BSBLDR402

Question 1:

Identify the five components of trust.

1.___________________

2.____________________

3.____________________

4.____________________

5.___________________

Question 2:

In your learning you identifiedsix actions that can cost you trust in the workplace. What is missing from the list below?

1.Creating the impression of change for the sake of change

2.Failing to ensure people know where they stand

3.Playing favourites

4.Reneging on your commitments

5.Falling for fads

6._____________________

Question 3:

Each workplace has a different culture and a manager needs to adapt.One example provided in your learning is the case of Joe King who didn't drink tea or coffee, but realised he needed to have a "cuppa" in his hand if he wanted to talk with staff informally. Otherwise it became formal.

Provide an example of how you have adapted to a different workplace culture to ensure you have been able to lighten up and gain support.

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Question 4:

Most people have a fight or flight response when faced with conflict.However your learning provides better ways to deal with conflict. Identify the four steps for resolving workplace conflict.

Step 1 ______________________________________________

Step 2 _______________________________________________

Step 3 _______________________________________________

Step 4_________________________________________________

Question 5:

Internal and external networks are important in developing relations and resolving problems.Identify three external networks you belong to, and three internal networks you belong to within your own organisation or industry, and the benefits of these networks for you personally and your team.External networks may include such organisations as trade unions and industry associations. Internal networks may include committees, working groups, social clubs etc

.

Networks I belong to

Benefits

External

1

2

3

Internal

1

2

3

Question 6:

What are the four characteristics of effective networks?

.

1_______________________________

2 ________________________________

3 ________________________________

4 ________________________________

Question 7:

Your learning identifies seven steps to solving a problem. The first step is identifying the problem.What is the last step?

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Question 8:

Describe a common method used in the workplace to identify various solutions to a problem.Explain how it works.

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Question 9:

When analysing a problem, the most important question to ask is:

Highlight the best answer

How?

Why?

Who?

When?

What?

What if?

All of the above

:

Question 10:

A manager needs to vary their communication strategies to suit the purpose, the sensitivity of the information, and the audience.Failure to do this can result in misunderstandings and conflict.

Consider the items of information in the table below and decide how you would communicate this information. Choose from the list provided and place the appropriate letter or letters in the box beside each item

a.Email

b.Memo

c.Team meeting

d.One on one meeting

e.Text

f.Letter

g.Telephone call

h.Formal report

Information to be communicated

Audience

Method of communication

A new policy

All staff

Monthly sales results

CEO

Unsatisfactory performance of a member of staff

Staff member

A salary increase

Staff member

Christmas closure dates

All staff

Last minute change of time for a meeting

Colleague

Planned changes to the office or shop layout and fit-out

All staff

Notification of inability to attend work (sick leave)

Supervisor

Question 11:

When dealing with a staff member who is not doing their job, what workplace policy or procedure would you go to for the necessary guidance?

Highlight the correct answer

Dismissal procedure

Employment contract

Code of conduct

Performance management policy

Grievance policy

Conflict resolution policy

Question 12:

Discrimination can be highly destructive to positive workplace relations and productivity.

Under Federal, State and Territory legislation unlawful discrimination occurs when someone, or a group of people, is treated less favourably than another person or group because of:

Highlight the correct answer

a)race

b)colour

c)national or ethnic origin

d)sex

e)pregnancy

f)marital status

g)age

h)disability

i)religion

j)sexual preference

k)membership of a trade union

l)a, b and c

m)a, b, c, h and i

n)all of the above

Instructions:

Before attempting this assessment, you should have completed Assessment One and have received feedback from your trainer.

The assessment consists of two activities and a project based on a scenario.

This assessment should take you approximately 6 to 8 hours including research and reviewing your notes on your reading and the Lynda.com video.However this timing is only an estimate.The actual time it takes you to complete the work will depend upon your previous experience. You have two weeks to complete the assessment.

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Activity 1

Human rights in the workplace

A.What is the Human Rights Commission and its responsibilities?

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B.Where can you find information about the Human Rights Commission? (Provide the URL)

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C.From your understanding of the legislation, consider the situation below and answer the following questions.

You have been asked to join an interview panel to recruit a campaign coordinator in the marketing department. The marketing manager and the campaign manager are the other two panellists. Several well-qualified individuals have been interviewed including an internal candidate.Now it is time to decide on the successful candidate.

You and the marketing manager favour the internal candidate who has worked in the company for only a short time but who has significant coordination experience elsewhere, as well as an external candidate who is a recent arrival from Pakistan and has a university degree.

The campaign manager is not in favour of either and provides his reasons:

i.The internal candidate is a young woman who has recently married.The campaign manager has heard on the grapevine that she wants to start a family soon and he doesn't want to employ a woman who will shortly go off on maternity leave.

ii.He is not in favour of the young man from Pakistan because he believes his language skills are not good enough. He speaks with a heavy accent and his grammar is poor.The campaign manager believes that he would not be able to gain the respect and confidence required from suppliers to undertake negotiations on advertising and venue rates.

Question 1

Consider the candidates separately and decide if the campaign manager's behaviour is discriminatory according to the law.In each case explain why.

Candidate 1

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Candidate 2

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Question 2

Assuming you believe the campaign manager is being discriminatory in one or both cases, explain how you would handle this taking your own workplace policies and procedures into account.

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Activity 2

Developing trust and confidence as a leader

Scenario

You have recently taken over a small team.This is your first role as a team leader and you have been warned by the previous manager that one of your team, Suzie, can be difficult.She a woman in her mid-fifties, has been working in the same role for a number of years, and has applied for the leadership role twice but has been passed over both times.The outgoing manager tells you that he suspects that she will not take well to having you as her new supervisor, particularly given your relative youth.

You spend the first two weeks settling in and during this time Suzie is quiet; works solidly; hands her work in on time and is respectful.One thing you have noticed is she is sometimes late to work and does not provide any explanation. Her lack of punctuality is relatively minor (she is never more than 10 minutes late) so you ignore it.However there are a number of changes that need to be made to operations and when you explain these to the team, everyone but Suzie participates in the discussion. You know that you cannot ignore this or allow Suzie to undermine the necessary changes. You decide to take the evening to consider what you should do.

Question 1:

On consideration, what are some possible reasons behind Suzie's behaviour and response to the changes?

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Question 2:

What is the likely impact of Suzie's label as 'difficult' in this situation?

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Question 3:

What are Suzie's possible concerns and what might she need from you?

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Question 4:

After considering the situation, how will you now approach Suzie about the changes?

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Project

This project is designed to assess your overall ability to lead effective workplace relations. Your answers should provide evidence of your ability to:

Collect, analyse and communicate information and ideas

Develop trust and confidence as a leader

Develop and maintain networks and relationships

Manage difficulties into positive outcomes

Scenario

You have noticed that there seems to be a lot of antagonism between your telesales team and the sales administration group.You have worked hard on building your team spirit and they are now top performers, enjoying their work and having lots of fun in the process.

However the sales administration team that handle the orders and bill customers are becoming belligerent, in particular "going slow" on orders from Joe, your star performer.

As an initial step you decided to ask the sales admin. team leader out for a coffee to discuss it, and explore what you and she might be able to do together to ease the situation.However you were taken aback when her response was, "How can you expect us to get our work done when your team is so noisy.You always seem to be having parties, and we just can't concentrate. Not only that, you seem to think we are your slaves.How can you help? Just back off and let us do our work - and keep Joe out of our hair. He acts like a real prima donna and we are tired of it."

Develop a conflict resolution strategy using the four step process suggested in your learning guide. Be as specific as possible as to the steps you will take, when you will take them and how.

Place your answer here and add extra pages as necessary. As a guide, your answer should be about 750 words in length and should be presented in a report format using appropriate headings and sub-headings.

Identify people in your network both within and outside the workplace who could assist with this process.Explain what information or help you would be seeking from each.

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Provide three suggestions you would make to your staff that would help ameliorate the conflict immediately and foster more respectful communications.

1._______________________________________________________

2._________________________________________________________

3.________________________________________________________

Reflect on what you might have done differently, or better, to prevent this conflict developing.

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