LMD-20_5.2_EXTRA LEARNING RESOURCES_Students

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Australis College *

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BSBITU402

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Management

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Nov 24, 2024

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LMD-20_5.2_ EXTRA ACTIVITIES and RESOURCES Version 1 DATED: 06/10/21 EXTRA RESOURCES LEARNING AND PRACTICE LEAD AND MANAGE EFFECTIVE WORKPLACE RELATIONSHIPS extra learning resource

P a g e | 1 LMD-20_5.2_ EXTRA ACTIVITIES and RESOURCES FOR STUDENTS version 1: 06/10/20 Table of Contents Table of Contents ......................................................................................................................... 1 Activities and extra resources for trainer and assessor to use during teaching this subject: ..... Error! Bookmark not defined. Case Studies ................................................................................................................................ 2 Case Study A .................................................................................................................................... 2 Case Study B .................................................................................................................................... 2 Case Study C .................................................................................................................................... 2 Case Study D ................................................................................................................................... 2 Case Study E .................................................................................................................................... 2 Case Studies ...................................................................................... Error! Bookmark not defined. Case Studies ...................................................................................... Error! Bookmark not defined. Questions, discussion points and extra activities ........................................................................... 3 Activity 1A ....................................................................................................................................... 3 Activity 1B ....................................................................................................................................... 3 Activity 1C ....................................................................................................................................... 3 Activity 1D ....................................................................................................................................... 4 Activity 2A ....................................................................................................................................... 4 Activity 2B ....................................................................................................................................... 5 Activity 2C ....................................................................................................................................... 6 Activity 3A ....................................................................................................................................... 7 Activity 3B ....................................................................................................................................... 8 Activity 4A ....................................................................................................................................... 8 Activity 4B ....................................................................................................................................... 8 Activity 4C ....................................................................................................................................... 9 Activity 4D ....................................................................................................................................... 9 Section A: Skills Activity ................................................................................................................ 10 Section B: Knowledge Activity (Q & A) .......................................................................................... 12 Section C: Performance Activity .................................................................................................... 13

P a g e | 2 LMD-20_5.2_ EXTRA ACTIVITIES and RESOURCES FOR STUDENTS version 1: 06/10/20 PRACTICE ACTIVITIES FOR STUDENTS Case Studies Case Study A Scott works within the human resources department of the Wiseways financial management company. He has been given responsibility for carrying out an investigation into the types of issues associated with employee work roles including interpersonal conflicts, bullying, and performance issues. It is expected that Scott will enable the employees to participate in consultation and provide information about such issues. Case Study B Peter is the manager of the Medway business consultancy. He recently arranged for the consultation of employees, during which a number of issues were raised. There were reports of discrimination against employees from diverse ethnic communities and poor levels of motivation due to a lack of opportunity for engagement and advancement within the company. Case Study C Ken is the manager of the Super Sushi restaurant and takeaway. He is generally happy with the service and levels of customer satisfaction. However, he has arranged a meeting with colleagues and external contacts for the purpose of establishing any issues and opportunities for the restaurant. Case Study D Samantha is the manager of the Affinity designer clothing company. She has recently identified the possibility of networking as part of a regularly organised group. Samantha sees this as the ideal opportunity to learn more about the clothing design industry, build business contacts, and gain access to knowledge which could be put to use in the development of her business. However, she is quite anxious about attending the first meeting and is keen to make the best possible impression. Case Study E Roger works within the human resources department of the Superior designer homeware business. He was recently given responsibility for carrying out an investigation and identifying conflict within one of the homeware stores. Roger carried out observations and spoke with the staff members; identifying types of conflict including superiority, personal, a Complete the following activities individually or in a group (as applicable to the specific activity and the assessment environment).

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P a g e | 3 LMD-20_5.2_ EXTRA ACTIVITIES and RESOURCES FOR STUDENTS version 1: 06/10/20 QUESTIONS, DISCUSSION POINTS AND EXTRA ACTIVITIES Activity 1A Estimated Time 20 Minutes Objective To provide you with an opportunity to ensure strategies and processes are in place to communicate information associated with the achievement of work responsibilities to all co-workers by creating a job description and explaining why it is important to give clear project role descriptions 1. Complete the following individually or in a group (as applicable to the specific activity and the assessment environment): Create a job description for one of the positions you are familiar with at your organisation. 2. Why is it important to give clear project role descriptions? Job title: Role: Manager Responsibilities: Activity 1B Estimated Time 20 Minutes Objective To provide you with an opportunity to identify consultation processes which can be implemented and/or developed to ensure that employees have the opportunity to contribute to issues related to their work role. Refer to Case Study A 1. Give eight examples of consultation processes which Scott could use for the purpose of enabling employees to share information about issues related to their work roles. 2. Describe the ways in which the employees may be involved in formal and informal meetings for the purpose of sharing information about issues related to their work roles. Activity 1C Estimated Time 20 Minutes Objective To provide you with an opportunity to identify how to facilitate feedback to employees on outcomes of the consultation processes.

P a g e | 4 LMD-20_5.2_ EXTRA ACTIVITIES and RESOURCES FOR STUDENTS version 1: 06/10/20 1. Identify five methods that may be used for the purpose of informing employees about the outcomes of consultation processes. 2. Describe the process that you might be expected to follow for the appropriate selection of a communication method (no more than 200 words). 3. Detail appropriate means of communicating the outcomes of consultation processes to personnel (no more than 200 words). Activity 1D Estimated Time 20 Minutes Objective To provide you with an opportunity to identify how to develop and/or implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel. Refer to Case Study B 1. Outline the ways in which employees may be referred to relevant people within the medway consultancy for the successful resolution of their issues. Detail the means of finding the appropriate person (s) to refer such issues to. 2. Outline the process of carrying a root cause analysis which Peter could adopt for the purpose of reviewing the problems raised by the staff members. Specify four root cause analysis methods which could be used. Activity 2A Estimated Time 30 Minutes Objective To provide you with an opportunity to identify policies which ensure that the organisation’s cultural diversity and ethical values are adhered to . 1. What is cultural diversity? 2. What is the difference between internal and external accountability? 3. Organisations should have policies in place to ensure that they are not biased in any way towards any particular culture. Which policies and procedures are in place at your organisation?

P a g e | 5 LMD-20_5.2_ EXTRA ACTIVITIES and RESOURCES FOR STUDENTS version 1: 06/10/20 Activity 2B Estimated Time 30 Minutes Objective To provide you with an opportunity to identify how to gain and maintain the trust and confidence of colleagues and external contacts through professional conduct. Refer to Case Study C 1. Identify five ways in which Ken could establish rapport with the colleagues and external contacts. 2. Specify eight ways in which Ken might demonstrate professional behaviour during the meeting. 1. Ken may establish rapport in the following ways: ➢ Try and find things in common ➢ Use positive, confident, and co-operative language ➢ Be interested in what people are saying and ask questions to demonstrate this ➢ Interpret non-verbal and verbal messages and react accordingly or mirror their body language ➢ Consider the use of verbal and non-verbal language – try to be accommodating and adapt the style ➢ Be aware of cultural differences: o different cultures and communities have different euphemisms and accents, which you should be kept in mind when speaking o English may be a second language o some words, terms, and phrases may be considered offensive. 2. Professional behaviours may be demonstrated in the following ways. Respect ➢ Respecting confidentiality and privacy, e.g. of personal details ➢ Not harassing, discriminating or using offensive language ➢ Respecting and tolerating cultural and individual differences. Integrity ➢ Acknowledge mistakes ➢ Not misleading people on purpose ➢ Not abusing privileges, e.g. using telephone for personal calls. Honesty ➢ Not plagiarising ➢ Being truthful in all aspects of communication ➢ Keeping accurate records.

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P a g e | 6 LMD-20_5.2_ EXTRA ACTIVITIES and RESOURCES FOR STUDENTS version 1: 06/10/20 Conscientious ➢ Ensuring you fulfil responsibilities to the best of your ability ➢ Helping teach others or offer advice and support ➢ Making an effort to learn from your experience ➢ Committing time to learning and professional development. Limitation awareness ➢ Not attempting tasks that you are not confident with ➢ Asking for help when needed. Avoiding conflict of interest ➢ Disclosing financial interest that could impact on decisions, e.g. if you have shares in a company, ➢ Disclosing personal relationships that could impact decisions, e.g. in an interview process. Responsibility for others ➢ Helping impaired staff or those who need additional support ➢ Reporting serious breaches of conduct ➢ Expressing disagreement or take disciplinary action against less serious cases/breaches. Cooperation ➢ Dressing appropriately ➢ Answering questions from colleagues in as much depth as needed. Activity 2C Estimated Time 20 Minutes Objective To provide you with an opportunity to identify how to adjust own interpersonal communication style s to meet the organisation’s cultural diversity and ethical environment and guide and support the work team in their personal adjustment process. 1. Complete the following table, demonstrating your knowledge of passive, assertive and aggressive styles of communication. Passive Assertive Aggressive Characteristics

P a g e | 7 LMD-20_5.2_ EXTRA ACTIVITIES and RESOURCES FOR STUDENTS version 1: 06/10/20 Believes Body language Consequences 2. Identify three ways in which you can support team members to identify their own communication styles and the communication styles of other people around them, including those of different cultures. Activity 3A Estimated Time 20 Minutes Objective To provide you with an opportunity to identify how to use networks to build workplace relationships providing identifiable outcomes for the team and the organisation. Refer to Case Study D 1. Specify five ways in which Samantha could develop positive working relationships through networking. 2. Specify five ways in which Samantha could maintain positive working relationships with the people that she meets in the networking group.

P a g e | 8 LMD-20_5.2_ EXTRA ACTIVITIES and RESOURCES FOR STUDENTS version 1: 06/10/20 Activity 3B Estimated Time 30 Minutes Objective To provide you with an opportunity to identify how to conduct ongoing planning to ensure that effective internal and external workplace relationships are developed and maintained. 1. What is an objective and how should they be presented? Give an example. 2. What are targets? 3. How can you develop and maintain internal relationships? 4. How can you develop and maintain external relationships? Activity 4A Estimated Time 30 Minutes Objective To provide you with an opportunity to identify how to develop and/or implement strategies to ensure that difficulties in workplace relationships are identified and resolved. 1. What type of evidence can you collect to ascertain whether there are any workplace difficulties? 2. Additional communication training may be needed for team members to help them become better communicators and prevent misunderstandings that lead to workplace conflicts. Give a description of each of the following training methods: ➢ Team building activities ➢ Action learning sets ➢ Coaching and mentoring. Activity 4B Estimated Time 25 Minutes Objective To provide you with an opportunity to identify how to establish processes and systems to ensure that conflict is identified and managed constructively in accordance with the organisation’s policies and procedures . Refer to Case Study E 1. Briefly describe and provide examples of the types of conflict which Roger identified. 2. Specify four principles which Roger may apply for the purpose of managing the conflict.

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P a g e | 9 LMD-20_5.2_ EXTRA ACTIVITIES and RESOURCES FOR STUDENTS version 1: 06/10/20 Activity 4C Estimated Time 20 Minutes Objective To provide you with an opportunity to identify how to provide guidance, counselling and support to assist co-workers in resolving their work difficulties. 1. What does counselling involve? 2. List two areas in which counselling can help. 3. Determine three preventative measures which an organisation could offer to tackle stress, bullying, depression and alcohol or drug abuse. 4. Explain what is meant by confidentiality and how it applies to providing support to team members. Activity 4D Estimated Time 20 Minutes Objective To provide you with an opportunity to develop and implement an action plan to address any identified difficulties. 1. What is an action plan? 2. Think of an objective. Fill in the table to ensure your objective is specific, measurable, attainable, relevant and time-based. Goals Objective Specific Measurable Attainable Relevant Time- based What you want to achieve. What? Why? When? Where? Who? How much? How many? How often? Can you realistically achieve it? Does it relate to what you want to achieve now? By when?

P a g e | 10 LMD-20_5.2_ EXTRA ACTIVITIES and RESOURCES FOR STUDENTS version 1: 06/10/20 Section A: Skills Activity Objective: To provide you with an opportunity to show you have the required skills for this unit. A signed observation by either an approved third party or the assessor will need to be included in this activity as proof of completion. This activity will enable you to demonstrate the following skills: ➢ Writing ➢ Interact with others ➢ Navigate the world of work ➢ Get the work done. Answer the activity in as much detail as possible, considering your organisational requirements. All activity answers will vary depending on the learner and the organisation they work for but the learner should be able to demonstrate their competency in the unit requirements. 1. This skills-based activity will require you to identify any difficulties affecting workplace relationships. You will then be expected to write and implement an action plan for the successful resolution of these difficulties. Appropriate vocabulary, grammatical structure, and conventions should be incorporated within the action plan. This activity will need to be observed, and a signed record of this observation (completed by the assessor or third party) should be uploaded in your answer. It should detail what was done, when it was done, the time it was completed in, the completed actions and the overall outcome of the tasks. 2. Choose a member of your team and track their progress over a period of time agreed with your assessor (i.e. one week, one month, one quarter etc.). During this time, you should: ➢ Create a progress report for the employee ➢ Conduct an employee review ➢ Give performance feedback. While giving performance feedback, you will need to adapt your personal communication style to build trust and a positive working relationship. You must also play a lead role when giving feedback, showing your support and facilitation skills, and ability to engage and motivate others. This activity will need to be observed, and a signed record of this observation (completed by the assessor or third party) should be uploaded in your answer. It should detail what was done, when it was done, the time it was completed in, the completed actions and the overall outcome of the tasks. 3. Draft a recruitment drive which shows evidence of being inclusive towards a diverse workforce. You must follow organisational policies regarding diversity and ethical conduct when developing this draft. A diverse workforce includes:

P a g e | 11 LMD-20_5.2_ EXTRA ACTIVITIES and RESOURCES FOR STUDENTS version 1: 06/10/20 ➢ People with disabilities ➢ Women ➢ Indigenous Australians ➢ Overseas workers ➢ Mature workers ➢ Trainees ➢ People from different cultural backgrounds. This activity will need to be observed, and a signed record of this observation (completed by the assessor or third party) should be uploaded in your answer. It should detail what was done, when it was done, the time it was completed in, the completed actions and the overall outcome of the tasks.

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P a g e | 12 LMD-20_5.2_ EXTRA ACTIVITIES and RESOURCES FOR STUDENTS version 1: 06/10/20 Section B: Knowledge Activity (Q & A) Objective: To provide you with an opportunity to show you have the required knowledge for this unit. The answers to the following questions will enable you to demonstrate your knowledge of: ➢ Explain how systems, policies and procedures can support the development of effective work relationships focusing on interpersonal styles, communications, consultation, cultural and social sensitivity, networking and conflict resolution ➢ Outline legislation relevant to managing effective workplace relationships. Answer each question in as much detail as possible, considering your organisational requirements for each one. All answers will vary depending on the learner and the organisation they work for but the learner should be able to answer each question competently. 1. Give five tips for developing effective working relationships through networking. Explain how work systems, policies and procedures help you to develop these relationships. 2. Give examples of four acts of Australian law which relate to discrimination in the workplace. How does this legislation help to manage effective workplace relationships?

P a g e | 13 LMD-20_5.2_ EXTRA ACTIVITIES and RESOURCES FOR STUDENTS version 1: 06/10/20 Section C: Performance Activity Objective: To provide you with an opportunity to demonstrate the required performance elements for this unit. A signed observation by either an approved third party or the assessor will need to be included in this activity as proof of completion. This activity will enable you to demonstrate the following performance evidence: ➢ Develop and/or implement processes to manage ideas and information ➢ Establish and/or implement policies to ensur e that the organisation’s cultural diversity and ethical values are adhered to ➢ Provide leadership through own behaviour ➢ Plan for, and manage, the use of networks to support identifiable outcomes for the team and the organisation ➢ Develop and/or implement processes and systems to manage difficulties. Answer the activity in as much detail as possible, considering your organisational requirements. All activity answers will vary depending on the learner and the organisation they work for but the learner should be able to demonstrate their competency in the unit requirements. 1. Conduct (or simulate) a consultation process with 3-5 employees, in order to manage ideas and information. This consultation process should provide team members with the opportunity to bring forward any issues within the company and to give their input on resolutions. The process may include any of the following: ➢ Meetings ➢ Performance reviews ➢ Employee satisfaction surveys ➢ Root cause analysis. After the consultation process is complete, you must provide feedback to the team members on the outcomes. This activity will need to be observed, and a signed record of this observation (completed by the assessor or third party) should be uploaded in your answer. It should detail what was done, when it was done, the time it was completed in, the completed actions and the overall outcome of the tasks. 2. Establish a policy to ensure that your organisation’s cultural diversity and ethical values are adhered to. Ensure that various aspects of cultural diversity are taken into account and create the policy in accordance with organisational expectations. This activity will need to be observed, and a signed record of this observation (completed by the assessor or third party) should be uploaded in your answer. It should detail what was done, when it was done, the time it was completed in, the completed actions and the overall outcome of the tasks. 3. Conduct a team-building activity with a group of 3-6 team members. The purpose of the activity is to provide the assessor with an opportunity to assess your ability to gain and

P a g e | 14 LMD-20_5.2_ EXTRA ACTIVITIES and RESOURCES FOR STUDENTS version 1: 06/10/20 maintain the trust of colleagues, to show leadership skills and to adjust own interpersonal communication styles to guide and support the work team. This activity will need to be observed, and a signed record of this observation (completed by the assessor or third party) should be uploaded in your answer. It should detail what was done, when it was done, the time it was completed in, the completed actions and the overall outcome of the tasks. 4. Guide a group of 3-5 team members through a networking process, completing the following steps: ➢ Give guidance, support, training and advice to team members in advance of the networking event ➢ Simulate a networking event ➢ Follow-up on the outcomes of the networking event. This activity will need to be observed, and a signed record of this observation (completed by the assessor or third party) should be uploaded in your answer. It should detail what was done, when it was done, the time it was completed in, the completed actions and the overall outcome of the tasks.

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