1.Give examples of two positive workplace behaviours that should be used by managers to assist in achieving business performance.

Response should broadly cover the following:

Set clear expectations of the behaviour expected by team members through team discussions.

Encourage team members to participate in team meetings and share their ideas.

Encourage team members by recognising their skills and contribution.

Communicate regularly with the team.

2.Give examples of two workplace behaviours that should be avoided by managers.

Response should broadly cover the following:

Engaging in office gossip.

Making negative comments about team members.

Avoiding clear and regular commuication with the team.

Delegating too much work to the team and not doing enough themselves.

3.Explain why a positive workplace culture is more likely to assist in achieving desired business performance than a negative workplace culture.

Response should broadly cover the following:

A positive workplace culture is more likely to result in achieving the required business performance as employees will be motivated and productive and focussed on achieving the workplace's goals and objectives. The opposite is true in the case of a workplace where there is a negative culture.

4.Explain how knowledge of other cultures can assist in developing effective workplace relationships and give an example to support your answer.

Response should broadly cover the following:

Knowledge of other cultures can assist in developing workplace relationships because it helps you to understand others, as well as communicate with them in an appropriate way.This assists with creating a harmonious workplace.

5.Explain how a manager can build the trust and confidence of their team.

Response should include at least three of the following:

Communicating openly with all members of the team, as well as other staff in the organization and external stakeholders such as customers or suppliers

Using active listening to confirm understanding and to show understanding of a person's position

Providing the opportunity for the team to provide feedback via a range of methods such as face-to-face or written, through for example, a suggestion box.

Organising social activities for the team to facilitate workplace relationships

Showing appreciation through development or implementation of reward and recognition schemes

6.Explain how knowledge of interpersonal styles can assist in building positive workplace relationships. Give an example to illustrate your answer.

Response should broadly cover the following:

Understanding the personal style of a person, an individual can quickly build a rapport and interact with others. If an individual can adapt their personal style to another's without losing their own, they can increase the possibility of success in entertaining, informing, convincing, persuading, and negotiating to close transactions for mutual benefit. So for example, in interacting with someone is has a predominant relater interpersonal style, communication should focus on discussions, collaboration, etc.

7.Discuss five benefits of networking in relation to building positive workplace relationships.

Response should include at least five of the following:

Strengthening Relationships

Networking is about sharing and forming trust and helping each another toward goals. Regularly engaging with contacts and finding opportunities to assist them helps to strengthen the relationship. By doing this, it is possible to sow the seeds for reciprocal assistance when you need help to achieve your goals.

Fresh Ideas

Networks can be an excellent source of new perspectives and ideas. Exchanging information on challenges, experiences and goals is a key benefit of networking because new insights can be gained that may not have been otherwise thought of. Similarly, offering helpful ideas to a contact is an excellent way to build a reputation as an innovative thinker.

Raised Profile

Being visible and getting noticed is a benefit of networking that's essential in career building. Regularly attending professional and social events is useful for getting one's face known. It is then possible to build a reputation as knowledgeable, reliable and supportive by offering useful information or tips to people who need it.

Access to Opportunities

Expanding contacts can open doors to new opportunities for business, career advancement, personal growth, or simply new knowledge. Active networking helps to keep one on top of mind when opportunities such as job openings arise and increases your likelihood of receiving introductions to potentially relevant people or even a referral.

New Information

Networking is a great opportunity to exchange best practice knowledge, learn about the business techniques of your peers and stay abreast of the latest industry developments. A wide network of informed, interconnected contacts means broader access to new and valuable information.

Advice and Support

Gaining the advice of experienced peers is an important benefit of networking. Discussing common challenges and opportunities opens the door to valuable suggestions and guidance. Offering genuine assistance to contacts also sets a strong foundation for receiving support in return when it's needed.

8.Explain two techniques that can be used to promote diversity in the workplace.

Response should include at least two of the following:

Diversity training for all employees can be used to build staff member's knowledge about diversity.

Implementing flexible working hours to cater for parents with young children.

Actively seeking to recruit a more diverse workforce.

9.Identify legislation relevant to your state or territory that ensures that bullying does not occur in the workplace and explain the negative impact of bullying on workplace relationships.

Response should address:

Relevant Act is the:

oWork Health and Safety Act

Response should broadly cover the following:

Bullying has a negative impact on workplace relationships affects employee's physical and mental health and therefore the efficiency of the workplace.

10.Identify and explain an example of a workplace policy and procedure that can assist in creating effective workplace relations.

Response should broadly cover the following:

Harassment, discrimination and bullying policy and procedure - development and implementation of such a policy and procedure will ensure that the workplace is free from harassment, discrimination and bullying and will therefore assist in a productive and harmonious workplace.

Equal opportunity policy and procedure- development and implementation of such a policy and procedure will ensure that employees are recruited and managed on an equal basis and will therefore assist in a productive and harmonious workplace.

11.Explain how a workplace Code of Conduct can assist in promoting positive workplace relationships.Give an example to illustrate your answer.

Response should broadly cover the following:

A code of conduct sets standards of behaviour or appearance in the workplace. Therefore by following the code of conduct, conflict is minimised as everyone understands how to behave, as well as follows conduct requirements. For example, if the workplace code of conducts identifies that all person's views must be respected, then employees are more likely to listen to others and not react negatively to different views.

12.Describe five methods of communicating information to a team.

Response should include at least five of the following:

Meetings such as staff meetings or one off meetings to discuss particular issues.

Regular newsletters to provide up to date news about the company and its activities

Emails about specific issues

Memos about specific issues

Phone calls to discuss specific issues, or a team teleconference

Video-conferencing to assist in bringing together a team where the team is situated in diverse locations.

13.Describe the advantages of face-to-face communication.

Response should broadly cover the following:

Face-to-face communication provides immediate feedback and is the richest information medium because of the many information channels available through voice, eye contact, posture, blush, and body language. It is the appropriate medium for delegating tasks, coaching, disciplining, instructing, sharing information, answering questions, checking progress toward objectives, and developing and maintaining interpersonal relations. Managers also spend one-on-one, face-to-face time communicating with their managers, colleagues, and peers.

14.Describe three effective communication techniques.

Response should include at least three of the following:

Delivering messages clearly and concisely so as to ensure that the message is understood by receivers.

Maintaining eye contact to show the speaker that you are listening to what they are saying.

Active listening techniques to show empathy and to confirm that you have understood what was said.

Using people's names when speaking to them to create sense of belonging.

15.Outline the key steps that should be followed to identify and resolve workplace problems.

Response should broadly cover the following:

Identify the issues. Be clear about what the problem is and remember that remember that different people might have different views of what the issues are.

Understand everyone's interests. The best solution is the one that satisfies everyone's interests.

List the possible solutions (options)

Evaluate the options

Select an option or options.

Document the agreement(s).

Agree on contingencies, monitoring, and evaluation.

16.Explain three methods of resolving conflict at work.

Response should include at least two of the following:

Disciplinary Action - Most businesses have policies designed to limit workplace conflict by prohibiting certain modes of dress, speech and behavior. Therefore if employees fail to observe these, then disciplinary action can be taken to stop the behavior occurring and therefore workplace conflict.

Negotiation - Negotiation is a way for businesses to solve conflicts in-house.For example, if there is a workplace situation that is causing conflict between employees, it may be possible for all parties to sit down together and discuss the situation and agree on solutions.

Mediation is a voluntary, informal method for conflict resolution. The mediation process usually involves an independent third party -- the mediator. The mediator works with both parties to promote open communication so as to come to mutually acceptable solution. The outcome of the mediation has no legal status.

Arbitration - Arbitration is where persons in conflict meet with an independent third party. It is different to mediation, however, as the arbitrator listens to arguments and considers documented evidence. Arbitration also imposes a legal obligation on the parties to follow the decision.

17.Explain two methods that can be used to manage poor work performance.

Response should address two of the following:

Informal - meet with the employee to discuss the poor work performance and identify the problem and possible solutions.

Formal process - meet with the employee to discuss the work performance including discussing the issue, why the poor work performance is a problem and how it impacts on the workplace.A solution should be arrived at and then implemented and monitored.

Performance management can also be useful for managing poor work performance as the issue is identified and then a plan for learning and development can be developed.

Disciplinary procedures - if poor work performance is ongoing then disciplinary procedures should be implemented to resolve the issue.

18.Explain two methods of monitoring work performance and how to analyse and improve work relationships based on the information from the monitoring.

Response should address two of the following:

Targets/key performance indicators - targets or key performance indicators can be used to measure work performance. The targets or performance indictors are then analysed e.g. have timelines been met.If they have not been met then the reasons why should be evaluated and action taken as required.

Regular meetings - regular meetings can be held between employees and their managers to discuss ongoing progress. Information arising as to progress can be assessed and then actions can be taken to improve work relationships