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190501014730BSBLDR523
Lead and manage effective workplace relationships
00BSBLDR523
Lead and manage effective workplace relationships
9525457200CLASS ACTIVITIES - STUDENT
00CLASS ACTIVITIES - STUDENT
BSBLDR523 - Lead and manage effective workplace relationships
Question 1: What are four (4) main benefits that can be gained from effective working relationships?
Question 2: Explain the role of collaboration in a workplace?
Question 3: What is the consultation process?
Question 4: List ten (10) common signs of workplace conflict.
Question 5: What is conflict management?
Question 6: What are escalation procedures?
Question 7: How can you delegate the right tasks to the right people?
Question 8: What is team collaboration?
Question 9: List four (4) types of interpersonal communication styles.
Question 10: List the best workplace conflict resolution tips and strategies.
Question 11: List the common methods to gather stakeholders' feedback.
Question 12: What is stakeholder analysis?
Question 13: What are the benefits of creating an effective stakeholder analysis?
Question 14: List different areas of improvement in workplace relations.
Class Activities:
Activity 1:
You are working as a project manager in ABC Ltd. You notice that in the last three months your company's performance has dropped due to the conflicts between some of the employees. You organise a meeting with your employees to have this discussion. In the space provided, explain:
Importance of maintaining effective work relationships.
Collaboration in the workplace.
How to encourage collaboration among teams.
Steps involved in the conflict resolution process.
Activity 2
You are working as a project manager in XYZ Ltd. Your company is receiving a large number of orders, and this is creating a huge workload for your colleagues and employees. Due to this, some of your employees are not getting time to interact with each other. As a result, your organisation is facing issues like a lack of collaboration between employees, which may affect your company's performance. In the space provided, you must explain the following things so that you can enhance the performance of your employees:
How will you delegate the right tasks to the right people?
How will you communicate delegation and confirm responsibilities?
List the types and communication methods to be adopted when collaborating and supporting the team.
Activity 3
You are the CEO of ABC. Ltd. Your manager recently resolved a conflict between two team leaders of the company. But considering the company's future, you want to seek feedback from the stakeholders regarding workplace relationships. This will help your company fill the necessary gaps and improve future performance. In the space provided, explain:
Who are relevant personnel to seek feedback from?
Common ways to seek feedback.
How to get honest feedback?
Analysis of feedback for improvements to leadership style.
Different areas of improvement in workplace relations.
ASSESSMENT TASK 1: WRITTEN AND PRACTICAL ACTIVITIES
Assessment task instructions:
This is the first (1) unit assessment task that student has to successfully complete to be deemed competent in this unit of competency. There are nine (9) written questions in this assessment pack.
The student must attempt all questions.
Instructions/Guidelines such as word-limit, what is expected from the student, example answer etc. have been given to each question.
The student must complete this task individually.
The students answers must demonstrate understanding and application of relevant concepts and critical thinking.
Purpose of the assessment task:
Knowledge of the systems, policies and procedures that can support the development of effective work relationships
Knowledge of the types of interpersonal communication styles
Knowledge of the consultation process in managing workplace relationships
Knowledge of the fair work legislation and regulations
Knowledge of the formal and informal communication channels used in the consultation process
Knowledge of cultural and social sensitivity
Knowledge of the consultation with employees
Knowledge of networking in building workplace relationships
Knowledge of the organisational policies and procedures relevant to workplace relationships
Knowledge of the processes and methods of conflict management
Knowledge of the consultation processes and strategies
Knowledge of dispute resolution and escalation procedures Assessment conditions and resources:
Students are to have access to:
Computer
Internet
MS Word
Printer or e-printer
Questions
1.1How systems, policies and procedures can support the development of effective work relationships? Write your answer in 150-200 words.
1.2What are the four (4) types of interpersonal communication styles? Write your answer in 50-100 words.
1.3Explain the role of the consultation process in managing workplace relationships. What does the consultation process include? Write your answer in 50-100 words.
1.4What are the different formal and informal communication channels used in the consultation process? Explain any five (5) with example in 100-150 words.
1.5What does cultural and social sensitivity mean in the workplace? Write your answer in 30-50 words.
1.6How can you demonstrate cultural sensitivity in the workplace? Prepare a list of four (4) ways.
1.7Explain the importance of networking in building workplace relationships in 50-100 words.
1.8What is conflict resolution? Write your answer in 30-50 words.
1.9Name the legislation that governs the employee/employer relationship in Australia.
1.10What are the ten (10) minimum standards of employment as per the National Employment Standards (NES)?
1.11Explain the purpose of workplace policies and procedures in 50-100 words.
1.12What policies and procedures should the workplace have for the following areas of workplace relationships?
a.Employee Conduct
b.Harassment and Discrimination
c.Handling conflicts
Identify and document at least two (2) for each area.
1.13How can you use RACI model to determine the appropriate methods of communication for each stakeholder? in 50-100 words.
1.14Explain the different step of a consultation process in 100-150 words.
1.15Explain the following types of conflict management processes in 150-200 words.
a)Mediation
b)Conflict coaching
c)Team interventions
1.16What are the basic steps of a conflict resolution process? Write your answer in 100-150 words.
1.17Explain the purpose of escalation procedures in task issue management in 100-150 words.
1.18Explain the workplace issue resolution process in 100-150 words.
ASSESSMENT TASK 2: WRITTEN AND PRACTICAL ACTIVITIES
Assessment task instructions:
This is the second (2) assessment task you must successfully complete to be deemed competent in this unit of competency.
This assessment task is a Skills Test.
This assessment task consists of seven (3) practical demonstration activities.
2.1 Develop consultation processes
2.2 Develop processes for conflict management
2.3 Develop processes for dispute resolution.
Purpose of the assessment task:
The purpose of this assessment task is to assess the students knowledge and skills essential to lead and manage effective workplace relationships in a range of contexts and industry settings.
Skill to implement processes to manage ideas and information
Skill to communicate information to support others to achieve work responsibilities
Skill to facilitate employees contributions to consultation on work issues
Skill to provide feedback on the outcomes of consultations
Skill to resolve issues raised or referring to relevant personnel
Skill to develop and implement processes and systems to manage difficulties
Skill to identify and resolve conflicts and other difficulties according to organisational policies and procedures
Skill to plan how to address difficulties
Skill to provide guidance, counselling and support to assist co-workers in resolving their work difficulties.-
Assessment conditions and resources:
This skill test is untimed and is conducted as an open book assessment (this means you are able to refer to your textbook or other learner materials during the test).
You will be assessed independently on this assessment task.
No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory.
As you complete this assessment task, you are predominately demonstrating your skills, techniques and knowledge to your trainer/assessor
Activities
2.1 Develop consultation processes
Description of the activity
This activity requires you to develop consultation processes for employees to contribute to issues related to their work role.
The consultation processes include:
Consultation policy and procedures
Consultation plan
You must follow the following guidelines when preparing the consultation processes.
Guidelines for consultation policy and procedures
The consultation policy and procedures must provide opportunities to the employees to contribute to issues related to their work role.
The consultation policy and procedures must include the following sections:
oDocument Header: Header information, also called meta-information, includes the policy title, policy number, revision dates and publication dates
oPurpose: This explains what the policy is about and the reason for having the policy, such as how it promotes compliance with standards or regulations.
oPolicy Statements: Describe the overall framework for the policy and its intent.
oDefinitions: Define terms in your policy, especially words and phrases with multiple meanings. Definitions make policies clearer and can be important if the organisation ever faces litigation.
oTable of Contents: Hyperlinked tables of contents are a helpful feature of electronic documents.
oPolicy and Procedures: Details of the policy and procedures may be included in one document.
oScope: This describes the individuals, departments, or groups to whom the policy applies. To increase clarity, describe any employees or others to whom it does not apply.
oResponsibilities: To ensure compliance, specify which roles are responsible for creating documents and reviewing documentation and activities.
The policies and procedures must be between 300-500 words.
Guidelines for consultation plan
The consultation plan must provide opportunities for the employees to contribute to issues related to their work role.
The consultation plan must be prepared using the template provided and include the following details:
oCommunication Method
oAudience
oCommunication Frequency
oMeasures of Effectiveness
oPerson Responsible
The consultation plan must incorporate the processes for workplace collaboration according to organisational policies and procedures
Consultation plan
Communication Method Audience Communication Frequency Measures of Effectiveness Person Responsible
2.2 Develop processes for conflict management
Description of the activity
This activity requires you to develop processes for conflict management for your organisation.
The conflict management processes include:
Conflict management/resolution policy and procedures
Conflict management/resolution action plan
You must follow the following guidelines when preparing the conflict management processes.
Guidelines for conflict management/resolution policy and procedures
The conflict management/resolution policy and procedures must include the following sections:
Document Header:Header information, also called meta-information, includes the policy title, policy number, revision dates and publication dates
Purpose:This explains what the policy is about and the reason for having the policy, such as how it promotes compliance with standards or regulations.
Policy Statements:Describe the overall framework for the policy and its intent.
Definitions:Define terms in your policy, especially words and phrases with multiple meanings. Definitions make policies clearer and can be important if the organisation ever faces litigation.
Table of Contents: Hyperlinked tables of contents are a helpful feature of electronic documents.
Policy and Procedures:Details of the policy and procedures may be included in one document, including:
Informal conflict resolution and complaint procedures
Formal conflict resolution and complaint procedures
Scope:This describes the individuals, departments, or groups to whom the policy applies. To increase clarity, describe any employees or others to whom it does not apply.
Responsibilities:To ensure compliance, specify which roles are responsible for creating documents and reviewing documentation and activities.
The policies and procedures must be between 300-500 words.
Guidelines for conflict management/resolution action plan
The Conflict management/resolution action plan must be prepared using the template provided and include the following details:
Stages in conflict management
Explanation
Actions to resolve conflict at each stage
Responsible person
Stages in conflict management Explanation Actions to resolve conflict at each stage Responsible person
2.3Develop processes for dispute resolution
Description of the activity
This activity requires you to develop processes for dispute resolution for your organisation.
The dispute resolution processes include:
Dispute resolution policy and procedures
Dispute resolution process diagram including escalation
You must follow the following guidelines when preparing the dispute resolution processes.
Guidelines for dispute resolution policy and procedures
The dispute resolution policy and procedures must include the following sections:
Document Header:Header information, also called meta-information, includes the policy title, policy number, revision dates and publication dates
Purpose:This explains what the policy is about and the reason for having the policy, such as how it promotes compliance with standards or regulations.
Policy Statements:Describe the overall framework for the policy and its intent.
Definitions:Define terms in your policy, especially words and phrases with multiple meanings. Definitions make policies clearer and can be important if the organisation ever faces litigation.
Table of Contents: Hyperlinked tables of contents are a helpful feature of electronic documents.
Policy and Procedures:Details of the policy and procedures may be included in one document, including:
Dispute resolution policy and procedures
Escalation policy and procedures
Legislations and regulations that must be complied with
Scope:This describes the individuals, departments, or groups to whom the policy applies. To increase clarity, describe any employees or others to whom it does not apply.
Responsibilities:To ensure compliance, specify which roles are responsible for creating documents and reviewing documentation and activities.
The policies and procedures must be between 300-500 words.
Guidelines for dispute resolution process diagram
The dispute resolution process diagram must:
Be in accordance with the Fair work act and regulations.
Follow escalation hierarchy
Be prepared using MS-word and should not be more than one page
ASSESSMENT TASK 3: WRITTEN AND PRACTICAL ACTIVITIES
Assessment task instructions:
This is the Third (3) unit assessment task that student has to successfully complete to be deemed competent in this unit of competency.
This assessment task is a Skills Test.
This assessment task consists of seven (2) practical demonstration activities.
3.1 Delegate and confirm responsibilities
3.2 Support team members
Purpose of the assessment task:
The purpose of this assessment task is to assess the students knowledge and skills essential to lead and manage effective workplace relationships in a range of contexts and industry settings.
Skill to implement processes to manage ideas and information
Skill to communicate information to support others to achieve work responsibilities
Skill to facilitate employees contributions to consultation on work issues
Skill to provide feedback on the outcomes of consultations
Skill to resolve issues raised or referring to relevant personnel
Skill to develop and implement processes and systems to manage difficulties
Skill to identify and resolve conflicts and other difficulties according to organisational policies and procedures
Skill to plan how to address difficulties
Skill to provide guidance, counselling and support to assist co-workers in resolving their work difficulties.-
Assessment conditions and resources:
This skill test is untimed and is conducted as an open book assessment (this means you are able to refer to your textbook or other learner materials during the test).
You will be assessed independently on this assessment task.
No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory.
As you complete this assessment task, you are predominately demonstrating your skills, techniques and knowledge to your trainer/assessor
Activities:
3.1Delegate and confirm responsibilities
Description of the activity
This activity requires you to arrange a meeting with your work team.
The purpose of the meeting is to collaborate with the team members to delegate and confirm responsibilities for fulfilling the work tasks.
Before the meeting, you are required to:
Prepare a meeting agenda using the template provided.
Identify the roles and responsibilities of the team members
When conducting the meeting, you are required to:
Greet the team members.
Discuss the following:
Consultation processes
Conflict management processes
Dispute resolution processes
Roles and responsibilities of the team members
Ensure the understanding of the team members.
Adapt personal communication style to model behaviours, build trust and positive working relationships when communicating with the team members
Confirm the roles and responsibilities with the team members.
Use listening and questioning to clarify or confirm understanding
The team member will:
Clarify their roles and responsibilities
Clarify and doubts, if any.
After the meeting, you are then required to:
Prepare the meeting minutes template.
Evidence to be submitted:
Meeting agenda and meeting minutes
Meeting agenda template:
Date/Time: Location: Chairperson: Meeting Attendees:
Full names and roles Agenda Item/Topic Discussion/Outcomes Action Officer Due Date
Welcome (Agenda item 1)
Topic? (Agenda item 2)
Topic? (Agenda item 3)
Topic? Summary Overall Summary
Decision/s
Action/s if any Next Meeting time/date Meeting closed at: Minutes are a true and accurate record of the meeting Approved/confirmed by whom?
Meeting minutes template:
Minutes of Meeting
Meeting Objective:
Attendees:
Venue:
Date:
No. Points Discussed Actions Suggested Target Date
Initials
attendee 1: attendee 2:
attendee 3: attendee 4:
3.2Support team members
Activity context:
Management wants to ensure that the staff struggling to perform tasks are provided with appropriate support, and any issues are addressed. They want you to arrange meetings with individual team members and discuss their concerns and issues related to the work tasks and prepare a learning plan in consultation with them to support them in the achievement of work tasks.
Description of the activity
This activity is a continuation of activity 3. This activity requires you to arrange a meeting with each team member.
The purpose of the meeting is to support the team members to achieve work responsibilities, identify any work issues and prepare a learning plan to address those issues.
Before the meeting, you are required to prepare a meeting agenda using the template provided.
When conducting the meeting, you are required to:
Greet the team members.
Discuss the following with the team members:
Are they performing well within their work responsibilities?
Do they face any issues working within the team from diverse backgrounds?
How do these issues affect their ability to work in a team?
What training needs are required to address their issues?
Use listening and questioning to elicit the views of others and to clarify or confirm understanding
Facilitate employees contributions to the consultation on work issues
Assess the issues of the team members.
Consult with the team members and prepare a learning plan for each team member having issues. Discuss the following:
Struggles to work with diversity
Actions/measures
Responsibility
Timeframe
Key performance indicators (KPIs)
One team member will:
Discuss that they have issues understanding the cultural, spiritual, and political beliefs of staff members from different backgrounds.
Provide feedback to prepare the learning plan.
Another team member will:
Discuss that they face issues in personal interactions because of language barriers.
Provide feedback to prepare the learning plan.
During the meeting, you must:
Present information and opinions using language and non-verbal features appropriate to the audience
Interact effectively with people from diverse backgrounds
After the meeting, you are then required to:
Prepare the meeting minutes template.
Prepare a learning plan for each team member facing issues.
Evidence to be submitted:
Meeting agenda and meeting minutes
Learning plans
Meeting agenda template:
Date/Time: Location: Chairperson: Meeting Attendees:
Full names and roles Agenda Item/Topic Discussion/Outcomes Action Officer Due
Welcome (Agenda item 1)
Topic? (Agenda item 2)
Topic? (Agenda item 3)
Topic? Summary Overall Summary
Decision/s
Action/s if any Next Meeting time/date Meeting closed at: Minutes are a true and accurate record of the meeting Approved/confirmed by whom? Meeting minutes template:
Minutes of Meeting
Meeting Objective:
Attendees:
Venue:
Date:
No. Points Discussed Actions Suggested Target Date
Signature of attendee 1: Signature of attendee 2:
Signature of attendee 3: Signature of attendee 4:
Template: Learning Plan
Struggles during the work Actions/measures Responsibility Timeframe Key performance indicators (KPIs)
ASSESSMENT TASK 4: WRITTEN AND PRACTICAL ACTIVITIES
Assessment task instructions:
This is the Fourth (4) unit assessment task that student has to successfully complete to be deemed competent in this unit of competency.
This assessment task is a Skills Test.
This assessment task consists of seven (2) practical demonstration activities.
4.1 Delegate and confirm responsibilities
4.2 Support team members
Purpose of the assessment task:
The purpose of this assessment task is to assess the students knowledge and skills essential to lead and manage effective workplace relationships in a range of contexts and industry settings.
Skill to implement processes to manage ideas and information
Skill to communicate information to support others to achieve work responsibilities
Skill to facilitate employees contributions to consultation on work issues
Skill to provide feedback on the outcomes of consultations
Skill to resolve issues raised or referring to relevant personnel
Skill to develop and implement processes and systems to manage difficulties
Skill to identify and resolve conflicts and other difficulties according to organisational policies and procedures
Skill to plan how to address difficulties
Skill to provide guidance, counselling and support to assist co-workers in resolving their work difficulties.-
Assessment conditions and resources:
This skill test is untimed and is conducted as an open book assessment (this means you are able to refer to your textbook or other learner materials during the test).
You will be assessed independently on this assessment task.
No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory.
As you complete this assessment task, you are predominately demonstrating your skills, techniques and knowledge to your trainer/assessor
Activities:
4.1Resolve conflicts
Activity context:
Recently the following two disputes have taken place in your organisation.
Dispute (Occasion 1)
Ashlee and James both work in your team. James was hired a few months ago, and Ashlee has been with the company for eight years.
James, while being a proficient worker, tends to wait until the last minute to get his work done. Ashlee works more steadily and keeps on top of her work daily. Ashlee complains that she feels she has to worry now about his work and her own. And, because they rely on each other for certain tasks, she is uncomfortable with waiting until an hour or so before a deadline when they are forced to collaborate.
Because of the conflict, James is missing more work, and you suspect its because he wants to avoid Ashlee and her wrath.
Dispute (Occasion 2)
Susan and Louise are your team members. Susan is a devout Christian and has religious figurines in her cubicle. Louise is a professed atheist who feels that extremely religious people are less intelligent.
Both women try to avoid discussing religion, but they both know the others feelings on current events, and at times there is palpable tension.
One day Susan comes to work wearing a shirt declaring inappropriate wordings for the atheists, and Louise decides she has had enough. She feels this action is alienating and hostile.
She is threatening to not only quit but to sue the company for allowing a hostile work environment.
Description of the activity
This activity requires you to implement processes and systems developed in Activity 2 to manage conflicts on both occasions.
To do so, you are required to arrange a counselling session with team members on both occasions to provide guidance and support them in resolving conflicts and their work difficulties.
When conducting the counselling sessions, you must:
Implement the conflict resolution policies and procedures prepared in Activity 2.
Implement the conflict resolution plan prepared in Activity 2.
Follow the communication guidelines
Listen to both sides
Gain and maintain their trust and confidence through professional conduct
Adjust your personal communication style appropriately to meet their needs
Identify the root cause of the conflict
Respond to the team members appropriately
Work with them to come up with viable solutions
Brainstorm options available to resolve the conflict and identify a residual consequence for each option
Prepare an implementation plan to address difficulties/conflicts in agreement with both team members. Use the template provided to prepare the implementation plan.
Communication guidelines:
meet the team members in a private and comfortable location
avoid distractions and interruptions
ensure your facial expressions, posture and gestures match what you say
keep an appropriate distance
invite people to talk
ask for the background to the problem
dont ask too many questions
allow comfortable silences.
Implementation plan: Conflict 1/Occasion 1
Participants
1. Identify the participants in the conflict and what you hope to achieve.
Conflict Participants Name:
Role: Name:
Role:
Problem Preferred State Common Ground Options for Resolution
2. Brainstorm and list the options available to resolve the conflict and identify a residual consequence for each option.
Options for Resolution: Option: Consequence:
1. 2. 3. 4. Best Options for Resolution
3. Prioritise each option and determine how each will be implemented.
Implementation Plan
Priority Step Description Team Member Responsible Status/Follow-Up Due Date
Team members sign off
Name Role Signature Date
Implementation plan: Conflict 2/Occasion 2
Participants
1. Identify the participants in the conflict and what you hope to achieve.
Conflict Participants Name:
Role: Name:
Role:
Problem Preferred State Common Ground Options for Resolution
2. Brainstorm and list the options available to resolve the conflict and identify a residual consequence for each option.
Options for Resolution: Option: Consequence:
1. 2. 3. 4. Best Options for Resolution
3. Prioritise each option and determine how each will be implemented.
Implementation Plan
Priority Step Description Team Member Responsible Status/Follow-Up Due Date
Team members sign off
Name Role Signature Date
4.2Gather and review feedback from the stakeholders
Description of the activity
This activity requires you to arrange a meeting. The following will be the participants of the meeting:
Team members
Supervisor
The purpose of the meeting is to seek feedback from the stakeholders on the management of workplace relationships.
Before the meeting, you are required to prepare a meeting agenda using the template provided. When conducting the meeting, you are required to:
Greet the participants.
Seek feedback on the management of workplace relationships from the participants of the meeting.
Ask for the areas where you can improve in future
Use listening and questioning to elicit the views of others and to clarify or confirm understanding
The participants/stakeholders will:
Provide feedback based on their evaluation of the management of workplace relationships (Based on the assessment of students performance in previous activities).
During the meeting, you must:
Use language and non-verbal features appropriate to the audience
Interact effectively with people from diverse backgrounds
After the meeting, you are then required to:
Prepare the meeting minutes template.
Complete the evaluation form.
Evaluate the feedback for improvement to your leadership style and identify the areas of improvement for future workplace relations leadership.
Evidence to be submitted:
Meeting agenda and meeting minutes
Completed evaluation form
Meeting agenda template:
Date/Time: Location: Chairperson: Meeting Attendees:
Full names and roles Agenda Item/Topic Discussion/Outcomes Action Officer Due Date
Welcome (Agenda item 1)
Topic?
(Agenda item 2)
Topic?
(Agenda item 3)
Topic? Summary Overall Summary
Decision/s
Action/s if any Next Meeting time/date Meeting closed at: Minutes are a true and accurate record of the meeting Approved/confirmed by whom? Meeting minutes template:
Minutes of Meeting
Meeting Objective:
Attendees:
Venue:
Date:
No. Points Discussed Actions Suggested Target Date
Initials of attendee 1: Initials of attendee 2:
Initials of attendee 3: Initials of attendee 4:
Evaluation form
Analysis of the stakeholders feedback (30-50 words)
Improvements to your leadership style and reason (30-50 words)
Areas of improvement for future workplace relations leadership (30-50 words)
