Leadership and Management Bounce Fitness Case Study

BSBLDR523 Lead and manage effective workplace relationships V2021.1 Assessor use  NYS
© Eve College 2021 RTO ID: 45290 CRICOS CODE: 03767F Page 1 of 32  S
BSB50420 Diploma of Leadership and Management
Term 3 2022 assignment
Student Details/ Declaration
Unit of competency BSBLDR523 Lead and manage effective workplace relationships
I declare that (please
tick):
☒ I fully understand the context and purpose of this assignment.
☒ I am fully aware of the competency standard/ criteria against which I will be assessed.
☒ I am aware of the resources I need and how the assignment will be conducted.
☒ I have had the appeals process and confidentiality explained to me.
☒ I understand that the assignment is an individual effort and that all written work is my own.
☒
I am aware that if I am caught with either collusion or plagiarism of another student’s work, I
will be penalized for academic which could result in the suspension or cancellation of my
course enrolment/ student visa.
☒
I understand that I will not disclose any assignment question or answer, in whole or in part, in
any form or by any means before, during, or after I have submitted my assignment to Canvas
on any internet ‘share space/ chat room, or otherwise, which will constitute a breach of
academic misconduct and would result in the suspension or cancellation of my course
enrolment/ student visa.
Student’s Name Felix Johannes Toetter
Student ID ECS 0751 Submission date 4 august 2022
Submission Note
(please read this prior
to submission)
 You must complete your assignment by utilizing only this official assignment tool document (which
features working answer/ portfolio templates) to meet the requirements of validity principles.
 Assignment submission can only be accepted in the assignment submission link as any use of other
means, e.g., via comments, would be considered null and void.
 Please check on all the boxes in the Statement of Declaration prior to uploading assignment to Canvas as
an authentication procedure.
 Students who use Macs and experiencing issues with their assignment tools not being able to view/
maintain document format should use Pages app (included in all Macs) as an alternative to the usual word
processor app as it is able to open the assignment document without any formatting issues. You, will,
however, need to convert the completed assignment to PDF format prior to uploading to Canvas.
 You will receive an email notification that your assignment has been marked and, on this note, you are
required to check on your Assessor’s feedback on Canvas for confirmation on the grading achieved.
 If you do encounter any issues with working on this document or any other matter related to academic
progress, please request for assistance from Student Services at [e-mail].
Assessor Use Only
Assignment
Breakdown Result Assessor Declaration
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

Knowledge criteria: short answer questions
1. Briefly explain how each system supports the development of effective work relationships (answers
must not exceed 60-word count limit).
 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.
2. Briefly explain how each policy and procedure supports the development of effective work
relationships (answers must not exceed 60-word count limit).
 Communications
Policy and Procedures
Communication process and policy supports in the context of developing effective work
relationship, in term of providing employees chance to share their feeling and creative
ideas, without taking too much stress to conduct this practice.
 Employee Relations
Policy and Procedure
Employee relation procedure and policy also support development of relation in the work,
in term of building strong bond and connection between each candidate, which make
them capable to achieve target aims and objectives.
3. Briefly explain how each communication skill identified can help improve work relationships
(answers must not exceed 60-word count limit).
 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 Assessor use  NYS
© Eve College 2021 RTO ID: 45290 CRICOS CODE: 03767F Page 2 of 32  S

 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.
4. Briefly explain how each concept listed below is relevant to workplace relationships (answers should
not exceed 60-word limit).
 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 Assessor use  NYS
© Eve College 2021 RTO ID: 45290 CRICOS CODE: 03767F Page 3 of 32  S

5. 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.
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
6. Identify methods that can be used to develop processes for the following situations (answers should
not exceed 60-word limit).
 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.
BSBLDR523 Lead and manage effective workplace relationships V2021.1 Assessor use  NYS
© Eve College 2021 RTO ID: 45290 CRICOS CODE: 03767F Page 4 of 32  S

BSBLDR523 Lead and manage effective workplace relationships V2021.1 Assessor use  NYS
© Eve College 2021 RTO ID: 45290 CRICOS CODE: 03767F Page 5 of 32  S
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 No
Answer all short questions covering: Relating to unit’s performance criteria:
 Briefly explain how each system supports the development
of effective work relationships:
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 Employee Management System
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 organisation. In
2004 a second centre 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.
Each centre features a retail section selling fitness shoes, clothes, and other related fitness items. There is a small
BSBLDR523 Lead and manage effective workplace relationships V2021.1 Assessor use  NYS
© Eve College 2021 RTO ID: 45290 CRICOS CODE: 03767F Page 6 of 32  S

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.
Scenario
You are currently working as the Sydney Centre Manager for Bounce Fitness, a dynamic fitness corporation centred on
providing premier personal training services in Cairns, Brisbane, Sydney, and Melbourne. As the Centre Manager, you
have been directed by the CEO (your classmate/ Trainer can undertake this role) to determine two policy information
(select only 2 out of 10 policies and procedures provided as supplementary case study materials) to be communicated
within one (choose 1 out of 4 scenarios below) related organisation or work area of your choice:
 Communications at work (issues can be based on cultural differences, lack of motivation, listening skills, written
communication quality, appropriate communication tools, or oversharing).
 Breaching the code of ethics (issues can be based on unethical leadership, toxic workplace culture,
discrimination and harassment, 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).
BSBLDR523 Lead and manage effective workplace relationships V2021.1 Assessor use  NYS
© Eve College 2021 RTO ID: 45290 CRICOS CODE: 03767F Page 7 of 32  S

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
BSBLDR523 Lead and manage effective workplace relationships V2021.1 Assessor use  NYS
© Eve College 2021 RTO ID: 45290 CRICOS CODE: 03767F Page 8 of 32  S