BSBLDR502_AE_Pro_1of2_LMS (2)

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Project Assessment (Event 1 of 2) Criteria Unit code, name and release number BSBLDR502 Lead and manage effective workplace relationships (Release 1) Qualification/Course code, name and release number BSB51918 Diploma of Leadership and Management (Release 4) Philippa Gregory STUDENT NUMBER: 807839594 Document title: BSBLDR502_AE_Pro_1of2_LMS Page 1 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

Version: 20200616 Date created: 06/07/2018 Date modified: 16/06/2020 For queries, please contact: Technology and Business Services SkillsPoint Building B, Level G, Corner Harris Street and Mary Ann Street, Ultimo NSW 2007 Email: tbsskillspoint@tafensw.edu.au © 2020 TAFE NSW, Sydney RTO Provider Number 90003 | CRICOS Provider Code: 00591E This assessment can be found in the: Learning Bank The contents in this document is copyright © TAFE NSW 2020, and should not be reproduced without the permission of the TAFE NSW. Information contained in this document is correct at time of printing: 7 January 2024. For current information, please refer to our website or your teacher as appropriate. Document title: BSBLDR502_AE_Pro_1of2_LMS Page 2 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

Assessment instructions Table 1 Assessment instructions Assessment details Instructions Assessment overview The objective of this assessment is to assess your knowledge and performance as would be required to:  establish and manage processes and procedures to support workplace relationships  manage difficulties to achieve positive outcomes. Assessment Event No. 1 of 2 Instructions for this assessment This is a project assessment, and it will be assessing you on your knowledge and performance of skills required by the unit. This assessment consists of one part with two tasks: Task 1: Case study 1, short answer questions Task 2: Case study 2, short answer questions Submission instructions On completion of this assessment, you are required to submit this document and video recording to the online platform for marking. Ensure your name is at the bottom of each page of this assessment. You must keep a copy of all electronic and hardcopy assessments submitted to TAFE and complete the assessment declaration when submitting the assessment. This is an individual assessment, and your answers must be your own. What do I need to do to achieve a satisfactory result? To achieve a satisfactory result for this assessment, all questions must be answered correctly and in your own words. Tips to avoid plagiarism are located on the TAFE NSW Library Services page (https://tafensw.libguides.com/copyright/plagiarism) . This may involve your assessor, allowing you to resubmit some of your answers. Alternatively, your teacher/assessor may ask you additional questions to confirm your understanding and knowledge of the topic area. What do I need to provide? Access to:  office equipment  business technology including a computer with relevant software and internet  student workbook, training materials and other research you have completed. What the assessor will Access to: Document title: BSBLDR502_AE_Pro_1of2_LMS Page 3 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

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Assessment details Instructions provide  learning materials  virtual enterprise and learning management systems such as online learning platform where applicable  relevant legislation, regulations, standards and codes  relevant workplace documentation and resources  case studies and, where possible, real situations. Time allowed/Due date The assessment must be submitted by the due date noted on the Unit Assessment Guide . If you study online, you can find assessment due dates/time allowed/venue information on your online platform on the Assessments page or in your Training plan. You should allow a minimum of four hours to complete this assessment. You may need additional time for preparation, research and revision to ensure you have responded to each question and task satisfactorily Supervision This is an unsupervised assessment. Your assessor may ask for additional evidence to verify the authenticity of your submission and confirm that the assessment task was completed by you. This may include oral questioning, comparison with work samples, or observation. Assessment feedback, review or appeals In accordance with the TAFE NSW policy Manage Assessment Appeals, all students have the right to appeal an assessment decision in relation to how the assessment was conducted and the outcome of the assessment. Appeals must be lodged within 14 working days of the formal notification of the result of the assessment. If you would like to request a review of your results or if you have any concerns about your results, contact your Teacher or Head Teacher. If they are unavailable, contact the Student Administration Officer. Contact your Head Teacher for the assessment appeals procedures at your college/campus. Document title: BSBLDR502_AE_Pro_1of2_LMS Page 4 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

Specific task instructions Read the entire assessment before commencing. Where appendices are submitted, ensure your name is in the footer of each page, you have used a suitable filename and you have noted on this assessment an appendix has been submitted. You will be required to access the Plan2go website ( http://plan2go.nctafe.edu.au/ ) website to download documents and templates. You may be required to provide a reference list, as well as use Harvard in-text referencing where appropriate. Information on using Harvard referencing can be found in the TAFE NSW Harvard Referencing Guide (https://share.tafensw.edu.au/share/file/316a6f1b-57d3-4a83-bfdd-4e82851e14b2/1/ Harvard_Referencing_Guide.pdf). The instructions and the criteria in the tasks and activities below will be used by the assessor to determine if you have satisfactorily completed this assessment event. Use these instructions as a guide to ensure you demonstrate the required skills and knowledge. There are two tasks you must complete: 1. Case study 1. 2. Case study 2. Document title: BSBLDR502_AE_Pro_1of2_LMS Page 5 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

Part 1: Case studies Task 1: Case Study 1 Refer to the Case Study 1 scenario below. Once you have read the information, you are required to complete your written responses to questions 1-3 in the spaces provided in this document. Ensure you have included referencing using Harvard Referencing, where appropriate. You will need to demonstrate skills and knowledge to:  Manage ideas and information  Develop consultation processes  Establish policies which ensure the organisation’s cultural diversity and ethical values are adhered to  Manage internal and external networks to build workplace relationships  Manage difficulties to achieve positive outcomes Once completed you will need to submit this assessment for marking. Case Study 1 Scenario: Plan2go is a specialist corporate travel and events company. Primarily a web-based service, most business is conducted “in the cloud”. Crew are dispersed across the country, with some working onsite in the Plan2go office and many working from remote locations. Currently, most Plan2go crew have access to flexible working arrangements such as working from home and outside of “traditional” 9-5 work hours. However, the Customer Experience Crew, and especially the Customer Contact Officers, have been required to work together within the office call-centre environment between 8 am and 8 pm. Sean Matthews is a Customer Contact Officer. He believes that as Plan2go is a cloud-based organisation, it shouldn’t matter where he connects with customers. He’s keen to use the web to connect to the Plan2go systems from home at least 2 days a week. He states that this will have a positive effect on his work/life balance, and help him juggle his family commitments. He’s also suggested that potentially the customer contact hours could be extended to operate from 7 am to 10 pm if staff had access to more flexible work options. Sean’s been talking with his crew colleagues; they all seem very keen on the idea. Sean brings the suggestion to their Coordinator Emily Burr, who in turn has brought it to Tobias Ukestock, Leader ”People and Culture Crew”. You are working on the People and Culture Crew with Tobias. Tobias has sent you the following email: Document title: BSBLDR502_AE_Pro_1of2_LMS Page 6 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

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From: Ukestock, Tobias Sent: Friday, 12 September 20XX 11:52 AM To: You Subject: Work from Home ________________________________________________________________________________ Good morning! Great to talk with you this morning. As discussed, Sean in the Customer Contact (CC) Crew has an interesting suggestion about CC Crew being allowed to work from home. I think on the surface it’s a reasonable request. After all, we pride ourselves on being an employer of choice, and flexible work conditions is a big plus for that! We need to make sure it’s an equitable opportunity for all crew. I’m not sure of the impact that it would have on the CC Centre. We’ll need to do a fair bit of consultation on this before we recommend any changes. I do think that it’s positive that we could offer extra hours of support to our customers whilst giving staff flexible working hours too. Can you draw me up a suggested consultation plan regarding this change? You’ll need to include: 1. A consultation plan draft 2. Example of the consultation questions we could use It will help if you look at the following resources: 1. Fair Work Ombudsman: Consultation and cooperation in the workplace 2. Plan2go Customer Contact Officer position description 3. Organisation chart 4. Customer Experience Crew Intranet page . (Please check the link for the most recent version of these resources.) Kind Regards. Tobias Ukestock Leader People and Culture Crew m: 0419 000 000 tobias@plan2go.com 84 Lorimer Street, Docklands, VIC 3004 p: 03 5550 5710 // 1800 975 710 (free) When you Plan2go, we’re already there! Save a tree. Please do not print this email unless you really need to. Document title: BSBLDR502_AE_Pro_1of2_LMS Page 7 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

Short answer questions Read each question carefully. The word count is a general guide and is provided to ensure you write enough detail to adequately answer the question. 1. Purpose of consultation a. In the context of workplace issues, explain the purpose of the proposed consultation. Your response should be approximately 50-100 words. The purpose of workplace consultation is a two-way process between yourself as a manager and workers. It should involve the internal networks such as human resources and senior management, these networks are there to support the desired outcome. The purpose is to advise the employees of the significant changes of flexible working. It enables you to talk to each, express opinions, raise concerns and give feedback. By sharing this information, it allows parties to be able to make constructive decisions. The benefit of consultation is a business is regularly listening to their employees. Consultation occurs at all levels of an organisation, and the company and leaders need to provide a safe environment for this to happen, it should be encouraged those employees are able to consult with management. The company ethos should embrace the consultative practices. Feedback from the consultation can be used in current and proposed policies and give measures for productivity and the practicality of going ahead with the change. b. Justify three reasons why the consultation is required. Your response should be approximately 50- 100 words. 1 Management may see what the issue is, however by consulting employees, solutions can be sought which will be owned by the team and then implemented as a one team approach. All can have ownership of outcomes. It allows for more informed decision making and successful implementation of new ways of working. 2 Fair Work Act 2009 defines a duty by companies to implement consultative provisions are provided for employees for example on health and safety matters. By following the correct process, this should minimis any claims against the employer 3 Consultation provides employees with the opportunity share ideas and receive feedback and enables employees to feel more empowered in their roles, which in turn increases productivity. It will support the team performance as where issues that could affect welfare or productivity of the team are discussed and minimise potential disputes. Collaboration and co-operation lead to a more productive workplace c. Summarise the key points of the information provided by your external network, Fair Work Australia 1 regarding information relevant to consultation with the team concerning workplace change. Your response should be approximately 50-100 words. When a company wants to make a workplace change, it is best to socialise the ideas with the employees, so that there is a better understanding of the change, and it will be easier to implement as 1 https://www.fairwork.gov.au/how-we-will-help/templates-and-guides/best-practice-guides/consultation-and- cooperation-in-the-workplace#workplace-change Document title: BSBLDR502_AE_Pro_1of2_LMS Page 8 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

employees will understand the changes and will be engaged by the change management process. The consultation allows employees views to be considered before decisions are made on workplace changes. There is also a legal requirement to consult when there are significant changes to workplace employment conditions. The employees must be notified of the change, a discussion on the proposed changes, and all the information should be provided about the changes. Fair Work describes a three-stage consultation approach this involves providing information to the employees, consultation and review and implementation with employees. Gathering information from a relevant external source to develop informed decisions and using an external network to support team outcomes. The final stage is to provide guidance and support to the team to solve work disputes. It is important to identify necessary corrective action regarding team concerns and put these in place. d. Recommend the appropriate steps the customer service team should take to receive regular updates on employment issues from the Fair Work Ombudsman and the Plan2go Human Resources departments. Your response should be approximately 50-100 words. Plan2go should notify the customer service team about the proposed changes regarding the flexible working arrangements. The next step would be to discuss the proposed changes with the affected team members. The affected employees can share their views, thought, concerns and ask addition questions. The purpose is to reach an agreement with is mutually beneficial for all parties. Plan2go need to consider all feedback and views expressed. The Fair Work Ombudsman offers employees and employers free advice on working conditions, and workplace rights and obligations. Plan2go can subscribe to email updates, and on the website, there are resources available. 2. Consultation process a. Recommend three consultation techniques/methods and explain why they would work in the context of this consultation. Your response should be approximately 50-100 words. 1 Employee representative – the team could select several team members who consult with management about the changes to the working pattern. This can occur through meetings and question and answer sessions. 2 Survey – all members of the team could have their thoughts heard through an online survey. The questions should be open, with options for free text. Scales should be built it to assess importance of the outcome desired. Surveys allows for anonymous feedback to be provided 3 Focus groups – These groups are facilitated discussions where the facilitator will draw out hopes, concerns, and issues from the selected employees about working from home. Online discussions can be used during COVID times, and from a range of employees included cross function teams to understand how the change could affect other teams 3. Feedback a. Review the process you will follow to provide feedback to employees regarding the outcomes of the consultation process and the value of contributions. Your answer should be approximately 80- 150 words. Document title: BSBLDR502_AE_Pro_1of2_LMS Page 9 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

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There is a duty to consult with employees before making changes to employment, especially with respect to the flexible working practice. After giving the employee opportunity to present their views in response to the proposed change. Play2go will need to give genuine consideration to the views. There needs to be two-way flow of information between the team and management as it ensures that employees know that their contribution has been listened to and valued. Once the employee’s views have been collated these will need to be considered, and if there is a requirement, a further investigation may be required to understand the employee’s viewpoint. This step will ensure that plan2go have followed their legal obligation. Prior to the consultation plan2go will inform the team of the purpose of the consultation and clearly describe the changes that will incur with a flexible working option policy, and how it will affect individuals. A communication strategy will be developed of how staff will be informed, and how it will change their way of working. Communication can be provided by verbal instructions in facilitated meetings, this can include written documentation such as reports and policies. There should be plan of how this policy will be implemented to allow the staff to understand what the changes are. All the responses whether it be by survey, meetings or interviewed should be recorded. All this information will need to be collated and reviewed. A further consultation may be required depending on the outcome. The next stage is to inform the employers of the outcome and what the changes will be if it is to be implemented. If a compromise is required of the new policy implementation, this should be discussed, and employees informed. b. Consider the process you would use to ensure that issues/conflicts raised during consultation will be resolved. Explain how you would mitigate the risk and at what point you may need to escalate the issue to relevant personnel. Your answer should be approximately 100-150 words. It will be important for Plan2go to have processes in place to ensure that any issues raised during consultation and feedback are resolved. Consultation should allow for everyone to have their views heard so that they feel engaged in the process of change management. This can happen during staff meetings or informal conversations. It is works best that if conflict arises, that managers can resolve this directly by explaining to the employee about the process, what the facts are and what does a successful outcome look like to an employee. It is helpful for the employee to be part of the solution (not the problem) and be on the journey of the endpoint of success. If escalation is required, the human resources department can offer support as a mediator or different reference point within the company of the changes involved with the consultation. If the employee is unable or not wanting to express their concerns directly, then a place for team representatives or union representatives, can help with clarity on putting the employee’s point of view forward. Ensuring that employees and management have full access to all the information leads to transparency and gaining of trust between the levels of company management. The company should be driving to gaining trust and offering all aspects of consultation to ensure an open and inclusive company ethos. c. Recommend at least three documents relevant to communicating the new flexible work arrangements to employees. Your answer should be approximately 50-100 words. Flexible Work policy Proposal – Employees can work through the policy to help with their understanding of how the new way of working will look like Document title: BSBLDR502_AE_Pro_1of2_LMS Page 10 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

Grievance Policy – If Employees have concerns, this policy describes how grievances can be raised, decisions appealed and how concerns can be resolved for present and future conflicts Position Descriptions – describes the skill set and knowledge required to complete the job and tasks required d. Develop a draft communication strategy based on one of your responses from Q3c. In your response, you will need to show how the document is relevant to inform your strategy. Your answer should be approximately 150-250 words. DRAFT COMMUNICATION STRATEGY The Flexible Work Policy requires to be embedded into the company culture. The first step is to provide an overview of flexible working to all employees be managers delivering the communication in team meetings. This should be followed up by an email communication to all employees with a clear explanation of the flexible working and the different types available to employees. This will include clarification that flexible working hours may not be appropriate for all roles and should detail the criteria for application. Employees should be referred to their position descriptions, as the needs of the business can be linked to the job requirements. Feedback received from the consultation of process, should be become part of the formalised negotiation process. When feedback is received, and the policy finalised, there will need to be a formalised communication tool to the affected employees. Change of contract letters will need to be written and sent to employees for sign off. New contracts and position descriptions will need drawing up and communicated to staff. Reference list Where applicable reference any texts, websites or other documents you referred to in your responses using Harvard referencing. https://www.fairwork.gov.au/ https://www.ag.gov.au/industrial-relations/australias-national-workplace-relations-system Document title: BSBLDR502_AE_Pro_1of2_LMS Page 11 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

Task 2: Case Study 2 Refer to the Case Study 2 scenario below. Once you have read the information, you are required to complete your written responses to questions 1-5 in the spaces provided in this document. Ensure you have included referencing using Harvard Referencing, where appropriate. Once completed you will need to submit this assessment to your assessor for marking. You will need to demonstrate the skills and knowledge to:  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  Provide guidance, counselling and support to assist co-workers in resolving their work difficulties  Develop and/or implement processes and systems to manage difficulties  Provide leadership through own behaviour professional conduct that promotes trust and adjusting own interpersonal communication style to meet the organisation’s cultural diversity and ethical environment  Use effective, professional written communication. Case Study 2 Scenario: Plan2go has now introduced the new flexible work arrangement for the Customer Experience Crew. Many staff are excited by the proposal of extending the operational hours of the customer contact services and the inclusion of being able to work from home. John Jones has asked his team leader for leave on a particular Friday for religious and cultural reasons. John alleges that his team leader denied his request without providing any justification as to why. John was upset and tried to discuss the matter further at which point, his team leader responded with ‘I can’t have you taking time off and not the rest of the team. Stop wasting my time and get back to work’. John felt that this was unreasonable and challenged the comment which resulted in a heated argument in front of other team members. John has now contacted Emma Barr, Coordinator Customer Contact to make a complaint of bullying and discrimination. He is too distressed to return to work. His team leader thinks the situation is trivial and that John is overreacting. Document title: BSBLDR502_AE_Pro_1of2_LMS Page 12 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

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Short answer questions Read the questions carefully. The word count is a general guide and is provided to ensure you write enough detail to adequately answer the question. Include in-text citations and a reference list using Harvard Referencing. 1. Recommend at least three areas of legislation or Plan2go policies which are relevant to Emma managing this situation to support effective workplace relationships in the team. Your answer should be approximately 50-100 words. 1 Racial Discrimination Act 1975. This act promotes equality before the law for all people regardless of race, colour or national or ethnic origin. There should be an allowance for employees to be able to respect their religious festivals 2 Anti-Discrimination Act 1977, NSW Amended 2019. This act provides protection from discrimination to most grounds based on neutrality. The discussion that followed the request for the day off should have remained to the facts, and not become personal 3 Grievance Plan2go procedure. This will need to be referred to as a process is required to be followed if the employee is unhappy with a decision. The policy enables a path to be followed for a fair hearing and outcome. 2. Write a professional email from Emma to the aggrieved employee, John Jones, providing guidance and support. You can use the email template at the following address as a guide http://plan2go.nctafe.edu.au/intranet/document-library/?cat=6868 . This document can be submitted as an appendix to this assessment, or a response given in the area provided. Your response should be approximately 80-150 words. PLEASE SEE APPENDIX 1 for email 3. Establish an action plan to manage the complaint and potential conflict which may include both internal and external networks and support services. The plan aims to ensure that the issue is resolved promptly or referred to relevant personnel. Refer to the Plan2go grievance procedure and Plan2go disputes procedure to help create the plan. Use the headings below from Topic 5 from your Student Workbook to complete the plan in the area provided or submit a copy of a suitable plan (ensuring it addresses all headings below) as an appendix to this assessment. Key characteristics of an action plan List at least two points in each area. Expected outcome The expected outcome is that the situation should be deescalated to a full resolution of the issue. This should be that the problems are solved, and healthy relationships are maintained. There should be no bitterness remaining. Document title: BSBLDR502_AE_Pro_1of2_LMS Page 13 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

Staff should be trained in using the software such as ‘Preceda’ for booking leave, and a full explanation should be given if leave cannot be authorised. The workplace should be a better able to cope with change as consultation will have taken place, feedback received, and the team understand the new way of working for flexible working. Strategies/actions to achieve the outcome Strategies that can be used to achieve this outcome are as follows: A mediation meeting should be held with John, the team leader, and a mediator. As John is distressed by the situation, the opportunity should be offered to him to bring a support person, who is there as a support, but would not be able to contribute to the meeting. The aim of the meeting should be to come to a conciliatory outcome that meets the business processes. It is important that all staff members can view their issues in a respectful manner. Training should be provided to staff on the new way of working for flexible working. This should include the procedure to apply for leave. Timelines should be defined on the time between applying for leave and the planned leave date. This time should allow time for backfill of roles to ensure the day’s work is able to be completed by the resources available. Management should be trained in the reasons for declining leave and the valid reasons for it. However, education is required to ensure cultural sensitivities are understood and accounted for. In this case, there may need to be an acknowledgement from the company that this situation should not have occurred and that a letter of regret and reassurance that this does not affect John’s work service. If John feels that the company cannot resolve his issue successfully, then Plan2go can direct John to an arbitration service. If staff were upset by witnessing the confrontation in the workplace, they can be offered access to the Employee Assistance Program as a counseling option. Identification and involvement of stakeholders in the development of the action plan Stakeholders involved in the development of the action plan are as follows: All employees including managers will need to have access training and development, and information regarding changes in working practices. Managers should ensure they understand the reason for conflict and work towards a working solution to resolve the grievance. If the employee has English as a second language a stakeholder required would be an interpreter. The HR team will need to be involved in designing and implementing the grievance procedure and how it should be applied in the workplace. HR will help in reviewing the situation and providing facilitation for successful outcomes A cross functional team represented by Emma Barr, the complainant John and the team leader should be part of the solution process managed by an integrated grievance process. Document title: BSBLDR502_AE_Pro_1of2_LMS Page 14 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

The action plan should include commitments and progress through the process. External consultants from Fair Work, or third parties can help to contribute to the action plan and their role would involve in interpreting the information given to John and the action plan Communication methods to ensure actions and discussions are understood Communication methods should be used as follows Written communication to the John and the team leader to clarify progress being made in the resolution process. This could be in the form of meeting minutes for the records. Letters can be personalized to review position statements, and the new ways of working, and expectations going forward. Company information for changes in contracts, ways of working, flexible working can be posted on the company intranet. Consultation process can be followed on changes with employee focus groups. This can be followed up with staff updates, meeting written summaries and notice board updates. Staff meetings can be held so that team managers can verbally updates, and feedback can be heard at the time of delivery of information. Workplace policies and legislation to be followed The Fair Work Act Discrimination fundamentally underpins the philosophy that you should not be treated unfairly for who you are. The Equality Act 2010 is about protecting the employee from discrimination by employers, businesses and organisations. NSW and Federal laws related to discrimination that will need to be followed are: NSW Anti-discrimination Act 1977 Age Discrimination Act 2004 Australian Human Rights Commission Act 1986 Disability Discrimination Act 1992 Racial Discrimination Act 1975 Sex Discrimination Act 1984 How actions will be monitored Actions can be monitored by the following methods: All progress on agreed actions and outcomes can be monitored a number of ways, including designing an efficient plan for monitoring: Performance reviews. These will review progress against agreed actions, face to face discussions can be held, written documentation can be kept and referred to. Document title: BSBLDR502_AE_Pro_1of2_LMS Page 15 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

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Key Performance Indicators (KPIs) are set and agreed measures that need to be SMART, these should include timelines and achievable. This chunks down to the overall outcome to manageable steps towards the successful outcome. Formal surveys can be used to monitor the staff feelings and concerns. It can be used to measure the acceptance of a new way of working. The aim should be for staff engagement when implementing new ways of working. Team meetings are used as way of regularly monitoring in a timely manner staff feedback. These can be actioned in real time and addressed as required. How corrective action will be taken Corrective action will be taken once a systematic investigation of the root cause of the problem is identified: Determining the root cause, may not be as straight forward at the first review. For an effective problem solving to find the root cause, there are several methods that can be used. The 5 whys – The basic idea is that to every answer of why some thing went wrong, to ask the question ‘why?’. It is a simple tool that allows the root cause to be determined. The Fishbone Diagram 0 This breaks down the problem into categories of people, machine, method, measurement, material, and environment. It is a cause-and-effect diagram that can drill down to the problem. Corrective actions should include the following All meetings should be documented, and outcomes should be followed up. These outcomes can lead to further investigations being required and or further mediation. When further mediation is required, and a mistrust has developed between employee and management, then the employee should have the option of a third-party mediator to offer an impartial service and support for the employee. Sharing of best practice of the outcomes, these can be developed into business cases for management training. (These should be anonymous). Outcomes should be used to review and make appropriate adjustments to policies and procedures; this can be done in conjunction with the HR department to ensure business and legal obligations are maintained. Going forward, staff should be trained if required. A needs analysis should be conducted for skills and knowledge. From this performance and development needs and plans can be developed to ensure code of conduct expectations are met. Business needs are met and applied to all staff fairly. All action plans on completion, should be reviewed after a time period to ensure the plan has been embedded. Learnings should be documented, and senior management informed 4. Write a simple policy relating to leave for religious/cultural reasons. Create your own policy document or refer to the Paan2go template as a guide http://plan2go.nctafe.edu.au/intranet/document- library/?cat=6868 . Document title: BSBLDR502_AE_Pro_1of2_LMS Page 16 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

Submit your policy via the learning platform or as an appendix to this assessment. Your policy should be 100-200 words. SEE APENDIX 2 for the policy 5. Provide a specific example of a time when you have adjusted your own interpersonal communication style to meet an organisation’s: a. Cultural diversity. Your response should be approximately 50-100 words. I recently started managing a team of ten staff, most of the team are Muslims. I have had to learn more about the religious festivals and recognise important days for this religious. What has been interesting as I have had conversations about the Bible and the Koran with my team members, there have been so many similarities in some of the passages of both books. I believe it is important as a manager to take an active interest in your team and share their celebrations. It helped to be genuinely listening effectively and respecting the differences between the cultural backgrounds. For example, a couple of months ago it was Ramadan. In our laboratory area, we didn’t have a ‘nice’ area for a praying area, we compromised with a separate office area. It was not ideal, and I emphasised with my team, as we were restricted by the way the building was set up. It was a private area that we all respected as an area of prayer for some of our team. If we had the space, I would set up a wellbeing room for all to use. b. Ethical environment. Your response should be approximately 50-100 words. I noticed that in the team there was a blame culture developing for example, when laboratory tests were being left to the end of day, there was blame between the general microbiology laboratory and registration lab. An ethical environment is an honest environment without staff blaming others or taking about others. A healthy environment was required in the laboratory and in any team environment, the manager should lead by example. Laboratory meetings are held every week in the laboratory, and all staff were encouraged to actively contribute to team issues. It is important to have an open forum where opinions are shared and valued. I see my role as asking clear and relevant questions, digging deeper into the issues and letting the team learn how to resolve the issues. The solutions have to come from the team for them to embrace and ‘make it happen’. The issue in this case was poor understanding of the workflow in the laboratory, and clearer direction was needed from the team leader. Always clear, concise and professional language should always be used, and you must be careful of your non-verbal communication. My office is upstairs to the laboratory, and as a manager, I always go down every morning to say good morning to all the staff, ensure the workload is manageable for the day, and at the end of the day to ensure all has gone well. Whilst I have casuals on call, I prefer to go down to the lab and pour agar plates, plate out samples when I have time. It gives me a sense of where the staff are at, and their general feeling in the lab. c. Strategies to provide support to the work team. Your response should be approximately 50-100 words. In my previous company I had three direct reports and was able to complete one to one meeting’s on a weekly basis with my team. However, my new team has ten members, so I have adapted my one-to-one meetings as quarterly reviews with each of the team. The purpose of the meeting is to find out the individual is getting one, what support do they need. It is also an opportunity to discuss training requirements and give them feedback. Last week Ahmed in my team has his meeting with me, and I was Document title: BSBLDR502_AE_Pro_1of2_LMS Page 17 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

able to provide him feedback on how well he is going as he had recently attained designated signatory in the laboratory. Through our discussion, I was able to determine that he did not aspire to be a laboratory manager, so I suggested to him set himself the standard to be the laboratory expert and to become a trainer. This appealed to Ahmed, as he saw his career to remain as a Microbiologist, and to hone his skills and knowledge within his current environment. Ona weekly basis. We have laboratory meeting where we discuss best laboratory practice, business KPIs and YTD accounts. Reference list Where applicable reference any texts, websites or other documents you referred to in your responses using Harvard referencing. https://www.ag.gov.au/rights-and-protections/human-rights-and-anti-discrimination/australias-anti- discrimination-law https://antidiscrimination.nsw.gov.au/ Document title: BSBLDR502_AE_Pro_1of2_LMS Page 18 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

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Assessment feedback NOTE: Your assessor will provide feedback via the online learning platform. Document title: BSBLDR502_AE_Pro_1of2_LMS Page 19 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

APPENDIX 1 Barr, Emma From: Barr, Emma Sent: Monday, 01 September 2021 10:44 AM To: Jones, John Subject: Guidelines Dear John, Thank you for taking the time for raising the incident with me with reference to your request for leave. The situation that occurred was that you requested the Friday off for personal reasons, and it was denied without an explanation. Thank you for taking the time for raising the incident with me with reference to your request for leave. The situation that occurred was that you requested the Friday off for personal reasons, and it was denied without an explanation. Please refer to the Grievance Procedure that I have attached for your perusal. On agreement of entering this process, it would be an opportune time for you to think about what a successful outcome looks like for you and the business. This can be the basis of our discussions. If you feel the need, please bring along a support person to the first meeting. Kind regards, Emma Barr Your role m: 0491 123 654 emma_barr@plan2go.com 84 Lorimer Street, Docklands, VIC 3004 p: 03 5550 5710 // 1800 975 710 (free) Document title: BSBLDR502_AE_Pro_1of2_LMS Page 20 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

Appendix 2 Leave Policy for Religious/Cultural Reasons Policy purpose: The purpose of this Policy is to define the application of leave for religious and cultural reasons. This policy will assist Plan2go in meeting its obligations for accountability as according to Fair Work Act. Reference Document https://www.fairwork.gov.au/leave/public-holidays/cultural-religious-holidays. Policy authority: This policy has been authorised by the Director and is available to all staff. It has been developed in consultation with staff and will be revised on a regular basis. Policy application: All staff, contractors and consultants must comply with this policy in their conduct of official business for Plan2go. This policy applies to records in all formats, including electronic records. Expected update frequency : Yearly Procedure Plan2go recognise that the business is a culturally and religious diverse workplace, and that staff may wish to celebrate culturally important or religious days and events through the year. Some examples include Diwali, Ramadan, NAIDOC week and Lunar New Year. It is recognised that many of these holidays are not public holidays, which means that employees would like to apply for leave to celebrate these holidays. It would be unlawful to discriminate against an employee on basis of their religion all cultural background. Employees are within their rights to use leave entitlements such as annual or personal leave to celebrate religious holidays. Employees are able to access flexible working arrangements to fulfil their religious obligations. Document title: BSBLDR502_AE_Pro_1of2_LMS Page 21 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

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All applications are to be completed electronically on the software system ‘Preceda’ two weeks prior to the day of leave requested. All employees have the right to feedback of why leave is refused, if there is a business need for the employee to work on this day. Any grievances should be directed through the Grievance Procedure Last revision Aug 2021 Version 1 Document title: BSBLDR502_AE_Pro_1of2_LMS Page 22 of 22 Resource ID:TBS_18_005_BSBLDR502_AE_Pro_1of2_LMS STUDENT NAME:

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