Questions

Provide answers to all of the questions below:

1. Explain how tone, structure and style of your communication may impact on others. In your answer:

• define tone, style and structure as they relate to communication.
• explain how the tone, style and structure impacts others.
• use an example to illustrate your answer.2. Explain why it is important to maintain confidentiality of information at work, including at least three examples of information that must be kept confidential.

1. Discuss three ways by which a business can ensure that confidentiality is maintained at work.
2. Explain the key principles of negotiation that should be used in the workplace to ensure that agreements are reached.
3. Explain the mediation process and at least three key principles that should be taken into account when mediating at work.
4. Discuss three effective conflict resolution techniques.
5. Discuss key steps to be followed to identify and resolve workplace problems.
6. Outline three effective communication techniques for de-escalation of a difficult situation.
7. Outline effective strategies for cross-cultural communication.
8. Outline at least five important considerations in ensuring that a meeting is structured.
9. Explain at least five considerations to ensure that a meeting is inclusive.
10. Explain how organisational policies and procedures address:

• presenting and negotiating
• leading and participating in meetings
• making presentations
• confidentiality of information.

1. Select an industry and provide examples of media and government organisations, events and communication channels relevant to an organisation in the chosen industry. Use the table to complete the answer:

Industry	Transport
Media and government organisations (at least two):
Events (at least two):
Communication channels (at least two):

Questions

Provide answers to all of the questions below:

1. Explain emotional intelligence and the importance of this characteristic at work.
2. Explain each of the five essential principles of emotional intelligence as defined by Daniel Goleman.
3. Explain the key principles of the Emotional Intelligence Theory developed by Caruso and Salovey (2004).
4. Explain three strategies that can be used to build emotional intelligence.
5. Explain how a manager with high emotional intelligence can assist in achieving business objectives. Provide an example to illustrate your answer.
6. Explain the importance of recognising cultural differences in emotional intelligence. Provide two examples example to illustrate your answer.
7. Explain two ways of communicating effectively with a diverse workforce with varying emotional responses.
8. Explain two ways of using emotional intelligence to build and manage effective workplace relationships.

Questions

Provide answers to all of the questions below:

1. Identify five ways in which workplace systems andpolicies and procedurescan assist in building effective relationships.
2. Workplace policies and procedures are often based on legislation and regulations.Discuss the purpose of each of the following Acts and for each Act explain why the Act is important for ensuring effective workplace relationships.

• Age Discrimination Act 2004
• Disability Discrimination Act 1992
• Fair Work Act 2009
• Racial Discrimination Act 1975
• Sex Discrimination Act 1984.

1. Explain how effective problem-solvingand conflict resolutionstrategies outlined in policies and procedurescan support the identificationand resolution ofworkplace problems, thus maintaining effective workplace relationships.
2. Explain the purpose of a workplace Code of Conduct and how it can assist in ensuring aharmoniousworkplace and the way in which staff interact and communicate with each other.
3. Many workplacesencourage their staff to build networks both internally and externally to the organisation. This may be through online networks, such as LinkedIn, or by engaging with the community and other services or business that may be of benefit to the organisation. Furthermore, professional development processes encourage staff to meet new people by attending conferences, training sessions and other events.Discuss three reasons why networkingcanlead to a more productive and effective workplace environment.
4. Not everyone is the best at communicating or interacting with other people. A workplace will consist of people from different backgrounds and cultures, those with different life, education and work experiences, those with varyingabilitiesand needs. Some organisations have in place a variety of systems and supports for their staff. These may relate to staff wellbeing/ employee assistance programs, training in soft skills such as communication and interpersonal skills, diversity training, and so on. Explain how these types of processes can assist staff to work more effectively together.
5. Explain the value of consulting with employees ontopics such asworkplace issues, innovation, diversity, work health and safety, and professional development.
6. Explain the requirements under Modern Awards to consult with employees, including the circumstances in which consultation is required and the steps that mustbetaken by employers in consulting with employers.
7. List five different ways an employer may choose to consult with employees.
8. Describe a general process for conflict management.
9. List four ways an employer must manage the tasks and responsibilities of employees.
10. Discuss how a manager can address cultural and social sensitivities in their team to ensure inclusivity and be mindful of diversity.

Questions

Provide answers to all of the questions below:

1. Explain the risk management process. You may answer using a labelled diagram or in words (or both) and must include:

• a definition of risk management.
• a list or illustration of the steps in a risk management process.
• a description of what each step involves.

1. Describe a current risk management standard. In your answer:

• name the standard.
• explain the purpose of the standard.
• list key elements of the standard.

1. Complete the table below to describe the types of business risk.

Type of risk	Description	Example	Key responsibility (at least two people)
Strategic risk
Compliance risk
Financial risk
Operational risk

1. Complete the table to explain three different tools and techniques that may be used to identify risk. The first row has been completed as an example for you to follow.

Technique/tool	Description
Brainstorming	A group discussion to produceas many ideas or solutions to problems in a pre-determined amount of time.

1. Explain four options that a company could use to take to control risks.
2. Explain how legislation and its related regulatory requirements relate to risk management. In your answer:

• identify two different legislative and regulatory requirements that may apply to risk management.
• for each legislative requirement, explain how it relates to risk management.
• provide one example of how regulations support one of the legislation.

1. Explain the purpose of risk management policies and procedures in the workplace as they relate to risk management.
2. Complete the table below to summarise how three policies and procedures relate to risk management.

Policy/procedure	Description
Record keeping policy and procedure
WHS policy and procedure
Confidentiality policy/procedure

Questions

Provide answers to all of the questions below:

1. Explain:

• the purpose and content of an operational plan
• the role of an operational plan in achieving the organisation's objectives
• the purpose and content of a contingency plan.

1. Explain the difference between an operational plan modelled on the organisation as a whole and one that has been modelled to suit a specific organisational goal or department.
2. Describe typical methods for developing an Operational Plan.
3. Complete the table below to describe information sources necessary to develop and present operational plans. The first row has been completed as an example for you to follow.

Information source	Description	Examples (provide 1)
Colleagues/Employees	Colleagues may be part of the same team, or from another team.	Team member CFO Manager of a different team
External consultants
Strategic plan
Budgets and forecasts
Legislation and regulatory authorities
Organisational policies and procedures

1. List four ways to consult with stakeholders:
2. Complete the table below to describe the requirements for resources included in operational plans:

Resource Type	Description of the resources and 2 examples:	How to acquire the resource:
Physical		How do you acquire physical resources and/or services?
What does a procurement process include (list at least four considerations)?
Relevant organisational policies and procedures (at least one):
Financial		What workplace documents provides information about financial resources? (describe at least one):
How does the budgeted and actual finances influence profitability and productivity of the operational plan?
Explain how to obtain additional finances:
Human		How do you recruit staff?
List at least two induction strategies:
Relevant organisational policies and procedures (at least one):

1. Explain the purpose of key performance indicators.
2. List four different approaches to developing key performance indicators.
3. Explain the procedure for documenting performance, including records that should be kept.
4. Provide a definition of a PCBU and outline their key responsibilities under WHS laws.
5. Outline the aim and scope of the Fair Work Act 2009.

Questions

Provide answers to all of the questions below:

1. Outline two benefits of good group dynamics on a team's performance.
2. Provide examples of three causes of poor group dynamics.
3. Explain why a team would need a team performance plan.
4. Complete the table below to show how a performance plan can help overcome the following scenarios:

The team needs to complete the project by a certain deadline.
The team members do not understand the reason for undertaking the project or their own involvement in it.
The team members are a diverse group and have many different outcomes in mind. They are struggling to organise themselves as a team.

1. Provide at least two examples of formal and informal communications in the workplace, by completing the table below:

Formal
Informal

1. In light of the Covid-19 pandemic and employees working from remote locations, provide examples of two tools or techniques for creating collaboration between team members.
2. Team leaders need to develop strategies to ensure that their team members have input into planning, decision making and operational aspects of work. Describe at least three strategies that can be used to accomplish this.
3. Explain how to give constructive feedback to a team member.
4. Explain what is meant by reaching consensus in a team.
5. Describe two strategies for reaching consensus in a team.
6. Outline two ways that issues can be identified by team members.
7. Describe three strategies a team leader can use to help resolve conflict in a team.