Assessment Submission Sheet

Assessment Submission Sheet

Course BSB50420 Diploma of Leadership and Management

Unit Code BSBLDR523

Unit Name Lead and manage effective workplace relationships

Assessor Name Student Name Student ID Date Due Please read and sign this assessment coversheet and submit it together with your assessment to your Assessor by the due date.

Student Declaration

I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source.

I have read the Plagiarism Policy and Assessment Appeal and Reassessment Policy in the Student Handbook and I understand all the rules and guidelines for undertaking assessments.

I understand that by typing my full name in the student field this is equivalent to a hand-written signature.

I give permission for my assessment material to be used for continuous improvement purposes.

Student Signature Date Submitted Assessor Use Only

Assessment Items Result

Task 1 Portfolio Task 2 Portfolio Task 3 Case Study Final Result for this unit Student Declaration: I declare that I have been assessed in this unit, and I have been advised of my result. I am also aware of my appeal rights. Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback

Signature Signature Date Role Play Assessor Observation checklist

Date Assessed: Assessors Feedback:

Did the candidate: Satisfactory

Yes No

Demonstrated professional approach to build trust with the manager

Demonstrated consultative and non-judgemental approach

Showed emotional intelligence and used open body language

Expressed interpersonal communication skill to adjust cultural diversity and ethical environ to defuse strong feeling of rental manager

Identified and resolved conflicts and difficulties in accordance to Policies and procedures such as Grievance Procedure and Code of conduct.

Suggested counselling and support in resolving difficulties such as personal conflict.

Effectively communicated and discussed procedure such as Grievance policy and procedure and code of ethics and anti-discrimination policy

Discussed and linked relevant legislation, such as Fair Work Act, anti-discrimination legislation

Demonstrated that they:

understand the culture and dynamics of conflict

listened empathetically and responsively

searched beneath the surface for hidden meanings

acknowledged and reframed emotions

separated what matters from what gets in the way Evidenced the work done through taking responsibility by meeting with the manager to discuss how to resolve a conflict while building a positive work relationship? Demonstrated usage of different tools and approaches to generate options for solving problems Explored resistance and negotiate collaboratively

Evidenced learning from difficult behaviours and seek opportunities to improve systemic processes and personal management skills

Mediated and designed systems for prevention, such address root issues and conflict before it happens; mediated problems to build strong team relationships and highlight shared interests

Demonstrated leadership and coaching skill for transformation of team and individual attitudes.

Conducted role-play in accordance with planned session and within the timeframe Assessors Final Comments

Task 1

Assessment Instructions

This is an individual assessment. You are required to demonstrate the skills and knowledge required to plan communication systems.

If you need help understanding any questions, ask your assessor to explain.

Using the simulated business information provided, and in response to a scenario, you will prepare a portfolio of communications planning documentation that includes a communications strategy and grievance procedure. You will also prepare a report to the senior management team on your plans for managing communications and consultation.

To be deemed competent you will need to successfully demonstrate the following:

You must submit a communications planning portfolio that includes:

a communications strategy

a short grievance procedure

a report to the senior management team

Part A: Communications planning portfolio

Review the scenario in Appendix 1, particularly the background to the simulated organisation, current change issues, communication and consultation needs, and information about your role as Communications Consultant.

Review JKL Industries simulated business documentation, including strategic plans and operational plans. Note what the organisation does, how it does it, what its goals and objectives are, and who its stakeholders and customers are.

Develop a draft communications strategy for meeting organisational needs that includes:

two to three communications objectives

at least two different audiences, for example, senior management, work teams, or individual employees

at least two methods of communication or media

at least two provisions to facilitate bottom-up consultation (from employees to management); for example, consultation on employee health and safety, consultation on continuous improvement of work processes, consultation on employee conditions and pay, or consultation on job roles and performance expectations.

Note: Ensure you also provide for management feedback on consultation back to employees.

Develop a short (less than one page) grievance procedure.

Submit your portfolio in accordance with quality specifications outlined below.

Please type your answers here. DOWNLOAD & READ JKL INDUSTRIES SIMULATED BUSINESS FROM MOODLE

READ JKL Appendix TASK 1 SCENARIO

REQUIREMENTS:

PART A

A COMMUNICATION STRATEGY

A GRIEVANCE PROCEDURE

Part A: Communications planning portfolio

Review the scenario in Appendix 1, particularly the background to the simulated organisation, current change issues, communication and consultation needs, and information about your role as Communications Consultant.

Summarise Appendix 1: Background

Current Change Issues

Communication and Consultation Needs

Your Role as a Comm. Consultant

Review JKL Industries simulated business documentation, including strategic plans and operational plans. Note what the organisation does, how it does it, what its goals and objectives are, and who its stakeholders and customers are.

JKL Simulated Business: Strategic & Operational Plans

What the Org does?

How JKL does it?

Goals & Objs?

Stakeholders?

Develop a draft communications strategy for meeting organisational needs that includes:

two to three communications objectives

2-3 Communication Objs

Creating support for organizational initiatives and objectives

Raise awareness of the changes that will result from implementation of the restructure

Improve communication within organization

Focusing on improving information flow base on bottom-up model

Change behaviours of poor communication

at least two different audiences, for example, senior management, work teams, or individual employees

2X Audiences:1

2

at least two methods of communication or media

2X Methods/Media

OR

Objs Audience Media

at least two provisions to facilitate bottom-up consultation (from employees to management); for example, consultation on employee health and safety, consultation on continuous improvement of work processes, consultation on employee conditions and pay, or consultation on job roles and performance expectations.

Note: Ensure you also provide for management feedback on consultation back to employees.

2 Provisions to Facilitate bottom -up Consultation-

Refer to JKL Policies and Procedures (Describe HOW? Relate to legislations)

- E.gs Health and Safety Rehabilitation Policy

Workplace harassment, victimization and bullying policy

Develop a short (less than one page) grievance procedure.

Develop a short grievance procedure

Refer to Appendix 3 in Student Workbook Similar to Max Lionel Grievance Dispute Resolution Procedure (pg114) OR find similar procedure online or Workplace Ombudsman website. Sample grievance/dispute resolution procedure

This procedure is applicable to all grievances or disputes, for example, involving health and safety, performance management, anti-discrimination or industrial relations matters, such as disputes over pay or conditions

EXAMPLE.

If you have a grievance or wish to lodge a complaint, complete the following steps.

1.Arrange to meet with your direct supervisor to discuss the grievance.

a.Your manager or HR representative will record details on a standard report template, a copy of which is to be stored on the organisations HRMS.

b.Your manager or HR representative will provide you with, or ensure access to, this procedure.

2.Failing resolution at this stage:

a.Your direct supervisor will escalate the matter to more senior management.

b.If your supervisor fails to do this, escalate the matter to more senior management.

3.Failing resolution at this stage:

a.JKL Industries will refer the matter to an independent mediator for assistance in resolving the dispute.

b.If you are not satisfied, contact the relevant regulator for mediation, for example:

i.state/territory health and safety regulator

ii.Human Rights Commissioner

iii.Fair Work Ombudsman.

Part B: Report to the senior management team

Research and prepare a report to senior managers on your proposed communications planning.

Prepare a report in response to the scenario described in the scenario. Determine and prepare to discuss:

Organisational needs:

internal strategic needs, goals and objectives

external regulatory or legal requirements, such as for WHS consultation, anti-discrimination or industrial relations

business ethics requirements.

Your proposed approach to communications and consultation to meet organizational needs:

explain your draft communications strategy, organisational policies and procedures, and how such communications systems and policies can support a coordinated approach to developing effective work relationships.

PART B

A MANAGEMENT REPORT

Part B: Report to the senior management team

Research and prepare a report to senior managers on your proposed communications planning.

Prepare a report in response to the scenario described in the scenario. Determine and prepare to discuss:

Organisational needs:

REPORT

Executive Summary

internal strategic needs, goals and objectives (Discuss Briefly)

Purpose of your report

(to revise and update strategies and processes to manage communications and information flow within the organisation. engage and motivate the senior management team to embrace your proposed changes. )

BODY

address organisational needs for communication, as per scenario?

For example address Issues: (FIND SOLUTIONS)- Ensure Communication, Consultation, Implementation of Policies & Procedures, Providing Training

lack of an overarching approach to information management that helps to promote common understanding of team goals and organisational values and to build strategic relationships

slow responses to internal and external customer needs-

Solutions e.g :Policies & procedures to address customer needs in a timely, effective and consistent manner)

Provide Training to Customer service employees

slow and ineffective communication of and implementation of ideas for improved processes-

ineffective or no use of modern communication technologies and social platforms-

inadequate consultation, resulting in risks to compliance (particularly WHS consultation requirements) and too little bottom-up information flow from employees to management - this results in poor organisational take-up of improvement ideas identified by teams and individuals at lower levels of the organisation and by customer-facing managers and employees

inconsistent application by managers of grievance procedures posing a risk to employee relations-( Solution e.g- Develop grievance procedure & provide training to Mgrs)

poor sense of employee engagement, empowerment and accountability for work performance

poor general awareness of (and therefore poor support of) organisational goals, ethics, values.

external regulatory or legal requirements, such as for WHS consultation, anti-discrimination or industrial relations

briefly discuss relevant legislation.(WHS, Fair Work, Anti discrimination laws)

business ethics requirements.

discuss business ethics requirements? (JKL Simulated Business Doc- Code Of Ethics)

For example:

tolerance of diversity

equity

transparency.

Your proposed approach to communications and consultation to meet organizational needs:

explain your draft communications strategy, organisational policies and procedures, and how such communications systems and policies can support a coordinated approach to developing effective work relationships.

Discuss Briefly the Communications Functions (4)

Discuss Evaluation of the Communication Strategy- Feedback- Relate to above Solutions you have provided- Communication plan, Consultation; Training

Discuss Effectiveness of Policies & Procedures (How they support Org goals or solve the issues)- Relate to Legislative requirements- Discuss your Grievance procedures

Policy framework determinants of Quality

Task 2

Assessment Instructions

This is an individual assessment. You are required to demonstrate the skills and knowledge required to plan the following processess.

If you need help understanding any questions, ask your assessor to explain.

To be deemed competent you will need to successfully demonstrate the following:

You must submit the following policies for JKL Industry Simulated Business:

a consultation process policy

a conflict management policy

a dispute resolution policy

Part A: Develop an overall consultation process

Review JKL Industries simulated business documentation. This activity requires to develop an overall consultation process for JKL Industry Simulated Business internal Employee Assistance Program (EAP) to support employees to resolve their issues related to their work role.

Your developed consultation policy and procedure needs to include the following sections:

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.

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.

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.

Your developed consultation policy and procedure needs to include the following information:

Communication Method

Audience

Communication Frequency

Measures of Effectiveness

Person Responsible

Please type your answers here. Part B: Develop conflict management processes and dispute resolution processes

Review JKL Industries simulated business documentation. This activity requires you to develop a conflict management policy/ procedure for the management team to deal with the conflicts at JKL Industry Simulated Business, and a dispute resolution process for staff to lodge their complaints to the management team.

Your developed conflict management procedure needs to include the following sections:

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.

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.

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.

Your developed conflict management procedure needs to include the following information:

Stages in conflict management

Explanation

Actions to resolve conflict at each stage

Responsible person

Your developed dispute resolution procedure needs to include the following sections:

Purpose: This explains the purpose of the dispute escalation procedure in task issue management.

Policy Statements: Describe the overall framework for the policy and its intent.

Table of Contents: Hyperlinked tables of contents are a helpful feature of electronic documents.

Policy and Procedures: Describe all relevant details to be included in the dispute resolution policy and procedures, including escalation procedures and any applicable legislations 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.

Please type your answers here. Part C: Schedule a meeting to delegate and confirm responsibilities

As the consultation policy, conflict management policy and dispute resolution policy have been successfully developed, you are now required to schedule a meeting to delegate and confirm responsibilities for fulfilling the work tasks at JKL Industry Simulated Business.

A meeting agenda needs to be prepared before the start of the meeting and during the meeting, you are required to discuss the following meeting items:

Consultation processes

Conflict management processes

Dispute resolution processes

Roles and responsibilities of the team members

Establish trust and confidence of the relationship between team members

Adopt the interactive communication style to confirm each team members responsibilities and duties, such as active listening and questionning.

A meeting minute needs to be produced after the close of the meeting. You may create your own template to produce the meeting agenda and the meeting minute. Both the meeting agenda and the meeting minute will be stored in the cloud drive of JKL Industry Simulated Business.

Please type your answers here.

Task 3

Assessment Instructions

This is an individual assessment. You are required to demonstrate the skills and knowledge required to establish systems to develop trust and confidence and manage the development and maintenance of networks and relationships.

If you need help understanding any questions, ask your assessor to explain.

To be deemed competent you will need to successfully demonstrate the following:

You must submit:

answers to the case-study-based questions.

For this assessment task, you will read and respond to a scenario by answering a set of written questions.

Read the scenario in Appendix 1. Pay particular attention to diversity and networking issues and information about your role as Brisbane Branch Manager.

Review the JKL Industries simulated business documentation, including policies and procedures.

Read the questions related to the scenario.

Create a document with written answers to the questions.

Submit a print or electronic version of your document containing answers to the questions in accordance with the specifications set out below.

For the following scenario-based questions, put yourself in the position of the new Brisbane Branch Manager and answer the questions accordingly.

Question 1:

As a manager new to the Brisbane area, you feel that you need to develop contacts with people internal to the organisation, such as managers, and external people, such as suppliers, business networks, managers networks and mentors.

How would you approach networking to achieve goals?

In your written response to the above question:

Describe how networking with internal and external people could help you build positive relationships to achieve organisational and professional goals. What networking or networks would you suggest?

Describe a situation in which you joined a network to achieve an organisational or professional development goal. Describe the network. How did you build stronger relationships within the network? What was the result of the networking for you and your organisation?

Please type your answers here. Question 2:

An employee has complained to you that some members of your team have not made any effort to accommodate non-Christians in this years Christmas celebrations. The employee feels excluded and disappointed that an opportunity to bring the team together has instead divided the team along religious lines.

How would you address the employees complaint?

In your written response to the above question:

Describe the workplace relationship issue and explain how you would approach the team and any suggestion you would make to resolve the issue fairly and consistent with organisational policy.

Describe at least two pieces of JKL Industries policy or procedure that conflict with the teams behaviour towards the employee.

Identify the relevance of one piece of relevant legislation.

Describe how policies and processes can help to promote cultural diversity, ethical values and relationship-building.

Please type your answers here. Question 3:

To respond to the issue described in question one, you have decided to meet with the team member and the management team to directly address the behaviour.

How would you prepare for and approach this meeting?

In your written response to the above question:

Describe what potential problems you anticipate from the team.

Describe how you would confront the team with their unacceptable behaviour, while maintaining trust and avoiding the impression of taking sides.

Explain how you will seek feedback on the management of workplace relationships from the participants

Please type your answers here. Question 4:

When it comes to the end of the meeting, you have successfully reached the negotiation between the team members and the management team about the plan you proposed. Complete the following evaluation form to evaluate the feedback for improvement to your leadership style and identify the areas of improvement for future workplace relations leadership.

Evaluation form

Analysis of the stakeholders feedback

Please type your answers here. Improvements to your leadership style and reason

Please type your answers here. Areas of improvement for future workplace relations leadership

Please type your answers here. Please type your answers here. Question 5:

Using the simulated business information provided, and in response to a scenario, you will plan and conduct a role-play in which you provide a colleague with guidance regarding a dispute between the colleague and a member of their team.

1.Read the scenario and role-play information in Appendix 1.

2.Review and familiarise yourself with the JKL Industries simulated business documentation, including strategic plans and operational plans. Note what the organisation does, how it does it, what its goals and objectives are, and who its stakeholders and customers are.

3.Plan to lead a role-played guidance session for a peer manager in response to the scenario.

4.Plan how you will:

a.Build trust with your colleague through assuming a calm, professional and emotionally receptive attitude and demeanour.

b.Adjust your personal communication style appropriately to meet the needs (both emotional and technical) of your colleague.

c.Discuss relevant grievance policies and procedures for resolving conflict in accordance with organisational and legislative requirements.

d.Discuss strategies for identifying root causes of conflict and for resolving the conflict.

5.Arrange a time and place with your team member to participate in the role-play.

Please type your answers here.

COMPLETE ALL TASKS

Please answer Task 3 by addressing the requirements above AND filling out Appendix 2 below.

COMPLETE THE ACTION PLAN TEMPLATE FOLLOWING THE ROLE PLAY- TO BE CONDUCTED ONLINE ON WEDNESDAY OR YOU CAN RECORD AND SUBMIT A LINK TOGETHER WITH YOUR SCRIPT.

READ SCENARIO IN APPENDIX 1

READ JKL BUSINESS CASE & MATERIALS FROM MOODLE

PARTICIPATE IN THE ROLE PLAY

COMPLETE APPENDIX 2- ACTION PLAN

Please answer Task 3 by addressing the requirements above AND filling out Appendix 2 below

.

1.Form a group of 2 people. Find a partner to work with. If you don't have one you will be assigned a partner only if you have advised me prior to the role play; but you will have to work role play scripts for both HR business partner and Rentals Manager. If you are working in pair, you will be able to collaborate and write a script for both Rentals Manager & HR business partner which you will pick up a role and conduct the role play on the day.

Start by viewing below links to you tube videos

https://www.youtube.com/watch?v=Hwn_W-X2Rdshttps://www.youtube.com/watch?v=HZOVWzKzpNghttps://www.youtube.com/watch?v=QyXFirOUeUkhttps://www.youtube.com/watch?v=jLMADUs3j6Q

Role Play Break down

- Meet & Greet the Rentals Mgr. State purpose of the meeting.

Summary of Role play

SCENARIO SUMMARY:

The Rental manager who comes to seek advice from HR partner regarding a complaint received from a rental employee.( The employee has listed 4 issues in the employee grievance)

The Rental manager feels hurt, although he has communicated with staff about JKL intention to retrain etc. He is not happy about the complaint; ""feels like a direct slap in his face" He is also not aware of Award rate(Motor Vehicle Award) and also concerned about possible strike actions.

HR explain legislations; Anti-discrimination; Fair Work; Motor Vehicle Award as well as explain grievance policy and procedures.

HR will take the lead; explain conflict resolution strategies ; find solutions to issues and propose to mediate the issue between Rental Mgr & rental dept employee.

All actions/activities proposed should be listed in your Action plan.

USE BELOW TO WRITE THE SCRIPT

Manager (Rentals) - Feelings

The manager thanks the HR business partner for meeting with them and

explains the nature of the complaint and their reaction in the following

way + Elaborate on all issues according to complaint received.

The manager is hurt and angry that the employee has made the

complaint, given that the companys intentions regarding re-training

of rental employees has been clear. All employees receive company

communications promptly, through posted notices and via the

organisational intranet.

The manager feels that the grievance is a direct slap in the face

because the manager has tried their hardest to be clear and fair to

employees. They are a new manager and feel that such a complaint

is disrespectful and undermines their authority.

They feel they should put the employee in their place and perhaps

set an example of them to discourage others from making frivolous

claims and baseless threats.

The manager is highly defensive and accuses HR of siding with the

employee. They are aggressive with the candidate as an HR

representative

HR partner listens and responds appropriately by taking a

positive, consultative approach, the manager will calm down,

explore options for dealing with the conflict and collaborate to

complete an action plan for resolving the conflict with their

employee.

HR Partner- Active Listening- Understand Culture of JKL

Provide leadership through own behaviour?

For example:

demonstrating professional conduct that promotes trust with the manager, such

as taking a consultative, non-judgemental approach, regulating emotions and

using open body-language

adjusting own interpersonal communication style to meet the organisations

cultural diversity and ethical environment, such as using a high-responsive

communication style to diffuse strong feeling on the part of the rentals

manager.

Explain and discuss procedures for conflict resolution?

For example:

JKL Industriesgrievance policy -

JKL Industriesgrievance procedure (Provide a copy- elaborate on Grievance Procedures as developed in Task 1 & 2- same procedures that you have written)

JKL Industriescode of ethics and anti-discrimination policy.(JKL policy is to retain & retrain talent- discuss)

Discuss relevant legislation?

For example:

Fair Work Act (-The employee is paid to the terms of the relevant modern award (MA000089Vehicle Manufacturing, Repair, Services and Retail Award 2010), but that all employees will soon be able to negotiate possibly much better pay and conditions in upcoming enterprise bargaining.

anti-discrimination legislation.

Get the work done (i.e. implement the first part of the action plan) through taking

responsibility for work by meeting with the manager to discuss how to resolve a

conflict while building a positive work relationship?-

Discuss EACH ISSUE

Employee grievance

A rental employee of the Brisbane branch is concerned about plans to restructure the business. The employee is extremely angry and feels that they:

1.will definitely lose their job as a result of the restructure

2. will not be given the opportunity to retrain.

TALK ABOUT THE COMPANYS INTENTION TO RETAIN & RETRAIN

-669290-150812500They would like to formally complain that their manager has not provided rental employees with opportunities to retrain.

3. In addition, the employee feels they must be underpaid because they know people in the same job in the same industry who are making much more. They dont understand the basis of their pay or conditions.- TALK ABOUT THE MA AWARD LISTED IN THE CASE

4. Finally, the employee is currently organising other rental and sales employees for a possible strike. They intend to pressure their union into supporting and publicising the strike

TALK ABOUT UPCOMING ENTERPRISE BARGAINING

FOR EACH ISSUE- FIND SOLUTIONS- USE COLLABORATIVE STYLE-

For example, discuss the strategies for Conflict resolution with Rental Mgr.

understand the culture and dynamics of conflict

listened empathetically and responsively

searched beneath the surface for hidden meanings

acknowledged and reframed emotions

separated what matters from what gets in the way

solved problems paradoxically and creativelyusing a variety of tools and

approaches to generate options for solving problems

explored resistance and negotiate collaboratively

learned from difficult behaviourslooked at disputes and conflicts as welcome

information about problems and as opportunities to improve systemic

processes and personal management skills

mediated and designed systems for preventionworked to design processes

to address root issues and address conflict before it happens; mediated

problems to build strong team relationships and highlight shared interests

led and coached for transformation of team and individual attitudes.

Discuss Actions to be implemented in Meeting

Get the work done through developing action plans with at least three activities for

the manager to take?

For example:

taking up personal coaching options

using mediation

meeting with the employee and using interpersonal techniques for conflict

resolution: e.g. listening, win-win negotiation, collaborative decision-making

using more effective communication strategies or tactics, particularly those that

are responsive to the emotional context and company history and that facilitate

feedback to better gauge effectiveness

regularly following up with the employee or employees to ensure the conflict

has been truly resolved.

Set up Meeting Conflict resolution between Employee and Rental Manager after this meeting and offer to act as a Mediator and come to observe their Meeting.

Suggest some Networking activities for Rental Manager to build on their conflict resolution skills.

Set a review date.

Close Meeting.

2.Complete Appendix 2 Template by using at least 3 Actions as suggested in above meeting

COMPLETE ALL ASSESSMENTS WHICH ARE DUE BY THE END OF THIS WEEK.

Appendix 1: Scenario Task 3 JKL Industries

Role-play information: HR Business Partner

You are an HR Business Partner working in the JKL Industries Brisbane branch. You report directly to the HR Manager in the Sydney Head Office. As an employee of the Brisbane branch, you also report to the Brisbane Branch Manager. You work to provide information to employees, team leaders and managers at the branch, facilitate service delivery through HR centres of excellence, such as compliance and training and development, and partner with managers to assist them in strategising, workforce planning and development, and in meeting the needs of their customers, employees and the business as a whole.

A peer manager (from Rentals) has made an appointment to come to you about an employee grievance.

Employee grievance

A rental employee of the Brisbane branch is concerned about plans to restructure the business. The employee is extremely angry and feels that they:

will definitely lose their job as a result of the restructure

will not be given the opportunity to retrain.

They would like to formally complain that their manager has not provided rental employees with opportunities to retrain.

In addition, the employee feels they must be underpaid because they know people in the same job in the same industry who are making much more. They dont understand the basis of their pay or conditions.

Finally, the employee is currently organising other rental and sales employees for a possible strike. They intend to pressure their union into supporting and publicising the strike.

You know that the Rentals Manager is very concerned about the impact of the grievance on team cohesion and, potentially, the goals and objectives of the organisation. You also suspect that the manager will be hurt or angry themselves, as they have indicated their sincere desire to improve employee relations within their team through better communication and relationship-building.

The trouble is that while the manager may have the best intentions, they are relatively inexperienced and may not be approaching the conflict with the most productive mindset. And they may not have all the conflict resolution tools, tactics and strategies that you are equipped with as a more experienced HR specialist.

In addition, you are aware of the following facts:

JKL Industries firm policy and intention is to retrain rental employees to retain talent (retraining is in JKLs interest).

So far the employee has adhered to the grievance policy as intended by the organisation. The grievance procedure sets out a process whereby disputes are kept at the lowest level. Employees should take their grievance first to their immediate supervisor, which the employee has done. This gives managers the first opportunity to respond appropriately, which is only fair. The Rentals Manager now has an opportunity to resolve the dispute early.

The employee is paid to the terms of the relevant modern award (MA000089 Vehicle Manufacturing, Repair, Services and Retail Award 2010), but that all employees will soon be able to negotiate possibly much better pay and conditions in upcoming enterprise bargaining.

In your meeting with the Rentals Manager to provide guidance, lead the meeting through the following stages:

1.greeting the manager

2.listening to their side

3.responding to the manager appropriately

4.working with the manager to come up with viable solutions

5.documenting activities in an action plan.

You will also, as appropriate:

listen to the manager: understand the facts as they see them and understand their feelings

adopt an appropriate leadership/communication style

be reflective, regulate your emotions, and refrain from reacting

explain the facts as you understand them, including providing an explanation of the grievance policy, its benefit to the organisation, and the relevance of at least one piece of legislation

help the manager to understand reasons for the grievance

oNote: Given the climate of fear and suspicion that has existed within JKL Industries, such a grievance may not be very unlikely. It is also possible that plain communications of facts and organisational intentions may have failed because of the underlying emotional work context. As such, the complaint should not necessarily be a cause of offense.

using your knowledge of dispute resolution, collaborate with the manager to determine a series of at least three activities to resolve the conflict with the employee and complete an action plan (use the template provided in Appendix 2)

offer to mediate in the dispute, if required, or help to provide assistance if it requires further escalation.

Given the companys industrial relations history and restructure plans, and history of conflict and mistrust, contributing to positive employee relationship-building through assisting managers will constitute a key measure of your value to the organisation.

organisation.

Appendix 2: Action Plan Template

Action/activity Timeframe Person/s responsible Description of strategy/

tactic/rationale for action Resources, if required HR meeting with manager (rental) HR Business Partner (you