Leadership and Management: Bounce Fitness Case Study

This article discusses the case study of Bounce Fitness and how leadership and management can be used to create effective workplace relationships. It covers topics such as employee management system, industry, active listening, non-verbal communication, consultation, cultural sensitivity, social sensitivity, networking, conflict resolution, and legislative requirements. The article also includes supplementary materials such as communication policy and procedures.

BSB50420 Diploma of Leadership and Management
Term 3 2022 assignment
BSBLDR523 Lead and manage effective workplace relationships
Assignment
Breakdown Result A
s
s
e
s
s
o
r
D
e
c
l
a
r
a
t
i
o

n
Knowledge criteria S NYS  I declare that I have conducted a fair, valid, reliable,
and flexible assignment with this student.
 I have provided appropriate feedback (including verifying all
answer pages within this assignment either on the check box or at the
answer fields as well as leaving comments in Canvas).
Performance criteria S NYS
Unit of Competency
Outcome C NYC
Assessor’s Initials and Date

 Employee
Management System
Employee management system helps to develop effective work relation in the organizations in term of
creating positive working environment, where employees communicate with each other appropriately
and effectively without facing varied challenges to do so.
 Industry to which the
workplace/ organization
belongs
In the sectors to which the workplace belongs also contribute to develop effective work relation, by
considering the needs and requirements of employees successfully.
 Active Listening
When candidates in the workplace listen actively, they may conduct effective practice in form of task
completion that improve work relation appropriately. It provide them chance to listen and then
perform together in the context of similar project.
BSBLDR523 Lead and manage effective workplace relationships V2021.1 □ NYS
 Non-verbal
Communication
It can be said that non-verbal communication skill creates the best work relationship in the
companies, in term of driving the attention of individual toward presenting their ideas, in written
format by using a specific or multiple tools.

 Consultation
The current concept is related and appropriate to workplace relation because it make managers and
leaders capable to ask and consider candidates’ views, when they conduct practice of taking right
decisions in organizational context. It may provide employees chance to become an essential part of
this process, where management attempt to make consultation with them about decisions they take
appropriately.
 Cultural sensitivity
Cultural sensitivity refers to the practice of developing understanding about cultural diversity in term
of differences and similarities between individual candidate in the workplace exist without assigning
them a value, either negative or positive. With this understanding, management may take approach to
effectively serve their facilities to each candidate, without considering their background and making
differences based on this term.
 Social sensitivity
Social sensitivity is defined as personal capability among people which enable them to understand,
perceive and respect the views and feelings of others. This ability is relevant to work relationship,
because of making each employee able to respect others feeling and consider the same while working
together. It may play significant role in the context of completing varied collaborative projects.
 Networking
Networking refers to the procedure of exchanging essential and beneficial information as well as
ideas among employees with a common professional that help to create positive workplace relation.
This process is effective because of making candidates capable to share common data that they
utilized appropriately to reach desire outcomes. When the information and sources of share the
things is appropriate it helps to increase their productivity.
 Conflict resolution
Conflict resolutions is essential in the organizations because of making people capable to work
collaboratively and effectively, instead of facing challenges to do that. When management solve the
conflict in the work area appropriately, they may provide employees opportunity to work together for
longer and in productive manner, that in turn create work relations stronger than ever successfully.
BSBLDR523 Lead and manage effective workplace relationships V2021.1 □ NYS

Legislative requirement Explanation on how each requirement can be implemented to manage
effective workplace relationships (answers should not exceed 60-word
limit).
 It is unlawful for a
person to do an act,
otherwise than in private
if the act is certain to
offend, insult, humiliate
or intimidate another
person.
The current legislative requirement is quite easy to implement in the workplace, for purpose of
managing effective work area relationship for the high authority, as they may follow the Racial
Discrimination Act 1975. Along with that, management may generate awareness among employees
related to the same legislation, which make assure that no one conduct unlawful act that insult or
humiliate other person.
 It is unlawful to make
another person leave or
stop using any place,
vehicle, or any such
facilities because of their
race, colour, or national or
ethnic origin.
In the organizations, managers and leaders effectively manage effective workplace relationship in
term of considering the current requirement and implementing the same, by developing a policy or
rule according to Racial Discrimination Act 1975. According to that act, individual person in the
workplace will be punished to criticize a person based on their race, ethnic origin and other
discriminative factors.
 Identify at least one
method that can be used to
develop a process for
consulting with employees
Face to face meeting is the best technique that utilized to develop the procedure of consultation with
candidates. This form of communication helps to make good relation between managers and
employees, through which they may share and provide useful information to each other. They may
consult and solve the issue, which is beneficial for both in varied terms such as aim achievement.
 Identify at least one
method that can be used
to develop a process for
conflict management
Effective collaboration in the recent time, is considered as the best approach or method that managers
in the world of business, utilize to conduct a specific practice and that is conflict management. It can
be said that the combination of being cooperative and assertive, those who collaborate effort to work
with other candidates to determine a solution that satisfy individual concerns, provide several
benefits.
 Identify at least one
method that can be used to
develop a process for task
issue management
Effective team formation is one of those effective methods that used in the workplace for purpose of
developing strategic procedure of issue management, that is essential for managers to do that. As it
helps to create workplace relation better than last few years or weeks, which in turn lead to increase
organizational performance and productivity, along with employees as well.
Checklist/ performance
criteria matrix for Short
Answers Questions (for
Assessor use only)
Instructions to Assessors
This checklist is to be
used to record the

student’s responses to
the questions outlined in
Q1. to Q6. When
completing this
checklist, you must
ensure that:
Each checklist item is
assessed against the
criteria listed.
An assignment result,
either Yes or No, is
recorded in one of the two
columns on the right of the
checklist.
Feedback is provided to the
student in the assignment
cover sheet and/ or, at the
Canvas commentary
section.
Did the learner: Yes N
o
Answer all short questions covering: Relating to unit’s performance
criteria:
 Briefly explain how each system supports the
development of effective work relationships:
o Employee Management System
1.1 Identify required processes for
workplace collaboration according
to organisational policies and
procedures
1.2 Develop consultation processes
for employees to contribute to issues
related to their work role
1.3 Develop processes for
conflict management
1.4 Develop processes for
escalated issues or refer to
relevant personnel
o Industry to which the workplace/ organization
belongs
 Briefly explain how each policy and procedure
supports the development of effective work relationships
o Communications Policy and Procedures
o Employee Relations Policy and Procedure
 Briefly explain how each communication skill
identified can help improve work relationships:
o Active Listening
o Non-verbal Communication
 Briefly explain how each concept listed below is
relevant to workplace relationships:
o Consultation
o Cultural sensitivity
o Social sensitivity
o Networking
o Conflict resolution
 Access the legislation applicable to the NSW
state and briefly explain how each legislation relevant
to managing
effective work relationships can be
implemented in the workplace.
 Identify methods that can be used to develop
processes for the following situations:
o Identify at least one method that can be
used to develop a process for consulting
with employees
o Identify at least one method that can be
used to develop a process for conflict
management
o Identify at least one method that can be
used to develop a process for task issue

management

Result  Satisfactory  Not Satisfactory Assessor initial & date
Performance criteria: Case study/ project portfolio/ observation
The Practical Assessment is a set of tasks that must be completed in a workplace, or in an environment
with conditions like that of a real workplace.
To be assessed for this unit of competency, you must demonstrate your skills and knowledge to lead
and manage effective workplace relationships.
The Practical Assessments in this assignment include:
Task 1 - Establish Effective Workplace Relationship Processes
Task 2 - Manage Task Issues
Task 3 - Manage Workplace Conflict
Task 4 - Review Management of Workplace Relationships
Tasks and activities in this project assessment require you to have access to a workplace or a similar
environment.
Case study
Introduction
Bounce Fitness is made up of four fitness centres. Head office is currently established in Cairns,
Queensland. The other centres are in Brisbane, (Queensland), Sydney, (New South Wales) and
Melbourne, (Victoria). It is the intention of the Board of Directors that a new centre will be opened in
Perth, (Western Australia).
It was established in 2001 by Margaret House as a single aerobic studio. After two years membership
increases demanded the small, leased centre be expanded and a new facility was built on land
purchased by the organization. In 2004 a second center was established in leased premises in Brisbane
and then Sydney and Melbourne in the subsequent two years.
The Head Office remains in Cairns and a Board of Directors has been established to oversee the function
of the business in all the centres. Each centre has a manager, who reports to the CEO in Cairns, and a
team of permanently employed fitness instructors and other casual instructors, all of whom report to the
Centre Manager. The business is operated on best business practice and complies with all legislative
requirements, local by-laws and is registered with the national body.
Bounce Fitness intends to market its brand through excellence in service and expertise to establish
itself as a premier provider of fitness and wellness in Australia. Much time is invested in training the
Centre staff to upgrade their professional skills and in customer service to foster a loyal member base.
Classes are innovative and varied with regular changes to routines and activities.
Bounce Fitness has developed choreographed fitness moves with accompanying music which is geared
to the varying interests, needs and goals of the member group. It is intended that all around Australia,
gym and fitness centre members will continue to be enhancing personal performance through classes
designed and produced by this business. Classes are coupled with state-of-the-art fitness equipment to
cater to those who prefer resistance training to aerobic workouts. Additional free weights allow for use
by even die-hard lifters.
All centres are carpeted in areas used for stationary activities, spacious, well-ventilated, and air-
conditioned to make the environment as safe and comfortable as possible. They are light and feature
wrap-around mirrored walls. The decor was designed by a Brisbane firm and is updated every three
years. There are showers, toilets, lockers.

BSBLDR523 Lead and manage effective workplace relationships V2021.1 Assessor use □ NYS

Each centre features a retail section selling fitness shoes, clothes, and other related fitness items. There
is a small cafeteria which is leased to a provider who supplies healthy, low-calorie drinks and light food.
Each Centre has regularly scheduled aerobic classes ranging from high intensity to low intensity. The
scheduling is left to each Centre but must sustain a minimum average of twelve in each class for them to
continue to be held. The style of classes changes as new methods are developed to sustain interest and
provide variety.
Circuit classes are also scheduled for groups who move in a circuitous rotation around the different
resistance equipment sequentially as instructed by the instructor. They are required to complete interval
aerobic exercises during the completion of a class to enhance the value of the workout. Very low
intensity classes are also held in age care facilities to keep residents active and incorporate light weights
to keep them healthy. This exercise contributes to the physical and mental health of participants as well
as providing an interest in their day.
Special classes are held in high schools for senior students, sheltered workshops and other special
situations as requested and are operated at minimal or no cost as a community service. Funding is
primarily from memberships. Memberships are sold on one-, three-, six- and twelve-monthly basis on a
decreasing fee scale. Casual members are welcome, but the daily rate is a premium one.
Each Centre sells memberships to 120%. This means that at peak times it could be quite crowded, but
experience demonstrates that there is a maximum of 80% usage. The retail arm of the business accounts
for about 30% of the takings from each centre. The strategic plan for retail is set to increase investment
in sales this year to 35%. Each Centre will be given a budget to develop and implement a sales and
marketing plan to trial. The most successful may be implemented nationally and will attract an incentive
for the most successful Centre. The catering facilities are currently leased to private operators, and this is
reconsidered during each annual planning session by the Board, which produces 5% of the income, less
than the rent off-set.
BSBLDR523 Lead and manage effective workplace relationships V2021.1 □ NYS

Supplementary Case Study Materials (please use
these documents to assist in your assignment)
1. BSBLDR523 Case Study - Bounce Fitness - Communication Policy and Procedures V2021.1 1 of
9
2. BSBLDR523 Case Study - Bounce Fitness - Complaints and Grievance Policy V2021.1 2 of
9
3. BSBLDR523 Case Study - Bounce Fitness - Code of Ethics V2021.1 3 of
9
4. BSBLDR523 Case Study - Bounce Fitness - Workplace Harassment Prevention Policy V2021.1 4 of
9
5. BSBLDR523 Case Study - Bounce Fitness - Policies and Procedures for Meetings V2021.1 5 of
9
6. BSBLDR523 Case Study - Bounce Fitness - Conflict Resolution Policy and Procedure V2021.1 6 of
9
7. BSBLDR523 Case Study - Bounce Fitness - code of Conduct V2021.1 7 of
9
8. BSBLDR523 Case Study - Bounce Fitness - Employee Relations Policy and Procedures V2021.1 8 of
9
9. BSBLDR523 Case Study - Bounce Fitness - Diversity Policy V2021.1 9 of
9

Candidate’s name
Assessor’s name Erwan Tjan
Work activity
The
candidate
must
demonstra
te the
ability to
complete
the tasks
outlined in
the
elements,
performan
ce criteria
and
foundation
skills of
this unit,
including
evidence
of the
ability to:
 Ta
sk 1 -
Identify
required
processes
for
workplace
collaborati
on
according
to
organisatio
nal policies
and
procedures
 Ta
sk 2 -
Develop
consultati
on
processes
with an
employee
to resolve
a conflict
managem
ent
according
to
organisati
onal
policies

and
procedure
s
 Ta
sk 3 –
Proposing
an
effective
workplace
relationshi
p process,
delegate
responsibil
ities for
work task,
identify
support
measures
for team
collaborati
ons and
minimize
workplace
conflicts
To complete
this
assignment,
you will need
to relate a
case
simulation in
terms of
selecting the
appropriate
workplace
documentati
on to
support:
two related
workplace
collaborations
one related
workplace
conflict
management
one related
workplace
task issue
management
Observation done ☐ In person (no screenshot required) ☐ Via remote (insert screenshot
below)

Please note:
l Zoom Meeting
Screenshot (of yourself
only; strictly no group nor
selfie shots) must include
your name in the image.
l Resize landscape
image to fit into space
provided on the right.
Date of observation

Completed by
Company name B
o
u
n
c
e
F
i
t
n
e
s
s
Workplace location ☐ Cairns ☐ Brisbane ☐ Sydney ☐ Melbourne
Document no. 202110-001 Date completed
 Select within the
related organisation or
work area of your
choice (select only one
option) and select the
appropriate policy and
procedure to address
this work area
collaboration (select one
option only)
Work area of concern A
p
p
l
i
c
a
b
l
e
p
o
l
i
c
y
&
p
r
o
c
e
d
u
r
e
*
☐ Communication
s at work
☐
Communication Policy & Procedures (refer to
1.1. BSBLDR523 Case Study - Bounce Fitness -
Communication Policy and Procedures
V2021.1)
☐
Complaints & Grievance Policy (refer to 2.2. BSBLDR523 Case Study - Bounce Fitness -
Complaints and Grievance Policy V2021.1)
☐ Breaching
the code of
ethics
☐ 3. Code of Ethics (refer to 3. BSBLDR523 Case Study
- Bounce Fitness - Code of Ethics V2021.1)
☐
Workplace Harassment Prevention Policy
(refer4. to 4. BSBLDR523 Case Study - Bounce Fitness
- Workplace Harassment Prevention Policy
V2021.1)

☐ Team conflict
☐
Policies & Procedures for Meetings (refer to
5.
5. BSBLDR523 Case Study - Bounce Fitness -
Policies and Procedures for Meetings
V2021.1)
☐
Conflict Resolution Policy & Procedures
(refer
6. to 6. BSBLDR523 Case Study - Bounce Fitness
- Conflict Resolution Policy and Procedure
V2021.1)
☐
Staff
behavioural
conduct
☐ 7. Code of Conduct (refer to 7. BSBLDR523
Case Study - Bounce Fitness - code of Conduct
V2021.1)
☐
Employee Relations Policy & Procedures8. (refer to 8. BSBLDR523 Case Study - Bounce Fitness -
Employee Relations Policy and Procedures V2021.1)

 Provide a brief to
the work area of
concern
This area of work will cover communications at work which briefly describes about the what
kind of communication policy and procedures are formed by bounce fitness. The issue related
to communication in the workplace is based on lack of motivation, poor listening skill and
cultural differences.
 Identifying the
process for workplace
collaboration
The process of workplace collaborations aligns with effective communication plan or policy, as
Bounce Fitness specialize in providing exercise group programmers, dance classes and
personal fitness services. The aim of this policy is to standardize effective and useful
communication channels within the organization. Another practice include in this policy is
social media utilization, as management tend to engage each candidate in that practice to
collaborate and interact with each other appropriately, without making any mistake that put
negative impact on their performance and effectiveness, which is really quite essential for
management to do that.
Application of policy & procedure meets the workplace
collaboration requirements Yes No
CEO’s initials Date
Completed by
Company name B
o
u
n
c
e
F
i
t
n
e
s
s
Workplace location ☐ Cairns ☐ Brisbane ☐ Sydney ☐ Melbourne
Document no. 2
0
2
1
1
0
–
0
0
2

Date completed

 Select within the
related organisation or
work area of your choice
(select only one option)
and select the
appropriate policy and
procedure to address
this work area
collaboration (select one
option only)
Work area of concern A
p
p
l
i
c
a
b
l
e
p
o
l
i
c
y
&
p
r
o
c
e
d
u
r
e
*
☐ Communication
s at work
☐ Communication Policy & Procedures (refer to
1.1. BSBLDR523 Case Study - Bounce Fitness -
Communication Policy and Procedures V2021.1)
☐
Complaints & Grievance Policy (refer to 2.2. BSBLDR523 Case Study - Bounce Fitness - Complaints
and Grievance Policy V2021.1)
☐ Breaching
the code of
ethics
☐ 3. Code of Ethics (refer to 3. BSBLDR523 Case Study -
Bounce Fitness - Code of Ethics V2021.1)
☐
Workplace Harassment Prevention Policy
(refer to4. 4. BSBLDR523 Case Study - Bounce Fitness - Workplace
Harassment Prevention Policy V2021.1)
☐ Team conflict
☐
Policies & Procedures for Meetings (refer to 5.
5. BSBLDR523 Case Study - Bounce Fitness - Policies and
Procedures for Meetings V2021.1)
☐
Conflict Resolution Policy & Procedures
(refer
6. to 6. BSBLDR523 Case Study - Bounce Fitness - Conflict
Resolution Policy and Procedure V2021.1)
☐ Staff
behavioural
conduct
☐ 7. Code of Conduct (refer to 7. BSBLDR523 Case
Study
- Bounce Fitness - code of Conduct V2021.1)
☐
Employee Relations Policy & Procedures
(refer
8. to 8. BSBLDR523 Case Study - Bounce Fitness -
Employee Relations Policy and Procedures
V2021.1)
 Provide a brief to
the workplace issue
(answers should not
exceed 30-word count
limit)
Breaching the code of ethics is another area of concern, which drive the attention of
management in the Bounce Fitness toward, implementing relevant policy about chosen area.

 Identifying the
process for workplace
collaboration (provide a
summary justifying the
use of the selected policy;
not exceeding the 100-
word count limit)
Under code of ethic, workplace discrimination related concept is covered, that impact
management decision in the organization. It drives their attention toward forming and
implementing workplace harassment policy, according to which management plan to provide
workplace harassment awareness training to individual candidate. Thus, regarding this policy,
they collaborate with candidates by following the appropriate procedure, which include
practice of face to face communication. It enables everyone to collaborate and coordinate with
each other for purpose of sharing information about policy and make discussion about how to
consider while conducting practical things with all the employees, without making any
differences on the base of discriminative elements.
BSBLDR523 Lead and manage effective workplace relationships V2021.1 □ NYS

Application of policy & procedure meets the workplace
collaboration requirements ☐ Yes ☐ No
CEO’s initials Date
Completed by
 Select appropriate
consultation area
☐ Achieve organizational goals ☐ Team integration
☐ Work culture ☐ Training and development
☐ Employee motivation ☐ Workplace empowerment
☐ Retention ☐ Performance & compliance

Workplace location ☐ Cairns ☐ Brisbane ☐ Sydney ☐ Melbourne
Document in reference ☐ 202110-001 (OGP # 1) ☐ 2
0
2
1
1
0
-
0
0
2
(
O
G
P
#
2
)
Date completed (DD/MM/YYYY) Time completed
Mode of meeting ☐ Face-to-face meeting ☐ Z
o
o
m
M
e
e
t
i
n
g
p
l
a
t
f
o
r
m
Meeting held in ☐ Consultation Room 1 ☐ R
e
m
o
t
e
l
o
c
a
t
i
o
n
Communications at work (issues can be based on cultural differences, lack
of
☐ motivation, listening skills, written communication quality, appropriate
communication tools, or oversharing)
 Affected ☐
Breaching the code of ethics (issues can be based on unethical
leadership, toxic workplace culture, discrimination and harassment,

organisation or
work area
unrealistic and conflicting goals, or questionable use of company
technology)
☐ Team conflict (issues can be based on task conflict, relationship conflict
or process conflict)
Staff behavioural conduct (issues can be based on fear, denial, pride,
☐ defensiveness, not taking responsibility, lack of self-discipline, lack of goals,
negative/ pessimistic attitude, and lack of support)
 Provide a
simulated narrative to the
affected organisation or
work area
Team conflict is the main work area, that has been affected negatively because of varied
activities conducted in the workplace in the Bounce Fitness. It impacts in term of decrease
employee’s performance and relation between candidates who attempt to achieve the aim and
objectives of company, by conducting collaborate and effective practices. Conflict resolution
policy in the organization help candidates to perform better in term of achieving aims that
management set it out, to gain more benefits in the bulk.
Staff in attendance Sam Worthington
Position held
☐ Fitness Instructor ☐ Administrative – General Office
☐ Marketing – Advertising ☐ Administrative – Front Desk
☐ Marketing – Sales &
Promotions
☐ Marketing – Customer Service

 Policy &
procedure* in use
☐ Communication
Policy & Procedures ☐ Policies & Procedures for
Meetings
☐ Complaints & Grievance Policy ☐ Conflict Resolution
Policy & Procedures
☐ Code of Ethics ☐ Code of Conduct
☐ Workplace Harassment
Prevention Policy ☐ Employee Relations
Policy & Procedures
You: (Knocking on the door) Good morning, Sam; please come in
and have a seat.
Sam: Good morning to you too; thank you. (Takes a seat)
Clarifying with the
employee on his/
her request to
You: I want to make an important
discussion with you and that is related to
communication at workplace, I want that
each employees in the work area utilize
specific and effective communication
tool to share information with others,
including management.
discuss about
work area of
concern Sam: Thank you for understanding our
need as we are facing issue to
communicate adequately with each
other, because of varied reasons.
You: It’s my responsibility to take care of
employees need and solve any issue
that they have.
Sam: I will make sure I will work harder
and support others to make their
communication effective. As it helps to
achieve business aim and strategic
objectives which is important for me and
my team members to reach.
 Obtaining
feedback from
employee about the
issue faced
You: Sam, I had invited you to be here, for purpose of obtaining feedback
about issue you and other candidates are facing.
Sam: We are facing issue related to communication, which we tend to

overcome by applying varied technique and tend to get support from high
authority, which I know is quite essential and possible, if management
understand that.

 Obtaining
feedback from employee
about the issue faced
You: we understand that communicate in the workplace is quite essential
and beneficial too, especially when employees have appropriate tool and
technique, which they used to share and obtain information. Thus, we are
here to help you by developing communication policy.
Sam: Thanks you sir, for your support and understanding, as I want to
share information about issue we are facing is lack of communication
source, that decrease candidates performance and productivity.
You: Yes, we understand that thing and effort to solve issue by applying
policy in term of providing and directing utilization of social media and
other tools of communication. We also plan to inform employees about
utilization of the best email application or tool that help to increase
productivity, better than before.
Sam: due to failure of disperse, and lack of factual communication, I am
facing issue to communication effectively with other, so can you please
help me and other employees out of this worst situation.
You: Yes of-course we will help you as we are developing the policy, which
make assure issue had resolved appropriately, without putting any major
impact on you and others performance in the workplace, who are tending
to achieve the goals and effort to make company more productive and
profitable.
Sam: Thank you so much sir to support us and give direction to solve issue
that plays important role to increase your productiveness.
 Using the
selected organization
policy and procedures
as a guide to address
the work area of
concern
You: According to the policy, we are confirming reliability of sources of
data and checking the actual things before disseminating info. Along with
these practices, we are planning to utilize useful software and tools to
verify the published data.
Sam: We expect that these approaches and attempts solve the issue we
are facing in the work area. We want to obtain appropriate directions
about using tool and software as well.
You: Yes Sam, I also planned to consider this concern and need as well,
which will help you to interact with others, for varied reasons.
Sam: Your concern and support boost my confidence and for which I
thanks to you.

BSBLDR523 Lead and manage effective workplace relationships V2021.1 □ NYS

 Using the selected
organization policy and
procedures as a guide,
you are to address the
work area of concern.
You: Sam, can you please specific your needs and requirements so that we
can make any change if require in our policy about communication and
also with the process that implement in the workplace.
Sam: Sir, I expect to obtain information about process and policy that you
are planning to implement, because we want to get myself ready to
accept these concepts that might be make slight changes in daily practice
and activity.
You: Yes, we will attempt to do that, but we also require your and other
employees support to implement policy, as it is quite essential for
everyone, including managers and leaders in the work area.
Sam: Yes sir, I will always support management and other candidates,
whether they are new or existing to achieve any aim and objective that
benefits Bounce Fitness.
Provide an You: I had developed a process of consulting for conflict resolution
according to which mangers and leaders and other supervisors must be
aware of potential ramification of their actions, when they attempt to deal
with candidates issues, which is important for them.
explanation on
the organization’s
procedures of
consulting for Sam: Sir what are the benefits we obtain by having this process and after
implementation of the same in the workplace. As it can help me out of
current situation that impacted negatively upon my work and
performance.
conflict resolution
You: There are a lot of benefits you and your co-workers while working in
the organization obtain after plan or process implementation. According to
the process, managers make assure that candidates are treated with
equality, fairness and respect, which means all employees obtain fair
growth chances.
Sam: Sir can we make discussion about conflict and issue with managers,
and leaders, in the workplace, to get their support and suggestions for
purpose of handling situation.

You: Yes you can do that. As no one can stop any employee to discussion
issue with their supervisors. It is the best action that help to make
communication better and workplace creative as well as productive
Sam: Thank you, sir for supporting us and giving the best facilities in the
workplace, which we consider as motivation factors that motive us to grow
and enable firm to do that appropriately.

 Provide an
explanation on the
organization’s processes
for handling grievances
and dispute resolution
You: along with the other actions and practices that we plan to conduct in
the workplace, I also approach to engage human resource manager in the
context of conflict resolution strategy. As managers and leaders are
accountable to coordinate with them.
Sam: It helps in varied terms, especially in case of making workplace more
productive, and creating positive environment in the organization where I
can work productively and effectively.
You: I also plan to assess employee’s engagement in covering agreement,
according to which manager conduct this practice and make sure that
documents are appropriate for grievance processes. Employees
engagement is important for me in regard to decision making and other
practices.
Sam: Sir thank you so much for making these efforts that valued and
consider my concern, which I expect from management to do that. It helps
to increase my productivity and boost confidence level.
You: Sam, please share this information with other candidates as well, just
to aware them about issue solve for which management efforts a lot. They
attempt to conduct practice of workplace analysis to collect information
about overall situation.
Sam: I will support them to do conduct this practice appropriately and
systematically, without any issue. I will also effort to generate awareness
about policy and process of conflict resolution, among employees who are
working with me and individually.
You: Thank you Sam for your support and engagement in the context of
policy and process implementation in the workplace, which I assure you
benefits in each and every manner.
Sam: Pleasure is all my Sir, I will update you about any issue that arise in
the work area, where I am working with few candidates in a group,
excluding others who are also working to reach desire outcomes.
Confirm
suggestion/s You: Sam, can you do few things to make workplace hazard free and
positive all the time. As we want appropriate information about issues that
employees are facing can you do that for me.

Sam: yes sir, I will give you the information about every concern or issue
that employees are facing, so that you can plan to solve that.

 Confirm
suggestion/s You: Along with that, can you please coordinate with other and
communicate about what issue they have and attempt to solve as soon as
possible because of which aim are unable to achieve by them.
Sam: Yes sir I will do that without making any mistake and issue.
 Provide a closure
discussion by
reminding the employee
on process for
escalating issues to
relevant personnel
You: Sam, I provided some responsibilities and roles to managers,
supervisors and human resource department, so we can coordinate with
them in case when I am not available in the premise.
Sam: yes sir I will approach them and discuss about what I need to do to
solve the issue that impact everything from productivity to performance
and aim achievement to formulation of strategic goals.
You: that is great, as it help me and my management to make workplace
better for you and for everyone, whether they are existing or new
candidates.
Sam: sir if anything I would do to achieve aim, please tell me and my team
members as we are ready to support you and your management.
You: Yes Sam I will let you know if we need your support and any kind of
suggestion that help us out of the current situation that impacting
employees and business performance in negative manner.
Sam: Sir can we get information about further actions taken in response
workplace conflict before implementing any.
You: Yes u can through the managers or other supervisor, under the
guidance of human resource managers.
Sam: Thank you sir.
You: Thank you, Sam for coming forward to have a discussion with me.
Sam: Thank you for making the time to see me. (Exchange of handshakes)

Did the learner: Yes N
o
Answer all case study covering: Relating to unit’s performance criteria:
 Selecting an Organisational Collaboration
Processes (OGP) # 1 within the related
organization or work area of choice:
o identifying work area of concern
1.1 Identify required processes for workplace
collaboration according to organisational
policies and procedures
1.3 Develop processes for conflict
management
2.3 Identify and address issues in workplace
relationships according to processes
established
o relating to applicable policy & procedure
to address area of concern
o justifying the use of the selected
policy & procedure to apply to the
area of concern
o identify the appropriate policy & procedure
to be used in the consultation process
 Selecting an Organisational Collaboration
Processes (OGP) # 2 within the related
organization or work area of choice:
o identifying work area of concern
o relating to applicable policy & procedure
to address area of concern
o justifying the use of the selected
policy & procedure to apply to the
area of concern
o identify the appropriate policy & procedure
to be used in the consultation process
 Conduct a consultation meeting with
employees covering:
o identified the appropriate consultation area
1.2 Develop consultation processes for
employees to contribute to issues related to
their work role
1.3 Develop processes for conflict
management
o selected the appropriate process to facilitate
the consultation with employee
o identified work area of concern
o explained the work area of concern
o clarifying with the employee on his/ her
request to discuss about work area of
concern
Did the learner (cont.): Yes N
o
Answer all case study covering: Relating to unit’s performance criteria:
o obtaining feedback from employee about
the issue faced 1.2 Develop consultation processes for
employees to contribute to issues related to
their work role
1.3Develop processes for conflict
management
3.1 Seek feedback on management of
o using the selected policy and procedures
to address work area of concern
o provide an explanation on the
organization’s procedures of consulting
for conflict resolution

workplace relationships from relevant
stakeholders
o confirm suggestion/s
o provide a closure discussion by reminding
the employee on process for escalating
issues to
relevant personnel
1.4 Develop processes for escalated
issues or refer to relevant personnel
 Selects and uses appropriate conventions
and protocols to conduct consultations with
relevant stakeholders:
o Explains the purpose of the consultation
o Discusses the target outcome of the
consultation
o Follows the time allotted for each
discussion point in the consultation
1.2 Develop consultation processes for
employees to contribute to issues related to
their work role
2.3 Identify and address issues in workplace
relationships according to processes
established
 Conducts the consultation meeting and
presents all details of the policy and procedures
document:
o implementation processes of the policy
2.2 Collaborate and support team to
perform work tasks
2.3 Identify and address issues in
workplace relationships according to
processes established
o speaks clearly and in an appropriate
volume
o establishes and maintains eye contact
o using hand or arm gestures to emphasise
points in the discussion
o explains concepts or jargons that are unclear
to audience
 Seek feedback from stakeholders on the
performance of processes developed:
o Asks follow-up questions to clarify
information received
1.1 Identify required processes for
workplace collaboration according to
organisational policies and procedures
1.4 Develop processes for escalated
issues or refer to relevant personnel
2.2 Collaborate and support team to
perform work tasks
3.1 Seek feedback on management of
workplace relationships from relevant
stakeholders
o Provides relevant responses to the person’s
questions
o Uses open-ended questions to quickly
review the topic discussed
o Summarises discussion point or questions
from speaker to confirm understanding

Result  Satisfactory  Not Satisfactory Assessor initial & date

Task 3: Proposing an effective workplace relationship process, delegate responsibilities for work task,
identify support measures for team collaborations and minimize workplace conflicts
This part of the project requires you to manage task issues. Specifically, you are required to:
l Delegate and confirm responsibilities for fulfilling work task
l Collaborate and support team to perform work task
l As the General Manager for Bounce Fitness, you have been directed by the CEO (your
classmate/ Trainer can undertake this role) to undertake the task to implement a new policy
on Diversity (refer to 9. BSBLDR523 Case Study - Bounce Fitness - Diversity Policy V2021.1)
starting off with the Fitness Centre in Sydney as a pilot run of the system in the
organization.
l Conduct a meeting to discuss the task that the team (your classmate/ Trainer can
undertake this role) will undertake covering:
l Review the newly developed organization’s Diversity Policy (refer to 9. BSBLDR523 Case
Study - Bounce Fitness - Diversity Policy V2021.1)
l Select appropriate legislation (e.g., Equal Employment Opportunity Act 1987 or Racial
Discrimination Act 1975) and regulatory (e.g., Fair Work Regulations 2009 or Work Health and
Safety Regulations 2011) requirements to support the implementing this policy for the
organization
l Table a proposal during the meeting to implement the policy
l Develop an action based on the prescribed implementation process and dates for each action item
l Provide a strategy framework to improve team collaborations and minimize workplace conflicts
l Explain the policy review process for continuous improvement using the PDCA model
l Obtain feedback from stakeholder on the proposed new policy implementation
Observation done ☐ In person (no screenshot required) ☐ Via remote (insert Zoom
screenshot below)
Team member:
 Zoom Meeting
Screenshot (of
attendee only; strictly
no group shots) must
include their name in
the image.
 Resize
landscape image to fit
into space provided
on the right.
Date of observation

Meeting name New Policy
Implementation
Date (DD/MM/YY) 30/July/2022 Time 10 Am
Meeting facilitator Manager Location In premise.
Meeting objective To generate awareness about new
policy implementation related to
diversity.
Attendee # 1 Head of human resource department Initials
Attendee # 2 (CEO) Chief executive officer Initials
Agenda Owner Time am/pm
Welcome note
CEO 10 AM
Matters arising Manager 11 AM
a. Introduction of the new Diversity Policy
Yes 11:30 AM
b. Rationale for implementing the policy based on: Yes 11:30 AM
i. How this policy relates to (selected)
legislation requirements
Yes 11:30 AM
ii. How this policy relates to (selected)
regulatory requirements
Yes 11:30 AM
c. Action plan to implement the new Diversity Policy
Yes 12 PM
d. Strategies to improve team collaborations and
minimize workplace conflicts
Yes 12 PM
e. Review of policy implementation for
continuous improvement by using the PDCA
model
Yes 12 :30 PM
f. Stakeholders’ feedback
Yes 2:00 PM
Conclusion Manager 3:00 PM
Meeting
Minutes
Template
(cont.) –
Minutes
(discussions for
the said topics
are to be
recorded

below).
Topic Owner Time a
m
/
p
m
Introduction
It is important for management to arrange a meeting session in the workplace with
employees to aware them action they plan to take.
Manager 10 A
M
Matters arising
a. Introduction of the new Diversity Policy
In the Bounce Fitness, management attempt to develop new diversity policy,
according to which they plan to hire employees from all over the world,
which is quite essential for them to do that. They also approach to provide
diversity training to employees, for purpose of developing their
understanding related to the concept.
Manager 11:00 A
M
b. Rationale for implementing the policy
The main motive or reason for implementing new diversity policy is to make
workforce in the organization quite diverse and wide, which help
management to increase productivity and take pleasure generating revenue.
With divers and wider workforce management achieve the goals and
objectives.
CEO 11:30 A
M
i. How this policy relates to legislation requirements
Select one
☐ Equal Employment Opportunity Act 1987
☐ Racial Discrimination Act 1975
Provide
an
explanatio
n how it
relates to
the
proposed
Diversity
Policy
Equal employment opportunity act 1987, is related to diversity
policy that management proposed to treat everyone in the
workplace equally, instead of making differences between
employees on the bases of race, color and other discriminative
topics. The main motive of chosen act is to promote equal
opportunity in the employment context, which is possible when
company approach to diversify their workplace in appropriate and
systematic manner.
Manager 12:00 P
M

Meeting
Minutes
Template
(cont.) –
Minutes
(discussions for
the said topics
are to be
recorded
below).
Topic Owner Time a
m
/
p
m
ii. How this policy relates to regulatory requirements
Select one
☐ Fair Work Regulations 2009
☐ Work Health and Safety Regulations 2011
Provide
an
explanatio
n how it
relates to
the
proposed
Diversity
Policy
The fair work regulation 2009 may support the policy,
which is related to that regulatory needs in term of driving
management attention toward implementing policy on the
bases of providing fair growth chances to employees. They
do not make any kind of discrimination in the workplace,
that impact organizational performance and productiveness
in negative manner that lead to increase complications.
Manager 01:00 P
M
c. Action plan to implement the new Diversity Policy
For purpose of implementing new diversity policy, managers can take action
to generate awareness about the same in the workplace. It allow people to
understand the importance of diversity that management plan to add in the
context of selection and recruitment, as well as other operational practices.
Manager 02:00 P
M

Document purpose
I
m
p
l
e
m
e
n
t
a
t
i
o
n
o
f
n
e
w
d
i
v
e
r
s
i
t
y
p
o
l
i
c
y
Workplace location ☐ Cairns ☐ Brisbane ☐ Sydney ☐ Melbourne
Completed by Managers and supervisors
Position General Manager - HRM Date 30/07/22
Meeting Minutes
Template (cont.) –
Minutes (discussions for
the said topics are to be
recorded below).
Topic Owner Time am/pm
c. Action plan to implement the new Diversity Policy (cont.)

Action Plan (cont.)

Action item
Staff assigned
(please select
option/s
accordingly)
Planned
implementation
date
(DD/MM/YY)
(An
swe
rs
sho
uld
not
exc
eed
15-
wor
d
cou
nt
limi
t)
Anticipated result A
c
t
u
a
l
r
e
s
u
l
t
&
d
a
t
e
c
o
m
p
l
e
t
e
d
Step 1: Identify the need
for a policy (clear
guidelines and
expectations to ensure
fair and consistent
practices and legal
compliance)
☐ CEO 1/08/22 Increasing productivity and
performance level.
High employee retention
rate. 1/09/22
☐ Directors
☐ GM - HRM
Step 2: Determine policy
content (written
guidelines that explain
generally what the
employer's requirements
are and how employees
will be treated)
☐ CEO 1/08/22 Employee retention Workplace development.
1/09/2022
☐ GM - HRM
☐ Consultant
Step 3: Obtain
stakeholder support
(address the impact the
policy will have on the
stakeholder's area(s) and
address any potential
thoughts or concerns the
☐ GM - HRM 15/08/22 Increase profitability and
performance
15/08/22
☐ CEO
☐ Directors

stakeholders may have)
Step 4: Communicate
with employees
(introduce the policy to
employees based on the
nature, sensitivity and
ease in which the policy
will be understood)
☐ CEO 20/08/22 Build positive working
environment
20/09/22
☐ GM - HRM
☐ Centre
Manager
s
Step 5: Monitor policy
influence and
effectiveness (how the
policy influences
behavioural change
amongst employees in a
meaningful and creating a
sustainable workplace
culture)
☐ GM - HRM 30/08/22 It influence positively in
term of improving
employees performance.
30/09/22
☐ Centre
Manager
s
☐ Employees
Meeting Minutes
Template (cont.) –
Minutes (discussions for
the said topics are to be
recorded below).
Topic Owner Time am/pm
c. Action plan to implement the new Diversity Policy (cont.)

Action Plan (cont.)

Action item
Staff assigned
(please select
option/s
accordingly)
Planned
implementation
date
(DD/MM/YY)
(Answ
ers
should
not
excee
d 15-
word
count
limit)
Anticipated result A
c
t
u
a
l
r
e
s
u
l
t
&
d
a
t
e
c
o
m
p
l
e
t
e
d
Step 6: Conduct
employee feedback for
improvements (ongoing
employee feedback to
ensure they are able to
achieve desired positive
workplace
behaviour.)
☐ GM - HRM
30/09/22 Boost morale 5/10/22
☐ Centre
Manager
s
☐ Employees
Step 7: Update and
Revise the Policy
(Policies should be
reviewed on a regular
basis to ensure they
continue to comply with
federal and state laws and
the
needs of the organization.)
☐ CEO 05./10/22 Employee retention 10/10/22
☐ GM - HRM
☐ Consultant
d. Strategies to improve team collaborations and minimize
workplace conflicts

 Promote frequent
communications
By providing opportunity to communicate with each
other, management may improve collaboration and
decrease the workplace conflict arise change in the
team. With better communication, candidates can
perform productively and creatively, without making
any mistake that impact on their work negatively.
Manager 1/09/22

Topic Owner Time a
m
/
p
m
d. Strategies to improve team collaborations and minimize
workplace conflicts
 Ensure
leadership
support
It is important for leaders to utilize the best leadership
style which enable them to provide appropriate support
to candidates, related to issues that they are facing
from longer time. It helps to increase their
productiveness and operational efficiency, which is
quite essential for them to do that.
Leaders 10 Am
 Leverage
Collaboration
Technology
Another technique that management can adopt to
improve team collaboration and decrease workplace
conflict is current one. They can take action to
leverage collaboration technology that help employees
to collaborate with each other without facing any
barrier that impact negatively upon their performance
in any matter.
Managers 11 AM
 Develop
Collaboration and
Teamwork Skills
Along with above practice they may take approach to
develop collaboration and team work competencies
through effective training program that management
implement in the workplace to reach desire outcomes.
The development of each skill contribute to achieve
the aim and objectives, that help in varied terms.
HRM 12 PM
 Reinforce
Collaborative
Behaviour
It is quite essential for management to reinforce
collaborative behavior, in the workplace as it help to
minimize work area conflict and also contribute to
improve the collaboration between teams. It helps to
increase organizational as well as candidates
performance that support to gain competitive benefits.
HRM and leaders 2 PM

Topic Owner Time a
m
/
p
m
e. Review of policy implementation for continuous
improvement by using the PDCA model
 Plan
According to the plan element of PDCA model, management is
accountable to develop understanding about need for continuous
improvement that help to take right action and decision. After
conducting this practice, they may move to set aim and objective,
which is important for them to that because of varied reasons.
Manager 2 PM
 Do
Management can develop plan to train employees for
purpose of improving their performance and making them
effective to achieve the goals set by high authority with
consideration of organizational and employees requirement.
Managers 2:30 PM
 Check
After setting goal and determining issue, management may move
to do something effective in term of implementing practice of
achieving aim. They can take approach to analyze the outcome
and problem in procedure which might adjusted later, according to
the requirement and need in the workplace.
Managers 2:30 PM
 Act
They can take action to identify and analyze the final outcome of
action implement for continuous improvement in the workplace
that help to reach desire results. They can implement new strategy
and then measure the final outcome, in appropriate manner.
Managers 3:30 PM

Topic Owner Time a
m
/
p
m
f. Stakeholders’ feedback
The proposed Diversity Policy was evaluated by the CEO
on the following set of criterions: CEO
Evaluation criteria Rating scale (to be evaluated by the CEO) C
o
m
m
e
n
t/
s
(i
f
a
n
y
)
Clear ☐ Advanced ☐ Sufficient ☐ Needs
improveme
nt
Consistent ☐ Advanced ☐ Sufficient ☐ Needs
improvement
Supported by
measures
☐ Advanced ☐ Sufficient ☐ Needs
improvement
Legal feasibility ☐ Advanced ☐ Sufficient ☐ Needs
improvement
Administrative
feasibility
☐ Advanced ☐ Sufficient ☐ Needs
improvement
Conclusion
From above discussion, it has been concluded that new
diversity policy implementation has increased employee’s
performance. It has helped to retained skilled people and
gained the attention of new. For further action context,
management will take initiative to diversity workplace in term
of providing employment opportunities, by considering their
needs and requirements.
With no other matters arising, the meeting came to an end at (please state the
time):
Date (DD/MM/YY) and time (state proposed time) of next
meeting
Meeting minutes sent
(please tick accordingly) ☐ Yes ☐ No Saved & stored in
Dropbox ☐ Yes

Did the learner: Yes N
o
Evidence of meeting discussion, submitted
by the learner: Relating to unit’s performance criteria:
 Conducting a meeting with the CEO to
discuss on implementing the proposed
diversity policy covering:
o Introduction of the new Diversity Policy
1.1 Identify required processes for workplace
collaboration according to organisational policies
and procedures
1.3 Develop processes for conflict management
3.3 Identify areas of improvement for future
workplace relations leadership
o Rationale for implementing the policy
based on:
- How this policy relates to
(selected) legislation
requirements
2.3 Identify and address issues in
workplace relationships according to
processes established
- How this policy relates to
(selected) regulatory
requirements
o Action plan to implement the new
Diversity Policy
2.1 Delegate and confirm responsibilities for
fulfilling work tasks
2.4 Monitor and communicate to employees
outcomes of conflict management
o Strategies to improve team
collaborations and minimize
workplace conflicts
1.3 Develop processes for conflict management
2.2 Collaborate and support team to perform work
tasks
o Review of policy implementation for
continuous improvement by using the
PDCA model
3.3 Identify areas of improvement for future
workplace relations leadership
o Stakeholders’ feedback 3.2 Evaluate feedback for improvements to
leadership style
o Conclusion 2.3 Identify and address issues in workplace
relationships according to processes established
Did the learner: Yes N
o
Evidence of meeting discussion, submitted
by the learner: Relating to unit’s performance criteria:
 Selects and uses appropriate
conventions and protocols to seek or share
information with relevant stakeholders:
o Explains the purpose of the
presentation. 1.1 Identify required processes for workplace
collaboration according to organisational policies
and procedures
1.3 Develop processes for conflict management
o Discusses the target outcome of the
presentation.
o Follows the time allotted for each
discussion point in the presentation
 Seeks advice from key stakeholders
using appropriate language:
o Asks follow-up questions to clarify
information received 3.1 Seek feedback on management of
workplace relationships from relevant
stakeholders
o Provides relevant responses to the
person’s questions

3.2 Evaluate feedback for improvements to
leadership style
3.3 Identify areas of improvement for future
workplace relations leadership
o Uses open-ended questions to quickly
review the topic discussed
o Summarises discussion point or
questions from speaker to confirm
understanding
 Conducts the meeting and presents all
details of the policy and procedures
document to key stakeholders:
o Speaks clearly and in an appropriate
volume
2.3 Identify and address issues in workplace
relationships according to processes established
o Explains concepts or jargons that are
unclear to audience
o Establishes and maintains eye contact
o Using hand or arm gestures to
emphasise points in the discussion
o Maintained a cheerful tone while
conversing with stakeholder

Result  Satisfactory  Not Satisfactory Assessor initial & date