Lead and manage effective workplace relationships

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Lead and manage effective workplace relationships

BSBLDR523

Learner Assessment Pack

Version Control & Document History

Date	Summary of modifications	Version
14 July 2020	Version 1 final produced following assessment validation.	1.0
22 January 2021	Updated broken Bounce Fitness links	1.1

Table of Contents

Assessment Delivery 5 Learner Information 6 Steps for Learners 8 Reasonable Adjustment 9 Resources Required for Assessment 10 Accessing Intranet Pages and External Links 12 Assessment Agreement 13 Assessment Tasks 15 Short Answer Questions 17 Practical Assessment 25 Workplace Supervisor/Assessor Instructions 26 Project Assessment 27 Project Overview 27 Part 1. Establish Effective Workplace Relationship Processes 28 Part 2. Manage Task Issues 44 Part 3. Manage Workplace Conflict 78 Part 4. Review Management of Workplace Relationships 104 Assessment Workbook Checklist 115 Assessment Workbook Checklist 116 Recording 119 Record of Assessment 120

Learner Assessment Pack

Assessment Delivery

Learner Information

This Learner Assessment Pack is designed for you to complete the assessment for BSBLDR523 – Lead and manage effective workplace relationships (Release 1). It may refer to your own workplace/organisation, or to a simulated business provided by your assessor.

The assessment tasks include Short Answer Questions where you need to demonstrate your knowledge and understanding of the unit, and the Practical Assessment, where you need to demonstrate your skills required in the unit. It is recommended that you complete the Practical Assessments in your own workplace/organisation. If you don’t have access to a real workplace, you can complete the assessment in a simulated environment where resources and conditions similar to a workplace must be accessed. Ensure to discuss this with your assessor prior to commencing with the assessment.

Each Learner Assessment Pack is made up of four parts:

Assessment Delivery

Learner Information

Steps for Learner

Assessment Agreement

Assessment Tasks

Assessment Tasks, including:

· Short Answer Questions

· Practical Assessment

Assessment Workbook Checklist

Recording

Record of Assessment

Before you commence your assessment, ensure that you have a good knowledge of the subject, have thoroughly read your Learner Resource, and clearly understand the assessment requirements and the expectations of the industry to which the assessment is related.

Assessments are designed to be completed using your industry/organisation, but your Registered Training Organisation (RTO) may assist you by contextualising the unit to be completed in a simulated workplace environment.

You will be required to demonstrate knowledge and skills which must be observed directly by your assessor. Where the observation task may be difficult for the assessor to directly observed, a video recording of the practical observation task must be submitted as supplementary evidence. Verification from at least one third-party signatory, and preferably two or more witnesses is required to confirm your demonstration of these practical knowledge and skills. These witnesses would usually be your current or recent supervisors, or your assessor.

The practical assessment tasks may be completed using your own workplace, a simulated environment, or a mix of both, as instructed by your assessor. To contextualise this assessment to your industry/organisation, you may be asked by your assessor to provide additional information based on your industry/organisation.

Instructions are given for each task. If you have questions, or unclear how to proceed, consult with your assessor.

Records of all aspects of the assessment must be kept in your Learner Assessment Pack

The record of assessment is a legal document and must be signed, dated, and a copy stored as required by your Registered Training Organisation (RTO).

Steps for Learners

Your Learner Assessment Pack:

1. Upon receiving your Learner Assessment Pack, discuss with your assessor the expectations and requirements of this assessment. You may also need to supply contact details of one or two work referees who can confirm your skills in the industry.

Discuss with your assessor if you intend to undertake the practical assessment tasks based on your employing organisation, in a simulated business, or in a mix of both.

2. Your Learner Assessment Pack is where you will get the task information. Complete each task as instructed using either your own workplace, or using a simulated business, as discussed with your assessor.

3. After you complete your assessment, gather and submit your evidence documents as detailed in the task(s) in the timeframe agreed with your assessor.

Your assessor will advise you if there are any further steps for you to take to satisfactorily complete this assessment.

Reasonable Adjustment

Adapted Reasonable Adjustment in teaching, learning and assessment for learners with a disability – November 2010 – Prepared by – Queensland VET Development Centre

Reasonable adjustment in VET is the term applied to modifying the learning environment or making changes to the training delivered to assist a learner with a disability. A reasonable adjustment can be as simple as changing classrooms to be closer to amenities or installing a particular type of software on a computer for a person with vision impairment.

Why make a reasonable adjustment?

We make reasonable adjustments in VET to make sure that learners with a disability have:

· The same learning opportunities as learners without a disability, and

· The same opportunity to perform and complete assessments as those without a disability.

Reasonable adjustment applied to participation in teaching, learning and assessment activities can include:

· Customising resources and assessment activities within the training package or accredited course

· Modifying the presentation medium

· Learner support

· Use of assistive/adaptive technologies

· Making information accessible both before enrolment and during the course

· Monitoring the adjustments to ensure learners needs continue to be met

Assistive/Adaptive Technologies

Assistive/Adaptive technology means ‘software or hardware that has been specifically designed to assist people with disabilities in carrying out daily activities’ (World Wide Web Consortium – W3C). It includes screen readers, magnifiers, voice recognition software, alternative keyboards, devices for grasping, visual alert systems, digital note-takers.

IMPORTANT:

Reasonable adjustment made for collecting learner assessment evidence must not impact on the standard expected by the workplace, as expressed by the relevant unit(s) of competency. For example, if the assessment were gathering evidence of the learner’s competency in writing, allowing the learner to complete the assessment verbally would not be a valid assessment method. The method of assessment used by any reasonable adjustment must still meet the competency requirements.

Resources Required for Assessment

To complete the Practical Assessment projects, you will require access to:

· Computer with internet and email access and a working web browser

· Installed software: MS Word, Adobe Acrobat Reader

· A workplace that will allow you access to:

· Workplace documentation, including:

· Organisational policy and procedures:

· At least two related to workplace collaboration

Policies and procedures related to workplace collaboration would set the necessary processes that should be following during events of workplace collaboration between various employees.

· At least two related to conflict management

· At least one related to task issue management

· At least one organisational policy for each of the following:

· Diversity

· Ethical Conduct

· People, including:

· At least two team members

· At least two other employees – each employee must be in conflict with each team member

· Opportunity for your team to undertake a task during this period of assessment

· The following documents relevant to workplace relationships:

· Legislation

These include, but are not limited to, the following:

· Equal Employment Opportunity (Commonwealth Authorities) Act 1987

· Racial Discrimination Act 1975

· Regulation

These include, but are not limited to, the following:

· Fair Work Regulations 2009

· Work Health and Safety Regulations 2011

· Standards

These include, but are not limited to, the following:

· National Employment Standards

· Industry-based standards

· Codes

These include, but are not limited to, the following:

· Code of Conduct

· Code of Practice

· Other resources required to resolve:

· Each task issue identified in Task 2.3

· Each conflict identified in Task 3.1

If you will be completing Part 3 and Part 4 of this assessment as Simulated Tasks:

· At least four volunteers to participate in role play activities

· At least two volunteers to play the roles of your team members

· At least two volunteers to play the roles of employees in conflict with your tea members

· Video camera or a mobile phone with video recording capabilities

· A safe environment to conduct the role play activity

Accessing Intranet Pages and External Links

Throughout this workbook, you will be asked to access specific pages from the simulated business, Bounce Fitness. Links to these pages are formatted in Blue Text.

To access these, hold the Ctrl key for Windows users while clicking on these links. For Mac users, directly click the link.

The simulated business, Bounce Fitness, can be accessed by going to http://bouncefitness.precisiongroup.com.au.

Assessment Agreement

Instructions:

Discuss and accomplish this section with your assessor before commencing then sign the confirmation at the end of this Agreement.

Have you signed off	ü
Delivery Method
Classroom	¨
Small Group	¨
One-on-One	¨
Online	¨
Other (please describe)	¨
Assessment Pathway (for Practical Assessment)
Learner’s Organisation (Pre-assessment meeting conducted)	¨
Simulated Workplace Environment (Contextualised by RTO)	¨

Assessment Conditions
Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry. This includes access to:
Legislation, regulations, standards and codes relevant to workplace relationships	¨
Workplace documentation and resources for workplace relationships.	¨
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.

I confirm that the activities and assessment completed as part of this unit are my own work and comply with all relevant copyright and plagiarism rules. I understand that if there is any doubt of the authenticity of any piece of my assessment, I can be orally examined, and the signatory of evidence records may be contacted.
Learner’s name
Learner’s signature		Date

Assessor’s name
Assessor’s signature		Date

End of Assessment Agreement

Learner Assessment Pack

Assessment Tasks

Tasks

Learners are required to complete all tasks as instructed. Consider the evidence as required by tasks and use accordingly to contextualise and meet the needs of industry and each learner.

Contextualisation of Assessments by RTOs

Contextualisation is the process of modifying assessment tools to make learning more meaningful for your learners and their employers.

Precision Group (Australia) recommends that your RTO contextualise the assessment tools to suit particular industry requirements and specific organisational requirements before using them. Contextualisation must retain the integrity of the assessment and the outcome of the unit of competency.

Short Answer Questions

Question 1
Complete the table below: a. Identify at least two business systems that support the development of effective work relationships Systems refer to a group of interrelated processes that work together to achieve a certain goal. b. Briefly explain how each system supports the development of effective work relationships Work relationships can be considered effective when employees get along and work well with each other. This can be characterised by good teamwork, lack of conflict between employees, etc.

Business System	Brief Explanation of How Each System Supports the Development of Effective Work Relationships
a.
b.

Question 2
Bounce Fitness is a premier fitness centre with four centres across Australia. Access the link below to learn more about Bounce Fitness. Bounce Fitness Homepage https://bouncefitness.precisiongroup.com.au/ Complete the table below: a. Identify at least two Bounce Fitness policies and procedure documents related to the development of effective work relationships. Use the link below to access Bounce Fitness’s policies and procedures: Policies and Procedures https://bouncefitness.precisiongroup.com.au/policies-and-procedures/ Policy and procedures support the development of effective work relationships if it outlines requirements that must be implemented during collaboration between employees in the workplace. Requirements must provide guidelines on how effective work can be established and maintained between employees b. Briefly explain how each policy and procedure supports the development of effective work relationships

Policy and Procedure Related to Development of Effective Work Relationships	Brief Explanation of How Each Policy and Procedure Supports the Development of Effective Work Relationships
a.
b.

Question 3

Answer the guide questions below about interpersonal styles

a. Define interpersonal styles.

b. Briefly explain the relevance of interpersonal styles to work relationships

Question 4
Complete the table below: a. Identify at least two communication skills Communication skills refer to the skills needed to be able to convey information to others effectively and efficiently. These skills can include verbal, non-verbal, and written skills that can be used to facilitate information sharing. b. Briefly explain how each communication skill identified can help improve work relationships

Communication Skill	Explanation on How Each Skill Can Help Improve Work Relationships
a.
b.

Question 5

Briefly explain how each concept listed below is relevant to workplace relationships.

a. Consultation

b. Cultural Sensitivity

c. Social Sensitivity

d. Networking

e. Conflict Resolution

Preliminary Task
Short Answer Question 6 requires you to access legislation applicable to your state/territory relevant to managing workplace relationships. For your assessor’s reference: a. Tick the box of the state/territory that you are currently based on located in b. Identify at least one legislation relevant to managing effective workplace relationships that applies to the indicated state/territory When answering Short Answer Question 6, you must refer to the requirements of the legislation identified below.

a. Indicate the state/territory you are currently based or located in:
☐	Australian Capital Territory	☐	South Australia
☐	New South Wales	☐	Tasmania
☐	Northern Territory	☐	Victoria
☐	Queensland	☐	Western Australia
b. Identify at least one legislation relevant to managing effective workplace relationships that applies to the state/territory you are currently based or located in.

Question 6
Access the legislation applicable to your state/territory that you identified in the preliminary task and complete the table below: a. Identify at least two requirements provided in the legislation that is relevant to managing effective work relationships b. Briefly explain how each requirement can be implemented in the workplace to manage effective workplace relationships

Legislative Requirement	Explanation on How Each Requirement Can be Implemented to Manage Effective Workplace Relationships
a.
b.

Question 7

Identify methods that can be used to develop processes for the following situations.

Methods refer to the different ways you can use to develop a process for each of the situations in the guide questions below. Processes for each situation would contain steps or requirements that must be implemented for every instance that each situation is conducted.

a. Identify at least one method that can be used to develop a process for consulting with employees

b. Identify at least one method that can be used to develop a process for conflict management

Conflict management refers to the process of identifying and resolving conflicts that can arise in the workplace

c. Identify at least one method that can be used to develop a process for task issue management

Task issue management refers to the process of identifying and resolving issues that can appear when conducting any given task.

Practical Assessment

The Practical Assessment is a set of tasks that must be completed in a workplace, or in an environment with conditions similar to that of a real workplace.

To be assessed for this unit of competency, you must demonstrate your skills and knowledge to lead and manage effective workplace relationships.

Wherever possible, this assessment must be completed in your own workplace, including the gathering of evidence.

Where a current workplace is not available, you must conduct your practical assessment in an environment where conditions are typical of those experienced in a workplace. The environment must provide you access to all the resources required to complete this assessment.

If you don’t have access to a suitable workplace, discuss with your assessor any adjustments required to the tasks to conduct a simulated workplace assessment.

IMPORTANT!

· All signatures/initials in your submissions, including yours, must be handwritten and dated. Submissions with signatures/initials must be scanned.

· The supervisor/observer who completes and signs your evidence submissions must provide their real name, contact number, and email address for your assessor’s reference.

· Should you encounter issue or concerns regarding your assessment, contact your assessor.

Workplace Supervisor/Assessor Instructions

Dear Workplace Supervisor/Assessor,

Thank you for allowing and assisting the learner to complete this project in (please tick at least one):

· the workplace.

· a simulated workplace environment.

This project requires the learner to lead and manage effective workplace relationships.

The learner will discuss with you the requirements they must complete and the resources they need to access in the assessment environment for this project.

Your Role as the Learner’s Supervisor/Assessor

There are activities in this project that will require your involvement. This includes:

· providing the learner access to the resources required for this project.

· participating in the activities included in this project, including:

· observing the learner as they complete these activities,

· signing the learner’s submissions,

· providing feedback on the learner’s performance, and

· providing guidance to the learner as they complete these activities in the selected assessment environment.

· testifying that the learner has completed these activities in accordance with the workplace standards, policies, and procedures, and in accordance with the requirements of this project.

· being contacted by the learner’s training provider through a phone call or email to further verify that the learner has completed the activities included in this project to a satisfactory level and to verify the authenticity of the learner’s document submissions.

Discuss any queries about the project and associated requirements with the learner. If the learner cannot answer your questions about the project, please contact the learner’s assessor/training provider.

Project Assessment

Project Overview

This project will require you to lead and manage effective workplace relationships.

The project is divided into four parts:

1. Establish Effective Workplace Relationship Processes

2. Manage Task Issues

3. Manage Workplace Conflict

4. Review Management of Workplace Relationships

Tasks and activities in this project assessment require you to have access to a workplace or a similar environment.

Read the instructions in this project carefully before proceeding.

Resources Required for Assessment

Resources you need to access to complete this assessment are outlined in the Resources Required for Assessment section of this workbook and in the task overview of each part of the assessment.

Forms and Templates

Assessment forms and templates are provided in each task in this Project Assessment, unless otherwise specified.

If you are currently in workplace, you may use similar forms and templates used by your organisation to complete the assessment. However, all requirements specified in the task must be included in your submissions.

Part 1. Establish Effective Workplace Relationship Processes

Task Overview

This part of the project requires you to identify and develop processes to establish effective workplace relationships. Specifically, you are required to:

· Identify required processes for workplace collaboration according to organisational policies and procedures

· Develop consultation processes for employees to contribute to issues related to their work role

· Develop processes for conflict management according to organisational policies and procedures

· Develop process for escalated issues or refer to relevant personnel

Resources Required:

To complete this project, you will need access to the following:

· A workplace that will allow you access to:

· Workplace documentation, including:

· Organisational policy and procedures:

· At least two related to workplace collaboration

Policies and procedures related to workplace collaboration would set the necessary processes that should be following during events of workplace collaboration between various employees.

· At least two related to conflict management

· At least one related to task issue management

· Organisational policies on:

· Diversity

· Ethical Conduct

Task 1.1 Identify Workplace Collaboration Processes

ASSESSMENT INSTRUCTIONS

1. Access and review your organisation’s policies and procedures for ensuring workplace collaboration.

Workplace collaboration refers to when at least two people come together to work towards a common goal. During this time, each individual shares their skills and ideas to reach the common goal.

Policies and procedures related to workplace collaboration would set the necessary processes that should be following during events of workplace collaboration between various employees.

2. Locate the Organisational Collaboration Processes template provided within this workbook. Use this template to record policies and procedures in your organisation relevant to workplace collaboration.

3. Complete the template:

a. Identify at least two of your organisation’s policies and procedures related to workplace collaboration.

Relation to workplace collaboration is established if the policy and procedure document contains a requirement that will guide employees on the proper behaviour and practices to implement during each instance of workplace collaboration.

b. Record the title of each identified policy and procedures related to workplace collaboration.

c. Identify at least one process from each policy and procedure that must be implemented during workplace collaboration for each policy and procedure document.

Processes identified in this task will be used in Task 2.2.

4. Have your supervisor sign the Supervisor Declaration Form at the end of the Organisational Collaboration Processes document. This is to ensure that all responses are in line with your organisation’s requirements. Supervisor’s signature must be handwritten.

5. Submit the completed Organisational Collaboration Processes to your assessor.

Organisational Collaboration Processes

Completed by
Workplace/Organisation
Date Completed

Policy and Procedure 1
Title of Policy and Procedure
Process for Workplace Collaboration

Policy and Procedure 2
Title of Policy and Procedure
Process for Workplace Collaboration

SUPERVISOR DECLARATION By signing here, I confirm that I have reviewed the Organisational Collaboration Processes document develop by the learner, whose name appears above, and confirm that the requirements in the document are in line with the organisation’s requirements.
Supervisor Name:
Workplace/Organisation Name:
Signature:
Date signed:

Task 1.2 Develop Processes for Consultation

ASSESSMENT INSTRUCTIONS

1. Access the Consultation Processes template provided within this workbook. Use this template to record the processes you will develop in this task.

2. Complete the template by developing the following processes to be followed when consulting with employees.

Outline the following:

a. At least one process that will allow employees to contribute to the discussion during a consultation.

Contribution refers to how employees can actively participate in the discussion held during each consultation. Methods for employee contribution can include, but are not limited to, the following:

· Employees providing feedback on the topic being discussed

· Asking for ideas from employees on areas for improvement

b. At least one process for facilitating the employees’ contribution gathered to make a decision

These can include, but are not limited to, the following:

· Determining how to facilitate the employees’ contributions

· Ensuring that each decision made is not biased to just one employee’s contribution

c. At least one process for providing feedback on the outcome of the consultation.

Include the following in your process:

· At least one communication method to be used to provide the feedback

Method for communication can vary and can include, but are not limited to, the following:

· Conducting a meeting

· Sending an email

· Identify at least two kinds of information you will include in your feedback

Feedback provided refers to the results of a discussion that is held between a mediator (e.g., manager) and each party concerned in the discussion.

Information that must be gathered and reported can include, but is not limited to, the following:

· How well the employee receiving feedback performed based on the result of each discussion

· How the employee can further improve their performance

Processes developed in this task will be used in the later tasks.

3. Submit the completed Consultation Processes document to your assessor.

Consultation Processes

Completed by
Workplace/Organisation
Date Completed

Process for Employee Contribution

Process for Facilitating Employees’ Contribution

Process for Providing Feedback on the Outcome of Consultation

Task 1.3 Develop Conflict Management Processes

ASSESSMENT INSTRUCTIONS

1. Access and review at least two policies and procedures about conflict management in your workplace.

Conflict management refers to the process of identifying and handling conflicts that arise in the workplace.

2. Access the Conflict Management Processes template provided within this workbook. Use this template to record the processes you will develop in this task.

3. Complete the template:

a. Identify each organisational conflict management policy and procedure you accessed

b. Based on your review, determine the requirements that must be met whenever conflict management is being implemented

c. Outline at least two processes for conflict management based on the policies and procedures reviewed:

· At least one process on how to identify the existence of a conflict

Ensure to include the following:

· At least one method to identify the existence of conflict (e.g., consultation with team members)

Conflict refers to disagreements or arguments between employees that often leads to a strain in workplace relationships

· At least two kinds of information to collect to identify the conflict

These can include, but are not limited to, the following:

· Who are involved in the conflict

· When did the conflict occur

· Identify at least one person you intend to gather information about the conflict from (e.g., will you include witnesses or only those involved in the conflict?)

· At least one process on how to resolve conflicts identified

Ensure to include the following:

· At least one opportunity for all involved employees to meet to discuss how to resolve the conflict

· Who will make the final decision on how to resolve conflict

· At least one step to ensure that all parties concerned agree with the decision

Processes developed will be used to complete later tasks.

4. Have your supervisor sign the Supervisor Declaration Form at the end of the Conflict Management Processes template. This is to ensure that your processes are in line with the organisation’s requirements. Supervisor’s signature must be handwritten.

5. Submit the completed Conflict Management Processes to your assessor.

Conflict Management Processes

Completed by
Workplace/Organisation
Date Completed

Policies and Procedures

Process for Identifying Existence of Conflict

Process for Resolving Conflicts

SUPERVISOR DECLARATION By signing here, I confirm that I have reviewed the Conflict Management Processes document develop by the learner, whose name appears above, and confirm that the requirements in the document are in line with the organisation’s requirements.
Supervisor Name:
Workplace/Organisation Name:
Signature:
Date signed:

Task 1.4 Develop Task Issue Management Processes

ASSESSMENT INSTRUCTIONS

1. Access and review at least one of your organisation’s policy and procedure about:

a. Identifying issues employees have with their tasks

b. Addressing the employees’ task issues

2. Access the Issue Management Process provided within this workbook. Use this template to outline the processes you will develop in this task.

3. Complete the Issue Management Process document. To complete the template:

a. Identify at least one of your organisation’s policy and procedures for task issue management that you reviewed.

Task issue management refers to the process of identifying and resolving issues that can appear when conducting any given task.

b. Develop the following processes based on your review of the identified policies and procedures:

· At least one process for identifying task issues

Ensure to include:

· At least one method you intend to use to identify task issues

· How you intend to use the identified method to identify the task issues

· At least one process for providing guidance to an employee based on the identified task issues

Guidance refers to the process of providing advice to the concerned employee on actions they can take to address their workplace issues.

Ensure to include:

· At least one method to provide the guidance

· How to identify the content of the guidance to be delivered

c. Identify only one of the following types of processes to develop for addressing task issues:

· Process for resolving escalated issues

· Process for referring the task issue to relevant personnel

Relevant personnel refer to individuals within the organisation that possesses the required expertise to handle the issues that will be referred to them.

d. Develop the process you identified:

· If you develop a process for resolving escalated issues, include the following:

· Identify at least one type of issue that will be escalated to you

· At least one procedure to identify support that you must provide to resolve each issue escalated to you

Support refers to additional activities (e.g., training, workshop session) or resources (e.g., learning materials) that can be provided to employees to assist them in addressing their identified task issues.

· If you develop a process for referring the issue to relevant personnel, outline the following procedures:

· At least one procedure for determining the personnel needed that can provide counselling to resolve the issue

· At least one procedure for referring the issue to the identified relevant personnel

This process can include, but is not limited to, the following:

· How to contact the relevant personnel

· How long since the identification of the issue must the relevant personnel be contacted for the referral

Processes developed in this task will be used in Task 2.4.

4. Have your supervisor sign the Supervisor Declaration Form at the end of the Issue Management Processes template. This is to ensure that your processes are in line with the organisation’s requirements. Supervisor’s signature must be handwritten.

5. Submit the completed Issue Management Process to your assessor.

Issues Management Processes

Completed by
Workplace/Organisation
Date Completed
Organisational Policy and Procedure

Process for Identifying Task Issues

Process for Providing Guidance

Process for Addressing Issues
Type of Process:
Process Developed

SUPERVISOR DECLARATION By signing here, I confirm that I have reviewed the Issue Management Processes document develop by the learner, whose name appears above, and confirm that the requirements in the document are in line with the organisation’s requirements.
Supervisor Name:
Workplace/Organisation Name:
Signature:
Date signed:

Task 1.5 Identify Policies for Diversity and Ethical Conduct

ASSESSMENT INSTRUCTIONS

1. Access the Diversity and Ethical Policies template provided within this workbook.

2. Complete the Diversity and Ethical Policies template.

To complete the template:

· Access at least two workplace documents relevant to the following:

· Diversity

· Ethical conduct

· Identify the following policies in the documents accessed:

· At least one policy for diversity

· At least one policy for ethical conduct

· Record the identified policies in the Diversity and Ethical Policies template

a. Ensure that while writing each policy, you are using appropriate:

· Vocabulary

These can include, but is not limited to, the following:

· Avoid the use of jargon or technical language

· Use short and simple words

· Grammatical structure

These can include, but is not limited to, the following:

· Words are capitalised correctly

· Punctuations are used properly

· Conventions

These include, but are not limited to, the following:

· Some words are correctly abbreviated

· Proper spelling is observed

Responses in this task will be implemented in Task 2.1

3. Have your supervisor sign the Supervisor Declaration Form at the end of the Diversity and Ethical Policies template. This is to ensure that all responses are in line with your organisation’s requirements. Supervisor’s signature must be handwritten.

4. Submit the completed Diversity and Ethical Policies template to your assessor.

Diversity and Ethical Policies

Completed by
Workplace/Organisation
Date Completed
Policy on Diversity

Policy on Ethical Conduct

SUPERVISOR DECLARATION By signing here, I confirm that I have reviewed the Diversity and Ethical Policies document develop by the learner, whose name appears above, and confirm that the requirements in the document are in line with the organisation’s requirements.
Supervisor Name:
Workplace/Organisation Name:
Signature:
Date signed:

Part 2. Manage Task Issues

Task Overview

This part of the project requires you to manage task issues. Specifically, you are required to:

· Delegate and confirm responsibilities for fulfilling work task

· Collaborate and support team to perform work task

Resources Required:

To complete this project, you will need access to the following:

· A workplace that will allow you access to:

· At least two team members

· Opportunity for your team to undertake a task during the period of this assessment

· The following documents relevant to workplace relationships:

· Legislation

These include, but are not limited to, the following:

· Equal Employment Opportunity (Commonwealth Authorities) Act 1987

· Racial Discrimination Act 1975

· Regulation

These include, but are not limited to, the following:

· Fair Work Regulations 2009

· Work Health and Safety Regulations 2011

· Standards

These include, but are not limited to, the following:

· National Employment Standards

· Industry-based Standards

· Codes

These include, but are not limited to, the following:

· Code of Conduct

· Code of Practice

Task 2.1 Delegate Responsibilities for Work Task

ASSESSMENT INSTRUCTIONS

1. To complete this task, you must discuss the task your team will undertake during the period of this assessment.

2. Seek an opportunity within your organisation for your team to undertake a task for this assessment. Ensure that the task your team will undertake can be completed within the period of your assessment.

3. Arrange a meeting with your team. Ensure that your team has at least two team members aside from yourself.

4. Review the completed Diversity and Ethical Principles template from Task 1.5.

5. Access the following templates provided within this workbook:

a. Action Plan. Use this to record your discussion with your team members.

b. Observation Form which outlines all the skills you need to demonstrate in this task. Provide your assessor with a copy of the Observation Form.

6. Review the instructions here and the skills outlined in the Observation Form. Arrange a time with your assessor to observe you in conducting the team meeting. Discuss all requirements of the task with your assessor and prepare these before the meeting.

Your assessor will complete the Observation Form.

If direct observation is not possible, record the meeting in a video. Ensure to obtain permissions first from persons involved before doing so.

7. Conduct the meeting. During the meeting, you must:

a. Discuss the task that your team will undertake

b. Partially complete the Action Plan by establishing the following with your team members:

· At least one action item for each team member. Ensure to include one action item for yourself.

· At least one team member assigned to each action item

· Planned implementation dates for each action item

· Expected results for each action item

c. Ensure that all team members understand their responsibilities

d. Implement the policies identified in the Diversity and Ethical Policies template

e. Ensure to fill up the Action Plan using appropriate:

· Vocabulary

· Grammar

· Writing conventions

8. Do not write anything on the following columns. These will be completed in the next task

a. Date Implemented

b. Actual Result

c. Assessor’s Signature

d. Assessor Declaration Form

9. Submit your partially completed Action Plan to your assessor.

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 \| Unit 1, 159 Queen St, CAMPBELLTOWN \| Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia\| Phone: 1300 852 205 \| RTO Code: 31595 \| CRICOS Provider Code: 03602E
Version : 2.0	Last Updated : 30 Jul 2021	Next Update: 31 Jul 2022	Page 1 of 126

Australian Training School Pty ltd trading as Southern Academy of Business and Technology

Version : 2.0

Last Updated : 30 Jul 2021

Next Update: 31 Jul 2022

Page 1 of 1

Action Plan

Completed by
Workplace/Organisation
Date Completed
Team Task
Action Item	Person Responsible	Planned Implementation Date	Anticipated Result	Date Implemented	Actual Result	Assessor’s Signature

ASSESSOR DECLARATION TO THE ASSESSOR By signing in the spaces provided below, you are confirming that you have observed the learner, whose name appears above, demonstrated the skill requirements outlined above.
Assessor Name:
RTO Name:
Position:
Signature:

Observation Form (For Assessor’s Use Only)

INSTRUCTIONS TO THE ASSESSOR

The assessor is to observe the learner as they complete the assessment task and skill requirements outlined in this Observation Form.

Before observing the learner:

· Review and discuss with the learner the task instructions, and skill requirements which they need to demonstrate to complete this assessment.

· Ensure that the learner understands the requirements of the task and the skill requirements before proceeding.

For this assessment, the learner is required to conduct a meeting with their team to plan for their team’s task. Prior to conducting the meeting, discuss with the learner to ensure that they have access to the following:

A safe environment to conduct the meeting (please tick at least one):

· the workplace: Indicate location of assessment.

· a simulated workplace environment: Indicate location of assessment.

Assessment requirements (please tick all requirements found in the assessment environment) :

· At least two team members

· Action Plan template

· Video camera or a mobile phone with video recording capabilities

Only if direct observation is not possible.

Continued on the next page.

Your Role as the Observer/Assessor

You are required to observe the learner meet with their team members to plan for the team’s task. The learner will provide you a copy of the Observation Form which you must complete during the observation task.

Select the method of observation to be conducted:

· Direct observation

Assessor must be physically present in the assessment environment.

· Observation via video recording

Learner and the assessment requirements must be present in the video recording.

Complete the Observation Form for this task:

· Observe the learner demonstrate each skill requirement outlined in the form as they undertake the task.

· Indicate the date when the observation is conducted.

· Tick each item in the form as ‘YES’ if the learner satisfactorily demonstrates each skill requirement based on the criteria provided. Write objective feedback on how the learner demonstrated each skill requirement based on your observation.

· Tick each item in the form as ‘NO’ if the learner does not satisfactorily demonstrate each skill requirement. Write objective feedback including additional information on how the learner can satisfactorily demonstrate this requirement for this task.

· Provide an overall feedback on the learner’s performance to assist the learner in addressing any areas of improvement.

· Sign off the Assessor Declaration at the end of the Observation Form to confirm this observation.

Discuss any further queries about the task and associated requirements with the learner before commencing.

Observation Form begins on the next page.

Observation Form

Learner Name:
Name of Workplace/ Organisation:
Task Title Refer to task title.
Date of Observation:
Did the learner demonstrate the following during the meeting with their team members?	Yes	No	Comments
1. Delegate responsibilities to each team member	\|_\|	\|_\|
2. Ensure that each team member understands their responsibilities Did the learner: · Ask each team member to repeat their responsibility to ensure they remember	\|_\|	\|_\|
· Allow team member to ask questions or clarifications regarding the delegated responsibility	\|_\|	\|_\|

3. Engage team members to participate Did the learner: · Ask each participant for their opinion on the topic being discussed	\|_\|	\|_\|
· Ask each participant to share their views and opinions	\|_\|	\|_\|
4. Motivate team members to participate Did the learner: · Explain what the team can learn from the task	\|_\|	\|_\|
· How they can help the organisation by completing the task	\|_\|	\|_\|
5. Adapt personal communication style to build:
a. Trust
Did the learner: · Reassure team members that they will answer all questions or clarifications the team can think of to the best of their abilities	\|_\|	\|_\|
· Maintain a cheerful tone while conversing with team members	\|_\|	\|_\|

b. Positive Working Relationships
Did the learner: · Greet the participants (e.g., ‘Good morning’ or ‘how are you?’)	\|_\|	\|_\|
· Provide words of encouragement (e.g., ’I know it might be a bit difficult but I know you can do it!’)	\|_\|	\|_\|
6. Encourage the team to collaborate Did the learner: · Had the team discuss with their peers	\|_\|	\|_\|
· Support the team members to answer their team member’s questions if they would like to	\|_\|	\|_\|
7. Implement the requirements identified in the Diversity and Ethical Policies template Did the learner: · Implement the Policy on Diversity?	\|_\|	\|_\|
· Implement the Policy on Ethical Conduct?	\|_\|	\|_\|
OVERALL FEEDBACK TO LEARNER

ASSESSOR DECLARATION By signing here, I confirm that I have observed the learner, whose name appears above, perform/demonstrate the skills outlined in this Observation Form during the meeting. I further confirm that the information recorded on this Observation Form is true and accurately reflects the learner’s performance during this task.
Assessor Name:
RTO Name:
Signature:
Date signed:

Task 2.2 Perform the Work Task

ASSESSMENT INSTRUCTIONS

1. Access and review the following documents relevant to workplace relationships:

a. Legislation

These include, but are not limited to, the following:

· Equal Employment Opportunity (Commonwealth Authorities) Act 1987

· Racial Discrimination Act 1975

b. Regulations

These include, but are not limited to, the following:

· Fair Work Regulations 2009

· Work Health and Safety Regulations 2011

c. Standards

These include, but are not limited to, the following:

· National Employment Standards

· Industry-based standards

d. Codes

These include, but are not limited to, the following:

· Code of Conduct

· Code of Practice

2. Arrange a time to meet with your team members to implement the action items identified in Task 2.1.

3. Locate the Observation Form provided within this workbook. The Observation Form outlines all the skills you need to demonstrate during this task. Provide your assessor with a copy of the Observation Form.

4. Review the instructions here and the skills outlined in the Observation Form. Arrange a time with your assessor to observe you in implementing the action items. Discuss all requirements of the task with your assessor and prepare these before meeting with your team members.

Your assessor will complete the Observation Form.

If direct observation from your assessor is not possible, record your implementation of each action item in a video. Ensure to obtain permission first from persons involved before doing so.

5. Review the organisational processes for workplace collaboration identified in Task 1.1.

6. Implement each action item identified in the Action Plan from Task 2.1.

During the implementation of each action item, you must:

a. Implement the processes identified in the Organisational Collaboration Processes from Task 1.1.

b. Actively encourage your team members to work together to complete the team’s task

c. Provide support to your team members should they require it.

Support provided can include, but are not limited to, the following:

· Advice on how they can perform better

· Point out performance areas they can improve on.

7. Complete the following columns in the Action Plan after implementing all action items:

a. Date Implemented

Record the actual date each action item was implemented.

b. Actual Result

Describe if the team was able to achieve each anticipated result for each action item implemented

8. Have your assessor sign the Assessor Signature column for each action item implemented and the Assessor Declaration Form in each Action Plan. Assessor’s signature must be handwritten.

9. Submit the completed Action Plan to your assessor.

Observation Form (For Assessor’s Use Only)

INSTRUCTIONS TO THE ASSESSOR

The assessor is to observe the learner as they complete the assessment task and skill requirements outlined in this Observation Form.

Before observing the learner:

· Review and discuss with the learner the task instructions, and skill requirements which they need to demonstrate to complete this assessment.

· Ensure that the learner understands the requirements of the task and the skill requirements before proceeding.

For this assessment, the learner is required to conduct the team task. Prior to conducting the team task, discuss with the learner to ensure that they have access to the following:

A safe environment to conduct the team task (please tick at least one):

· the workplace: Indicate location of assessment.

· a simulated workplace environment: Indicate location of assessment.

Assessment requirements (please tick all requirements found in the assessment environment) :

· At least two team members

· Additional resources needed to conduct the team task

· Partially completed Action Plan template

· Video camera or a mobile phone with video recording capabilities

Only if direct observation is not possible.

Continued on the next page.

Your Role as the Observer/Assessor

You are required to observe the learner conduct the team’s task. The learner will provide you a copy of the Observation Form which you must complete during the observation task.

Select the method of observation to be conducted:

· Direct observation

Assessor must be physically present in the assessment environment.

· Observation via video recording

Learner and the assessment requirements must be present in the video recording.

Complete the Observation Form for this task:

· Observe the learner demonstrate each skill requirement outlined in the form as they undertake the task.

· Indicate the date when the observation is conducted.

· Provide an overall feedback on the learner’s performance to assist the learner in addressing any areas of improvement.

· Sign off the Assessor Declaration at the end of the Observation Form to confirm this observation.

Discuss any further queries about the task and associated requirements with the learner before commencing.

Observation Form begins on the next page.

Observation Form

Learner Name:
Name of Workplace/ Organisation:
Task Title Refer to task title.
Date of Observation:
Did the learner demonstrate the following during the team’s task?	Yes	No	Comments
1. Support their team members to complete the team task Did the learner: · Provide assistance when a team member showed signs of difficulty in completing their task	\|_\|	\|_\|
· Answer all questions or clarifications directed to them without being irritated	\|_\|	\|_\|
2. Play a lead role during the team task Did the learner: · Instructing team members on how to do the task well	\|_\|	\|_\|
· Receive reports from team members then makes a decision based on the information received	\|_\|	\|_\|

3. Adapt personal communication style to:
a. Model behaviours
Did the learner: · Refrain from complaining or saying negative things about the task to avoid team members doing the same	\|_\|	\|_\|
· Provide positive feedback to team members doing well to encourage others to follow their lead	\|_\|	\|_\|
b. Support others
Did the learner: · Reassure team members that they are doing well	\|_\|	\|_\|
· Give suggestions on how a team member can better perform a task or action (e.g., ‘I think it would easier if you did it like this’)	\|_\|	\|_\|
4. Demonstrate facilitation skills Did the learner: · Instruct team members to begin their tasks	\|_\|	\|_\|
· Present any additional information needed for team members to complete their tasks	\|_\|	\|_\|

ORGANISATIONAL REQUIREMENTS
TO THE ASSESSOR: The learner will provide you with a copy of the signed off Organisational Collaboration Processes before conducting the task. Use this as reference when confirming the skill requirements for this section.
Did the learner demonstrate the following during the meeting?	Yes	No	Details of Observation
1. Implement the processes identified in the Organisational Collaboration Processes document?	\|_\|	\|_\|
OVERALL FEEDBACK TO LEARNER

ASSESSOR DECLARATION By signing here, I confirm that I have observed the learner, whose name appears above, perform/demonstrate the skills outlined in this Observation Form during the team’s task. I further confirm that the information recorded on this Observation Form is true and accurately reflects the learner’s performance during this task.
Assessor Name:
RTO Name:
Signature:
Date signed:

Task 2.3 Identify Task Issues

ASSESSMENT INSTRUCTIONS

1. To complete this task, you must meet with each team member to discuss their task issues based on their performance in Task 2.2.

2. Arrange a time to meet with each of your team members individually.

3. Review the Issue Management Processes developed in Task 1.4

4. Locate the Observation Form provided within this workbook. The Observation Form outlines all the skills you need to demonstrate in this task. Provide your assessor with one copy of the Observation Form for each meeting you will conduct.

5. Review the instructions here and the skills outlined in the Observation Form. Arrange a time with your assessor to observe you in conducting each meeting.

Your assessor must complete one Observation Form for each meeting observed.

If direct observation is not possible, record each meeting in a video. Ensure to obtain permission first from persons involved before doing so.

6. Implement the process for identifying task issues developed in the Issues Management Processes in Task 1.4.

Identify at least one task issue for each team member based on the team’s task in Task 2.2.

7. Access the Meeting Minutes provided within this workbook. Secure one copy of the Meeting Minutes for each meeting you intend to conduct with each team member.

8. During each meeting, you must:

a. Record at least one issue identified for each team member.

Discussion points can include, but are not limited to, the following:

· Area that the team member had difficulty performing

· Area that the team member feels they need more training on

b. Implement the procedure developed for providing guidance to team members from Task 1.4. Provide at least one guidance for each task issue identified.

Discussion points can include, but are not limited to, the following:

· Advise each team member on practices they can implement to address issues

· Inform team members about minor changes they can implement to their work to improve their performance

c. Discuss how each task issue identified will be addressed.

Implement the process you developed for resolving task issues from Task 1.4.

· If you developed a process for resolving escalated issues:

· Identify if the issue is within the scope of your role

· If it is, implement procedure for identifying support to be provided

· If you developed a process for referring the issue to relevant personnel:

· Identify the personnel relevant to the issue

9. Have each team member sign beside their name in each Meeting Minutes after each meeting.

10. Access the Task Issues Action Plan provided within this workbook. Complete the following sections of the Task Issues Action Plan based on your meeting with each team member:

a. Action Item

Identify the support or relevant personnel identified based on your discussion recorded in the Meeting Minutes.

b. Planned Implementation Date

Record the date you intend to implement each action item. Ensure to follow the identified time frame in the Issue Management Process from Task 1.4 since the date recorded in the Meeting Minutes from this task.

c. Anticipated Result

Identify what you intend to achieve after implementing each action item

Do not write anything on the following sections. These will be completed in the later tasks after each action item has been implemented:

a. Date Implemented

b. Actual Result

c. Assessor’s Signature

d. Assessor Declaration Form

Do not submit the Task Issues Action Plan yet. You will submit the completed Task Issues Action Plan after implementing all action items by Task 2.4.

11. Submit the following to your assessor:

· At least two completed Meeting Minutes

Number of submissions for the Meeting Minutes must correspond to the number of team members you have in the team. However, at least two Meeting Minutes must be submitted.

· Video recording of each meeting conducted (ONLY if assessor is not available for direct observation)

Meeting Minutes

Date:	Time:	Location:
Purpose of the meeting
Facilitator
Notetaker
Attendees Please sign beside your name after the meeting.

Agenda Item 1 Identify Task Issue
Discussion

Agenda Item 2 Provide Guidance on Task Issue

Discussion

Agenda Item 3 Address Issue
Discussion

Task Issues Action Plan

Completed by
Workplace/Organisation
Date Completed
Action Item	Planned Implementation Date	Anticipated Result	Date Implemented	Actual Result	Assessor’s Signature

ASSESSOR DECLARATION TO THE ASSESSOR By signing in the spaces provided below, you are confirming that you have observed the learner, whose name appears above, demonstrated the skill requirements outlined above.
Assessor Name:
RTO Name:
Position:
Signature:

Observation Form (For Assessor’s Use Only)

INSTRUCTIONS TO THE ASSESSOR

The assessor is to observe the learner as they complete the assessment task and skill requirements outlined in this Observation Form.

Before observing the learner:

· Review and discuss with the learner the task instructions, and skill requirements which they need to demonstrate to complete this assessment.

· Ensure that the learner understands the requirements of the task and the skill requirements before proceeding.

For this assessment, the learner is required to meet with each team member to identify their task issues based on their performance in Task 2.2. Prior to conducting each meeting, discuss with the learner to ensure that they have access to the following:

A safe environment to conduct each meeting (please tick at least one):

· the workplace: Indicate location of assessment.

· a simulated workplace environment: Indicate location of assessment.

Assessment requirements (please tick all requirements found in the assessment environment) :

· At least two team members

· At least one Meeting Minutes template for each meeting

· Video camera or a mobile phone with video recording capabilities

Only if direct observation is not possible.

Continued on the next page.

Your Role as the Observer/Assessor

You are required to observe the learner meet with their team members to discuss and identify their task issues based on their performance in Task 2.2. The learner will provide you with a copy of the Observation Form which you must complete during the observation task.

Select the method of observation to be conducted:

· Direct observation

Assessor must be physically present in the assessment environment.

· Observation via video recording

Learner and the assessment requirements must be present in the video recording.

Complete the Observation Form for this task:

· Observe the learner demonstrate each skill requirement outlined in the form as they undertake the task.

· Indicate the date when the observation is conducted.

· Provide an overall feedback on the learner’s performance to assist the learner in addressing any areas of improvement.

· Sign off the Assessor Declaration at the end of the Observation Form to confirm this observation.

Discuss any further queries about the task and associated requirements with the learner before commencing.

Observation Form begins on the next page.

Observation Form

Learner Name:
Name of Workplace/ Organisation:
Task Title Refer to task title.
Date of Observation:
Did the learner demonstrate the following during each meeting with each team member?	Yes	No	Comments
1. Engage team members to participate Did the learner: · Begin meeting by first asking team members how they are to help them get comfortable	\|_\|	\|_\|
· Ask each participant for their opinion on the topic being discussed	\|_\|	\|_\|
2. Adapt personal communication style to build:
a. Trust
Did the learner: · Reassure team members that they will answer all questions or clarifications the team can think of to the best of their abilities	\|_\|	\|_\|
· Maintain a cheerful tone while conversing with team members	\|_\|	\|_\|
b. Positive Working Relationships
Did the learner: · Greet the participants (e.g., ‘Good morning’ or ‘how are you?’)	\|_\|	\|_\|
· Provide words of encouragement (e.g., ’I know it might be a bit difficult, you can take your time’)	\|_\|	\|_\|

ORGANISATIONAL REQUIREMENTS
TO THE ASSESSOR: The learner will provide you with a copy of the signed off Issues Management Processes before conducting the task. Use this as reference when confirming the skill requirements for this section.
Did the learner demonstrate the following during the meeting?	Yes	No	Details of Observation
1. Implement the Process for Identifying Task Issues	\|_\|	\|_\|
2. Implement the Process for Providing Guidance	\|_\|	\|_\|
3. Implement the Process for Resolving Issues	\|_\|	\|_\|
OVERALL FEEDBACK TO LEARNER

ASSESSOR DECLARATION By signing here, I confirm that I have observed the learner, whose name appears above, perform/demonstrate the skills outlined in this Observation Form during each meeting. I further confirm that the information recorded on this Observation Form is true and accurately reflects the learner’s performance during this task.
Assessor Name:
RTO Name:
Signature:
Date signed:

Task 2.4 Address Task Issues

ASSESSMENT INSTRUCTIONS

1. To complete this task, you must implement each action item identified in the Task Issues section of the Task Issues Action Plan from Task 2.3.

2. Locate the Observation Form provided within this workbook. The Observation Form outlines all the skills you need to demonstrate in this task. Provide your assessor with a copy of the Observation Form.

3. Review the instructions here and the skills outlined in the Observation Form. Arrange a time with your assessor to observe you in implementing each action item. Discuss all requirements of the task with your assessor and prepare these before the meeting.

Your assessor will complete one Observation Form.

If direct observation is not possible, record your implementation of each action item in a video. Ensure to obtain permissions first from persons involved before doing so.

4. Implement each action item you identified in the Task Issues Action Plan from Task 2.3.

5. Complete the following sections of the Task Issues Action Plan after implementing all the action items:

a. Date Implemented

b. Actual Result

6. Have your assessor sign the Assessor’s Signature column for each action item implemented and the Assessor Declaration Form in the Task Issues Action Plan. This is to confirm that you implemented each action item based on your responses in the Task Issues Action Plan. Assessor’s signature must be handwritten.

7. Submit the following to your assessor:

a. Completed Task Issues Action Plan

b. At least two video recordings (ONLY if assessor is not available for direct observation)

Observation Form (For Assessor’s Use Only)

INSTRUCTIONS TO THE ASSESSOR

The assessor is to observe the learner as they complete the assessment task and skill requirements outlined in this Observation Form.

Before observing the learner:

· Review and discuss with the learner the task instructions, and skill requirements which they need to demonstrate to complete this assessment.

· Ensure that the learner understands the requirements of the task and the skill requirements before proceeding.

For this assessment, the learner is required to implement each action item in the Task Issues Action Plan. Prior to implementing each action item, discuss with the learner to ensure that they have access to the following:

A safe environment to implement each action item (please tick at least one):

· the workplace: Indicate location of assessment.

· a simulated workplace environment: Indicate location of assessment.

Assessment requirements (please tick all requirements found in the assessment environment) :

· At least two team members

· Partially completed Task Issues Action Plan

· Additional resources the learner may need to facilitate each action item

· Video camera or a mobile phone with video recording capabilities

Only if direct observation is not possible.

Continued on the next page.

Your Role as the Observer/Assessor

You are required to observe the learner implement each action item in the Task Issues Action Plan. The learner will provide you with a copy of the Observation Form which you must complete during the observation task.

Select the method of observation to be conducted:

· Direct observation

Assessor must be physically present in the assessment environment.

· Observation via video recording

Learner and the assessment requirements must be present in the video recording.

Complete the Observation Form for this task:

· Observe the learner demonstrate each skill requirement outlined in the form as they undertake the task.

· Indicate the date when the observation is conducted.

· Provide an overall feedback on the learner’s performance to assist the learner in addressing any areas of improvement.

· Sign off the Assessor Declaration at the end of the Observation Form to confirm this observation.

Discuss any further queries about the task and associated requirements with the learner before commencing.

Observation Form begins on the next page.

Observation Form

Learner Name:
Name of Workplace/ Organisation:
Task Title Refer to task title.
Start Date of Observation:
End Date of Observation:
Did the learner demonstrate the following during their implementation of each action item?	Yes	No	Details of Observation
				Comments
1. Demonstrate facilitation skills. Did the learner: · Explain to the team members how each task issue will be resolved	\|_\|	\|_\|	Observed by: Initials: Date observed:
· Provide instructions on what each team member must do to resolve their task issues	\|_\|	\|_\|	Observed by: Initials: Date observed:

2. Adapt communication style to support others. Did the learner: · Reassure team members they are doing well	\|_\|	\|_\|	Observed by: Initials: Date observed:
· Give suggestions on how a team member can better perform a task or action (e.g., ‘I think it would easier if you did it like this’)	\|_\|	\|_\|	Observed by: Initials: Date observed:
OVERALL FEEDBACK TO LEARNER

ASSESSOR DECLARATION By signing here, I confirm that I have observed the learner, whose name appears above, perform/demonstrate the skills outlined in this Observation Form during the implementation of action items. I further confirm that the information recorded on this Observation Form is true and accurately reflects the learner’s performance during this task.
Assessor Name:
RTO Name:
Signature:
Date signed:

Part 3. Manage Workplace Conflict

Task Overview

This part of the project requires you to review how you manage workplace relationships. Specifically, you are required to:

· Identify and address issues in workplace relationships according to processes established.

· Monitor and communicate feedback to employees on outcomes of the consultation processes

Resources Required:

To complete this project, you will need access to the following:

· A workplace that will allow you access to:

· At least two team members

· At least two other employees – at least one employee must be in conflict with each team member

· Additional resources required to resolve the identified conflicts

The following tasks require you to identify and manage workplace conflict. If there is no opportunity to identify and manage conflicts in your workplace or organisation, you may choose to simulate the following tasks. You must complete this part first before proceeding to Part 4.

Discuss with your assessor how you intend to complete this part of the assessment.

Supplementary Resources Required for Simulated Workplace Assessment:

If you are completing the following tasks as simulated workplace tasks, you will need access to the following:

· At least four volunteers to play the following roles:

· At least two team members

· At least two employees involved in conflict with each team member

· Video camera or a mobile phone with video recording capabilities

· A safe environment to conduct the role play activity

Task 3.1 Identify Conflicts

ASSESSMENT INSTRUCTIONS

1. To complete this task, you must identify each of your team members’ conflict with someone within the organisation.

2. Review the process developed for identifying conflict in the Conflict Management Processes in Task 1.3.

3. Locate the Observation Form provided within this workbook. The Observation Form outlines all the skills you need to demonstrate in this task. Provide your assessor with one copy of the Observation Form.

4. Review the instructions here and the skills outlined in the Observation Form. Arrange a time with your assessor to observe you in conducting the meeting. Discuss all requirements of the task with your assessor and prepare these before the meeting.

Your assessor will complete at least one Observation Form for each time you implement the process for identifying conflict.

If direct observation is not possible, record the meeting in a video. Ensure to obtain permissions first from persons involved before doing so.

5. Implement the process for identifying the existence of conflict in the Conflict Management Processes document from Task 1.3 for each team member.

Ensure to:

a. Use the method identified in the process to identify the existence of the conflict

b. Gather information about the conflict from the people identified

6. You must secure at least one evidence for each time you implemented the process developed to identify each team member’s conflict. Evidence must contain the types of information about each conflict as identified in the process developed.

This can include, but is not limited to, the following:

· Meeting Minutes

· Interview notes

· Video recording

7. Submit the following to your assessor:

· At least two evidence of implementing the process developed to identify each team member’s conflict

This can include, but is not limited to, the following:

· Meeting Minutes with each individual met

· Interview notes

· Video recording

The maximum number of evidence submission must correspond to the number of meetings you must conduct based on the process developed in Task 1.3. However, at least two evidence must be submitted.

· At least two video recordings (ONLY if assessor is not available for direct observation)

Sample Evidence: Meeting Minutes

Date:	Time:	Location:
Purpose of the meeting
Facilitator
Notetaker
Attendees Please sign beside your name after the meeting.

Agenda Item 1 Identify Conflict
Discussion

Agenda Item 2 Other Parties Involved
Discussion

Observation Form (For Assessor’s Use Only)

INSTRUCTIONS TO THE ASSESSOR

The assessor is to observe the learner as they complete the assessment task and skill requirements outlined in this Observation Form.

Before observing the learner:

· Review and discuss with the learner the task instructions, and skill requirements which they need to demonstrate to complete this assessment.

· Ensure that the learner understands the requirements of the task and the skill requirements before proceeding.

For this assessment, the learner is required to implement their developed process for identifying conflict for each team member. Prior to each process implementation, discuss with the learner to ensure that they have access to the following:

A safe environment to implement each action item (please tick at least one):

· the workplace: Indicate location of assessment.

· a simulated workplace environment: Indicate location of assessment.

Assessment requirements (please tick all requirements found in the assessment environment) :

· At least two team members

· Conflict Management Processes document

· Video camera or a mobile phone with video recording capabilities

Only if direct observation is not possible.

Continued on the next page.

Your Role as the Observer/Assessor

You are required to observe the learner implement their developed process for identifying conflict for each team member. The learner will provide you with a copy of the Observation Form which you must complete during the observation task.

Select the method of observation to be conducted:

· Direct observation

Assessor must be physically present in the assessment environment.

· Observation via video recording

Learner and the assessment requirements must be present in the video recording.

Complete the Observation Form for this task:

· Observe the learner demonstrate each skill requirement outlined in the form as they undertake the task.

· Indicate the date when the observation is conducted.

· Provide an overall feedback on the learner’s performance to assist the learner in addressing any areas of improvement.

· Sign off the Assessor Declaration at the end of the Observation Form to confirm this observation.

Discuss any further queries about the task and associated requirements with the learner before commencing.

Observation Form begins on the next page.

Observation Form

Learner Name:
Name of Workplace/ Organisation:
Task Title Refer to task title.
Start Date of Observation:
End Date of Observation:
ORGANISATIONAL REQUIREMENTS
TO THE ASSESSOR: The learner will provide you with a copy of the signed off Conflict Management Processes before conducting the task. Use this as reference when confirming the skill requirements for this section.
Did the learner demonstrate the following during the meeting?	Yes	No	Details of Observation
1. Implement the Process for Identifying Conflict in the Conflict Management Processes?	\|_\|	\|_\|
OVERALL FEEDBACK TO LEARNER

ASSESSOR DECLARATION By signing here, I confirm that I have observed the learner, whose name appears above, perform/demonstrate the skills outlined in this Observation Form. I further confirm that the information recorded on this Observation Form is true and accurately reflects the learner’s performance during this task.
Assessor Name:
RTO Name:
Signature:
Date signed:

Task 3.2 Meet with Employees Involved in Conflicts

ASSESSMENT INSTRUCTIONS

1. To complete this task, you must meet with your team members and the employees involved in each of the conflicts identified in Task 3.1.

2. Arrange a time to meet with each of your team members. For each meeting, you must meet with each of your team members and the employees they have a conflict with.

4. Review the instructions here and the skills outlined in the Observation Form. Arrange a time with your assessor to observe you in conducting each meeting.

Assessor must complete one Observation Form for each meeting observed.

If direct observation is not possible, record each meeting in a video. Ensure to obtain permission first from persons involved before doing so.

5. Access the Meeting Minutes provided within this workbook. You will record your discussion with each team member here.

6. Review the following developed in earlier tasks:

a. Consultation Processes from Task 1.2

b. Conflict Management Processes from Task 1.3

7. During each meeting, you must:

a. Implement the Process for Employee Contribution developed in the Consultation Processes from Task 1.2.

· Discuss the information gathered about the conflict that was identified in Task 3.1.

Discussion points can include, but are not limited to, the following:

· Summary of each party’s point of view regarding the conflict

· Cause of the conflict

· Discuss how your team member and the employees involved would like to address the conflict

Discussion points can include, but are not limited to, the following:

· Compromises

· Practices each party can adopt to avoid conflict in the future

b. Implement the following processes:

· Process for Facilitating Employees’ Contribution from the Consultation Processes document developed in Task 1.2.

· Process for Resolving Conflicts from the Conflict Management Processes document developed in Task 1.3

c. Identify one action item to be implemented to resolve the conflict. This must be based on what each team member and the involved employees agree on.

8. Have all attendees sign beside their name in each Meeting Minutes after each meeting.

9. Access the Conflict Management Action Plan provided within this workbook.

10. Complete the following section of the Conflict Management Action Plan based on the responses you recorded in the Meeting Minutes:

a. Action Item

Identify the action item recorded in the Meeting Minutes completed for each meeting.

b. Planned Implementation Date

c. Anticipated Result

Do not write anything on the following sections of the Conflict Management Action Plan. These will be completed after implementing each action item in the next task:

a. Date Implemented

b. Actual Result

c. Assessor’s Signature

d. Assessor Declaration Form

11. Submit the following to your assessor:

· At least two completed Meeting Minutes

The maximum number of submissions for the Meeting Minutes must correspond to the number of employees involved in each conflict. However, at least two Meeting Minutes must be submitted.

· Partially completed Conflict Management Action Plan

· Video recording of each meeting conducted (ONLY if assessor is not available for direct observation)

Meeting Minutes

Date:	Time:	Location:
Purpose of the meeting
Facilitator
Notetaker
Attendees Please sign beside your name after the meeting.

Agenda Item 1 Information Gathered
Discussion

Agenda Item Addressing the Conflict
Discussion

Conflict Management Action Plan

Completed by
Workplace/Organisation
Date Completed
Action Item	Planned Implementation Date	Anticipated Result	Date Implemented	Actual Result	Assessor’s Signature

ASSESSOR DECLARATION TO THE ASSESSOR By signing in the spaces provided below, you are confirming that you have observed the learner, whose name appears above, demonstrated the skill requirements outlined above.
Assessor Name:
RTO Name:
Position:
Signature:

Observation Form (For Assessor’s Use Only)

INSTRUCTIONS TO THE ASSESSOR

The assessor is to observe the learner as they complete the assessment task and skill requirements outlined in this Observation Form.

Before observing the learner:

· Review and discuss with the learner the task instructions, and skill requirements which they need to demonstrate to complete this assessment.

· Ensure that the learner understands the requirements of the task and the skill requirements before proceeding.

For this assessment, the learner is required to implement their developed processes for consultation and conflict management. Prior to conducting each meeting, discuss with the learner to ensure that they have access to the following:

A safe environment to implement each action item (please tick at least one):

· the workplace: Indicate location of assessment.

· a simulated workplace environment: Indicate location of assessment.

Assessment requirements (please tick all requirements found in the assessment environment) :

· At least two team members

· At least two employees involved in the identified conflicts

· Conflict Management Processes document

· Consultation Processes document

· Additional resources the learner may need to implement each process

· Video camera or a mobile phone with video recording capabilities

Only if direct observation is not possible.

Continued on the next page.

Your Role as the Observer/Assessor

You are required to observe the learner implement their developed processes for consultation and conflict management. The learner will provide you with a copy of the Observation Form which you must complete during the observation task.

Select the method of observation to be conducted:

· Direct observation

Assessor must be physically present in the assessment environment.

· Observation via video recording

Learner and the assessment requirements must be present in the video recording.

Complete the Observation Form for this task:

· Observe the learner demonstrate each skill requirement outlined in the form as they undertake the task.

· Indicate the date when the observation is conducted.

· Provide an overall feedback on the learner’s performance to assist the learner in addressing any areas of improvement.

· Sign off the Assessor Declaration at the end of the Observation Form to confirm this observation.

Discuss any further queries about the task and associated requirements with the learner before commencing.

Observation Form begins on the next page.

Observation Form

Learner Name:
Name of Workplace/ Organisation:
Task Title Refer to task title.
Start Date of Observation:
End Date of Observation:
TO THE ASSESSOR: The learner will provide you with a copy of the signed off Consultation Processes and Conflict Management Processes before conducting the task. Use this as reference when confirming the skill requirements for this section.
Did the learner demonstrate the following during the meeting?	Yes	No	Details of Observation
1. Implement the Process for Employee Contribution in the Consultation Processes document?	\|_\|	\|_\|
2. Implement the Process for Facilitating Employee Contribution in the Consultation Processes document?	\|_\|	\|_\|
3. Implement the Process for Resolving Conflict in the Conflict Management Processes document?	\|_\|	\|_\|
OVERALL FEEDBACK TO LEARNER

ASSESSOR DECLARATION By signing here, I confirm that I have observed the learner, whose name appears above, perform/demonstrate the skills outlined in this Observation Form. I further confirm that the information recorded on this Observation Form is true and accurately reflects the learner’s performance during this task.
Assessor Name:
RTO Name:
Signature:
Date signed:

Task 3.3 Resolve Workplace Conflicts

ASSESSMENT INSTRUCTIONS

1. To complete this task, you must implement each action item identified in the Conflict Management Action Plan from Task 3.2.

Your assessor will complete one Observation Form.

If direct observation is not possible, record your implementation of each action item in a video. Ensure to obtain permissions first from persons involved before doing so.

4. Implement each action item you identified in the Conflict Management Action Plan from Task 3.2.

5. Complete the following sections of the Conflict Management Action Plan after implementing all the action items:

a. Date Implemented

b. Actual Result

6. Have your assessor sign the Assessor’s Signature column for each action item and the Assessor’s Declaration Form. This is to confirm that you implemented each action item based on your responses in the Conflict Management Action Plan.

7. Submit the following to your assessor:

a. Completed Conflict Management Action Plan

b. At least two Video recordings (ONLY if assessor is not available for direct observation)

Observation Form (For Assessor’s Use Only)

INSTRUCTIONS TO THE ASSESSOR

The assessor is to observe the learner as they complete the assessment task and skill requirements outlined in this Observation Form.

Before observing the learner:

· Review and discuss with the learner the task instructions, and skill requirements which they need to demonstrate to complete this assessment.

· Ensure that the learner understands the requirements of the task and the skill requirements before proceeding.

For this assessment, the learner is required to implement each action item to resolve conflicts identified. Prior to implementing the action items, discuss with the learner to ensure that they have access to the following:

A safe environment to implement each action item (please tick at least one):

· the workplace: Indicate location of assessment.

· a simulated workplace environment: Indicate location of assessment.

Assessment requirements (please tick all requirements found in the assessment environment) :

· At least two team members

· At least two employees in conflict with team members – at least one employee for each team member

· Additional resources learner may need to implement each action item

· Partially completed Conflict Management Action Plan

· Video camera or a mobile phone with video recording capabilities

Only if direct observation is not possible.

Continued on the next page.

Your Role as the Observer/Assessor

You are required to observe the learner implement each action item to resolve conflicts identified. The learner will provide you with a copy of the Observation Form which you must complete during the observation task.

Select the method of observation to be conducted:

· Direct observation

Assessor must be physically present in the assessment environment.

· Observation via video recording

Learner and the assessment requirements must be present in the video recording.

Complete the Observation Form for this task:

· Observe the learner demonstrate each skill requirement outlined in the form as they undertake the task.

· Indicate the date when the observation is conducted.

· Provide an overall feedback on the learner’s performance to assist the learner in addressing any areas of improvement.

· Sign off the Assessor Declaration at the end of the Observation Form to confirm this observation.

Discuss any further queries about the task and associated requirements with the learner before commencing.

Observation Form begins on the next page.

Observation Form

Learner Name:
Name of Workplace/ Organisation:
Task Title Refer to task title.
Start Date of Observation:
End Date of Observation:
Did the learner demonstrate the following during the implementation of each action item?	Yes	No	Details of Observation
				Comments
1. Demonstrate facilitation skills. Did the learner: · Explain to the team members how each conflict will be resolved	\|_\|	\|_\|	Observed by: Initials: Date observed:
· Provide instructions on what each team member must do	\|_\|	\|_\|	Observed by: Initials: Date observed:

2. Provide to support others. Did the learner: · Reassure team members they are doing well	\|_\|	\|_\|	Observed by: Initials: Date observed:
· Give suggestions on how a team member can better perform a task or action (e.g., ‘I think it would easier if you did it like this’)	\|_\|	\|_\|	Observed by: Initials: Date observed:
OVERALL FEEDBACK TO LEARNER

ASSESSOR DECLARATION By signing here, I confirm that I have observed the learner, whose name appears above, perform/demonstrate the skills outlined in this Observation Form during each action item. I further confirm that the information recorded on this Observation Form is true and accurately reflects the learner’s performance during this task.
Assessor Name:
RTO Name:
Signature:
Date signed:

Task 3.4 Provide Feedback to Team Members

ASSESSMENT INSTRUCTIONS

1. To complete this task, you must provide feedback to each team member based on the meetings in Task 3.2.

2. Arrange a time to meet with each of your team members individually.

3. Review the following documents:

a. Process for Providing Feedback on the Outcome of Consultation in the Consultation Process developed in Task 1.2.

b. Responses in the Meeting Minutes completed in Task 3.2.

4. Implement the Process for Providing Feedback on the Outcome of Consultation in the Consultation Process developed in Task 1.2.

Communicate the feedback from each meeting regarding the conflict that is relevant to each team member. You must:

a. Ensure to follow the identified method of communication in the developed process

b. Discuss the type of information outlined in the process in the context of the meeting relevant to each team member held in Task 3.2.

You must submit evidence that you communicated feedback to your team members at the end of this task. Evidence can vary, depending on the method of communication.

This can include, but is not limited to, the following:

· Meeting Minutes with each team member's signature as proof of their attendance

· Copy of email correspondence with each team member

5. Submit at least two evidence of communicating the feedback to each of your team members to your assessor

Evidence can vary, depending on the method of communication. This can include, but is not limited to, the following:

· Meeting Minutes with each team member's signature as proof of their attendance

· Copy of email correspondence with each team member

The maximum number of submissions for the evidence of communicating the feedback must correspond to the number of team members you have in the team. However, at least two evidence must be submitted.

Part 4. Review Management of Workplace Relationships

Task Overview

This part of the project requires you to review how you manage workplace relationships. Specifically, you are required to:

· Seek feedback on management of workplace relationships from relevant stakeholders

· Evaluate feedback for improvements to leadership style

· Identify areas of improvement for future workplace relations leadership

Resources Required:

To complete this project, you will need access to the following:

· A workplace that will allow you access to:

· At least two stakeholders relevant to workplace relationships managed in Part 3.

Relevant stakeholders refer to individuals that you interacted with during the process of managing workplace relationships during this assessment. Stakeholders can include, but are not limited to, the following:

· Team members

· Employees you met with in Task 3.2

The following tasks rely on the activities and people involved in the tasks completed in Part 3. Manage Workplace Conflict. If you completed Part 3 as a simulation, you will need to request for the assistance of your volunteers from Part 3 to complete this task.

Discuss with your assessor how you intend to complete this part of the assessment.

Supplementary Resources Required for Simulated Workplace Assessment:

If you are completing the following tasks as simulated workplace tasks, you will need access to the following:

· At least two volunteers to play the roles of stakeholders relevant to workplace relationships managed in Part 3.

· Video camera or a mobile phone with video recording capabilities

· A safe environment to conduct the role play activity

Task 4.1 Seek Feedback on Workplace Relationship Management

ASSESSMENT INSTRUCTIONS

1. To complete this task, you must ask for feedback on how you manage workplace relationships from at least two stakeholders.

2. Arrange a time to meet with at least two relevant stakeholders involved in your management of workplace relationships.

· Team members

· Employees you met with in Task 3.2

Your assessor will complete the Observation Form.

If direct observation is not possible, record the meeting in a video. Ensure to obtain permissions first from persons involved before doing so.

5. Access the Meeting Minutes provided within this workbook. Use this template to record your discussion during the meeting.

6. Conduct the meeting with at least two relevant stakeholders. During the meeting, you must:

a. Discuss the following processes implemented to manage workplace relationships issues:

· Consultation Processes from Task 3.2

· Conflict Management Processes from Task 3.2

Discussion points can include, but are not limited to, the following:

· Discuss how effective each process was

· Discuss ways to improve each process

b. Seek feedback on your management of workplace relationships based on your performance during the meeting in Task 3.2:

Discussion points can include, but are not limited to, the following:

· Areas that you performed well

· Areas that were not performed well

· Advice on how you can improve your performance

7. Have each attendee sign beside their name in the Meeting Minutes after the meeting. All signatures must be handwritten.

8. Submit the following to your assessor:

a. Completed Meeting Minutes

b. Video recording (ONLY if assessor is not available for direct observation)

Meeting Minutes

Date:	Time:	Location:
Purpose of the meeting
Facilitator
Notetaker
Attendees Please sign beside your name after the meeting.

Agenda Item 1 Processes Developed
Discussion

Agenda Item 2 Feedback
Discussion

Observation Form (For Assessor’s Use Only)

INSTRUCTIONS TO THE ASSESSOR

The assessor is to observe the learner as they complete the assessment task and skill requirements outlined in this Observation Form.

Before observing the learner:

· Review and discuss with the learner the task instructions, and skill requirements which they need to demonstrate to complete this assessment.

· Ensure that the learner understands the requirements of the task and the skill requirements before proceeding.

For this assessment, the learner is required to meet with stakeholders relevant to their workplace relationships management to ask for feedback on their performs. Prior to conducting the meeting, discuss with the learner to ensure that they have access to the following:

A safe environment to conduct the meeting (please tick at least one):

· the workplace: Indicate location of assessment.

· a simulated workplace environment: Indicate location of assessment.

Assessment requirements (please tick all requirements found in the assessment environment) :

· At least two relevant stakeholders

· Meeting Minutes template

· Video camera or a mobile phone with video recording capabilities

Only if direct observation is not possible.

Continued on the next page.

Your Role as the Observer/Assessor

You are required to observe the learner meet with their project team members to discuss and consult about the requirements of the project they are planning to undertake. The learner will provide you with a copy of the Observation Form which you must complete during the observation task.

Select the method of observation to be conducted:

· Direct observation

Assessor must be physically present in the assessment environment.

· Observation via video recording

Learner and the assessment requirements must be present in the video recording.

Complete the Observation Form for this task:

· Observe the learner demonstrate each skill requirement outlined in the form as they undertake the task.

· Indicate the date when the observation is conducted.

· Provide an overall feedback on the learner’s performance to assist the learner in addressing any areas of improvement.

· Sign off the Assessor Declaration at the end of the Observation Form to confirm this observation.

Discuss any further queries about the task and associated requirements with the learner before commencing.

Observation Form begins on the next page.

Observation Form

Learner Name:
Name of Workplace/ Organisation:
Task Title Refer to task title.
Date of Observation:
Did the learner demonstrate the following during the meeting with relevant stakeholders?	Yes	No	Comments
1. Seek feedback from stakeholders on the performance of processes developed Did the learner: · Discuss what they did well during their implementation of the developed processes	\|_\|	\|_\|
· Identify what they did not do well during implementation	\|_\|	\|_\|
2. Engage stakeholders to share their feedback Did the learner: · Ask each stakeholder for their opinion on the learner’s performance	\|_\|	\|_\|
· Ask each stakeholder to share what should be changed to improve performance	\|_\|	\|_\|
OVERALL FEEDBACK TO LEARNER

ASSESSOR DECLARATION By signing here, I confirm that I have observed the learner, whose name appears above, perform/demonstrate the skills outlined in this Observation Form during the meeting. I further confirm that the information recorded on this Observation Form is true and accurately reflects the learner’s performance during this task.
Assessor Name:
RTO Name:
Signature:
Date signed:

Task 4.2 Identify Areas of Improvement

ASSESSMENT INSTRUCTIONS

1. Review your discussion during the meeting in the Meeting Minutes from Task 4.1.

2. Access the Improvement Log provided within this workbook. Complete the template by:

a. Evaluate the feedback received for your management of workplace relationships from the Meeting Minutes in Task 4.1.

· Review each feedback received from the stakeholders during your discussion in Task 4.1.

· Identify feedback for each of the following areas based on your evaluation:

· Areas that were performed well

· Areas that need to be improved on

b. Identify at least two areas of performance that you need to improve on based on the evaluated feedback. Record the identified areas of performance that must be improved on in the Areas for Improvement section.

3. Submit the completed Improvement Log to your assessor.

Improvement Log

Completed by
Workplace/Organisation
Date Completed
Areas for Improvement
1.
2.

Learner Assessment Pack

Assessment Workbook Checklist

Instructions:

Your assessor will review your submissions against the checklist below. This section is to be completed by your assessor.

The learner has completed the Short Answer Questions in this workbook	ü
Short Answer Questions	¨
The learner has completed the Practical Assessments in this workbook and has submitted all the required evidence:	ü
Project Assessment
Task 1.1 Identify Workplace Collaboration Processes
Organisational Collaboration Processes	¨
Task 1.2 Develop Processes for Consultation
Consultation Processes	¨
Task 1.3 Develop Conflict Management Processes
Conflict Management Processes	¨
Task 1.4 Develop Task Issue Management Processes
Issue Management Processes	¨
Task 1.5 Identify Policies for Diversity and Ethical Conduct
Diversity and Ethical Policies	¨

Task 2.1 Delegate Responsibilities for Work Task
Partially completed Action Plan	¨
Task 2.2 Perform the Work Task
Completed Action Plan	¨
Task 2.3 Identify Task Issues
At least two completed Meeting Minutes	¨
At least two Video Recordings (if direct observation not possible)	¨
Task 2.4 Address Task Issues
Completed Task Issues Action Plan	¨
At least two Video Recordings (if direct observation not possible)	¨
Task 3.1 Identify Conflicts
At least two evidence of implementing the process developed for identifying conflict	¨
At least two Video Recordings (if direct observation not possible)	¨
Task 3.2 Meet with Employees Involved in Conflicts
At least two completed Meeting Minutes	¨
Partially completed Conflict Management Action Plan	¨
At least two Video Recordings (if direct observation not possible)	¨
Task 3.3 Resolve Workplace Conflicts
Completed Action Plan	¨
At least two Video Recordings (if direct observation not possible)	¨

Task 3.4 Provide Feedback to Team Members
At least two evidence of communicating feedback to each team member	¨
Task 4.1 Seek Feedback on Workplace Relationship Management
Completed Meeting Minutes	¨
Video Recording (if direct observation not possible)	¨
Task 4.2 Identify Areas for Improvement
Improvement Log	¨

Learner Assessment Pack

Recording

Record of Assessment

Instructions:

This section is to be completed by your assessor.

Assessment Details
Learner
Course Code
Unit of Competency	BSBLDR523 – Lead and manage effective workplace relationships
Assessor Name
RTO

Assessment Activity	Satisfactory	Needs more evidence
Short Answer Questions
Short Answer Question 1	¨	¨
Short Answer Question 2	¨	¨
Short Answer Question 3	¨	¨
Short Answer Question 4	¨	¨
Short Answer Question 5	¨	¨
Short Answer Question 6	¨	¨
Short Answer Question 7	¨	¨

Assessment Activity	Satisfactory	Needs more evidence
Practical Assessment
Part 1 Task 1.1 Identify Workplace Collaboration Processes	¨	¨
Part 1 Task 1.2 Develop Processes for Consultation	¨	¨
Part 1 Task 1.3 Develop Conflict Management Processes	¨	¨
Part 1 Task 1.4 Develop Task Issue Management Processes	¨	¨
Part 1 Task 1.5 Identify Policies for Diversity and Ethical Conduct	¨	¨
Part 2 Task 2.1 Delegate Responsibilities for Work Task	¨	¨
Part 2 Task 2.2 Perform the Work Task	¨	¨
Part 2 Task 2.3 Identify Task Issues	¨	¨
Part 2 Task 2.4 Address Task Issues	¨	¨
Part 3 Task 3.1 Identify Conflicts	¨	¨
Part 3 Task 3.2 Meet with Employees Involved in Conflicts	¨	¨
Part 3 Task 3.3 Resolve Workplace Conflicts	¨	¨
Part 3 Task 3.4 Provide Feedback to Team Members	¨	¨
Part 4 Task 4.1 Seek Feedback on Workplace Relationship Management	¨	¨
Part 4 Task 4.2 Identify Areas for Improvement	¨	¨

Context Details	Satisfactory	Needs more evidence
	¨	¨
	¨	¨
	¨	¨
	¨	¨
	¨	¨
	¨	¨

Supervisor/Observer Verification Log
Supervisor/Observer Name	Role in the Assessment	Contact Details	Date of Contact	Supervisor/Observer verifies the learner’s submissions
				¨ Yes	¨ No
				¨ Yes	¨ No
				¨ Yes	¨ No
				¨ Yes	¨ No

Assessor’s Comments

Remarks/feedback

Details of further evidence required

Please tick the appropriate box.	Yes	No
Comments and further action required are noted in the Learner Assessment Pack	¨	¨
Results discussed and agreed to by the learner You have the right to appeal the outcome of your assessment.	¨	¨
The Learner is	¨ Competent ¨ Not Yet Competent
Assessor’s signature	Date signed
I further confirm that I have verified the learner’s submissions by contacting the learner’s supervisor and/or observer whose names appear in the Supervisor/Observer Verification Log above.
After reassessment, the Learner is:	¨ Competent	¨ Not Yet Competent
Assessor’s signature	Date signed

Learner’s Comments

The signature confirms that I have submitted all my own work, and agree with the assessment decision and feedback.
Learner’s signature	Date signed

End of Document

Retirement Policy

Bounce Fitness is committed to fair, clearly stated and supportive relationships between the organisation

and its staff. This policy is designated by law as a Relevant Policy covering the employment of all staff,

in relation to all staff employed under an Australian Workplace Agreement that specifically refers to this

policy.

The retirement of an employee may be started by any staff member retiring and giving relevant notice.

Policy

Notice of retirement by the employee

Staff members wanting to retire are responsible for seeking independent financial / retirement advice.

They should also seek advice from Human Resources before finalising their retirement plans.

A staff member who wants to retire must submit a notice of their resignation in writing to their Centre

Manager or General Manager Human Resources.

The notice period must be in line with Bounce Fitness Termination Policy.

These notice periods are as follows:

Management – Not less than 4 weeks notice

General Staff – Not less than 2 weeks notice

If an employee does not give the required period of notice before terminating their employment, Bounce

Fitness has the right to withhold money due to the employee equal to the ordinary rate of pay for the

entire notice period.

Bounce Fitness Communication Policy and Procedures

Communication Policy and Procedures Policy Bounce Fitness specialises in offering group exercise programs, personal fitness services, and dance classes. The purpose of this Communications Policy is to standardise the communication channels within the company.

This policy ensures that important information is disseminated amongst the Bounce Fitness staff in a way that is easily accessed, accurate, and appropriate in content. This process is done is in accordance with legislative requirements and standards of best practice.

Communication Channels Employees are highly encouraged to utilise all communication channels for work-related purposes. They must comply with this policy and other applicable policies and legislation. Failure to do so may result in disciplinary action. News and updates within Bounce Fitness that related to ongoing company activities and events can be shared using the following communication channels.

Bulletin Board

To disseminate significant announcements relevant to employees’ interests in an easily accessible location. This includes upcoming training sessions and current employment vacancies.

Emails

To inform all staff about important information as well as to promote upcoming events and activities. Each staff member will have their own personal email assigned to them using the Bounce Fitness internal email system. All employees must read emails regularly to be updated on company news and announcements.

Bounce Fitness Communication Policy and Procedures

Social Media

To be used by committee members to collaborate and communicate about ongoing projects online. This enables each member to conveniently share and comment on ideas about company activities and events.

Surveys

To collect information and feedback directly from Bounce Fitness staff. It enables every member of the staff to contribute feedback and ideas for improving the work environment and employee engagement.

Procedures Bounce Fitness’s communications policy is a framework for all communications within all operations. This applies to everyone working with information and communications within the organization. This includes the following scenarios:

Scenario Process

Handling Complaints Raised by Clients

1. Listen to the client’s complaint

2. Empathise and apologise for the grievance

3. Offer options for possible solutions

4. Execute the solution chosen by the client

5. Follow-up with the client if the complaint is resolved

Handling Issues Raised by Employees

1. Listen to the employee’s complaint

2. Empathise and apologise for the grievance

3. Offer options for possible solutions in accordance with organisational policies

4. Execute the solution chosen by the employee

5. Follow-up with the employee if the complaint is resolved

Bounce Fitness Communication Policy and Procedures

Lack of Factual Communication

1. Confirm the reliability of the source of information

2. Checking the facts before disseminating information

3. Use tools and software to verify published information

4. Check if the information has been altered from its original version

Failure to Disperse Information

1. Standardise the approach or method for dispersing a specific type of communication

2. Determine which communication channels work best with the approach

3. Ensure that each information is clear, concise, and complete to avoid misinterpretation

4. Ensure that your message is received, processed, and retained by asking for feedback

Regular Performance and Training Reviews

1. Schedule the review ahead of time to ensure that there will be ample time

2. Give credit to the individual being reviewed by acknowledging strengths and contributions to the organisation

3. Reflect on the individual’s objects, goals, and targets

4. Ensure that there is an incentive to reward the excellent performance

5. Set specific objectives for development, rewards, or other measure

6. Document the performance review in electronic files or paperwork

Encouragement of Employee Feedback on Business and Administrative Decisions

1. Communicate the needs and priorities of the organisation through meetings, newsletters, emails, etc.

2. Seek views and opinions of employees by encouraging a two- way flow of information

3. Review an d improve strategies for communication flow of ideas and information

4. Consider ideas for rectifications and asses against organisational goals and objectives

5. Disseminate the decision and reasons why back to employees and representatives

6. Once the change has been implemented, invite feedback on the process to improve the next consultation process

Bounce Fitness Communication Policy and Procedures

Regular Staff Meetings and Communication with Employees

1. Determine the frequency of staff meetings based on the number of employees, location of employees, and workload

2. Determine the participants by analysing if it will be a productive use of their time

3. Select action items that would be of interest to the widest cross-section of employees

4. Prepare agenda ahead of time that includes the purpose of the meeting, its expected duration, how much time will be allocated to each action item, the decisions that must be made by the end of the meeting.

5. Schedule the meeting based on the participants’ availability

6. Seek feedback on how to improve meetings to make them more engaging

Establishment of Employer/Employee (and Employee Representative) Committees

1. Establish the functions of the committee

2. Define the committee membership

3. Elect the representatives on the committee

4. Specify details and makeup of designated work groups

5. Renegotiate designated work groups if there are changes to employee numbers, nature of work conducted, environment, location, hazards in the workplace, hours worked, or languages spoken by employees

Policy
Communication Channels
Procedures

Bounce Fitness Employee Relations Policy and Procedures

Employee Relations Vision Bounce Fitness will endeavour to build and support a positive employee relations climate supporting safety, capability, engagement, and a high performance culture to permit a strong customer service focus.

Employee Relations Goals To inform staff at all levels of the expectations, requirements and responsibilities required for a positive employee relations environment and the achievement of sustainable business outcomes.

Procedures 1. Align with Strategic Direction: To attain and maintain alignment with strategic direction and

ensure employee relations outcomes are consistent with the Bounce Fitness vision and values and support business priorities.

Strategy:

Ensuring employee relations outcomes conform to the Bounce Fitness direction through workplace negotiations

Ensuring commitment to continuous review of the employee relations direction to ensure it is aligned to Bounce Fitness and values

Ensuring consideration of the impact of employee relations decisions across Bounce Fitness Centres.

2. Governance and Compliance: To develop and maintain systems and processes to ensure compliance with industrial relations frameworks including legislation, industrial instruments and Bounce Fitness Policy. Compliance is the responsibility of both the staff who must claim entitlements appropriately and managers who are accountable for approval and endorsement of pay and conditions. It is important that all staff understand their conditions of employment and the significance of their responsibilities.

Strategy: Ensuring and promoting compliance with legislation and policy

Ensuring employment information is recorded and maintained accurately

Ensuring interpretation of conditions and entitlements is consistent

Ensuring compliance through training and audit processes

Ensuring all requirements including Government, internal and legislative reporting are complied with

Ensuring leaders accept accountability and set a positive example

Ensuring timely and effective implementation of workplace agreements, and changes to legislation, awards and policy.

3. Focus on Business Outcomes: A focus on business outcomes will ensure that employee relations initiatives are consistent with business practices of Bounce Fitness.

Strategy: Ensuring employee relations outcomes are consistent with Bounce Fitness priorities and

support business practices

Ensuring development of policy and industrial instruments in line with the Bounce Fitness vision, values and business needs

Ensuring facilitation of employee relations initiatives to support organisational improvement

Ensuring timely and accurate advice on employee relations issues

Ensuring effective advocacy and representation in industrial forums

Ensuring effective implementation and communication of employee relations outcomes at all levels.

4. Constructive Workplace Relationships: The achievement of common goals, minimisation of industrial disputes and promotion of innovation in issue resolution is all contributed to by positive and constructive workplace relationships. A climate where joint facilitation of resolution has more influence over the outcome is enhanced by participative negotiation.

Strategy: Ensuring constructive relationships between staff and management at every level

Ensuring involvement of staff in decision making and promoting issue resolution at every level

Ensuring promotion of ownership of organisational change initiatives

Ensuring working relationships and teamwork is collaborative and productive

Ensuring timely resolution of disputes, sharing information, consulting and negotiating to produce proactive, constructive and respectful outcomes

Ensuring a flexible approach to consultation with staff and representatives, addressing issues as they arise

Ensuring consultative arrangements at all levels of the business

Ensuring positive relationships with all staff based on:

o Communicating honestly and openly

o Behaving respectfully and professionally

o Valuing equity and diversity

o Actively consulting

o Willing to compromise when appropriate.

Implementation 1. Consultation: Facilitate the development of high-level relationships between the Board of

Directors, CEO and Centre Managers, addressing strategic issues affecting the whole of the business and ensure a forum to discuss workplace issues of strategic concern.

2.Communication: Bounce Fitness management communicates directly with staff wherever possible. Staff are encouraged to have genuine input to decisions about workplace issues at an individual, team and organisational level. Mechanisms to facilitate employee involvement and response include:

Annual Surveys: Monitor employee engagement, satisfaction, and opinion across a broad range of issues. Key issues are addressed through an Executive Team action plan. All staff receive a copy of the survey results and the corporate action plan, and regular updates on progress.

Employee Communications Strategy: Bounce Fitness encourages two-way communication, team brief meetings, the intranet, newsletters and noticeboards. Employees are also provided with regular opportunities to meet informally with the Chief Executive Officer through Centre visits. Other opportunities for communication include:

o Weekly team meetings in Centres and Head Office

o Monthly teleconferences for all staff in all centres

o Quarterly conferences for Centre Manager and Assistant Manager

o Annual General Meeting – Management

o Annual Team Building Day – All staff.

Consultation on Work Relationship Issues: Bounce Fitness promotes a harmonious culture among its employees. Management facilitates this culture by conducting regular individual consultations with its employees. These consultations provide an avenue to check the status of employee work relationships and identify any issues that affect work environment and productivity. During the consultation, both Management and employee must review issues raised, determine the root cause and discuss options for resolution.

Path for Issue Resolution: Employees who have an issue or concern in the workplace should raise it with their direct Manager in the first instance. Should the matter fail to be resolved at this level, the issue should be escalated to the next level of management. The Manager should endeavour to resolve the issue at the local level. Support for issues resolution will be available through Human Resources.

Version Control and Document History

Date Summary of Modifications Version No.

2017 Version 1.0 published for Bounce Fitness. 1.0

28 October 2021 § Removed background image on first page

§ Minor formatting edits, i.e. paragraph alignment

§ Added procedure on ‘Consultation on Work Relationship Issues’ under 2. Communication of Implementation section

1.1

Action Plan

Completed by
Workplace/Organisation
Date Completed
Team Task
Action Item	Person Responsible	Planned Implementation Date	Anticipated Result	Date Implemented	Actual Result	Assessor’s Signature

ASSESSOR DECLARATION TO THE ASSESSOR By signing in the spaces provided below, you are confirming that you have observed the learner, whose name appears above, demonstrated the skill requirements outlined above.
Assessor Name:
RTO Name:
Position:
Signature:

Australian Training School Pty ltd trading as Southern Academy of Business and Technology

Version : 2.0

Last Updated : 30 Jul 2021

Next Update: 31 Jul 2022

Page 45 of 230

Issues Management Processes

Completed by
Workplace/Organisation
Date Completed
Organisational Policy and Procedure

Process for Identifying Task Issues

Process for Providing Guidance

Process for Addressing Issues
Type of Process:
Process Developed

SUPERVISOR DECLARATION By signing here, I confirm that I have reviewed the Issue Management Processes document develop by the learner, whose name appears above, and confirm that the requirements in the document are in line with the organisation’s requirements.
Supervisor Name:
Workplace/Organisation Name:
Signature:
Date signed:

Australian Training School Pty ltd trading as Southern Academy of Business and Technology

Version : 2.0

Last Updated : 30 Jul 2021

Next Update: 31 Jul 2022

Page 45 of 230

Diversity and Ethical Policies

Completed by
Workplace/Organisation
Date Completed
Policy on Diversity

Policy on Ethical Conduct

SUPERVISOR DECLARATION By signing here, I confirm that I have reviewed the Diversity and Ethical Policies document develop by the learner, whose name appears above, and confirm that the requirements in the document are in line with the organisation’s requirements.
Supervisor Name:
Workplace/Organisation Name:
Signature:
Date signed:

Australian Training School Pty ltd trading as Southern Academy of Business and Technology

Version : 2.0

Last Updated : 30 Jul 2021

Next Update: 31 Jul 2022

Page 45 of 230

Consultation Processes

Completed by
Workplace/Organisation
Date Completed

Process for Employee Contribution

Process for Facilitating Employees’ Contribution

Process for Providing Feedback on the Outcome of Consultation

Australian Training School Pty ltd trading as Southern Academy of Business and Technology

Version : 2.0

Last Updated : 30 Jul 2021

Next Update: 31 Jul 2022

Page 45 of 230

Conflict Management Action Plan

Completed by
Workplace/Organisation
Date Completed
Action Item	Planned Implementation Date	Anticipated Result	Date Implemented	Actual Result	Assessor’s Signature

ASSESSOR DECLARATION TO THE ASSESSOR By signing in the spaces provided below, you are confirming that you have observed the learner, whose name appears above, demonstrated the skill requirements outlined above.
Assessor Name:
RTO Name:
Position:
Signature:

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 \| Unit 1, 159 Queen St, CAMPBELLTOWN \| Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia\| Phone: 1300 852 205 \| RTO Code: 31595 \| CRICOS Provider Code: 03602E
Version : 2.0	Last Updated : 30 Jul 2021	Next Update: 31 Jul 2022	Page 45 of 230

Meeting Minutes

Date:	Time:	Location:
Purpose of the meeting
Facilitator
Notetaker
Attendees Please sign beside your name after the meeting.

Agenda Item 1 Identify Task Issue
Discussion

Agenda Item 2 Provide Guidance on Task Issue

Discussion

Agenda Item 3 Address Issue
Discussion

Australian Training School Pty ltd trading as Southern Academy of Business and Technology

Version : 2.0

Last Updated : 30 Jul 2021

Next Update: 31 Jul 2022

Page 45 of 230

Improvement Log

Completed by
Workplace/Organisation
Date Completed
Areas for Improvement
1.
2.

Australian Training School Pty ltd trading as Southern Academy of Business and Technology

Version : 2.0

Last Updated : 30 Jul 2021

Next Update: 31 Jul 2022

Page 45 of 230

Diversity and Ethical Policies

Completed by
Workplace/Organisation
Date Completed
Policy on Diversity

Policy on Ethical Conduct

SUPERVISOR DECLARATION By signing here, I confirm that I have reviewed the Diversity and Ethical Policies document develop by the learner, whose name appears above, and confirm that the requirements in the document are in line with the organisation’s requirements.
Supervisor Name:
Workplace/Organisation Name:
Signature:
Date signed:

Australian Training School Pty ltd trading as Southern Academy of Business and Technology

Version : 2.0

Last Updated : 30 Jul 2021

Next Update: 31 Jul 2022

Page 45 of 230

Conflict Management Processes

Completed by
Workplace/Organisation
Date Completed

Policies and Procedures

Process for Identifying Existence of Conflict

Process for Resolving Conflicts

SUPERVISOR DECLARATION By signing here, I confirm that I have reviewed the Conflict Management Processes document develop by the learner, whose name appears above, and confirm that the requirements in the document are in line with the organisation’s requirements.
Supervisor Name:
Workplace/Organisation Name:
Signature:
Date signed:

Australian Training School Pty ltd trading as Southern Academy of Business and Technology

Version : 2.0

Last Updated : 30 Jul 2021

Next Update: 31 Jul 2022

Page 45 of 230

Preliminary Task
Short Answer Question 6 requires you to access legislation applicable to your state/territory relevant to managing workplace relationships. For your assessor’s reference: a. Tick the box of the state/territory that you are currently based on located in b. Identify at least one legislation relevant to managing effective workplace relationships that applies to the indicated state/territory When answering Short Answer Question 6, you must refer to the requirements of the legislation identified below.

a. Indicate the state/territory you are currently based or located in:
☐	Australian Capital Territory	☐	South Australia
☐	New South Wales	☐	Tasmania
☐	Northern Territory	☐	Victoria
☐	Queensland	☐	Western Australia
b. Identify at least one legislation relevant to managing effective workplace relationships that applies to the state/territory you are currently based or located in.

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 \| Unit 1, 159 Queen St, CAMPBELLTOWN \| Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia\| Phone: 1300 852 205 \| RTO Code: 31595 \| CRICOS Provider Code: 03602E
Version : 2.0	Last Updated : 30 Jul 2021	Next Update: 31 Jul 2022	Page 1 of 1

3. Engage team members to participate Did the learner: · Ask each participant for their opinion on the topic being discussed	\|_\|	\|_\|
· Ask each participant to share their views and opinions	\|_\|	\|_\|
4. Motivate team members to participate Did the learner: · Explain what the team can learn from the task	\|_\|	\|_\|
· How they can help the organisation by completing the task	\|_\|	\|_\|
5. Adapt personal communication style to build:
a. Trust
Did the learner: · Reassure team members that they will answer all questions or clarifications the team can think of to the best of their abilities	\|_\|	\|_\|
· Maintain a cheerful tone while conversing with team members	\|_\|	\|_\|

b. Positive Working Relationships
Did the learner: · Greet the participants (e.g., ‘Good morning’ or ‘how are you?’)	\|_\|	\|_\|
· Provide words of encouragement (e.g., ’I know it might be a bit difficult but I know you can do it!’)	\|_\|	\|_\|
6. Encourage the team to collaborate Did the learner: · Had the team discuss with their peers	\|_\|	\|_\|
· Support the team members to answer their team member’s questions if they would like to	\|_\|	\|_\|
7. Implement the requirements identified in the Diversity and Ethical Policies template Did the learner: · Implement the Policy on Diversity?	\|_\|	\|_\|
· Implement the Policy on Ethical Conduct?	\|_\|	\|_\|
OVERALL FEEDBACK TO LEARNER

3. Adapt personal communication style to:
a. Model behaviours
Did the learner: · Refrain from complaining or saying negative things about the task to avoid team members doing the same	\|_\|	\|_\|
· Provide positive feedback to team members doing well to encourage others to follow their lead	\|_\|	\|_\|
b. Support others
Did the learner: · Reassure team members that they are doing well	\|_\|	\|_\|
· Give suggestions on how a team member can better perform a task or action (e.g., ‘I think it would easier if you did it like this’)	\|_\|	\|_\|
4. Demonstrate facilitation skills Did the learner: · Instruct team members to begin their tasks	\|_\|	\|_\|
· Present any additional information needed for team members to complete their tasks	\|_\|	\|_\|

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