You are the Operations General Manager at Max Lionel Realty (MLR). You have initiated and begun implementation of a change strategy to improve organisational culture and ensure ethical and legal compliance of agents.

Key outcomes of the strategy will be:

• development of an ethics charter for the business based on WHS responsibilities and REIV Code of Conduct (completed in Project Task 2)
• revisions made to existing policies and procedures to incorporate the use of charter by agents (completed in Project Task 2)
• training for managers and agents on the use of charter, WHS responsibilities and legal/ethical responsibilities (partly completed in Project Task 2).

Managers have now been trained in WHS and ethics. It has been decided that managers will train their agents.

Training objectives for agents

WHS:

• Identify relevant legislation, standards, codes, etc.
• Fill out incident reports.
• Perform a risk assessment.
• Fill in the risk register.

Ethics:

• Identify relevant legislation, standards, codes, etc.
• Use ethics charter: ensure clients, tenants, etc. are aware of charter (revised customer service procedures mandate that agents must ensure awareness).
• Follow the REIV code of conduct: ensure honesty.
• Act in a non-discriminatory manner with clients/tenants.

Managers will be accountable for planning and delivering training, assessing individual competence, periodically reviewing the effectiveness of training, and considering ethical and WHS performance as part of periodic agent performance management, in accordance with company policy.

In addition to preferred suppliers, the following costs are associated with resources:

Resource	Cost
Managers	$120/hr
Training rooms	$100/hr
Paper	$0.50/sheet
Projector	$100/day

All other training resources will be at your discretion and obtained in accordance with the MLR procurement policy.

You will need to:

• meet with the managerial team to discuss training and develop training/information sessions for agents according to agent needs
• assign roles for training
• demonstrate encouragement and support for the team and create a positive work environment
• demonstrate innovative approaches
• encourage innovative approaches to training.
• prepare a budget for the team based on stated needs.

Workshop role-play

You will need to identify at least two people to participate as a Manager during your workshop (role-play):

• take and submit notes as evidence
• ensure participants are familiar with the 'Roles' section below.

The participant may be either:

• Option one: A work colleague, family member, or friend. If so, you will need to:
• video-record the workshop as evidence

workshop, with the email subject: BSBLDR602 - Project Task 3 Workshop role-play.

Note: The role-play may be conducted via phone, webconference (e.g., Skype) or face-to-face.

Roles

The Operations General Manager at Max Lionel Realty is leading a workshop session with fellow managers to discuss and develop training/information sessions for real estate agents.

You have been chosen to play the role of a Manager. In preparation for the role-play, please choose one of the roles below, ensuring that you do not choose the same role as fellow participants.

Ensure you are familiar with your roles. Note: Managers should not volunteer information unless candidate takes a consultative approach.

Manager Residential Realty

• Not sure of responsibilities or accountabilities with regard to training.
• 'I don't see how I should be responsible for my agent's actions. What they do with regard to WHS and ethics is their own business. I don't ask and I don't want to know what they do to generate income for the business.'
• 15 agents require catering
• Should suggest and/or demonstrate brainstorming to generate training ideas.

Manager Commercial Realty

• Not sure of responsibilities or accountabilities with regard to training.
• 15 agents require catering.
• 'Can I use my sister's coffee shop to cater to the training? She really needs the business. She is much cheaper than Coffeeville, our preferred supplier.'
• Should suggest or demonstrate fishbone diagrams/5Whys to determine deep reasons for agents not demonstrating required skills or knowledge (for example, feel ethics is incompatible with buying and selling real estate in a competitive market place).
• Should suggest that training directly address uncovered deep reasons.

Manager Investments

• Not sure of responsibilities or accountabilities with regard to training.
• 10 agents require catering.
• Suggests investment agents opt out of training because openness may restrict the ability to generate profits and be exploited by competitors. Knowledge is power.
• Should suggest and or demonstrate flowcharting to determine the most effective way to run sessions based on agents' needs.