TASK TW O
PURPOSE
Self Reflection, Team Audit
The purpose of this embedding task is to provide you with an opportunity to
build upon the insights and learning that you acquired during the two month
program.
Specifically, you will be required to complete a daily self-reflection journal over 5
days, an audit of your team and develop a 60-Day plan to address the development
areas identified in your audit.
Completion of this task is essential to successfully complete the Gold Certification
program. You will be expected to share and discuss your outcomes, key insights and
intended action steps during your final presentation task.
STRUCTURE
You will be required to complete all parts of this embedding task in consultation with
your Line Manager.
► Part 1: Self Reflection
Over the course of 5 days, at the completion of each day, complete
your reflective journal. Consider the questions that are provided
each day as a guide, along with any other insights you may gain
along the way.
► Part 2: Team Audit
Using the Pfeiffer High Performance Teams framework from the
two-month management workshop & discussion with your Line
Manager, you will be required to identify top development areas for
your team to focus on.
► Part 3: 60-Day Plan
Based upon the top development areas identified in your HPT team
audit and in consultation with your Line Manager, your task is to
identify the 3 direct reports to focus on to address your team
development areas using the FLG Talent Review Matrix. You will
then be tasked to consider how you can use flexible management
styles to do this.
► Feedback & Submission
On completion of the Self Reflection, Team Audit & 60-Day Plan
upload your PDF assignment via the Learning Hub. If you
experience
any
issues
submitting,
please
email
learninganddevelopment@fitlg.com
Fitness & Lifestyle Group - Learning and Development
Page 2
PART 1 - SELF REFLECTION
TASK TW O
Self Reflection, Team Audit
Day 1
Consider the following whilst you reflect on your day:
● What challenges have you experienced today? Or what went well?
MONDAY 11.09.2023
One of my team member received a in-bound call from one of the current
member checking whether his membership was cancelled or not. He asked to
cancel during 7 days cooling-off period and hasn't received any confirmation or
refund from the company and today, he was charged.
My consultant was panic and instruct the member to wait over the line while he
transfered the call to me, which put me on passive.
● Have you taken the opportunity to provide feedback using SBI/BI? –
What was the situation and how did it go?
Situation was handled smoothly since every activities were note on Clubware
and Gymsales as the prospect requested to cancel pass the cooling-off period
and everything could have been done from my MSC if he stated that.
Feedback were take following SBI / BI
S: Customer service handle when conflict occurs
B: Panic
I: Putting pressure for the team -> communication breakdown -> customer
satisfaction is negatively impacted
Feedback was given that I highly suggested my MSC to stay calm and ask for
more detail from the customer including "Event wise" and search whether any
● activities
Considerwere
yournoted
personal/preferred
on our system. In leadership
this case, I'mstyle
able –
to what
look what
happened
on our
system and
givethis
the customer
clearteam?
explaination and
works/what
challenges
does
create inayour
nothing
goes
wrong.
My leadership style has always been "buddy" and straight foward which is
really helpful in this case since my MSC knows the fact that I'm not happy
about his performance but at the same time, my feedbacks are purely for his
development, nothing personal.
Fitness & Lifestyle Group - Learning and Development
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Day 2
TASK TW O
Self Reflection, Team Audit
Consider the following whilst you reflect on your day:
● What challenges have you experienced today? Or what went well?
TUESDAY 12.09.2023
August performance wasn't good and our team had reviewed to identify our
strengths and weekness from a week ago and today is the first day that we had
followed our new plan including
- Daily activities on time
- Start a day strong and finish strong
● Have you taken the opportunity to provide feedback using SBI/BI? –
What was the situation and how did it go?
Feedback was given at the end of the day as we had a big day. Feedback was
instructed following back to daily activities and planning.
S: Daily operation
B: Organized, enthusiastic.
I: Organized activities lead to productivity including A1 drive, A1 confirmation,
Lead Gen and Close.
All unecessary activities were minimized including (Talking with member, talking
with Personal Trainer, using personal phone for unrelated working task)
Constructive feedbacks were exchange from everyone which we all realized how
a strong, organized day can produce a outstanding result
● Consider your personal/preferred leadership style – what
works/what challenges does this create in your team?
My leadership style has always been "buddy" and straight foward which is really
helpful in this case since it's all about sharing our own perspectives to
perfectualize and maximize our potential. (strong team is a result of a connected
team)
Fitness & Lifestyle Group - Learning and Development
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Day 3
Consider the following whilst you reflect on your day:
TASK TW O
Self Reflection, Team Audit
● What challenges have you experienced today? Or what went well?
WEDNESDAY 13.09.2023
One of my MSC missed his phone-script while selling appointment as the
prospects went to the different gym (Richmond) instead of our club and we lost
a sale.
● Have you taken the opportunity to provide feedback using SBI/BI? –
What was the situation and how did it go?
Feedback were given after the prospect didn't show up on time as we called
him and he told us that he already signed up and training at Richmond.
Following SBI/BI model
S: Daily operation
B: Organized, enthusiastic
I: Organized activities lead to productivity including A1 drive, A1 confirmation,
Lead Gen and Close.
After constructive feedback was given, my team has fully understood the main
point to increase the possibility of closing a prospect even by 1% from 50% to
is still your
betterpersonal/preferred
than 51%. Afterward, leadership
everyone has
started
to form a habit of
● 51%
Consider
style
– what
book
appointment,
setup, confirm
twicecreate
beforein
theyour
eventeam?
happens.
works/what
challenges
does this
Considering my "buddy" leadership style then feedbacks are developed and
transparented smoothly, however, my MSC did not realize how serious it can be
if he kept miss confirm the appointment. 5 out 10 missed confirm appointment
costing -5 sales where the club could have hit budget with that 5 or overgrowth
with +5 sales.
Fitness & Lifestyle Group - Learning and Development
Page 5
Day 4
Consider the following whilst you reflect on your day:
TASK TW O
Self Reflection, Team Audit
● What challenges have you experienced today? Or what went well?
THURSDAY 14.09.2023
There were a minor conflict between my 2 MSC about one is doing all the
work and the other is not trying his best. It created a toxic working
environment when the high performing MSC was giving feedback to the other
MSC in an inappropriate way which disatisfies the other MSC. Leading to a
bad performance at the end of the day which affecting the growth.
● Have you taken the opportunity to provide feedback using SBI/BI? –
What was the situation and how did it go?
Feedback was given at the end of the day as more like a third view from myself
sharing my thoughts on both parties. Feedback was instructed following back
to daily scope of work and responsibilities
S: Scope of work involves A1 - A2 drive, handle phone in and sale.
B: Disastifies, inhibition, low-energy, distracted
I: Lack of concentration and productivity toward core activities including A1 A2
drive which led to a poor day.
Feedbacks were constructed as I was sharing my thoughts 1v1 with each MSC
so they can have a overall view of what could have been done or what should
● not
Consider
your
personal/preferred
– what
be done.
More
likely, feedbacks areleadership
given basedstyle
on big
idea "Team &
works/what
challenges
does
this
create
in
your
team?
Family" within the key messages of "we are all here to help everyones getting
better". Anlysis was conducted from the point of view of 2 MSC so they can
Considering my "buddy" leadership style then feedbacks are developed and
both figuring out that MSC 1 should have putting more work as we all here to
transparented smoothly. Given the point of view of a friend then
play for the team and MSC 2 could have behaved in a more positive way
recommendations from my end were friendly and touching rather than a "boss"
rather than giving negative feedbacks aggressively.
style.
Fitness & Lifestyle Group - Learning and Development
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Day 5
Consider the following whilst you reflect on your day:
TASK TW O
Self Reflection, Team Audit
● What challenges have you experienced today? Or what went well?
FRIDAY 15.09.2023
Friday is often a quiet day in terms of enquiries, however, it's important to
generate more businesses as well as setup opportunities for a strong
weekend. However, my MSCs came on this day with a mindset of chilling after
a busy weekday. Without a decent setup, we were walking in a bad weekend
which costing extra work for the following week to catch up what we should
have been done over the weekend.
● Have you taken the opportunity to provide feedback using SBI/BI? –
What was the situation and how did it go?
Feedback was given at the begining of a new week as an reflection of what
should have been done to improve the overall outcome.
S: Scope of work involves A2 drive, admin work and leads generation
B: Disastifies, inhibition, low-energy, distracted
I: Lack of concentration and productivity toward core activities including A2 drive
which led to a poor weekend.
Leads are dried which create no opportunity for the upcomming week which set
us back way behind the strategy.
Constructive feedbacks were given as a team to more like showing what a poor
● Consider your personal/preferred leadership style – what
setup can led to a bad outcome which costing extra works and efforts to catch
works/what
challenges
this create
in your team?
up. After a review,
my teamdoes
has realized
how important
"setup" is, especially for
weekend. Lots
admin work
can bestyle
done
on feedbacks
a not busy are
daydeveloped
which my team
Considering
myof"buddy"
leadership
then
and
always
prioritize
transparented smoothly. My team realized the importance of setting up for a
good weekend and start working on it. However, it only works with a responsible
team where everyone is play for the team role; given the situation where we
have irresponsible teammates then they will think that "Yeah, Nam is pretty chill
about it so we don't have do anything as he will let it slides anyway" This type of
leadership requires to be adapt upon different characteristics I may or will have
in the team.
Fitness & Lifestyle Group - Learning and Development
Page 7
PART 2 - TEAM AUDIT
TASK TW O
Self Reflection, Team Audit
Nam
Name:______________________________
Line Manager:________________________
The Pfeiffer High Performance Teams Framework is a concept that you will learn about
during the two-month program. Using your workbook, take some time to read through
the descriptions for each block and then complete the following team audit and
reflection activity.
High Performing Team Component
Rating
Clear Goals
10
Defined Roles
10
Open & Clear Communication
10
Effective Decision Making
10
Balanced Participation
7
Valued Diversity
7
Managed Conflict
7
Positive Atmosphere
10
Co-operative Relationships
5
Participative Leadership
5
Fitness & Lifestyle Group - Learning and Development
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TASK TW O
Self Reflection, Team Audit
What are the top three development areas for your team to focus on? Give reasons
why. Keep in mind that the foundational blocks are critical and must be in place early
– these should be your priority.
1. Balanced participation
Despite the team sharing the same goal and we all working and playing for
the team goals with a high energy level, however, my team hasn't find the
break even point where others' strengths can be used to overcome others'
weaknesses. Conflict often arises because the missunderstanding from both
side where one side expecting too much while the others side only expecting
a minimum requirement. This often can be seen whenever an even
unexpected even occurs such as (Phone in; customer enquiry at the FOH).
Eventually, these common task (core of the business) should be divided
equally (more on common sense) as we are all here to play for the team
goal when one part of the house is missing then entire building will collapse
2. Managed conflict
Conflict arise when participation is not equally distributed. Each person will
have different point of view where they have their own reason to believe why
and how it should be done in certain way, by keep protecting personal point
of view and deny others' perspective will lead to conflict. When conflict
reaching the higest point, it soon disconnect and separate the team's spriit
where everyone is playing for their individual goals and soon will lead to
negative competition (stealing lead).
3. Valued diversity
Although my team is playing for the same goal, however, each individual
strengths' hasn't been played to contribute to the team goal or in this case,
strengthen others' potential and help them to develop a best of them. In a
business environment, individual often neglects others' contribute given the
mindset of "Your contribute is not even close to what I have contributed so
far". Having this mindset will shift mindset from positive to negative which
lead to a negative conversation which affecting the general working mood.
Fitness & Lifestyle Group - Learning and Development
Page 9
TASK TW O
PART 3 - 60-DAY PLAN USING FLEXIBLE MANAGEMENT STYLES
Nam Nguyen
Name:______________________________
MSM
Line Manager:________________________
Based upon the top development areas identified in your team audit, your task is to:
► Part 1: Team Audit
Identify the 3 direct reports to focus on using the FLG Talent Review Matrix
(you will find further information on the Talent Review Matrix in your
workbook). Use this tool and the relevant definitions to identify where your
team sits and the three most important individuals to address.
Sam
Team Member 1:_________________________
Task/Result
Area
Sales
Retention
Admin
Description
- A1 & A2 & A3 drive
- Follow/Service check
point
- Presentation/Close
- Sdrive
- Service check
- OD 1 2 3 call
- Safety
-Vetting check
-Document update
-CVF - DS
Skill/Will
Level
Leadership
Style (Currently
Used)
Leadership Style
(Required)
Medium
Buddy
Boss
High
Buddy
Buddy Boss
Low
Boss
Buddy Boss
Fitness & Lifestyle Group - Learning and Development
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Jerry
Team Member 2:_________________________
Task/Result
Area
Sales
Retention
Admin
Description
Skill/Will
Level
TASK TW O
Self Reflection, Team Audit
Leadership Style
(Currently Used)
Leadership Style
(Required)
- A1 & A2 & A3 drive
- Follow/Service check
point
- Presentation/Close
- Sdrive
- Service check
- OD 1 2 3 call
High
Boss
Boss
High
Buddy
Buddy Boss
- Safety
-Vetting check
-Document update
-CVF - DS
High
Boss
Buddy Boss
Team Member 3:_________________________
Task/Result
Area
Description
Skill/Will
Level
Fitness & Lifestyle Group - Learning and Development
Leadership
Style (Currently
Used)
Leadership Style
(Required)
Page 11
TASK TW O
► Part 2:
Self Reflection, Team
Develop a 60-Day action plan detailing specific actions focused on these three
direct reports and how you will use a flexible management style, including any
other tools to address your team audit development areas.
Sam
Team Member 1:____________________
Jerry
Team Member 2:____________________
Team Member 3:____________________
Fitness & Lifestyle Group - Learning and Development
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Audit