Working with and leading
people
,Contents
Executive summary................................................................................................................................3
Introduction...........................................................................................................................................3
AC 1.1 Job Description & Person Specification for Customer Service Advisor at Delta PLC Bank..........4
1.2. Assess the impact of legal, regulatory and ethical considerations to the recruitment and
selection process of the bank................................................................................................................8
1.3. Reflective account on my contributions to the selection process as the HR manager..................10
AC 1.4 Evaluation of the benefits of the contributions made to the selection process as the HR
manager...............................................................................................................................................12
AC 2.1 Skills and Attributes Required for Leadership...........................................................................13
AC 2.2 Differences between Leadership and Management.................................................................16
AC. 3.1 Assessment of the Benefits of Team Work for Delta Plc..........................................................17
AC. 2.3 & 3.2 Reflective Account on the role played as a Team Leader and a Team member to resolve
difficult situations while working on the R&S project..........................................................................19
AC 3.3 Review the effectiveness of the Recruitment and Selection team in achieving the goals of the
Recruitment and Selection project for Delta Plc..................................................................................21
AC 2.4 Ways to motivate staff to achieve objectives at Delta Plc........................................................24
TASK 3..................................................................................................................................................26
AC. 4.2 Plan for assessing the development needs of a member of staff at Delta Plc. and a sample
assessment..........................................................................................................................................26
A.C 4.1 Factors involved in planning the monitoring and assessment of work performance..............30
AC 4.3 Evaluation of the success of the assessment process...............................................................32
Conclusion...........................................................................................................................................34
Bibliography.........................................................................................................................................35
2
,Executive summary
From the assignment, the practical part of working with and leading the people has got well-
known concept of management. How to work as a team member and how to lead is portrayed
effectively and efficiently. The different leadership styles in varied situations and its
implication are systematically discussed in the assignment. So, from this assignment learning
outcome, it can be implied on any time in businesses and arranging the processes defined
here can be applied to any business firm as management is universal.
Introduction
In this assignment, I am the Human Resource Manager of a main high street bank, Delta Plc.
My HR director, Jane desires to assess my expertise in recruitment, selection and retention
procedures for my Continuous Professional Development.
From the interviewing and referencing of applicants to the final selection, the process is
limited by many ethical and legal restrictions.
Leadership, organizing are the disputed matters on the topic. Traditional and contemporary
leadership style and its implication have been clearly show cast. The Human resource
management process and its meaning can be acknowledged from the practical association of
it. Motivation fluctuates from person to person. The complexity regarding all these
procedures comes to light on the following analysis. These two-focused function of
management- leading and organizing have itself a colossal world of function. So, working
with and leading people got importance from anonymous functions of management. The real-
world style has been so popular that a different spin must be given to leadership, motivation
and HRM process.
3
, TASK 1
AC 1.1 Job Description & Person Specification for
Customer Service Advisor at Delta PLC Bank
Job description
Job description is a list of the responsibilities that you have and the duties that you are
expected to perform in your work (Cambridge University press, 2008).
Customer Service Advisor is one of the very important capitals necessary for client
fulfilment. A bank could work effectively just by delivering the greatest customer service.
Reduced customer service might conduct to the loss of the customers and they will look for
other bank services. The Customer Service Advisor must be competent to resolve the
difficulties of the clients with smile, honesty and carefulness.
Person specification
The person specification is a description of the qualifications, skills, experience, knowledge
and other attributes (selection criteria) which an applicant must possess to accomplish the job
duties. The specification should be resulting from the job description and forms the basis for
the recruitment procedure.
I have used the person specification as a beginning for the selection decisions at shortlisting,
presentation/test and interview phases. Interview questions and selection tests have also
resulted from the person specification and were specially made to bring about more evidence
on applicants against the criteria. I have also used the person specification in order to write
the advertisement for the Customer Service Advisor Position at Delta Plc.
4
people
,Contents
Executive summary................................................................................................................................3
Introduction...........................................................................................................................................3
AC 1.1 Job Description & Person Specification for Customer Service Advisor at Delta PLC Bank..........4
1.2. Assess the impact of legal, regulatory and ethical considerations to the recruitment and
selection process of the bank................................................................................................................8
1.3. Reflective account on my contributions to the selection process as the HR manager..................10
AC 1.4 Evaluation of the benefits of the contributions made to the selection process as the HR
manager...............................................................................................................................................12
AC 2.1 Skills and Attributes Required for Leadership...........................................................................13
AC 2.2 Differences between Leadership and Management.................................................................16
AC. 3.1 Assessment of the Benefits of Team Work for Delta Plc..........................................................17
AC. 2.3 & 3.2 Reflective Account on the role played as a Team Leader and a Team member to resolve
difficult situations while working on the R&S project..........................................................................19
AC 3.3 Review the effectiveness of the Recruitment and Selection team in achieving the goals of the
Recruitment and Selection project for Delta Plc..................................................................................21
AC 2.4 Ways to motivate staff to achieve objectives at Delta Plc........................................................24
TASK 3..................................................................................................................................................26
AC. 4.2 Plan for assessing the development needs of a member of staff at Delta Plc. and a sample
assessment..........................................................................................................................................26
A.C 4.1 Factors involved in planning the monitoring and assessment of work performance..............30
AC 4.3 Evaluation of the success of the assessment process...............................................................32
Conclusion...........................................................................................................................................34
Bibliography.........................................................................................................................................35
2
,Executive summary
From the assignment, the practical part of working with and leading the people has got well-
known concept of management. How to work as a team member and how to lead is portrayed
effectively and efficiently. The different leadership styles in varied situations and its
implication are systematically discussed in the assignment. So, from this assignment learning
outcome, it can be implied on any time in businesses and arranging the processes defined
here can be applied to any business firm as management is universal.
Introduction
In this assignment, I am the Human Resource Manager of a main high street bank, Delta Plc.
My HR director, Jane desires to assess my expertise in recruitment, selection and retention
procedures for my Continuous Professional Development.
From the interviewing and referencing of applicants to the final selection, the process is
limited by many ethical and legal restrictions.
Leadership, organizing are the disputed matters on the topic. Traditional and contemporary
leadership style and its implication have been clearly show cast. The Human resource
management process and its meaning can be acknowledged from the practical association of
it. Motivation fluctuates from person to person. The complexity regarding all these
procedures comes to light on the following analysis. These two-focused function of
management- leading and organizing have itself a colossal world of function. So, working
with and leading people got importance from anonymous functions of management. The real-
world style has been so popular that a different spin must be given to leadership, motivation
and HRM process.
3
, TASK 1
AC 1.1 Job Description & Person Specification for
Customer Service Advisor at Delta PLC Bank
Job description
Job description is a list of the responsibilities that you have and the duties that you are
expected to perform in your work (Cambridge University press, 2008).
Customer Service Advisor is one of the very important capitals necessary for client
fulfilment. A bank could work effectively just by delivering the greatest customer service.
Reduced customer service might conduct to the loss of the customers and they will look for
other bank services. The Customer Service Advisor must be competent to resolve the
difficulties of the clients with smile, honesty and carefulness.
Person specification
The person specification is a description of the qualifications, skills, experience, knowledge
and other attributes (selection criteria) which an applicant must possess to accomplish the job
duties. The specification should be resulting from the job description and forms the basis for
the recruitment procedure.
I have used the person specification as a beginning for the selection decisions at shortlisting,
presentation/test and interview phases. Interview questions and selection tests have also
resulted from the person specification and were specially made to bring about more evidence
on applicants against the criteria. I have also used the person specification in order to write
the advertisement for the Customer Service Advisor Position at Delta Plc.
4
