BSBLDR502_Learner_Workbook9.docx

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BSBLDR502

Lead and manage effective workplace relationships

Learner Workbook

Table of Contents

Table of Contents 1

Candidate Details

2

Assessment – BSBLDR502: Lead and manage effective workplace relationships

2

Competency Record to be completed by Assessor

3

Observation/Demonstration

4

Activities

5

Activity 1A

5

Activity 1B

6

Activity 1C

7

Activity 1D

8

Activity 2A

9

Activity 2B

10

Activity 2C

12

Activity 3A

15

Activity 3B

16

Activity 4A

17

Activity 4B

18

Activity 4C

19

Activity 4D

20

Skills and Knowledge Activity

21

Major Project

23

Candidate Details

Assessment – BSBLDR502: Lead and manage effective workplace relationships
Please complete the following activities and hand in to your trainer for marking. This forms part of your assessment for BSBLDR502: Lead and manage effective workplace relationships. Remember to always keep a copy of your assessment before submitting.
Name: _____________________________________________________________
Email: _____________________________________________________________
Employer: _____________________________________________________________

Declaration

I declare that no part of this assessment has been copied from another person’s work with the exception of where I have listed or referenced documents or work and that no part of this assessment has been written for me by another person.
Signed: ____________________________________________________________
Date: ____________________________________________________________

If activities have been completed as part of a small group or in pairs, details of the learners involved should be provided below:

This activity workbook has been completed by the following persons and we acknowledge that it was a fair team effort where everyone contributed equally to the work completed. We declare that no part of this assessment has been copied from another person’s work with the exception of where we have listed or referenced documents or work and that no part of this assessment has been written for us by another person.
Learner 1: ____________________________________________________________
Signed: ____________________________________________________________
Learner 2: ____________________________________________________________
Signed: ____________________________________________________________
Learner 3: ____________________________________________________________
Signed: ____________________________________________________________

Competency Record to be completed by Assessor
Learner Name: __________________________
Date of Submission: __________________________
Date of Assessment: __________________________
The learner has been assessed as competent in the elements and performance criteria and the evidence has been presented as:

Satisfactory (S)

Non-Satisfactory (NS)

Assessor Initials

Activities 1A – 4D

Skills and Knowledge Questions

Major Project

Learner is deemed: COMPETENT NOT YET COMPETENT (Please Circle/Highlight)

1. Resubmission Date: ________________________

2. Resubmission Date: ________________________

3. Resubmission Date: ________________________

Comments from Trainer / Assessor:

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Assessor Signature: ___________________________ Date: _______________________

Observation/Demonstration

Throughout this unit, you will be expected to show your competency of the elements through observations or demonstrations. Your instructor will have a list of demonstrations you must complete or tasks to be observed. The observations and demonstrations will be completed, as well as the activities found in this workbook. An explanation of demonstrations and observations:
Demonstration is off-the-job
A demonstration will require:
Performing a skill or task that is asked of you
Undertaking a simulation exercise
Observation is on-the-job
The observation will usually require:
Performing a work based skill or task
Interaction with colleagues and/or customers
Your instructor will inform you of which one of the above they would like you to do. The demonstration/observation will cover one of the unit’s elements.
The observation/demonstration will take place either in the workplace or the training environment, depending on the task to be undertaken and whether it is an observation or demonstration. Your instructor will ensure you are provided with the correct equipment and/or materials to complete the task. They will also inform you of how long you have to complete the task.
You should be able to demonstrate you can:
· 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
You should also demonstrate the following skills:
· Writing
· Interact with others
· Navigate the world of work
· Get the work done

Activities

Activity 1A

Estimated Time

20 Minutes

Objective

To provide you with an opportunity to ensure strategies and processes are in place to communicate information associated with the achievement of work responsibilities to all co-workers.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment):

Create a job description for one of the positions you are familiar with at your organisation.

Why is it important to give clear project role descriptions?

Activity 1B

Estimated Time

20 Minutes

Objective

To provide you with an opportunity to develop and/or implement consultation processes to ensure that employees have the opportunity to contribute to the resolution of issues related to their work role.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment):

What is a consultation process?

What consultation methods can you use to ensure that employees have the opportunity to contribute to the resolution of issues related to their work role?

Activity 1C

Estimated Time

20 Minutes

Objective

To provide you with an opportunity to facilitate feedback to employees on outcomes of the consultation processes.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment):

What methods can you use to inform employees about the outcomes of the consultation process?

How can you decide which communication method to use?

How can you put the outcomes across to personnel?

Activity 1D

Estimated Time

20 Minutes

Objective

To provide you with an opportunity to develop and/or implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment):

When someone raises a workplace issue, how can you know who to refer them to?

Demonstrate an example problem with a root cause analysis.

Activity 2A

Estimated Time

30 Minutes

Objective

To provide you with an opportunity to establish and/or implement policies to ensure that the organisation’s cultural diversity and ethical values are adhered to.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment):

What is cultural diversity?

What is the difference between internal and external accountability?

Organisations should have policies in place to ensure that they are not biased in any way towards any particular culture. Which policies and procedures are in place at your organisation?

Activity 2B

Estimated Time

30 Minutes

Objective

To provide you with an opportunity to gain and maintain the trust and confidence of colleagues and external contacts through professional conduct.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment):

What is a professional code of conduct?

How can you demonstrate each of the following professional behaviours?

Respect

Integrity

Honesty

Conscientious

Limitation awareness

Avoiding conflict of interest

Responsibility for others

Cooperation

Activity 2C

Estimated Time

20 Minutes

Objective

To provide you with an opportunity to adjust your own interpersonal communication styles to meet the organisation’s cultural diversity and ethical environment and guide and support the work team in their personal adjustment process.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment):

Fill in the following table to demonstrate your knowledge of communication styles.

Passive

Assertive

Aggressive

Characteristics

Believes

Body language

Consequences

How can you support team members to identify their own communication styles and the communication styles of other people around them, including those of different cultures?

Activity 3A

Estimated Time

20 Minutes

Objective

To provide you with an opportunity to use networks to build workplace relationships, providing identifiable outcomes for the team and the organisation.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment):

What is networking?

What are the benefits of networking?

What methods can you use to help staff members start networking?

Activity 3B

Estimated Time

30 Minutes

Objective

To provide you with an opportunity to conduct ongoing planning to ensure that effective internal and external workplace relationships are developed and maintained.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment):

What is an objective and how should it be presented? Give an example

What are targets?

How can you develop and maintain internal relationships?

How can you develop and maintain external relationships?

Activity 4A

Estimated Time

30 Minutes

Objective

To provide you with an opportunity to develop and/or implement strategies to ensure that difficulties in workplace relationships are identified and resolved.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment):

What type of evidence can you collect to ascertain whether there are any workplace difficulties?

Additional communication training may be needed for team members to help them become better communicators and prevent misunderstandings that lead to workplace conflicts. Give a description of each of the following training methods.

Team building activities

Action learning sets

Coaching and mentoring

Activity 4B

Estimated Time

20 Minutes

Objective

To provide you with an opportunity to establish processes and systems to ensure that conflict is identified and managed constructively in accordance with the organisation’s policies and procedures.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment):

Give a brief description of five different types of conflict.

What general principles for managing conflict exist?

Activity 4C

Estimated Time

20 Minutes

Objective

To provide you with an opportunity to provide guidance, counselling and support to assist co-workers in resolving their work difficulties.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment):

What does counselling involve?

What can counselling help with?

Which preventative measures could an organisation use to tackle stress, bullying, depression and alcohol or drug abuse?

Explain what is meant by confidentiality and how it applies to providing support to team members.

Activity 4D

Estimated Time

20 Minutes

Objective

To provide you with an opportunity to provide, develop and implement an action plan to address any identified difficulties.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment):

What is an action plan?

Think of an objective. Fill in the table to ensure your objective is specific, measurable, attainable, relevant and time-based.

Goals

Objective

Specific

Measurable

Attainable

Relevant

Time-based

What you want to achieve.

What?

Why?

When?

Where?

Who?

How much?

How many?

How often?

Can you realistically achieve it?

Does it relate to what you want to achieve now?

By when?

Example

Skills and Knowledge Activity

Estimated Time

60 Minutes

Objective

To provide you with an opportunity to demonstrate your knowledge of the foundation skills, knowledge evidence and performance evidence.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment) and attach your completed work to your workbook.

The answers to the following questions will enable you to demonstrate your knowledge of:
· Writing
· Interact with others
· Navigate the world of work
· Get the work done
· Systems, policies and procedures that can support the development of effective work relationships focusing on interpersonal styles, communications, consultation, cultural and social sensitivity, networking and conflict resolution
· Legislation relevant to managing effective workplace relationships.

Answer each question in as much detail as possible, considering your organisational requirements for each one.

1. What possible solutions to workplace issues should you be aware of for the prompt resolution of these issues?

2. How can you establish rapport?

3. Fill in the table for remedial action with your own examples.

Issue level

Area

Finding

Remedial action

Time frame

4. Give some tips for networking introductions.

5. Give some ideas for maintaining relationships through networking.

6. Name four important leadership skills.

7. How can you help to ensure confidentiality?

8. What is Eisenhower’s urgent vs. important principle? Give an example of how you can use it.

Major Project

Estimated Time

1-2 hours

Objective

To provide you with an opportunity to demonstrate your knowledge of the entire unit.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment):

This is a major activity – your instructor will let you know whether you will complete it during class or in your own time.
Attach your completed answers to the workbook.
You must individually, answer the following questions in full to show your competency of each element:
1. Manage ideas and information
2. Establish systems to develop trust and confidence
3. Manage the development and maintenance of networks and relationships
4. Manage difficulties to achieve positive outcomes

1. Choose a member of your team and track their progress over a period of time agreed with your assessor (i.e. one week, one month, one quarter etc.). During this time, you should:

· Create a progress report for the employee
· Conduct an employee review
· Give performance feedback.

2. Conduct (or simulate) a consultation process with 3-5 employees. This consultation process should provide team members with the opportunity to bring forward any issues within the company and to give their input on resolutions. The process may include any of the following:

· Meetings
· Performance reviews
· Employee satisfaction surveys
· Root cause analysis.

After the consultation process is complete, you must provide feedback to the team members on the outcomes.

3. Draft a recruitment drive which shows evidence of being inclusive towards a diverse workforce. A diverse workforce includes:

· People with disabilities
· Women
· Indigenous Australians
· Overseas workers
· Mature workers
· Trainees
· People from different cultural backgrounds.

4. Conduct a team-building activity with a group of 3-6 team members. The purpose of the activity is to provide the assessor with an opportunity to assess your ability to gain and maintain the trust of colleagues, to show leadership skills and to adjust own interpersonal communication styles to guide and support the work team.

5. Guide a group of 3-5 team members through a networking process, completing the following steps:

· Give guidance, support, training and advice to team members in advance of the networking event
· Simulate a networking event
· Follow-up on the outcomes of the networking event.

6. Simulate a resolution process for an intra-project conflict in your team. Consider the following aspects:

· Identify the conflict
· Manage the conflict
· Resolve the conflict
· Short and long-term guidance and support.

MSA Training and Professional Development Phone: 03 9905 3180
Room 159, 21 Chancellors Walk Website: msatraining.edu.au
Monash University Clayton, Vic 3800
BSBLDR502 Lead and manage effective workplace relationships V2 15/07/2020