Carefully read the following information:

Assume that the CEO of NatureCare Products has indicated that he wants you to prioritise
treatment of a number of risks as follows:

 Inability to attract sufficiently qualified staff

One of the risks identified in the risk management plan is the inability to attract sufficiently
qualified and knowledgeable staff to manage the new retail stores. The risk treatment identified
is to invest in the training and development of existing staff to fulfil this role, at least in the short
term.

It has been identified that at least two of the existing customer service representatives are
interested in taking on this new role. Neither of the two customer service representatives have
managerial skills nor knowledge, but they both have excellent company and product knowledge,
as well as customer service skills.

 Unsustainable workplace
Another risk identified in the risk management plan is increased costs to the business through
inefficiencies in resources usage. Given that the business is set to expand, it is of key importance
that resources are used sustainably and efficiently. The CEO wants to implement the risk
treatment of measuring the company’s environmental sustainability and resource usage,
commencing with the head office location.

 Low customer satisfaction

A further risk identified as a priority is the any threat to customer satisfaction. Given that the
business is expanding, customer satisfaction will be crucial. The risk treatment identified is to
develop a customer questionnaire that can be used to measure customer satisfaction.

Complete the following activities:

1. Write a report on staff training options

Staff Training Option :
Communication skill
Conflict Management Training
Leadership Training

Communication Skill Training

Communication is so important for efficiency and positive outcomes in the workplace. If you
find your team has difficulty delivering or following instructions, or if you notice constant
misunderstandings between your staff, Communication Training can help regain control.
Recommendation Training option
WeTrainAU
Duration : 2 Hours
Cost : $ 200
Location : NatureCare Main office at Brisbane
Outcome :
How to understand your unique communication style and adapt it to situations and other
people’s styles
Techniques to give clear communication and avoid misunderstandings and confusion
How to communicate with a group
Building and enhancing relationships using Neuro-Linguistic Programming (NLP)
How to use positive language
Essential knowledge regarding non-verbal interaction and body language
How to build your active learning skills and become a great listener
How to deliver a high impact message
Using language for persuasion and influence
Turning tough situations upside down so the outcome is a winning one for all involved
The 10 fundamental rules of communication in successful relationships
Taking your newly learnt communication skills and actioning a plan

Conflict Management Training

In the professional world, often conflict is necessary, both for personal and business
development. Without conflict, we would not be able to look at our plans and decisions from
different angles.
While healthy discussion can be positive, when people cannot work through an issue it can lead
to unpleasant encounters which limit growth and development. When this type of conflict
arises, negative energy can result in hurt feelings, damaged relationships and loss of
productivity.
Recommendation Training option
WeTrainAU
Duration : 3 Hours
Cost : $ 300
Location : NatureCare Main office at Brisbane
Outcome :
What conflict is and why it has the potential to escalate at every level of business
The types of conflict, the stages of conflict and the difference between spontaneous and
reflective actions
The most common conflict resolution styles and how to resolve conflict with positive outcomes
for all
Using active listening, paraphrasing skills and body language to minimise conflict
How to use conflict to elicit opportunities which can be put to use within the business
Intervening in conflicting situations and the role of communication in conflict resolution
Leveraging conflict for better productivity and performance
Supporting fellow team members during times of conflict

Leadership Training
Many managers end up in leadership roles without the proper skills or training, leaving them
feeling overwhelmed and struggling to stay in control.
This training enables senior team members to make good decisions and achieve better results
by learning how to lead effectively. Attendees discover how to create great teams which deliver
better results across sales, operations and customer service.
Recommendation Training option
WeTrainAU
Duration : 3 Hours
 Cost : $ 300
Location : NatureCare Main office at Brisbane
Outcome :
The key differences between being a leader and a manager
Leadership styles and how to adapt to your environment
Why different situations require unique leadership styles and the types of leadership required in
any organisation
The qualities, character traits and skills which make an effective leader
How to inspire the best from people and witness leadership in action
How to build, manage and motivate high-performance teams for the best results
Using delegation correctly to improve results and be effective
How to initiate change, navigate through the challenges and get lasting results
How to quickly get back on track and avoid losing the confidence of your team when things go
wrong
How to implement your new leadership skills into your daily action plan

2. Undertake an inspection of head office

Environmental Sustainability and Resource Usage Record

Areas of GMC & practices reviewed Provide a brief description of the issue in this
section.
Use of consumables/ materials/ technology/
 We could identify that in general, all the
equipment
electrical installations are new, so, almost all of
● Identify equipment that use energy and determine
the equipment use the same energy.
which equipment uses the most/least energy?
● Are switches left on overnight/weekend?  Yes, the school does not have a system that

● Do staff use the sleep mode/screen saver? turns off the lights automatically, so, if someone

● What practices are currently in place to help forget to do it, it will stay on all night long or even
minimize energy wastage? weekend.

 Yes, all the computers have sleep and saver

mode, and it is always being used.

 Trying to turn off the lights before close and

the air conditioning not so strong.
Energy usage e.g. water, electricity gas
 Usually the energy used on daily basis is ok,
● How is energy used on a daily basis?
because the water is not a big deal at school, it is
● What things/tasks use up the most energy?
used to wash dishes and hand.
● Are switches left on overnight/weekend?
● Are staff using energy sensibly?  Dishwasher, but it is on when its full of dishes,

● What practices are in place to support effective to salve energy and water.
energy use?  Sometimes it happens, as I said previously.

 Trying to turn off lights that is been not used.

Waste
 The big waste is with toilet paper to dry hands
● Describe workplace waste.
● How is it disposed of?  It is free and you can take as much as you need.

● Are staff conscious of waste management practices  Sometimes people are not conscious.
e.g. recycling, reuse, disposal?

Date of inspection or review: 09/02/20 Completed by: 10/02/2020

3. Develop a customer questionnaire.

Please select the degree of satisfaction for each of the following

(1. very poor 5. superior)

1 2 3 4 5
1.1 Swiftness in delivering the agreed material
1.2 Quality of the material
1.3 Quality of the financial data
1.4 Quality of Technical or Financial Reports
1.5 Easiness to access the right person
1.6 Understanding your needs
1.7 Responding to your needs
1.8 Quality of cooperation with our staff
1.9 Help provided during the project implementation
1.10 Behavior of the Research Committee staff

Please mark whether one the following have incurred during your cooperation with the Research
Committee

YES NO Number of
Occurrences
 2.1 Delay in deliverables?
2.2 Errors in the financial data?
2.3 Insufficient technical or economic reports?
2.4 Delayed response to your invitation?
2.5 Improper behavior by one of our employees?
Communication difficulties with the staff in
2.6
charge?
2.7 Lack of information?
Other? (Please Specify)
2.8
2.9 In order to better evaluate the data, please mention certain events, which annoyed you.

1.Please rate the University of Ioannina Research Committee services

(1: Very Poor, 5: Superior)
1 2 3 4 5
In general how would rate the services provide by the
University of Ioannina Research Committee?

2.Please give us your opinion on the following subjects:

4.1 The ability of our staff

The quality of information provided to you by our organization, as far as our cooperation
4.2
is concerned

4.3 The way of communication

4.4 Any complicated (obstructing/ impeding) procedure during our cooperation

3.How would you evaluate the servicing by our organization?

5.1 How would you evaluate the servicing by our organization?
4.Do you have any suggestions for improvement?
6.1 Do you have any suggestions for improvement?

4. Write an email in a word document to the CEO (your trainer).

Dear Sir/ CEO,

As our discussion about inability to hire sufficiently qualified and knowledgeable staff to manage
the new retail stores. We decided to train 2 sales representative that have excellent company and
product knowledge, as well as customer service skills whom interested taking the new role, but as
neither of the two customer service representatives have managerial skills nor knowledge, we provide
the training to the sales representatives.

Please find attached our Training reports. I describe summary of the training to be provided and
outcomes, location, costs and duration as applicable.

Please let me know when we can have started the training as the new retail outlets in dire need of
new manager.

Thank you.
Operation Manager
Attachments

5. Write a risk monitoring report.

Risk monitoring report:
The customer survey results memo was reviewed, and the survey findings are as follows:
The survey was sent to 75 customers and out of that 49 customers completed the survey.
Overall satisfaction:
26 customers are totally satisfied and 16 are somewhat satisfied. 4 customers are dissatisfied, and 1
customer is totally dissatisfied.
The industry benchmark shows that the average customers who are totally satisfied is 42%. The
score is 53% which is above the industry average.
Ease of doing business:
Industry benchmarks show that the average customers who are totally satisfied is 47% and the
score is 40% for total satisfaction which is under the industry average.
Ease of relating to store manager and staff:
The industry benchmark shows that the average customers who are totally satisfied is 72%. The
score is 85% which is above the industry average.
Customers who said they would purchase products from Naturecare products again are:
42 customers are totally satisfied, and 8 customers are somewhat satisfied.
The industry benchmark shows that the average customers who are totally satisfied is 72%. The
score is 85% which is above the industry average.
Customers who said they would recommend Naturecare products to others:
38 are totally satisfied and 8 are somewhat satisfied.
The industry benchmark shows that the average customers who are totally satisfied is 63%. The
score is 77% which is above the industry average.
Risk control measures that should be put in place:
The ease of doing business is under the industry average. So, measures should be taken.
First, identify and analyze risks in relating to ease of doing business.
Then, review the execution of risk response actions, and evaluate their effectiveness.
Proper training should be given to the staff and try to be creative and innovative. This was
mentioned in the Action plan.
Sales data analysis memo:
Sales in the store has increased by 20% over the six-month period.
The reason for this is the customer service officers were transitioned to the manager roles has
assisted with the sales results.
The Melbourne store had low sales. It is managed by a new manager.
So, he/she might need some time and training.
Staff survey results memo:
After reviewing the staff survey results, the risks were identified in relation to the lack of qualified
staff.
In the risk action plan, it was mentioned that suitable people must be hired, and they should be
given proper training.
Performance review results memo:
After reviewing the performance review results memo, it was identified that
The manager of Brisbane is doing well in all aspects and the manager of Sydney needs to improve
in Adaptability, decision making and problem solving.
So, when recruiting new people, finding suitable people whoa are qualified should be considered.
Sustainability report:
The sustainability measures were implemented, and targets were set to reduce electricity
consumption by 20% and the targets were achieved. But after six months, it was increased again.
The reason might be the recruitment of the new staff.
Promoting awareness of sustainability initiatives among the staff members will help in reduce the
electricity consumption.

6. Write an email in a word document to the CEO (your trainer).

Dear Sir/ CEO,

As our discussion about the training provided to the new manager for branch retails.

Please find attached our Risk Monitoring report regarding performance our new manager and the
relation with the training that we provided.

Obviously the training we provided yield some excellent result even though there is some
improvement needed for the new Manager of Sydney branch retail. I have no doubt she will be more
get used to her new job and make less mistakes.

Please let me know if you any queries.

Thank you.

Kindly Regards,
Operation Manager

Attachment