Introduction

Managing people and performance is one of the most essential elements of effective organisational functioning. In modern workplaces, success no longer depends only on technical competence or operational efficiency; it requires a deep understanding of human behaviour, motivation, communication, and leadership. Organisations thrive when leaders can delegate responsibilities wisely, empower employees meaningfully, resolve conflicts sensitively, and inspire teams through vision and emotional intelligence. These skills help create environments where individuals feel valued, supported, and confident in contributing to shared goals.

As workplaces become increasingly dynamic, managers face new challenges: diverse teams, rapidly changing expectations, digitalisation, and heightened performance pressures. In such settings, people management is not merely an administrative function—it becomes a strategic process that shapes organisational culture, drives innovation, and ensures long-term sustainability. Performance management systems, coaching, mentoring, and problem-solving approaches all work together to strengthen individual capabilities and support collective development.

This answer booklet explores these themes in detail, connecting psychological principles with practical organisational applications. Each question and answer has been crafted to help students understand both the theoretical foundations and the real-world implications of managing people and performance. Through examples, explanations, and applied insights, the content encourages students to think critically about how effective management practices influence not just productivity, but also well-being, motivation, and organisational growth.

 

QUESTION 1

Define effective delegation and explain the principles that guide successful assignment of tasks and responsibilities within organisations.

Answer (~400 words):
Effective delegation is the systematic process through which a manager assigns responsibility and authority to subordinates for completing specific tasks while retaining ultimate accountability. Delegation is not simply shifting workload; it is a strategic developmental tool that enhances organisational efficiency, builds competency, and allows managers to focus on high-level responsibilities. At its core, delegation is a psychological contract grounded in trust, clarity, and accountability.

The primary principle guiding delegation is clarity of expectations. A manager must explain the task, the purpose, the expected outcomes, deadlines, and evaluation criteria. Employees perform better when they know exactly what is expected. Unclear or vague instructions create confusion, errors, and loss of confidence.

The second principle is authority–responsibility balance. Employees cannot be held responsible for outcomes if they lack the authority to make decisions or access resources. Delegation becomes ineffective when responsibility is transferred but authority is withheld. For example, assigning a junior employee to handle client queries but restricting them from offering solutions forces constant approvals and slows workflow.

Another principle is selecting the right person for the right task. Managers must consider skills, readiness, and workload before delegating. Delegation should challenge employees but not overwhelm them. When matched well, it becomes a growth opportunity that builds autonomy and competence.

Support and monitoring are equally important. Delegation does not mean abandonment. Managers should provide training, resources, and guidance while avoiding micromanagement. Periodic review meetings help identify difficulties early without undermining autonomy.

A real example illustrates this well. A clinical supervisor delegating responsibility for psychological assessments to trainees sets clear timelines, explains report structure, and provides access to tools. Weekly supervision ensures progress while maintaining independence. Trainees gain confidence, improve skills, and contribute meaningfully.

Finally, feedback and recognition are essential for reinforcing learning and accountability. Positive feedback builds motivation, while constructive feedback guides improvement.

When practiced well, delegation increases organisational productivity, empowers employees, strengthens trust, and creates a pipeline of future leaders.

QUESTION 2

Discuss the role of empowerment in fostering ownership among team members, with reference to decision-making and collective accountability.

Answer (~400 words):
Empowerment is the process of granting employees the autonomy, authority, resources, and confidence required to take initiative, make decisions, and contribute proactively to organisational goals. It is a psychological and managerial strategy that enhances intrinsic motivation, fosters ownership, and strengthens team performance.

Empowerment begins with providing autonomy—freedom to decide how to carry out tasks. When employees are trusted to make decisions, they develop a sense of ownership. They become emotionally invested in their work because they control the process and outcomes. Autonomy activates internal motivation, making employees self-driven rather than dependent on constant supervision.

Decision-making authority is another pillar of empowerment. When team members participate in decisions, they feel respected and valued. Their knowledge and experience shape organisational outcomes, increasing commitment. For instance, in a counselling centre, if counsellors are empowered to design their own client intervention plans, they take greater responsibility for client progress and invest more effort.

Empowerment also supports collective accountability, where responsibility for outcomes is shared across the team rather than resting solely on the leader. Teams become more collaborative, as members recognise that their contributions influence shared results. When decision-making is collective, accountability naturally becomes collective.

A practical example can be seen in hospital teams. Nurses empowered to adjust care plans based on patient needs (within approved guidelines) work more confidently, communicate more effectively, and feel accountable for patient well-being. This shared responsibility improves service quality.

Psychologically, empowerment enhances self-efficacy—the belief in one’s ability to succeed. Employees who feel empowered show higher creativity, better problem-solving, and greater resilience.

However, empowerment must be supported by adequate training, communication, and organisational culture. Giving autonomy without clarity or skills creates confusion. Thus, empowerment works best when supported by competent leadership and transparent systems.

Overall, empowerment transforms employees into responsible contributors, strengthens decision-making, and builds a culture of shared accountability.

QUESTION 3

Explain how emotional intelligence contributes to effective leadership and enhances performance management in organisations.

Answer (~400 words):
Emotional Intelligence (EI) refers to the capacity to recognise, understand, regulate, and use emotions effectively in oneself and others. In organisational contexts, EI is a cornerstone of effective leadership and plays a critical role in performance management.

A leader with high self-awareness understands their own emotional states, triggers, and limitations. This helps them remain composed during stress, communicate clearly, and maintain professionalism. Self-regulation prevents impulsive reactions that may harm morale or relationships.

Social awareness—the ability to understand others’ emotions—helps leaders detect frustration, burnout, or disengagement among employees. This emotional sensitivity allows them to address problems early. For example, a team leader who notices tension during meetings can initiate a conversation to understand concerns rather than ignore warning signs.

In performance management, EI enhances the quality of feedback, ensuring it is constructive rather than demotivating. Leaders with high EI frame criticism in ways that protect dignity and encourage learning. They also recognise and reinforce strengths, which boosts motivation.

EI also strengthens communication. Leaders who empathise communicate with warmth, clarity, and respect. This builds trust and psychological safety, encouraging employees to share ideas and challenges openly.

During conflicts, emotionally intelligent leaders manage emotions—both their own and others’. They listen actively, validate emotions, and guide teams toward resolution. This reduces hostility and enhances cooperation.

Consider a mental health centre where a team struggles with heavy caseloads. A leader with strong EI acknowledges emotional strain, discusses coping strategies, redistributes workload, and appreciates team efforts. This empathetic approach boosts morale and performance.

Ultimately, EI humanises leadership, improves relationships, and strengthens organisational performance. Leaders who understand emotions lead more effectively because they lead people—not just processes.

QUESTION 4

Analyse the significance of coaching and mentoring in supporting employee career development and long-term organisational growth.

Answer (~400 words):
Coaching and mentoring are developmental processes that enhance employee skills, confidence, and long-term professional growth. Coaching is typically short-term, goal-focused, and performance-oriented, while mentoring is long-term, relationship-based, and career-oriented. Both are essential for building organisational capability.

Coaching helps employees improve specific skills such as communication, leadership, or technical abilities. A coach provides feedback, guidance, and structured learning opportunities. For instance, a new faculty member may receive coaching to improve classroom management techniques. This targeted support enhances performance and builds competence.

Mentoring, on the other hand, supports overall career development. A mentor—usually a senior professional—offers guidance on career choices, professional identity, and personal development. Mentoring relationships build confidence, provide role modelling, and strengthen commitment to the organisation. For example, a senior psychologist mentoring a PhD scholar may discuss ethical issues, research pathways, and long-term career planning.

Both coaching and mentoring contribute to long-term organisational growth by creating a culture of continuous learning. Employees who receive developmental support tend to be more engaged, committed, and productive. They develop leadership qualities, which creates a sustainable pipeline of capable future leaders.

From an organisational psychology perspective, coaching strengthens competence, mentoring strengthens relatedness, and both enhance autonomy—three core psychological needs in Self-Determination Theory. When these needs are met, employees show higher motivation and performance.

Real-world examples include universities that assign mentors to junior faculty for research development while providing coaching for teaching skills. This dual approach enhances both immediate performance and long-term academic success.

Ultimately, coaching and mentoring are investments that improve employee capability, satisfaction, retention, and organisational success.

QUESTION 5

Describe the importance of time management and organisational skills for managers responsible for guiding employee performance.

Answer (~400 words):
Time management and organisational skills are essential for managers who guide employee performance because they ensure productivity, reduce stress, and facilitate smooth workflow. Managers who plan effectively create environments where employees can work efficiently without confusion or delays.

Time management begins with prioritisation—distinguishing between urgent and important tasks. Managers must schedule activities, allocate resources, and anticipate obstacles. Tools such as calendars, Gantt charts, and digital planners help maintain structure. For example, a project manager may assign mornings for meetings and afternoons for focused project work, optimising productivity.

Organisational skills ensure that workflows, processes, and resources are arranged systematically. This includes maintaining documentation, delegating tasks appropriately, and setting clear expectations. When systems are organised, employees know what to do, whom to report to, and how to proceed.

Effective time and organisational management reduce employee stress. Clear timelines lower uncertainty and prevent last-minute pressure. Organised systems reduce confusion and errors. Managers also use organisational skills to coordinate teamwork, ensuring tasks are completed on time and aligned with goals.

For instance, in a clinical psychology department, an organised manager creates a weekly schedule for assessments, counselling sessions, and report submissions. This structure helps interns and staff balance workload and maintain quality.

Poor time management leads to missed deadlines, burnout, inefficiency, and reduced morale. Disorganisation causes miscommunication, duplication of work, and dissatisfaction.

Good managers model time management and organisational discipline, setting clear expectations and creating high-performing teams.

QUESTION 6

Evaluate the relevance of strategic thinking and business acumen in successful people management and organisational decision-making.

Answer (~400 words):
Strategic thinking and business acumen are essential competencies for managers responsible for leading people and making effective organisational decisions. Strategic thinking involves analysing situations holistically, anticipating future challenges, and aligning actions with long-term goals. Business acumen involves understanding financial, operational, and human factors that influence organisational success.

A manager with strong strategic thinking identifies emerging trends, evaluates risks, and plans proactively. For example, a psychology program director who anticipates future demand for digital mental-health services may start training faculty in tele-counselling techniques. This forward-looking approach prepares the organisation for future change.

Business acumen enables managers to understand how decisions impact finances, operations, and human resources. Managers with business acumen know how to allocate budgets, analyse productivity, and understand market needs. They make decisions that are not only psychologically sound but also economically viable.

Strategic thinking also enhances people management. Managers can align individual strengths with organisational goals, allocate resources efficiently, and design roles that maximise performance. They can also identify skills the team will need in the future and invest in training.

For example, a counselling centre head may forecast increased demand for trauma-based therapy and begin training staff accordingly. This ensures readiness and competitive advantage.

Business acumen helps managers communicate decisions effectively, justify resource allocation, and advocate for organisational priorities. It builds credibility because decisions are well-informed.

Together, strategic thinking and business acumen create leaders who are proactive, efficient, and capable of navigating uncertainty.

QUESTION 7

Discuss how effective problem-solving skills enhance team performance, especially in contexts where delegation and accountability are shared.

Answer (~400 words):
Effective problem-solving is a crucial managerial and team competency that significantly enhances performance, particularly in environments where responsibility and accountability are shared. Problem-solving provides teams with structured ways to identify issues, analyse causes, generate solutions, and implement corrective actions. When delegation is in place, problem-solving ensures that team members handle challenges autonomously and collaboratively, rather than relying excessively on the manager.

A key contribution of problem-solving is improving clarity and direction. Teams face obstacles such as unclear roles, resource shortages, communication gaps, or unexpected setbacks. A structured approach—such as defining the problem, exploring alternatives, and selecting the best solution—helps team members maintain focus and avoid confusion. When teams follow these steps independently, delegation becomes more effective because employees can navigate challenges without waiting for managerial intervention.

Problem-solving also strengthens shared accountability. In collaborative teams, members jointly own decisions and outcomes. When problems arise, they analyse the situation together, acknowledge responsibilities, and work toward a solution. This collective effort reduces blame-shifting and promotes cooperation. For instance, if a research team notices delays in data entry, effective problem-solving might include checking workload distribution, identifying bottlenecks, and redistributing tasks evenly.

Another benefit is improved creativity and adaptability. Problem-solving encourages employees to think critically, ask questions, and consider multiple perspectives. Teams that engage in such processes are more innovative in handling tasks. This is especially important when delegation is used to promote autonomy—employees know they have the freedom to propose new approaches.

A practical example can be seen in a mental health outreach project. If the field team encounters difficulties recruiting participants, problem-solving might involve identifying community barriers, adjusting communication strategies, or collaborating with local leaders. The team discusses solutions collectively, implements them, and evaluates results—strengthening ownership and collaboration.

Problem-solving skills also support emotional stability within teams. Rather than reacting impulsively to difficulties, team members approach challenges systematically. This reduces stress and preserves team morale.

Ultimately, effective problem-solving enhances performance by enabling teams to work independently, confidently, and collaboratively. It creates a culture where challenges are seen as opportunities for improvement, not obstacles. When combined with shared accountability and thoughtful delegation, problem-solving becomes a driver of organisational success.

QUESTION 8

Explain the relationship between performance management systems and organisational development, highlighting the role of continuous feedback and strategic goal alignment.

Answer (~400 words):
Performance management systems (PMS) are structured processes used to evaluate, monitor, and improve employee performance. Organisational development (OD), on the other hand, focuses on enhancing overall organisational effectiveness through planned interventions. PMS and OD are deeply interconnected, as effective performance management provides the data, feedback, and developmental insights that drive long-term organisational improvement.

A strong PMS supports OD by ensuring that individual goals align with strategic organisational goals. When employees understand how their roles contribute to the organisation’s mission, they work with a clearer sense of purpose. Strategic alignment allows organisations to move cohesively, reducing redundancy and ensuring that efforts are mutually supportive. For example, if an institution prioritises student mental health, staff performance goals may include timely assessments, effective counselling, and community outreach initiatives.

Continuous feedback is central to this relationship. Feedback helps employees understand their strengths, identify improvement areas, and adjust behaviours in real time. This reduces performance gaps before they escalate. Continuous feedback also builds trust, as employees feel supported rather than evaluated only during annual reviews. It fosters a culture of open communication, which is essential for organisational development.

Performance reviews provide vital information on competency gaps, training needs, and resource shortages. OD practitioners use this information to design interventions such as workshops, coaching, restructuring, or policy changes. For instance, if PMS reveals that staff struggle with documentation skills, the organisation may introduce training to improve reporting efficiency.

PMS also supports OD by promoting accountability and transparency. Clear expectations, measurable goals, and documented progress ensure fairness and objectivity. This enhances morale, reduces conflict, and supports a performance-driven culture.

An example can be seen in hospitals. A strong PMS tracks patient care quality, staff communication, and adherence to ethical standards. Continuous feedback enables corrections, and OD interventions strengthen teamwork and skill development. Together, they improve patient outcomes.

Therefore, PMS and OD are mutually reinforcing. A well-designed PMS provides accurate insights, while OD ensures that these insights translate into organisational growth.

QUESTION 9

Examine how conflict resolution skills contribute to healthier workplace dynamics and improved team performance, especially in high-pressure organisational settings.

Answer (~400 words):
Conflict resolution skills are essential for maintaining healthy workplace relationships, especially in high-pressure environments where stress, deadlines, and heavy workloads increase the likelihood of disagreements. Effective conflict resolution helps teams navigate interpersonal differences constructively, preserve psychological safety, and maintain productivity.

The first contribution of conflict resolution is reducing emotional tension. Workplace conflicts often cause anger, frustration, and misunderstandings. When individuals know how to communicate respectfully, listen actively, and acknowledge each other’s perspectives, emotional tension decreases. This prevents conflicts from escalating into personal hostility.

Conflict resolution also improves team cohesion. When teams address disagreements openly and professionally, trust and understanding grow. Employees feel heard and valued, which strengthens group identity. For instance, in a psychological services team, counsellors may disagree about treatment approaches. Through structured dialogue, they can share evidence-based reasoning, learn from one another, and arrive at a unified plan.

In high-pressure settings—such as hospitals, emergency services, academic institutions, or corporate project teams—conflicts can delay decision-making, reduce efficiency, and harm morale. Effective conflict resolution ensures that issues are addressed quickly, allowing teams to refocus on tasks rather than remain stuck in interpersonal disputes.

A practical example can be seen during peak academic admission periods in universities. Staff may experience stress due to workload surges. Miscommunication can easily lead to conflict. A manager with strong conflict resolution skills facilitates a meeting, clarifies misunderstandings, realigns roles, and encourages empathy. This restores harmony and prevents burnout.

Additionally, conflict resolution enhances problem-solving. When employees discuss disagreements openly, they often uncover underlying issues—unclear roles, lack of resources, or communication gaps. Addressing these root causes improves long-term functioning.

These skills also support organisational culture by promoting fairness, respect, and open communication. Employees feel safe sharing concerns, leading to early conflict detection and timely resolution.

Ultimately, conflict resolution improves productivity, strengthens relationships, and contributes to a more supportive workplace. It allows teams to maintain focus, especially under pressure.

QUESTION 10

Discuss the impact of organisational culture on employee motivation and performance, with emphasis on how leaders shape culture through everyday practices.

Answer (~400 words):
Organisational culture refers to the shared values, beliefs, norms, and behavioural expectations that shape how employees think and act within an organisation. Culture profoundly affects motivation, engagement, and performance because it influences how employees experience their work environment.

A positive culture—characterised by trust, respect, collaboration, and psychological safety—motivates employees intrinsically. When individuals feel valued and supported, they show greater commitment, creativity, and productivity. Conversely, a toxic culture marked by fear, bias, or poor communication reduces morale and leads to disengagement.

Leaders play a central role in shaping organisational culture. Their daily behaviours, not just formal statements, set the tone for acceptable conduct. For instance, a leader who consistently acknowledges employee contributions fosters a culture of appreciation. A leader who remains approachable encourages openness and reduces hierarchical barriers.

Leaders influence culture through the way they communicate, make decisions, handle conflicts, delegate tasks, and respond to challenges. For example, if leaders model ethical behaviour, punctuality, and empathy, employees internalise these values. Conversely, if leaders tolerate favouritism or disrespect, such behaviours spread through the organisation.

Culture also affects performance through its impact on motivation systems. In a learning-oriented culture, employees feel encouraged to experiment, share ideas, and learn from mistakes. A rigid, punitive culture suppresses innovation and increases fear of failure.

A practical example can be seen in hospitals that cultivate a patient-centred culture. Leaders emphasise empathy, teamwork, and accountability. As a result, medical staff collaborate more effectively and deliver better care.

Organisational culture also shapes expectations. In performance-driven cultures, employees understand the standards they must meet. In supportive cultures, they receive the resources and encouragement needed to excel.

Ultimately, leaders create culture through everyday practices. Their choices determine whether employees experience the workplace as energising or draining.

QUESTION 11

Critically evaluate the role of communication skills in strengthening managerial effectiveness and improving the quality of performance reviews.

Answer (~400 words):
Communication skills are fundamental to managerial effectiveness because they enable clear instructions, meaningful feedback, conflict resolution, and trust-building. Managers who communicate effectively create an environment where expectations are understood, concerns are addressed, and teamwork thrives.

In performance reviews, communication determines whether the process becomes a constructive developmental conversation or a demotivating experience. Managers must convey feedback clearly, respectfully, and empathetically. Effective communication includes active listening, asking clarifying questions, maintaining eye contact, using neutral tone, and acknowledging employee emotions.

Clear communication ensures that performance standards, goals, and expectations are transparent. Employees understand what is required, how success is measured, and where improvements are needed. Miscommunication can lead to confusion, resentment, and performance gaps.

Communication also strengthens managerial credibility. When managers are transparent, consistent, and honest, employees perceive them as trustworthy leaders. This improves cooperation and reduces resistance to feedback.

A practical example is a manager conducting a performance review with a team member struggling to meet deadlines. Instead of criticising harshly, the manager communicates concerns calmly, asks about challenges, and collaborates on strategies for improvement. This respectful approach preserves dignity and increases motivation.

Poor communication, on the other hand, creates misunderstandings, conflict, and disengagement. Vague feedback like “You need to improve” does not help employees understand what actions to take. Constructive communication requires specificity—explaining behaviours, outcomes, and solutions.

Communication also plays a role in emotional intelligence, helping managers respond appropriately to employee reactions during reviews. Skilled communication fosters supportive relationships and psychological safety.

In summary, communication is essential for effective leadership, especially in performance reviews, where clarity, empathy, and partnership determine the quality of outcomes.

QUESTION 12

Explain how motivation theories support managers in designing performance improvement strategies that are both ethical and sustainable.

Answer (~400 words):
Motivation theories provide frameworks that help managers understand what drives employee behaviour and how to design performance strategies that are both ethical and sustainable. By using these theories, managers can create environments that encourage long-term engagement rather than short-term compliance.

Maslow’s Hierarchy of Needs suggests that employees are motivated when their needs—from basic security to self-actualisation—are met. Managers can apply this by ensuring safe working conditions, fair salaries, and opportunities for growth. When employees feel secure and respected, they perform better.

Herzberg’s Two-Factor Theory differentiates between hygiene factors (salary, policies, working conditions) and motivators (recognition, responsibility, achievement). Managers use this by ensuring hygiene needs are met to prevent dissatisfaction while enhancing motivators to improve engagement.

Self-Determination Theory (SDT) highlights autonomy, competence, and relatedness as key psychological needs. Managers can improve performance ethically by offering autonomy in tasks, providing skill-building opportunities, and fostering supportive relationships. These practices build intrinsic motivation, which is more sustainable than rewards or punishments.

Expectancy Theory proposes that effort increases when employees believe their work will lead to meaningful rewards. Managers must set clear goals, ensure fair evaluation, and provide achievable rewards.

A practical example: A counselling centre head uses SDT to restructure work. Counsellors are given more autonomy in scheduling sessions (autonomy), attend regular training workshops (competence), and participate in team meetings (relatedness). As a result, motivation increases naturally.

Ethical performance strategies avoid coercion, manipulation, or excessive pressure. They focus on growth, fairness, and employee well-being.

Overall, motivation theories support managers in creating performance systems rooted in respect, fairness, and long-term development.