BSBLDR502 Lead and Manage Effective Workplace Relationships Role Play
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Practical Assignment
AI Summary
This assignment presents a role-play scenario and its solution for BSBLDR502, focusing on leading and managing effective workplace relationships. The scenario involves a consultant providing guidance to Leigh, the Rental Account Manager at JKL Industries, regarding workplace issues and strategies for improvement. The role-play covers establishing rapport, discussing issues using verbal prompts, empathetic listening, paraphrasing, addressing hidden meanings, acknowledging emotions, creative problem-solving, and exploring resistance. It also includes negotiating collaboratively, acknowledging work culture, and committing to solutions. The dialogue explores topics such as retraining employees, adapting to organizational changes, workforce planning, and improving communication and teamwork. The solution highlights the importance of understanding employee concerns, providing support, and fostering a positive work environment to enhance business performance. Desklib offers more resources like this to aid students in their studies.
BSBLDR502Lead and Manage Effective Workplace Relationships
Role Play Planning Checklist
Learner Instructions
To achieve a satisfactory result for the role playboth the planning section and the skills section of this
document needs to be assessed as satisfactory.
Task 1b – Role Play Skills for your Audio recording
Your assessor will be looking for you to demonstrate the following skills consistently throughout the role play.
Setting the scene
Establishing Rapport
Me: Hello Mr. Leigh. Hope you are well and good with the new job roles at JKL
Leigh: Yes very much. Thank you for your concern and yes I am trying my level best to make sure that the previous
issues are not faced again. I have enabled the staffs to participate in training sessions and establish two way
communication for working in coordination, as an unit.
Me: You have been in the position of Account manager here for some time, how is your experience? By the way, i am
the new counsellor appointed.
Leigh: I enjoy being part of JKL, as I have dedicated myself completely to make the employees move in the right
direction and at the same time maintain the values, beliefs and culture. This will not only strengthen relationships
between the employees but could also improve the communication process efficiency largely.
Me: There have been lots of positives I guess so?
Leigh: It will not be appropriate to say about my own benefits, but our organisation has been responsible for serving the
customers better and at the same time creates enough scopes to retrain the rental employees for enhancing their skills
and knowledge level.
Me: What benefits you could obtain by retraining the rental employees?
Leigh: By retraining the talents, it would be easy to improve their skills, knowledge and expertise, furthermore make
them capable of performing to their potential with ease and effectiveness.
TAFE NSW – Western Sydney Institute
Created: 18/07/2016
Version: 1.0
tmp70h458k9.docx
Modified:24/01/2025
Page 1 of 5
Role Play Planning Checklist
Learner Instructions
To achieve a satisfactory result for the role playboth the planning section and the skills section of this
document needs to be assessed as satisfactory.
Task 1b – Role Play Skills for your Audio recording
Your assessor will be looking for you to demonstrate the following skills consistently throughout the role play.
Setting the scene
Establishing Rapport
Me: Hello Mr. Leigh. Hope you are well and good with the new job roles at JKL
Leigh: Yes very much. Thank you for your concern and yes I am trying my level best to make sure that the previous
issues are not faced again. I have enabled the staffs to participate in training sessions and establish two way
communication for working in coordination, as an unit.
Me: You have been in the position of Account manager here for some time, how is your experience? By the way, i am
the new counsellor appointed.
Leigh: I enjoy being part of JKL, as I have dedicated myself completely to make the employees move in the right
direction and at the same time maintain the values, beliefs and culture. This will not only strengthen relationships
between the employees but could also improve the communication process efficiency largely.
Me: There have been lots of positives I guess so?
Leigh: It will not be appropriate to say about my own benefits, but our organisation has been responsible for serving the
customers better and at the same time creates enough scopes to retrain the rental employees for enhancing their skills
and knowledge level.
Me: What benefits you could obtain by retraining the rental employees?
Leigh: By retraining the talents, it would be easy to improve their skills, knowledge and expertise, furthermore make
them capable of performing to their potential with ease and effectiveness.
TAFE NSW – Western Sydney Institute
Created: 18/07/2016
Version: 1.0
tmp70h458k9.docx
Modified:24/01/2025
Page 1 of 5
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Clearly explain purpose of meeting
Me: i came to know about the meeting. But about what we are going to discuss?
Leigh: I am calling all the staffs to discuss certain matters and evaluate their areas of weaknesses, based on which I can
make arrangements for retraining them.
Me: Do you think it will be beneficial?
Leigh: Yes, it will improve their skills and abilities to adapt to changes and perform efficiently1.
Me: What are the other areas that you will likely focus on making improvements?
Leigh: I will try to provide the best value to the investors or shareholders and furthermore ensure that the costs of
negotiating with the suppliers are reduced. Due to the closure of the Rental Division, a significant amount of loss has
been faced. Therefore, I would try my level best to exit from the markets that are underperforming and create new
stores that can ease down the accessibility to products and services for the customers. To make all these successful, I
need to gain the responses of everyone which can be possible through the meeting.
Me: Do you think improving these areas can benefit the organisation as well as enable the talents to become more
competent and skilled?
Leigh: Improvement in these areas could create value for the investors and influence their decisions and choices to
make investments.
Me: What could be the benefits of making investments?
Leigh: It could assist in managing the projects and at the same time, provide training and developmental sessions to the
rental employees for improving their skills, knowledge and expertise.
Me: What are the other things that you need to consider after recruiting the rental employees?
Leigh: The recruitment and selection processes are not the only things needed to be done, but it will also be essential for
understanding their training and developmental needs to improve their performances and ensuring successful business
management too.
Discussion of issues
Using verbal prompts
Me: How can you make the organisation adapt to the changes when the policies are not in place to retrain rental
employees?
Leigh: I am not much accustomed with the previous structure of the organisation, but I will like to implement some
changes and retrain the staffs so that the policies are followed and the company can regain its previous place within the
business environment.
Me: To respond to the changes, it is important for retraining the talents as well as attract new skilled workers. How
could you do that?
Leigh: I would conduct workforce planning as well as implement the staff planning through conduction of skills audit
and analyse the roles required to be filled during the recruitment strategy.
Me: How do you use the verbal prompts to manage the staffs efficiently?
Leigh: The verbal prompts include verbal messages and expressions or any sign languages to make the staffs informed
about then business functioning, organizational policies and mission statement for achieving the goals and objectives
with ease and effectiveness.
Listening empathetically and responsively
Me: I understand your worries and the resolving techniques that you will follow and it seem quite good.
Leigh: Yes, by conducting the meeting, the rental staffs will listen attentively and the issues can be identified, based on
which, the organisation can remain functional in spite to the restructuring done. By obtaining different views and
opinions from the employees, it would be convenient for me to understand their needs and provide training programs
accordingly.
Me: What do you think it requires to be a responsible employer and leader?’
Leigh: It is important to understand the concerns of the employees and at the same time retain the managerial talent
through promotions, training and rewards provided to the employees. This could keep them motivated and encouraged
to perform to their potential.
Me: What can be the benefits of listening attentively?
Leigh: See, the meetings arranged will allow engaging the staffs and from that scenario, their needs and preferences will
1 Gaur, Mamta, and Narges Ebrahimi. "Understanding Workplace Relationships-With Special
Reference to Superior-Subordinate Relationship–An Important Dimension Having Impact On The
Success, Growth And Performance of the Employees And Organization." International Journal of
Research and Development 2.2 (2013): 7-12.
TAFE NSW – Western Sydney Institute
Created: 18/07/2016
Version: 1.0
tmp70h458k9.docx
Modified:24/01/2025
Page 2 of 5
Me: i came to know about the meeting. But about what we are going to discuss?
Leigh: I am calling all the staffs to discuss certain matters and evaluate their areas of weaknesses, based on which I can
make arrangements for retraining them.
Me: Do you think it will be beneficial?
Leigh: Yes, it will improve their skills and abilities to adapt to changes and perform efficiently1.
Me: What are the other areas that you will likely focus on making improvements?
Leigh: I will try to provide the best value to the investors or shareholders and furthermore ensure that the costs of
negotiating with the suppliers are reduced. Due to the closure of the Rental Division, a significant amount of loss has
been faced. Therefore, I would try my level best to exit from the markets that are underperforming and create new
stores that can ease down the accessibility to products and services for the customers. To make all these successful, I
need to gain the responses of everyone which can be possible through the meeting.
Me: Do you think improving these areas can benefit the organisation as well as enable the talents to become more
competent and skilled?
Leigh: Improvement in these areas could create value for the investors and influence their decisions and choices to
make investments.
Me: What could be the benefits of making investments?
Leigh: It could assist in managing the projects and at the same time, provide training and developmental sessions to the
rental employees for improving their skills, knowledge and expertise.
Me: What are the other things that you need to consider after recruiting the rental employees?
Leigh: The recruitment and selection processes are not the only things needed to be done, but it will also be essential for
understanding their training and developmental needs to improve their performances and ensuring successful business
management too.
Discussion of issues
Using verbal prompts
Me: How can you make the organisation adapt to the changes when the policies are not in place to retrain rental
employees?
Leigh: I am not much accustomed with the previous structure of the organisation, but I will like to implement some
changes and retrain the staffs so that the policies are followed and the company can regain its previous place within the
business environment.
Me: To respond to the changes, it is important for retraining the talents as well as attract new skilled workers. How
could you do that?
Leigh: I would conduct workforce planning as well as implement the staff planning through conduction of skills audit
and analyse the roles required to be filled during the recruitment strategy.
Me: How do you use the verbal prompts to manage the staffs efficiently?
Leigh: The verbal prompts include verbal messages and expressions or any sign languages to make the staffs informed
about then business functioning, organizational policies and mission statement for achieving the goals and objectives
with ease and effectiveness.
Listening empathetically and responsively
Me: I understand your worries and the resolving techniques that you will follow and it seem quite good.
Leigh: Yes, by conducting the meeting, the rental staffs will listen attentively and the issues can be identified, based on
which, the organisation can remain functional in spite to the restructuring done. By obtaining different views and
opinions from the employees, it would be convenient for me to understand their needs and provide training programs
accordingly.
Me: What do you think it requires to be a responsible employer and leader?’
Leigh: It is important to understand the concerns of the employees and at the same time retain the managerial talent
through promotions, training and rewards provided to the employees. This could keep them motivated and encouraged
to perform to their potential.
Me: What can be the benefits of listening attentively?
Leigh: See, the meetings arranged will allow engaging the staffs and from that scenario, their needs and preferences will
1 Gaur, Mamta, and Narges Ebrahimi. "Understanding Workplace Relationships-With Special
Reference to Superior-Subordinate Relationship–An Important Dimension Having Impact On The
Success, Growth And Performance of the Employees And Organization." International Journal of
Research and Development 2.2 (2013): 7-12.
TAFE NSW – Western Sydney Institute
Created: 18/07/2016
Version: 1.0
tmp70h458k9.docx
Modified:24/01/2025
Page 2 of 5
be understood as well. It can enable them to share their ideas, views and opinions and it will be effective for me to make
a final decision in the end with conveneinec for deriving positive business outcomes.
Do you personally think that the involvement of rental staffs can enhance the business performance?
Leigh: Why not when they will be paid well. I think that the rental staffs would be hired considering that fact that they
should be hired on contractual basis. The involvement of the rental staffs contractually could allow for getting paid for
what they work only. This will motivate them and influence them to work for the company as well.
Paraphrasing
I will show the skill of paraphrasing in order to conclude the meeting with the summary brief of the opinion of the
opposite person.
Searching beneath the surface for hidden meanings
Me: How will you deal with the situation in case the employees are unable to understand certain hidden meanings?
Leigh: I would like to answer their queries whatever and how many times they ask. The hidden meanings should be
assessed to gaining an in-depth analysis, furthermore manage sharing and exchange of information during the meeting
to discuss about the changes experienced at JKL.
Me: What could the employees understand after the meeting?
Leigh: They would learn about the best industry programs and incentives along with HR services. They would be
informed about the new grievance and resolution procedures implemented at JKL, which I would discuss with them.
Me: What would be beneficial for making them understand the inner meaning?
Leigh: There are sign languages and symbols that can be used for making them understand the inner causes of various
business scenarios and even gain knowledge and information about the roles and responsibilities that have been
assigned to them at the company.
Acknowledging and reframing emotions
Me: Wow!! You seem to have planned for everything that can be beneficial for the company
Leigh: He he.... Thanks a lot.
Me: I am quite satisfied with the outcomes and think that you alone can play a major role in managing the entire
business successfully.
Positive emotions are gained when the person’s name will be acknowledged or praised for dedication or commitment to
the organisation. Acknowledging each other’s opinions would also make them share their opinions more freely and
ensure that a positive mindset is enabled among the members who are part of the meeting and training sessions.
Me: How could the behavioural response at your organization promote better communication and teamwork?
Leigh: The emotions and feelings are managed to make sure that the employees are influenced and encouraged to
perform to their potential. Providing them with enough support, guidance, monetary and non-monetary benefits could
drive their behaviours and make them perform with commitment.
Separating what matters from what gets in the way
Me: Do you think that there are certain things that can hinder the management of business operations?
Leigh: Yes, there are many but I would make sure that the employees focus on one task at a time without losing focus
on a particular work.
Me: What would you like to separate?
Leigh: I would like to separate the risks that might arise due to the lack of mitigation processes and even monitor the
areas where the employees lacked certain strengths. It is my responsible to discuss matters with the line manager, so
that they can communicate the findings to the employees.
Solving problems creatively
Me: Are there any approaches to solve issues in a creative way? I mean to say that can we think something out of the
box?
Leigh: Problem solving needs proper decision making and obtaining the right information and knowledge. Solving
problems in a creative way would create better scopes for the company to embrace the changes and retrain the staffs to
provide excellence2.
Me: What other ways are present by which you can engage the employees together and make a decision?
Leigh: I often managed to introduce fun activities, conducted meetings for engaging them together, and make a perfect
decision regarding investments or enabling innovation by considering the views and opinions of theirs too.
Exploring resistance
2 Whitley, Richard, and Jochen Glaser, eds. Organisational transformation and scientific change:
The impact of institutional restructuring on universities and intellectual innovation. Emerald Group
Publishing, 2014.
TAFE NSW – Western Sydney Institute
Created: 18/07/2016
Version: 1.0
tmp70h458k9.docx
Modified:24/01/2025
Page 3 of 5
a final decision in the end with conveneinec for deriving positive business outcomes.
Do you personally think that the involvement of rental staffs can enhance the business performance?
Leigh: Why not when they will be paid well. I think that the rental staffs would be hired considering that fact that they
should be hired on contractual basis. The involvement of the rental staffs contractually could allow for getting paid for
what they work only. This will motivate them and influence them to work for the company as well.
Paraphrasing
I will show the skill of paraphrasing in order to conclude the meeting with the summary brief of the opinion of the
opposite person.
Searching beneath the surface for hidden meanings
Me: How will you deal with the situation in case the employees are unable to understand certain hidden meanings?
Leigh: I would like to answer their queries whatever and how many times they ask. The hidden meanings should be
assessed to gaining an in-depth analysis, furthermore manage sharing and exchange of information during the meeting
to discuss about the changes experienced at JKL.
Me: What could the employees understand after the meeting?
Leigh: They would learn about the best industry programs and incentives along with HR services. They would be
informed about the new grievance and resolution procedures implemented at JKL, which I would discuss with them.
Me: What would be beneficial for making them understand the inner meaning?
Leigh: There are sign languages and symbols that can be used for making them understand the inner causes of various
business scenarios and even gain knowledge and information about the roles and responsibilities that have been
assigned to them at the company.
Acknowledging and reframing emotions
Me: Wow!! You seem to have planned for everything that can be beneficial for the company
Leigh: He he.... Thanks a lot.
Me: I am quite satisfied with the outcomes and think that you alone can play a major role in managing the entire
business successfully.
Positive emotions are gained when the person’s name will be acknowledged or praised for dedication or commitment to
the organisation. Acknowledging each other’s opinions would also make them share their opinions more freely and
ensure that a positive mindset is enabled among the members who are part of the meeting and training sessions.
Me: How could the behavioural response at your organization promote better communication and teamwork?
Leigh: The emotions and feelings are managed to make sure that the employees are influenced and encouraged to
perform to their potential. Providing them with enough support, guidance, monetary and non-monetary benefits could
drive their behaviours and make them perform with commitment.
Separating what matters from what gets in the way
Me: Do you think that there are certain things that can hinder the management of business operations?
Leigh: Yes, there are many but I would make sure that the employees focus on one task at a time without losing focus
on a particular work.
Me: What would you like to separate?
Leigh: I would like to separate the risks that might arise due to the lack of mitigation processes and even monitor the
areas where the employees lacked certain strengths. It is my responsible to discuss matters with the line manager, so
that they can communicate the findings to the employees.
Solving problems creatively
Me: Are there any approaches to solve issues in a creative way? I mean to say that can we think something out of the
box?
Leigh: Problem solving needs proper decision making and obtaining the right information and knowledge. Solving
problems in a creative way would create better scopes for the company to embrace the changes and retrain the staffs to
provide excellence2.
Me: What other ways are present by which you can engage the employees together and make a decision?
Leigh: I often managed to introduce fun activities, conducted meetings for engaging them together, and make a perfect
decision regarding investments or enabling innovation by considering the views and opinions of theirs too.
Exploring resistance
2 Whitley, Richard, and Jochen Glaser, eds. Organisational transformation and scientific change:
The impact of institutional restructuring on universities and intellectual innovation. Emerald Group
Publishing, 2014.
TAFE NSW – Western Sydney Institute
Created: 18/07/2016
Version: 1.0
tmp70h458k9.docx
Modified:24/01/2025
Page 3 of 5
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Negotiations should be done to create rapport and at the same time, deal with challenges politely.
Me: Whom would you like to negotiate with?
I would like to negotiate with not only the employees, but also with the suppliers and investors that the costs of
operations are reduced our business could flourish once again with the recent changes responsible for opening new
stores worldwide.
Me: How could the involvement of stakeholders help to identify the resistances or barriers?
Leigh: We need to keep contacts with the stakeholders and make sure that their needs and preferences are understood
properly. While assessing their expectations, barriers could be determined that might have hindered the successful
management of relationship between the organisation and its stakeholders. Based on this, we should overcome the areas
of weaknesses and establish healthy relationships with them to generate positive business outcomes in terms of profit
and competitive advantage.
Negotiating collaboratively
I will try to create consensus and will show my negotiating skills in order to create a win-win situation with the
opposite one. Negotiations are based on commitment and relationships managed between the two parties. Here I could
present a positive and calm behaviour to negotiate with the other aprty and make sure that both of us should be
benefited.
Acknowledging work culture
I will acknowledge the existing work culture in order to create importance for the opposite person and his contribution
in the existing work culture.
I would consider the safety and health of employees to make sure that they were provided with good working
conditions, which could further assist in the formation of a good culture and enhance the level of productivity,
communication and team working skills too.
A positive culture is important not only for promoting effective communication, teamwork and agility, but also is
important for creating good working conditions and enhancing the ability to recruit the rental staffs who have the most
suitable skills, knowledge and expertise.
Closing Meeting
Commitment to a solution
Me: Thank you for your time Mr. Leigh and I am quite satisfied with your responses.
Leigh: It’s my pleasure.
Me: To make this interview successful, I made sure that only few members are engaged so that clear solutions can
be provided and the organisational restructuring is possible3.
Follow up actions
Me: Are there any more things that you think can benefit your company in the future?
Leigh: I would likely prepare some follow up actions by including analysis of the financial aspects and check whether
the feasibility study requirements could be met or not.
Me: Any other aspect that you wuld like your organisation to consider?
Leigh: The risk management framework would be beneficial for ensuring that the policies and procedures are in place
with roper business planning and budgeting. The risk management review would allow the partners to report incidents
monthly and the external audit would help in providing feedbacks to the business partners as well.
Me: Thank you Mr. Leigh for your time and I hope that your business reaches heights of success sooner
Leigh: It’s my pleasure and yes, we definitely would strive towards success within the next few days.
Me: Last but not the least, can I after sometime visit your company, look at how things are going and maybe even have
some talks with you again? (Giving a gentle smile)
3 Brunetto, Yvonne, et al. "The impact of workplace relationships on engagement, well‐being,
commitment and turnover for nurses in Australia and the USA." Journal of Advanced
Nursing 69.12 (2013): 2786-2799.
TAFE NSW – Western Sydney Institute
Created: 18/07/2016
Version: 1.0
tmp70h458k9.docx
Modified:24/01/2025
Page 4 of 5
Me: Whom would you like to negotiate with?
I would like to negotiate with not only the employees, but also with the suppliers and investors that the costs of
operations are reduced our business could flourish once again with the recent changes responsible for opening new
stores worldwide.
Me: How could the involvement of stakeholders help to identify the resistances or barriers?
Leigh: We need to keep contacts with the stakeholders and make sure that their needs and preferences are understood
properly. While assessing their expectations, barriers could be determined that might have hindered the successful
management of relationship between the organisation and its stakeholders. Based on this, we should overcome the areas
of weaknesses and establish healthy relationships with them to generate positive business outcomes in terms of profit
and competitive advantage.
Negotiating collaboratively
I will try to create consensus and will show my negotiating skills in order to create a win-win situation with the
opposite one. Negotiations are based on commitment and relationships managed between the two parties. Here I could
present a positive and calm behaviour to negotiate with the other aprty and make sure that both of us should be
benefited.
Acknowledging work culture
I will acknowledge the existing work culture in order to create importance for the opposite person and his contribution
in the existing work culture.
I would consider the safety and health of employees to make sure that they were provided with good working
conditions, which could further assist in the formation of a good culture and enhance the level of productivity,
communication and team working skills too.
A positive culture is important not only for promoting effective communication, teamwork and agility, but also is
important for creating good working conditions and enhancing the ability to recruit the rental staffs who have the most
suitable skills, knowledge and expertise.
Closing Meeting
Commitment to a solution
Me: Thank you for your time Mr. Leigh and I am quite satisfied with your responses.
Leigh: It’s my pleasure.
Me: To make this interview successful, I made sure that only few members are engaged so that clear solutions can
be provided and the organisational restructuring is possible3.
Follow up actions
Me: Are there any more things that you think can benefit your company in the future?
Leigh: I would likely prepare some follow up actions by including analysis of the financial aspects and check whether
the feasibility study requirements could be met or not.
Me: Any other aspect that you wuld like your organisation to consider?
Leigh: The risk management framework would be beneficial for ensuring that the policies and procedures are in place
with roper business planning and budgeting. The risk management review would allow the partners to report incidents
monthly and the external audit would help in providing feedbacks to the business partners as well.
Me: Thank you Mr. Leigh for your time and I hope that your business reaches heights of success sooner
Leigh: It’s my pleasure and yes, we definitely would strive towards success within the next few days.
Me: Last but not the least, can I after sometime visit your company, look at how things are going and maybe even have
some talks with you again? (Giving a gentle smile)
3 Brunetto, Yvonne, et al. "The impact of workplace relationships on engagement, well‐being,
commitment and turnover for nurses in Australia and the USA." Journal of Advanced
Nursing 69.12 (2013): 2786-2799.
TAFE NSW – Western Sydney Institute
Created: 18/07/2016
Version: 1.0
tmp70h458k9.docx
Modified:24/01/2025
Page 4 of 5
Paraphrase This Document
Need a fresh take? Get an instant paraphrase of this document with our AI Paraphraser
Leigh: Yeah, sure, why not. I will like to talk with you and hope to speak about how our company fares until then.
Me: Thank You Mr. Leigh for you time and wish you best of luck for your company’s success
Leigh: It’s my pleasure. Buh bye....
Me: Bye, Mr. Leigh.
TAFE NSW – Western Sydney Institute
Created: 18/07/2016
Version: 1.0
tmp70h458k9.docx
Modified:24/01/2025
Page 5 of 5
Me: Thank You Mr. Leigh for you time and wish you best of luck for your company’s success
Leigh: It’s my pleasure. Buh bye....
Me: Bye, Mr. Leigh.
TAFE NSW – Western Sydney Institute
Created: 18/07/2016
Version: 1.0
tmp70h458k9.docx
Modified:24/01/2025
Page 5 of 5
1 out of 5
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