BSBLED401 - Develop Teams and Individuals
Added on 2020-04-13
11 Pages3096 Words65 Views
BUSINESS RESEARCH METHODOLOGYNameDate
Part A: Legislation Report2 a) The Commonwealth Body Responsible for anti discrimination is the Australian Human Rights Commission that is responsible for discrimination cases relating to age, sex, religion, disability, among other forms f discrimination factorsb) The titles of the anti discrimination laws include;The Australian Human Rights Commission Act of 1986 that covers most of the forms of discrimination and which the Australian Human Rights Commission Operates under The Age Discrimination Act of 2004 which deals with issues to do with discrimination on the basis of age (both under and over) and age specific characteristics The Disability Discrimination Act of 1992 The Racial Discrimination Act of 1975 The Sex Discrimination Act of 1984The Fair Work Act of 2009 (Australian Human Rights Commission, 2017)These are the ant discriminatory acts at the national level in Australia for the Commonwealth Federal Government c) Fair Work Act 2009The Fair Work Act is managed and administered by the Fair Work Ombudsman and the Fair Work Commission; while employers are required to adhere to the provisions of the Fair Work Act the two mentioned bodies are responsible for its enforcement. The Fair Work Ombudsman is an agency of the Australian Government responsible for ensuring that business owners, businesses, and employers fully comply with their with related regulations on employment as stipulated in the Fair Work Act of 2009, including on minimum wages and modern awards. The Fair Work Commission is the national workplace and labor relations tribunal of Australia and is an independent body responsible for providing minimum safety net conditions, minimum wage awards, making enterprise agreements, and facilitation good faith bargains (Australian Human Rights Commission, 2017). d) The Anti-Discrimination Board of NSW (New South Wales) is the body responsible for promoting anti discrimination in the Sate of New South Wales; it also promotes equal opportunity and administers the anti discrimination laws while also handling any work related complaints, underthe NSW Anti-Discriminatory Act of 177; which is the State legislation that defines and spells out anti discriminatory law (Australian Human Rights Commission, 2017).e) Unlawful discrimination at the workplace in the context of training can occur when the qualification to receive training, or favoritism (less favor) is the basis for deciding can receive training on the basis of factors that include gender, color, nationality, ethnicity, race, marital status,
pregnancy, religion, disability, age, sexual preference, or trade union activity, as well as any other factor as specified/ spelled in the applicable local (State) and/ or national anti discrimination laws and regulations. An example is when a male HR staff responsible for recruitment prefers to give training at the workplace to younger women for reasons other than professionalism and overlooks older women, males, or people of a different race/ nationality and religion. f) (i) The actions of Helen’s employer has acted unethically because they have assumed, wrongly ofcourse, that because she is older, she is not IT and information system savvy and therefore would not add any value to the organization as it implements the new information system or that she will not be able to learn, given the younger generation are more associated with being tech savvy havinggrown up mostly with technology like computers and smart phones at their disposal. (ii) Helen would be advised to start be resolving the issue internally, starting by having a discussion with the employer and making a formal complaint. If this does not resolve the issue satisfactorily Helen can seek the help of her union if she belongs to one or the local industry associations to resolve the mater. If this fails, then she can escalate the issue to the local administering body within the state, such as the NSW Anti Discrimination Board as well as contact the office of the Fair Work Ombudsman and/ or the Fair Work Commission by lodging an appeal/ complaint using the online forms
Part B: Evaluating Performance and Learning Needs Script on Evaluating Mary’s training needs;The assumptions made in developing this script is that Mary has been informed that she needs to undertake additional roles and duties to extend to customer service, and being an administrator, understands that she needs additional skills and to attend a training to improve her skills, in line with the new job requirement and to meet organizational objectivesEvaluator (Author): Hello Mary, hope you are doing well; as you were informed earlier by official communication, the organization sees you as a critical person as an administrator; however, we feel you can drive growth in the company further by offering customer services and handling their needs, given your knowledge and experience with the business accumulated over the years and being a first contact with customers on many occasionsMary: (Responds in the affirmative)Evaluator: We need to develop a tailor made training program for you and to do that effectively, we need to understand your present skills and develop the training program, so I will ask a few questionsMary: Okay, go aheadEvaluator: Are you competent in the use of computers for communication?Mary : Yes, I can use a computer effectively for communication through e-mail Evaluator: Which do you think is the most important in ensuring the business revenues and profits continue to grow, acquiring new customers or maintaining the existing ones and keep them happy toensure repeat purchases?Mary: Both are important Evaluator: Do you understand the use of social media platforms and do you think they can be used effectively to offer customer service?Mary: I don't use social media very much and am not sure it can be effectively used for customer service, in my experience, the personal touch through face to face communication or telephone conversation is the best way to offer the best quality customer service Evaluator: How would you handle an impolite and rude customer who does not understand the use of a product or its care and believes the company is the one on the wrong?Mary: First I would ask them to calm down and ask them to explain their problem, then kindly inform them that the company is not responsible for poor use or care for the leather product and offer useful suggestions Evaluator: In the event of several customers calling and appearing at the premise with their complaints, how would you handle the situation?
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