BSBXCM401 Apply communication strategies in the workplace

Part C. Facilitate Workplace Communication

Read this scenario and the complete the accompanying tasks:

Scenario:Workplace conflict

Your initiative to promote Woolworths policies on waste reduction and recycling has been running for a month and staff have noticed that customers are beginning to use the soft plastic bins and reusing their shopping bags. At the last team meeting everyone was giving feedback that the promotional activities were working but several staff members said that some customers were using the bins for rubbish rather than recycling. At the meeting staff agreed that they would key an eye out for customers who were doing the wrong thing and then staff made the commitment that they would remove the rubbish before bins were taken to the recycling bay. This is because a whole batch of recycling would be unusable if rubbish was kept in the bins.

Last week, Simi from the Deli made a complaint about Amy from the checkout section, saying she saw her putting rubbish into the recycling bin. When she called her out on this behaviour, Amy made a racist remark. As manager, you need correctly deal with this communication issue, using supporting workplace documentation. The Woolworths code of conduct covers these issues in Respectful Relationship and How we Act sections.

1. Prepare role play team performance meeting, where you need to mediate and discuss the workplace conflict situation in the scenario. To prepare for this meeting you need to read the code of conduct sections on Respectful Relationships and How We Act to familiarise yourself with Woolworths policy. You should also familiarise yourself on how what is involved in workplace conflict management to help successfully resolve the issue between the two parties.

The meeting should include the following:

• Open and closed questions
• Active listening
• Facilitated negotiations and problem-solving
• Management instructions
• Performance feedback.

Create outline of a script outline for the meeting here

Answer:

This meeting should be approximately five (5) minutes in length and involve at least two (2) participants playing the part of team members identified in the scenario. These participants can be the same people from the role play in Part B. To prepare for the role play ask participants to play their roles and brief them fully on their roles which will require providing you with feedback. It is highly recommended that you use participants from your class and conduct all role plays in workshop time. Fellow students will be familiar with the unit of competency requirements, and you won't have to do the role plays in your own time. You should read the Important Notes below to help you complete the role play successfully.

Note: You may choose to develop a set of PowerPoint slides as visual aids to run the agenda items.

2. Write memo to your team about the customer behaviour that has been brought to your attention about incorrect use of recycling bins. Make sure you remind them of the objectives and remind staff to always follow the code of conduct observing respectful relationships, citing the code of conduct section relevant to all team member on how to behave in the workplace.

	Memo
To:
Cc:
Subject:

3. Write out a performance management email for Amy, identifying any extra training needs on conduct or recycling and offering her opportunities to improve her work performance Circulate this Amy and relevant senior management. In this email ask for Amy for feedback on the meeting outcomes and your own performance in managing conflict fairly.

	Email
To:
Cc:
Subject:

4. Based on the role play write reflection on your own performance, how well you used the code of conduct and list three things you would do better next time.

Answer: