Apply critical thinking for complex problem solving

This assessment is for BSBCRT611 and requires the student to demonstrate practical skills to apply critical thinking in order to develop solutions to complex issues arising in the workplace. The assessment includes a set of tasks that must be completed in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work.

BSBCRT611
Apply critical thinking for complex problem solving
Task 2
Assessment Task 2 of 2 (Practical Assessment)
Task summary
Complete all tasks in this assessment as instructed. If you have questions, consult with your
assessor.
Practical Assessment
The Practical Assessment is a set of tasks that must be completed in a safe environment
where evidence gathered demonstrates consistent performance of typical activities
experienced in the customer service field of work.
To be assessed for this unit of competency, you must demonstrate your skills and knowledge
to apply critical thinking in order to develop solutions to complex issues arising in the
workplace.
The Practical Assessments in this workbook include:
1. Workplace Project Assessment
A series of tasks assessing the learner’s practical knowledge and skills relevant to the unit of
competency. This includes the learner completing workplace documents or similar as
evidence of competent performance.
2. Workplace Practical Observation
A set of assessment tasks where the learner must demonstrate practical skills relevant to the
unit of competency. These skills are to be demonstrated while being observed by the assessor.
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.
Required
To complete the Practical Assessment tasks, you will require access to:
 Computer with internet and email access, and a working web browser
 Installed software: Word, Adobe Acrobat Reader
 A safe environment where evidence gathered demonstrates consistent performance of
typical activities experienced in the customer service field of work that will allow you
access to:
o Workplace documentation with information on the following:
 Scope of your work role

This can include:
 Job description
 Roles and responsibilities document
 Business plan
 Requirements for the development of:
o Solution proposal briefs
o Feedback registers
 Requirements for the presentation of:
o Solution proposal briefs
o Feedback registers
 Process for the approval of solutions for implementation
 Requirements for preparing solution proposal briefs, such as:
o Style guide
o Communication policy and procedures
o Continuous improvement policy and procedures
 Workplace templates, including or similar to the following:
o Problem scoping briefs
o Feedback registers
o Solution proposal briefs
 Resources required for each of the following:
o Undertaking research
o Preparing a brief
o Developing a feedback register
This can include:
 Consultations with specialists
 Information databases
 Project management tools
 Organizational policies and procedures with information relevant to the identified
complex workplace issue, such as:
o Work health and safety policies and procedures
o Conflict resolution policies and procedures
o Business continuity policies and procedures
 Components of legislative frameworks applicable to the identified complex workplace
issue,
Components of legislative frameworks can include legislation, regulations and codes of
practice related to the following:
 Anti-discrimination

 Fair work
 Work health and safety
 Opportunity to:
o Scope at least one complex workplace issue during consultation with at least
two relevant stakeholders in Workplace Project Task 1
o Present the problem scoping brief and facilitate an ideation session with at
least two relevant stakeholders in Workplace Project Task 3
o Present the solution proposal brief and seek feedback from at least two key
stakeholders in Workplace Project Task 5
 People, including:
o At least two relevant stakeholders who will be involved in the following:
 Consultation to scope at least one complex workplace issue
in Workplace Project Task 1
 Presentation of the problem scoping brief and facilitating ideas for
resolving the complex workplace issue in Workplace Project Task 3
Relevant stakeholders refer to individuals or groups who have relevant information on and
are affected by the workplace problem.
 At least two key stakeholders who will be involved in the following:
o Presentation of the solution proposal brief and gathering feedback on
presented information in Workplace Project Task 5
o Seeking approval for the implementation of the solution to the complex
workplace issue in Workplace Project Task 6
Key stakeholders refer to individuals or groups who are vital in the problem-solving process
due to specialist insight and authority to provide approval for implementation.
Workplace Project Assessment
Project Overview
This workplace project assessment requires you to scope and address at least one
complex workplace issue in the workplace.
This assessment is divided into six
tasks:
Task 1: Scope Complex Work
Issue
Task 2: Problem Scoping Brief and Feedback Register
Task 3: Facilitate Ideation Session
Task 4: Solution Proposal Brief
Task 5: Present Solution Proposal Brief
Task 6: Refine and Submit Solution Proposal Brief
This project requires you to complete the assessment tasks in a safe environment where

evidence gathered demonstrates consistent performance of typical activities experienced
in the customer service field of work.
Each task comes with a set of instructions. You are to follow and perform these
instructions while being observed by the assessor and/or submit any required
documentation as evidence of task completion.
Before starting this assessment, your assessor will discuss with you these tasks, including
instructions, resources, and guidance for satisfactorily completing them.
You are required to:
 Complete the tasks within the time allowed, as scheduled in-class roll.
 Identify and scope details of at least one complex issue in the workplace for
resolution.
 Develop a problem-solving brief with information on the problem-solving process.
 Facilitate ideation session with at least two relevant stakeholders
to determine at least two possible solutions
 Evaluate identified possible solutions to determine the most viable option to take
 Present and seek feedback on solution proposal brief
 Refine solution proposal brief and seek necessary approvals for implementation
Resources Required for Assessment
Resources you need to access to complete the project assessment are outlined in the
Resources Required for Assessment section of this workbook, and in the
corresponding Assessor’s Checklist and/or Observation Form of each task.
Discuss each requirement with your assessor before commencing with each task. They
will organize the resources required for this assessment.
IMPORTANT: Additional workplace resources may be required upon the
contextualisation of this assessment.
Forms and Templates
Generic forms and templates are provided in the project tasks, unless otherwise specified.
These can be accessed from the following link:
BSBCRT611 Forms and Templates
If you are currently in a workplace, use similar workplace templates and forms used by your
organization to complete each assessment task.
Discuss with your supervisor and your assessor first to ensure that the forms/templates
you will use cover all criteria required by each assessment task.

Review these forms and templates with your assessor before starting the task.
Assessment Start from Here,
Task 1: Scope Complex Workplace Issue
ASSESSMENT INSTRUCTIONS
Your assessor will observe you as you consult with at least two relevant stakeholders to
determine the scope of at least one complex workplace issue.
Relevant stakeholders refer to individuals or groups who have relevant information on and
are affected by the workplace problem.
You will be assessed on your practical skills to:
 Consult with at least two relevant stakeholders to scope at least one
complex workplace issue
During the consultation, you must discuss the following information:
o Scope of your job role
o At least one complex issue within the scope of your job role.
o At least two task objectives
o At least two risks in trying to solve the complex issue
o At least two resources required to determine a solution for the issue
 Use communication techniques to identify requirements as appropriate
to the audience and environment
 Use listening and questioning to elicit the views and opinions of
relevant stakeholders
Before consulting with at least two relevant stakeholders, you must review at least one
organisational document with information on the scope of your job role.
Review Workplace Project Task 1 – Observation Form before starting this task. This
form outlines all the practical skills you need to demonstrate to satisfactorily complete this
task. Your assessor will also discuss with you the practical skills outlined in this form prior
to the assessment.
After completing this task, submit the organisational document you reviewed with
information on the scope of your job role. This can include:
 Job description

 Roles and responsibilities document
 Business plan
Answer:
Scope of your job role
Within the organization, I am working on the post of Marketing Executive for which I
am responsible to fulfill certain actions in most responsible manner. I am accountable to
create awareness and develop the brand image in front of company clients along with
building positive customer relationship with them (Ali and Anwar, 2021). Thus, in order to
fulfill such requirements, I have to work closely with in house as well as external creative
agencies in order to design marketing materials which are highly helpful in advertising
products and services with the help of brochures and adverts. Thus, my job role consists of
certain goals such as recognition of audience requirements and desires while purchasing the
offered goods and services to expand business profit margins.
At least one complex issue within the scope of your job role
In my job role i.e. Marketing executive, it has been identified by me that I am facing
discrimination and biases issues from very long duration of time. I am giving my 100%
potential towards the fulfillment of my tasks which are related to marketing but my manager
always suggests their own preferred candidates names in job advertisements (Kachouie,
Mavondo and Sands, 2018). Due to this, I feel a sense of biases from very large period of
time. I also feel sometimes while asking for leaves to my manager that he always refused my
leaves while give permissions to my colleagues which makes me extremely stressed at the
workplace premises.
At least two task objectives
2. Enhance profits through sales development strategies with matching customers
desires by promoting goods and services as well as ideas.
3. Accountable to develop and supervise marketing campaigns to promote offered
services and products.

At least two risks in trying to solve the complex issue
3. Risk of facing negative environment within the workplace premises.
4. Might not get appropriate support from top management people.
At least two resources required to determine a solution for the issue
 Financial resource in order to conduct training and awareness sessions by the
company to make each and every employee aware about the serious consequences of
doing discrimination and harassment to any employee or candidate within the
organization.
 Human resource in order to provide proper training and development sessions within
the workplace premises to maintain positive environment (Balakrishnan and Dwivedi,
2021). This ultimately enables the employees to work in most effectual manner and
thus enhance their productivity level as well.
Use communication techniques to identify requirements as appropriate to the audience and
environment
With the help of conducting face to face conversations with each and every employee,
it has been easily identifiable the number of employees who are facing discrimination issues
while working within the organisation. In this manner, the issues are easily highlighted in
front of top management and thus, there is a chance of resolution arises in utmost priority
way. Although there are various techniques through which the management can take
feedbacks such as non-verbal and visual techniques but face to face technique is extremely
efficient for the employees so that they are also able to share their views without any
hesitation to their top management (Joly and et.al., 2017). And if they are facing difficulty in
do, so then they are free to communicate in written format as well such as through emails
which is a professional way to share problems.
Use listening and questioning to elicit the views and opinions of relevant stakeholders
With effective listening ability, the employees are able to identify the problems or
issues in detailed manner. In order to fulfil this concept, the management have to extremely
focus towards the words spoken by employees as their challenges are highly important to be
answered in positive manner. Usage of supportive facial expressions such as nodding, smiling
are equally important while sharing their views and information (Elford, 2017). Apart from

listening, questioning is also equally important as it helps to encourage employees to ask
questions regarding discussed topics as it enables them to resolve challenges and also helps to
stimulate thinking ability.
Job description
Job Description
Job title: Marketing executives
Accountable to: Director of business development
Main Role
Support the whole firm in terms of raising the profile through various marketing initiatives and to
provide support to the business development team with an objective of growing client business and
maximizing revenue potential.
Duties and Responsibilities
 Responsible to manage social media activity.
 Creation of marketing document.
 Internal company marketing initiatives.
 Assist in the power point presentations.
 Accept and practice total quality commitment to the mutual benefit of company clients.
 Seek to identify potential opportunities which would benefit the operation and the
administration of the company.
 Undertake any other projects which may be deemed necessary from time to further increase
the position in general.
Key Competencies
 In context of marketing, candidate have to prove experience of creativity, initiative and
accuracy within this particular area.
 High confidence with excel, sales force, power point, marketing software, etc. to learn quickly.
 Ability to communicate clearly and confidently with clients along with excellent customer
service ethics.
 Organizational skills in terms of multi tasking, prioritizing, planning, follow up and preparation.

 Extremely self-motivated
 Meticulous attention to details.
 Flexible approach towards work.
Key Qualifications
 Job knowledge and experience is essential.
 Education of various technological software and programs.
 Social media platform experience in working environment.
 UK driving licence.
 Analysis experience.
Roles and responsibilities document
There are various roles and responsibilities that needs to be performed by the
marketing executive such as:
 Communicate with the targeted audience and develop consumer relationships.
 Help with marketing plans, advertising, marketing campaigns.
 Create awareness of products among consumers and develop brand value among
them.
 Support marketing manager in delivering agreed activities.
 Work closely with internal and external agencies to design appropriate marketing
structure (Leslie and et.al., 2020).
 Write and proofread marketing strategy copies for both online and offline print
campaigns.
 Produce creative content, including videos as well as blog posts.
 Run social media channels to increase audience engagement.
 Develop and implement marketing strategy along with maintain and update customer
database.
 Develop relationships with key stakeholders in both internal as well as external
context.
 Oversee and manage marketing budget.
 Monitor and report on competitor activity.
 Track marketing performances and return on investment with weekly or monthly
preparation of reports for management.

 Arrange the effective distribution of marketing materials.
Business plan
Executive summary
This business plan will elaborate the concept of resolution of discrimination issues
that has been faced by the employees within the organization. With the help of planning, the
management people will able to target candidates who are facing issues and with the help of
various resources and strategies they try their maximum to resolve these issues with utmost
priority.
Target audience
The target audience for this plan are the employees who are facing the challenges
related to discrimination and biases within the workplace premises (Paudyal, 2019). With
consulting with the employees, the management and HR people will identify the seriousness
of the issues and thus search various solutions and options which positively provide their
maximum to resolve certain issues.
Human Resource
Resources in context of candidates within the organization are highly in requirement
who are appropriately able to handle the issue in most professional way. The candidates must
be experienced in order to handle such kind of cases and have already work with similar
situations. The people are appropriately able to prepare appropriate policies, rules and
regulations in order to strictly avoid such kind of situations within the company. These
activities help the employees to work in optimistic manner and makes them feel that they are
equally important for the management irrespective of their position and job responsibilities.
Strategies
 Organization have to invest in various programs and resources in order to handle such
drastic issue in most rapid manner.
 Managers have to collect honest feedbacks through different modes so that the
strategies must be effective enough to reflect the solutions in most optimistic ways.

 Enlistment of outside experts who are effectively able to handle the discrimination
and biases challenges within the workplace.
 Leadership teams who want to make changes with well intentioned decisions that are
spurred by the urge or discourage such kind of actions among teams.
 Providing all the employees with appropriate training sessions which illustrates
certain acts and educate all the employees about discrimination along with their
serious consequences.
 Encourage workers to respect each and every employee within the company
irrespective of their position at workplace premises (Hebl, Madera and Botsford,
2019).
 Strategies that immediately respond to any evidence or complaints of inappropriate
behaviour of any member within the workspace.
 Make sure that the workplace policies related to the discrimination and biasses must
be properly enforced into action.
 Development of workplace policies that prohibits discrimination within the firm.
Financial projection
Particulars Amount in $
Labour for projection of team members 150
Legal consultation fee 300
Development of training programs 500
Printing, copying, material preparation, etc. 150
Conducting training sessions 500
Initial IT set up 1000
Telephone cost 200
Computers and laptops 500
Software licences 1500
Office furniture 1000
Miscellaneous 500
Total $6300

Task 2: Problem Scoping Brief and Feedback Register
ASSESSMENT INSTRUCTIONS
This task will require you to develop a problem scoping brief with information on the scope
of at least one complex workplace issue and a feedback register that you will use in
Workplace Project Task 5.
Use your workplace/organisation’s templates for the following to complete this task:
 Problem scoping briefs
 Feedback registers
To complete this task, you must:
 Access and review the following information:
o Consultation on at least one complex workplace issue conducted in
Workplace Project Task 1
o Organizational documents with information on each of the following:
 Requirements for the development of:
- Solution proposal briefs
- Feedback registers
 Requirements for the presentation of:
- Solution proposal briefs
- Feedback registers
 Process for the approval of solutions for implementation
 Research requirements applicable to the complex workplace issue that
must be resolved.
Requirements must include:
o Components of applicable legislative framework
Legislative framework refers to acts, regulations, standards and codes of
practice that work together to provide a set of guidelines for workplaces to
follow in order to adhere to legislative requirements.
Components can be related to the following:

 Anti-discrimination
 Fair work
 Work health and safety

o Organizational policies and procedures
This can include:
 Work health and safety policies and procedures
 Conflict resolution policies and procedures
 Business continuity policies and procedures
 Develop a problem scoping brief with information on the problem-
solving process for at least one complex workplace issue
This must include the following information:
o At least one complex workplace issue to resolve
o At least two task objectives relevant to the complex workplace issue
o At least two risks in trying to solve the complex workplace issue
o At least two resources required by the problem-solving process
o Calculation of the cost of each resource required
o At least one applicable legislative framework
o At least one applicable organisational policy and procedures
o Requirements for the development of each of the following:
 Solution proposal briefs
 Feedback registers
o Requirements for the presentation of each of the following:
 Solution proposal briefs
 Feedback registers
o Process for the approval of solutions for implementation
 Develop a feedback register that you will use in Workplace Project
Task 5 to systematically record stakeholder feedback on solutions for
the complex workplace issue

Review Workplace Project Task 2 – Assessor’s Checklist before starting this task. This
form outlines the following:
 Resources you are required to access to complete the task.
 All criteria your submission must address to satisfactorily complete this task.
Your assessor will discuss these resources with you, and the criteria outlined in this form
prior to this assessment.
Review the template you will use to complete this task. If you are using a template from
your workplace/organisation, discuss with your assessor to ensure that the template covers
all requirements that apply to this task.
Submit the following to your assessor:
 Completed problem scoping brief
 Feedback register
Include any supplementary documents/sources used to create the problem-solving brief to
your assessor, such as:
 Organizational policies and procedures
 Style guides
 Organizational templates
You must also submit evidence of conducting research on the following information
applicable to the complex workplace issue:
 Legislative framework components
 Organizational policy and procedures
Answer:
REQUIREMENTS FOR THE DEVELOPMENT OF
Solution proposal briefs
The best practice that can be adapted by the company in order to eradicate the issue of
discrimination that has been face by the marketing manager is that it implementing policies of
respecting cultural and racial difference. Along with it, everyone needs to be professional in
conduct and speech so that unnecessary biases and discrimination can be avoided for better
outcome (Scheitle and Ecklund, 2017). Therefore, the solution of the problem is that all
individual needs to be treated equal in the company.
Feedback registers
Name of stakeholder Their feedback on solution proposal

Human resource manager As per the HR, the solution of continuously monitoring the
discrimination happening in the company and ensure equal treatment
needs to be provided to all employees will helps in better outcome.
Manager of company While the manager has said that this solution may not be appropriate as
strict action needs to be taken against the person that promote
discrimination in the firm.
REQUIREMENTS FOR THE PRESENTATION OF
Solution proposal briefs
The solution proposal is finally presented to the top management of company so that
timely corrective action can be undertaken to eliminate discrimination in the firm for
satisfaction and happiness of employees. So, overall the proposal solution for the key
workplace issue face by the marketing executive or different employees is that new policies,
procedure and rule need to be implemented in the firm related to ensuring equality among
individual so that they are not been discriminated on any of the basis (Zanin, 2018).
Feedback registers
Name of stakeholder Their feedback on solution proposal
Human resource manager Yes the above solution will helps in ensuring that all individual are being
treated respectfully and equally while completing their respective task.
Manager of company Changes in procedures and policies will helps in ensuring that all
employees are equal irrespective of their age, gender, caste and religion.
Process for the approval of solutions for implementation
Process of approval for the solution is that firstly request for change will be applied to
top management so that they can be aware of the change that company need to bring in the
firm. Then, a meeting will be held with Human resources and manager in order to discussion

with the key workplaces issue face by employees working in the company. So, information
related to what all alternative options that can be used to solve the workplace issue can be
drive and implemented in the firm for better outcome (Maulik, 2017). Then, finally a
strategy will be selected to implement the change and approval will be taken from top
management. Thereby, equality can be easily promoted in the organization and all the
employees can be happy and satisfied to more extend.
Components of applicable legislative framework
Legislative frameworks are rules and regulations that needs to be abided by individual
while completing their respective task. Anti-discrimination, fair work, racial discrimination,
age and racial discrimination are face by the various laws that has been applied in the
organisation. Such as:
5. Fair work act: It is one of the legislation frameworks that primary focus on
legislation that govern or monitor the employment relational in private workplaces or
organisation. It outline terms and conditions for employment and right and
responsibilities of both employer and employees.
6. Anti-discrimination Act: It is one of the act or legislation pertaining to the anti-
discrimination such as unlawful racial, sex and other type of discrimination that has
been faced by employees in the firm. Thus, the main aim of the act is to promote
equality among individual (Cantone and Wiener, 2017).
7. Work health and safety act: This is the law that ensure that safe and healthy work
environment is provided to employees to work so that they can dedicatedly work for
organisation. So, all the set of requirement needs to be fulfilled by the company while
implementing the work health and safety act.
Organizational policies and procedures
 Work health and safety policies and procedures: It is one of the policy and
procedures that needs to be applied by the company to make sure that proper
workplace is provided to the employees for their health and well-being.
 Anti-discrimination policies and procedures: The company by implementing Anti-
discrimination policies and procedures can reduce the chance of discrimination and
make people satisfied to maximum extend (Kroon and et.al., 2019).
 Fair work policies and procedures: There should be strict work place policies such
as no one should be forced to do task more than its capabilities or being over utilised

as it lead in unfair practices in the firm. So all should be provided equal work as per
their respective capabilities.
At least one complex workplace issue to resolve
One of the complex workplace issue that needs to be resolved is discrimination and
harassment that has been faced by many of the employees in the firm because of difference in
terms of age, gender, religion and race. This issue needs to be resolved on prioritize basis so
that all employees can put their maximum efforts to complete the respective task in fruitful
manner. It will also contribute in improving overall performance and productivity of each
individual and yielding maximum benefits to firm (Nomadolo, 2017).
At least two task objectives relevant to the complex workplace issue
The task objectives that are related to complex workplaces issue is that firstly the
objectives is to undertake step to ensure that all employees are provided equal respect and
recognition. Secondly, objectives is that all the legislation related to workplace issue needs to
be applied in effective manner in the firm with an motivate to resolve the complex
workplaces issue. Likewise, work health and safety act, fair work act and anti discrimination
are implemented in the firm.
At least two risks in trying to solve the complex workplace issue
The two risk involved in solving the complex workplace issue is that financial risk as
all the efforts and capital will be used to make use policies and procedures related to creating
a better working environment. Secondly, the risk involved in the process is whether the
investor will be agreed to make payment or invest their money in making the new policies or
procedures or not. Therefore, resistance by management or intake step taken toward
discrimination acts as risk in solving workplaces issue (Kosny, Santos and Reid, 2017).
At least two resources required by the problem-solving process
There are different resources that will be required in problem-solving process such as
digital technology i.,e computer, phone, fax are resources that will be required to effectively
resolve the problem. Secondly, sufficient finance will be necessary to meet all the expense of
the firm that are associated with resolving the problem face by employees while performing
their respective task.

Calculation of the cost of each resource required
It has been estimated that certain cost needs to be incurred in order to acquire
sufficient resources related to implementing the policy and procedures related to
discrimination in the company. Such as:
RESOURCES AMOUNT
Financial resources $ 4000
Digital technology $ 3000
At least one applicable legislative framework
The one applicable legislation frameworks towards the issue that has been face by
employees is that Anti-discrimination law. This helps in ensuring that all individual within
the company are being treated on equal basis and there has been no discrimination between
the staff member (Seiner, 2018). So, it is legislative frameworks that needs to be applied in
the firm for retaining highly talented and qualified employees in the firm for longer time
frame.
At least one applicable organisational policy and procedures
The one most applicable organisation policy and procedures that can be applied to the
company is anti-discrimination policy and procedures. As this necessary change swill
contribute in ensuring that no one within the company discriminate among the employees or
individual on the basis of age, gender and religion. Thus, it will contribute in making people
happy and motivated to effectively perform their respective work.
REQUIREMENTS FOR THE DEVELOPMENT OF EACH OF THE FOLLOWING
Solution proposal briefs
So, it can be stated that for the above workplace issue the direct solution is that
manager and Human resource manager need to take feedback from employees that are
working in firm. To gathered necessary information pertaining to the key issue that has been
face by individual while completing their respective task. Thereby alternative solution can be
drawn to resolve the problem that are bear by employees and appropriate strategies can be
planned to eliminate the same (Opara, Sealy and Ryan, 2020). Likewise, it has been decided
to apply strict rule and regulations in the firm to maintain good workplaces practice.

Feedback registers
People from which feedback
has taken
Their comment
Human resources As per their view human resource, strict procedures and policies need
to be applied in the firm so that workplace issue can be easily resolved.
Top management From the perspective of top management, the manager need to
monitor, take feedback from employees, respect their position in the
firm. So that they are happy to perform their respective task.
REQUIREMENTS FOR THE PRESENTATION OF EACH OF THE FOLLOWING
Solution proposal briefs
From the study can be the solution proposal that has been put forward the top
management of company so that the one of the main and complex workplace issue can be
resolved is applying strict rule and regulations in the firm. Another solution is that to ensure
that all the people working in firm are given respect, recognition, equal opportunities to grow
and developed in the firm and equal wages.
Feedback registers
The feedback registers has been presented to top management of firm so that they can
take correct and right decision related to removing the unethical workplaces practices and
issue for better outcome. The feedback register has been prepared with keeping in mind
perspective of employees, workplace practices and goals of the organisation (Singh and
Babbar, 2021).
Process for the approval of solutions for implementation
In order to approve the solution for its implementation there are following step will
be taken such as meeting will be held to know opinion and various suggestion of resolving
the issue. Then step will be taken to implement the same, communicate to other about what
all changes that company is planning to bring in the firm so that each individual can get safe
and secure environment to work and grow in firm.

Feedback register to systematically record stakeholder feedback on solutions for the complex
workplace issues
Yes, feedback register has systematically recorded stakeholder feedback related to
the solution of complex workplaces issue that are face by them. Such as HR has stated that
despite of making strict law and legislation, there are individual that are discriminating
among people. So the manager has suggest that to make strict punishment and communicate
to the same to all thereby no one does discrimination in the firm at any cost.
Task 3: Facilitate Ideation Session
ASSESSMENT INSTRUCTIONS
Your assessor will observe you as you present the problem scoping brief from Workplace
Project Task 2 and facilitate an ideation session with at least two relevant stakeholders to
determine possible solutions for the complex workplace issue.
Relevant stakeholders refer to individuals or groups who are affected by the solution
development process for the complex workplace issue.
You will be assessed on your practical skills to:
 Present the problem scoping brief developed in Workplace Project
Task 2
 Lead the process for generating ideas for possible solutions to the
complex workplace problem
 Use communication techniques to identify requirements as appropriate
to the audience and environment
 Use listening and questioning to elicit the views and opinions of

relevant stakeholders
Before facilitating the ideation session, you must review the problem-solving brief
developed in Workplace Project Task 2.
Review Workplace Project Task 3 – Observation Form before starting this task. This
form outlines all the practical skills you need to demonstrate to satisfactorily complete this
task. Your assessor will also discuss with you the practical skills outlined in this form prior
to the assessment.
Answer
Present the problem scoping brief developed in Workplace Project Task 2
The recent discussed problem within this report will include the issues of
discrimination and biases, it has been evaluated that there are various affects the overall
capability or environment within the organization. It affects the health concerns among
employees as discrimination arises the stress level among the candidates who are working
within the firm for their betterment. It has been identified that excessive stress may lead to
reduce the quality of life style of employees. It also leads towards the financial loss to the
firm as stressed people or candidate are unable to give their maximum potential towards the
work which result into financial losses to the firm. Even with these activities, if an employee
quits, it also affects the brand value of the establishment in most drastic manner (Karos,
2021). It also leads to decline morale among candidates as they feel like they are not treated
fairly by their management people. The discrimination is an unethical practice within the
workplace whether it might be in any terms. It in any way affects negatively to the workplace
as well as employees. Harassment is not at all acceptable at work space and for this certain
policies have been made by the legislation in order to deal with such kind of issues in
effectual manner.
Lead the process for generating ideas for possible solutions to the complex workplace
problem
According to the current problem that has been faced by the employees within the
company which is related to the discrimination and biasses suggests adoption of appropriate
approaches in a manner to deal with the challenges in successful manner. Thus, to resolve
those issue, a meeting session has been conducted among the managers and the stakeholders
of the firm. For meeting generation there are certain steps that has been fulfilled by them such
as at the primary stage the purpose of the meeting has been identified and described to the

stakeholders, then assign roles through which they will provide some necessary and fruitful
suggestions to the firm to overcome from such challenging task (Chun, 2019). After this,
reviewing the agenda of the meeting occurs and then the manager ensure that the meeting
agenda has been fulfilled or not in appropriate manner. The next stage is reviewing the
recorded meeting to notice drawbacks if any. Then final stage is planning the steps and select
most efficient strategies to overcome from such challenges. And at last finally the evaluation
takes place which describes the creativeness of the whole concept and make sure their proper
implementation within the organization.
Communication techniques that are used to identified requirement as appropriate audience
and environment
In order to communicate with people, it has been decided that e-mail is the best
source that will be used as it help in directly providing necessary information to interested
individual. Furthermore, a meeting will be held with the stakeholder of the company in order
to get to know about their point of view and take necessary decision and action to implement
change within the firm. Therefore, these two communication techniques will helps in
communicating with the audience or stakeholders.
Listening and questioning to get the view and opinion of relevant stakeholder
After listening and questioning, it can be explained from the perspective of
stakeholder is that the major issue that has been face by most of the employees in the firm is
discrimination and harassment in different form. That has made them frustrated and irritated
to maximum extend therefore they need to be provided with better working environment and
healthy workplaces practices need to be promoted in the firm (Kroon and et.al., 2019).
Therefore, as per the view of stakeholder, company need to undertake step to promote quality
and diversity in the firm to have and retained highly talented employees in the organisation
for longer time frame.

Task 4: Solution Proposal Brief
ASSESSMENT INSTRUCTIONS
This task will require you to evaluate each possible solution identified in Workplace Project
Task 3 and develop a solution proposal brief.
Use your workplace/organisation’s template for problem-solving briefs to complete this
task.
To complete this task, you must:
 Review your organisation’s requirements for preparing solution
proposal briefs
This requires you to access at least one organisational document with
information on requirements, such as:
o Style guide
o Communication policy and procedures
o Continuous improvement policy and procedures
 Apply the decision-making process to select the most viable option
from the possible solutions identified in Workplace Project Task 3
This must include:
o Identifying what possible solutions are available
o Using critical thinking techniques to evaluate the following for each
possible solution:
 At least one advantage
 At least one limitation
o Choosing among the possible solutions to determine the most viable
option to take
 Develop a solution proposal
 brief on the solution you chose.

Review Workplace Project Task 4 – Assessor’s Checklist before starting this task. This
form outlines the following:
 Resources you are required to access to complete the task.
 All criteria your submission must address to satisfactorily complete this task.
Your assessor will discuss these resources with you, and the criteria outlined in this form
prior to this assessment.
Review the template you will use to complete this task. If you are using a template from
your workplace/organisation, discuss with your assessor to ensure that the template covers
all requirements that apply to this task.
Submit the completed solution proposal brief. Include any supplementary
documents/sources used to create the solution proposal brief, such as organisational
documents with information on requirements for preparing solution proposal briefs.
Answer
Reviewing the organization’s requirement for preparing solution proposal brief
It has been analysed that company’s requirement for preparing the solution include
communication policy and procedure where the employers may easily communicate the new
policies to their employees in order to minimize the problem. Under this, proper hierarchy
can be maintained which in turn assists to maintain the flow of communication. For that
manager has to maintain the flow of communication within a company which in turn assists
to increase the overall performance and minimize the chances of discrimination. However, on
the other side, with the help of continuous improvement policy and procedure workplace may
easily minimize the problem and this in turn causes positive impact over the employee’s
performance.
Therefore, it can be stated that with the help if effective documents, company is able
to minimize the problem of discrimination. This in turn cause positive impact over the
business and also provide effective solutions in order to improve the results in future.
Decision-making process to select most viable option from solution
Within a workplace, it has been identified that there are two main options available
for the company to minimize the discrimination among employees. For that, two different
solutions are presented for the company and this in turn helps to minimize the problem i.e.
discrimination. Such that with the help of changing in communication policy and procedure,
it may change the overall process. Along with this, it can be stated that proper

communication should be flow within employers and employee which in turn causes positive
impact over the business. For example, currently workplace faces issue with regard to
discrimination because employee did not get credit of their performance. So, proper hierarchy
should be maintained that helps to maintain the flow of communication.
On the other side, continuous improvement policy and procedure is another solution
presented by the company where employer may implement the changes whenever required.
This in turn helps to improve the issues up to some extent. Further, employer make small
improvement and always ask for feedback that helps to make changes over a business with an
aim to improve the results. In addition to this, policy and procedure can be changes and also
by working in a team, company may also generate the best outcomes. Therefore,
improvement in policy and practices assist the company to improve the working performance
and change the overall performance with an aim to improve the way of learning.
Advantages or disadvantages of both problems
Communication policy and procedure assist the workplace to improve the
performance and minimize the chances of discrimination because employee may consult
directly with higher authority which in turn assist to generate the best outcomes and reduce
the problem up to some level (Muthotho, Otsiulah and Sikolia, 2021). Another advantage of
using this policy is such that it will help to improve the discrimination and can also conduct
an open session where employee can reflect their views or issues if they faced any. However,
on the critically side, it has been identified that there will be no proper hierarchy maintained
between the employees and this in turn causes direct impact over the business performance.
Also, it can be stated that changing within communication policy frequently might affect the
results in opposite manner. This in turn causes adverse impact upon the employee
performance and that is why, it affected the performance.
While implementing continuous improvement policy and procedure, it can be
analyzed that this method assists to make changes within company if required and increase
the collaboration between employees by taking feedback as well as working in a team (Lau,
2021). Thus, it can be stated that this solution will be helpful to the employees in order to
improve the problem. However, in term of its negative aspect it can be stated that changing in
the business policy frequently affected the employee and their mindset because adopting new
changes before the year affected the overall performance. Thus, implementing the solution by

considering its positive as well as negative aspect should be beneficial so that it does not
cause any negative impact and lead to improve the results.
Best solution from many which can be taken by company
It has been identified that there are two options available for the company and
between both only communication policy and practices can adopt because of its advantages.
Therefore, it can be stated that with the help of effective communication policy, employee
decreases the chances of workplace issue up to some level. Also, it can be stated that
company is able to improve the results and compliance with laws and regulation assists to
create positive impact over the business performance.
Solution proposal brief
1. Problem: The workplace faces issue with regard to discrimination because majority
of the employees do not get any advantage of their work and this in turn cause direct
impact over the business performance. Hence, there is a need to implement any
change to minimize the issue.
2. Solutions: There are two solutions available to minimize the problem which include
communication policy and practice as well as continuous improvement plan and
policy. Thus, this solution assists to improve the problem and this in turn causes
positive impact over the company’s performance. These strategies have their own
impact over the business performance and also helps in attaining the organization’s
goal as well.
3. Offer best solution: Among all, it has been identified that company must follow
communication policy and procedure rather than continuous improvement (Lau,
2021). This in turn helps to improve the results and minimize the impact of problem
over the business.
4. Justification: The rationale for choosing the proposed solution over other is such that
it will help to minimize the chances of discrimination within a workplace. This in turn
assists to generate the best outcomes and create awareness among people regarding
the changes used by the firm. However, it is not possible for company while opting
another solution such that small changes does not help in improving the performance
of employee frequently.

Task 5: Present Solution Proposal Brief
ASSESSMENT INSTRUCTIONS
Your assessor will observe you as you present the solution proposal brief developed in
Workplace Project Task 4 to at least two key stakeholders.
Key stakeholders refer to individuals or groups who are vital in the problem-solving process
due to specialist insight and authority to provide approval for implementation.
You will be assessed on your practical skills to:
 Present all information in the solution proposal brief developed in
Workplace Project Task 2
 Seek feedback from each key stakeholder on the solution proposal
brief
To complete this task, you must record feedback from each key stakeholder in the feedback
register developed in Workplace Project Task 2
Before presenting to key stakeholders, you must review the following:
 Feedback register developed in Workplace Project Task 2
 Solution proposal brief developed in Workplace Project Task 4
Review the following before starting this task:
 Workplace Project Task 5 – Assessor’s Checklist
 Workplace Project Task 5 – Observation Form
These forms outline the following:
 Resources you are required to access to complete the task.
 All criteria your submission must address to satisfactorily complete this task.
 All practical skills you need to demonstrate to satisfactorily complete the observation
task.
You assessor will discuss these resources with you, and the criteria outlined in these forms
prior to this assessment.
Submit the completed feedback register to your assessor.

Answer:
Review of Feedback register developed in Workplace Project Task 2
It can be review from the feedback register developed in workplaces project task 2
that it has helped in understand that the what all feedback has been provided by the two
stakeholder such as human resource manager and manager of the company. As per their
respective point of view, Hr manager need that actually company need to make and
implement more strict policies and procedures related to promote ethical workplaces practice
and enhance their overall performance (Nomadolo, 2017). At the same time, they want to add
more policies in the firm related to employees protection from discrimination so that they are
always motivated to work for growth and expansion of firm. While, it has been review from
the feedback register of workplace project task that manager has stated that continuous
monitoring, review the performance, taking feedback from employee's will contribute in
understanding key issue that are face by employee's while working in the firm. So, overall
feedback register has helped in understanding the issue face by company and the way it can
be overcome for better outcome.
Review of Solution proposal brief developed in Workplace Project Task 4
The solution proposal that has been developed pertaining to overcoming the
workplaces issue related to discrimination is that providing regular instruction and training
session to employee's about the way discrimination can be avoided in the firm. Then it has
been decided to that over performance of the employees will be review by the manager to
understand whether all individual are given equal work or there has been discrimination
between them on any of the basis or area (Zanin, 2018). Furthermore, the another solution
that has been presented in the final proposal is that a prior notice will be given to individual
that is committing discrimination within the firm. So, that it can avoid the same to eradicate
the unethical practices that has been followed within the organisation. Thereby, all these
alternative solution option of overcoming the workplaces issue face by company will lead in
motivating each individual to work hard for growth and expansion of firm.
There are range of resource that will be required to implement the solution proposal
such as will need digital technology such as computer and other device to prepare a plan or
procedure, policies that need to be added in the firm. So, that the discrimination can be
avoided in the firm to maximum extend. Moreover, it can be stated that financial resources
will be required to meet all the expense that are associated in implementing and bringing

changes for a better working environment. Thereby, through having sufficient resources such
as finance and digital technology all the new policies and procedures can be implemented in
the firm and discrimination can be totally eliminated for fruitful outcome (Maulik, 2017).
Such as more employee's satisfaction and retention in the company will yield in building
strong brand image of firm in mind and heart of customers.
Task 6: Refine and Submit Solution Proposal Brief
ASSESSMENT INSTRUCTIONS
This task will require you to refine the solution proposal brief based on feedback received
and seek approval for implementation.
To complete this task, you must:
 Review the feedback register completed in Workplace Project Task 5
to determine what changes must be made to the solution proposal brief
 Refine your solution proposal brief by making changes based on the
feedback recorded in the feedback register
 Submit the refined solution proposal brief to at least two key
stakeholders to seek approval for the implementation of the solution to
the complex workplace issue

These must be the same stakeholders that you sought feedback from in
Workplace Project Task 5.
Review Workplace Project Task 6 – Assessor’s Checklist before starting this task. This
form outlines the following:
 Resources you are required to access to complete the task.
 All criteria your submission must address to satisfactorily complete this task.
Your assessor will discuss these resources with you, and the criteria outlined in this form
prior to this assessment.
Submit the refined solution proposal brief to your assessor.
You must also submit evidence of seeking required approvals for the refined solution
proposal brief.
Answer: Reviewing the feedback and changes that can identify solution
According to the solution which has been identified as per the issues, there are certain
corrective measures and changes undertaken by the managers.
1. Providing regular instructions and training sessions to the employees at workplace is
identified as the fruitful solution to overcome from discrimination. The issue of
discrimination can not overcome just by taking training the employee's manager need
to inspect the activities performed by each employee in the organization.
2. Follow up on employee's performance on regular basis is important to avoid the
discrimination but there are some other tasks such as to check the complaints and
request to know the problem.
3. On of the identified solution of discrimination is giving notice this is not the
appropriate solution to deal with the discrimination issue instead of this law related to
anti discrimination should be undertaken.
4. Remain more aware of termination is one solution in this manager also make sure
about the individual feeling of individual within its workplace and treat all employees
equal.
Refining of solution according to feedback
1. Organising effective training and inspecting the activities of employees and appraise
them accordingly to create a positive environment (Patten, 2018). When the
employees are promoted by looking to their individual performance then other

employees are also tried to perform better.
2. The complaints and request of employees should be checked more properly and
taking the required action to overcome from that problem. These practises should be
included in the process to overcome the discrimination within company.
3. Managers in the organization must perform all its activities by looking at the anti-
discrimination laws which are developed by government for companies. With these
laws employees and leaders are aware about their activities and also try to avoid
discrimination at all levels.
4. The manager should take one on one communication with employees in equal
intervals so that employee can communicate their individual problem to managers.
This will helpful to management to know about any discriminatory practise within the
organization.
Submission of refined solution
In this process the solution which are being refined are sent to the manager and
human resource management to give approval. Further the solutions are inspected by
managers and HR members and approval are given by them (Csesznek, 2018). When the
solution get approved from the stakeholders then the board members uses to take step to
further implement them. The employees and leaders are communicated all the solution to
overcome from any kind of discrimination within the company. Moreover, the employees and
leaders uses to implement and work accordingly at workplaces and when they find any
discrimination then they take step accordingly. The manager uses to train the employees with
the new solution which are being identified and try their best to avoid discrimination.

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