BSBLDR502_AE_Sk_2of2_LMS (1)

docx

School

TAFE NSW - Sydney Institute *

*We aren’t endorsed by this school

Course

502

Subject

Management

Date

Jan 9, 2024

Type

docx

Pages

Uploaded by DeanMeerkatMaster1028

Skills Assessment (Event 2 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_Sk_2of2_LMS Page 1 of 15 Resource ID: TBS_18_005_BSBLDR502_Sk_2of2_LMS PHILIPPA GREGORY

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_Sk_2of2_LMS Page 2 of 15 Resource ID: TBS_18_005_BSBLDR502_Sk_2of2_LMS PHILIPPA GREGORY

Assessment instructions Table 1 Assessment instructions Assessment details Instructions Assessment overview The objective of this assessment is to assess your skills as would be required to lead others to improve effective workplace relationships. Assessment Event number 2 of 2 Instructions for this assessment This is a skill-based assessment and will be assessing you on your ability to demonstrate the skills required in the unit. This assessment consists of one part with two tasks: Task 1: Short answer questions Task 2: Meeting role play 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. All parts of the observable task must be performed to a satisfactory level as indicated in the criteria section of the Assessor Observation Checklist. What do I need to provide? Access to:  office equipment  business technology including a computer with relevant Document title: BSBLDR502_AE_Sk_2of2_LMS Page 3 of 15 Resource ID: TBS_18_005_BSBLDR502_Sk_2of2_LMS PHILIPPA GREGORY

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

Assessment details Instructions software and internet  student workbook, training materials and other research you have completed  interaction with others including persons sourced by you to participate in your role play  a video recording device, such as a smartphone. What the assessor will provide Access to:  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 . For online students, this information can alternatively be provided via the online platform on the Assessments page or in the students Training plan. You should allow a minimum of five 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. Document title: BSBLDR502_AE_Sk_2of2_LMS Page 4 of 15 Resource ID: TBS_18_005_BSBLDR502_Sk_2of2_LMS PHILIPPA GREGORY

Assessment details Instructions Contact your Head Teacher for the assessment appeals procedures at your college/campus. Document title: BSBLDR502_AE_Sk_2of2_LMS Page 5 of 15 Resource ID: TBS_18_005_BSBLDR502_Sk_2of2_LMS PHILIPPA GREGORY

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. Setting the scene - short answer questions 2. Conduct a meeting You will be required to use your Action Plan developed from Assessment Event 1 to complete these tasks. Document title: BSBLDR502_AE_Sk_2of2_LMS Page 6 of 15 Resource ID: TBS_18_005_BSBLDR502_Sk_2of2_LMS PHILIPPA GREGORY

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

Part 1: Tasks To complete this part of the assessment, you will be required to answer questions to demonstrate your ability to apply skills and strategies to lead and manage effective workplace relationships. You are required to complete your written responses to questions 1 – 4 in the spaces provided in this document. Please ensure you take note of the volume of response requirement where indicated. Once completed, you will need to submit this assessment to your assessor for marking. Task 1: Setting the scene For this task, the student will be required to complete a series of questions to set the scene for the second task in this assessment event. 1. For each of the elements in the table below, identify at least two of the types of systems, policies or procedures that organisations can develop and implement. Explain how these can be used to support the development of effective workplace relationships. Your responses should be approximately 50-100 words. Types of systems, policies or procedures How they can be used Interpersonal communication styles Code of Conduct Procedure SOPs for customer service For productive and successful business employees have to have strong interpersonal Document title: BSBLDR502_AE_Sk_2of2_LMS Page 7 of 15 Resource ID: TBS_18_005_BSBLDR502_Sk_2of2_LMS PHILIPPA GREGORY

Types of systems, policies or procedures How they can be used and communicati on skills. In workplace communicati on styles can influence our work Social sensitivity is about being mindful of your surroundings and other people. Before you attend a meeting prepare what you want to say, how you will say it and how it will present to others. When others are talking be respectful and listen, and ask questions that show interest. SOPS for customer service are used to standardise the interaction between customers and the customer service department. A script can be written for telephone interaction, to ensure questions are asked in a respectful way to collect the data required without causing undue offence. Networking Networking with internal stakeholders External networking Networking with employees, managers etc help build positive relationships and enhance the accumulation of historical data about a company. This can be done through meetings; informal catch ups ad helps achieves Document title: BSBLDR502_AE_Sk_2of2_LMS Page 8 of 15 Resource ID: TBS_18_005_BSBLDR502_Sk_2of2_LMS PHILIPPA GREGORY

Types of systems, policies or procedures How they can be used organisation and professional goals. This familiarises the manager the business environment. External networks with stakeholders help with organisation growth with suppliers and business networks. LinkedIn provides opportunities for learning and connecting within the business community Social and cultural sensitivity Cultural awareness Policy and Procedure Equal Opportunities Policy Cultural sensitivity is becoming educated on intercultural communication, being aware and learning about other cultures, respecting others religious events and being mindful on any ethnocentric believes you may have. The equal opportunity policy defines the businesses commitment to ensure equality and promote diversity in the workplace. It ensures that no one should be discriminated against due to their background or beliefs, and that staff will be recognised on the quality of their work Consultation Committees Focus Groups Commitee's can be established to specific purposes in the workplace, such as looking at new ways of working, health, and safety in the workplace. They are set up to facilitate cooperation between employees and management. Focus groups are facilitated discussions where a facilitator will look to draw out issues from a group on a topic, such as how easy was it to book a holiday through plan2go website, how can we improve the quality of customer service in the team. Document title: BSBLDR502_AE_Sk_2of2_LMS Page 9 of 15 Resource ID: TBS_18_005_BSBLDR502_Sk_2of2_LMS PHILIPPA GREGORY

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

Types of systems, policies or procedures How they can be used Conflict resolution Grievance Procedure Grievance Policy The grievance procedure is used as a basis as a fair application of work policies and to allow the employee to have a voice. The grievance should be notified, evidence collected, look to work towards a solution through consultation. And come to an agreement that is an acceptable for all parties. The grievance policy is used to outline what a workplace grievance looks like and gives a definition, it can relate to bullying, discrimination, organisational changes etc. It clarifies to the employee what would constitute a grievance. 2. In the context of Plan2go, explain how managers demonstrate professional conduct to gain and maintain the trust and confidence of external contacts. Your response should be approximately 50 – 100 words. Communicating with external networks is more than just exchanging information. There needs to be an understanding of the emotions and intentions behind the information, and effective communication is a two-way process. It is not only about how you convey the message; it is about your integrity of ensuring this information is relayed in a meaningful way and understood by the employee that you deliver it to. The manager should be able to deliver information without creating conflict or destroying trust, and the HR department can advise on the policy and legislative requirements of the Plan2go business. The plan2go needs to maintain trust in their department as helps people to work more effectively as a team as well as independently. It helps the business to achieve its goals and each member of the team will feel a sense of trust with each other. 3. As the leader of your team, explain how you could use networks to support the outcomes of the team and the organisation. Your response should be approximately 50 – 100 words. As a team leader it is important to network and these relationships help to get work done and achieve a goal, especially cross functionally in the business. By exchanging information on work challenges, experiences and goals, the benefit is that as a leader you gain insight on how to improve ways of working and stream line processes, that may not have been Document title: BSBLDR502_AE_Sk_2of2_LMS Page 10 of 15 Resource ID: TBS_18_005_BSBLDR502_Sk_2of2_LMS PHILIPPA GREGORY

considered previously. Becoming an innovative thinker through gathering information from networks, help the plan2go business meets the company goals. By sharing your knowledge with your team empowers the team in growing their understanding of the business and encourages them to be engaged in solutions for improving work methods. 4. Recommend two processes that could be developed to resolve work issues or refer to relevant staff members. Your response should be approximately 50 – 100 words. I would commence a consultation process with the staff members concerned and discuss the options that would look a successfully outcome for both parties. I would then evaluate the options against company policy and give feedback to all the staff concerned. I would encourage the staff involved to discuss the work issue and look for resolutions. This will allow staff who feel they have not been heard to have their view recognised. Solutions from the team are easier to embed and those involved will have more ownership of a successful outcome. Task 2: Meeting - Roleplay Based on the Action Plan from Assessment Event 1 Task 2, you are required to conduct a 10-15 minute meeting in which you will demonstrate how you will communicate with your team to provide feedback on the strategies in the Action Plan and upload the video file as evidence for this part of the assessment. Your meeting can be conducted in your workplace, suitable venue (for example, a classroom) or in an online environment such as MS Teams, Adobe Connect or another medium. Where your meeting is not being assessed real-time by your teacher or assessor, you must record the meeting using a mobile device or other equipment. Use the Video and Audio Upload Instructions ( https://share.tafensw.edu.au/share/file/744af7d4-a241-45e2-adb0-0e13f2fe4950/1/ VideoAssessmentInstructions.pdf ) to assist you with this process. Note: For the demonstration of practical skills, the student must confirm their identity by holding up photo identification, such as a driver’s licence, to the camera at the beginning of each practical demonstration to confirm that the student performing the task is the student enrolled. You are encouraged to rehearse the meeting before completing the assessment. When planning for your meeting, you need to ensure you review the observation checklist, which highlights critical aspects you must demonstrate during the meeting that your assessor needs to observe. Document title: BSBLDR502_AE_Sk_2of2_LMS Page 11 of 15 Resource ID: TBS_18_005_BSBLDR502_Sk_2of2_LMS PHILIPPA GREGORY

It will be helpful for you to review the case studies in Assessment Event 1, review the current workplace policies introduced in the case studies and brief your meeting participants on their roles during the meeting. You are encouraged to rehearse the meeting before completing the assessment. You will need a minimum of three meeting participants (including you). Document title: BSBLDR502_AE_Sk_2of2_LMS Page 12 of 15 Resource ID: TBS_18_005_BSBLDR502_Sk_2of2_LMS PHILIPPA GREGORY

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

Meeting participants: 1. You are an HR Officer and a member of the People and Culture Crew. During the meeting you will be required to ensure that the following criteria are demonstrated:  Effectively facilitated the meeting  Created an inclusive environment and considers the diversity of the group  Managed conflicts and disputes  Outlined action items  Provided guidance and support  Introduced supporting material at appropriate times to support discussions. 2. Customer contact officer 1 - John Jones You asked your team leader for leave on a particular Friday for religious and cultural reasons. Based on your team leaders’ response you phoned Emma Barr to complain. You are very interested to know the outcome of the action plan. 3. Customer contact officer 2 (Sean Mathews) As the originator of the ‘Work from Home’ policy, you feel you have played an important part in the subsequent conflict that has developed. You are very keen to hear how the issues can be resolved. Submission Students are required to submit this document and their video evidence to the online learning platform. Document title: BSBLDR502_AE_Sk_2of2_LMS Page 13 of 15 Resource ID: TBS_18_005_BSBLDR502_Sk_2of2_LMS PHILIPPA GREGORY

Assessor observation checklist, Task 2 This checklist will be used by your assessor to assess your performance. Use this checklist to understand what skills you need to demonstrate in the role play. All the criteria must be met. Your discussion will be used as part of the overall evidence requirements of the unit. The assessor may contact you to ask questions after the activity has been completed. Table 2 – Student and assessor details Student name Student number Assessor signature Date signed Table 3 – Workshop details Event 2, Task 2 Action Plan Strategies Date of meeting Assessor name Length of meeting Table 4 - Assessor observations Task/activity performed S U/S Assessor feedback 1. Communicates information on the action plan, strategies and work responsibilities ☐ ☐ 2. Provides feedback to employees on outcomes of consultation ☐ ☐ 3. Gains the trust of the team through professional conduct ☐ ☐ 4. Uses appropriate communication style and behaviour to meet the organisation’s cultural diversity and ethical environment ☐ ☐ 5. Identifies and resolves conflicts and other difficulties according to organisational policies and procedures ☐ ☐ 6. Implements a plan to address difficulties ☐ ☐ 7. Provides guidance, counselling and support to assist co-workers in resolving work difficulties ☐ ☐ 8. Implements policies to ensure that the organisation’s cultural diversity and ethical values are adhered to ☐ ☐ Document title: BSBLDR502_AE_Sk_2of2_LMS Page 14 of 15 Resource ID: TBS_18_005_BSBLDR502_Sk_2of2_LMS PHILIPPA GREGORY

Table 5 - Assessor observation additional comments Additional comments Assessment feedback NOTE: Your assessor will provide feedback via the online learning platform. Document title: BSBLDR502_AE_Sk_2of2_LMS Page 15 of 15 Resource ID: TBS_18_005_BSBLDR502_Sk_2of2_LMS PHILIPPA GREGORY

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

BSBLDR502_AE_Sk_2of2_LMS (1)

Related Documents