BSBDIV301 Work effectively with diversity &
BSBFLM303 Contribute to effective workplace relationships
Assessment cover sheet
STUDENT ID STUDENT NAME
Click here to First Name: Click here to enter text.
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Last Name: Click here to enter text.
Student’s Declaration:
Students please note: By submitting this assessment, you are acknowledging and agreeing to the following conditions.
Please complete all assessment tasks, save, and upload in Moodle for grading. Please view the videos on submitting work through Moodle in the FAQ section of your VET Orientation course. Check Moodle grades and feedback on your submission. You will receive an email notification when your assessment has been graded.
Please check the boxes below acknowledging and agreeing to the following conditions.
^ I have read and understood the details of the assessment.
^ I have been informed of the conditions of the assessment and the appeals process and understand I may appeal if I believe the assessment is not equitable, fair or just.
^ I agree to participate in this assessment, and I am ready to be assessed.
^ I certify that the attached is my own work (or in collaboration with other members of the group as required).
^ I have acknowledged all sources where appropriate in accordance with ILSC’s Academic Integrity Policy, and I believe other group members have done the same.
Assessor’s Acknowledgement:
Please verify each of the following principles of assessment by placing a tick in each box. Refer to the assessors handbook for further information if required.
^ Authentic: The assessor is assured that the evidence presented for assessment is the learner’s own work.
^ Valid: The assessor is assured that the learner has the skills, knowledge and attributes as described in the module or unit of competency and associated assessment requirements.
^ Current: The assessor is assured that the assessment evidence demonstrates current competency. This requires the assessment evidence to be from the present or the very recent past.
^ Sufficient: The assessor is assured that the quality, quantity and relevance of the assessment evidence enable a judgement to be made of a learner’s competency.
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Activity 2 – Observation/demonstration Checklist
Student to complete highlighted sections
Trainer to complete checklist
Student Name Click here to enter text.
Trainer/Assessor Click here to enter text. Date Click here to
enter text.
Unit code and name BSBDIV301 Work effectively with diversity &
BSBFLM303 Contribute to effective workplace relationships
During the demonstration of skills and knowledge, did the student: Yes No Comment
Work effectively with diversity & Contribute to effective workplace relationships – Team based Case study
(1) Contribute to work group activities and recognise & respect individual differences in colleagues. ^ ^ Click here to
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(2) Use appropriate language to record key information. ^ ^ Click here to
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(3) Support colleagues to identify difficulties and take action to rectify the situation within own level of responsibility. ^ ^ Click here to
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(4) Seek contributions from internal and external sources to develop and refine new ideas. ^ ^ Click here to
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(5) Plan and implement routine tasks according to directions and workplace scenario. ^ ^ Click here to
enter text.
(6) Identify and take steps to follow accepted communication practices and protocols. ^ ^ Click here to
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(7) Collect and record key information related to the outcomes of the job, using appropriate vocabulary and style. ^ ^ Click here to
enter text.
(8) Access and analyse key information to achieve planned outcomes. ^ ^ Click here to
enter text.
(9) Review and improve workplace outcomes in consultation with relevant personnel. ^ ^ Click here to
enter text.
Work effectively with diversity & Contribute to effective workplace relationships – Presentation
(10) Encourage participation and foster contribution of and respect for ideas and feedback. ^ ^ Click here to
enter text.
(11) Communicate ideas and information to diverse audiences. ^ ^ Click here to
enter text.
(12) Use appropriate tone, speech and pace in verbal interactions & selects vocabulary appropriate to the audience. ^ ^ Click here to
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(13) Use and apply appropriate techniques, including active listening and questioning, to clarify information and to confirm understanding of problems. ^ ^ Click here to
enter text.
The candidate’s performance was: Not satisfactory ^ Satisfactory ^
Overall feedback to candidate:
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Student Signature Click here to enter text. Assessor Signature Click here to enter text.
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Task 1: Work Effectively with Diversity
Activity 1: Short answer questions
A diverse workforce is one that is made up of individuals from a wide range of backgrounds, characteristics and experiences. List at least (6) six characteristics of a diverse workforce. (E.g. Gender)
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1. To create a supportive and inclusive workplace for all people, some groups in the Australian community face particular challenges, or have particular needs.
a) Choose three (3) major groups as defined by either culture, sexual orientation, gender, religious belief or other. (e.g. Senior citizens)
b) For each group describe their needs and the challenges they may face in the workplace and community.
(a) Major Groups (b) Description
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2. In your own words describe the following terms.
(a) Prejudice.
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(b) Discrimination.
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3. What does EEO stand for?
(a) What does EEO legislation cover?
EEO - Click here to enter text.
EEO legislation covers –
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4. If workplace diversity is about understanding individual differences of people, explain how you would show sensitivity to someone whose:
(a) Religious practices and beliefs are different from your own.
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(b) Sexual preferences are different from your own.
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5. In Australia Commonwealth Acts provide the general legal framework to support diversity in the workplace.
Research and provide (4) four of these Acts and include a brief summary of each. Include a reference of your research information.
ACT Brief Summary & Reference (URL)
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6. What does it mean to have social justice in the community?
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7. To create a supportive and inclusive workplace for all, what can your workplace do to show they support and value people? Provide at least (4) four examples for each type below.
(a) Senior citizens.
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(b) A work colleague with a disability.
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8. How would you adjust your communication style to get your message across in the following situations?
(a) A work colleague who is having difficulty understanding your instructions because of a language barrier.
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(b) A customer who is hearing impaired and needs product or service information.
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9. Workplace diversity is not only a legal requirement; it is good management practice. Provide (4) four ways Australian businesses can benefit from diversity.
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10. Explain how diversity improves innovation in Australia?
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11. Scenario question
Read the scenario and provide your responses below:
• You start an exciting new job with a progressive and successful global company who has been given a Community Service Award for contributions to the local community.
• You attend induction on your first day and receive an induction pack, which includes the company’s diversity and inclusion strategy.
• The CEO is a female from Poland and commenced some 10 years before as a customer service representative.
• The oldest member of the work team is a highly skilled 67-year-old man who will coach and support you while you are in training.
• You have been introduced to other members of your work team who are a mix of Australian and other nationalities and cultures.
a) In your opinion, state whether you believe this company values diversity.
b) Provide at least (6) indicators to support your opinion.
(a)
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(b)
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12. In the workplace how can staff encourage each other to share their specific qualities, skills or backgrounds to achieve better work outcomes? List at least (3) three ways.
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Activity 2: Case Study
Diversity and Inclusion at Australia Post
1. Watch the Australia Post video using the link below. (Switch on subtitles/closed captions – Note some words are not translated correctly)
2. Take notes as you watch the video using the space below.
3. Create a summary report (approx. 250 words) addressing all key points and consider your writing style to accommodate a diverse audience.
https://www.youtube.com/watch?v=05-H96tmQs0
Key points
(a) How Australia Post benefits from a diverse workforce.
(b) Impact of the work environment on Australia Post workers.
(c) Methods used to share and improve skills within the organisation and community.
(d) Staff behaviour according to diversity regulations and policy.
(e) Your opinion on the way Australia Post accommodates and values diversity. Notes
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Task 2: Contribute to effective workplace relationships
Activity 1: Short answer questions
1. What is the role of a frontline manager?
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2. Provide three (3) interpersonal skills essential to be an effective frontline manager.
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3. Place a check in the box to indicate the most appropriate and sensitive way to communicate to staff.
Check box Types of workplace communication
^ CC everyone about staff issues.
^ I hope you can handle this project, otherwise we’ll get someone else.
^ Because I said so and I dont pay you to think.
^ I have confidence in you.
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4. Provide a more positive way to say the following that demonstrates integrity and respect.
1. We don’t need your input, we’ve always done it this way.
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2. No-one else has a problem.
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5. Frontline managers should have an understanding of how to deal with problems and workplace issues.
(a) List (4) key points that defines a problem.
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(b) Why is it important to ask questions when dealing with workplace problems?
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(c) List (4) four possible questions you could ask when forming an understanding of a problem.
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(d) List (4) four sources of information a frontline manager could use to help resolve workplace problems.
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(e) Explain why problems should be resolved promptly.
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(f) Who could a frontline manager refer a problem to if the issue could not be resolved?
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6. What is the difference between consultation and communication?
Consultation means:
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Communication means:
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7. List (4) four purposes of workplace communication and provide a brief explanation of each.
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8. Provide at least (5) five methods for collecting information and sharing ideas.
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9. What are the (6) six basic types of non-verbal communication. Provide examples for each type.
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10. List (4) four ways you can demonstrate active listening.
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11. What does it mean to have trust and confidence in the organisation you work for?
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12. List (4) four ways you can encourage and strengthen relationships within the framework of the organisation’s social, ethical and business standards?
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13. Give (3) three examples of how you can demonstrate “competent performance” to colleagues, customers and suppliers.
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14. List (4) four types of networks that help build workplace relationships and resolve problems.
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15. How can networks benefit individuals and the organisations in which they work?
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16. Conflict can be categorised as one of five types. List the (5) five types of conflict.
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17. Explain how relationship conflict is generally caused?
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18. Fill in the missing words to the sentence below that describes how to evaluate workplace outcomes.
“When evaluating workplace outcomes, processes are evaluated by using suitably designed and chosen
(KPIs) and people performance is usually
evaluated by way of a .”
Imagine you work as a front-line manager for a Sales and Service company that sells white goods e.g. washing machines, fridges, microwaves, dryers, etc. Each week you are responsible to set KPI targets for the sales staff according to business objectives.
Provide (2) two examples of weekly KPI targets for the sales staff.
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19. List (3) three reasons an organisation might review workplace outcomes.
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20. Explain at least (2) two benefits of conducting workplace reviews.
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21. Identify (2) two types of legislation that affect the way you work in your job.
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Activity 2: Case Study
Instructions
(a) Read the workplace scenario and provide responses to True or False statements below.
(b) Take Action: Provide appropriate actions that should be followed to rectify key issues to include:
• Who should take responsibility and who is involved?
• Process of consultation and communication.
• How to maintain trust and confidence with those concerned?
• Regulations and organisational values.
Workplace Scenario
Bernard is the head waiter in a fine dining restaurant. He believes in driving his service staff hard to perform at top level and says a good server should be able to explain the entire menu without using notes and answer any question the customer may have.
The restaurant mission statement reads:
‘To provide all who work with us a friendly, inclusive and supportive workplace which encourages long-term and rewarding employment with opportunities for professional development.’
Bernard believes in training and coaching and delivers an extensive induction program that covers food industry regulations for all new employees. He encourages all those who make it through the first 3-month probation to continue to learn new skills to reach their highest potential.
He not only provides regular training with other well-known restaurants and industry professionals but in addition the restaurant offers the most conscientious an opportunity to study hospitality management with all course fees paid. It is no wonder that this restaurant is the most sort after for those wanting to enter the hospitality industry.
Bernard sees himself not as the employee’s friend, but as a professional that staff should respect and revere. He doesn’t like to discuss new ideas or ask for feedback from staff, he is the maître d and believes it’s his way or the highway.
There is another side to Bernard. Make a mistake when he is stressed and the punishment is brutal. He shouts abusive language, calls staff offensive names, especially if you are from a different country, and he has also been known to throw things. Recently he was so mad that he pushed a new waiter during service, called him an offensive name and told him to get out of the restaurant.
Staff have tried to discuss Bernard’s behaviour with other management personnel but nothing ever happens.
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(a) True or False Statements
Answer True or False to the following statements and provide evidence for your choice.
Statements True False Evidence
(i) Bernard’s management style is completely aligned with the restaurant mission statement. ^ ^ Click here to enter text.
(ii) Staff have attempted to deal with and resolve issues with relevant personnel. ^ ^ Click here to enter text.
(iii) Bernard seeks contributions from staff to develop and refine new ideas. ^ ^ Click here to enter text.
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(iv) Bernard gains the trust of his staff and treats people with integrity, respect and empathy. ^ ^ Click here to enter text.
(v) The restaurant offers training and coaching to provide a high level of performance. ^ ^ Click here to enter text.
(vi) The restaurant utilises and benefits from networks and other industry relationships. ^ ^ Click here to enter text.
(vii) The restaurant has a responsibility to rectify actions according to organisational and legal requirements. ^ ^ Click here to enter text.
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(b) Take Action
Provide appropriate actions that should be followed to rectify key issues to include:
• Who should take responsibility and who is involved?
• Process of consultation and communication.
• How to maintain trust and confidence with those concerned?
• Regulations and organisational values.
(Approx. 150 words)
Click here to enter text.
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Task 3: Case Study & Observation/demonstration
Group Activity 1
Case Study description
For this case study you will work as part of a team and demonstrate your ability to:
• Recognise and work effectively with individual differences.
• Seek, receive and communicate information.
• Encourage trust and confidence.
• Identify and use networks and relationships.
• Contribute to positive outcomes.
Instructions
Work as part of a team (2 or 3 participants) and follow steps to complete the case study.
Step 1 Study the Workplace scenario and analyse staff profiles.
Step 2 Discuss differences, characteristics and skills of staff (a) and find solutions to workplace issues (b).
Step 3 Your Trainer/Assessor will observe and assess your skills and abilities according to team work and your 5-minute presentation using the observation checklist (below).
Step 4 Team presentation and Q&A Session. As part of your team you will give a 5-minute talk on your solutions to issues and participate in a ‘Question and Answer’ session with your trainer/Assessor and other classmates.
Please note: All written responses must be your own work formed from your participation in a team, discussions and shared ideas.
Workplace scenario
You work as part of the management team for a Postal office and Retail shop in a busy shopping centre.
The staff make up a diverse group of individuals according to 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.
Company policy and procedures manual is available to all staff and provides a range of relevant workplace policies.
You access reliable information on employment awards and entitlements including rates of pay for staff who are classified under ‘General Retail Industry’ from the ‘Fair Work Ombudsman website’.
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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 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 has years of experience in a customer service role but doesn’t contribute ideas or share his knowledge and skills with others. 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 Australian Carol is 59-years-old and has worked for the company for 10 years full-time. She has a hearing-impairment and wears a hearing aid but if you speak directly in front of her, she has no problem understanding what is being said. Carol is a Catholic Christian who expects to attend the 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 all manner of things including how the company should be run. She is comfortable devising solutions to problems and always speaks up in meetings. Carol is generous and shares her skills, 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 in business and hopes one day to manage her own business. She works hard to build effective relationships with customers and staff and 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.
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Justin Holmes
Full-time – Trainee Customer Service Officer
Justin is 19 years old Australian, his parents immigrated from the UK 20 years ago, he has only worked for the organisation full-time for a period of 6 months.
Justin is known as Generation Z. The 12 to 19-year-old group, who cares deeply about ethical and global issues, are the most progressive generation to date, use digital technology more than any previous group, and are set to change the world with their optimism and ambition. Media and market research companies have labelled 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 about 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 – Postal delivery officer
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 works part-time because he runs another business from home. He is very organised and works fast to sort and organise mail.
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.
(a) Individual differences, characteristics and skills
The management team is currently reviewing business objectives and staff performance. Identify differences, characteristics and skills for all 5 staff members and fill in the table below.
Staff member Differences & characteristics Skills & Education
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text.
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(2) Click here to enter text. Click here to enter text. Click here to enter text.
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(b) Current workplace issues
Analyse each issue, collect relevant information and consult with each other to decide on the most appropriate solution that:
• Builds trust, respect and accommodates workplace diversity.
• Encourages workplace relationships.
• Ensures behaviour is consistent with relevant legislation and company values.
Zhang Chen
Issue
Chen has received negative feedback from a customer in relation to Justin’s work performance. The customer said “Justin kept me waiting too long, I missed my bus, he is just so slow”. Chen is hesitant to speak about the issue as not to cause a problem in the relationship. He decides to speak to the management team but wants assurance that his name will not be mentioned.
1. Source relevant information.
2. Consider who you will speak to and who is involved.
3. Provide details of the process you will follow.
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Justin Holmes
Issue
Justin has requested a review of his salary. He believes his pay is too low and wants details on the next level of pay. He is currently paid as a ‘Junior-Full-time, 19 years - Retail employee level 3.’
1. Research and source relevant information.
2. Review Justin’s staff profile, discuss with your team whether a pay rise at this time is appropriate.
3. Create a written response for Justin in the space below.
Written response
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Carol Peterson
Issue
Carol has requested days off to attend Christian functions and services throughout the year according to her religion. She has offended Aida because she says “if you have immigrated to Australia you don’t have the same religious rights in the workplace”.
1. Research and source relevant information. Provide a reference of your research.
2. Consult and provide a solution and advice for Carol and Aida.
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Aida Baqri
Issue
Aida has identified that the company ‘Policy and Procedures Manual’ does not include a policy on antidiscrimination and harassment.
1. Research and source relevant legislation.
2. Create a ‘Policy Statement’. (1 paragraph, approx. 50 to 100 words)
Click here to enter text.
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Brian Sampson
Issue
Brian doesn’t feel that he is treated equally as part of the work team. He thinks his colleagues don’t
really know him and he believes more should be done to encourage better workplace relationships.
1. Source relevant information.
2. Provide at least (4) four solutions that encourages relationships and builds workplace networks.
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Activity 2: Observation/demonstration Checklist – Criteria
Student – the trainer will be assessing you on the following:
During the demonstration of skills and knowledge, did the student: Yes No Comment
Work effectively with diversity & Contribute to effective workplace relationships – Team based Case study
(1) Contribute to work group activities and recognise & respect individual differences in colleagues. ^ ^ Click here to
enter text.
(2) Use appropriate language to record key information. ^ ^ Click here to
enter text.
(3) Support colleagues to identify difficulties and take action to rectify the situation within own level of responsibility. ^ ^ Click here to
enter text.
(4) Seek contributions from internal and external sources to develop and refine new ideas. ^ ^ Click here to
enter text.
(5) Plan and implement routine tasks according to directions and workplace scenario. ^ ^ Click here to
enter text.
(6) Identify and take steps to follow accepted communication practices and protocols. ^ ^ Click here to
enter text.
(7) Collect and record key information related to the outcomes of the job, using appropriate vocabulary and style. ^ ^ Click here to
enter text.
(8) Access and analyse key information to achieve planned outcomes. ^ ^ Click here to
enter text.
(9) Review and improve workplace outcomes in consultation with relevant personnel. ^ ^ Click here to
enter text.
Work effectively with diversity & Contribute to effective workplace relationships – Presentation
(10) Encourage participation and foster contribution of and respect for ideas and feedback. ^ ^ Click here to
enter text.
(11) Communicate ideas and information to diverse audiences. ^ ^ Click here to
enter text.
(12) Use appropriate tone, speech and pace in verbal interactions & selects vocabulary appropriate to the audience. ^ ^ Click here to
enter text.
(13) Use and apply appropriate techniques, including active listening and questioning, to clarify information and to confirm understanding of problems. ^ ^ Click here to
enter text.
Please make sure you sign the Observation Checklist located at the front of this assessment. Your trainer needs to complete this checklist after your presentation.
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