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Southern Cross School of Business CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924 Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150 Level 3, 531 George Street, Sydney, NSW 2000 Ph: 61 (2) 8937 0506 & 9633 3287 Assessment Schedule Task Due Date Learning Activity Only and Task 1 Week 1 Task 2 and 3 Week 2 Task 4 and 5 Week 3 Assessment Information The assessment tasks for BSBWOR502 Lead and manage team effectiveness are included in this booklet and outlined in the assessment plan below. To be assessed as competent for this unit, you must complete all of the assessment tasks satisfactorily. Assessment Plan Assessment Task Overview 1: Written Questions You must answer all questions correctly. 2: Team performance planning project You must prepare for a team performance planning meeting, as well as meet with their team. 3: Professional development policy and procedure project You must develop a professional development policy and procedure for the case study organisation. 4: Reward and recognition project You must research suitable reward and recognition schemes for the case study organisation. 5: Managing underperformance project You must manage a staff member who is underperforming. Assessment Preparation Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for clarification if you have any questions at all. Assessment appeals If you do not agree with an assessment decision, you can make an assessment appeal as per SCSB assessment appeals process. You have the right to appeal the outcome of assessment decisions if they feel they have been dealt with unfairly or have other appropriate grounds for an appeal. Issue date: 21/06/19 Page 3 of 31

Southern Cross School of Business CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924 Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150 Level 3, 531 George Street, Sydney, NSW 2000 Ph: 61 (2) 8937 0506 & 9633 3287 Assessment Task 1: Written Questions Task summary This is an open book test. You need to answer all of the written questions correctly. Required Access to textbooks/other learning materials Computer and Microsoft Office Access to the internet Submit Answers to all questions. Assessment criteria All questions must be answered correctly in order for you to be assessed as having completed the task satisfactorily. Re-submission opportunities You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment. Issue date: 21/06/19 Page 6 of 31

Southern Cross School of Business CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924 Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150 Level 3, 531 George Street, Sydney, NSW 2000 Ph: 61 (2) 8937 0506 & 9633 3287 4. Discuss three strategies for preventing social loafing in groups. Keep it small. The smaller number of people on any team, the harder it is to hide. Smaller numbers also make it more likely people will believe that what they do will matter. Establish accountability. When you ensure that every group member has clear responsibilities and tasks to accomplish as part of the overall effort, they are more likely to feel valued and motivated to do their part for the team. Accountability is key. Set clear, challenging goals. Objectives for the group should challenge their ability to accomplish them. Clear objectives that are specific, quantifiable, and easy to measure will help ensure accountability, encourage progress, and improve commitment to the group. 5. Discuss in a paragraph the phenomenon of Groupthink. Groupthink is a phenomenon that occurs when the desire for group consensus overrides people's common sense desire to present alternatives, critique a position, or express an unpopular opinion. Here, the desire for group cohesion effectively drives out good decision-making and problem solving. 6. Outline three advantages and three disadvantages of group decision-making. Advantages  More information  Greater acceptability  Expert opinions Disadvantages  Time consuming  Individual domination  Compromise decisions 7. Discuss three team-building techniques, using examples to illustrate your answer. a) Team name – when we generate a really good team name, members will feel more like family so they will work together as a community. b) Team mission - Create a team mission statement to make everyone in a team to know why he or she is in a team, what they want to achieve as a group. c) Lay the groundwork – Strong team need a strong leader, who will listen everyone but also who will sets a tone. 8. Explain the concept of a team consensus. The concept of a team consensus is a process that involve everyone in a group and by discussion they are reaching an agreement that is the best for the whole group. 9. Discuss two methods that can be used to assist teams to reach consensus. Brainstorm – This method involves everyone to share their opinions and ideas with the rest of a team. Members should not to criticize any idea or opinion during brainstorm. At the end of this activity group should find the best solution to solve the problem. - voting strategy – When the group create the list of ideas every member can vote for the best one. All members has a certain number of votes. At the end idea with the highest number of votes will win. 10. Explain four simple steps for resolving a workplace dispute. First step to solve a workplace dispute is about deciding if this problem needs formal investigation or can be solved while less formal discussions. Second step is about checking in our company policy and procedures what that say about such situations and implement it. Third step is about identifying the Issue date: 21/06/19 Page 9 of 31

Southern Cross School of Business CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924 Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150 Level 3, 531 George Street, Sydney, NSW 2000 Ph: 61 (2) 8937 0506 & 9633 3287 Re-submission opportunities You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment. Issue date: 21/06/19 Page 12 of 31

Southern Cross School of Business CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924 Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150 Level 3, 531 George Street, Sydney, NSW 2000 Ph: 61 (2) 8937 0506 & 9633 3287  Respecting and acknowledging the views of others  Non-verbal communication skills that encourage discussion and feedback, for example, nodding, smiling, eye contact. STRATEGIES:  Conduct market research to better understand population demographics of people playing soccer in South East Coast  Development of marketing campaigns to promote participation in soccer  Regular communication with members  Develop relationship with local media  Develop volunteer recognition scheme  Establish volunteer database  Develop incentive scheme to encourage volunteers to take up volunteer roles ACTIONS  Conduct a member survey  Blogs  Twitter  Articles for local media  Radio advertisements  Speaking engagements at schools in the region  Write regular content each month  Regularly call media about including articles about soccer events and news  Research suitable schemes and seek approval for implementation  Develop questionnaire to be completed by all volunteers  Mail all volunteers to seek consent for addition to database  Add new volunteers to database with consent  Research suitable schemes and seek approval for implementation CONCERNS Not meet the number of girls aged between 5 and 18 by 2% in 2018 Not meet the target audience through marketing activities chosen Have insufficient funding 3. Send an email to the General Manager (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business- like) style. It should summarise the meeting and explain the workplace concerns in a few paragraphs. The assessor will respond to the concern in a return email. EMAIL FROM: Murillo Cappel TO: General Manager SUBJECT: Workplace concerns Dear General Manager, Good morning! Issue date: 21/06/19 Page 15 of 31

Southern Cross School of Business CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924 Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150 Level 3, 531 George Street, Sydney, NSW 2000 Ph: 61 (2) 8937 0506 & 9633 3287 Student Appendix Operational Plan Team Performance Plan Template Issue date: 21/06/19 Page 18 of 31

Southern Cross School of Business CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924 Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150 Level 3, 531 George Street, Sydney, NSW 2000 Ph: 61 (2) 8937 0506 & 9633 3287 SCOPE / APPLICATION This Policy is applied to staff members of FSEC. TYPE OF PROFESSIONAL DEVELOPMENT Coaching and Mentoring sessions Training sessions Online courses PROCESS FOR IDENTIFYING PROFESSIONAL DEVELOPMENT NEEDS Setting clear expectations To identify training needs, we first need to set clear expectations for each role within your business. In order to monitor performance effectively we need something to measure against. Review job descriptions when new positions are created, or when making any substantial changes to existing roles, as well as periodically to account for smaller changes. Monitoring performance Measuring and monitoring performance should be embraced as a means to support employees - not reprimand them. Set clear goals and respond to performance blips on an individual basis. Understanding why performance is off kilter puts you in a better position to respond positively and offer appropriate training. If performance is below expectations, can training help to improve that particular individual's performance? Consider if your employees skills are matched to the right job. Asking employees It may seem obvious but gathering feedback from your employees is as good a place to start, as any when trying to identify training needs. We’re not talking about the traditional employee surveys conducted by HR departments here - they tended to focus on specific productivity needs within the business, rather than what staff actually needed. Instead, use focused employee evaluation to encourage honest and open feedback. This will create helpful dialogue about career development and enable you to identify specific training requirements. Ask employees to rate their job satisfaction and performance and what would make it better. Also ask them to comment on your current training programme. Importantly, find out from your employees if your current training programme supports career goals. Getting feedback from individual employees will help you to understand individual training requirements. Also ask managers for feedback on employees and compare with employee self-evaluation to identify differences. It is equally useful to ask for employee feedback on managers. Create your own surveys or use a service, such as SurveyMonkey. Carrying out an organisational, work and task analysis An analysis of your business' strategies and goals, as well as an analysis of tasks being performed to achieve those goals should help to identify training needs that are specific to each team and each job. This is a good way to identify universal training needs. You will be able to identify areas where staff are spread too thinly, or where certain tasks are being duplicated. Training will fall into three categories – that needed to improve staff knowledge about your industry (industry-related), job-related needs and personal development. Issue date: 21/06/19 Page 21 of 31

Southern Cross School of Business CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924 Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150 Level 3, 531 George Street, Sydney, NSW 2000 Ph: 61 (2) 8937 0506 & 9633 3287 Setting up personal development plans If you're serious about employee retention, then you should encourage personal development. Giving employees the opportunity to work on personal development can have a profound effect on their motivation and how much they feel invested in your business. Setting up personal development plans that you review on a regular basis improves communication and will also help you to identify any relevant work-related training needs. Setting up a focus group Focus groups are a useful starting point in identifying training needs within your business. A focus group looks at a cross-section of employees within the business under the guidance of an expert facilitator. This is a useful way of gathering employees’ views and opinions about current training and how to improve what is on offer. Focus groups also help to demonstrate that you are interested in the opinions of your employees, which is great for company culture. Setting up a system of mentoring and coaching Closely aligning staff with a mentor will help to develop skills, and in the process identify any additional training and development needs. Mentoring programs are a great way of helping employees succeed in their careers. CRITERIA FOR DETERMINING WHETHER THE PROFESSIONAL DEVELOPMENT OPPORTUNITY IS APPROPRIATE  Cost  Duration  Quality of training  Scope of the training  Location BUDGET ALLOCATED TO EACH STAFF MEMBER $1000 per person PROCESS FOR DOCUMENTING AND EVALUATING OUTCOMES FROM PROFESSIONAL DEVELOPMENT Skills assessment; Test application; Look at the results if they meet expectations; If the results are not satisfactory, retrain. Record the results and file for future references. 2. Send an email to the team (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business- like) style. It should introduce and summarise the contents of the attachment, and the benefits to the team of participating in professional development. Attach your professional development policy and procedures to the email. Issue date: 21/06/19 Page 22 of 31

Southern Cross School of Business CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924 Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150 Level 3, 531 George Street, Sydney, NSW 2000 Ph: 61 (2) 8937 0506 & 9633 3287 EMAIL FROM: Murillo Cappel TO: Team SUBJECT: Policy and procedures Good morning team! I will summarise the contents of the attachment, that is:  Purpose of the policy  Scope of the policy – who it applies to  Types of professional development that may be undertaken  Process for identifying professional development needs  Criteria for determining whether the professional development opportunity is appropriate  Budget allocated to each staff member  Process for documenting and evaluating outcomes from professional development It’s important that everyone be engaged and have knowledge about this policy and procedure, so we can improve your skills and to support your professional and career development. Thank you for your attention! Best regards, Murillo Cappel Assessment Task 4: Reward and recognition project Task summary This assessment task requires you to research and report on reward and recognition schemes that can be implemented for Football South East Coast staff. This assessment is to be completed in the simulated work environment in the SCSB Issue date: 21/06/19 Page 23 of 31

Southern Cross School of Business CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924 Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150 Level 3, 531 George Street, Sydney, NSW 2000 Ph: 61 (2) 8937 0506 & 9633 3287 Required  Access to textbooks/other learning materials  Computer and Microsoft Office  Access to the internet Submit  Prepare an email to GM (Assessor) requesting approval of a reward and recognition scheme  Prepare an email to the team (Assessor) giving details of the reward and recognition scheme Assessment criteria For students’ performance to be deemed satisfactory in this assessment task, they must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, they will be asked to complete further assessment to demonstrate competence. Re-submission opportunities Students will be provided feedback on their performance by their Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed your assessor will explain why and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt with unfairly or have other appropriate grounds for an appeal. Students are encouraged to consult with their assessor prior to attempting this task if they do not understand any part of this task or if they have any learning issues or needs that may hinder them when attempting any part of the assessment. Issue date: 21/06/19 Page 24 of 31

Southern Cross School of Business CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924 Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150 Level 3, 531 George Street, Sydney, NSW 2000 Ph: 61 (2) 8937 0506 & 9633 3287 Assessment Task 4 Instructions Carefully read the following: After 12 months, data shows that your team has exceeded the percentage increase in the number of new football players, and you have decided to recognise your team for their efforts. Complete the following activities: 1. Select reward and recognition schemes Using the Internet, research both informal and formal staff reward and recognition schemes and make notes on what you find. The following links will provide some examples. http://smallbusiness.chron.com/examples-employee-recognition-programs-10883.html http://www.rrgexec.com/rewarding-your-employees-15-examples-of-successful-incentives-in-the- corporate-world Choose and develop at least five examples that would be appropriate for your team in the case study. Reward/ Recognition Scheme for FSEC: Rewards  Salary  Bonus for doing the events and meet its requirements successfully. Bonus for achieving targets.  Benefits –Gym Membership, Medical insurance, Dentist Insurance  Allowance – Travel, petrol allowance, clothing allowance for their uniforms, food allowance, accommodation. Recognition  Certificates for achievements  Paid Vacation  Employee Appreciation Week - We should host an annual six-day appreciation week; last year it included theme park visits, film showings, skating, and daily giveaways.  Thank you emails Five examples that would be appropriate for my team in the case study is: a) Bonus for doing the events and meet its requirements successfully. Bonus for achieving targets. b) Benefits c) Allowance d) Certificates for achievements e) Employee appreciation week 2 Send an email to the General Manager (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business- like) style. It should introduce and summarise the reward and recognition schemes that you have identified and seek their feedback and approval to move forward with the project. Indicate which of the schemes you think would be most appropriate for the FSEC team as per the scenario and why. You will be assessed on whether your email addresses the required content as described, as well as the clarity of your email. The Issue date: 21/06/19 Page 25 of 31

Southern Cross School of Business CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924 Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150 Level 3, 531 George Street, Sydney, NSW 2000 Ph: 61 (2) 8937 0506 & 9633 3287 General Manager will reply to your email with authority to implement one of the schemes that you have selected. EMAIL FROM: Murillo Cappel TO: General Manager SUBJECT: Reward and recognition to be implemented Dear general manager, The reward and recognition schemes gathered were: Rewards  Besides awarding ‘Employee of the Month’, management could also reward t the team that have accomplished or worked well together. Rewards could be as simple as lunch with the management, shopping voucher or even movie tickets for them to enjoyed together after work and bond on a personal level out of the workplace.  Benefits –Gym Membership, Medical insurance, Dentist Insurance  Allowance – Travel, petrol allowance, clothing allowance for their uniforms, food allowance, accommodation.  Management could start an appreciation program for the employee that shows positive qualities at the workplace. Points could be awarded to the employee for simple task like assisting their colleagues to their punctuality or any other qualities. These points collected at the end of the week or month could be redeemed for small prizes like shopping vouchers or certain benefits like leaving a half hour early one day. Practicing such an employee recognition program can strengthen employee engagement. Recognition  Management should celebrate employees’ birthdays and their employment anniversaries. It does not have to be a surprise party with their family involved and lavishing them with expensive gifts. It could just be as simple as birthday cake with a shopping voucher or a birthday card with funny notes written on it by the rest of the employees.  Call an employee to your office to thank them personally. I would like to ask for your feedback to know which of them will be implemented. I will be waiting for it! Thank you for your attention! Best regards, Murillo Cappel 3. Send an email to the team (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business- like) style. It should thank them for their efforts in achieving the strategic goals and give the details of the reward and recognition scheme that you are introducing. EMAIL FROM: Murillo Cappel TO: Team SUBJECT: Reward and recognition Good morning team! Issue date: 21/06/19 Page 26 of 31

Southern Cross School of Business CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924 Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150 Level 3, 531 George Street, Sydney, NSW 2000 Ph: 61 (2) 8937 0506 & 9633 3287 Data shows that the team have exceeded the percentage, increasing in the number of new football players. We would like to thank all of you and communicate that from now on we will implement a reward and recognition scheme. They will be as bellow:  Employee of the month – The team that have accomplished or worked well together, will be contemplated with a shopping voucher, a simple lunch with the management or even movie tickets.  Benefits – gym membership, medical insurance, dentist insurance  Allowance – Travel, petrol allowance, clothing allowance for their uniforms, food allowance, accommodation. I appreciate your good work! Best regards, Murillo Cappel  Issue date: 21/06/19 Page 27 of 31

Southern Cross School of Business CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924 Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150 Level 3, 531 George Street, Sydney, NSW 2000 Ph: 61 (2) 8937 0506 & 9633 3287 Assessment Task 5: Managing underperformance project Task summary You are required to roleplay the Marketing and Communications Officer at FSEC and conduct a meeting with the Marketing Officer to discuss their under-performance and to identify solutions to address the issue. This assessment is to be completed in the simulated work environment in SCSB Required  Access to textbooks/other learning materials  Computer and Microsoft Office  Access to the internet Deliver  Conduct the meeting with the Communications Officer (your assessor). Submit  Prepare an email inviting Jackie to a meeting.  Prepare an email to Jackie summarising the outcomes of the meeting Assessment criteria For students’ performance to be deemed satisfactory in this assessment task, they must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, they will be asked to complete further assessment to demonstrate competence. Re-submission opportunities Students will be provided feedback on their performance by their Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed your assessor will explain why and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt with unfairly or have other appropriate grounds for an appeal. Students are encouraged to consult with their assessor prior to attempting this task if they do not understand any part of this task or if they have any learning issues or needs that may hinder them when attempting any part of the assessment. Issue date: 21/06/19 Page 28 of 31

Southern Cross School of Business CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924 Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150 Level 3, 531 George Street, Sydney, NSW 2000 Ph: 61 (2) 8937 0506 & 9633 3287 Assessment Task 5 Instructions Carefully read the following: Two staff at FSCE have lodged complaints with you, the Communications Officer, about the Marketing Officer’s work. The staff complain that Jackie is often talking to friends on her mobile and so when the office phone rings they answer the phone. Even when Jackie can see they are trying to answer queries that directly relate to her work, she does not end her personal call. This not only takes other staff member’s time in answering such calls, but also then to make notes for Jackie on the call. The staff have said that the behaviour is recent, and until recently Jackie has always been hard-working and reliable. You need to meet with Jackie to discuss the issue and identify realistic solutions. Complete the following activities: 1. Send an email to the Communications Officer (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business- like) style.It should request her to attend a meeting with you to discuss her work. Include the date and time of the meeting. Read the following guide about managing underperformance. You will be assessed on your demonstration of the skill referred to under key points for employers to remember. http://www.fairwork.gov.au/about-us/policies-and-guides/best-practice-guides/managing- underperformance EMAIL FROM: Murillo Cappel TO: Jackie SUBJECT: Meeting Dear Jackie, I need to discuss some issues with you and I would like to meet you next Wednesday at 10:00a.m to discuss them. Please, confirm your presence replaying this email. Thank you for your attention. Best regards, Murillo Cappel 2. Conduct the meeting with the Communications Officer (your assessor). Conduct the meeting with Jackie, explaining to her what the problem is, why it is a problem, how it impacts on the workplace and why there is a concern. Issue date: 21/06/19 Page 29 of 31

Southern Cross School of Business CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924 Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150 Level 3, 531 George Street, Sydney, NSW 2000 Ph: 61 (2) 8937 0506 & 9633 3287 At the meeting, you are required to:  Explain the purpose of the meeting  Explain to Jackie what the problem is and outline her work responsibilities and the need to achieve these.  Explain how this behaviour impacts on the workplace and why it is a concern. Ensure that you focus on the issue not the person.  Demonstrate your interpersonal and communication skills by: o Keeping your communication open and clear o Listening to Jackie and confirming and clarifying information shared o Asking questions to confirm information o Emphasizing Jackie’s strengths as set out in the scenario information  Discuss and agree on a solution, using your skills to come up with realistic and creative solutions. Summary of Meeting Explain the purpose of the meeting Discuss about Jackies`colleagues complaind about her. E xplain to Jackie what the problem is The staff complained that you are often talking to your friends on your mobile and so when the office phone rings they answer the phone. Even when you can see they are trying to answer queries that directly relate to yourr work, you do not end your personal calls. This not only takes other staff member’s time in answering such calls, but also then to make notes for Jackie on the call. E xplain how this behaviour impacts on the workplace and why it is a concern. Underperforming staff members negatively impact productivity and workplace morale problems can escalate if the matter is not dealt with promptly. Discuss and agree on a solution with Jackie. Use your skills to come up with realistic and creative solutions. During the meeting, Jackie confessed that she was having problems with her son behaviour. She got divorced recently and he was having problems at school and with his nanny. A short summary of the issues She is worried with her son. A summary of the meeting you had with Jackie The staff complaint was reported to her and she confessed during the meeting, Jackie confessed that she was having problems with her son behaviour. She got divorced recently and he was having problems at school and with his nanny. The agreed solution Consistency and routine can go a long way toward providing comfort and familiarity that can help your family during this major life change. When possible, minimize unpredictable schedules, transitions, or abrupt separations. We suggested a coaching about time management for her improve her time with her son and at work. It will be conducted for the next 6 months weekly. Issue date: 21/06/19 Page 30 of 31

Southern Cross School of Business CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924 Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150 Level 3, 531 George Street, Sydney, NSW 2000 Ph: 61 (2) 8937 0506 & 9633 3287 3. Send an email to the Communications Officer (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business- like) style. The email text should summarise the meeting, and the solution agreed to. The email should be sent to Jackie within 1 day of the meeting. EMAIL FROM: Murillo Cappel TO: Communications Officer SUBJECT: Meeting with Jackie Good morning dears! The meeting with Jackie was held and I explained how her behaviour impacts on the workplace and why It’s a concern. Jackie confessed that she was having personal problems. So, we agreed with a solution: We suggested a coaching about time management for her improve her time with her personal problems. It will be conducted for the next 6 months weekly. Any doubts, do not hesitate in contacting me. Best regards, Murillo Cappel Issue date: 21/06/19 Page 31 of 31