Role Play - Managing Workplace Difficulties

This assignment involves a role play to address under-performance issues in the workplace. Strategies and consequences are discussed to improve employee performance.

BSBMGT502 Page 1
ASSESSMENT TASK COVER SHEET – ASSESSMENT TASK 1
Students: Please fill out this cover sheet clearly and accurately for this task.
Make sure you have kept a copy of your work.
Name:
Date of birth: Student ID:
Unit:
 BSBMGT502 – Manage People Performance
Student to complete Assessor to complete
Assessment Task
Resubmission?
Y/N
Studen
t
initials
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insufficient Date
Written questions
STUDENT DECLARATION
I _______________________________________________ declare that these tasks are
my own work.
None of this work has been completed by any other person.
I have not cheated or plagiarised the work or colluded with any other student/s.
I have correctly referenced all resources and reference texts throughout these
assessment tasks.
I understand that if I am found to be in breach of policy, disciplinary action may be
taken against me.Student signature: ___________________
Student name: ______________________________________________________________________
Date: _____________________________________________________________________________

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ASSESSMENT TASK 1: WRITTEN QUESTIONS
TASK SUMMARY:
 10 questions to be answered. I you research external sources
please cite these as references in the body of the document and
in a bibliography.
QUESTION 1
1. How are you going to monitor your staff member’s performance after the
formal counselling session?
With the help of effective formal counselling the staff member can be made confident
for their work and to improve their performance. The formal counselling is provided
when the employees do not positively respond to the advices on the informal basis.
For monitoring the outcomes of the counselling the performance of the employees has
to be analysed which can be done by watching them and interacting them regrading
the way they are aiming to achieve their targets. The account can be taken from them
such as what changes do they have implemented in their process, are they able to
spell-out the expectations after the counselling or not (Baker, 2016).
QUESTION 2
Identify 6 workplace performance problems. How would you investigate these
problems?
Six workplace performance problems faced often faced by the organisation includes:
 Quality of work in terms of inaccuracies, errors, wastage of material etc.
 Quantity of work in context of absenteeism, slow response, accidents etc.
 Inappropriate behaviour of the employees making workplace environment
hostile, power games etc.
 Resistance to accept the changes taking place within the organisation

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 Inefficient interpersonal relations among the employees
 Inappropriate physical behaviour
All the activities can be identified by the managers on the basis of their observation
and with the feedbacks of the employees towards each other as well as by the
immediate superiors.
QUESTION 3
How would you follow up the outcomes of an informal counselling (discussion) with
a staff member in the workplace?
With the help of the informal counselling the issues faced by the employees can be
identified and accordingly various ways to overcome the issues can be mutually
decided with the discussion. The outcomes of this can be followed up by feedbacks
from the staff member itself regarding the changes they are facing in context of the
issues as well as the performance can be analysed on the basis of the checklist which
can be prepared at the time of informal counselling in regards to the areas that were
impacted due to the particular issue with the staff member (Storey, 2016).
QUESTION 4
How could you provide recognition and reward for achievements and outstanding
performance? Identify 2 ways.
1. As it is crucial to reward the performance of the employee to keep them motivated
the employer can post and follow a calendar of celebration in which the achievement
of the best performer can be place in the workplace. Also they can be provided
symbolic recognition for the performance such as coffee mug that reflect sincere
appreciation.
2. The rewards system that can be adopted by the organisation includes variable pay to
the employees, bonuses; profit sharing is the achievement is significantly contributed
to the overall performance of the organisation. In addition to this the group based
rewards can also be provided in terms of group incentives etc.

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QUESTION 5
What is the purpose of a workplace Code of Conduct?
The code of conduct within the workplace facilitated the organisation to clarifies the
missions, vision of the organisation. The codes enables the organisation to
communicative the values to the employees and the leaders of the organisation with
the help of which they can ensure the desired behaviour of the employees within the
workplace. It can further be used as a benchmarking for measuring the performance
of the employees and even that of the organisation (Code of conduct, 2019). Various
specific purposes are that it facilitate the marketing of the organisational commitment
for high standard, ensures compliance of the laws, mitigation of the risks etc.
QUESTION 6
Why is monitoring staff performance, providing feedback and coaching important for
an organisation?
For managing the performance and ensuring the accomplishment of the organisational
objectives it is important that feedback is provided to the employees, coaching given
to them etc. With the help of feedbacks the managers can identify the opinions of the
employees and the issues faced by them, while with the help of monitoring of the
performance the managers can analyse the areas in which the improvement is required
for the employees and accordingly they plan for the trainings, development sessions
(Tziner and Rabenu, 2018). With the help of coaching the leaders can provide the
guidance in context of ways to complete the task and can make the employees adopt
various techniques for accomplishing their objectives.
QUESTION 7
List three behaviours that a workplace Code of Conduct can cover.
1. The code of conduct reflects the values of the company that facilitate the
management of the organisation in regulating the behaviour of the people such as the
investors, employees, managers etc.

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2. The code of conduct of the workplace includes the respect for the community
which ensures that the business take into consideration the expectations of the society.
Also it facilitate in ensuring the compliances in context of the environmental impact.
3. It includes the compliances for the resources which provide the employees
supplementary information regarding the policies of the organisation as well as
various laws and regulations that they have to consider so that ethical behaviours is
managed (Ghosh, 2016).
QUESTION 8
Why do businesses conduct performance appraisals? What methods can they use?
The human resource managers of the organisation conduct the performance appraisals
of the employees with the help of which they can ensure that their employees feel
valuable, the grievances faced by them can easily be resolved, the vision can be
communicated among the team members, new goals can be established for the
employees as per their performance so that they can accomplish them efficiently.
Different ways of conducting the performance appraisal includes 360 degree feedback
method, management by objectives, assessment centre methods etc. In addition to this
some managers focus upon self assessment method of performance appraisal (Norbu,
2016).
QUESTION 9
List two benefits to employers of a diverse workplace.
1. The diversity within the workplace enables the employer to have different
perspectives with which they can get different ideas for meeting up with various
problems. This enables them to enhance the productivity of the organisation as they
can efficiently manage the issues with creativity.
2. The diverse workplace ensures that the employee’s understand the requirement of
the changes and due to this the chances of resistance for the change reduces. This
enables them to ensure the improvement in the performance of the employees.
QUESTION 10

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Outline the steps in a grievance procedure?
For efficiently managing the grievances among the employees within the organisation
the managers need to follow the following steps which are given below:
Step 1: Understand the option -which implies that the employer need to understand the
issues informally first to develop better understanding.
Step 2: Raising a formal grievance- this implies that the ACAS code for handling the
grievance must be followed.
Step 3: Responding the formal grievance- with this the formal procedure is adopted
considering all the laws
Step 4: The grievance meeting- to understand the sides of the parties associated such
meetings are organised
Step 5: Deciding the outcome- after meeting the decisions are taken and
communicated
Step 6: After the grievance procedure- the decisions so taken are put into action
What do I need to hand in for this
task?
Have I completed this?
Your answers to these questions 

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References
Books and Journal
Baker, J.N., 2016. Human resource office grievance procedures: Trust versus intent to
quit (Doctoral dissertation, Capella University).
Ghosh, P., and et. al., 2016. Rewards and recognition to engage private bank
employees. Management Research Review.
Norbu, T., 2016. The role of formal and informal HRM policies and practices in
managing work and family conflict: the perspective of Bhutanese small and
medium enterprises (Doctoral dissertation, Queensland University of
Technology).
Storey, J., 2016. Human resource management. Edward Elgar Publishing Limited.
Tziner, A. and Rabenu, E., 2018. Ways to improve the performance appraisal system
1: Rater training. In Improving Performance Appraisal at Work. Edward
Elgar Publishing.
Online
Code of conduct, 2019. [online] Available through:<
https://www.ethics.org/resources/free-toolkit/code-of-conduct/#:~:text=A
%20well%2Dwritten%20code%20of,doing%20so%2C%20defines
%20desired%20behavior.>

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ASSESSMENT TASK COVER SHEET – ASSESSMENT TASK 2
Students: Please fill out this cover sheet clearly and accurately for this task.
Make sure you have kept a copy of your work.
Name:
Date of birth: Student ID:
Unit:
 BSBMGT502 – Manage People Performance
Student to complete Assessor to complete
Assessment Task
Resubmissio
n?
Y/N
Stude
nt
initial
s
Sufficien
t/
insufficie
nt Date
Role play – managing workplace
difficulties
STUDENT DECLARATION
I __________________________________________________________ declare that these tasks
are my own work.
None of this work has been completed by any other person.
I have not cheated or plagiarised the work or colluded with any other student/s.
I have correctly referenced all resources and reference texts throughout these
assessment tasks.
I understand that if I am found to be in breach of policy, disciplinary action may be
taken against me.
Student signature: ___________________________________________________________________________________
Student name: _______________________________________________________________________________________
Date: ________________________________________________________________________________________________

BSBMGT502 Page 9
In this assignment of role play is undertaken for the under-performance issues which are
faced by the organisation with some of their employees. For this the case of Mr. Wrong and
Ms. Jessica is considered. On the basis of their discussion the performance management plan
and learning and development plan is formulated with the help of which the company can
manage the issue related to their two underperforming employees (Stafford and Bond, 2020).
Employee: Mr. Wrong
Role: Customer Service Officer
Date:
Issues identified
that need to be
addressed
Discussion about
issues and
consequences
Agreed Strategies
including any
training
Follow up
Expectations and
schedule
Slow response to
the customers and
poor customer
service standards.
On the basis of the
feedbacks from the
customers it can be
analysed the
employees reply
rudely to the
customers due to this
their level of
experience diminishes.
As and when the
customers complain
him regarding the
issue faced by them in
context of the slow
customers services Mr.
Wrong reply to them
rudely. This has
adverse impact on the
business and the
consequences of this
can lead to loss of
On the basis of the
meeting with Mr.
Wrong it can be
identified that various
strategies need to be
undertaken for
managing the issues
such as training
sessions will be
organised for him so
that he can efficiently
operate the computer
system and the
installed software as
with the speed of the
responses will
increase. In addition to
this, Mr. Wrong is
expected to offer a
sincere apology is
provided from his side
The follow up will
directly be taken from
the customer as if they
have faced any such
issue again or not. To
fix the issue trainings
to Mr. Wrong will be
provided from next
week so that the harm
to customer
satisfaction can be
minimised.

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business for the
company. The
dissatisfaction level of
the customer will have
impact on other
customers as well as
they will publicize
their bad experience
with the company on
various platforms. Due
to which the company
need to emphasis on
extra efforts for
minimising the impact
of such negative
reviews on their future
business.
and assurance will be
provided to the
customer in context of
the non-repetition of
such behaviour
(Delamain and Spring,
2017).
Customers do not
receive their
goods on time
and due to which
they want to
return them as
well as they want
refunds because
of lack of
accuracy.
Here the issue is
related to the lack of
accuracy due to which
the delivery of the
goods is not done on
time and this leads to
loss of business for the
company. The
inefficiency in the
level of
communication has
affected the response
time and delayed in the
delivery and this will
affect the sales of the
company as the
On the basis of the
discussion with the
employee and the team
it is identified that
proper channel of
communication will be
identified and the
person responsible for
providing command
will be identified so
that
miscommunication
does not arises. In
addition to this
tracking system for the
delivery will be
Feedbacks from the
customers will be
taken and the
benchmarks will be
provided to the
employees according
to which they have to
improve their
performance. Reaching
to the benchmark will
ensure the fulfilment
of the expectations.

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customers will shift to
other who can provide
them prompt delivery
(Skirton, 2018).
implemented and the
employees will be
provided training for
the same. Also
automation will be
introduced in the
delivery system for
making faster delivery.
Employee
Signature: Date:
Manager
Signature: Date:
Employee: Ms. Jessica
Role: Office Administrator
Date:
Issues
identified that
need to be
addressed
Discussion about issues
and consequences
Agreed Strategies
including any training
Follow up
Expectations and
schedule
Absenteeism
without any
notification
On the basis of the
discussion it can be
identified that the Ms.
Jessica took leaves
without any prior
approval and without
any notification due to
which the work of the
company piled up due to
which the working of
As per the policies of
the company
disciplinary warnings
and disciplinary hearing
are offered to Ms.
Jessica so that neither
she get harm not the
organisation but if the
same situation take
place in future than it
For analysing the
expectation and for the
follow up the record of
the absenteeism will be
analysed as well as the
workload and piled up
work will be considered.

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other is getting affected
as she is in
administration
department where files
has to transfer from one
table to another. As
consequences of this
entire system is getting
affected (Arnold and
Boggs, 2019).
will be treated as
misconduct and the
employee will be
terminated as per the
policies of the company.
Professional
Counselling will be
organised for Ms.
Jessica so that the
improvement in her
behaviour can be
ensured.
Ignorance of
the warnings
by the
employee
Inspite of the verbal
warnings to the
employees it has taken
place and due to which
other employees may
attempt to do so. This
will adversely affect the
operations of the entire
organisation and due to
which services to the
customers will get
affected. In addition to
this the decision making
of the company will also
be affected as it can
have impact on the other
employees as well.
In this case the training
or counselling cannot be
provided as the verbal
warnings are avoided by
the employee so for
managing this station
warnings will be
provided in writing as
well as personally the
employee can be given
warnings. In addition to
this the letter of
termination can be
provided in case the
employee repeats the
case without any
warnings to them.
The follow up the time
period will be provided
to the employee in
which their
performances and
activities will be
analysed and on the
basis of that the
necessary actions in
context of their retention
or termination will be
taken (Muller, 2019).
Employee
Signature: Date:
Manager Date:

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Signature:
Learning and Development Plan – plan your development activities.
Skill Area Potential
Activity Timeframe Priority Achieved?
Comments
Communication
skills
For improving
the
communication
skills of the
employee along
with the team and
the customers,
they will be
provided
trainings and
sessions in
context of
interpersonal
skills. Also
interactive
discussions will
be organised for
them so that
understanding
can be developed
and better
communication
can be
established.
Such activities
will be organised
in the period of
every 10 days as
the improvement
in present
situation is must
for ensuring
timely delivery to
the customers
and improved
responses to the
customer queries.
The priority is
better
communication
with the
customers as
ineffective
responses to
them can affect
the overall image
of the
oragsnaition then
the company
must focus upon
communication
among
employees for
better delivery
(Kurtz, Draper
and Silverman,
2017).
On the basis of
the feedbacks of
the customers
and their level of
satisfaction the
achievement of
the trainings can
be identified.
Accomplishment
of the objectives
of the trainings
will facilitate to
the organisation
in ensuring their
objectives on
time.
Better
understanding of
the policies of
the organisation
Various sessions
will be organised
by the human
The session can
be organised in
every quarter but
The priority must
be the
understanding of
The achievement
of the efforts can
be ensured with

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through sessions
and counselling
resources
managers and
their team so that
they can make
their employees
understanding
regarding the
policies of the
company in
context of
absenteeism and
the possible
actions that can
be taken by the
company so that
they can ensure
that no
unacceptable
behaviour arises
from the
customers side.
the emails can be
send containing
all the
information
every month to
the employees so
that they can take
into
consideration the
factors along
with their impact
as per the
policies of the
company (Dillon,
Oliveira and
Abbasi, 2017).
the policies by
the employees
and their
compliances so
that the sessions
are not required
in every quarter.
the better
performances of
the employees
and reduced
activities such as
absenteeism etc.

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References
Books and Journal
Arnold, E.C. and Boggs, K.U., 2019. Interpersonal Relationships E-Book:
Professional Communication Skills for Nurses. Elsevier Health Sciences.
Delamain, C. and Spring, J., 2017. Developing baseline communication skills.
Routledge.
Dillon, M., Oliveira, F. and Abbasi, B., 2017. A two-stage stochastic programming
model for inventory management in the blood supply chain. International
Journal of Production Economics, 187, pp.27-41.
Kurtz, S., Draper, J. and Silverman, J., 2017. Teaching and learning communication
skills in medicine. CRC press.
Muller, M., 2019. Essentials of inventory management. HarperCollins Leadership.
Skirton, H., 2018. More than an information service: are counselling skills needed by
genetics professionals in the genomic era?. European Journal of Human
Genetics, 26(9), pp.1239-1240.
Stafford, M.R. and Bond, T., 2020. Counselling Skills in Action. SAGE Publications
Limited.