BSBLDR502 Lead and manage effective

workplace relationships
ASSESSMENT COVER SHEET

Student ID Student Name

First Name: Stephania

mv090969
Last Name: Jimenez Parra

Student’s declaration:
By submitting this assessment, you are acknowledging and agreeing to the following conditions:
Please check each item in the box, if you agree.

✔ I have read and understood the details of the assessment.

I have been informed of the conditions of the assessment and the appeals process and
✔ understand I may appeal if I believe the assessment is not equitable, fair or just.

✔ I agree to participate in this assessment, and I am ready to be assessed.

I declare that the attached is my own work or in collaboration with other members of a group
✔ as required.
I have acknowledged all sources where appropriate in accordance with ILSC’s Academic
✔ Integrity Policy, and I believe other group members have done the same.

Submitting your assessment: Complete all assessment tasks, save, and upload in Moodle for grading. Please
view the videos on submitting work through Moodle in the FAQ section of your VET Orientation course. Check
Moodle grades and feedback on your submission. You will receive an email notification when your assessment
has been graded.

Assessor’s acknowledgement:
Please verify each of the following principles of assessment by placing a tick in each box. Refer to the
assessor's handbook for further information if required.

Authentic: The assessor is assured that the evidence presented for assessment is the learner’s
✔ own work.

Valid: The assessor is assured that the learner has the skills, knowledge and attributes as
✔ described in the module or unit of competency and associated assessment requirements.
Current: The assessor is assured that the assessment evidence demonstrates current
✔ competency. This requires the assessment evidence to be from the present or the very recent
past.
Sufficient: The assessor is assured that the quality, quantity and relevance of the assessment
✔ evidence enable a judgement to be made of a learner’s competency.

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How to work through your assessment

Your assessment is designed to assess your performance of competency for the unit BSBLDR502
Lead and manage effective workplace relationships, Release 1. Your assessor will help you fully
understand assessment requirements for this unit.
The features of this assessment are detailed in the following table.

Features of the
assessment Explanation
resource

Assessment This unit describes the skills and knowledge required to lead and
information and manage effective workplace relationships. It applies to individuals in
scope leadership or management who have a prominent role in establishing
and managing processes and procedures to support workplace
relationships, taking into account the organisation’s values, goals and
cultural diversity.
At this level work will normally be carried out within complex and
diverse methods and procedures, which require the exercise of
considerable discretion and judgment, using a range of problem-solving
and decision-making strategies.
The key outcomes are:
§ Manage ideas and information
§ Establish systems to develop trust and confidence
§ Manage the development and maintenance of networks and
relationships
§ Manage difficulties to achieve positive outcomes

Assessment To demonstrate competency, you must successfully complete all

overview assessment tasks.
Task 1: Online Moodle Quizzes
Task 2: Questioning
Task 3: Project: Leading and managing effective workplace
relationships at BizOps Enterprises
Task 4: Observation

Complete the ü Task 1: Online Moodle Quizzes

following tasks You will be completing online Moodle quizzes for each topic to
demonstrate your knowledge of the unit requirements. These are self-
marking.
ü Task 2: Questioning
You will be demonstrating a sound knowledge of the unit requirements
in your responses to short and long answer questions.

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ü Task 3: Project: Leading and managing effective workplace

relationships at BizOps Enterprises
You will be demonstrating the required skills and knowledge by
completing a scenario-based project.
ü Task 4: Observation
Your performance will be documented while being observed by your
assessor in a simulated off-the-job situation that reflects the workplace.

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TASK 1- Please complete the following online quizzes

on Moodle:
§ Topic 1 Online Quiz
§ Topic 2 Online Quiz
§ Topic 3 Online Quiz

TASK 2: Questioning
Purpose You will demonstrate a sound knowledge of the unit
requirements in your responses.

Instructions to the All questions must be answered satisfactorily for Task 2 to be

candidate completed satisfactorily.
There is no restriction on the length of the question responses.
You must complete all questions unassisted by the assessor or
other personnel, but may refer to reference material as needed.

Resources required You may use the learning resource and relevant WHS documents
to research information when answering questions.

Assessment Assessment will be conducted in a safe environment where

conditions evidence gathered demonstrates consistent performance of
typical activities experienced in the management and leadership
field of work and include access to:
ž relevant workplace documentation and resources
ž interaction with others.

Reasonable If you are unable to respond to the questions in written form, an

adjustment interview may be used as an alternative approach if negotiated
with your assessor.

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Please provide answers to the following questions:

1. Describe how you could source, analyse and share information with your team about work
responsibilities.

Frontline managers are responsible for communicating ideas and information to team members
about a range of situations, including work responsibilities. Information that must be regularly
communicated to the work group includes organisational requirements in terms of standards,
values, policies and procedures; and new ideas and information relevant to team member
responsibilities.
It is essential that frontline managers possess the skills and ability to:

gather and organise suitable information from appropriate sources

analyse and share the information and ideas with the work team
communicate ideas and information with consideration for a particular audience
support and motivate work colleagues.
2. List two consultation methods you could use to receive information and feedback from your
team.

Meeting:Discuss the issues as an agenda item during a regular meeting and ask for the relevant
parties to provide their views.
Hold a special meeting of selected people with the sole focus on addressing issues related to
operational planning needs.
Have a set agenda, a chairperson, a note taker and protocols for behaviour if necessary.

Brainstorming:Set up an open forum where people provide input and ideas on given issues. A key
part of this approach is that no analysis or negative judgment of any ideas should occur.

3. List two ways you could give feedback to your team about the consultation process outcomes

Methods of communication can include:

advertising or informing through the press, radio or television

direct phone communication or personal communication
meetings of shareholders.

4. Describe how you could ensure that issues raised are resolved promptly or referred to
relevant personnel

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Managers must develop and implement specific processes to ensure that any organisational issues
raised are resolved promptly or referred to relevant personnel. A functional consultative working
environment underpins the effective resolution of workplace issues. Within this environment,
frontline managers must ensure the organisation’s consultation strategies help to raise, address and
resolve issues promptly.

5. Describe how you could ensure that your organisation’s cultural diversity and ethical values
are adhered to

Frontline managers must establish and implement policies to ensure their organisation’s cultural
diversity and ethical values are adhered to.
Many organisations put considerable thought into organisational values, the way they should
operate, and how they would like their employees to interact with internal and external contacts.
From this process, one or more documents may be created that outline the organisation’s
philosophies and the standards that management and staff are expected to adhere to.
Organisations may also have standards implied in the general way they go about their business.
They must also comply with the relevant standards expressed in legislation and regulations affecting
their operations. Written, implied and legislative standards generally fall into the categories of social,
ethical or busines

6. Through your professional conduct, list two ways you could gain the trust and confidence of
your work colleagues and external contacts.

rust must be earned as a result of conscious decisions about how to act, treat others, approach
human relationships and perform your work.

Studies have shown that one of the key qualities leading to superior organisational performance is a
culture characterised by trust-based working relationships. Frontline managers need to encourage
their team members to follow examples set and adjust their interpersonal styles and methods to
generate employee

An effective manager will gain and maintain the trust and confidence of colleagues and external
contacts through professional conduct.
Successful business relationships are forged by gaining the trust and confidence of everyone you
7. How could you adjust your own interpersonal communication style to meet your
deal with (your team members, colleagues, management, customers, suppliers and other business
organisation's cultural diversity and ethical environment?
contacts). When trust breaks down, individuals act only with their own interests in mind, not those of
the
team. Lack of confidence in each other quickly leads to those outside also losing confidence in
Every organisation has its own particular cultural and ethical environment. This often gives rise to
the organisation.
the
A leader is thenorms
unwritten regarding
role model the organisation’s
by which styleinfluenced.
the team is most of operation and are
There the certain
ways management
behaviours youand
staff make
can aim to decisions,
model in theapproach
way youtheir workyour
perform functions,
work tointeract with each
encourage other and behave
high performance within
by your teamthe
workplace.
members and gain their confidence. This operative model flows on to those outside the
Frontline managers
organisation. There play a major
is a direct part in creating
correlation betweenconditions for effective
how employees view working relationships
the organisation by
and how
adjusting their own
outsiders view it. interpersonal communication styles to meet the organisation’s cultural and
ethical environment, and by guiding and supporting their team members in their own personal
adjustment
Once a leaderprocess.
has lost the confidence of their employees, the messages that frontline staff deliver to
customers and other external contacts can be affected.

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8. Describe how you could support your work colleagues in adjusting their own interpersonal
communication styles.

Every organisation has its own particular cultural and ethical environment. This often gives rise to
the unwritten norms regarding the organisation’s style of operation and the ways management and
staff make decisions, approach their work functions, interact with each other and behave within the
workplace.
Frontline managers play a major part in creating conditions for effective working relationships by
adjusting their own interpersonal communication styles to meet the organisation’s cultural and
ethical environment, and by guiding and supporting their team members in their own personal
adjustment process.

9. List two ways you could use networks to build workplace relationships.

Effective frontline managers will use networks to build workplace relationships, providing identifiable
outcomes for the team and the

Networking means developing and managing connections for mutual benefit. It is the process of
making and using a number of contacts – whether for business, professional development, personal
or social purposes. It is founded on the human instinct to connect with people, share what you know
and find strength in numbers.

10. Describe how you could make the most of your networking opportunities to ensure that
workplace relationships are developed and maintained.

Networking should never be seen as an opportunity for the ‘hard sell’. Rather, it should stem from a
desire to give and receive support. Developing rapport and establishing goodwill are essential first
steps when you are introduced to someone new – you should try to get to know your contacts on a
personal basis. If you do not appear to be genuinely interested in the person and are focused only
on how they can be of use to you, such as via a quick sale or access to who they know, your
networking will not be effective. Be prepared to spend time interacting with others and always offer
help when you can.

11. Describe the process you follow to identify and resolve difficulties in workplace
relationships, including an action plan.

Identify the problem. A workplace problem or difficulty may be something you have personally
experienced or observed, or it could also be something a team member or person outside the team
has raised with you.
Many problems are mildly troublesome, such as a malfunctioning printer, while others can be more
complex, such as bullying or harassment. Your goal should be to accurately identify the extent of the
problem by gathering the facts, speaking with the relevant people and establishing the causes, while
avoiding making assumptions and acting on hearsay.

Gather the facts, do not purely on hearsay, speaj with relevant people, establish the cases and
avoid making assumptions.

Analyse the problem before taking action. Sometimes the biggest challenge to overcome is the urge
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beginning rather than the end of the process. A knee-jerk reaction or automatic response often


12. Describe how you could manage workplace conflict constructively, in accordance with your
organisation’s policies and procedures.

Conflict should be dealt with sensitively and quickly. However, you should suppress any tendency to
use your authority to make a unilateral decision too quickly or to interfere in a situation that should
be resolved between the individuals. Follow the problem-solving steps outlined previously to
investigate the issue, determine whether or not you should take action and define your options for
rectifying the situation.
Your organisation is likely to have set procedures for handling conflict.

Procedure for handling conflict may include:

arranging a time for the relevant parties to meet to discuss the situation
explaining the need for commitment and cooperation between team members in order to achieve
common goals
13. List two ways you could support work colleagues to manage difficulties in the workplace.
providing opportunities for resolution such as brainstorming potential solutions

explaining the organisation’s processes if a resolution cannot be achieved.

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TASK 3 – Project: Leading and managing effective

workplace relationships at BizOps Enterprises
Purpose You will demonstrate your skills and knowledge by completing a
scenario-based project.

Task overview You receive an email from Sarah Voss, Customer Service Manager.
and context Subject: Customer service assistant complaint
Hello,
Gina Harris, Human Resources Manager, has advised me that one of our
customer service assistants has made a complaint to the human
resources department. Trevor claims to be experiencing age
discrimination from his work colleagues. Trevor says that for two years
he has been subjected to offensive comments regarding his age. He
claims, for example, that he was called ‘old’ and ‘expired’ and was
subjected to a betting game about his possible age of retirement.
Trevor also claims that the persistent comments have caused him much
distress and isolation within his team.
As Trevor is one of your team members, directly reporting to you, I
need you to follow-up and produce a response that clearly identifies the
key issue; recommends ways to resolve any conflict; and promotes the
organisation’s cultural diversity and ethical environment within your
team. Trevor’s employee profile is provided below.
Please access the relevant BizOps policies and conflict resolution
procedures to assist you in dealing with this issue.
Regards,
Sarah Voss
Customer Service Manager

Employee Trevor is employed as a customer service assistant at BizOps. He is 66

profile: Trevor years old and is unsure as to what age he will retire. He has worked at
BizOps for more than 10 years and participates in mandatory workplace
training every 12 months.
Trevor’s role is to receive and respond to incoming telephone calls and
emails from BizOps customers.

Instructions Please read the ‘Project tasks & instructions’ section that follows. This
explains everything the company would like you to do.
To complete the project, you will be using the following BizOps
documents. See instructions in “Resources required” section below on
how to access these:
ž Equal opportunities policy
ž Conflict resolution procedures

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You must complete the project unassisted by the assessor or other

personnel, but may refer to reference material as needed.

Resources The following BizOps Enterprise policies and procedures are required
required for this project to be completed:
Access these documents from Moodle Assessment tab for this unit.
o Equal opportunities policy.pdf
o Conflict resolution procedures.pdf

Assessment Assessment will be conducted in a safe environment where evidence

conditions gathered demonstrates consistent performance of typical activities
experienced in the management and leadership field of work and
include access to:
§ relevant legislation, regulations, standards and codes
§ relevant workplace documentation and resources
§ interaction with others.

Reasonable If you are unable to undertake the project assessment as designed,

adjustment please speak to your assessor.

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Project tasks & instructions:

In this project, you will be responding to each of the following tasks. You will give information
for tasks 1 to 4 using the fields provided. Develop a single word-processed document for tasks 5
& 6 with page numbers, headings for each task point and your name and student ID in the
header section of your document. In task 7, you will develop a slide presentation as part of a
group. Submit your document and presentation slides online with your assessment.

1. Summarise in dot-points the key issues relating to the situation and describe how they relate
to/impact Trevor’s work responsibilities.

2. Plan and list the steps you will take to manage Trevor’s complaint promptly and describe how
these comply with the BizOps policies and procedures.

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3. Describe how you would ensure that consultation processes would provide opportunities for
Trevor (and any other relevant BizOps staff) to contribute to the issue an appropriate manner.

4. Describe how you will provide feedback to Trevor and other staff on the consultation process
outcomes.

5. Develop an issue management process to ensure that the issues raised be resolved promptly
and/or referred to relevant personnel. Compile the information into a word-processed
document using the following as a guide:
§ Symptoms – early warning signs of the issue
§ Facts – identify the problem by gathering the facts, determining who is involved, talking
to relevant people and establishing causes
§ Analysis – evaluate the extent of the issue, determine the potential implications,
consider the interests of all those affected and ensure adherence to the BizOps anti-
discrimination equal opportunity policy, conflict resolution procedures and legislative
requirements
§ Options for resolution – define and evaluate options for resolution in consultation with
relevant personnel and determine the best course of action

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§ Action plan – develop a plan of action, implementing the solutions within BizOps’s
organisational processes, and follow-up to ensure implementation
§ Monitor outcomes – describe the process to monitor action plan outcomes, including
ongoing support, counselling or guidance to assist co-workers in resolving their work
difficulties

6. Prepare a report that describes how you display professional leadership behaviour through
your own conduct. Include:
§ ways you could or do gain and maintain the trust and confidence of colleagues and
external contacts
§ methods you use or could use to adjust your own interpersonal communication style to
meet the BizOps organisation's cultural diversity and ethical environment
§ techniques you use or could use to guide and support team members in their own
personal adjustment process.

7. Group task
You will be participating in a group (3 or 4 participants) to create and deliver a presentation
on age discrimination, promoting the organisation’s cultural diversity and ethical environment
to BizOps team members. You will be using presentation software to create at least 10 to 15
slides covering the following topics:
ž Understanding the law
ž BizOps Equal opportunities policy
ž Managing conflict constructively within the team
ž Building effective workplace relationships

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TASK 4: Observation
Purpose Your performance will be documented while being observed by your
assessor.

Observation You will be delivering a 15 to 20-minute presentation using slides

instructions from task 7 of the project as part of your group. Your presentation
will take place in a simulated work environment and class members
will act as members of your work team at BizOps enterprises.
Your assessor will assess your required skills and knowledge while
observing your performance during your group work and
presentation according to the observation checklist below.

Resources required The following materials and recourses are required for this
observation to be undertaken:
o Equal opportunities policy.pdf
o computer and electronic presentation software
o display monitor
o access to the internet

Assessment Assessment will be conducted in a safe environment where evidence

conditions gathered demonstrates consistent performance of typical activities
experienced in the management and leadership field of work and
include access to:
§ relevant workplace documentation and resources
§ interaction with others.

Reasonable If you are unable to undertake the observation assessment as

adjustment designed, please speak to your assessor.

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Observation Checklist

You will be assessed according the following criteria:

Conducting planning to develop and maintain effective workplace relationships

Implementing strategies to communicate information about work responsibilities

Building trust and positive working relationships to support others

Using networks to build workplace relationships

Facilitating feedback to employees

Demonstrating professional conduct to maintain the trust and confidence of others by:

ž adjusting interpersonal communication styles to meet organisational and individual needs, and
support others

ž managing conflict constructively

ž guiding, counselling and supporting co-workers

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