Two assessments of the diploma course!
MOA
SATool-BSBLDR502-LeadandManageEffectiveWorkplaceRelationships-vApril2021.pdf
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Assessment Resource Summary
Unit Details BSBLDR502 – Lead and Manage Effective Workplace Relationships
Assessment Type
This is a summative assessment, which requires each student to have adequate practice prior to undertaking this
assessment
Assessment Methods
Written Assessment (J) Assessment 1
(Written Knowledge Questions)
Case Study (D)
Assessment 2
(Scenario based project)
Project (C) Assessment 3
(Plan and manage the use of networks)
Last Modification Date April 2021
RTO No: 21870 CRICOS Provider Code: 02992E
ABN: 39 122 778 563
STUDENT COPY
RTO No: 21870 CRICOS Provider Code: 02992E
ABN: 39 122 778 563
BSBLDR502 - Lead and manage effective workplace relationships Page 2 of 22
Unit Summary
This unit describes the skills and knowledge required to lead and manage effective workplace relationships. It applies to individuals in leadership or management who have a prominent role in establishing and managing processes and procedures to support workplace relationships taking into account the organisation's values, goals and cultural diversity. At this level work will normally be carried out within complex and diverse methods and procedures, which require the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies. No licensing, legislative or certification requirements apply to this unit at the time of publication.
Prerequisite Units
There are no recommended pre-requisite units for this competency.
Co-requisite Units
There are no recommended co-requisite units for this competency.
Resources
Resources: Student Learner Guide, PowerPoint presentation, Sample Policies and Procedures and documents, Office equipment and resources, computer facilities with internet, including access to student resource folder.
Relevant legislation: The Fair Work Act 2009: https://www.fwc.gov.au/resolving-issues-disputes-and-dismissals/respond-application
Best practice guidelines for recruiting: https://www.humanrights.gov.au/best-practice-guidelines-recruitment-and-selection
Workplace discrimination, harassment and bullying: https://www.humanrights.gov.au/employers/good-practice-good-business-factsheets/workplace- discrimination-harassment-and-bullying
Workplace bullying: violence, harassment and bullying fact sheet: https://www.humanrights.gov.au/workplace-bullying-violence-harassment-and-bullying-fact-sheet
Workplace documentation and resources - Sample policies and procedures Equal Opportunity and Diversity Policy - WA Department of Health Equal Opportunity Policy - Australian Red Cross Gender Diversity Policy – Wesfarmers
Note: Students, currently employed, are encouraged to bring their current employer’s policies and procedures and or business documents (with their employer’s permission) to use in their course work. This material must be reviewed prior to use by the Institute’s Trainer/Assessor. For students who are unable to bring adequate policies and procedures, the Institute will provide a practice set of documents.
RTO No: 21870 CRICOS Provider Code: 02992E
ABN: 39 122 778 563
BSBLDR502 - Lead and manage effective workplace relationships Page 3 of 22
ASSESSMENT 1 – WRITTEN QUESTIONS
Student Name: ______________________________________________________________
Student ID No: ______________________________________________________________
Student Instructions:
1. Your answers should be on a separate document using word processing software such as MS Word & or other software (hand written submissions are only acceptable with prior approval from your Trainer)
2. Your document should be professionally formatted and include
a. Your Name
b. Your Student ID
c. Unit Code
d. Assessment Number (i.e. BSBLDR502 Assessment 1)
3. Please reference to each question number and retype each question with your answers
4. You must answer every question and provide enough information to demonstrate sufficient understanding of what has been asked to achieve competency. Please ask your Trainer/Assessor if you are unsure what is sufficient detail for an answer
5. Ask your trainer/assessor if you do not understand a question. Whist your trainer/assessor cannot tell you the answer, he/she may be able to re-word the question for you or provide further assistance based on the Institute’s “Reasonable Adjustment Policy”
6. Answers should be your own work, in your own words and not plagiarised, nor copied. However, if an answer is cut & pasted (such as a definition), then the source should be referenced
RTO No: 21870 CRICOS Provider Code: 02992E
ABN: 39 122 778 563
BSBLDR502 - Lead and manage effective workplace relationships Page 4 of 22
Questions
1. Define the following unit terminology relating to leading and managing effective workplace relationships.
1. Action Plan
2. Conflict Resolution
3. Codes of Practice
4. Communication
5. Consultation
6. Counselling
7. Colleagues
8. Co-workers
9. Culture (Organisational)
10. Diversity
11. Ethics
RTO No: 21870 CRICOS Provider Code: 02992E
ABN: 39 122 778 563
BSBLDR502 - Lead and manage effective workplace relationships Page 5 of 22
12. Feedback
13. Leadership
14. Legislation
15. Networks (Business)
16. Organisation
17. Outcomes
18. Policies
19. Procedures
20. Processes
21. Personnel
22. Regulations
23. Relationship (work based)
RTO No: 21870 CRICOS Provider Code: 02992E
ABN: 39 122 778 563
BSBLDR502 - Lead and manage effective workplace relationships Page 6 of 22
24. Standards
25. Strategy
26. Team
27. Workplace
2. Describe the methods Leader-Managers can use to source, analyse and share information with their teams about work responsibilities.
3. List and provide examples of at least THREE (3) consultation methods Leader-Managers can use to receive information and feedback from their teams.
4. List and outline the two main methods used to deliver feedback to your team
5. Describe how Leader-Managers can ensure that issues raised are resolved promptly or referred to relevant personnel
6. What strategies can Leader-Managers implement to ensure that an organisations cultural diversity and ethical values are adhered to
7.
When utilising and applying your professional workplace conduct, what methods can Leader-Managers use to gain the trust and confidence of their work colleagues and external contacts. List at least THRE (3) examples.
8. As a Leader-Manager outline the methods you could adopt to adjust your own interpersonal communication style to meet your organisation's cultural diversity and ethical environment?
9. Outline how Leader-Managers could support their work colleagues and team members in adjusting their own interpersonal communication styles
10. List at least THREE (3) ways Leader-Managers could use networks to build workplace relationships.
11. List and outline the methods Leader-Managers could use to make the most of their networking opportunities to ensure that workplace relationships are developed and maintained.
12. Outline the process (including an action plan) that you would follow to identify and resolve difficulties in workplace relationships
13. Explain how Leader-Managers could manage workplace conflict constructively and in accordance with their organisation’s policies and procedures.
14. List and outline at least THREE (3) ways Leader-Managers can support work colleagues in being able to manage difficulties in the workplace.
RTO No: 21870 CRICOS Provider Code: 02992E
ABN: 39 122 778 563
BSBLDR502 - Lead and manage effective workplace relationships Page 7 of 22
ASSESSMENT 2 - CASE STUDY - STUDENT INFORMATION
Student Name: ______________________________________________________________
Student ID No: ______________________________________________________________
Student Instructions:
1. Your answers should be on a separate document using word processing software such as MSWord & or other software (hand written submissions are only acceptable with prior approval from your Trainer)
2. Your document should be professionally formatted and include
a. Your Name
b. Your Student ID
c. Unit Code
d. Assessment Number (i.e. BSBLDR502 Assessment 2)
3. Your answers referenced to each question number (you do not need to retype the questions if you properly reference your answers)
4. You must answer each question and provide enough information to demonstrate sufficient understanding of what has been asked to achieve competency. Please ask your Trainer/Assessor if you are unsure what is sufficient detail for an answer
5. Ask your trainer/assessor if you do not understand a question. Whist your trainer/assessor cannot tell you the answer, he/she may be able to re-word the question for you or provide further assistance based on the Institute’s “Reasonable Adjustment Policy”
6. Answers should be your own work, in your own words and not plagiarised, nor copied. However, if an answer is cut & pasted, (such as a definition), then the source should be referenced
RTO No: 21870 CRICOS Provider Code: 02992E
ABN: 39 122 778 563
BSBLDR502 - Lead and manage effective workplace relationships Page 8 of 22
ASSESSMENT 2 - CASE STUDY - STUDENT INFORMATION
INSTRUCTIONS Each student will be required to undertake FOUR (4) Assessment tasks in order to successfully complete this Case Study. You will be required to demonstrate evidence of your ability to: Develop and / or implement processes to manage ideas and information including:
• Communicating information to support others to achieve work responsibilities
• Facilitating employees’ contribution to consultation on work issues
• Providing feedback on the outcomes of consultations
• Resolution of issues raised or referral to relevant personnel Establish and / or implement policies to ensure that the organisation’s cultural diversity and ethical values are adhered to. Provide leadership through own behaviour including:
• Professional conduct that promotes trust with internal and external contacts
• Adjusting own interpersonal communication style to meet the organisation’s cultural diversity and ethical environment
Develop and / or implement processes and systems to manage difficulties including:
• Identifying and resolving conflicts and other difficulties according to organisational policies and procedures
• Planning how to address difficulties
• Providing guidance, counselling and support to assist co-workers in resolving their work difficulties
SCENARIO Discrimination can be a source of heated conflict, potentially ending in legal trouble for a company or its owners. Discriminatory conflicts can arise from personal prejudices on the part of employees or perceptions of mistreatment of employees. You are to review the information below and prepare a response to the situation based on each of the Assessment Task instructions. Brian is employed as a Customer Service Officer at WizCo. He is 66 years old and is unsure as to what age he will retire. He has worked at WizCo for more than 10 years and participates in mandatory workplace training every 12 months. Brian’s role is to receive and respond to incoming telephone calls and emails from WizCo customers.
RTO No: 21870 CRICOS Provider Code: 02992E
ABN: 39 122 778 563
BSBLDR502 - Lead and manage effective workplace relationships Page 9 of 22
Brian has recently made a complaint to the human resources department and has claimed to have been experiencing age discrimination from his work colleagues. Brian says that for two years he has been subjected to offensive and inappropriate comments regarding his age. He claims, for example, that he was called an ‘old man’ and ‘expired’ and discovered there is a betting game currently being played about his possible date and age of retirement. Brian also claims that the persistent comments have caused him much distress and isolation within his team. As Brian’s Manager, Tina Morrison from H.R has requested you to follow up on this complaint and produce a response that:
• Clearly identifies the key issue/s
• Recommends ways to resolve any conflict
• Promotes the company’s cultural diversity and ethical environment within in your team
ASSESSMENT TASK ONE: SUPPORTING EMPLOYEES You are required to consult with your fellow colleagues and create written responses to the following questions.
A. Provide a summary of the key issues relating to the situation as described above. You will need to outline how these issues relate to and may impact Brian’s work responsibilities.
B. Develop a plan that outlines the steps you will take to promptly manage Brian’s complaint. You should also describe how these steps should comply with WizCo. policies and procedures.
C. Outline how you plan to ensure that consultation process would need to provide opportunities for Brian and any other WizCo staff to contribute to the issue in an appropriate manner.
D. Describe how you will provide feedback to Brian and other staff on the outcomes of the consultation process.
RTO No: 21870 CRICOS Provider Code: 02992E
ABN: 39 122 778 563
BSBLDR502 - Lead and manage effective workplace relationships Page 10 of 22
ASSESSMENT TASK TWO: DEVELOP AN ISSUE MANAGEMENT PLAN AND PROCESS
A. You are required to consult with your fellow colleagues and develop a process (using the template below) for which issues raised by staff on matters of anti- discrimination, equal opportunity, or workplace conflict can be resolved promptly or referred to relevant personnel.
Title / Name of the process
Process Scope
Created by:
Date created:
Relevant Personnel:
Symptoms:
Statement of facts:
Analysis:
Options for resolution:
Action Plan for implementation:
Monitor outcomes:
B. You are now required to consult with your fellow colleagues and develop a flow
diagram that outlines the process for how WizCo. should manage, implement and follow up on issues raised (as above) by an employee.
ASSESSMENT TASK THREE: UNDERSTANDING PROFESSIONAL LEADERSHIP You are required to consult with your fellow colleagues and create a Leadership Guide for fellow managers on how to display professional leadership behaviour through their own conduct in their role as a manager or team leader. Your Leadership Guide should include reference to the following:
1. Ways you gain, or could gain and maintain the trust and confidence of colleagues and external contacts;
2. Methods that could be used to adjust your own interpersonal communication style to meet WizCo. organisational cultural diversity and ethical environment
RTO No: 21870 CRICOS Provider Code: 02992E
ABN: 39 122 778 563
BSBLDR502 - Lead and manage effective workplace relationships Page 11 of 22
3. Techniques you could use to guide and support team members in their own personal adjustment process.
ASSESSMENT TASK FOUR: AGE DISCRIMINATION; CULTURAL DIVERSITY AND ETHICS You are required to consult with your fellow colleagues and create a PowerPoint presentation for your team members to be used for an internal training program around age discrimination and promoting the organisations cultural diversity and ethical environment. Your presentation should include reference to the following: 1. An understanding of the laws on age discrimination 2. How WizCo. will promote cultural diversity and ethical environments through equal opportunity. 3. Managing conflict constructively within the work team 4. Building effective workplace relationships 5. Identifying how networking can provide new opportunities.
RTO No: 21870 CRICOS Provider Code: 02992E
ABN: 39 122 778 563
BSBLDR502 - Lead and manage effective workplace relationships Page 12 of 22
ASSESSMENT 2 - CASE STUDY - ASSESSOR CHECKLIST This checklist is to be used when assessing the students in the associated task. This checklist is to be completed for each student. Please refer to separate mapping document for specific details relating to alignment of this task to the
unit requirements.
Each task on this checklist must be found Satisfactory, to mark the assessment outcome as “Satisfactory”.
Please complete below
Student Name:
Student ID No:
In undertaking this assessment, did the student consult with their colleagues and submit:
Attempt 1:
___________
(Date)
Satisfactory
Attempt 2:
__________
(Date)
Satisfactory
Attempt 3:
__________
(Date)
Satisfactory
A written report which includes:
• A summary of the key issues relating to the situation in the scenario.
• An outline of how the issues identified in the scenario relate to and may impact Brian’s work responsibilities.
• A plan that outlines the steps to be taken to promptly manage Brian’s complaint.
• A description of how these steps should comply with WizCo. policies and procedures.
• An outline of how to ensure that a consultation process would need to provide opportunities for Brian and any other WizCo staff to contribute to the issue in an appropriate manner.
• Details for how to provide feedback to Brian and other staff on the outcomes of the consultation process
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
RTO No: 21870 CRICOS Provider Code: 02992E
ABN: 39 122 778 563
BSBLDR502 - Lead and manage effective workplace relationships Page 13 of 22
In undertaking this assessment, did the student consult with their colleagues and submit:
Attempt 1:
___________ (Date)
Satisfactory
Attempt 2:
__________ (Date)
Satisfactory
Attempt 3:
__________ (Date)
Satisfactory
An issue management plan that included:
• a process (using the template supplied) for which issues raised by staff on matters of anti-discrimination, equal opportunity, or workplace conflict can be resolved promptly or referred to relevant personnel.
• a flow diagram that outlines the process for how WizCo should manage, implement and follow up on issues raised by employees
Yes No Yes No
Yes No
Yes No
Yes No
Yes No
Yes No Yes No
Yes No
A Leadership Guide for fellow managers which includes reference to:
• Ways you gain, or could gain and maintain the trust and confidence of colleagues and external contacts
• Methods that could be used to adjust your own interpersonal communication style to meet WizCo. organisational cultural diversity and ethical environment
• Techniques you could use to guide and support team members in their own personal adjustment process.
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
RTO No: 21870 CRICOS Provider Code: 02992E
ABN: 39 122 778 563
BSBLDR502 - Lead and manage effective workplace relationships Page 14 of 22
In undertaking this assessment, did the student consult with their colleagues and submit:
Attempt 1:
___________ (Date)
Satisfactory
Attempt 2:
__________ (Date)
Satisfactory
Attempt 3:
__________ (Date)
Satisfactory
An internal training PowerPoint presentation for fellow team members which includes reference to:
• An understanding of the laws on age discrimination
• How WizCo. will promote cultural diversity and ethical environments through equal opportunity.
• Managing conflict constructively within the work team
• Building effective workplace relationships by Identifying how networking can provide new opportunities.
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
RTO No: 21870 CRICOS Provider Code: 02992E
ABN: 39 122 778 563
BSBLDR502 - Lead and manage effective workplace relationships Page 15 of 22
Assessor Use Only
Attempt 1: Assessor Comments
Satisfactory (S) Not Satisfactory (NS) Assessor Signature: _______________________________ Date: __________________
Attempt 2: Assessor Comments
Satisfactory (S) Not Satisfactory (NS) Assessor Signature: _______________________________ Date: __________________
Attempt 3: Assessor Comments
Satisfactory (S) Not Satisfactory (NS) Assessor Signature: _______________________________ Date: __________________
RTO No: 21870 CRICOS Provider Code: 02992E
ABN: 39 122 778 563
BSBLDR502 - Lead and manage effective workplace relationships Page 16 of 22
ASSESSMENT 3 - PROJECT - STUDENT INFORMATION
Student Name: ______________________________________________________________ Student ID No: ______________________________________________________________
Student Instructions:
1. Your answers should be on a separate document using word processing software such as MSWord & or other software (hand written submissions are only acceptable with prior approval from your Trainer)
2. Your document should be professionally formatted and include
a. Your Name
b. Your Student ID
c. Unit Code
d. Assessment Number (i.e. BSBLDR502 Assessment 3)
3. Your answers referenced to each question number (you do not need to retype the questions if you properly reference your answers)
4. You must answer each question and provide enough information to demonstrate sufficient understanding of what has been asked to achieve competency. Please ask your Trainer/Assessor if you are unsure what is sufficient detail for an answer
5. Ask your trainer/assessor if you do not understand a question. Whist your trainer/assessor cannot tell you the answer, he/she may be able to re-word the question for you or provide further assistance based on the Institute’s “Reasonable Adjustment Policy”
6. Answers should be your own work, in your own words and not plagiarised, nor copied. However, if an answer is cut & pasted, (such as a definition), then the source should be referenced
7. Please provide a minimum of 1 paragraph for each question and use the template provided
RTO No: 21870 CRICOS Provider Code: 02992E
ABN: 39 122 778 563
BSBLDR502 - Lead and manage effective workplace relationships Page 17 of 22
ASSESSMENT 3 - PROJECT - STUDENT INFORMATION
Each student will be required to undertake THREE (3) Assessment tasks in order to successfully complete this project. This Project will require you to demonstrate evidence of your ability to:
• plan for and manage the use of networks to support identifiable outcomes for the team and the organisation
• explain how systems, policies and procedures can support the development of effective work relationships, focusing on interpersonal styles, cultural and social sensitivity and networking
• explain the relevance of legislation for managing effective workplace relationships
• interact with others through adapting your personal communication style to build trust and positive working relationships, and to support others’ adjustments in practice and culture
• get the work done through: o taking personal responsibility for planning networking activities for yourself
and others, considering capabilities, efficiencies and effectiveness o developing plans for networking activities with strategic importance
ASSESSMENT TASK ONE
As a manager new to the Melbourne 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 and mentors.
a. Explain how networking with internal and external people could help you build
positive relationships to achieve organisational and professional goals.
b. Describe a situation in which you joined a network to achieve an organisational or
professional development goal. Respond using the following guide:
• Describe the network.
• Outline how you build stronger relationships within the network
• Outline the result of the networking for you and your organisation
RTO No: 21870 CRICOS Provider Code: 02992E
ABN: 39 122 778 563
BSBLDR502 - Lead and manage effective workplace relationships Page 18 of 22
ASSESSMENT TASK TWO
Your sales team is relatively new and inexperienced. You feel that they would benefit from undertaking networking opportunities. Mike and Simone need to build relationships with customers, suppliers and fellow salespeople to achieve personal development and organisational goals.
Mike: Has issues with internal and external suppliers who consistently miss delivery
dates and won’t cooperate in keeping costs down for customers. Consequently, he has
issues with his own customers; he feels suppliers don’t understand his needs as a
client. Mike finds conflict really hard and avoids getting angry, hoping the problem will
resolve itself. Mike feels he would benefit from hearing how others negotiate terms with
suppliers.
Simone: Has issues with customers who obviously don’t understand a good deal when
they see it. She’s also tired of chasing clients for settling accounts on credit. Simone
would like to know how others deal with clients to pay on time.
How would you lead Mike and Simone to realise their professional goals and related
organisational goals over the next three months?
ASSESSMENT TASK THREE
Using the template provided in Appendix 1:
a. Prepare a plan to develop and maintain 2 internal and 2 external network
relationships, including a schedule for the next three months.
b. Include at least two activities for each salesperson.
c. Provide a rationale for each activity.
RTO No: 21870 CRICOS Provider Code: 02992E
ABN: 39 122 778 563
BSBLDR502 - Lead and manage effective workplace relationships Page 19 of 22
ASSESSMENT 3 - PROJECT - ASSESSOR CHECKLIST This checklist is to be used when assessing the students in the associated task. This checklist is to be completed for each student. Please refer to separate mapping document for specific details relating to alignment of this task to the
unit requirements.
Each task on this checklist must be found Satisfactory, to mark the assessment outcome as “Satisfactory”.
Please complete below
Student Name:
Student ID No:
In undertaking this assessment project, did the student:
Attempt 1:
___________ (Date)
Satisfactory
Attempt 2:
__________ (Date)
Satisfactory
Attempt 3:
__________ (Date)
Satisfactory
• Explain how networking internally and externally could help build positive relationships (through use of interpersonal styles, cultural and social sensitivity) and to achieve organisational and professional goals.
Yes No
Yes No
Yes No
• Describe a situation in which they joined a
network to achieve an organisational or
professional development goal.
• Their response included:
• A description of the network.
• An outline as to how to build stronger
relationships within the network
• An outline of the result of the networking
for you and your organisation
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
• Prepare a plan to develop and maintain 2
internal and 2 external network relationships,
including a schedule for the next three months.
• The plan included at least two activities for each
salesperson.
• The plan included a rationale for each activity.
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
RTO No: 21870 CRICOS Provider Code: 02992E
ABN: 39 122 778 563
BSBLDR502 - Lead and manage effective workplace relationships Page 20 of 22
Assessor Use Only
Attempt 1: Assessor Comments
Satisfactory (S) Not Satisfactory (NS) Assessor Signature: _______________________________ Date: __________________
Attempt 2: Assessor Comments
Satisfactory (S) Not Satisfactory (NS) Assessor Signature: _______________________________ Date: __________________
Attempt 3: Assessor Comments
Satisfactory (S) Not Satisfactory (NS) Assessor Signature: _______________________________ Date: __________________
RTO No: 21870 CRICOS Provider Code: 02992E
ABN: 39 122 778 563
BSBLDR502 - Lead and manage effective workplace relationships Page 21 of 22
Appendix 1: Networking plan
Networking activity Person Schedule Description/rationale for networking activity
Page 22 of 22
