(PDF) Professional Skills Assessment.

BSBLDR402 Student Assessment Workbook | Page 1
Assessment
Workbook
BSBLDR402
Lead Effective
Workplace Relationships

Assessment Event 1 – Knowledge Questions
The information contained in this section lists the questions that you will need to develop a written response.
These questions are theoretical and provide evidence of your understanding of principles and practices with
enhancing workplace relationships.
Note you must answer these questions in your own words. Remember, you must get a satisfactory result
with each question to be deemed satisfactory for the whole of Assessment Event 1.
Question 1
Describe examples in the table below on how work relationships can support and hinder achieving planned
outcomes.
Write your response into the table:
On Friday 05 April 2019 04:36 PM, akshita.m wrote:
BSBLDR402 Student Assessment Workbook | Page 2
Examples where is supports achieving
planned outcomes
Examples where it hinders achieving planned
outcomes
For Example – At workplace, manager has
influence their employee and communicate with
each other to build an effective relationship
between them. The Trust among manager and
employee are important at workplace. It help to
develop positive environment where individual
interact with the other colleagues. The
connection could also sever as future On Friday
05 April 2019 04:36 PM, akshita.m
wrote:reference to build the careers
For Example- At workplace, An employer might
become too personally involved. They lead to increase
the gossip and resentment among the people. It causes
to lose the focus at workplace. In this way, it directly
impact on the environment and develop bad relation
between the employees.
For Example- communication is the main
example to create a relationship at workplace
where it also support in the work relations
between employees. In this way, employee can
share their own new ideas to the manager. It help
for maintaining the relations between them.
For Example- It has disadvantage when access
communication between the employee create negative
impact on the relationship at workplace. Some
employee said bad things about their colleagues and
also degrade their image at workplace due to increases
the gossips which negatively impact at relationship.

Question 2
Describe examples in the table below on how the cultural and social environment can support and hinder
achieving planned outcomes.
Write your response into the table:
Question 3
Explain techniques in the table below, for developing positive work relationships and building trust and
confidence in a team.
Write your response into the table:
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Examples where it Hinder Examples where it Support
For Example- In Marks and Spencer,
organisational culture is impacted on the
business performance when the employee
behaviour is unethical and not supports towards
the business goals. In this way, it influence the
bad behaviour towards the business culture. For
Example-many employee has tried to behave in
unethical ways to their colleagues.
For Example- It a myth that all the organisational social
culture and environment change slowly when the staff
members are initiatives towards the task and their
performance. Sometimes, when staff can lose the
confidence level and trust in the leadership. For
Example
For Example- At workplace, Poor internal
communication lead to increase the confusion
between people. Some employee may use the
internal communication benefits to argue with
their colleagues. It can create tension and
disruption of operations.
For Example- At workplace, The Positive message can
change the organisational culture because all the
employee are working together and support. In this way,
it can build trust on the people.
For Example- Performance evaluation is
meeting that result in one sided conversation.
Manger provide the opportunity to employee
related the chance of feedback but both parties
are not opened to two sided dialogue.
For Example- This is one of the most effective concept
that can change the organisational culture and
implementing an employee feedback system.

Question 4
Describe techniques for communicating ideas and information to a range of stakeholders.
Insert your response here:
There are different ways to communicate with the stakeholder to share the information regarding the product
and services.
 Formal method for communicating- this is one of the most common method for the communication
propose. It is based on the one person to provide the message for audience. It helps for enhancing the
communication and avoid misinterpretation.
 Electronic media- It is the best communication method when the people can use to communicate
with stakeholder by using telephone, e-mail, Fax, video and web-casts etc. It is the most advantage of
many electronic method is that when it quick process that enable the sender to get the feedback
immediately.
 Paper based communication- It is based on the paper documentation that covers all the details about
the business. It is a type of formal letter to give information the suppliers, customers, employee and
shareholders etc.
Question 5
Outline problem solving methods.
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Areas Describe techniques
Using Interpersonal styles
Interpersonal style is the appropriate manner in which one employee can
communicate with another. Leaders has skilled and style to interact with
the staff members and influence towards the goals and achievements.
Communications Communication is a medium to transmit the information from one
person to another. In organisation, this skill plays important role to
interact with the colleagues and team leaders. In this way, it will create
positive relationship with the employees.
Consultation Consultation is a process or action that discussion happen in the
organisation related the project. Manager is conducting a meeting to
discuss a particular project.
Cultural and social
sensitivity
Cultural and social sensitivity are main factor of organisation that help
for building an effective working environment.
Networking One organisation is building network to another firm to share the
information by using different medium. In this way, it will help for
creating positive relationship between them.

Insert your response here:
 Active Listening
 Research
 analysis
 Creativity
 Communication
 Dependability
 Decision making
 Team building
Question 6
Explain methods to resolve workplace conflict.
Insert your response here:
There are different type of methods help to resolve the conflict at workplace.
 Talk with other colleagues and person
 Concern or focus on the behaviour and events
 Listen carefully the instructions
 Determine and identify the disagreement and agreements
 Develop a plan to handle conflict collaborate among people
Advantages:
 This method is only concerned about the goals and objectives. It forgets about the wining and
rewards.
 It helps to expand the business network to other people. It is beneficial for increasing the
productivity and profitability in marketplace.
Question 7
Explain methods to manage poor work performance.
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Insert your response here:
 Question yourself
 avoiding the emotional confrontation
 Always prepared
 Be specific and focused
 Deals with the under-performance as soon as
 Understand the external factors
 Give training session
 Understand motivating the worker.
Question 8
Explain in the table below, how to monitor, analyse and introduce ways to improve work relationships.
Write your response into the table:
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Question 9
Explain the impact of legislation and organisational
Insert your response here:\
Legislation is main part of organisation to follow some policies, terms and conditions for providing the equal rights to
their employee. It is important to apply the legislation at workplace to maintain the relationship between employee. It
will manage the business operations and function in proper manner. Employee can free to do complete their task by
using policies.
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Strategy Explain Technique
Monitor workplace
relationships
Develop the skills- It starts with communicated
with every employee to Monitor the skill and
knowledge of employee. It helps to identifying
the strength and weakness of employee. This
relationship can design the strategies to identify
their potential towards the task completion.
Analyse workplace
relationships
Identify relationship needs-
manager has tried to identifying the need of
relationship with their colleagues to provide
the information regarding the business
process. In this way, it needs to build a better
relationships. it is analysing the situation and
condition that how will manage the business
goals and achievement.
Implement improvements
to workplace relationship
Schedule the time to build an effective
relationship because manager has scheduled
an appropriate time to implement new
innovative idea towards the business
development process. Appreciate others-
manager always show their appreciation
towards the other people. They also genuinely
compliment the people around when they do
something.

Assessment Event 2 – Perfect Coffee Bar Simulation
In this assessment, you will undertake a number of tasks associated with promoting the performance of the
two employees at the Devonshire Booth.
Task 1: Collect, analyse and communicate information and ideas
In this task, you will demonstrate your skills in implementing effective strategies to keep the team informed
of their work responsibilities and by doing so they will also demonstrate their skills as a role model where
they develop trust and confidence in their team.
1.1 Collect and analyse relevant information from appropriate sources
Insert your response here:
One to one interaction and organise some events that they to build communication and
understanding level of team. This is one the best strategies that support leader and manager about keeping
informed team or group of people about their role and work responsibilities effectively. By arranging events
leaders demonstrate team members skills and knowledge that help them to improve weak areas of them and
develop their skills more and more. Motivation and support in workplace is the better way to retain
employees with organisation for longer time. It will also develop their confidence and trust among higher
authority and other people at firm effectively.
Effective communication is one of the best skills that help to collaborate with team members and
inform about their responsibilities of work and role in job position.
1.2 Communicate information and ideas to team members to improve work
performance
Your Assessor will observe you using Observation Check Sheet 1. See your Student Assessment Guide for
detailed instructions.
Also, attach your completed ‘Feedback Sheets from Team Members’ template completed by each employee
to this workbook.
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Performance requirements:
1. Introduction
 welcome participants:
o friendly- both team members interact with each other with friendly nature.
o introduce each other- they all introduce themselves within good manner.
o is positive- is give positive reactions that improve their work performance.
 state objectives of session- the objective of this session is to get all the reliant information about team
work activities.
 explain format of session- Formal.
 seek feedback on objectives and format:
o note input
2. Body
 provide data on current and past performance of all Sydney Bars
 past data is 67,221.27 and current data is 74,224.92.
 ask for views on data and information
 Yes
 provide information on morale and job satisfaction
 Yes
 explain the importance the company places on workplace relationships, particularly the negative impact with
harassment
 Yes.
 introduce the policies and procedures for workplace relationships and harassment.
 Yes
 explain the key principles and procedures with workplace relationships
 Yes.
 explain the key principles and procedures on dealing with harassment
 Yes
 demonstrate behaviour such as providing support to a team member who is overwhelmed and needing help
 Yes
 demonstrate behaviour such as when one has made a mistake
 Yes
 demonstrate behaviour such as when someone disagrees with them
 Yes
 demonstrate behaviour such as providing support to a team member who is overwhelmed and needing help
 Yes
 ask for views on these behaviours.
 Yes
 discuss ideas and issues
 Yes
 collaborate on set of strategies to address low morale and job performance
 Yes
3. Conclusion
 summarise session in terms of outcomes
 check to see level of commitment with proposed strategies
 overview next steps
4. Appropriate Communication Skills
 Nonverbal:
o Maintain eye contact- leaders consistently keep their eyes on team performance.
o appropriate facial expressions- facial expressions reflect the things that does not say of tell to others.
o posture must be professional i.e. sits upright and does not slouch- team must have the professional
siklls for example do work properly and stand upright.

1.3 Implement processes to ensure that issues are resolved
Write your response here:
Conflict and communication gab are the issues by implementing strategies in workplace. By
resolving these problems' management try to communicate with each members and listen about their
thoughts and take their feedbacks. Good management always help to resolve each and every issues
effectively without any barriers.
Planning before implementing and making any plan is one of the best way that help to resolve issues
in workplace and make each operation successful.
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Task 2: Develop and maintain networks & relationships
In this task, you will demonstrate your skills in your ability to network and by doing so further develop your
relationships with external networks as well as a greater understanding of the skills required in effective
workplace relationships.
2.1 Use networks to build workplace relationships
Upon the receipt of the feedback from your networks, make notes and attach to this workbook and attach the
email exchange with this stakeholder or the conversation you had over the telephone, Skype etc. along with
contact details.
One team member connect with other team that build their relationship more stronger than the others.
Telephones, social media sites helps to make this process successful accomplished.
2.2 Use networks to provide benefits to team and organisation
Write your response here:
Building relationships at work place provide benefits to organisation and team very much because it
develops trust and understanding between both of them.
BSBLDR402 Student Assessment Workbook | Page 11

Devonshire generate $70, new town generate $ 60, in Sydney city, store generate revenue between
70 to 60.
Billal and jai rasie the high performance socre
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Task 3: Manage difficulties into positive outcomes
In this task you will demonstrate your skills in managing a difficult situation with workplace relationships.
This will be achieved by you addressing a conflict situation that occurs between two employees of the
Devonshire Booth. You will guide and support these employees to developing a professional relationship
that will improve work performance.
3.1 identify and analyse workplace situation
Write your response here:
Bilal take more than 30 minutes for lunch breaks and Jai talk to him very badly that create difficult
situations at workplace.
3.2 Take action to rectify the situation
Your Assessor will observe you using the Observation Check Sheet 2. See your Student Assessment Guide
for instructions.
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Performance requirements:
1. Introduction
 state objectives- take action about the situations
 explain format of the session- formal
 seek agreement from both parties of the ground rules of session:
o one person speaking only- Yes
o no interruptions- Yes
o no name calling- yes
o allow equal ‘air time’- yes
2. Body
 table your understanding of the situation-
 Monitoring on workplace.
 ask each party for their interpretation of the situation- yes
 remain impartial:
o do not jump to conclusions- yes
o look for solutions not blame- yes
 attempt to get all the facts by taking notes- yes
 allow the other party to respond by saying “how do you see this situation?”- yes
 look for common ground between the two parties:
o identify issues emerging- yes
o summarise issues- yes
o seek feedback on issues- yes
o reach agreement on issues- yes
o table areas of disagreement- yes-
o seek alternatives for issues still unresolved- yes
3. Conclusion
 summarise agreements reached
 check to see if any issues still remained- yes
 detail the next step in the management of the conflict- No
 check on state of feelings- yes
4. Appropriate Communication Skills
 maintain eye contact, appropriate facial expressions, posture and gestures- yes
 support the verbal message with appropriate vocal pitch, tone and pace- yes
 be assertive:
o intervene when parties interrupted each other- yes
o intervene if parties used aggressive behaviour such as name calling etc.,- yes
o intervene if parties lose focus- yes
o intervene if parties attempt to dominate air time- No
 sensitive to the cultural diversity of the two parties:
o watch for non-verbal signs of both parties (particularly the passive party)- yes
o language avoids jargon- yes
o language is easy to understand-yes
o level of formality that shows respect to both parties- yes
 stay calm and processes any emotions- yes
5. Appropriate Consultation Skills
 encourage team members to have input:
o direct questions- yes
o questions are relevant- yes
o questions are concise- yes
o listen and give appropriate responses- yes

3.3 Regularly review and improve workplace outcomes in consultation with relevant
personnel
Write your response here:
Crete time schedule chart that shows the time of each and every activities and role of team in organisation.
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1.
T
ask Outcome Sheets
The Outcome Sheet below is the assessment questions and tasks for each of the assessment events that the
student is required to complete. Assessors, tick ‘S’ if the student achieved a satisfactory outcome for an
assessment task and ‘NYS’ if the student does not meet these requirements. Also, you are required to write
comments on the quality of this evidence under the ‘Comments’ column. For your judgement on the
student’s overall performance, tick ‘Satisfactory’ if the student achieves a satisfactory outcome for all of the
tasks or ‘Not-Yet-Satisfactory’.
1. Assessment Event 1 – Knowledge Questions
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For Assessor Use Only
Knowledge Questions S NY
S Comments
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Question 9

N
o

2. Assessment Event 2 - Simulation
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Assessment Event 2 S NYS Comments
Task 1:
Collect, analyse
relevant
information from
appropriate
sources
Sub Task
1.1
Sub Task
1.2
Sub Task
1.3
Task 2:
Develop and
maintain
networks and
relationships
Sub Task
2.1
Sub Task
2.2
Task 3:
Manage
difficulties into
positive outcome
Sub Task
3.1
Sub Task
3.2
Sub Task
3.3

N
o

3. Assessment Outcome Sheet
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BSBLDR402 Student Assessment Workbook | Page 20
tudent ID Family Name First Name
ourse Code Course Title
Unit Code BSBLDR402 Unit Title
Lea
d
Eff
ec
tiv
e
Wo
rkp
lac
e
Rel
ati
ons
hip
s
Assessmen
Outcome
Assessor,
lease tick
nd date the
tudent’s
inal outcome
f this
ssessment:
Initial
Submission
Date Re-
submission 1
Date Re-
submission 2
Date
C NYC ___/___/
____ C NYC ___/___/
____ C NYC ___/___/
____

Assessor’s Feedback
Assessor, please provide your comments on the student’s final outcome of this assessment:
BSBLDR402 Student Assessment Workbook | Page 21
Assessor Full
Name
Signatu
re
Date
Receipt of
Student’s
Assessmen
t
Assessor, you
must provide
the
completed
copy of this
receipt to the
student as an
evidence of
submission of
their
assessment to
you.
Student ID Family Name First Name
Course Code Course Title
Unit Code BSBLDR402 Unit Title
Lead
Effective
Workplac
e
Relations
hips
Due Date __/__/___ Date
Received __/__/___ Extension
Approved Y  N  Date
Approved __/__/___
Initial Submission  Re-submission 1  Re-submission 2  Assessor’s
Signature