Contents
Assessment information 3
Assessment instructions 4
Student assessment agreement 7
Assessment Task 1 Cover Sheet 8
Assessment Task 1: Written questions 9
Assessment Task 1 Instructions as provided to students 11
Assessment Task 1 Checklist 12
Assessment Task 2: Policies and procedures development project 13
Assessment Task 2 Instructions as provided to students 15
Assessment Task 2 Checklist 19
Assessment Task 3: Networking and professional development project 21
Assessment Task 3 Instructions as provided to students 22
Assessment Task 3 Checklist 24
Assessment Task 4: Managing workplace difficulties project 25
Assessment Task 4 Instructions as provided to students 27
Assessment Task 4 Checklist 29
Final results record 31
Assessment information
The assessment tasks for BSBLDR502 Lead and manage effective workplace relationships are included in this Student Assessment Tasks booklet and outlined in the assessment plan below.
• To be assessed as competent for this unit, you must complete all of the assessment tasks satisfactorily.
Assessment plan
Assessment Task Overview
1. Written questions You must correctly answer all questions.
2. Policies and procedures development project You must develop a Code of Conduct, Workplace Communication and Consultation Policy and Procedure and Dispute Resolution Policy and Procedure.
3. Networking and professional development project You must identify networks suitable for a Manager and develop a networking and professional development plan, as well as participate in and report on a networking opportunity.
4. Managing workplace difficulties project You must participate in a role-play regarding a difficult workplace situation.
Assessment preparation
Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for clarification if you have any questions.
When you have read and understood this unit’s assessment tasks, print out the Student Assessment Agreement. Fill it out, sign it and hand it to your assessor, who will countersign it and keep it on file.
Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.
Assessment appeals
If you do not agree with an assessment decision, you can make an assessment appeal as per your RTO’s assessment appeals process.
You have the right to appeal the outcome of assessment decisions if you feel you have been dealt with unfairly or have other appropriate grounds for an appeal.
Assessment instructions
Each assessment task in this booklet consists of the following:
Assessment Task Cover Sheet
This must be filled out, signed and submitted with your assessment responses.
If you are submitting hardcopy, the Assessment Task Cover Sheet should be the first page of each task’s submission.
If you are submitting electronically, print out the Assessment Task Cover Sheet, fill it out, sign it and then scan and submit the file.
The Assessment Task Cover Sheet will be returned to you with the outcome of the assessment, which will be satisfactory (S) or unsatisfactory (U). If your work has been assessed as being not satisfactory, your assessor will include written feedback on the Assessment Task Cover Sheet giving reasons why. Your assessor will also discuss this verbally with you and provide advice on reassessment opportunities as per your RTO’s reassessment policy.
Depending on the task, this may include
• resubmitting incorrect answers to questions (such as written questions and case studies)
• resubmitting part or all of a project, depending on how the error impacts on the total outcome of the task
• redoing a role play after being provided with appropriate feedback about your performance
• being observed a second (or third time) undertaking any tasks/activities that were not satisfactorily completed the first time, after being provided with appropriate feedback.
Assessment task information
This gives you:
• a summary of the assessment task
• information on the resources to be used
• submission requirements
• resubmission opportunities if required.
Assessment task instructions
This includes questions you will need to answer or tasks that you need to complete.
Your answers must be typed using software as indicated in the assessment task Instructions.
Copy and paste each task’s instructions into a new document and use this as the basis for your assessment task submission. Include this document’s header and footer.
If you are submitting electronically, give the document a file name that includes the information as indicated in the section called ‘Naming electronic documents’ (see below).
Naming electronic documents
It is important that you name the documents that you create for this Assessment Task in a logical manner.
Each should include:
• Course identification code
• Assessment Task number
• Document title (if appropriate)
• Student name
• Date it was created
For example, BSBLDR502 AT3 Networking Report Joan Smith 20/10/20.
Icons
Icons are used in task instructions to indicate three of the common stages within the task.
This icon indicates that you will need to meet with your assessor (and possibly other students) to complete a meeting or role play.
This icon indicates that you will need to communicate via email or send documents to via email.
This icon indicates that you will need to submit an item of evidence.
This icon indicates all other stages during the task, which may include research, developing documents, brainstorming ideas and so on.
Additional resources
You will be provided with the following resources before you begin each assessment task.
Assessment Task 2:
• Style Guide
Assessment Task 3:
• Professional Development and Networking Plan Template
• Networking Report Template
Assessment Task 4:
• Right Smart Cultural diversity in the workplace Muslim employers checklist
• Action Plan Template
Checklist
This will be used by your assessor to mark your assessment. Read through this checklist as part of your preparation before beginning the assessment task. It will give you a good idea of what your assessor will be looking for when marking your responses or observing your performance.
Student assessment agreement
Make sure you read through the assessments in this booklet before you fill out and sign the agreement below.
If there is anything that you are unsure of, consult your assessor prior to signing this agreement.
Have you read the assessment requirements for this unit? • Yes • No
Do you understand the requirements of the assessments for this unit? • Yes • No
Do you agree to the way in which you are being assessed • Yes • No
Do you have any specific needs that should be considered • Yes • No
If so, explain these in the space below.
Do you understand your rights to reassessment? • Yes • No
Do you understand your right to appeal the decisions made in an assessment? • Yes • No
Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature
Date
Assessment Task 1 Cover Sheet
Student declaration
To be filled out and submitted with assessment responses
• I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s).
• I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me.
• I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration
• I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.
Assessor name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N
Feedback
Student result response
• My performance in this assessment task has been discussed and explained to me.
• I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
Assessment Task 1: Written questions
Task summary
This is an open-book test, to be completed in the classroom.
A time limit of 1 hour to answer the questions is provided.
You need to answer all of the written questions correctly.
Your answers must be word processed and sent to the assessor as an email attachment.
Required
• Access to textbooks and other learning materials.
• Computer with Microsoft Office and internet access.
Timing
Your assessor will advise you of the due date of this assessment.
Submit
• Answers to all questions.
Assessment criteria
All questions must be answered correctly in order for you to be assessed as having completed the task satisfactorily.
Resubmission opportunities
You will be provided feedback on your performance by the assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you with written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Reassessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel you have been dealt with unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.
Written answer question guidance
The following written questions use a range of “instructional words” such as “identify” or “explain”, which tell you how you should answer the question. Use the definitions below to assist you to provide the type of response expected.
Note that the following guidance is the minimum level of response required.
Analyse: when a question asks you to analyse something, you should do so in detail, and identify important points and key features. Generally, you are expected to write a response one or two paragraphs long.
Compare: when a question asks you to compare something, you will need to show how two or more things are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected to write a response one or two paragraphs long.
Contrast: when a question asks you to contrast something, you will need to show how two or more things are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write a response one or two paragraphs long.
Describe: when a question asks you to describe something, you should state the most noticeable qualities or features. Generally, you are expected to write a response two or three sentences long.
Discuss: when a question asks you to discuss something, you are required to point out important issues or features and express some form of critical judgement. Generally, you are expected to write a response one or two paragraphs long.
Evaluate: when a question asks you to evaluate something, you should put forward arguments for and against something. Generally, you are expected to write a response one or two paragraphs long.
Examine: when a question asks you to examine something, this is similar to “analyse”, where you should provide a detailed response with key points and features and provide critical analysis. Generally, you are expected to write a response one or two paragraphs long.
Explain: when a question asks you to explain something, you should make clear how or why something happened or the way it is. Generally, you are expected to write a response two or three sentences long.
Identify: when a question asks you to identify something, this means that you are asked to briefly describe the required information. Generally, you are expected to write a response two or three sentences long.
List: when a question asks you to list something, this means that you are asked to briefly state information in a list format.
Outline: when a question asks you to outline something, this means giving only the main points, Generally, you are expected to write a response a few sentences long.
Summarise: when a question asks you to summarise something, this means (like “outline”) only giving the main points. Generally, you are expected to write a response a few sentences long.
Assessment Task 1 Instructions as provided to students
Provide answers to all of the questions below:
1. Identify five ways in which workplace systems and policies and procedures can assist in building effective relationships.
2. Workplace policies and procedures are often based on legislation and regulations. Discuss the purpose of each of the following Acts and for each Act explain why the Act is important for ensuring effective workplace relationships.
• Age Discrimination Act 2004
• Disability Discrimination Act 1992
• Fair Work Act 2009
• Racial Discrimination Act 1975
• Sex Discrimination Act 1984
3. Explain how effective problem-solving and conflict resolution strategies, policies and procedures techniques can support the identification and resolution of workplace problems, thus maintaining effective workplace relationships.
4. Explain the purpose of a workplace Code of Conduct and how it can assist in ensuring a harmonious workplace and the way in which staff interact and communicate with each other.
5. Many workplaces encourage their staff to build networks both internally and externally to the organisation. This may be through online networks, such as LinkedIn, or by engaging with the community and other services or business that may be of benefit to the organisation. Furthermore, professional development processes encourage staff to meet new people by attending conferences, training sessions and other events.
Discuss three reasons why networking can lead to a more productive and effective workplace environment.
6. Not everyone is the best at communicating or interacting with other people. A workplace will consist of people from different backgrounds and cultures, those with different life, education and work experiences, those with varying abilities and needs. Some organisations have in place a variety of systems and supports for its staff. These may relate to staff wellbeing/ employee assistance programs, training in soft skills such as communication and interpersonal skills, diversity training, and so on.
Explain how these types of processes can assist staff to work more effectively together.
7. Explain the value of consulting with employees on topics such as workplace issues, innovation, diversity, work health and safety, and professional development.
8. Explain the requirements under Modern Awards to consult with employees, including the circumstances in which consultation is required and the steps that must be taken by employers in consulting with employers.
Assessment Task 1 Checklist
Student’s name:
Did the student provide a sufficient and clear answer that addresses the suggested answer for the following? Completed successfully? Comments
Yes No
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Task outcome: • Satisfactory • Not satisfactory
Assessor signature:
Assessor name:
Date:
Assessment Task 2: Policies and procedures development project
Task summary
For this assessment task you are required to assume the role of General Manager of Accountancy Victoria and develop workplace policies and procedures.
This assessment is to be completed in the simulated work environment in the RTO.
Required
• Access to textbooks and other learning materials
• Computer with Microsoft Office and internet access
• Access to the internet for research and to review relevant legislation, for example:
https://www.fairwork.gov.au/how-we-will-help/templates-and-guides/best-practice-guides/effective-dispute-resolution
• Style Guide
Timing
Your assessor will advise you of the due date of these submissions.
Submit
• Email with the following documents attached:
o Code of Conduct
o Workplace Communication and Consultation Policy and Procedures
o Dispute Resolution Policy and Procedures
• Email with the following documents attached:
o Revised Code of Conduct
o Revised Workplace Communication and Consultation Policy and Procedures
o Revised Dispute Resolution Policy and Procedures
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.
Resubmission opportunities
You will be provided feedback on your performance by the assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you with written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Reassessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.
Assessment Task 2 Instructions as provided to students
Complete the following activities:
Carefully read the following scenario.
Accountancy Victoria is based in Footscray, a suburb of Melbourne, and provides accountancy and bookkeeping services for a range of clients.
Accountancy Victoria was established by two Directors who are the Senior Accountants for the company. Other staff employed are: three accountants, a bookkeeper and an Officer Manager. The company is expanding due to the demand for accountancy services and will employ a further three senior accountants in the next 2 months, as well as an Officer Manager and Client Services Coordinator.
You have recently been appointed as the General Manager of Accountancy Victoria. Your role is to manage the day to day operations of the company. The first task you have been allocated is to establish formal systems and processes for a range of areas, as currently most of the company’s systems and processes are informal.
To start the process of creating formal systems and processes, you have been asked to develop systems and processes for workplace communication, consultation, as well as a Code of Conduct and dispute resolution processes.
Each document must be written in clear and concise English, be professionally presented, grammatically correct and error free. The document should also be written according to the Style Guide and be of approximately 2 pages.
1. Develop a Code of Conduct.
The purpose of the Code of Conduct is that the staff at Accountancy Victoria are aware of, and follow, the standard of behaviour expected of them in relation to their fellow employees, as well as clients.
Use the Internet to identify and review staff Codes of Conduct from other, similar organisations.
Your staff Code of Conduct must be in your own words and include:
• Introduction: purpose of the Code
• Scope: who it applies to
• Details of expected personal and professional behaviour (as a minimum, this should address a range of ethical behaviours, as well as behaviours appropriate to working within a diverse workplace, including expectations in relation to cultural differences)
• Conflict of interest requirements
• Gifts, benefits and hospitality
• Outside employment and consulting
• Use of social media
2. Develop Workplace Communication and Consultation Policy and Procedures.
Your policy and procedure should describe the mechanisms that will be used for internal communications, as well as how staff can provide input into a range of workplace related matters. Your research could include a review of other workplace communication or consultation policies and/or procedures.
The document you develop must be in your own words, and about two pages long.
The policy and procedures should include, at a minimum, the following information:
• Purpose
• Scope
• Communication strategies for communicating with staff: type, purpose and frequency. You should include at least four strategies in your policy and procedure.
• Communication protocols for meetings in relation to sending out of agendas and writing up of minutes.
• Consultation process: ways in which staff can contribute to workplace issues (e.g. surveys, suggestion forms, etc.). You must include at least three. Provide specific detail about the consultation mechanism. For example, for a suggestion box – indicate the location of the box and how suggestions will be recorded and actioned.
3. Develop Dispute Resolution Policy and Procedures.
The dispute resolution policy and procedures need to be established so that all staff are aware of what dispute resolution procedures are in place.
The dispute resolution policy and procedures need to address the following:
• Purpose of the policy
• Scope: who it applies to
• What constitutes a dispute
• Responsibilities of managers in disputes
• Responsibilities of employees in disputes
• The process by which a dispute will be handled.
You may review dispute resolution policies and procedures to guide the development of your document. However, the document must be in your own words.
Ensure that you review the link provided under “Required” to ensure that your policy and procedures considers relevant legislation.
4. Send an email to staff (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
The email should provide a clear and simple summary of the attachments and invite staff to provide feedback.
You know that some staff will be concerned about the implementation of these new procedures and processes. It is important that you explain the need for these documents and why they will be a key part of building a strong, respectful and supportive work environment.
As the staff have varying levels of education and the bookkeeper’s first language is not English, ensure your email is written in plain English so as to be easily be understood by all recipients.
The staff (your assessor) will provide you with feedback, which you should incorporate into your documents.
Attach the following to the email.
• Code of Conduct
• Workplace Communication and Consultation Policy and Procedures
• Dispute Resolution Policy and Procedures
5. Revise your workplace documents.
Update your code of conduct and policies and procedures, incorporating feedback that you have received from staff.
Save these documents as:
• Revised Code of Conduct
• Revised Workplace Communication and Consultation Policy and Procedures
• Revised Dispute Resolution Policy and Procedures
6. Send an email to staff (your assessor)
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
The email should summarise the feedback that was provided and how this has been incorporated into the revised documents.
As the staff have varying levels of education and the bookkeeper’s first language is not English, ensure your email is written in plain English so as to be easily be understood by all recipients.
Attach the following to the email:
• Revised Code of Conduct
• Revised Workplace Communication and Consultation Policy and Procedures
• Revised Dispute Resolution Policy and Procedures
Assessment Task 2 Checklist
Student’s name:
Did the student: Completed successfully? Comments
Yes No
Research and analyse information to formulate workplace policies and procedures?
Prepare workplace policies and procedures in the required format and style including:
• Professional presented
• Error free
• Grammatically correct
• Following style guide
• Own words
• Approximately 2 pages
Develop a Code of Conduct to ensure that expected behaviour is adhered to by all employees?
Ensure that the organisation’s cultural diversity and ethical values are included in the Code of Conduct?
Develop workplace communication and consultation policy and procedures to facilitate participation by staff?
Develop a dispute resolution procedure to facilitate the resolution of workplace issues?
Communicate all policies and procedures developed to assist staff to meet their work responsibilities?
Use simple and clear language to facilitate understanding of all documents?
Adjust own interpersonal communication?
Provide the opportunity for staff to provide feedback on the policies and procedures developed?
Incorporate feedback from staff into policies and procedure and provide final documents indicating the changes made?
Inspire the trust and confidence of staff?
Task outcome: • Satisfactory • Not satisfactory
Assessor signature:
Assessor name:
Date:
Assessment Task 3: Networking and professional development project
Task summary
You are required, in the role of General Manager of Accountancy Victoria, to plan networking and professional development opportunities for yourself for the upcoming 12 months, as well as participate in a networking opportunity.
This assessment is to be completed in the simulated work environment in the RTO.
Required
• Access to textbooks and other learning materials
• Computer with Microsoft Office and internet access
• Professional Development and Networking Plan Template
• Networking Report Template
Timing
Your assessor will advise you of the due date of these submissions.
Submit
• Email with Professional Development and Networking Plan and Networking Report attached.
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.
Resubmission opportunities
You will be provided feedback on your performance by the assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Reassessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.
Assessment Task 3 Instructions as provided to students
Complete the following activities:
1. Identify networks and professional development opportunities.
Research at least three networks that may be relevant to yourself in the role of General Manager of Accountancy Victoria. This could be an association for managers or a local business network. It could also be a Facebook Group set up specifically for managers.
You will record these networks/events in the next part of the assessment.
For each of the networks that you have selected, identify events provided by the network over the next 12 months. Identify at least 4 events that are of interest to you in the role of General Manager of Accountancy Victoria and that would be of benefit to the team and/or company.
Bear in mind that when you complete your networking and professional development plan, one of the opportunities that you identify must be a networking opportunity that you participate in and report on as part of this assessment task. This networking opportunity can be something as simple as identifying and reviewing a relevant LinkedIn group or participating in a free webinar.
You should also include at least three other professional development opportunities that will assist you to develop and maintain your skills to ensure effective internal and external workplace relationships,
Make notes to use in your Professional Development and Networking Plan.
2. Develop a professional development and networking plan.
Complete the Professional Development and Networking Plan Template for the next 12 months.
You will need to complete the plan in full to show the details of the networking events and professional development opportunities you have identified are relevant to the role of General Manager of Accountancy Victoria. In particular, the plan should include the development of skills to address internal and external relationships.
The plan should show full details of the networking event, including the name of the event, where it will be held, date and time and the cost of the event.
You should also provide a brief description of the expected benefit to yourself (in the role of General Manager), as well as for the team of staff that you are responsible for in the role of General Manager of Accountancy Victoria.
3. Participate in, and report on, a networking opportunity.
Participate in a free networking opportunity that you identified in your plan.
You will need to obtain evidence that you have completed the activity, such as a certificate of attendance, and email confirming your attendance, etc.
After you have participated in the opportunity, complete the Networking Report Template.
All of the documents you submit must be in clear and concise English and submitted by the date advised by your assessor.
4. Send an email to your assessor.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachments.
Attach your networking plan and networking report to the email.
Assessment Task 3 Checklist
Student’s name:
Did the student: Completed successfully? Comments
Yes No
In the networking plan, identify relevant networks?
Plan networking and professional development opportunities for the upcoming 12 months to ensure the development and maintenance of effective workplace relationships?
In the networking and professional development opportunities plan, identify and report on benefits of networks to self and team?
Participate in a networking event to build workplace relationships: and report on benefits to self and team?
Task outcome: • Satisfactory • Not satisfactory
Assessor signature:
Assessor name:
Date:
Assessment Task 4: Managing workplace difficulties project
Task summary
This roleplay requires you to assume the role of the General Manager at Accountancy Victoria and handle a dispute between two colleagues
This assessment is to be completed in the simulated work environment in the RTO.
Required
• Access to textbooks and other learning materials
• Computer with Microsoft Office and internet access
• Space for a meeting
• Fair Work Managing underperformance guide
http://www.fairwork.gov.au/about-us/policies-and-guides/best-practice-guides/managing-underperformance
• Cultural diversity in the workplace Muslim – employers checklist document (provided)
• Action Plan Template
Timing
Your assessor will advise you of the due date of these submissions.
Submit
• Action plan
• Email inviting Tiffany to a meeting
• Email inviting Tiffany and Ammar to a meeting
• Email summarising the outcomes of the meeting
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.
Resubmission opportunities
You will be provided feedback on your performance by the assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Reassessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment..
Assessment Task 4 Instructions as provided to students
Complete the following activities:
Carefully read the following scenario.
It is six months later at Accountancy Victoria. A new intermediate accountant has been employed and there has been some friction. The new intermediate accountant’s name is Ammar and he practices the Muslim faith. One of the senior accountants, Tiffany, has been with the business for three years and always gets along very well with her co-workers, but Tiffany has taken a disliking to Ammar as he refuses to shake hands with their female clients when they come in for meetings. Tiffany and Ammar do a lot of work together and are required to work closely. It has become apparent to everyone in the office that Tiffany dislikes Ammar and believes he is sexist towards females. Ammar has come to speak to you to tell you that he feels Tiffany is being very rude to him, especially in front of clients. He has explained to you that he cannot shake hands with females as direct contact with a member of the opposite sex who are not directly related conflicts with his religious beliefs as physical contact is not allowed. He tells you that it was never an issue at his previous workplace and he is very upset that Tiffany thinks he is sexist and he has had enough. You have told Ammar that you take this very seriously and you would like to help him and Tiffany resolve their differences and you will get back to him shortly about the matter.
1. Develop an action plan to resolve the conflict.
Before you commence this assessment:
• read the supplied document for employers working with Muslim employees.
• refer to the Code of Conduct, the Workplace Communication and Consultation Policy and Procedures and the Dispute Resolution Policy and Procedures you developed in Assessment Task 2.
Using the Action Plan Template, develop an action plan that includes a range of appropriate strategies to resolve the conflict between Ammar and Tiffany, ensuring you follow the organisation’s policies and procedures. Think about the issues involved on both sides and how this might escalate to involve other employees or clients.
Send the action plan to your assessor.
2. Meet with Tiffany to discuss the issue.
Have a meeting with your assessor who will play the role of Tiffany. Provide constructive guidance and support to Tiffany but focus on how it is affecting the workplace and discuss the code of conduct, legislation that governs the issue around equal opportunity and discrimination.
At the meeting you must:
• Explain the purpose of the meeting
• Explain to Tiffany what the problem is
• Explain how this behaviour impacts on the workplace and why it is a concern. Ensure that you focus on the issue, not the person.
• Demonstrate your interpersonal and communication skills by:
o Keeping your communication clear and simple
o Listening to Tiffany and confirming and clarifying information shared
o Asking questions to confirm information
o Emphasising Tiffany’s strengths as per the scenario information
• Discuss and agree on a solution
3. Send an email to Tiffany and Ammar inviting them both to an informal resolution meeting.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
The email should suggest a suitable date, time and location for the meeting and a summary of what will be discussed.
4. Conduct the meeting to resolve workplace issues.
Your assessor will play the role of Tiffany and will arrange another student to play the role of Ammar. You need to act as the facilitator and guide the meeting proceedings in a supportive manner for both parties without bias. Announce the intention of the meeting, and then direct each party to share their thoughts and feelings. Provide guidance, counselling and support to both parties and discuss and confirm the resolutions they have both come up with together before closing the meeting.
5. Send a follow up email to Tiffany and Ammar.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should summarise the meeting and the solution(s) agreed to.
The email should be sent within 1 day of the meeting.
Assessment Task 4 Checklist
Student’s name:
Did the student: Completed successfully? Comments
Yes No
Identify and resolve workplace difficulties by following the appropriate procedure?
Develop strategies to manage difficulties and achieve positive outcomes?
Communicate required information about the issues that have arisen?
Consult with Tiffany on the workplace issues identified, including clarification of details?
Use questioning and active listening to provide the opportunity for Tiffany to express her thoughts and feelings?
Demonstrate a caring and empathic approach to Tiffany?
Stay relaxed and encouraging throughout the meeting?
Talk about the issue rather than the person?
Provide guidance, counselling and support in the form of realistic solutions for Tiffany to assist in the resolution of the workplace issue?
Provide guidance and support during the conflict resolution meeting with Tiffany and Amar?
Provide follow up feedback after the resolution meeting?
Task outcome: • Satisfactory • Not satisfactory
Assessor signature:
Assessor name:
Date:
Final results record
Student name:
Assessor name:
Date
Final assessment results
Task Type Result
Satisfactory Unsatisfactory Did not submit
Assessment Task 1 Written questions S U DNS
Assessment Task 2 Policies and procedures development project S U DNS
Assessment Task 3 Networking project S U DNS
Assessment Task 4 Managing workplace difficulties project S U DNS
Overall unit results C NYC
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