You work as part of the team at Post and Parcel Pickup. This company operates a postal service where staff deal face-to-face with a wide variety of customers who come into their store and depot to collect parcels.

The staff includes a range of individuals with diversity across gender, age, language, cultural background, religious belief, sexual preference, family responsibilities, marital status, life experience, level of education, disability, personality, values, perceptions and attitudes.

The company believes a diverse and inclusive workplace brings out the best in people and helps to provide a better service to customers and communities.

A company policy and procedures manual is available to all staff and provides a range of relevant workplace policies.

Staff profiles

Zhang Chen

Full-time - Customer Service Officer

Born in China, Chen is a 40-year-old man who came to Australia 8 years ago with his wife. He has worked full-time for the company for 4 years. Chen can read and write English fluently and has a qualification in translation & interpretation. He is a traditional Chinese person, polite, respectful and very courteous to staff and customers. He works well as part of the team, and gets on well with everyone. He has years of experience in a customer service role but doesn't contribute ideas or share his knowledge and skills with others unless he is asked. He attends meetings, takes notes, and listens carefully, but doesn't contribute. Chen respects authority and believes that

it's the manager's role to tell everyone what to do and when to do it.

Carol Peterson

Full-time - Customer Service Officer

Born in Australia, Carol is 42 years old and has worked for the company for 10 years full time. She holds a certificate in frontline management. Carol is a Catholic Christian who expects to attend church services and functions throughout the year, even if it means losing a day's pay.

Carol communicates well with customers and likes to chat about everything, including how the company should be run. She is comfortable developing solutions to problems, and always speaks up in meetings. Carol is generous and shares her skills, her knowledge and her Christian views.

Aida Baqri

Part-time - Customer Service Officer

Aida is a 34-year-old Muslim from Pakistan who has been in Australia for 10 years. She prefers to work part-time, because she has two children of primary school age.

Aida has a Bachelor of Business and hopes to manage her own business one day. She works hard to build effective relationships with customers and staff. As a high achiever, she meets KPI targets by providing efficient and quality customer service. She is always willing to share her skills and knowledge with others. She is social, communicates well, and has a great smile.

Justin Holmes

Full-time - Trainee Customer Service Officer

Justin is a 19-year-old Australian. His parents immigrated from the UK 20 years ago, and he has worked for the organisation full-time for a period of just 6 months.

Justin is known as Generation Z. The 12 to 19-year-old group, who care deeply about ethical and global issues, are the most progressive generation to date. They use digital technology more than any previous group, and would like to change the world with their optimism and ambition. Media and market research companies have labeled Gen Z "screen addicts", with older generations struggling to understand why they spend so much time online.

Justin fits perfectly into this category. He has excellent computer skills and although he adds a dynamic to the team, his colleagues have a low opinion of his work performance. He is sometimes late and takes his time to do each task. Older customers are patient when he serves because of his youth and positive attitude.

Brian Sampson

Part-time - Parcel Sorter

Brian is 50-year-old gay man who has worked for the organisation for 5 years. He came to Australia from New Zealand with his partner 10 years ago. He has an Arts degree and chooses to work part-time because he now runs an art business from home. He is very organised and works fast to sort parcels for collection.

Brian is charismatic and gets on with everyone but feels that other staff members don't really understand or take the time to know him. He works away from customers and sometimes feels isolated in the workplace.

Bernard Arnaud

Full time - Parcel Pickup Coordinator

Bernard is 59 years of age and has been working with the company for 26 years. He likes to be respected and expects management to seek his opinion in decisions because of his experience and knowledge. He knows many of the customers, who trust him and enjoy his efficiency. He is not very open to new ideas, especially related to technology, because he feels it "slows everything down". Bernard has no formal qualifications and left school early. He thinks that training is a waste - staff should just be "thrown in the deep end" and learn on the job like he did. He is very good at problem-solving and organisation. He has trouble hearing when there are a lot of distracting noises and can get quite irritable when he can't understand what someone is saying.

Scenario

Lately there have been some workplace issues in the local branch of Post and Parcel Pickup. The management team have asked you to work together with others to assess the team and focus on inclusive work practices to achieve work outcomes.

The issues are: Issue 1: A few customers have provided negative feedback in

relation to Justin'swork

performance. They have said that that even though Justin is very positive and polite, he is very

slow, causing them delays They say he likes to show them how they could do things quicker

themselves by using the online app, but the older customers prefer the face-to-face interaction.

Issue 2:Carol has requested days off to attend Christian functions and services throughout the

year according to her religion. When Aida asked if she could also get days off, Carol told her that

because she had immigrated to Australia,she didn'thave the same religious rights in the

workplace.

Issue 3.In a recentonline staff feedback survey, Brian said he doesn't feel that he is treated

equally as part of thework team. He thinks his colleagues don't really know him and, because

he is mainly in the parcel sorting and pickup area, he can feel isolated. He believes management

should do something to encourage better workplace relationships between the two areas of

customer service and parcel pickup.

Issue 4. Bernard insists on using paper systems rather than the new digital systems recently

implemented. This is causing issues for the customer service staff when customers enquire

about the status of their parcel. When approached by younger staff members he is often

dismissive and unfriendly.

Work Activity 1 - Group work declaration:

This assessment activity has been completed by thepeople listed below. It was a fair team effort where everyone contributed equally.No part of this assessment has been copied from anyother person's work and no part ofithas been written by anyother person.

Date of consultation:	Name of team member(acting in the role of a Post and Parcel Pickup staff member)

Task 3: Work Activity 1, Step 1

Staff Profiles

Staff Profiles
Staff member	How they differ from other team members	Skills& Education
(1) Zhang Chen
(2) Carol Peterson
(3) AidaBaqri
(4) Justin Holmes
(5) BrianSampson
(6) Bernard Arnaud

Task 3: Work Activity 1, Step 2

Planning template

Planning template
Issue	Identify issue and possible solutions	Organisational policy or procedure
1.A few customers have provided negative feedback inrelation to Justin'swork performance.They have said that that even though Justin is very positive and polite, he is very slow, causing them delays They say he likes to show them how they could do things quicker themselves by using the online app, but the older customers prefer the face-to-face interaction.	Specific details: SOLUTIONS:
2. Carol has requested days off to attend Christian functions and services throughout the year according to her religion. When Aida asked if she could also get days off, Carol told her that because she had immigrated to Australia, she didn't have the same religious rights in the workplace.	Specific details: SOLUTIONS
3.In a recent online staff feedback survey, Brian said he doesn't feel that he is treated equally as part of the work team. He thinks his colleagues don't really know him and, because he is mainly in the parcel sorting and pickup area, he can feel isolated. He believes management should do something to encourage better workplace relationships between the two areas of customer service and parcel pickup.	Specific details: SOLUTIONS:
4. Bernard insists on using paper systems rather than the new digital systems recently implemented. This is causing issues for the customer service staff when customers enquire about the status of their parcel. When approached by younger staff members he is often dismissive and unfriendly. .	Specific details: SOLUTIONS: