BSBSUS301 Implement and Monitor Environmentally Sustainable Work Practices

BUSINESS RESEARCH METHODOLOGY
Name
Date

Part A: Legislation Report
2 a) According to the Australian Human Rights Commission (2017), the Australian Human Rights
Commission is the The Commonwealth Body that is responsible for anti discrimination cases that
include, but are not limited to age, disability,religion, sex, and any other kinds of discrimination
b) The discrimination law titles in the Commonwealth of Australia include;
The Australian Human Rights Commission Act, 1986 which is the act under which the Australian
Human Rights Commission operates
The Sex Discrimination Act, 1984
The Disability Discrimination Act, 1992
The Age Discrimination Act, 2004
The Racial Discrimination Act, 1975
The Fair Work Act, 2009
c) Fair Work Act 2009
While all employers in Australia are required to adhere to and implement the requirements and
stipulations of the Fair Work Act, the responsibility for the administration of the Fair Work Act falls
under two bodies; the Fair Work Commission and the Fair Work Ombudsman. The Fair Work
Ombudsman is a body of the Australian Commonwealth Government charged with the duty of
ensuring that businesses, employers, and business owners comply fully with their designated
obligations as designated by the Fair Work Act on employment, and in accordance with any specific
State Laws on issues that include the minimum wages (national) and modern awards at the work
place. The Fair Work Commission is the other national body which is the national labor relations
and workplace tribunal of the Australian Commonwealth; the Fair Work Commission operates as
an independent body charged with the responsibility of providing the minimum safety net
conditions, making enterprise agreements, the award of national minimum wages, and facilitating
good faith collective bargains, according to the Australian Human Rights Commission (2017).
d) In the New South Wales State of Australia, the New South Wales Anti-Discrimination Act 1977 is
the preeminent State law that handle issues to do with discrimination at the workplace and the body
charged with the implementation of the law is the the Anti-Discrimination Board of New South
Wales (NSW) ; the Anti-Discrimination Board of NSW is also responsible for promoting equal
opportunity and provides overall administration of the anti discrimination laws. Further, the the
Anti-Discrimination Board of NSW also handles any complaints related to the workplace, guided
by the NSW Anti-Discriminatory Act, 1977, according to the Australian Human Rights Commission
(2017).

e) In the backdrop of the workplace/ on the job training, unlawful discrimination at work can
happen in situations where there is favoritism (so that a given party is less favored) or is
deliberately disqualified to qualify to receive training based on any other factors covered under the
State and National anti discriminatory laws. Such situations involve people qualifying for training
on the basis of gender, nationality, age, marital status, color, pregnancy, disability, ethnicity, sexual
preference, race, religion, or trade union activity, as well based on any other factor that is
considered discriminatory as specified in the applicable State and national anti-discrimination laws.
For example, when an employee that is considerably older is denied an opportunity for training on
new age technologies such as social media based customer service or a new information system
purely because of their age and the belief that they are old, have been with the new organization for
long, are not considered tech savvy, and that a new ‘younger/ fresher blood and approach is required
to bring a new dimension to the organization or business. Discrimination can also occur with regard
to training when people of a certain gender are denied training opportunities in a skill set believed
to be more suitable for people of the opposite gender
f) (i) Considering the case scenario, not only have Helen's employer broken anti discriminatory laws
based on the Fair Work Act, but has also acted in a manner that is unethical by being overlooked for
trained, based on the wrong assumption that because of her older age, she is not savvy in
Information Technology and the new Information System and as a consequence, would not benefit
from the training or add any value to the employer in its new information system implementation.
The employer has also acted unethically because of the assumption that she will not learn as fast
because she did not growth ‘with technology’ and so is accustomed to doing things the ‘old manual
way’.
(ii) The best advice to give Helen would first be to contact her HR (human resource) department,
raise a formal complaint and have the issue resolved internally. In doing so, she can also seek the
help of her union, if she belongs to one to help raise the issue. If the issue is not resolved, then she
can invoke the existing State and National laws such as those covered by the Fair Work Act and
contact the Fair Work Ombudsman to intervene. If this is not yielding the desired results, then she
will be advised to take formal legal action and sue the employer for damages due to discrimination
on the basis of her age. She will need to have concrete supporting evidence, for instance, through
correspondence with her HR department

Part B: Evaluating Performance and Learning Needs
Script on Evaluating the Training Needs for Mary
The suppositions made in building up this content is that Mary has been educated that she needs to
embrace extra parts and obligations to stretch out to client benefit, and being a director,
comprehends that she needs extra abilities and to go to a preparation to enhance her aptitudes, in
accordance with the new activity necessity and to meet hierarchical goals
Evaluator (Author): Hello Mary, trust you are doing admirably; as you were educated before by
official correspondence, the association considers you to be a basic individual as a manager; be that
as it may, we feel you can drive development in the organization advance by offering client
administrations and taking care of their needs, given your insight and involvement with the business
collected throughout the years and being a first contact with clients on many events
Mary: (Responds in the confirmed)
Evaluator: We have to build up a carefully fit preparing program for you and to do that successfully,
we have to comprehend your present aptitudes and build up the preparation program, so I will ask a
couple of inquiries
Mary: Okay, proceed
Evaluator: Are you skillful in the utilization of PCs for correspondence?
Mary : Yes, I can utilize a PC adequately for correspondence through email
Evaluator: Which do you believe is the most critical in guaranteeing the business incomes and
benefits keep on growing, gaining new clients or keeping up the current ones and keep them glad to
guarantee rehash buys?
Mary: Both are essential
Evaluator: Do you comprehend the utilization of online networking stages and do you figure they
can be utilized successfully to offer client benefit?

Mary: I don't utilize web-based social networking in particular and don't know it can be viably
utilized for client benefit, in my experience, the individual touch through up close and personal
correspondence or phone discussion is the most ideal approach to offer the best quality client
benefit
Evaluator: How might you deal with a discourteous and inconsiderate client who does not
comprehend the utilization of an item or its care and trusts the organization is the one on the off-
base?
Mary: First I would request that they quiet down and request that they clarify their concern, at that
point compassionately illuminate them that the organization isn't in charge of poor utilize or look
after the client issue and offer valuable proposals
Evaluator: in case of a few clients calling and showing up at the commence with their protests, how
might you deal with the circumstance?
Mary: I would give each a 'ticket' in view of their season of protestation and rundown down all
objections and figure out what I can deal with and raise what I can't deal with to the important
people and divisions; at that point do a catch up with the customer and check whether the issue has
been settled
Evaluator: Are you acquainted with PC programming for overseeing client issues and dissensions
Mary: No, I only have basic knowledge of computers

Self Evaluation Form
Self Evaluation Form
Purpose of the
evaluation
Name of Staff Position
Staff ID Envisaged new role/
tasks
Please answer the questions listed below as accurately and honestly as is possible
You are required to assess yourself by rating your capabilities on a scale of 1 to 5, where 1 being
the lowest score /very poor and 5 being having the highest / excellent skills
Question Response
Time management skills
Ability to Multi task
Interpersonal and communication skills
Knowledge of the products sold by the
company and general company policies
Knowledge of Social Media use in Customer
Service
Practical knowledge of the Microsoft Office
Suite for the following productivity
applications
Word Processing (MS Word)
Spreadsheets (MS Excel)
Presentations (MS PowerPoint)
E-Mail and Communication (MS Outlook)
Databases (MS Access)
Desktop Publishing (MS Publisher)
Diary and Organization (MS One Note)

Team-work skills
Self Motivation and Personal drive
Creativity and Personal Resourcefulness
Organizational Skills
Document Management
Problem solving skills
Date Signature (Staff)
Date Signature (Evaluator)
Comments By Evaluator
Recommended Training Areas
Feedback from Clients
Feedback
Purpose of feedback
Staff Name Staff Position
Date
Dear Client, as part of our endeavors to offer you better services, we are in the process of
evaluating our staff and their performance. We would like to get your opinions on a range of issues
to help use offer you better services. In this evaluation, kindly give your feedback on the following
issues on the staff mentioned above, it will take just a few minutes of your valuable time
Issue Response
Has Mary, the staff under review, ever served
you or dealt with you officially in any way?
(please select one)
Yes No

Give your opinion on her based on the issues listed below on a scale of between 1 and 5, where 1
is the lowest score on satisfaction and 5 is the highest score on your satisfaction with her delivery
Courteousness
Product knowledge
Ability to resolve complaints fast
Getting out her way to assist you
Follow up on issues raised by you
Enthusiasm when handling your issues
Areas where you feel Mary should improve on
(please just tick on one of the options
Product knowledge
Interpersonal and communication skills
Creativity in solving your issues
Manner of speaking (voice) and temperament
Creativity and Resourcefulness
Anticipation of complaints
Problem solving skills
Thank you for your feedback
Yes No
Yes No
NoYes
Yes No
NoYes
Yes No
Yes No

Part C:
The input from the self assessment and criticism from clients and individual perceptions
demonstrate that Mary needs preparing on utilizing the online networking and web customers, for
example, visit to offer successful client benefit. This is on the grounds that the utilization f web-
based social networking has developed with many individuals utilizing it; it is likewise an
extremely helpful instrument to pick up an inside view of what the clients consider the organization,
while additionally being a stage for immediate, one stop client benefit that can upgrade (or
something else) the notoriety of the association. Further, Mary requires preparing on the utilization
of spreadsheets (MS Excel), and in addition a database framework (MS Access). The assessment
and individual perception demonstrates that Mary still needs preparing on association and report
administration/documenting and in addition compelling office administration, given that she will
now play out the double parts of organization and client benefit. She likewise needs to figure out
how to utilize the organization bookkeeping and stock/arrange administration framework, and
particularly know have information on the organization's items and their estimating as she will be
required to surrender citations and call the pertinent individuals to redress any missteps to do with
arrange botches. She needs preparing on genius, inventiveness, and information of the
organization's items, arrangements, and culture as input from the client demonstrate that they have
dependably had questions whether Mary can resolve their grievances at whatever point they brought
in with an issue.
In view of this input, Mary requires an incorporated preparing conveyance strategy in which she
gets the hypothetical ideas on client benefit and different angles that she requires changes on, and
work shadowing in client administration and item learning territories. The zones where she needs
preparing incorporate;
Item learning on the organization's items and administrations, and additionally strategies
Office administration and organization skills
PC Skills (Microfot Office Suite Packages and Web based Computer Use)
States of mind for Service
Viable Complaint Resolution

Innovativeness and Resourcefulness
Being that Mary is as of now a representative with authoritative obligations, the preparation module
must think about this, alongside the need a financially savvy however high effect preparing module.
The proposed preparing and conveyance module for information of Microsoft Office Suite and
request administration framework will be through an address strategy including hypothesis and
down to earth preparing. The address technique will involve giving her a general comprehension of
PCs and Office bundles, and additionally exchanges, and useful lessons that will include making
situations and contextual investigations for an all adjusted preparing. There will be oral introduction
and additionally reasonable realizing where points are examined and after that she attempts down to
earth preparing by performing undertakings and having material (course content) to take away for
additionally perusing. Toward the finish of each course or area, she will sit a down to earth exam
and be assessed to gage her accomplishment of the learning results and be given a declaration .
Being that such courses can take long, she will be best prepared by going to low
maintenance/evening classes or potentially a cross breed in class and internet preparing, particularly
for individual practice.
For preparing on states of mind for administration, innovativeness and genius, and viable dissension
determination and in addition individual association and archive administration, Mary will require a
short escalated course like a class that keeps going seven days where she will be taken through the
hypothesis and have recreated experiential learning. Such learning can take seven days (five days,
full time) where she goes to the preparation solely and does a test to demonstrate information. As
these territories require persistent learning, she will then proceed with her preparation through a half
and half module with e-learning and online classes at her pace to accomplish confirmation in
Customer Service Management. This won't just be financially savvy over the long haul, however
will guarantee she acquires the critical aptitudes in client administration, for example, imagination
and powerful client grumbling determination in an escalated and centered preparing exercise with
handy reenactments .
As he criticism has demonstrated that she has challenges in giving client grievances given that
clients were uncertain whether she could resolve their issues, it infers Mary requires to know the
organization items and arrangements. She likewise needs to completely comprehend the procedures
associated with arrange administration by taking in the request administration framework. The most
ideal approach to take in these is by being given an organization arrangement archive and items
inventory, and all the more significantly, to attempt work shadowing at whatever point her

regulatory obligations permit. Occupation shadowing is an at work preparing where a worker that
wants to be comfortable with an alternate assignment/obligations, (for example, Mary in client
benefit) works with, watches, a takes after a man who is prepared and master in that specific
undertaking . This will empower her acquire extensive information on how client benefit operators
handle client dissensions; she will likewise find out about the request administration process so she
recognizes what to do if a client brings in with a protestation on a wrong request. This will likewise
enable her to comprehend the items offered by the organization through working with the business
group and in addition the buys group. Further, she will get a genuine ordeal of client benefit. This
preparation is exceptionally successful preparing as it doesn't bring about extra costs (which means
its profoundly practical) and gives Mary hands on involvement while gaining from masters as they
embrace their employments. This type of preparing won't disturb her day by day work calendar and
accord her very useful, proceeding at work preparing

References
1. Australian Human Rights Commission (2017). A quick guide to Australian discrimination
laws. Sydney: Australian Human Rights Commission.