Effective Communication and Workplace Relations

This assignment focuses on effective communication and workplace relations. It requires the learner to present a comprehensive report on (1) understanding the importance of effective communication in the workplace, (2) collecting and recording key information related to job outcomes, (3) accessing and analyzing key information to achieve planned outcomes, (4) reviewing and improving workplace outcomes, (5) working effectively with diversity, and (6) communicating ideas and information to diverse audiences. The learner must also use appropriate tone, speech, and pace in verbal interactions and select vocabulary suitable for the audience.

BSBDIV301 Work effectively with diversity &
BSBFLM303 Contribute to effective workplace relationships
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Activity 2 – Observation/demonstration Checklist
Click here to enter text. Date Click here to
enter text.
Unit code and name BSBDIV301 Work
effectively with diversity &

BSBFLM303 Contribute to
effective workplace relati
onships
During the demonstration of skills and knowledge, did the student: Ye
s No Comment
Work effectively with
diversity & Contribute to
effective workplace
relationships – Team base d
Case study
(1) Contribute to work group activities and recognize & respect individual
differences in colleagues.
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enter text.
(2) Use appropriate language to record key information. ☐ ☐ Click here to
enter text.
(3) Support colleagues to identify difficulties and take action to rectify the
situation within own level of responsibility.
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enter text.
(4) Seek contributions from internal and external sources to develop and refine
new ideas.
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enter text.
(5) Plan and implement routine tasks according to directions and workplace
scenario.
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enter text.
(6) Identify and take steps to follow accepted communication practices and
protocols.
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enter text.
(7) Collect and record key information related to the outcomes of the job, using
appropriate vocabulary and style.
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enter text.
(8) Access and analyse key information to achieve planned outcomes. ☐ ☐ Click here to
enter text.
(9) Review and improve workplace outcomes in consultation with relevant
personnel.
☐ ☐ Click here to
enter text.
Work effectively with
diversity & Contribute to
effective workplace
relationships – Pres entati
on
(10) Encourage participation and foster contribution of and respect for ideas
and feedback.
☐ ☐ Click here to
enter text.
(11) Communicate ideas and information to diverse audiences. ☐ ☐ Click here to
enter text.
(12) Use appropriate tone, speech and pace in verbal interactions & selects
vocabulary appropriate to the audience.
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enter text.
(13) Use and apply appropriate techniques, including active listening and
questioning, to clarify information and to confirm understanding of problems.
☐ ☐ Click here to
enter text.
The candidate’s
performance was:
Not satisfactory ☐
Satisfactory ☐
Overall feedback to
candidate:
Click here to enter text.
complete highlighted sectionsTrainer to
complete checklist

Task 1: Work Effectively with Diversity
Activity 1: Short answer questions
A diverse workforce is one that is made up of individuals from a wide range of backgrounds, characteristics
and experiences. List at least six (6) characteristics of a diverse workforce. (E.g. Gender)

 Benefit: - It has multiple l benefits to
improve productivity and profit inside
the organisation. The company that has
different workers have greater
knowledge of the global activity.
 Challenges: - In this context,
miscommunication and lack of
understanding is give the positive
impact on profit. On the other hand,
employees are learned to communicate
each and other.
 Inclusive leaders demonstrate courage
in two ways. First, they aren’t afraid to
challenge entrenched organizational
attitudes and practices that yield
homogeneity, even if their
recommendations are politically or
culturally unpopular.
 Action steps: - Here company diversity across
all the department and objective to hire an
overall objective inside the organisation. The
goal is to be set by the organisation and work
on them to improve productivity and profit.
 Age: - It is a primary characteristic of each and
every factor. It means people born with few
qualities and difficult to change it in the long
run
 Open-mindedness, a passion for learning, and a
desire for exposure to different ideas have fast
become leadership traits crucial to success,
especially in challenging times.
1. To create a supportive and inclusive workplace for all people, some groups in the Australian
community face particular challenges, or have particular needs.
a) Choose three (3) major groups as defined by either culture, sexual orientation, gender, religious
belief or other. (e.g. Senior citizens)
b) For each group describe their needs and the challenges they may face in the workplace and
community.
(a) Major Groups ( b) Description
Senior citizens In this context, the focus is on a senior’s role in an organization. They need
special facility is to be provided by them. One of the biggest problems is
mental and physical health difficulty among the elderly than in junior age
groups. They need special treatment in order to do competent work.
Youth In these stages, youngster They need some changes in internal working
environment, but some time internal financial issue is created challenging
issue. It inculcates social rejection which might leads to no support for ideas at
work place. Make an intended effort to pass instance with family and
individual. Talk to them about enterprise and put some effort in portion them
assistance ideas. This is a major issue or challenges created by youngster.
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Lower level employees There are some challenges faced by them are work force planning and legal
issues. They focus on use of legal issue in the right manner. Some of this is to
ignore the employment law and labor law which is a big challenge to face and
make sure to complain with hire authority to improve practices.
2. In your own words describe the following terms.
a) Prejudice.
It is an effective feeling towards a person and group of members of an organization. It is an unfair
treatment or unfair behavior used by someone in system. This gives a negative impact on overall
working environment. Pre-conception can be seductive in the geographic point, because single
might hold this partiality without impermanent on them open. It is difficult to identify the facts and
helps to determine whether Prejudice is present or not. Single might also rely on representation to
warrant their prejudices. Finally, single might awareness fail-safe when societal distinguishing with
a grouping with perceived shared diagnostic.
b) Discrimination.
It is a human social affair or is a treatment and considerations of making a dusting which is in
favor or against for a person. On the other hand, a person is based on group, class and category to
which the person is belongs in work place. It is find out or understand the things and author. This
focuses on treatment of different category of people work in same place and spicily on the ground
of race, age and gender. On the other side, person is based on different group class and
characteristic to be discrimination form other person. The group of person is give the direct impact
on individual personality and other factor.
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3. What does EEO stand for?
a) What does EEO legislation cover?
EEO – It stands for Equal Employment Opportunity that is provided in each and every organization. It
may include discrimination, harassment and bullying. In this kind of act is to be focus on freedom for
discrimination on the base of protects different classes is age, gender and colors. It may be inculcated
disability and genetic information is to be provided. The organization is to be provided by each and every
member is equal and helps to improve internal working environment. In addition, internal working
environment is more changes about overall control and profit will be managed over the period. Favoritism
is improper in the area of employ, which includes recruitment during employment and expiration of
employ. This is to be covering the overall working environment and increase the productivity in work
place. Legal factor is help to promoting and reporting the practices and employee may be used legal factor.
EEO Legislation covers :-
It may cover the over changes in discriminate against the job inside the organization, because of the
person race, colors and sex etc. Anll such kind of factor is give the direct changes in overall working
environment. This is to be improving the internal as well as external working condition with the help of
legal factor. In work place each and every employees must be equal and improve the productivity in
organization.
4. If workplace diversity is about understanding individual differences of people, explain how you
would show sensitivity to someone whose:
a) Religious practices and beliefs are different from your own.
This is one of the most important parts as per the Law of Religious and Practices. Some changes
are made on the basis of number of people working for an organization. Some time give the
negative impact on overall development or taking new decision inside organization. The role of
religious is part of negative impact on human capital and other law, which is used in internal
working environment. In addition, registered a social activity between spiritual beliefs and
economical noises contribution to higher per capital outgo and development across administrative
district. With the help of research is find out that some changes in influence the religious and
economic behavior is to be change and use some theory to improve productivity and profit or
market value of organization. Some new strategies must be used to improve the decision making
power and reduce the level of risk. In this way, some new rule must be planned for such kind of
activity is to be done in organization.
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b) Sexual preferences are different from your own.
The term sexual preference is same as sexual orientation and the two terms are to be interchangeable in
work place. It is kind of factor or attraction towards person of opposite sex, the same or other. This is to
be identifying based on attraction to be used in overall work place. This is to be giving the negative
influence of environmental factor or improve market conditions.
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5. In Australia Common Wealth Acts provide the general legal framework to support diversity in the
workplace.
Research and provide (4) four of these Acts and include a brief summary of each.
Include a reference of your research information.
ACT Brief Summary & Reference (URL)
1. The Australian
Constitutions Act
The constitution compare the rules to improve the law in Australia is the
State Constitution. The Fundamental law comprises regulation which
relation the power, authorization and business activity of a Legislative
assembly.
2. Separation Of Power
Act
The Australian government needs a lot of power. The governor body
says that, as per the act the power is to divided into three main parts, so this
is to be help to balance each other.
3. The Senate Act In this act, Senate has 72 members, 12 different states. This is based on the
political system. Legislation must be passed over a given period and both
factors.
4. The Governor General
Act
The governor general is to be appointed by the Queen on the advice by PM.
6. What does it mean to have social justice in the community?
The social justice is based on the human rights and equality can be defined as the member
of customer. There is way; the human rights are manifested in the everyday lives of people in
everyday society. There are some number of movement are working to achieve the social goal. On
the other hand, some rights and duties are to be followed by the society and economic needs may be
changes in work place. To be focus on public health and social insurance to be ensure for
distribution of wealth in work place. This is give the direct impact on the community and social
equality must be changes as per the change in rules and regulations.
7. To create a supportive and inclusive workplace for all, what can your workplace do to show they
support and value people? Provide at least (4) four examples for each type below.
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a) Senior citizens.
In organization every kind of support is provided to senior citizen at the work place. The
main objective is to improve the quality of life of seniors by providing basic facilities such
as shelter, food, and medical care and entertainment opportunities to improve productivity
and profits will be managed. On the other hand, Finance department any sum deposited in
an account under the Senior Citizens Savings Scheme Rules, 2004 is eligible for deduction
under section 80C of the Income-Tax Act subjected to a limit of Rs.1.5 lakh. It is one of the
most important parts to improve old age worker capability of doing things inproper way.
b) A work colleague with a disability.
Organisation is to use each and every worker inside work place is equal and
provide same facility as other. In this context, open the level of communication with each
other that improves productivity and understanding of all each and every factor easily.
Some important factors to be used are as follows: - Break through your own barrier: - In
this context, break down the barrier in the case of work with disability in working
environment. This gives to reduce the level and first day with a friendly smile and offer to
show them around the office or take them out for coffee. This is help to improve motivation
level of disable person and easy to do work with other person. Be aware of languages: -
Languages is one of the most important factors and it can be heard to know to talk about the
disable person. The link or create the good relationship between disable person and solve
any such kind of issues.
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8. How would you adjust your communication style to get your message across in the following
situations?
a) A work colleague who is having difficulty understanding your instructions because of a language
barrier.
Communication is one of the most important parts to improve work and increase
productivity and profit will be direct effect on level of communication inside organisation.
There are many problems to be focused on inside work place. Someone does not understand
what the instruction is to be provided by the team leader or manager about the work. To
solve such kind of issues, proper training to each and every employee with languages issue
is provided. Translate all-important document: - There are some free website is help to
translated one language form other language is help to understand each and every thing.
Use of interpretaor: - There is someone could be hired in an organisation who can speak
both the languages to convey message from both the side. This helps to remove level of
communication inside organisation.
b) A customer who is hearing impaired and needs product or service information.
Marketing is to be used the proper information to describe the detail information
about the product and services. This is to be improving level of communication to deal with
customer in market place. On the other hand, location based marketing and need local
languages to understand each and every customer in market. It is to be done at the time of
market segmentation is used buy organisation. A customer is able to understand, if use local
or understandable language is use in selling. It is help to improve customer problem or
communication level in market.
9. Workplace diversity is not only a legal requirement; it is good management practice. Provide (4)
four ways Australian businesses can benefit from diversity.
The organisation work place use diversity is depended on the level of working
environment and have been use with the help of research and experienced. The diversity is
to be help for Australian business and increase productivity and profit will be increase over
the given period.
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 In addition, benefit is innovation is improving services for many organisations. It
allows them to come up with new product and service in work place. It is to be
giving the huge positional resources and increase productivity and profit. It is to be
focus on improved interaction and retention for better understanding of effective
ability of number of candidate. A diverse work force is to be providing the strong
message to future candidate. This is help to improve future public presentation
inside working environment. With the help of diversity is giving the positive impact
on financial problem and improve productivity in bottom line of business.
10. Explain how diversity improves innovation in Australia?
Diversity is a key essential part of any successful organization. Smart businesses sponsor
diversity because it gives benefit in two ways as tangible and intangible ways. As per Australians,
diversity means to focus on collaboration and the importance of understanding. Diversity put the
business at a high position in a globalized economy. Diversity provides adoptable quality which
means any organization may become agile or open to change. Having a good diverse team, an
organization could gain these types of benefits and are indicating healthier human resource
increasing in productivity improved flexibility innovation or creativity. Diversity improves
innovation in Australia in many ways. Because diversity is a key essential towards innovation or
creativity. One of the best factors for innovative and creative thinking is diversity. If a company
wants to get creative, then its need to diversify the thinking and have to encourage the mind. It is a
mental process. Diversity improves innovation in Australia through many ways like diversification
of creativity in personal manner :- if an organization wants to generate more innovative and creative
ideas to solve the conflicts or problems, than the best way is to diversify the thinking of workers.
The best example to do diversify thinking is to select any book and then select any word. Then try
to make or generate ideas by using that word. It will provide more broad thinking.
11. Scenario question
Read the scenario and provide your responses below:
• You start an exciting new job with a progressive and successful global company who has been given
a Community Service Award for contributions to the local community.
• You attend induction on your first day and receive an induction pack, which includes the company’s
diversity and inclusion strategy.
• The CEO is a female from Poland and commenced some 10 years before as a customer service
representative.
• The oldest member of the work team is a highly skilled 67-year-old man who will coach and support
you while you are in training.
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• You have been introduced to other members of your work team who are a mix of Australian and
other nationalities and cultures.
a) In your opinion, state whether you believe this company values diversity.
b) Provide at least (6) indicators to support your opinion.
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The company value diversity is most important part for different age group people, different
gender, physical ability, education and regionalise amongst each and every members in
organisation. The contribution is to be depending upon the different factor like experience,
knowledge and culture. This is used in daily business operations that improve conditions of
management or daily operations. ( a ): A diverse workforce
This is the company is used first time diversity and actual have diverse work force. Some other
companies boast about their state of affairs, initiatives and advance large run centred
approximately divers observe.
( b ) Diversified related to corporate positions
Many institutions today have corporate branches that generally deal with military recruit diverse
endowment, ensuring equal treatment and chance for diverse worker, and supply beginning for
worker who may have knowledge or other needs because of their incomparable aspect.
(c) Employees Resource Programmes
In this context, employees’ resource programme is to be focus on different department in the
groups and provide some resources as per the challenges is to be faced by each grouping.
(d) Diversity Partnership
It is one of the most essential part is companies that partner with organisation is different social
group community throughout the counties. This is help to demonstrate the actual value with the
particular positions.
(e) Open Minded Learning
In this context, there are any alteration in open-minded learning activity is help to learn new
technology or ability to improve interior work.
(f) More Productivity in Team
The teamwork will be more productive when some new skills are improved and goal oriented. In
this way, worker with and learn from each other, co- worker is build mutual and hard work is
give positive impact on it.
12. In the workplace how can staff encourage each other to share their specific qualities, skills or
backgrounds to achieve better work outcomes? List at least (3) three ways.
There are many ways to improve productivity and profit will be depends on
quality, skills and background of organisation. These three factors are most important part
and employee will start encouraging each other. All such things because of better outcome
will be provided by establishment and increased market share. Some different ways are as
follows:-

 Listen properly: - There are too many employees try to give employees to say, what they
want to hear and change the response on it. Listening activity helps to improve work and
manage work on time.
 Believe in employees: - This is important part that to believe each and every employee
inside organisation. On the other hand, some better way to people to support other and
100 % partnership or collaboration for each employee in working environment.
 Help them get recognized by other: - To be share their work or communicate with other
member in organisation. This is find out that how they work is has assistance in work
place.
Activity 2: Case Study
Diversity and Inclusion at Australia Post
1. Watch the Australia Post video using the link below. (Switch on subtitles/closed captions – Note some
words are not translated correctly)
2. Take notes as you watch the video using the space below.
3. Create a summary report (approx. 250 words) addressing all key points and consider your writing style
to accommodate a diverse audience.
https://www.youtube.com/watch?v=05-H96tmQs0
Key points
(a) How Australia Post benefits from a diverse workforce.
(b) Impact of the work environment on Australia Post workers.
(c) Methods used to share and improve skills within the organization and community.
(d) Staff behavior according to diversity regulations and policy.
(e) Your opinion on the way Australia Post accommodates and values diversity.
Notes
In the above case, there are most important part as per the law of religious and
practices, some changes is made as per the number of people inside the organization. Some
time give the negative impact on overall development or taking new decision inside
organization. There are some method is to be used like communication skills and some acts
must be follow to improve diversity and skills is to be used in Australian quality of working
conditions in organisation. On the other hand, companies that partner with organisation is
different social group community throughout the counties. This helps to demonstrate the
actual value with the particular positions. As per Australians, the diversity means to focus
on collaboration and the importance of understanding. Diversity put the business in a high
position in a globalised economy. There are some changes in internal as well as external
working environment.

Task 2: Contribute to effective workplace relationships
Activity 1: Short answer questions
1. What is the role of a frontline manager?
Front line managers lead and direct the team by direct contact with the customers. It means front-
line manager is the link between top level management and bottom level management. They have
good communication skills and are all rounder who achieve success. The importance of front line
managers is to get high level of productivity and efficiency, to provide high level of employee
engagement for enhanced innovative capacity. Rather, then these points, a front line manager is
responsible for planning and managing factors like finances and resources, promoting diversity and
equality to leading and managing people to held effective communication and regular meeting to set
parameters and standard review of annual training and development to monitor attendance for staff
ensure about discipline and managing complaints recruit and induct new staff.
2. Provide three (3) interpersonal skills essential to be an effective frontline manager.
Interpersonal skills are those skills is used every day to interact with others. People who have
interpersonal skills are successful in their personal as well as professional lives. Skills of good
communication, skills of listening, understanding and questioning are the verity of interpersonal
skills. Interpersonal skill makes a person different from other. It includes communication skills
which covers verbal, non verbal and listening skills Emotional intelligence: a person who has this
type of skill is being able to manage and understand emotions of own and others Team work : a
person with team working interpersonal skill is being able to work with team. Team may be formal
or informal.

3. Place a check in the box to indicate the most appropriate and sensitive way to communicate to staff.
Check box Types of workplace communication
☐ CC everyone about staff issues.
☐ I hope you can handle this project; otherwise we’ll get someone else.
☐ Because I said so and I don't pay you to think.
☐ I have confidence in you.
4. Provide a more positive way to say the following that demonstrates integrity and respect.
1. We don’t need your input; we’ve always done it this way.
This organization internal management is not take new ideas to solve problems and done work with the
help of old way. Organization is use old method or ways to solve such kind of issue. So please, use that
old ways to solve any problem inside organization.
2. No-one else has a problem.
If you have any problem, please contact me. No, other one is responsible for such kind of issue or
problem.
5. Frontline managers should have an understanding of how to deal with problems and workplace
issues.
(a) List (4) key points that defines a problem.
To solve any problem is inside the organisation with the help of factors must be
used in special order provide by top management authority. In this context, deal with
problem and organisation issue is taking a time to be solved in better way. With the help of
such factor is solve the problem in faster way are as follows. Accept the problem: - This is
one of the most important parts is accepted the problem is first priority or solve it in
effective way. This is one of the best ways to improve work and problem will be less day-
by-day.
 Try to figure out the possible outcomes :- In this context, to be figure out some problem
and improve productivity and profit will be changes or manage work in the given time
period.

 Gather some good knowledge: - Info about your job can often lessening that uncertain
anxiousness and fear we face, when we are challenged with thing. A noise wisps away
the clouds of anxiety more or less a difficulty.
(b) Why is it important to ask questions when dealing with workplace problems?
This is one of the most important parts to ask question at the time to solve problem inside the
organization. Some time answer will be finding out in the question only. You can also ask for more
applicable help. You didn’t person to work out every job on your own and sometimes it feels better
to have person by your side, even if it is just for cerebral activity. In this context, some manager task
is to find out that what the question is and how to solve it or which method is to be used in
organization. This assists to come up with the more than one solution must be used to reduce the
level of productivity and profit will be managed over the given period. The question is help to break
down the problem in small way or find out the solution within weak. Then whole problem is not
solved immediately and take some extra time to manage work or improve performance
management.
(c) List (4) four possible questions you could ask when forming an understanding of a problem.
The question is based on the problem to be solved and improve the productivity and profit will be
managed over the period.
1. What is most common problem faced by employees?
2. Who will be responsible for such kind of problem inside organization?
3. How to solve issues in the internal working environment?
4. Describe a time you had to solve a job without social control input. How did you do it and what
was the result?
(d) List (4) four sources of information a frontline manager could use to help resolve workplace
problems.
There are some different sources of information is to be find out by front line manager to solve
such kind of problems in organization. Some strategy must be used to improve market performance
and remove all such kind of problem in overall working environment. Some of information are as to
be pay attention to emotion and find out what kind of factor is influence the decision making or

problem process must be used in organization. To be give time to yourself and it is applied for each
and every employees inside organization.
(e) Explain why problems should be resolved promptly.
There are some factors to manage work on time. The problem is to be arise when if a person is
not understood the problem and give the negative impact of doing work on time. It has to be
resolved and one must not be sure on how to find the best solution, and there will probably be
ambivalence about what the champion statement is. Most of us tend to be conflict-averse. This is to
be done to remove such any kind of conflict inside organization and manage work on time.
(f) Who could a frontline manager refer a problem to if the issue could not be resolved?
There is big problem and not solve many times, then front line manager refers the problem to the
Head of Department and improve working environment on time. On the other hand, the biggest
challenge to overcome such kind of problem in the given period and solve it in urgent based. That's
a error because it effort to put the mixture at the first of the cognitive process, when what we
demand is a mixture at the extremity of the operation. The process will be show or take some long
time but improve productivity and profit will be change in work place.
6. What is the difference between consultation and communication?
Consultation means:
It is professional work and provides the expert advice for a particular area such as securities,
management, education and accounting. This is person who guide about any problem or how to solve in

effective way. Nowadays, most popular part of each and every activity doing in market. On the other
hand, a meeting with expert in order to seek the advice and improve working environment.
Communication means:
Communication is a process or an interaction between two or more person or communicate about some
particular topic is called as communication. It is an act of convincing the intersecting meaning to other or
use the mutual understand and increase overall market share. This is one of the most important part for
each and every organization and increase the marker condition or improve profit rate.
7. List (4) four purposes of workplace communication and provide a brief explanation of each.

Communication is one of the most
important parts and improves the
productivity and profit will be increase with
the help of effective communication to be
follow at work place. Connection plays an
important role in all aspect of business
organisation. It is hence very of the essence
that both interior abstraction within your
administration and the abstraction skills of
your worker are effective. The main
purpose is work is to be done more
effective and help to completed on time.
There is second most important purpose
to build and maintained the relationship with
employees in side the organisation and give the
positive impact on internal as well as external
working environment. Abstraction will be key to
this mental process without trenchant skills, it
will be arduous to properly misconception and
foster cultivatable family relationship.
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One of the most important part is to be
provide the innovation is used in work
place and communication the new ideas'
corporation and innovation will be all time
high. With the help of communicating
innovation is help to increase the number of
customer of market place. In addition, if
staff ineffectual to express their mental
object due to limited abstraction skills, it is
possible that the sentiment will not be
enforced to its full prospective.
At the end the purpose of communication is to be
used to be build the effective team and When
worker feel that they are well abreast of the
institution direction and visual sense, they will
knowingness more bonded within their character.
The are regular internal communication is help to
developed the work ethics on regular day.

8. Provide at least (5) five methods for collecting information and sharing ideas.
There are some new method is to be used to collect the inflammation inside and outside working
environment. In this context some new is to be follow to collect the data on right time in the right
way. With the help of research work is find out that collect the information and right information is
to be provided on time. This is helping to manage work or improve internal as well as external work
are to be improved in market share. Some new method is observation; interview, group session and
questioner for productivity will be market.
9. What are the (6) six basic types of non-verbal communication. Provide examples for each type.

There are some different type of
non-verbal communication is facial
expression trustworthy for a huge
proportion of non-verbal abstraction.
Consider how much information can be sent
with a smile or a frown. The look on a
organism face is often the archetypal
happening we see, even ahead we hear what
they have to say.
On the other hand, gesture is the second part of
non-verbal communication to improve overall
marketing environment. This is to be focus on
movement of eyes and hands in different way of
verbal communication.

Body language is also known a verbal
communication part. This is to be give the
direct impact on overall work grant deal
with information. With the help of research
is find out that body language is more
effective part and help to increase number
of customer in market place.
Personal space which is also an important type of
nonverbal human action. The amount of distance we
need and the property of space we perceive as
belonging to us is influenced by a number of factors
exclude social norms, discernment outlook,
situational cause, personality diagnostic, and level of
acquaintance.

There are HAPTIC is give the one of the
part of non verbal communication. There is
to be suable for the improvement in market
share and main some changes will be
depend on overall working environment.
Hunt have found that appearance can play a role in
how people are perceived and even how overmuch
they earn. One 1996 study found that attorneys who
were rated as more bewitching than their body waste
earned nearly 15 percentage more than those ranked
as less bewitching.
10. List (4) four ways you can demonstrate active listening.
25

Some factor is demonstrated active
listening is to be used in working
environment and improve the market
share. One-time, it looks like life is one
long crippled of Telephone. Even if we
understood thing one way, the organism
who said it may have meant it altogether
contrary. This is to be focus on make sure
to listen the full story and improve
working environment.
This construction is some other one that
assistance to provide elucidation by
demonstrating your sympathy. But be
conscientious with this one, and make sure
you’re not telling your duplicate how she
cognisance, but rather, choice of words it as an
expression of how you explicate her feeling.

This construction is one that Milea
assistance to show encouragement during
a conversation. It reminds someone to
talk that you’re paying tending by
encouraging them to lucubrate on thing
they’ve said to you.
This is to be make sure that to do the right things
and improve the condition will be changes over the
period.
11. What does it mean to have trust and confidence in the organization you work for?
In this context, trust and confidence are two factors is most important part and this kind of factors
is change the mind of employees and customer of organization. With the help of two factors is to be
giving the positive working conditions and improve the overall working environment. The trust is
help to increase customer and work will be done with confidence and manage work and improve
work over the period.
12. List (4) four ways you can encourage and strengthen relationships within the framework of the
organisation’s social, ethical and business standards?
In the organisation relationship with framework is to be give the positive strength and
increase the productivity and profit will be manger over the period. To be listen properly
each and every steps relented to doing work. This can assistance you better translate their
needs, share discouragement or offer response from an external perspective. Should an
chance arise where your services can offer statement to their quandary, the family
relationship is not yet in geographical area. The work is to be done with the help of proper
planning is to be used and increase productivity and manage profit as per the need of
organisation is to be given.

13. Give (3) three examples of how you can demonstrate “competent performance” to colleagues,
customers and suppliers.
To increase the number of customer is market is achieved. If time management is to be follow in
work place. The work is to be completed on time and talk about family duty and another devoted to
more close cognitive content. There gives each and every employee’s responsibility is done and
time management is fix for all the employees. This kind of factor is help customer, colleagues and
supplier.
14. List (4) four types of networks that help build workplace relationships and resolve problems.
There are strong networks with stakeholder, customer, entrepreneur and legal factor is giving the
same changes in overall work. Reference point human relationships don’t feel existent because you
don't really know this group impersonally maybe you link with them on LinkedIn or quickly
changed business concern cards at a consequence. On the other side, trust relationship is with this
customer who are trust is to be made for the long period and pull off work and better fruitfulness
over the period.
15. How can networks benefit individuals and the organizations in which they work?
In this context, network is needed each and every business strong network is help to manage work
or improve number of client in market place. This is help only factor is indefinite quantity user and
market rate will be improved. Long term management and strategies is help to improve the network
will be managed in market place.
16. Conflict can be categorized as one of five types. List the (5) five types of conflict.
There are some five types of conflict such as follows: men versus self, menvs society,
man vs man, man versus nature and Man Versus Supernatural. All such kind of conflict is
give the positivity response and improve work internal as well as external working
environment. He ambivalence can be a revenant theme end-to-end the story or at a

exceptional point in time. In Julius Caesar, Brutus constantly endeavour with his notion
towards his friend Caesar and his administrative district. On the other hand, It could be
cultural evils or favouritism practices by social club that is opposing by a social group.
17. Explain how relationship conflict is generally caused?
Relationship struggle is a conflict consequent from either personality clashes or
perverse emotional interactions between two and more than grouping. For example, you
may have a conflict with your cube mate because you bread and battler a very tidy
workspace and his is always messy. There are the main cause of relationship conflict is don
not understand each other and solve any such kind of problems.
18. Fill in the missing words to the sentence below that describes how to evaluate workplace outcomes.
“When evaluating workplace outcomes, processes are evaluated by using suitably designed and
chosen ___right type of work at the right way. ( KPIs) and people performance is usually
evaluated by way of a __overall performance is to be done inside the organization.
Imagine you work as a front-line manager for a Sales and Service company that sells white
goods e.g. washing machines, fridges, microwaves, dryers, etc. Each week you are responsible to
set KPI targets for the sales staff according to business objectives.
Provide (2) two examples of weekly KPI targets for the sales staff.
It is key performance indicator to improve the overall performance; with positive impact of doing things is
the tight way.
Social group use KPIs to evaluate their happening at reach mark.
19. List (3) three reasons an organization might review workplace outcomes.
It is one of the most crucial part is review the performance of outcome is most crucial
part to find out the what's is changes in to be made in result and how must need to be
improve the overall working environment in future time period.

20. Explain at least (2) two benefits of conducting workplace reviews.
To be conducting the work place review is all about the employees' response about work and
working environment. This is to be giving the direct impact on performance and profit will be
changed. In addition, each and every employees give their 100 % to do some task and increase
productivity or profit will be managed it.
21. Identify (2) two types of legislation that affect the way you work in your job.
There are law is most important part inside the work place. This is help to control the
work and each and every activity to increase productivity and profit will be manage. On the
other hand, labor law and healthy and safety law is most important and give impact on
profit or internal working ability.
Activity 2: Case Study
Instructions
(a) Read the workplace scenario and provide responses to True or False statements below.
(b) Take Action: Provide appropriate actions that should be followed to rectify key issues to include:
• Who should take responsibility and who is involved?
• Process of consultation and communication.
• How to maintain trust and confidence with those concerned?
• Regulations and organizational values.
Workplace Scenario
Bernard is the head waiter in a fine dining restaurant. He believes in driving his service staff
hard to perform at top level and says a good server should be able to explain the entire menu
without using notes and answer any question the customer may have.
The restaurant mission statement reads:
‘To provide all who work with us a friendly, inclusive and supportive workplace which
encourages long-term and rewarding employment with opportunities for professional
development.’

Bernard believes in training and coaching and delivers an extensive induction program that
covers food industry regulations for all new employees. He encourages all those who make it
through the first month probation to continue to learn new skills to reach their highest potential.
He not only provides regular training with other well-known restaurants and industry professionals
but
In addition the restaurant offers the most conscientious an opportunity to study hospitality
management with all course fees paid. It is no wonder that this restaurant is the most sorts
after for those wanting to enter the hospitality industry.
Bernard sees himself not as the employee’s friend, but as a professional that staff should
respect and revere. He doesn’t like to discuss new ideas or ask for feedback from staff, he is
the maître d' and believes it’s his way or the highway.
There is another side to Bernard. Make a mistake when he is stressed and the punishment is
brutal. He shouts abusive language, calls staff offensive names, especially if you are from a
different country, and he has also been known to throw things. Recently he was so mad that he
pushed a new waiter during service, called him an offensive name and told him to get out of
the restaurant.
Staff has tried to discuss Bernard’s behavior with other management personnel but nothing ever
happens.
(a) True or False Statements
Answer True or False to the following statements and provide evidence for your choice.
Statements True False Evidence
(i) Bernard’s management
style is completely aligned
with the restaurant mission
statement.
 ☐ This is help to change the management style and improve
overall work place.

(ii) Staff have attempted to
deal with and resolve
issues with relevant
personnel.
 ☐ All the staff member is help to solve any kinds' problem
inside the organization about the legal or some different
issues.
(iii) Bernard seeks
contributions from staff to
develop and refine new
ideas.
☐  Click here to enter text.
(iv) Bernard gains the trust
of his staff and treats
people with integrity,
respect and empathy.
 ☐ This is gain of each and every trust or give respect of
doing such kind of activity is help to improve production
inside organization.

(v) The restaurant offers
training and coaching to
provide a high level of
performance.
 ☐ The training is one of the most important part for achieve
something new. With the help of training is help to future
development.
(vi) The restaurant utilises
and benefits from networks
and other industry
relationships.
☐  Click here to enter text.
(vii) The restaurant has a
responsibility to rectify
actions according to
organizational and legal
requirements.
 ☐ The entire legal requirement is most important for each
and every customer and staff member for provide the
safety inside the organization.
(b) Take Action
Provide appropriate actions that should be followed to rectify key issues to include:
• Who should take responsibility and who is involved?
• Process of consultation and communication.
• How to maintain trust and confidence with those concerned?
• Regulations and organizational values.

( Approx. 150 words )
There are top level management is to be take the new responsibility to improve the
working environment. In addition, level of communication must be improved to deal with
customer and improve trust inside each and every customer. On the other hand,
Relationship struggle is a conflict consequent from either personality clashes or perverse
emotional interactions between two and more than grouping. In this way, rule and
regulation is most crucial part for archive future benefit. In addition, key performance
indicator to better the overall carrying into action.

Task 3: Case Study & Observation/demonstration
Group Activity 1
Case Study description
For this case study you will work as part of a team and demonstrate your ability to:
• Recognize and work effectively with individual differences.
• Seek, receive and communicate information.
• Encourage trust and confidence.
• Identify and use networks and relationships.
• Contribute to positive outcomes.
Instructions
Work as part of a team (2 or 3 participants) and follow steps to complete the case study.
Step 1 Study the Workplace scenario and analyze staff profiles.
Step 2 Discuss differences, characteristics and skills of staff (a) and find solutions to
workplace issues (b).
Step 3 Your Trainer/Assessor will observe and assess your skills and abilities according to team
work and your 5-minute presentation using the observation checklist (below).
Step 4 Team presentation and Q&A Session. As part of your team you will give a 5-minute
talk on your solutions to issues and participate in a ‘Question and Answer’ session with your
trainer/Assessor and other classmates.
Please note: All written responses must be your own work formed from your participation in a
team, discussions and shared ideas.
Workplace scenario
You work as part of the management team for a Postal office and Retail shop in a busy shopping
centre.
The staff makes up a diverse group of individuals according to gender, age, language, cultural
background, religious belief, sexual preference, family responsibilities, marital status, and life
experience, level of education, disability, personality, values, perceptions and attitudes.
The company believes a diverse and inclusive workplace brings out the best in people and
helps to provide a better service to customers and communities.
Company policy and procedures manual is available to all staff and provides a range of
relevant workplace policies.

You access reliable information on employment awards and entitlements including rates of pay
for staff that are classified under ‘General Retail Industry’ from the ‘Fair Work Ombudsman
website’.
Staff profiles
Zhang Chen
Full-time - Customer Service Officer
Born in China, Chen is a 40-year-old man who came to Australia 8 years ago with his wife. He has
worked full-time for the company for 4 years. Chen can read and write English and has a qualification in
translation & interpretation. He is a traditional Chinese person, polite, respectful and very courteous to
staff and customers.
He works well as part of the team and has years of experience in a customer service role but doesn’t
contribute ideas or share his knowledge and skills with others. He attends meetings takes notes and
listens carefully but doesn’t contribute. Chen respects authority and believes that it’s the manager’s role
to tell everyone what to do and when to do it.
Carol Peterson
Full-time - Customer Service Officer
Born in Australian Carol is 59-years-old and has worked for the company for 10 years full-time. She has
a hearing-impairment and wears a hearing aid but if you speak directly in front of her, she has no
problem understanding what is being said. Carol is a Catholic Christian who expects to attend the church
services and functions throughout the year, even if it means losing a day’s pay.
Carol communicates well with customers and likes to chat about all manner of things including how the
company should be run. She is comfortable devising solutions to problems and always speaks up in
meetings. Carol is generous and shares her skills, knowledge and her Christian views.
Aida Baqri
Part-time - Customer Service Officer
Aida is a 34-year-old Muslim from Pakistan who has been in Australia for 10 years. She prefers to work
part-time, because she has two children of primary school age.
Aida has a Bachelor in business and hopes one day to manage her own business. She works hard to build
effective relationships with customers and staff and as a high achiever she meets KPI targets by
providing efficient and quality customer service. She is always willing to share her skills and knowledge
with others. She is social, communicates well and has a great smile.
Justin Holmes
Full-time – Trainee Customer Service Officer
Justin is 19 years old Australian, his parents emigrated from the UK 20 years ago, who has only worked
for the organization full-time for a period of 6 months.
He is known as Generation Z. The 12 to 19-year-old group, who cares deeply about ethical and global

issues, are the most progressive generation to date, use digital technology more than any previous group,
and are set to change the world with their optimism and ambition. Media and market research companies
have labeled Gen Z ‘screen addicts’ with older generations struggling to understand why they spend so
much time online.
Justin fits perfectly into this category, he has excellent computer skills and although he adds a dynamic
to the team, his colleagues have a low opinion about his work performance. He is sometimes late and
takes his time to do each task. Older customers are patient when he serves because of his youth and
positive attitude.
Brian Sampson
Part-time – Postal delivery officer
Brian is 50-year-old gay man who has worked for the organization for 5 years. He came to Australia
from New Zealand with his partner 10 years ago. He works part-time because he runs another business
from home. He is very organized and works fast to sort and organize mail.
Brian is charismatic and gets on with everyone but feels that other staff members don’t really understand
or take the time to know him. He works away from customers and sometimes feels isolated in the
workplace.
(a) Individual differences, characteristics and skills
The management team is currently reviewing business objectives and staff performance.
Identify differences, characteristics and skills for all 5 staff members and fill in the table below.
Staff member Differences & characteristics Skills & Education
(1)
Higher level like
Director
He controls overall working
environment.
Communication skills,
leadership skills, time
management skills etc. or
minimum 8 years of
experiences in relative field

(2) Manager He manages small group or team and
appoints at higher level.
Time management skills etc. or
minimum 5 years of
experiences in relative field
(3) Lower Level The does work as per the instructions
provided by higher level authority.
Communication skills
(4) Human Resource
Department
It is a department which controlled
overall working environment of an
organization and take details of each
and every employees.
Communication skills

(5) Financial
Department
It manages the finance work or cash
flow statement of each and every
activity inside as well as outside
organization.
Time management skills etc. or
minimum 5 years of
experiences in relative field
(b) Current workplace issues
Analyse each issue, collect relevant information and consult with each other to decide on the most
appropriate solution that:
• Builds trust, respect and accommodates workplace diversity.
• Encourages workplace relationships.
• Ensures behaviour is consistent with relevant legislation and company values.
Zhang Chen
Issue
Chen has received negative feedback from a customer in relation to Justin’s work performance.
The customer said “Justin kept me waiting too long, I missed my bus, he is just so slow”. Chen is
hesitant to speak about the issue as not to cause a problem in the relationship. He decides to
speak to the management team but wants assurance that his name will not be mentioned.
1. Source relevant information.
2. Consider who you will speak to and who is involved.
3. Provide details of the process you will follow.
To discuss such issue with management is give normal way that, nowadays many people is doing
late time work and not completed work on time. Specially, Marketing department as well as
financial department. To be provide complete training to each and every employees as per, so work
is to completed on time and effective manner.

Justin Holmes
Issue
Justin has requested a review of his salary. He believes his pay is too low and wants details on
the next level of pay. He is currently paid as a ‘Junior-Full-time, 19 years - Retail employee
level 3.’
1. Research and source relevant information.
2. Review Justin’s staff profile, discuss with your team whether a pay rise at this time is appropriate.
3. Create a written response for Justin in the space below.
Written response
In this case the issue will be salary and employees are not satisfied with salary at work place.
Some employees have experience and work is also good, but there are no changes in salary for long
period.

Carol Peterson
Issue
Carol has requested days off to attend Christian functions and services throughout the year
according to her religion. She has offended Aida because she says “if you have immigrated to
Australia you don’t have the same religious rights in the workplace”.
1. Research and source relevant information. Provide a reference of your research.
2. Consult and provide a solution and advice for Carol and Aida.
In this case is to be focus on some attend Christian functions and services throughout the year
according to her religion. Human resource departent is handle for such kind of issue.

Aida Baqri
Issue
Aida has identified that the company ‘Policy and Procedures Manual’ does not include a policy on
antidiscrimination and harassment.
1. Research and source relevant legislation.
2. Create a ‘Policy Statement’. (1 paragraph, approx. 50 to 100 words)
In this context, some must be added like harassment and anti-discrimination is most important
law for both gender inside organization. The higher level authority is give the permission to used
such acts. This is help to increase the number of employees inside organization.

Brian Sampson
Issue
Brian doesn’t feel that he is treated equally as part of the work team. He thinks his colleagues
don’t really know him and he believes more should be done to encourage better workplace
relationships.
1. Source relevant information.
2. Provide at least (4) four solutions that encourages relationships and builds workplace networks.
In this case, each and every employee are equal in work place. As per the equality act is to be
focus on such kind of issue and improve productivity or each employee will be happy or give 100 %
to work.

Activity 2: Observation/demonstration Checklist –
Criteria Student – the trainer will be assessing you on the
following:
During the demonstration of skills and knowledge, did the student: Ye
s
N
o Comment
Work effectively with
diversity & Contribute to
effective workplace
relationshi ps – Tea m bas
ed Case study
(1) Contribute to work group activities and recognise & respect individual
differences in colleagues.
 ☐ Team work is
help to solve
any kind of
problem in
work place.
(2) Use appropriate language to record key information.
 ☐ Proper language
is help easy to
understand.
(3) Support colleagues to identify difficulties and take action to rectify the
situation within own level of responsibility.
 To be support
each and every
employees is
help to solve
any issue.
(4) Seek contributions from internal and external sources to develop and
refine new ideas.
 With the help of
innovation is
help to seek
contribution in
internal and
external factor.
(5) Plan and implement routine tasks according to directions and workplace
scenario.
 ☐ In everyday
planning is help
to solve work
issue in routine
task.
(6) Identify and take steps to follow accepted communication practices and
protocols.
 ☐ The level of
commutation is
help to take new
issue.
(7) Collect and record key information related to the outcomes of the job,
using appropriate vocabulary and style.
 ☐ Click here to
enter text.
(8) Access and analyse key information to achieve planned outcomes.
 ☐ In organization
each and every
information is
help to internal
and external
factors.
(9) Review and improve workplace outcomes in consultation with relevant  ☐ Work effectively

personnel. with diversity &
Contribute to
effective
workplace
relationship. To
improve more
knowledge about
work.
Work effectively with
diversity & Contribute to
effective workplace
relationshi ps – Pr esenta
tion
(10) Encourage participation and foster contribution of and respect for
ideas and feedback.
 ☐ To Encourage
participation is
help to improve
working
environment.
(11) Communicate ideas and information to diverse audiences.
 ☐ The level of
communication
is help to solve
any kind of new
as well as old
issue with
employees in
organization.
(12) Use appropriate tone, speech and pace in verbal interactions & selects
vocabulary appropriate to the audience.
 ☐ Use appropriate
tone, speech is
handle each and
every work.
(13) Use and apply appropriate techniques, including active listening and
questioning, to clarify information and to confirm understanding of problems.
 ☐ In this context,
new technology
and information
to conform such
kind of
problem.
Please make sure you sign the Observation Checklist located at the front of this assessment.
Your trainer needs to complete this checklist after your presentation.