For this task, you will answer a series of questions to demonstrate your understanding of leadership techniques for building and maintaining positive work relationships, building trust and confidence, resolving conflict, managing poor performance, and understanding of relevant legislation and problem-solving techniques.
Read the questions below and respond in writing with the most suitable answer. There are 10 questions. You must complete them all. Unless otherwise stated, the questions require short answers. You may use various sources of information including your workbook, internet and other documents. You must list your sources. Your assessor will advise you when this is due.
These are short answer questions. Answers should be between 50 and 100 words.
For this assessment you may answer in dot points.
Give three (3) examples of how work relationships can support or hinder achieving planned outcomes.
Give three (3) examples of how the cultural and social environment can support or hinder achieving planned outcomes.
Describe two (2) methods and techniques for communicating information and ideas to each of the following kinds of stakeholders.
|1. Your manager|
|2. Members of your team|
|3. External client|
Describe two (2) techniques for each of the strategies listed in the table below that develop positive work relationships particularly trust and confidence.
|Using Interpersonal styles|
|Cultural and social sensitivity|
Describe two (2) problem-solving methods.
If you had a conflict at work, what strategy would you use to solve it? Explain the steps.
Describe two (2) methods which you could use to manage poor work performance. Include a formal and an informal method
Describe one (1) technique in the table below for how you would improve work relationships for each of the following strategies:
|Strategy||Explanation of the technique|
|Monitoring workplace relationships|
|Analysing workplace relationships|
|Implementing improvements to workplace relationship|
If you worked in a very culturally diverse workplace, how would you adjust your interpersonal and communication style to meet the social and cultural environment?
Describe the impact of legislation and organisational policies on workplace relationships. Give examples of two different pieces of legislation and two typical workplace policies.
In this task, you will need to demonstrate the skills and knowledge to collect, analyse and communicate information and ideas and develop trust and confidence as a leader. You must demonstrate that you can:
In this assessment task you will work in a team, taking a leadership role, to solve staffing problems at the CoffeeVille scenario business given below. You will need 3 – 4 in each group.
You will work within your team to research and analyse information, present information and gather feedback.
For this task, you will meet members of your team to learn about issues presented by HR management for a simulated business, CoffeeVille. You will discuss the problems and hypothetical solutions in your teams and arrive at a consensus for developing actions.
Your assessor will give you time to hold the meeting and will observe you. Each person will have approximately 20 - 30 minutes to lead their section of meeting. You may need to participate in more than one meeting so that each person has the opportunity to lead the group. Note that each student will be given an opportunity to lead processes and demonstrate their competency and ability to win the trust of colleagues, customers and other stakeholders.
1. Read the following scenario and business information on the following pages
2. Read the CoffeeVille scenario and business information attached. Be sure you:
(a) Read the CoffeeVille employee handbook (attached)
3. Form a team as assigned by your assessor.
4. Plan and prepare materials for your team to hold a workshop meeting:
(a) Draft an agenda
(b) Agree to tasks for team members to contribute to the workshop. Assign one problem to each team member to focus on researching.
Note: During the workshop meeting, each team member must take responsibility to lead the discussion and resolution of at least one topic.
5. Read and analyse the CoffeeVille staff demographic and OHS incident data on the following pages.
6. Conduct research and analysis in relation to the scenario to identify potential solutions in the case study.
7. Undertake a PEST analysis to consider risks that are political, economic, social or technical.
8. Research the legislation, regulations and standards that apply to the scenario; for example, relating to:
(a) recruitment and induction
(b) industrial relations and employment conditions, including rights and responsibilities around flexible working arrangements
(c) health and safety
(d) equal opportunity and anti-discrimination
(e) environmental issues.
9. Participate and lead in a team workshop meeting. The purpose of the meeting is to solve the problems outlined in the scenario:
(a) Before you start, make extra copies of the Observation Checklist templates on page 10 (Appendix 3) for team members to use for their third-party observations.
(b) Lead your assigned portion of the meeting and use your initiative to raise issues and offer solutions concerning recruitment needs, unskilled or inexperienced staff. Your objective is to decide on a solution to the problem.
(c) Conduct yourself with integrity, respect and empathy to build and maintain engagement, ensuring that you communicate information and ideas in a manner that is professional and appropriate to the needs of your audience (for example, being sensitive to cultural and social diversity and any special needs), and in line with organisational requirements for behaviour
(d) Take meeting minutes.
(e) Agree as a team on action plans and write these up as a group.
(f) Complete meeting minutes. Each person is to complete these individually.
10. Gather feedback on your performance as leader in the meeting. Get at least two of your fellow team members to complete copies of the observation checklist (below). Submit these together with a brief reflective report on how you will adjust your interpersonal style and methods, as appropriate, for future meetings.
11. Submit all documents.
You are a store manager of one of the CoffeeVille Melbourne stores. CoffeeVille’s HR manager has asked that you work with a few other store managers in your area to work to solve two urgent current employment risks. The HR manager has identified four inter-related problems, experienced both in your store and others in your area, related to staffing.
You will need to meet with your fellow store managers and hold a workshop meeting to brainstorm solutions to the problems by sharing information on staff duties, work performance expectations, hiring staff with understanding of diversity and cultural issues, and following social, ethical and business standards.
|Problem 1: Filling shifts|
There is a shortage of staff willing to work the early morning shifts during winter.
Stores open at 7 am – meaning staff need to be in store at 6 am to prepare for opening. On days where the store must fill catering orders, staff responsible for the order must be in-store at 5 am. This means it is extremely dark and cold until well after the store opens.
Some staff do not have cars and need to use public transport, which is on unreliable timetables. Staff have also expressed discomfort at waiting at certain bus/tram stops and train stations that are poorly lit or unmanned that early in the morning.
There are also possible family or cultural issues at play. Other staff have indicated their spouses have forbidden them to work at times when their families (children and dependent relatives) need to be fed, monitored or supervised.
|Problem 2: Quality recruitment|
The company has difficulty sourcing or training skilled and experienced barista staff.
The area manager placed emphasis on sales skills during recruitment to keep costs down and increase profits. As a result, very few staff are trained in making coffee to the appropriate standard, and this has become a huge problem in filling shifts and has contributed to falling customer satisfaction.
|Problem 3: Health and safety risks|
The above problems have meant there hasn’t been time for experienced staff to train the new staff, which has led to a resulting concern regarding health and safety.
Recent hires were poorly trained in health and safety previously, and existing skilled staffs are overworked. Incidents and injuries, some of them serious, are increasing.
|Problem 4: Staff morale |
All of the above problems have resulted in poor staff morale, as staff who are stuck having to fill these shifts are tired and run-down, and feel resentful towards the staff who refuse these shifts.
Increased risk of injury and a perceived lack of interest and respect from management are leading experienced staff to question their commitment to the company, and there are whispers of staff planning to quit and find work elsewhere.
In this task, you will need to analyse and communicate information and ideas, and manage poor work performance and conflict constructively, within organisational processes to achieve positive outcomes. You must demonstrate that you can:
This assessment assesses your ability to work in (simulated) teams to deal with a reported incident of bullying in the organisation.
You are required to manage poor work performance and conflict constructively within organisational processes of the scenario workplace to achieve positive outcomes. You will perform in a role-play and manage and resolve issues using a template. You need to tease out the issues of bullying and harassment from those of poor performance and conflict in the workplace. You will provide a clear role model, consulting inclusively with teams, making decisions and demonstrating support for improvements in the workplace.
You will be provided with additional details of poor work performance/bullying to flesh out (contextualise) the scenario. Astral’s sample policies and procedures are included as appendices (Appendix 1–5). You may need additional material to help employees consider generally accepted social, ethical and business standards of behaviour in the workplace.
You will participate in a role-play, use or build networks to collect information, and write a report.
There are three parts. You must complete them all.
1. Read the scenario of bullying and poor work performance at Astral Events below (Appendix 1).
2. Collect information about at least two cases of workplace bullying in Australia, and the method of resolution. Your Assessor will guide you with relevant websites or provide you with appropriate documents in order for you to do the following:
(a) Create a portfolio (no more than 3 pages) of information about the details of the incidents and resolution that occurred in these cases.
(b) As part of your information gathering, you must contact at least one external person/organisation to seek information on conflict resolution.
You may use internet, journals and periodicals and direct research. You must list your sources of information and provide evidence of research.
3. Complete the performance issue details in the first half of the Conflict Resolution Plan form (Appendix 7).
4. Meet with your assessor to determine and assign roles for the role-play.
5. Conduct a role-play. The purpose of the role play is to discuss the problem with the employee and reach a mutually agreeable solution.
During role-play, discuss issues and demonstrate possible actions, including support for colleagues, and:
(a) Refer in your discussions to social, ethical and business standards
(b) Discuss policies and procedures (see the five extracts from Astral simulated business: appendices 2 to 6)
(c) Make decisions on actions, such as referrals to other personnel and timeframes.
6. Complete the remainder of the conflict resolution plan form you started in Part A (Appendix 7).
7. Write a dispute resolution report on your findings for the human resources manager, including recommendations and outcomes.
(a) Identify and analyse difficulties and describe planned action to rectify the situation within the requirements of the organisation and relevant legislation.
(b) Reflect on your own efforts to guide and support colleagues, improve workplace outcomes in consultation with others, manage poor work performance and manage conflict constructively.
(c) Recommend and outline a process for managing reports of bullying or harassment at Astral Events.
(d) Recommend networking activities for Astral Events to improve organisational culture.
8. Submit all deliverables according to specifications and within agreed timeframes.
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