Unit of Competency: Lead effective workplace relationships Work effectively with Diversity PY Topic: Topic 6 – Workplace Relationships Assessment Task: Task 6.2– Role Play Assessment Submission...

Assessment Instructions to Student:

· Attempt all questions in the assessment.

· All answers to be typed using Microsoft Word

Resources permitted during assessment:

· Dictionaries: Standard, Bilingual, Digital

· Electronic devices: Laptops, Computers, Internet

Additional Assessment Instructions to Assessor:

Reasonable adjustment: Trainers may make reasonable allowances for learners in accordance with the C&I Learner Support Policy contained in the Participant Handbook. This may relate to the timeframe for undertaking this assessment task in class or relate to an extension to the due date. Consult with the Curriculum & Learning Manager prior to administering this assessment to ensure Learner Support needs are met.

BSBLDR402 Assessment Requirements

Performance Evidence

Evidence of the ability to:

· access and analyse information to achieve planned outcomes

· apply techniques for resolving problems and conflicts and dealing with poor performance within organisational and legislative requirements

· review and improve workplace outcomes in consultation with relevant personnel

· adjust interpersonal style and communications to respond to cultural and social diversity

· apply relationship management and communication skills with a range of people that:

· demonstrate integrity, respect, empathy and cultural sensitivity and promote trust

· forge effective relationships with internal and/or external people and help to maintain these networks

· encourage participation and foster contribution of and respect for ideas and feedback

· provide support to colleagues to resolve difficulties.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

· give examples of how work relationships, and the cultural and social environment, can support or hinder achieving planned outcomes

· explain techniques for developing positive work relationships and building trust and confidence in a team including interpersonal styles, communications, consultation, cultural and social sensitivity, networking

· explain the impact of legislation and organisational policies on workplace relationships

· describe a range of methods and techniques for communicating information and ideas to a range of stakeholders

· outline problems solving methods

· explain methods to resolve workplace conflict

· explain methods to manage poor work performance

· explain how to monitor, analyse and introduce ways to improve work relationships.

BSBDIV301 Assessment Requirements

Performance Evidence

Evidence of the ability to:

· adjust language and behaviour as required by interactions with diversity

· identify and respect individual differences in colleagues, clients and customers

· apply relevant regulations, standards and codes of practice.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

· identify major groups in the workplace and community, as defined by cultural, religious and other traditions and practices

· identify reasonable adjustments that facilitate participation by people with a disability

· explain the value of diversity to the economy and society in terms of:

· workforce development

· Australia’s place in the global economy

· innovation

· social justice

ROLE PLAY SCENARIOS

Choose

one

of the following scenarios. Develop a script for a role play of your chosen scenario where you are the team leader needing to address the problem, consider what is the problem is, how you are going to solve it and what follow up steps should be taken. The role play should last for

no

longer than

10 minutes

and
must address all
of the criteria
listed in the Assessor Observation Guide
below. Ensure you are prepared to answer the

Mandatory Questions

listed in the Assessor Observation Guide below.

Scenario One: Workplace Conflict

You are the supervisor in an IT Call centre where two of your staff members have not been getting along due to cultural differences. This has been escalating for a few weeks now and has resulted in one of the team members speaking aggressively to her colleague in front of the whole team. Both team members are now visibly distressed and it has negatively affected the work environment.

Scenario Two: New Staff Member

You are the Team Leader in a project team. The team is responsible for rolling out plans for a construction project. You have recently lost two team members and two new team members have been recruited by HR. When they arrive, one of the team members has a disability of which you had not been advised, nor do your current work processes cater to their needs.

Scenario Three: Poor work processes

You are the Senior Accountant for a large training company which has implemented a Payment Plan for their customers. The Director of Accounting has advised you that cash flow is down and this is quite confusing given sales have been increasing. Your investigation reveals that the work process you created and implemented has not been followed by the accounting team. Staff have ignored your instruction to implement this process resulting in low cash collections and now the Director of Accounting is unhappy with your own work performance. You feel this is due to their lack of respect for you due to your cultural background, which is different to all staff members.

Scenario Four: Poor Staff Performance

You are the Shift Supervisor of a busy fast food restaurant. The local Area Manager visited the store today and advised there has been an increase in the number of complaints regarding food quality and customer service levels. There is one team member who has a strong personality. His demeanour and behaviour impacts all team members as he encourages other staff to be disrespectful towards customers and to cut corners in the food delivery process. He is also inflaming racist behaviour by making rude, offensive racist jokes about customers.

Assessor Observation Report

(Assessor to complete only)

You are to observe a role play and offer feedback based on the determined criteria in the table below. A mark of Satisfactory (S) means that the criteria have been met. A mark of Not Yet Satisfactory (NYS) means that additional learning or evidence is required.
Note: it is compulsory for the trainer to provide feedback in the comments section.