Can you Write a report about the information and instruction received from human resources regarding challenges.

Challenge -Resistance to change, reluctance to adapt (new incident reporting system Bounce2Safety).

Some of the fitness trainers don't like change and don't see why we have to change something that is working. They can't really understand the benefits. They are expressing their resistance and dissatisfaction to other team members, spreading negativity about the change and causing conflict with other team members.

Marked ascorrect

• #2: P2.2

People involved:

Answer:

Fitness instructors in Cairns - John and Jane

Supervisor - Geoff

Other members of their team

Management

Marked ascorrect

• #3: P2.3

Impact of the challenge:

Answer:

The impact of this is:

The employees won't want to use the new system and some hazards, near incidents, may go unreported

If incidents go unreported,

• the safety of staff will be put at risk
• We won't be able to apply controls and corrective actions
• We risk of not complying with legal requirements

John and Jane's negative feelings can spread to other team members.

This could cause them to feel frustrated and it could affect the relationship within the teamand how they deal with clients.

Marked ascorrect

• #4: P2.4

Recommendations to resolve the communication challenge:

(This refers to the specific areas on how you or another employee in your workplace can improve your handling of the communication challenge. For example, if the challenge is conflict with a client, then suggestion or recommendation can be specific to how you or another employee can improve your interaction with clients)

Answer:

Recommendation is for their supervisor to have a one on one discussion with John and Jane.

The supervisor should

• Listen carefully
• Empathise with their perspective and emotions. Understand that everyone processes change in their own way at their own pace
• Try to understand where they are coming from. E.g., they may have a fear of the unknown, lack of confidence to adapt to new system
• Remain positive and supportive
• Agree on a solution to assist in the transition process

A bit of hand holding may be needed to support them during the learning process or a period of change so that they can successfully navigate through the new way of doing things

This may include some one on one training to help them understand the benefits and feel confident to move to the new system

Encourage teams to work and help each other through the change.

Follow up in team meetings to see how they are going

Marked ascorrect

• #5: P2.5

Organisational documents with policies and procedures relevant to communicating in your workplace.

This can include:

• Communication policies and procedures
• Codes of Conduct
• Policies on meetings
• Staff handbook

Answer:

View File

Marked ascorrect

• #6: P2.6

Answer the following questions for your 2nd communication problem.

Cause of the challenge:

Answer:

Challenge-Communication style and behaviour

During the presentation/information brief an employee/audience member persistently interrupted with comments and questions and also interrupted speakers and dominated during the question and answer session.

This employee/audience member relies on a different set of rules, expectations due to communication style or culture traits /background.

A couple of other employees/audience members viewed this as disrespect and feel the person is self-centred and feel very frustrated and upset.

• #7: P2.7

People involved:

Answer:

Facilities and Maintenance Supervisor (Frank) (Interrupter)

Centre Manager (presenter)

Administration Assistant and Receptionist (affected employees)

• #8: P2.8

Impact of the challenge:

Answer:

Impact of the challenge

This type of behaviour can cause presenter/speaker to lose focus and not keep on track.

It makes it hard for audience to listen and take in the information.

Other employees will feel their ideas and questions are not been heard.

They feel the other person's thoughts are taking precedence over theirs and it leaves them feeling embittered.

The more introverted people will be reluctant to speak up and important information may not be shared.

Marked ascorrect

• #9: P2.9

Recommendations to resolve the communication challenge:

(This refers to the specific areas on how you or another employee in your workplace can improve your handling of the communication challenge. For example, if the challenge is conflict with a client, then suggestion or recommendation can be specific to how you or another employee can improve your interaction with clients)

Answer:

Recommendations

When presenting or overseeing a team meeting take control of the situation

• Send etiquette rules before each meeting and ensure there is space for effective respectful communication and where everyone feels heard.
• Set clear expectations/boundaries right from the beginning of a presentatione.g., mention that you will take questions after the presentation/information brief is finished
• If someone interrupts address interruption in a calm patient and professional demeanour

Organise a meeting with the people involved:

• Talk positively to everyone.
• Assume good intentions and separate the person from the habit
• Try to understand where Frank(interrupter) is coming from and his intent. It may not be malicious.He may not be aware of how he is affecting others. E.g., Reasons for interruption may be related to excessive excitement, they can't wait for someone to finish to contribute thoughts difference in culture and background in the way they see things, lack of awareness
• Give the receptionist and administration assistant a chance to express how they are impacted by the situation
• Give some strategies to the reception and admin assistantto assist them with how to handle interruptions, maintain focus and get their point across.

If the discussion is handled objectively, and both sides try to understand each other it may lessen frustration and with time it may help produce a behavioural change.

• #10: P2.10

Organisational documents with policies and procedures relevant to communicating in your workplace.

This can include:

• Communication policies and procedures
• Codes of Conduct
• Policies on meetings
• Staff handbook