate debate.
Remember that employees are often afraid to disagree with one
another and that this fear can lead your team to make mediocre
decisions. When you encourage debate, you inspire creativity and
that's how you'll spur your team on to better results.
Establish the parameters of consensus-building sessions. Be
sensitive to the frustration that can mount when the team is not
achieving consensus. At the outset of your meeting, establish time
limits, and work with the team to achieve consensus within those
parameters. Watch out for false consensus; if an agreement is
struck too quickly, be careful to probe individual team members to
discover their real feelings about the proposed solution.
Date Developed:
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GENERAL Developed by: Date Revised: Page
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Self-check 2.1-1
1. What is a team?
4. What are the guiding principles in team building and where these could
lead to?
Date Developed:
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3. The five keys to team spirit are the following:
4. The Guiding Principles of Team Building (and these could lead to…)
are the following:
CONTENTS:
1. Communication process
2. Team structure/team roles
3. Group planning and decision making
ASSESSMENT CRITERIA:
CONDITIONS:
ASSESSMENT METHODS:
Date Developed:
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GENERAL Developed by: Date Revised: Page
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Learning Experiences
Learning Outcome 2
Identify Roles and Responsibility within a team
Date Developed:
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Information Sheet 2.2-1
Learning Objectives:
Date Developed:
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Ask questions, even seemingly "dumb" ones. Often the new
perspective of "inexperienced" team members can provide insight.
Fulfill duties in between meetings.
Respect the opinions and positions of others on the team, even if the
person has an opposing view or different opinion.
Team Roles
Every team needs to have the following positions covered in order to
function effectively:
TEAM LEADER – The person who serves as the link between team
members and the rest of the organization by coordinating team activities
and maintaining all team documentation.
Team Responsibilities
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For ease, the information below outlines only the major tasks of each team
role:
ROLE RESPONSIBILITY
Team Sponsor
Team Member
Team Leader
Team Coach
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Self-Check 2.2-1
2. How could team members justify the statement, “Team members do not
have specific responsibilities, but their participation is critical to the
team’s success”. Team members must agree to…?”
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Be honest and keep any confidential information behind closed
doors.
Share the responsibility to rotate through other team roles like
facilitator, recorder, and timekeeper.
Share knowledge and expertise and not withhold information.
Ask questions, even seemingly "dumb" ones. Often the new
perspective of "inexperienced" team members can provide
insight.
Fulfill duties in between meetings.
Respect the opinions and positions of others on the team, even
if the person has an opposing view or different opinion.
CONTENTS:
ASSESSMENT CRITERIA:
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3. Observed protocols in reporting using standard operating
procedures
4. Contribute to the development of team work plans based on an
understanding of team’s role and objectives and individual
competencies of the members.
CONDITIONS:
ASSESSMENT METHODS:
1. Written test
2. Observation
3. Simulation
4. Role playing
Date Developed:
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GENERAL Developed by: Date Revised: Page
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Learning Experiences
Learning Outcome 3
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Information Sheet 2.3-1
WORKPLACE CONTEXT
Learning Objectives:
1. Know the steps that will help one build team player characteristics
2. Apply valuable work ethics?
Step 1
Step 2
CONTRIBUTION
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You must keep in mind that you are part of a team! Therefore, you should
do your part within your team. What are your duties and responsibilities?
And when are you expected to complete your task? You should take the
initiative to willingly contribute whatever it is you are assigned to do in a
timely manner because your co-workers are relying upon you to so.
Step 3
Sometimes you will be expected to listen to others within the team who
possess certain knowledge about a particular idea, subject, or situation and
you will need to listen attentively so that you can learn from them. At some
point you will be given the opportunity to demonstrate what you have
learned.
Step 4
There will be times where you will be expected to share what you know so
that your team members can benefit from your knowledge. Don't be
intimidated to share what you know. And never hold back valuable
knowledge and information from your team members.
Step 5
COMMUNICATION
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You should be able to articulate what you know in a clear and concise
manner, so that the listeners correctly comprehend what you are trying to
convey. Incomprehensible messages will only generate confusion amongst
your team members.
Step 6
You must keep in mind that there is always room for growth. Having said
that, there will be times when you will be criticised for something you said
or did. Don't take it personal, but view this an opportunity to grow.
Step 7
It is imperative that you give your co-workers the utmost respect at all
times. You should show kindness, be honest and loyal to your teammates.
They should show you respect in return as well.
Step 8
FEEDBACK
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Self-Check 2.3-1
1. What are steps that will help you build team player
characteristics and also learn some valuable work ethics?
3. The following are the steps that will help build team player
characteristics and also some valuable work ethics.
Step 2 CONTRIBUTIONS
Step 5 COMMUNICATIONS
Step 8 FEEDBACKS
Date Developed:
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GENERAL Developed by: Date Revised: Page
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References
www.google.com
Prentice Hall Book of Grammar
Date Developed:
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GENERAL Developed by: Date Revised: Page
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