Reference no: EM132361113

Lead and manage effective workplace relationships

Task 1

Assessment Instructions

This is an individual assessment. You are required to demonstrate the skills and knowledge required to plan communication systems.
If you need help understanding any questions, ask your assessor to explain.

Using the simulated business information provided, and in response to a scenario, you will prepare a portfolio of communications planning documentation that includes a communications strategy and grievance procedure. You will also prepare a report to the senior management team on your plans for managing communications and consultation.

To be deemed competent you will need to successfully demonstrate the following:

You must submit:
• a communications planning portfolio that includes:
• a communications strategy
• a short grievance procedure
• a report to the senior management team

Part A: Communications planning portfolio

1. Review the scenario in Appendix 1, particularly the background to the simulated organisation, current change issues, communication and consultation needs, and information about your role as Communications Consultant.

2. Review JKL Industries simulated business documentation, including strategic plans and operational plans. Note what the organisation does, how it does it, what its goals and objectives are, and who its stakeholders and customers are.

3. Develop a draft communications strategy for meeting organisational needs that includes:
a. two to three communications objectives
b. at least two different audiences, for example, senior management, work teams, or individual employees
c. at least two methods of communication or media
d. at least two provisions to facilitate bottom-up consultation (from employees to management); for example, consultation on employee health and safety, consultation on continuous improvement of work processes, consultation on employee conditions and pay, or consultation on job roles and performance expectations.
Note: Ensure you also provide for management feedback on consultation back to employees.

4. Develop a short (less than one page) grievance procedure.

5. Submit your portfolio in accordance with quality specifications outlined below.

Part B: Report to the senior management team
Research and prepare a report to senior managers on your proposed communications planning.
1. Prepare a report in response to the scenario described in the scenario. Determine and prepare to discuss:
a. Organisational needs:
i. internal strategic needs, goals and objectives
ii. external regulatory or legal requirements, such as for WHS consultation, anti-discrimination or industrial relations
iii. business ethics requirements.
b. Your proposed approach to communications and consultation to meet organizational needs:
i. explain your draft communications strategy, organisational policies and procedures, and how such communications systems and policies can support a coordinated approach to developing effective work relationships.

Task 2

Assessment Instructions

This is an individual assessment. You are required to demonstrate the skills and knowledge required to establish systems to develop trust and confidence and manage the development and maintenance of networks and relationships.

If you need help understanding any questions, ask your assessor to explain.

To be deemed competent you will need to successfully demonstrate the following:

You must submit:
• answers to the case-study-based questions.

For this assessment task, you will read and respond to a scenario by answering a set of written questions.

1. Read the scenario in Appendix 1. Pay particular attention to diversity and networking issues and information about your role as Brisbane Branch Manager.

2. Review the JKL Industries simulated business documentation, including policies and procedures.

3. Read the questions related to the scenario.

4. Create a document with written answers to the questions.

5. Submit a print or electronic version of your document containing answers to the questions in accordance with the specifications set out below.

For the following scenario-based questions, put yourself in the position of the new Brisbane Branch Manager and answer the questions accordingly.

Question 1:

An employee has complained to you that some members of your team have not made any effort to accommodate non-Christians in this year's Christmas celebrations. The employee feels excluded and disappointed that an opportunity to bring the team together has instead divided the team along religious lines.

How would you address the employee's complaint?

In your written response to the above question:
• Describe at least two pieces of JKL Industries' policy or procedure that conflict with the team's behaviour towards the employee.
• Identify the relevance of one piece of relevant legislation.
• Describe how policies and processes can help to promote cultural diversity, ethical values and relationship-building.
• Describe any changes or additions you would make to JKL Industries' policies, processes or communications to further promote cultural diversity and ethical values.
• Describe how you would approach the team and any suggestion you would make to resolve the issue fairly and consistent with organisational policy.

Question 2:
To respond to the issue described in question one, you have decided to meet with the team to directly address the behaviour.
How would you prepare for and approach this meeting?
In your written response to the above question:
• Describe what potential problems you anticipate from the team.
• Describe how you would confront the team with their unacceptable behaviour, while maintaining trust and avoiding the impression of taking sides.
• Describe your standard or default communication style. What communication style would you consider adopting for this scenario?
• Describe a previous situation in which you adapted your communication style to meet the needs of others in the workplace or achieve a work goal.

Question 3:
As a manager new to the Brisbane area, you feel that you need to develop contacts with people internal to the organisation, such as managers, and external people, such as suppliers, business networks, managers' networks and mentors.

How would you approach networking to achieve goals?

In your written response to the above question:
• Describe how networking with internal and external people could help you build positive relationships to achieve organisational and professional goals. What networking or networks would you suggest?
• Describe a situation in which you joined a network to achieve an organisational or professional development goal. Describe the network. How did you build stronger relationships within the network? What was the result of the networking for you and your organisation?

Question 4:
Your sales team is relatively new and inexperienced. You feel that they would benefit from networking. Sam and Alex need to build relationships with customers, suppliers and fellow salespeople to achieve personal development and organisational goals.
• Sam: Has issues with internal and external suppliers who consistently miss delivery dates and won't cooperate in keeping costs down for customers. Consequently, he has issues with his own customers; he feels suppliers don't understand his needs as a client. Sam finds conflict really hard and avoids getting angry, hoping the problem will resolve itself. Sam feels he would benefit from hearing how others negotiate terms with suppliers. Right now, however, he has very little respect for them as they've let him down.
• Alex: Has issues with customers who obviously don't understand a good deal when they see it. He's also tired of chasing ‘deadbeats' for settling accounts on credit. Alex would like to know how others deal with such ‘fools' and still maintain a sense of self-respect.
How would you lead Sam and Alex to realise their professional goals and related organisational goals over the next three months?

Using the template provided below:

1. Prepare a plan to develop and maintain internal and external relationships, including a schedule for the next three months.

2. Include at least two activities for each salesperson.

3. Provide a rationale for each activity.

Task 3

Assessment Instructions

You will be assigned to a team of 2 people. Using the simulated business information provided, and in response to a scenario, you will plan and conduct a role-play in which you provide a colleague with guidance regarding a dispute between the colleague and a member of their team. You are to work with your team member to complete this assessment, but must submit individual assessment. If you need help understanding any questions, ask your assessor to explain.

Using the simulated business information provided, and in response to a scenario, you will plan and conduct a role-play in which you provide a colleague with guidance regarding a dispute between the colleague and a member of their team. You will then develop an action plan in consultation with the colleague.

1. Form groups of two people.

2. Read the scenario and role-play information in Appendix 1.

3. Review and familiarise yourself with the JKL Industries simulated business documentation, including strategic plans and operational plans. Note what the organisation does, how it does it, what its goals and objectives are, and who its stakeholders and customers are.

4. Plan to lead a role-played guidance session for a peer manager in response to the scenario.

5. Complete the first activity in the action plan template provided in Appendix 2.

6. Plan how you will:
a. Build trust with your colleague through assuming a calm, professional and emotionally receptive attitude and demeanour.
b. Adjust your personal communication style appropriately to meet the needs (both emotional and technical) of your colleague.
c. Discuss relevant grievance policies and procedures for resolving conflict in accordance with organisational and legislative requirements.
d. Discuss strategies for identifying root causes of conflict and for resolving the conflict.
e. Collaborate with your colleague to develop an action plan (completing the one from Appendix 2 you have already begun to implement by leading this session), including at least three actions your colleague to take to resolve the issue with their employee.

7. Arrange a time and place with your team member to participate in the role-play.

8. You are required to conduct two role-plays (one with you as the Rentals Manager, one as HR Business Partner).

9. Submit your completed action plan within the agreed timeframe.