BSBTWK301 Activity 2

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Butuan Doctors' College *

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BSBTWK301

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Marketing

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May 30, 2024

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docx

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Part 2: Report Scenario This month you are working with the front office team to interact and provide assistance to customers and colleagues coming into your workplace, Plan2go . Gelos is an internal customer of Plan2go. A major part of your role is to greet everyone coming into Plan2go and make them feel welcome. You are busy assisting both internal and external customers. You provide travel advice and make reservations for Plan2go customers who are members of the public. You also support your internal clients who require your guidance to book internal and external events, including venues and catering. Colleagues : (People you work with – Plan2go staff) · William Bent – Web Designer – A single parent with two young children. William often misses meetings that are scheduled after 3pm as he is doing the school pickup. · Vaishali Pillay – Regional Sales Manager – Recently had an accident. Vaishali has returned to work; however he will need to use a wheelchair for at least six months. Adjustments are required for Vaishali to move between the chair and the desk.?? · Jacky Lint – Trainee Receptionist – newly employed. Jacky speaks multiple Asian languages and wants to be more proactive at Plan2go , hopefully ensuring a long- term job offer. Internal clients: ( Gelos staff who require your assistance to complete a task) · Melissa Aichroy – Accounts Department – Is booking a meeting room, with lunch provided, but is unsure of how to manage one person’s dietary requirements as they are gluten intolerant. · Stuart Percel – Human Resource Department – Has arranged an external team event at a sports venue. He wants assistance to manage one participant who is vision impaired, and needs to keep their guide dog with them. · Petrus Dlamini – Marketing Department – Has an attendee arriving for a seminar at Gelos . The attendee has advised that he wears a hearing aid due to his hearing impairment Customers : (Non-staff, members of the public – mostly new customers to Gelos ) · Mr Morigami has recently arrived from Asia and has limited English language skills. He would like to speak to someone in finance about his account. · Sam Hayes is a regular visitor to Gelos . Sam identifies as transgender. Sam has complained that there are no transgender facilities available. You want to ensure that inclusive practices are incorporated in Plan2go business operations. Based on the scenario provided, follow the instructions below to select six (6) workplace

situations and identify how legislation, and Plan2go policies and procedures, guide inclusive practices in the workplace. Use the report template ( Appendix 1 ) to document your findings. As you will be preparing a business report, use formal business vocabulary suitable for management to review. Instructions To complete the report you will: · From the scenario, select two (2) colleagues, two (2) internal clients. You will use the two (2) listed customers · Identify the group they represent (colleagues/internal clients/customers) · Describe the characteristics of each situation · Name the appropriate legislation and explain how it applies to each situation (30-40 words) · Identify and explain how Plan2go policies and procedures could apply to each situation. Download the Plan2go policies below: · Code of conduct · Discrimination– Harassment and Workplace Bullying · Equal Employment Opportunity policy · Workforce Diversity Policy

APPENDIX 1: Report Template Sample Name Internal client/ colleague/ customer Characteristics of each situation Leglislation and how this applies Name of Policy and describe how it applies Example: Jasmin Jones Colleague A parent who can only work certain days of the week due to childcare availability. Fair Work Act 2009 FLEXIBILITY After 12 months employment, you can make a written request for flexible working arrangements if you’re 55 or over, a carer, have a disability, are experiencing violence from a family member (or are supporting a family or household member who is), or are the parent of, or have caring responsibilities for, a child of school age or younger. This includes employees returning from parental or adoption leave asking to work part-time to care for the child. Your employer must respond in writing within 21 days. They can only say no on reasonable business grounds. discrimination Act s. Workforce diversity policy A workplace culture that fosters inclusive practices and behaviours for the benefit of all staff, clients and customers Discrimination harassment and workplace bullying policy Indirect discrimination occurs when a policy or practice which applies to everyone has an unequal or disproportionate effect or result on particular groups. Make arrangements for Jasmin to work her available days as long as the essential requirements of her role can be met.

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Report Template : Two (2) Colleagues Colleague Name Job Title Characteristics of each situation Leglislation and how this applies Name of Policy and describe how it applies 1 2 Report Template: Two (2) Internal Clients Internal Client Name Section/Department Characteristics of each situation Leglislation and how this applies Name of Policy and describe how it applies 1 2 Report Template Two : (2) Customers Customer Name Characteristics of each situation Leglislation and how this applies Name of Policy and describe how it applies 1 2

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