Student Name:
Date:
Declaration
I acknowledge the assessment process has been explained and agree to undertake assessment. I am aware of Careers Australias appeals process, should the need arise. I also understand that I must be assessed as ‘satisfactory in all parts of the assessment to gain a competent result for this unit of competency. I declare that the work contained in this assessment is my own, except where acknowledgement of sources is made. I understand that a person found responsible for academic misconduct will be subject to disciplinary action (refer to student handbook).
Student Signature:¬ Date:
Scenario
The JCG Department Store is a one-stop shop for style and fashion. The product range includes womenswear, menswear, childrenswear, beauty, footwear, handbags, accessories and fragrance.
You are to assume the character of Hanz Konig, Head of Operations, JCG Department Store. Esther Smithers, Managing Director of the Department Store, has engaged Alan Henderson from Analytical.com to perform an employee engagement survey for the organisation. She has emailed you below to take action on the survey results.
Send
? To Hanz Konig
Subject Work responsibilities – strategies and processes
Analytical results
Dear Hanz,
Please see the employee engagement survey for JCG Department store. As you know, we currently use several strategies and processes to communicate work responsibilities, including:
• Job Descriptions
• KPIs
• Career development
• Employee reviews
Some of these may need to be reviewed, please ensure these are in place as you manage the Department Store relationships.
Regards
Esther Smithers
Results of this survey can be found in your resources list – Analytical Results.
You are to use the survey results provided, to assist you in leading and managing workplace relationships at the Department Store.
As Hanz Konig, Head of Operations, JCG Department Store, you are required to produce an action plan, as a result of leading valuable relationships in the Department Store. You will be working with Human Resources (HR) and each Department manager.
Leading and managing people r an interactive and social knowhow, so it will take time to understand how to build trust, develop networks or resolve conflict in a business environment. Guidance from your manager and organisational policies will help to guide you on the expected process or behaviours when leading people in your workplace.
Assignment 1
In this assignment you will communicate the engagement survey results, then use feedback and consultations to resolve any immediate issues that arise.
Question 1
Hint
Read the content in Section 1.1 Ensure strategies and processes are in place to communicate information associated with the achievement of work responsibilities to all co-workers of the eBook – BSBLDR502 Lead and manage effective workplace relationships.
Question 1, Part A
There are at least four (4) strategies and processes to communicate achievement of work responsibilities at the Department Store. Complete the table to identify these strategies or processes and how they are used to communication information.
Strategy or process How is this used to communicate information?
Question 1, Part B
Access the employee engagement survey results from Analytical, below. Identify the three (3) lowest scoring engagement score areas.
Three (3) lowest scoring engagement score areas
Question 1, Part C
You will need to communicate the information identified in Question 1, Part B, to ensure co-workers achieve their work responsibilities. Explain the goals and processes you will communicate to staff, in relation to the work responsibilities listed in the table below.
Work responsibilities Goals to address engagement areas with low score (1.1b) Procedures to address engagement areas with low score (1.1b)
Job description
Key performance indicators (KPIs)
Career development
Employee reviews
Question 1, Part D
Write a script (200 words) you will read to co-workers, to explain how these JCG strategies and procedures can support the development of effective work relationships. Ensure your script focuses on the following:
• interpersonal styles
• communications
• consultation
• cultural and social sensitivity
• networking
• conflict resolution
Script
Question 2
Hint
Read the content in Section 1.2 Develop and/or implement consultation processes to ensure that employees have the opportunity to contribute to issues related to their work role of the eBook – BSBLDR502 Lead and manage effective workplace relationships.
Develop a consultation process to ensure all JCG Department Store employees have the opportunity to raise issues following the engagement survey.
Your process should include at least three (3) steps and be based on the Analytical Results document as in Question 1, Part 1.
(Hint: Use the procedures you identified in Question 1, Part C.)
Consultation process
Question 3
Hint
Read the content in Section 1.3 Facilitate feedback to employees on outcomes of the consultation processes of the eBook – BSBLDR502 Lead and manage effective workplace relationships.
Question 3, Part A
HR and department managers have conducted a consultation process with JCG employees and confirmed the primary concerns are:
• career pathways
• cultural diversity
• lack of leadership
You want to facilitate the feedback from the survey results to your team. Create a process of how you will facilitate this feedback to your team.
Process
Question 3, Part B
Send an email (using the template below) to your team, detailing an invitation to a meeting to facilitate the consultation outcomes in Question 3, Part A. To facilitate the feedback effectively, you need to communicate the meeting date and time, as well as the preparation required for the meeting (as per feedback process).
Sending emails - A sample has been provided here for your direction. The email will be ‘sent when you submit this assignment document.
Send
? To Department Store team
Subject Results and feedback
Feedback process
Hi team,
Regards
Hanz Konig
Operations Manager
Question 4
Hint
Read the content in Section 1.4 Develop and/or implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel of the eBook – BSBLDR502 Lead and manage effective workplace relationships.
Review the Business Improvement Form submitted by an employee (document can be found in Resources list).
Question 4, Part A
There is a concern that JCG could be liable for not following workplace legislation. Review the Legislation in Australia document below. List and outline five (5) relevant legislation, regulations, standards and codes to managing effective workplace relationships.
Legislation Outline of legislation
1
2
3
4
5
Question 4, Part B
Use the table below to develop a process to ensure the issue raised in the Business improvement form is resolved promptly or referred to relevant JCG staff.
Issue resolution process Process to resolve issue in Business Improvement form (include referral to staff member if issue is not resolved)
1 Define the problem
2 Generate alternatives
3 Evaluate and select alternatives
4 Implement solutions
========================

Student Name:
Date:
Declaration
I acknowledge the assessment process has been explained and agree to undertake assessment. I am aware of Careers Australias appeals process, should the need arise. I also understand that I must be assessed as ‘satisfactory in all parts of the assessment to gain a competent result for this unit of competency. I declare that the work contained in this assessment is my own, except where acknowledgement of sources is made. I understand that a person found responsible for academic misconduct will be subject to disciplinary action (refer to student handbook).
Student Signature:¬ Date:
Assignment 2
Question 1
Hint
Read the content in Section 2.1 Establish and/or implement policies to ensure that the organisations cultural diversity and ethical values are adhered to of the eBook – BSBLDR502 Lead and manage effective workplace relationships.
Refer to the JCG Diversity Policy in your resources list.
Prepare a detailed process of implementing this policy in the Department Store, to ensure JCGs cultural diversity and ethical values are adhered to.
Implementation process
Question 2
Hint
Read the content in
Section 2.2 Gain and maintain the trust and confidence of colleagues and external contacts through professional conduct
Section 2.3 Adjust own interpersonal communication styles to meet the organisations cultural diversity and ethical environment and guide and support the work team in their personal adjustment process
Section 3.1 Use networks to build workplace relationships providing identifiable outcomes for the team and the organisation
of the eBook – BSBLDR502 Lead and manage effective workplace relationships.
Esther Smithers, the Managing Director has communicated the following to you.
‘The level of employee absenteeism this month has increased significantly. I have been observing the daily interactions between department staff and have noted that in most instances, employees do not address each other by name and rarely engage in any social conversations. We also have several staff members who have English as a second language, so they might need additional support. Recalling a seminar I attended recently, a study showed how people who are happy at work are more productive, creative and more successful. I would like to see the internal employee networking improve at the Department Store. ‘
Interact with others
Now you need to communicate through interaction with others. With a partner, conduct a brainstorming session for each of the following and document the experience in the space provided.
What are two (2) ways you can gain and maintain the trust and confidence of JCG colleagues and external contacts.
How would you identify your own interpersonal communication style, then adjust to ensure the following.
• Meet the organisations cultural diversity and ethical environment
• Guide and support the work team in their personal adjustment process
How would you plan for the improvement and management of internal employee networking at the Department Store, to build workplace relationships to support reducing employee absenteeism.
===================

Student Name:
Date:
Declaration
I acknowledge the assessment process has been explained and agree to undertake assessment. I am aware of Careers Australias appeals process, should the need arise. I also understand that I must be assessed as ‘satisfactory in all parts of the assessment to gain a competent result for this unit of competency. I declare that the work contained in this assessment is my own, except where acknowledgement of sources is made. I understand that a person found responsible for academic misconduct will be subject to disciplinary action (refer to student handbook).
Student Signature:¬ Date:
Assignment 3
Question 1
Hint
Read the content in Section 3.2 Conduct ongoing planning to ensure that effective internal and external workplace relationships are developed and maintained of the eBook – BSBLDR502 Lead and manage effective workplace relationships.
Complete the action plan below to ensure the development of internal and external (one each) networks is ongoing and relationships are maintained at the Department Store.
Objectives Long-term strategy (how to ensure it is ongoing) Time and resources required Who is responsible? How is success measured? Priority
Internal networks
External networks
====================

Student Name:
Date:
Declaration
I acknowledge the assessment process has been explained and agree to undertake assessment. I am aware of Careers Australias appeals process, should the need arise. I also understand that I must be assessed as ‘satisfactory in all parts of the assessment to gain a competent result for this unit of competency. I declare that the work contained in this assessment is my own, except where acknowledgement of sources is made. I understand that a person found responsible for academic misconduct will be subject to disciplinary action (refer to student handbook).
Student Signature:¬ Date:
Assignment 4
Question 1
Hint
Read the content in Section 4.1 Develop and/or implement strategies to ensure that difficulties in workplace relationships are identified and resolved of the eBook – BSBLDR502 Lead and manage effective workplace relationships.
You have noted a recent customer complaint letter that was received (see your student resources). As a result of this, you have made a decision to improve employee diversity within the workplace.
Referring to the customer complaint, explain three (3) strategies to identify and resolve issues with workplace relationships in the Department Store.
Strategies
Question 2
Hint
Read the content in Section 4.2 Establish processes and systems to ensure that conflict is identified and managed constructively in accordance with the organisations policies and procedures of the eBook – BSBLDR502 Lead and manage effective workplace relationships.
As an Operations Manager in the Department Store, you are aware managing conflict can sometimes get out of hand. To prepare yourself, you will make yourself familiar with the conflict resolution process at JCG – this is found in the Diversity Policy (see your student resources).
What processes and policies can you establish to constructively manage conflict that may occur? How will you ensure this process aligns with the organisations standards and/or any legislative requirements?
Prepare a process to manage any potential conflict that may occur between Department Store staff, ensuring it aligns with JCGs Diversity Policy.
Process
Informal conflict or complaint
Formal conflict or complaint
Question 3
Hint
Read the content in Section 4.3 Provide guidance, counselling and support to assist co-workers in resolving their work difficulties of the eBook – BSBLDR502 Lead and manage effective workplace relationships.
One of your department managers running Womenswear, Mandy Panitz, has been extremely negative towards the changes at the Department Store around diversity. Mandy is quite experienced and has worked for the Department Store for many years, and managing your Womenswear department for the last year. Mandy has shared with you an unfortunate experience she had many years ago which involved a person of a foreign culture causing her harm; as a result she finds it difficult to trust others. In fact, she is aware she has developed racist behaviours and attitudes. You have spoken with her in private, and can see she is struggling to support the diversity policy. You have now realised it was Mandy involved in the customer complaint. You want to assist her to overcome difficulties with diversity.
You are to conduct a roleplay with a partner of your choosing and either record the roleplay and submit the recording with this assessment, or record a transcript of the roleplay in the space provided below.
In this roleplay (student to play the role of Hanz Konig and partner to play the role of Mandy Panitz) you will support Mandy to resolve her difficulties with diversity and ensure that in future she is capable of responding appropriately. During the role play you need to demonstrate the following skills:
• Provide guidance to assist co-workers in resolving their work difficulties.
• Provide counselling to assist co-workers in resolving their work difficulties.
• Support co-workers in resolving their work difficulties.
Script:
Question 4
Hint
Read the content in Section 4.4 Develop and implement an action plan to address any identified difficulties of the eBook – BSBLDR502 Lead and manage effective workplace relationships.
Your final step in leading and managing effective workplace relationships is to develop an action plan. This will ensure identified workplace issues are resolved properly. Review the Analytical results, JCGs Diversity policy, the customer complaint and the Womenswear employee conflict (in Assignment 4, Question 3) to complete the following action plan.
Question 4, Part A
Complete three (3) actions in the table below. Remember to prioritise each action in your plan.
Action plan
Objective Specific Costing/ Resources Milestones/ Success points Responsibilities Timeline/Priority
What you want to achieve What? Why? When? Where? Who? How much? How many? How often? What to provide to make this happen? How to know the objective is progressing successfully? Who is accountable for this? How long to complete? What priority is this action?
Question 4, Part B
Now its time to implement the 1st priority in your action plan. Get the ball rolling, send an email (using the template below) to the responsible persons, detailing actions required and their due date.
Sending emails - A sample has been provided here for your direction. The email will be ‘sent when you upload this assignment document.
Send
? To
Subject
Hi ,
Regards,
Hanz Konig
Hanz Konig
Operations Manager