BSBLDR502 Work Book

Assessment 2 Project - Group Activity

Unit: BSBLDR502 Lead and manage effective workplace relationships

Qualification: BSB51915 Diploma of Leadership and Management

Training Package: BSB Business Services

Due date: Week 7 Assessment Type: Project – Group Activity

Student name: Student No:

Assessment Guidelines

Please read the following assessment guidelines carefully.

1. The purpose of this activity is to assess your knowledge and skills in leading and managing effective workplace relationships.

2. If you have any considerations that may affect your performance in the assessment please inform your assessor immediately. Your assessor will provide you with a suitable alternative to complete this assessment.

3. To gain competency for this assessment, neatly write the correct answers on the sheets provided or demonstrate competency in activity tasks by the due date.

4. Submission of assessment after the due date will result in a penalty fee.

5. Place your name and date at the top of the page and on the Feedback Evaluation Sheet (back page).

6. Your assessor will return it to you with comments and your results. This information will be supplied at the end of this document on the results page.

7. If you feel the decision made by your assessor was incorrect please refer to your Student Handbook for information on assessment appeals for the required steps to appeal this decision.

8. A “NYS” (not yet satisfactory) result of this task may be returned to you for a re-assessment. Re- assessments must be submitted by an agreed date with your assessor or as soon as possible within the duration of the unit.

9. The re-assessment work must address the specific performance tasks beyond doubt for the assessor to issue a satisfactory (pass) result. A repeat NYS outcome could lead to an administration fee.

10. All work must be done individually. Copied work will not be accepted and could lead to an “academic non- performance” rating. It is highly recommended that you keep a copy of this assessment.

11. Complete the Feedback Evaluation Sheet by signing and ticking the appropriate box as to whether you wish to appeal or finalise this assessment.

I have read and agree to the assessment guideline conditions above.

____________________________ Date: ______________ STUDENT SIGNATURE

Task One – Written Report

RTO 90982 CRICOS 02599C

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This is a group activity (a group of maximum three people). In this activity you will demonstrate the skills and knowledge required by this unit by completing a scenario – based project.

You are working as a Customer Service Manager at a big telecommunication company Veptus and you are responsible for a team of 25 call centre representatives. One of your team members – Alisha, has made a complaint to the human resources department claiming she has been experiencing racial discrimination from her co-workers. She claims that her colleagues tease her about her accent and due to this she has been subjected to very offensive comments. She also says she has been isolated and even ostracised as no-one ever talks to her and when she wants to talk to anybody – they always say to her “oh, I don’t know what are you trying to say, it is so hard to understand you” or “you should learn how to speak English first before you start talking to us”. Alisha claims that these comments have caused her much distress and she even doubts her capabilities in relation to her being a call centre customers’ service representative.

Alisha has been employed in your company for over 2 years. She is from India and does have a bit of an accent, but this has never been an issue and customers that she has been serving, have always been very happy with her saying Alisha is a very patient, calm and polite person and she always explains things properly. She always participates in mandatory workplace training and she always receives good reviews from trainers.

Alisha reports directly to you, so you, together with the Human Resource Manager, need to follow- up and respond to the issue. In your response you need to identify the issue, recommend ways to resolve any conflict and promote the organisation’s cultural diversity within your team.

Respond to each of the following questions by preparing a report and presenting it to your team.

1. What are the key issues relating to the situation and describe how they impact on Alisha’s

work responsibilities?

2. What are the steps you will take to manage Alisha’s complaint properly and describe how

these comply with the company’s policies and procedures?

3. Describe how you would ensure that consultation processes would provide opportunities

for the affected team members to contribute to the issue in an appropriate manner?

4. Describe how you would provide feedback to the affected team member and other staff on

the outcome of the consultation?

5. Develop an issue management process to ensure that the issues that have been raised would

be resolved promptly and referred to relevant personnel. In the issue management process

you need to include:

• Symptoms – early warning signs of the issue • Facts – identify who is involved and establish the causes

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• Analysis – evaluate the extent of the issue, determine the potential implications, consider the interest of all those affected and ensure adherence to the organisation’s equal opportunity policy, conflict resolution procedure and legislative requirements

• Options for resolution • Action plan – implementing the solutions and follow-up to ensure implementation • Monitor outcomes – describe the process of how you will monitor the outcomes of

the action plan, including ongoing support and counselling to assist team members in resolving their difficulties in the workplace

6. Describe how you display professional leadership behaviour through your own conduct,

including:

• Ways to gain and maintain trust and confidence of co-workers and external contacts • Methods to adjust your own interpersonal communication style to meet your

company’s cultural diversity • Techniques to guide and support team members in their own personal adjustment

process NOTE: Students need to have their report TYPED up and submit a hard copy of the report to their Trainer and Assessor. All reports must contain: • Introduction • Finding • Address each of the above 6 criteria • Conclusion

NOTE: Before you answer all the questions, please refer to your company’s Equal Employment Opportunity Policy and Conflict Resolution Procedures (See Appendix 1 and 2 respectively). Please attach a copy of your report to this assessment tool upon submission. Do not forget to present the outcomes of the report to your team (the Trainer and your class mates).

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Appendix 1

Equal Employment Opportunity Policy

Purpose and Scope

Veptus is committed to ensuring that all employees enjoy Equal Employment Opportunities. This means that employees are treated fairly and equally. It is a fundamental right and must be applied to every aspect of work life.

The purpose of this policy is to encourage a workplace culture based on the Veptus’ values and to prevent unacceptable conduct. This policy also sets out the process and options available to staff who encounter such behaviour.

Principles

EEO principles apply to: • Access to jobs • Conditions of employment • Relationships in the workplace • The evaluation of performance • The opportunity for training and career development

By promoting equal opportunity in the workplace, the quality of customer services and workplace productivity will be enhanced.

Veptus is committed to: • Treating all people with dignity and respect • Providing our staff, customers and visitors with an environment free from any form of

unacceptable conduct and thus enjoy a harassment-free workplace • Taking appropriate action against any staff member who breaches this policy

Objectives: • To ensure that no discrimination takes place and that all employees enjoy equal access to

opportunities within the organisation • To ensure that decisions relating to employment, promotions and training are equitable and

based upon merit • To ensure that all employees are able to work in a non-threatening, harassment-free

environment • To promote EEO and ensure that every employee is aware and understands, their rights and

responsibilities in relation to EEO in order to promote the social and cultural diversity of the organisation

• To enable Veptus to uphold its obligations to ensure the absence of all forms of discrimination by promoting workplace rules, policies, practices and behaviour that are fair

Benefits from EEO

A well planned and successfully implemented EEO program can improve the effectiveness and efficiency of the management and development of human resources, which can produce the following results:

• Increased productivity and efficiency

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• Greater efficiency in matching skills and abilities of individuals to jobs • Cost-effective reduction in turnover of staff • All staff feeling encouraged to achieve their full potential • Increased employee interest and motivation, increased productivity, job satisfaction and

morale, improved corporate performance • Improved quality of work • More cooperative work relationships and reduced workplace conflict • Fair process to deal with work-related complaints and grievances • Positive public image of the organisation

State and Federal legislation is designed to protect individuals from discrimination because of their sex, race, marital status, pregnancy, disability, homosexuality, transgender, sexual harassment, age, or carer responsibilities. Employees of Veptus are expected to abide by the organisation’s equal employment/anti-discrimination guidelines and the State and Federal laws. Where the standards are breached, counselling and disciplinary action will occur, and acts of serious misconduct may result in termination of employment.

Manager’s responsibilities

It is the responsibility of managers to promote the principles of EEO in their workplace and this can be achieved by:

• Providing employees with a positive role model • Ensuring employees are aware and comply with policies • Reviewing all workplace practices and employment conditions to comply with anti-

discrimination legislation • Acknowledging that diversity makes good business sense • Dealing with complaints quickly, confidentially and efficiently • Seeking the assistance of Human Resources Staff

Employee responsibilities

Employees are responsible for: • Their own behaviour and actions at all times • Adhering to the company’s policy regarding EEO • Seeking the appropriate advice regarding the acceptability of an action prior to undertaking it • Treating fellow employees and customers fairly and equitably • Being aware of their individual responsibilities under anti-discrimination legislation • Advising their manager if they believe they have been discriminated against and if they believe

there has been discrimination against a colleague

The fair practices and behaviours that help to achieve equality in employment include: • Open, competitive and merit-based recruitment, selection and promotion practices • Access for all employees • Flexible working arrangements • Prompt, effective and fair grievance management • Communication process that allow employees access to information and their views to be

heard • Recognising/focussing on the knowledge, skills and ability of employees • Making workplace adjustments for people with disability • Dealing with and eliminating discrimination and/or harassment

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Lodging complaint and dealing with breaches

Any employee who feels that a decision has not been based on merit or they are being discriminated against has the right to make a complaint with their direct manager or Human Resources Manager. While it is preferred that matters are resolved satisfactorily internally, employees have the right to lodge a compliant with the relevant external body.

Veptus does not tolerate any form of unlawful discrimination, harassment, bullying or victimisation. Anyone who engages in unacceptable conduct in breach of this policy will face disciplinary action which may include a verbal or written warning and in serious cases, or cases of repeated behaviour, termination of employment.

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Appendix 2

Conflict resolution procedures

Open communication and feedback are regarded as essential elements of a satisfying and productive work environment. Veptus encourages its employees to resolve any issues or concerns that they may have at the earliest opportunity with each other or, failing that, their immediate supervisor. The preferred process involves employees resolving issues to their satisfaction internally, without feeling they have to refer to external organisations or to authorities for assistance.

Purpose

The purpose of this document is to provide an avenue through which employees, and their managers, can resolve work-related complaints as they arise.

Policy

Veptus will establish mechanisms to promote fast and efficient resolution of workplace issues. Employees should feel comfortable discussing issues with their manager or supervisor in accordance with the procedures outlined below. All formal avenues for handling grievances will be fully documented and the employee’s wishes will be taken into account in determining the appropriate steps and actions. No employee will be intimidated or unfairly treated in any respect if they utilise this Policy to resolve an issue.

Conflict resolution requirements

The process of conflict resolution must be: • Followed as soon as is practicable, so that the issues can be resolved before they become

major problems • Fair and equitable to all parties, regardless of rank or seniority within the organisation • Carried out in a confidential manner so they cause as little disruption to non-involved parties

as possible • A transparent process, which is openly available to every Veptus employee • A genuine attempt to resolve issues within the organisation with a view to maintaining

healthy working relationships for all employees.

Responsibilities

It is the responsibility of Managers to ensure that: • They identify, prevent and address potential problems before they become formal grievances • They are aware of, and are committed to the principles of communicating and information

sharing with their employees • All decisions relating to employment practices are made with consideration given to the

ramifications for the individual, as well as the organisation in general • Any grievance is handled in the most appropriate manner at the earliest opportunity • All employees are treated fairly and without fear of intimidation.

It is the responsibility of Employees to ensure that: • They attempt to resolve any issues through their immediate supervisor and through internal

processes at the earliest opportunity.

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It is the responsibility of the Human Resources Department to ensure that: • All managers, supervisors and employees are aware of their obligations and responsibilities in

relation to communication and information sharing with their employees; • Ongoing support and guidance is provided to all employees in relation to employment and

communication issues; • All managers, supervisors and employees are aware of their obligations and responsibilities in

relation to handling grievances; • Any grievance that comes to the attention of managers or supervisors is handled in the most

appropriate manner at the earliest opportunity.

Process

The following is the process of conflict resolution that must be followed by all Veptus employees:

1. An employee who considers that they have a dispute or grievance should raise the matter with their immediate supervisor as a first step towards resolution. The two parties should discuss the matter openly and work together to achieve a desired outcome.

2. The Manager or Supervisor should check for clarification of the issue to ensure they fully understand the complainant’s concern. Managers should follow the standard procedure of offering the employee the opportunity to have an independent witness at the discussion, ensuring they follow the steps outlined below: • If more than one person is present, establish the role of each person. • Outline the process that is to be followed. • Inform the parties that any information obtained in the conduct of the review is confidential. • Listen to the complainant and diagnose the problem. • Take accurate and detailed notes of all conversations (including dates, people involved) and

attach any supporting documentation. 3. The Manager must ensure that the manner in which the meeting is conducted will be conducive

to maintaining positive working relationships, and will provide a fair, objective and independent analysis of the situation.

4. All parties are to maintain complete confidentiality at all times. 5. If the matter is not resolved and the employee wishes to pursue it, the issue should be discussed

with a more senior manager. 6. If the resolution is not forthcoming, then the matter should be referred to top-level

management. Again, the matter is to be discussed openly and objectively with management to ensure it is fully understood.

7. If the resolution is not forthcoming, then the matter will be taken to an external independent body for resolution. The independent body may be an organisation such as the Fair Work Commission, who will provide a mediator or conciliator to assist with resolving the issue.

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Observation and Demonstration Checklist

FAMILY NAME: GIVEN NAME(S):

UNIT CODE: BSBLDR502 Date:

Item Description of what the assessor expects to see the student doing in the course of the project

S NYS

1. Demonstrating professional conduct to maintain the trust and confidence of others

2. Adjusting interpersonal communications styles to meet organisational and individual needs, and support other in their own adjustment process

3. Managing conflict constructively

4. Guiding, counselling and supporting team members

5. Building positive relationships at work

6. Communicating information to support others to achieve work responsibilities

7. Facilitating employees' contributions to consultation on work issues

Trainer’s feedback on evidence of knowledge and skills demonstrated through this project. Include recommendation on how to address gaps in competency.

Trainer’s signature ____________________________ Date: _____________________

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GROUP ASSESSMENT COVER SHEET This document is to verify that the Students listed below completed the work in a group as outlined in the Group Activity Assessment. It is a requirement that each Student signs the Cover Sheet, as this forms evidence of completion of their Group Activity.

Unit Name: BSBLDR502 Lead and manage effective workplace relationships

Assessment: 1

Trainer’s Name:

Group:

Student Name Student ID Signature

1

2

3

4

5

Trainer’s Signature: _______________________________ Date:______________

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Project – Group Activity Assessment 2 – Feedback Evaluation Sheet

STUDENT NAME: STUDENT

NO:

ASSESSOR’S NAME: DATE:

UNIT NAME: BSBLDR502 Lead and manage effective workplace relationships

Did the learner in this assessment demonstrated that they can: YES NO

Develop and/or implement consultation processes to ensure that employees have the opportunity to contribute to issues related to their work role   Facilitate feedback to employees on outcomes of the consultation processes   Develop and/or implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel   Establish and/or implement policies to ensure that the organisation’s cultural diversity and ethical values are adhered to   Gain and maintain the trust and confidence of colleagues and external contacts through professional conduct   Adjust own interpersonal communication styles to meet the organisation’s cultural diversity and ethical environment and guide and support the work team in their personal adjustment process   Conduct ongoing planning to ensure that effective internal and external workplace relationships are developed and maintained   Develop and/or implement strategies to ensure that difficulties in workplace relationships are identified and resolved   Establish processes and systems to ensure that conflict is identified and managed constructively in accordance with the organisation’s policies and procedures   Provide guidance, counselling and support to assist co-workers in resolving their work difficulties   Develop and implement an action plan to address any identified difficulties  

FEEDBACK TO STUDENT:

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Assessment Outcome Satisfactory  Not yet Satisfactory

 Re-assessment required

Student Signature

The result of my performance in this unit has been discussed and explained to me. ____________________________ Date: ______________ STUDENT SIGNATURE

Assessor Signature

ASSESSOR’S DECLARATION: I hereby certify that the above student has been assessed by myself and all assessments are carried out as per the Academy’s Assessment Policy & Procedure. ____________________________ Date: ______________ ASSESSOR SIGNATURE

APPEAL PROCESS: � I would like to appeal the outcome of this assessment as per the appeals procedure in the

Student Handbook

Student’s signature: _______________________ Date: __________________

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Assessment Receipt

FAMILY NAME: GIVEN NAME(S): UNIT CODE: BSBLDR502 TERM: 4, 2016 ASSESSMENT NUMBER: 2

Assessor’s Name:

Assessor’s Signature:

Submission Date:

Resubmission Date:

Assessor’s Signature on Resubmission:

Important Notes: This is your evidence that you have handed in your assessment to your trainer. It is your responsibility to keep this document by the end of the term. This Assessment Receipt is not to be considered that the assessment has a positive outcome. Student Declaration Your trainer and assessor is required to discuss the following matters with you.

□ Purpose and outcomes of the assessment process □ Relevant unit/s of competency □ Recognition of Prior Learning □ Appeals process □ Confidentiality and security of information □ Special need/ Additional information □ Signing of Student Declaration

In signing this form the Student acknowledges that the assessment process has been fully explained by this unit’s Trainer and Assessor of the Australian Academy of Commerce (‘Academy’). This declaration verifies that copies of the Assessment Plan and Unit of Competency have been provided and that the candidate understands and agrees to the assessment process as described. The candidate also confirms that she/he agrees that the Academy has removed the weighting and marking as part of its assessment evaluation. This competency based training (CBT) assessment is part of the Academy’s continuous improvement policy and compliance upgrade.

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