Event2
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School
TAFE NSW - Sydney Institute *
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Course
42115
Subject
Communications
Date
Feb 20, 2024
Type
docx
Pages
8
Uploaded by yasinimahsa5
Written scenarios
Instructions
1.
You will need to complete the following 2 scenarios and questions for assessment event 2. 2.
Complete your answers on this document, save the file to your computer and follow the instructions to submit to the online area for this
assessment event.
Scenario 1
You have been recently employed at Plan2go
as an admin cadet. You have been asked by one of the admin officers, Sam Coombie to file some
customer folders away. Brett Ainslie, your co-worker, also an admin cadet has told you that there is a particular order to the filing systems and
that there are certain steps you will need to follow. He doesn’t know how it’s done because it’s not his job. Question
Your answer
1.
Identify your roles and responsibilities
Responsibilities To assist Administration Officers with the following duties:
ADMINISTRATION • Assist with a range of administration tasks including: − destination − coordinating equipment and resource orders − distributing mail − receipting items − preparing agendas − coordinating presentation materials − photocopying 9046321e62cf4a1d376cbb337fc5c025ab02eb45.docx
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− meeting room preparation.
CUSTOMER SERVICE
• Keep administration officers informed of work progress. • Advice administration officers of any work related issues or concerns. • Direct telephone calls to the appropriate person/location in a timely manner. COMMUNICATION • Ensure directions and requests given by various administration officers is clearly understood clarify if unsure. • Attend team meetings when directed. TEAM WORK
• Support team members. • Respect the diversity of team members.
WORK, HEALTH AND SAFETY
• Comply with all WHS legislation and WHS policy and procedures. • Work in a safe manner, applying a duty of care. OTHER • Other duties as required
2.
Describe two possible ways that you could find out the sequence of steps required to
file the folders away
.
There are two potential ways I could find out the steps’ sequence required to file the folders away:
I can ask Sam Coombie, the administration officer whom requested this job to me.
I can bring up this issue at team meetings 9046321e62cf4a1d376cbb337fc5c025ab02eb45.docx
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3.
At the end of the job you have made some notes of other folders you have come across that have not followed
the filing system. Who would you address these concerns to?
I can communicate with Sam Coombie. I can also address the concern to other administration officers.
4.
How would you share these errors with your co-workers so they are more aware of the filing system and the procedures that need to be followed?
I would share these errors with my co-workers by:
I have to communicate with them in a professionally kind, courteous, and respectful manner.
A universal rectification group email message will be good, I can write an email message clearly and explain the errors and how can I resolve them.
A group team meeting should be a good option for teamwork. We can discuss the errors in the meeting room.
I can post the errors on Plan2go’s staff intranet. I think I have to be aware that post the errors on the internal domain if I put the post in the public domain it could be seen as very bad for the company.???
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Written scenarios
Scenario 2 Julia Stickler, leader Cabin Crew has asked the admin cadet team - you, Brett Ainslie and Marcus Santorini - to urgently prepare, photocopy and distribute the agenda for an important meeting later in the week. The job needs to be completed by tomorrow afternoon so attendees have enough time to prepare for the meeting. Brett has said to you that he is too busy to do the job. You haven’t seen Marcus as he has a day off for a religious holiday but is due back tomorrow. There is no way you can get the job done on your own without the help of the whole team.
Brett seems really annoyed that Marcus is off on holiday and he has also seemed quite hostile towards you since you started and it is beginning to impact on your ability to get jobs done. He doesn’t appear to be very busy to you as you have seen him on Facebook a lot and have overheard quite a few personal phone calls. Using the Plan2go
website, the scenario above and the four step strategy to handling conflict answer the following questions:
Question
Your answer
1.
List all possible issues, problems or differences including language and cultural issues. Disregard responsibility:
Brett has said to me he is too busy to do the job
but he doesn’t appear to be very busy to me as I have seen him on Facebook a lot and have overheard quite a few personal phone calls.
Not respecting Marcus Santorini’s religion/religious holiday: Brett seems really annoyed that Marcus is off on religious holiday.
Bad team work communication
: has also seemed quite hostile towards me since I started and it is beginning to impact on your ability to get jobs done.
Religious/cross cultural responsibilities clashing with business:
Marcus has a day off for a religious holiday but is due back tomorrow.
A cultural issue includes that he feels obligated to take this holiday, because of his religion. Religion takes priority over time dedication of business.
2.
Which Plan2go policies and procedures from the list below could be accessed to find out information Equal Employment Opportunity Policy: I should contact the Plan2go line manager/human resources representative for Brett’s discrimination against Marcus’ decision to take his religious holiday
. 9046321e62cf4a1d376cbb337fc5c025ab02eb45.docx
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relevant to this situation:
Handling-mail-policy
Equal-Employment-Opportunity-
Policy
Code-of-Conduct
Disciplinary-Policy
Dispute-Resolution-Policy
Records-Management-Policy
Grievance-Policy
Social-Media-Policy
Sustainability-Policy
Code of Conduct: communicating with Brett, Marcus, or Julia must be in a respectful, mindful, and non-harassing manner.
Dispute resolution policy: Firstly, I should discuss the problem with the supervisor Julia Stickler, if it's not enough. The second step is Julia actively listening to my issue. These problems
makes my feeling anxious. We will work together to tackle the problem; if it can’t be tackled by us, it is passed on to senior management. The third step is discussing the issue with
senior management, and working to solve; it is passed on to higher senior management if it’s unable to
solve. Higher senior management will actively listen/discuss the issue to solve; this step is generally the last to solve the conflict. If the problems are more complex than usual, an independent body (ex. Fair Work Commission) will discuss/solve the conflict with you
.
Social Media Policy: GoTo crew (Plan2go’s employees) must not let social media impact their work performance at work (onsite), offsite, and home. Brett should respect this, and limit his social media usage, especially as deadlines approach and members of his team need him to contribute. Make sure not to contact Brett on his Facebook account via Messenger when talking to him, as that crosses the line of professional and personal. Please make sure to talk to him non-aggressively/non-overly emotive yet assertively within a private setting (ex. empty closed/locked meeting room) in the workplace (request if he has time to talk), The first step to conflict resolution is amicable one-to-one resolution. Never confront him publicly, either in the office or anywhere else. You should never confront him in an intimate setting, such as your house or on Facebook.
3.
Outline a possible solution for dealing with the conflict.
Take steps to deal with Brett's negligence: Make sure when I communicate with him I am kind yet firm, and I'm not being confrontational
or aggressive. I should work to improve team work communication with Brett: Assist Brett in strengthening teamwork communication
by following the above lan
guage conduct. 9046321e62cf4a1d376cbb337fc5c025ab02eb45.docx
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Question
Your answer
Identify
a
solution to
Brett's unwillingness to observe Marcus' religious holiday
: Follow the first point’s language conduct Work around Marcus being busy with his cross cultural religious holiday
: The decision for Marcus to celebrate his religious holiday is something I must respect, as I cannot ignore religion just because I want to stay in business. It could be taken as offensive for his cross culture. If he is available early tomorrow, please ask him to make a few brief contributions to the agenda. Give Marcus useful information when he arrives - acknowledge his holiday that he took yesterday, summarize his agenda ideas, and, if necessary, give constructive criticism or request it for my progress, as well as boost our confidence in moving forward together in the agenda's completion... It is important to understand Marcus' culture before non-verbally or verbally communicating with him.
Request a team meeting
: I should request that Julia Stickler call a team meeting to discuss all the conflict issues if amicable one-on-one resolutions aren't enough. She, Marcus, and Brett will be invited to attend.
4.
Suggest strategies/opportunities that will eliminate the problems and result in improved workplace relations.
Overall, I can follow the four-point conflict strategy:
Open a discussion, give useful information, gather useful information, and problem solve. Lacking in business duties
: If Brett is being inconsistent with his business duties, an example of an amicable one-on-one conversation would be to avoid the question, Are you willing to fail the agenda, aren't you worried about your career? I would like to know if you have any time to speak briefly, and work together to achieve this exciting agenda. It will improve the morale within the organization. How do you feel about this idea (which I then 9046321e62cf4a1d376cbb337fc5c025ab02eb45.docx
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Written scenarios
Question
Your answer
name)? Could you suggest any improvements? Julia Stickler can review a presentation evaluation to Brett to productively offer enhancements, after her conversation with him. A subsequent choice is permitting Brett to have the opportunity to direct his own examination for development. Bad collaboration correspondence with Brett
:
I have not ask these question for avoiding conflict:
"For what reason are you so mean to me, when I'm pulling all the weight?", and rather will turn into "I saw we have had a couple of contentions with this plan, and I will get a kick out of the chance to cooperate with you to settle and comprehend our own and business issues.
Recommend work shadowing with Brett on the following work project; follow it up with Julia Stickler as well. This would further develop my working environment relationship with Brett, and enhance cooperating and seeing every one of our own dispensed jobs/obligations on the venture.
Brett not respecting Marcus’ religious holiday
: I have not ask these question for avoiding conflict “Why don't you understand Marcus religious needs; why are you discriminating?”, and instead of them I can ask “I know it seems to you like Marcus is just skipping his business duties, but please understand this time off for him is very important and religiously personal for him.” All in the workplace should be respect Marcus’ culture. This knowledge will develop a 9046321e62cf4a1d376cbb337fc5c025ab02eb45.docx
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better respectful relationship to Marcus. Marcus has a day off for cultural holiday
: I can ask him: “Hi Marcus, I hope your holiday is treating you well. When you have time to do so, I would to please request you to meet up tomorrow morning to briefly chat about the agenda. I think your contribution will strengthen it. I understand if you need more time to devote to your holiday. Kind regards.” 5.
List ways that you could follow-up to ensure the conflict has been resolved.
The overall general conflict resolution indicator is either a win-win clean development or the departure of all parties involved. The decision should be derived from the solutions suggested above, which are summarized as rational decision-making (substantial) and psychological (emotional) processes. Psychological factors include: how comfortable each party feels about the conflict, how the parties view each other, and the degree of dislike/like between the parties. A win-win situation includes resolving conflicts and maintaining relationships between related parties; me, Brett, and Marcus should get along in the current exchanges and be open to weekly or monthly groups or one-on-one friendly professionals. The casual meeting after a period of time is just to ensure that everything is still going well. 9046321e62cf4a1d376cbb337fc5c025ab02eb45.docx
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