2500-3000 words
Student Name: Student ID:
Assessment Type: 1 Case Study
Other:
Assessor’s Name:
Assessment Outcome: ? Satisfactory ? Not Yet Satisfactory
Student Declaration: By submitting this assessment via Moodle, I declare that this is my own work and had not been copied or plagiarised from any other source. Please refer to the Student Handbook for more information.
Assessment Conditions: Each assessment criteria is recorded as either Satisfactory (S) or Not Yet Satisfactory (NYS). A student can only achieve a ‘Satisfactory’ Assessment Outcome for the entire assessment when all assessment Criteria listed below are ‘Satisfactory’. A student who is assessed as ‘Not Yet Satisfactory’ is eligible for re-assessment with their trainer.
All assessment answers must be typed, include this assessment cover sheet and uploaded in ‘WORD’ version to moodle.
Assessment Criteria
Element Performance Criteria S NYS
BSBLDR501 Develop and use emotional intelligence
1. Identify the impact of own emotions on others in the workplace 1.1 Identify own emotional strengths and weaknesses ?
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1.2 Identify personal stressors and own emotional states related to the workplace ?
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1.3 Develop awareness of own emotional triggers and use this awareness to enable control emotional responses ?
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1.4 Model workplace behaviours that demonstrate management of emotions
1.5 Use self-reflection and feedback from others to improve development of own emotional intelligence ?
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2. Recognise and appreciate the emotional strengths and weaknesses of others 2.1 Respond to the emotional states of co-workers and assess emotional cues ?
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2.2 Identify the range of cultural expressions of emotions and respond appropriately ?
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2.3 Demonstrate flexibility and adaptability in dealing with others ?
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2.4 Take into account the emotions of others when making decisions ?
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3. Promote the development of emotional intelligence in others 3.1 Provide opportunities for others to express their thoughts and feelings ?
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3.2 Assist others to understand the effect of their behaviour and emotions on others in the workplace ?
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3.3 Encourage the self-management of emotions in others ?
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3.4 Encourage others to develop their own emotional intelligence to build productive relationships and maximise workplace outcomes ?
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4. Utilise emotional intelligence to maximise team outcomes 4.1 Encourage a positive emotional climate in the workplace
4.2 Use the strengths of workgroup members to achieve workplace outcomes
Element Performance Criteria S NYS
BSBLDR502 Lead and manage effective workplace relationships
1. Manage ideas and information 1.1 Ensure strategies and processes are in place to communicate information associated with the achievement of work responsibilities to all co-workers ?
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1.2 Develop and/or implement consultation processes to ensure that employees have the opportunity to contribute to issues related to their work role ?
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1.3 Facilitate feedback to employees on outcomes of the consultation processes ?
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1.4 Develop and/or implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel
2. Establish systems to develop trust and confidence 2.1 Establish and/or implement policies to ensure that the organisation’s cultural diversity and ethical values are adhered to ?
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2.2 Gain and maintain the trust and confidence of colleagues and external contacts through professional conduct ?
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2.3 Adjust own interpersonal communication styles to meet the organisation’s cultural diversity and ethical environment and guide and support the work team in their personal adjustment process ?
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3. Manage the development and maintenance of networks and relationships 3.1 Use networks to build workplace relationships providing identifiable outcomes for the team and the organisation ?
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3.2 Conduct ongoing planning to ensure that effective internal and external workplace relationships are developed and maintained ?
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4. Manage difficulties to achieve positive outcomes 4.1 Develop and/or implement strategies to ensure that difficulties in workplace relationships are identified and resolved ?
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4.2 Establish processes and systems to ensure that conflict is identified and managed constructively in accordance with the organisation’s policies and procedures ?
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4.3 Provide guidance, counselling and support to assist co-workers in resolving their work difficulties ?
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4.4 Develop and implement an action plan to address any ?
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Element Performance Criteria S NYS
BSBWOR502 Lead and manage team effectiveness
1. Establish team performance plan 1.1 Consult team members to establish a common understanding of team purpose, roles, responsibilities and accountabilities in accordance with organisational goals, plans and objectives ?
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1.2 Develop performance plans to establish expected outcomes, outputs, key performance indicators (KPIs) and goals for work team ?
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1.3 Support team members in meeting expected performance outcomes ?
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2. Develop and facilitate team cohesion 2.1 Develop strategies to ensure team members have input into planning, decision making and operational aspects of work team
2.2 Develop policies and procedures to ensure team members take responsibility for own work and assist others to undertake required roles and responsibilities ?
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2.3 Provide feedback to team members to encourage, value and reward individual and team efforts and contributions ?
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2.4 Develop processes to ensure that issues, concerns and problems identified by team members are recognised and addressed ?
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3. Facilitate teamwork 3.1 Encourage team members and individuals to participate in and to take responsibility for team activities, including communication processes ?
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3.2 Support the team in identifying and resolving work performance problems ?
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3.3 Ensure own contribution to work team serves as a role model for others and enhances the organisation’s image for all stakeholders ?
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4. Liaise with stakeholders 4.1 Establish and maintain open communication processes with all stakeholders ?
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4.2 Communicate information from line manager/management to the team ?
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4.3 Communicate unresolved issues, concerns and problems raised by team members and follow-up with line manager/management and other relevant stakeholders ?
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4.4 Evaluate and take necessary corrective action regarding unresolved issues, concerns and problems raised by internal or external stakeholders
BSBLDR504 Implement diversity in the workplace S
NYS
1. Scope workforce diversity 1.1 Establish the nature of diversity in the industry sector, community and workplace
1.2 Qualify and quantify the sources of diversity in the industry sector, community and workplace
1.3 Research and identify the benefits of having a diverse workforce ?
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1.4 Identify and analyse legislation, regulation and enterprise policy that impacts on workplace diversity ?
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1.5 Research and identify opportunities and barriers to inclusive engagement ?
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2. Integrate diversity into workplace operations 2.1 Develop and review workplace policies, procedures and planning in accordance with the scope of diversity
2.2 Establish where diversity integration meets the needs of the enterprise and diverse persons ?
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2.3 Review existing policies, plans and procedures to identify areas where diversity can achieve positive impact ?
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2.4 Monitor and review workplace processes to guide implementation ?
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3. Implement diversity across the workplace 3.1 Consult with management and teams to champion the diversity implementation ?
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3.2 Ensure work teams incorporate diversity processes into work activity ?
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3.3 Establish and enable enterprise and individual support processes ?
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3.4 Provide for training and coaching in diversity implementation ?
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3.5 Promote and model inclusive behaviours ?
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4. Review and evaluate diversity in the workplace 4.1 Conduct regular reviews of diversity integration with relevant persons ?
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4.2 Evaluate workplace diversity against workplace policies, procedures and planning objectives
4.3 Identify and recommended improvements to diversity integration
Case Study 1: Emotional Intelligence (10 marks)
Ahmed has just been promoted to joint venture project manager in a large oil and gas company. His responsibilities involve gathering together and coordinating executives from four different organisations who are working together to develop an offshore oil rig. Part of Ahmed’s role is to be in constant communication with the joint venture participants, keeping them up to date on project related changes at all times.
In the initial stages of the project, Ahmed does well and keeps everybody informed, as well as preparing and executing his own contributions to the development. However, as the project moves into a critical planning phase, he finds it difficult to stick to his personal work schedule. The joint venture participants have been requesting documents and information from Ahmed outside of the team’s scheduled meetings, distracting him from completing his own tasks. Ahmed starts to receive criticism from the joint venture team for not following up their requests on time. He starts to lose confidence in himself and his capacity to perform well in his role. He begins having trouble sleeping and is consistently arriving late to work. In an email, his supervisor requests a meeting with him to discuss his performance, leaving Ahmed feeling uncertain about his job.
Question: Based on the emotional intelligence notes and the situation; identify the issue that Ahmed is facing and suggest him ideas to overcome his emotional state.
Answer:
Case Study 2: Workforce Diversity (10 marks)
A campus has set aside a prayer block for the sole use of students who have rigid religious restrictions of praying ( such as Muslims, Buddhist, Jehovah Witness, Catholics, Jews, Hindus) as praying. Other students, who are not much religious using the adjacent building in the evening now need to walk through a dark and bushy isolated area of the campus to the nearest alternative facility or transport.
This has led to complaints about risking personal safety by walking alone, disruption to classes when students have others accompany them, and embarrassment for some students and staff needing to contact campus security to provide escort to and from the toilets.
Question: Discuss the issues raised with the group and decide how this issue can be resolved. Your discussion should take into account cultural needs, discrimination, religious practice, health and safety, and legal obligation.
Answer:

Case Study 3: Team Effectiveness (10 marks)
As the delegated leader of the customer service team at ‘Yummy in your Tummy Lollies’ you are responsible for ensuring that the shop is always staffed with shop assistants who make customers feel welcome, attend to their individual needs knowledgably and promptly and who are able to maintain the shop’s displays at all times. At any one time you have a team of fifteen (15) shop assistants with a need for six (6) per day. Due to the nature of the work you have an average staff turnover of ONE (1) staff position per month.
At a recent senior management meeting the business plan was developed from which you now to develop a performance plan for your sales team. You also need to remember the ongoing team requirements as well as those new requirements brought about the strategic plan. In essence, the business plan states that, over the next twelve (12) months, ‘Yummy in your Tummy Lollies’ is aiming to:
Increase turnover by 30% by:
? Introducing twenty (20) new products including a range of 6 ‘healthy lollies’ options
? Build market loyalty by specifically targeting ‘teens’ as customers by:
? Designing new packaging specifically designed to have greater marketing appeal to the 7-12 age demographic
? Introduce and roll out a club membership for ‘teens; that provides them free gifts for purchases over certain amounts.
Increase efficiencies by:
? Increasing average customer sales from $4 per person per visit
? Purchasing and installing a new computerised Point of Sales system (till) aimed at tracking sales by each Sales assistant
Question: Your Assessment task is to undertake and complete the following key tasks:
1. Define at least 3 sales team goals for the next twelve (12) months. You are to ensure that all sales goals are written in a SMART (specific, measureable, achievable, relevant and timely).
2. Define the Key Performance Indicators (KPI’s) and standards for each goal.
3. Define the timeframe for each goal.
4. Select one (1) goal and create an action plan which clearly documents how you will achieve this goal.
Answers 1, 2, 3:
Goal Key Performance Indicators (KPI) Timeframe for each goal
Answer 4:
Selected goal Action plan


Case Study 4: Developing and Implementing Workplace Policy (10 marks)
Tom, one of your employees, has worked in the office for ten years. He is well liked and knowledgeable about the history of the office and IT systems. There is no past history of performance issues that you can see from looking at past performance reviews. But your workplace does not have a performance policy as well. What you have observed is that Tom regularly shows up late, (office opens at 8:30am, Tom usually comes by 9/9:15 am), takes longer than an hour for lunch, and often is heading out the door by 4:30pm (office closes at 5pm). You notice that this type of behaviour seems to happen once in a while for other employees in the office, but seems like a daily practice for Tom. He never records any of this time on his time card as official time off. Since your organisation does not have a strict written policy in regards to performance, attendance and behaviour, you are now in the process to prepare a policy/rule for everyone to follow.
Question: Prepare a small policy for this workplace in regards to performance, attendance and other expected behaviour. Limit your policy within 300 words.
Answer:
PERFORMANCE, ATTENDANCE AND BEHAVIOUR POLICY OF XYZ COMPANY