Lead and manage effective workplace relationships

This resource provides guidance on how to lead and manage effective workplace relationships. It covers legislative and organisational requirements, policies, and procedures related to workplace relationships. The resource includes a case study on Boutique Build Australia and provides processes for workplace collaboration, conflict management, and escalated issues. It also includes a table to identify workplace relationships to manage and lead.

This resource is copyright. Apart from any fair dealing for the purposes of private study, research, criticism or review as
permitted under the Copyright Act 1968, no part may be reproduced by any process without written permission as expressed
in the RTO Works License Agreement.
The information contained in this resource is, to the best of the project team’s and publisher’s knowledge true and correct.
Every effort has been made to ensure its accuracy, but the project team and publisher do not accept responsibility for any
loss, injury or damage arising from such information.
While every effort has been made to achieve strict accuracy in this resource, the publisher would welcome notification of any
errors and any suggestions for improvement. Readers are invited to write to us at
Business Works is a series of training and assessment resources developed for qualifications within the Business Services
Training Package.

Contents
Section 1: Establish effective workplace relationship processes................................................................5
Section 2: Manage effective workplace relationships.................................................................................8
Section 3: Monitor and review management of workplace relationships..................................................13
Student name:
Assessor:
Date:
Business this assessment is
based on:
Team/work unit within the
organisation:
Section 1: Establish effective workplace relationship
processes
Section 1: Establish effective workplace relationship processes
• Describe the organisation you are basing this assessment on.
In the present assessment, the organization named is Boutique Build that is a in the business of
building the boutiques in Australia.
• Provide an overview of the organisation and product/services/programs.

The name of organization is Boutique Build Australia. It is a boutique building organization that is
situated in Sydney. Main work of organization is to prepare high-quality designer homes within
Sydney and nearby areas.
• What are the values and goals of the organization?
Value of business is its quality, innovation, honesty, reliability, leadership as well as respect.
Here, goal of organization is to become the most prestigious and popular builder of boutique
within Australia.
• Describe your job role.
I am working as an Human resource manager where in my responsibility is to perform all the
tasks and activities related to human resources in an efficient manner.
• Explain how your job role takes responsibility for formulating, organising and implementing plans,
processes and strategies.
I am working as an HR manager thus I am responsible to formulate suitable strategies, policies
and plans for smooth functioning of business. Being at higher level position, I take leadership
role while developing and implementing HR strategies and policies.
• Explain how your job role applies the values and goals of your organisation.
With my job role I will be able to handle all the HR related tasks. With this, I can arrange suitable
training sessions for employees which will help in maintaining quality in services. It will lead
organization towards goal attainment in future period of time.
Note: Your job role should be a leadership or management position that plays a prominent role in
establishing and managing processes and procedures to support workplace relationships. As part
of your role, you should use complex and diverse methods and procedures, a range of problem
solving and decision-making strategies and exercise a considerable amount of judgement.
If you are using the case study, assume the role of HR Manager.
• Summarise the legislative requirements relevant to managing and leading workplace relationships.
• Summarise any legislation relevant to workplace relationships in your organisation.
It is stated fair work act 2009 is applied within organization as it helps in providing fair working
conditions to all employees. This legislation is helpful in utilizing the productivity, efficiency of
employees at maximum level. In British Boutique, they apply this legislation in order to make
maximum use of efficiency and skill set of employees.
Summarise any codes relevant to workplace relationships in your organisation.
Code of Conduct is followed by business organization in order to guide staff members in
performing the assign tasks. Main intend of these code of conducts is to assist staff members in
facing the ethical challenges in business. There are a lot of codes such as ethical principles,
respect for others, integrity, conflicts of interest, diligence and more are followed by respective
organization. In this context certain code of conducts are mentioned below:

Ethical principle: It is based on respect for others, diligence, economy and efficiency and
integrity.
Respect for others: As per this code of conduct all the employees working within company are
required to respect each-other. They are required to respond with courtesy and fairness. It is the
responsibility of staff to take fair and appropriate decisions. In addition to this, they need to avoid
discrimination based on gender, sex, background, culture and more.
Integrity: According to this code of conducts, staff members of Boutique build Australia are
responsible to comply with all the necessary policies, regulations that are formulated by higher
authorities of country.
Conflict of interest: In respective organization, staff needs to be honest in terms of their roles and
responsibilities. They need to put maximum efforts in minimizing the conflicts. There are several
reasons of conflicts such as personal beliefs and more. It is required to follow the best practices
in order to minimize internal conflicts.
Diligence: As per this, staff members are responsible to perform the work with due diligence.
They need to take fair, impartial decision for the betterment of whole organization.
• Summarise any standards relevant to workplace relationships in your organisation.
There are ample of standards such as internal communication policy, code of conduct and more
are followed by Boutique build Australia in order to manage relationships at work place. For this
purpose, there are also standards related to diversity policy and procedures that also helpful in
managing better as well as effective relationships at work place.
• Identify organisational requirements relevant to managing and leading workplace relationships.
It is important to minimize internal conflicts and build such an environment wherein all the employees
can work in collaborative manner. Strong relationship at workplace helps in minimizing internal
conflicts, grazes so that all the necessary business operations can be carried out with utmost
efficiency. There are policies related to diversity, conflict management, ethical conduct that helps in
managing as well as leading positive relationships at work place.
As a minimum, your organisation must have policies and procedures that address diversity,
ethical conduct, conflict management and workplace collaboration.
• Summarise policies and procedures that address diversity.
In order to manage diversify culture, organization hire individuals from different cultures,
backgrounds. Here, they also run program of career development where they promote
employees based on their performance. In addition to this, community programs are also
arranged in order to handle cultural stereotype inside and outside of organization. Here, clear
procedure to report against harassment or discrimination. There are diversify policies such as
open communication, mentor program, childcare assistance and more.
Summarise the policies and procedures that address ethical conduct.
In Boutique build Australia, there is a lot of code of conducts have been prepared that help in
operating business in ethical and fair manner. Here, policies are structured related to ethical

conduct. These policies are related with respect others, integrity, economy and efficiency and
more. With the effective implementation of such policies, it is possible to address the ethical
issues within organization in an effective manner.
• Summarise the policies and procedures that address conflict management.
• There are several people belong from different background work together in organization hence
conflicts often arise amongst staff members. There is clear policy in Boutique build Australia in
order to manage conflicts. Here, they identify and address the issue before they turn into
grievances. Employees need to contact to their direct supervisor by following internal procedure
if they have any issues. In the process of conflict management, firstly, the problem is discussed
with supervisor. After this, a written complains need to file which include detail of the situation. If,
employee is dissatisfy with decision then it is possible to appeal about decision in HR
department. If problem cannot resolved with individual action, it might refer to independent body
such as fair work commission.
• Identify and describe the required processes for workplace collaboration from relevant policies
and procedures.
• In respective organization, there is a proper policy of internal communication that facilitates
communication among team members and strengthens the relationship of team members.
Feedback is taken from employees through different mediums in order to make improvements in
future period of time.
• Summarise any other relevant workplace documentation and resources available for workplace
relationships (e.g. communications policy and procedure, performance review policy and
procedure).
There are resources and documentation related with communication policy is available within
boutique build Australia. Main aim of this documentation or resource is to ensure that employees
follow the relevant policies and procedures and code of conduct.
• Attach the policies and procedures to this section of your portfolio as proof.
There are several policies related with code of conduct, communication, diversity and more are
followed in organization with an aim to ensure smooth functioning of business.
• Use the legislative and organisational requirements you’ve identified to develop processes that
support workplace relationships.
Consultation process: Consultation process is related with taking suggestions, feedback, reviews of
employees so that workplace relationship can be managed in effective manner. In respective
organization, there are some mechanisms through which employees can provide their inputs on work
related matter. These mechanisms are mentioned below:
Face to face discussion: For this purpose, a meeting is arranged wherein individuals can interact with
each-other in formal and informal manner.

Social media groups: Here, all the team members are connected via social media groups on
different platforms such as Whatsapp, Face Book, Instra gram and more. In this, all the team
members can share their thoughts and interact with each other.
Surveys: In survey, opinion of all the employees is gathered on a particular aspect. With this
information, it is quiet easy for manager to take appropriate decisions.
Suggestion box: Here, suggestion box will be kept near to the cabin of HR. Employees can write
down their suggestions and put it in the box. HR manager will go through with the suggestions of
employees and implement those suggestions appropriately.
Conflict management process: It is seen that conflict often take place amongst employees. In this
context, process of conflict management in respective company is mentioned below:
Cultural and social sensitivities: Here, employees understand culture of each other so that they are
able to work with each other in an effective manner.
Differences in interpersonal, communication styles and leadership styles: In this, different leadership
style is followed in order to handle the situation in best possible way. Employees take guidance, support
from leaders so that they can resolve the issue appropriately.
Communication mechanisms: At this stage, employees of respective organization follow different
mechanism of communication so that they can avoid conflicts.
Processes for escalated issues:
Discussion with supervisor: At this stage, employees discuss their issues with immediate supervisor.
Here supervisor is required to respond the complaint within five working days.
Written complaint and decision: In case of inefficiency of supervisor to resolve the complaint,
employee needs to submit complaint to senior in written format. Here, senior management will schedule a
meeting with employee to resolve issue.
Appeal of discussion: On dissatisfaction with decision of seniors, employee can appeal to HR
department within five working days.
Further action: If it is not possible to resolve the issue at senior level, it need to refer to independent
body like Fair work commission.
Note: Each document must be written in clear and concise English, be professionally presented,
grammatically correct and error free. Include appropriate vocabulary.
Include:
• consultation processes for employees to contribute to issues that relate to their work role.
Note: Describe the type, frequency and process required for at least four mechanisms where staff
can provide input into a range of workplace related matters.

Examples of mechanisms include:
face-to-face discussions (formal and informal)
social media groups
dedicated email address for workplace feedback
surveys
suggestion box.
Make sure you:
provide specific details (e.g. for a suggestion box, indicate the location of the box and how
suggestions will be recorded and actioned).
support, engage and motivate staff through your processes.
• conflict management processes.
Note: Describe the processes that should be followed by employees to manage conflict. In your
processes, consider:
cultural and social sensitivities.
differences in interpersonal, communication styles and leadership styles.
communication mechanisms
• processes for escalated issues (e.g. a hierarchy of responsibility to refer to relevant personnel).
Note: Describe processes that include:
responsibilities of managers in disputes
responsibilities of employees in disputes
the process by which a dispute will be escalated.
relevant legislative considerations.
• Attach the processes to this section of your portfolio.
Attach:
Proof of policies and procedures relevant to workplace
relationships
Workplace relationship processes (consultation, conflict
management, escalation)

Section 2: Manage effective workplace
relationships
If you are basing this assessment on your own business, make sure you have enough information
available to:
delegate and support the work of two staff members (at least one staff member should have a diverse
background, such as culture, gender or disability).
address two separate conflict situations (at least one conflict should involve ethical conduct).
If you are basing this assessment on the case study, refer to the Simulation pack for additional
information.
• Identify the workplace relationships you will manage and lead by completing the table below.
• Note: You may use the same staff members for different workplace interactions, if
necessary.
•
• Identify… • Staff members • Additional information
…staff members to whom you
will delegate work tasks to (at
least two):
Human resource support
officer
Learning and development
coordinator
It is identified that HR support officer
do some of the work from home as
she needs to go for school drop and
pick up of her children. In addition to
this, she belongs from Iranian
culture which is visible in her
accent as well as personality.
Here, learning and development
officer is newly appointed employee
in organization.
…staff members who will
participate in consultations
regarding work relationship
issues (at least two):
Human resource support
officer
Learning and development
coordinator
She joined office recently after
growing up her 4 children
Learning and development officer
used to comment on dressing sense
and personality of HR support officer.
…staff members who will Human resource support Na

participate in conflict
management relating to
workplace relationships (at
least two):
officer
Learning and development
coordinator
• Delegate and confirm responsibility for fulfilling work tasks to at least two staff members (identified in
the previous question).
• Complete the table to plan work delegation.
• Unless already viewed in person by your assessor, attach proof of your two delegations and
confirmations to this section of your portfolio (e.g. video recording of face-to-face meeting with
follow up email, completed workplan and screen shot of folder system showing cloud-based
location where it is stored etc.).
• Note: You must delegate the work tasks and confirm the responsibilities to the two staff
members on separate occasions. You may delegate the work tasks and confirm the
responsibilities in any appropriate manner as long as it adheres to the organisation’s policies,
procedures and protocols. For example:
meet face-to-face with the staff member to discuss allocated work and follow up with an email.
create a project schedule and share the link with relevant employees.
complete a work plan for the staff member and sharing the plan via the organisation’s cloud-
based document sharing platform.
• As you delegate tasks and confirm responsibilities, adapt your communication style to build
trust and ensure positive working relationships (e.g. use a friendly and professional style
etc.). You will be assessed on this.
•
• Occasion 1 • Occasion 2
To who will you delegate
work to?
Human resource support officer Leadership and development
coordinator
What work/responsibilities
will you delegate and
confirm for each identified
staff member?
I will delegate the work to HR
support officer to advertise the
job positions in order to get
qualified candidates onboard
with company.
I will delegate him the work to
undertake the survey of
learning requirements of staff
members.

How will you delegate the
work tasks and confirm the
responsibilities (twice, on
separate occasions)?
For this purpose, I will prepare
a work plan in which I will
delegate the work on the
basis of capabilities and skill
of both the employees.
I will delegate the work as per
the ability of individuals and
also ensure that they take
complete responsibility of
delegated work
How will you adapt your
communication style to
build trust and ensure
positive working
relationships?
As HR support officer belongs
to iran and follow Islamic
religion so I will modify my
communication style as per her
culture in order to build strong
working relationships.
Here, leadership and
development coordinator is a
new employee thus I will
interact with him with patience
and calmness.
• Support the two staff members to achieve their work responsibilities (delegated in the previous
question).
• Complete the table to plan your support.
• Unless already viewed in person by your assessor, attach proof of your two separate support
efforts to this section of your portfolio (e.g. video recording of informal discussion, checklist of
duties, photo of project schedule on notice board etc.).
• Note: You must support the two staff members on separate occasions. You may provide
support as long as it adheres to the organisation’s policies, procedures and protocols. For
example:
coaching/mentoring/training.
providing a checklist of tasks and responsibilities.
place a team project schedule on the office notice board.
having regular informal discussions on the employee’s progress or performance.
using a larger font for visually impaired employees.
Make sure you follow the relevant diversity organisation’s policies and procedures as you support
diverse staff members. You will be assessed on this.
• Occasion 1 • Occasion 2
How will you support each
team member?
I will provide complete
guidance and help HR support
officer so that she can maintain
balance in personal and
professional life.
I will guide, direct as well as
lead to leadership and
development coordinator as he
is new and not much aware with
the environment.

How does your support
follow the policies and
procedures related to
diversity?
HR support officer is a lady and
belong to Islamic religion. I don’t
discriminate with her on the
basis of her gender and religion.
I provide equal opportunity to
leadership and development
coordinator regardless consider
his experience in company.
What information should be
conveyed as you support
the team member?
Flexible work hours arranged
for HR support officer shows my
support to team member.
Work Feedback demonstrates
that how much I concern about
betterment of team members.
• Seek employee input to identify work relationship issues.
• Note: You must seek employee input on two separate occasions, following the
collaboration and consultation processes established in Section 1.
• At least one workplace issue should involve the ethical conduct of a staff member.
• Complete the table to plan your consultation/collaboration.
• Unless already viewed in person by your assessor, attach proof of your two separate
collaboration/consultations to this section of your portfolio (e.g. video recording of informal
discussion, photo of suggestion box and completed suggestion slips etc.).
• Occasion 1 • Occasion 2
How will you facilitate
consultation and collaboration
on two separate occasions
(e.g. host a team
brainstorming session, set up
a suggestion box, meet with
individual staff member for
coffee and chat)?
For facilitating collaboration,
I arrange survey so that I
can take the feedback from
employees regarding HR
team and their work.
Here, Informal group catch-ups
had been undertaken by me in
order to consult with staff
members.
How does your facilitation
follow the collaboration and
consultation processes
established in Section 1?
In context of my
consultation process, I
carried out face to face
discussion with staff
members and place a
suggestion box where they
can put their suggestions for
improvement. I also take
survey through social media
groups in order to gather
necessary information from
In reference of the
consultation process, I
undertake face to face
discussion with staff
members followed by
informal catch-ups. I also
undertake survey in order to
get the true opinion of staff
members.

employees.
• Complete the table to summarise the outcomes of your collaboration/consultation:
• Occasion 1 • Occasion 2
What workplace relationship
issues were identified (at
least two)?
Accent as well as fast talking
habit of HR support officer is
the major issue at work place
(Appendices 2)
Learning and development
officer used to pass negative
comment on clothing of HR
officer. He also shows
inappropriate facial
expressions about flexible
work arrangement of HR
officer. (Appendices 3 )
How does the issue involve
ethical conduct? (at least one
issue should include ethical
conduct)?
Na The behavior of learning and
development officer was
against the diversity policy.
Thus, it needs to consider as
ethical misconduct.
• Address the identified workplace relationship issues.
• Complete the table to plan your conflict/dispute resolution to provide feedback on the
consultation processes and address the relationship issues.
• Unless already viewed in person by your assessor, attach proof of feedback on two separate
occasions to this section of your portfolio (e.g. video recording of team meeting, email etc.).
• Unless already viewed in person by your assessor, attach proof of your efforts to address the
issues to this section of your portfolio (e.g. video recording of mediation, email to remind staff of
ethical conduct requirements etc.).
• Unless already viewed in person by your assessor, attach proof of how you provided guidance,
counselling and support on two separate occasions.
• Note: You must address the workplace relationship issues on two separate occasions,
following the conflict management and escalation processes established in Section 1. This
may, for example include:
Mediation
email to remind staff of appropriate conduct
poster showing ethical responsibilities
escalation to higher management levels.

• Occasion 1 • Occasion 2
• How will you provide
feedback to the relevant staff
members on the outcomes of
the consultation (e.g. staff
newsletter, email, as part of a
team meeting etc.)?
A thanking mail will forward in
order to show the gratitude to
staff members for their helping
nature. (Appendices 1 )
Here, feedback will be
provided through informal
catch-up. With informal
meetings, I will assure staff
member to take suitable steps
against ethical misconduct.
How will you address the
workplace relationship issue?
(e.g. act as a mediator between
two individuals, provide training
on appropriate language at work
etc.)?
HR support officer having
issue related to accent so that I
will forward her link of you tube
videos on effective
communication (Appendices
4).
A poster of staff code of
conduct will be created by HR
manager (Appendices 5)
How will you provide guidance,
counselling and support to assist
the staff members overcome their
relationship difficulties?
(Make sure you demonstrate your
ability to motivate and engage
others)
By taking follow up on the
coaching sessions
(Appendices 6)
Offering training to learning
and development officer on
cultural aspects and awareness
regarding body language.
(Appendices 7)
How does your conflict
management follow the conflict
management and escalation
processes established in Section
1?
Here suitable actions are taken
on complaint of employees
within minimum period of time.
If, employees are not satisfied
with the decisions, they can
further contact to higher
authorities
Attach:
Proof of work task delegation and responsibility
confirmation (x2)
Proof of staff support efforts (x2)
Proof of collaboration/consultations (x2)
Proof of feedback regarding consultation outcomes (x2)
Proof of conflict management efforts (x2)
Proof of guidance, counselling and support (x2)

Section 3: Monitor and review management of
workplace relationships
• If you are basing this assessment on your own business, make sure you have enough information
available to monitor the outcomes of your efforts to address the workplace relationships.
• If you are basing this assessment on the case study, refer to the Simulation pack for additional
information.
•
• Before you begin, read through Section 3. You may perform each step separately and submit
separate proof for each step, or you may combine the steps into one event (e.g. a single meeting)
and submit one single proof for all the steps in this section.
• Monitor the outcomes of your efforts to resolve workplace relationship issues in Section 2.
• Complete the table to plan and summarise the outcomes of your monitoring efforts.
• Unless viewed in person by your assessor, attach proof of how you monitored the outcomes of
the conflict management to this section of your portfolio.
• Occasion 1 • Occasion 2
How will you monitor the
outcomes for each occasion
(e.g. follow-up discussion,
survey, observation etc.)?
Follow-up survey is taken in
order to know the progress of
challenge of fast speaking and
accent issue of HR support
officer.
Here, meetings will be held
with HR support officer to deal
with misconduct issue of
Coordinator.
Summarise the outcomes of
monitoring efforts.
With the improvement efforts,
communication skills of HR
support officer increased.
After the training, Coordinator
stopped to remark on attire of
HR support officer.
• Communicate the outcomes of the conflict management for both identified workplace relationship
issues to the relevant staff members (e.g. email, informal discussion etc.).
• Complete the table to plan your communication.
• Unless viewed in person by your assessor or it forms part of a previous step, attach proof of your
communication of outcomes to this section of your portfolio.

• Occasion 1 • Occasion 2
How will you communicate
the outcomes?
The outcome will communicate
through emails (Appendices 8)
Here, outcome will
communicate via meeting with
particular member
• Seek feedback from relevant staff members (at least two) on how you have managed the workplace
relationships.
• Complete the table to plan and summarise feedback.
• Unless viewed in person by your assessor or it forms part of a previous step, attach proof of how
you sought feedback to this section of your portfolio.
• Occasion 1 • Occasion 2
How will you seek feedback? Meeting with HR support
officer
Meeting with Learning and
development coordinator
Evaluate the feedback:
What did you do well?
How can you improve your
leadership style?
I personally interact with HR
support officer. I can handle it
in better way by maintaining
open communication so that
she can talk about the
discrimination earlier.
I arranged proper training for
coordinator but I also need to
take his feedback on the
situation.
Identify at least one area for
improving future workplace
relations leadership in your
organisation.
Need to maintain such an
environment where employees
can interact without any
hesitation.
Need to arrange proper training
and induction for new
employees in order to build
strong cross culture
relationships at work place.
Attach:
Proof of how you monitored the outcomes of the conflict
management (x2)
Proof of communication of outcomes (x2) – if relevant
Proof of how you sought feedback (x2) – if relevant
Provide answers in your own words to all of the questions below:

• Identify five ways in which workplace systems and policies and procedures can assist in building
effective relationships.
Minimize conflicts: Workplace system, policies provide clarity to employees which further minimize
the conflicts in order to build relationship.
Facilitate communication: Communication policies helps in strengthening the bond of individuals
within organization.
Facilitate collaborative work culture: Appropriate policies are helpful in facilitating collaboration at
work place wherein all the employees can work collectively for enhancement.
Positive work conditions: With effective business policies, it is possible to maintain positive work
condition with an aim to strengthen relationship of work force.
Resolving issues: It is identified that clear policies also help in minimizing issue, challenges faced by
employees at work place.
• Workplace policies and procedures are often based on legislation and regulations. Discuss the
purpose of each of the following Acts and for each Act explain why the Act is important for ensuring
effective workplace relationships.
• Age Discrimination Act 2004: As per this law people of all age have fundamental rights related
to equality.
• Disability Discrimination Act 1992: According to this, it is unlawful to discriminate individuals in
the areas such as public life, education and more. This act protects disable persons from
discrimination.
• Fair Work Act 2009: This act provides protection of rights such as workplace right, right to
engage in industrial activities and more.
• Racial Discrimination Act 1975: This act promotes equality for all people regardless of face
color, race, nationality and ethnic origin.
• Sex Discrimination Act 1984. Here, it provides protection against discrimination with a person
due to sex, gender, identity, marital or relationship status.
• Explain how effective problem-solving and conflict resolution strategies outlined in policies and
procedures can support the identification and resolution of workplace problems, thus maintaining
effective workplace relationships.
Problem solving approach and conflict resolution helps in addressing the issues faced by
employees in an effective manner. With the conflict resolution strategies, it is possible to deal with
internal conflicts and grazes in an appropriate way.

Explain the purpose of a workplace Code of Conduct and how it can assist in ensuring
a harmonious workplace and the way in which staff interact and communicate with each other.
Code of conduct is prepared in order to enforce as well as implement legal and ethical policies in
business. With the implementation of ethical practices, it is ensured that all the employees work with
utmost efficiency for success of business entity. It ensures that all the employees respect each other
which facilitate proper and effective communication at work place.
• Many workplaces encourage their staff to build networks both internally and externally to the
organisation. This may be through online networks, such as LinkedIn, or by engaging with the
community and other services or business that may be of benefit to the organisation. Furthermore,
professional development processes encourage staff to meet new people by attending conferences,
training sessions and other events. Discuss three reasons why networking can lead to a more
productive and effective workplace environment.
Networking allows employees to learn more from experienced people that allow them to perform
assigned work with great efficiency.
With networking, it is possible to learn new skills, knowledge so that individual can work for
betterment of organization.
Networking improved interpersonal skills which further helps in interacting with different people at
work place in an efficient manner.
• Not everyone is the best at communicating or interacting with other people. A workplace will consist
of people from different backgrounds and cultures, those with different life, education and work
experiences, those with varying abilities and needs. Some organisations have in place a variety of
systems and supports for their staff. These may relate to staff wellbeing/ employee assistance
programs, training in soft skills such as communication and interpersonal skills, diversity training, and
so on. Explain how these types of processes can assist staff to work more effectively together.
• It is true that people of different background work together in organization. Due to this, it is common
to arise conflicts in between. However, conflict management, proper training, training of
communication can help in improving interpersonal skills of employees. With this, employees
develop skills related to cross culture that assist them In interacting with each-other in rightful
manner. With these processes, it is possible to motivate staff to work in best possible way.
• Explain the value of consulting with employees on topics such as workplace issues, innovation,
diversity, work health and safety, and professional development.
With the consultation on work place issues, it is easy to resolve the issue in timely manner.
Discussion about innovation helps in facilitating innovation and creativity at work place. With
discussion related to diversity, it is easy to maintain diversify environment within organization. In
addition to this, accidents can be minimized through consultation regarding work health and safety.

On other side, professional development is significant in identification of need of training and
development.
• Explain the requirements under Modern Awards to consult with employees, including the
circumstances in which consultation is required and the steps that must be taken by employers in
consulting with employers.
During awards, it is required to take consultation from employees. Here, consultation is required to
choose best employee who really deserve the reward. Modern awards refer to offer entitlements to
employees such as pay, hours of work, types of employment, dispute settlement and more.
Consultation can be taken through emails, informal meetings and more.
• List five different ways an employer may choose to consult with employees.
Formal meetings: In this, employer conduct meeting where they formally interact with employees.
Informal Catch ups: Here, employers communicate with staff members on informal meetings. They
can interact on dinner, coffee meetings and more.
Email: It is one of the formal and widely used ways of consultation in business.
Workshops: Here, employer can take the opinion of employees during workshops, seminars.
Telephonic conversation: During this consultation session, employer communicate with employees
over the call in order to record their opinion, view points on particular aspects.
• Describe a general process for conflict management.
In the first step, source of conflict is identified. It helps to know the origin of conflict which further
allows business managers to resolve conflicts in an efficient manner.
Here, it is required to look beyond the situation as it is important in order to identify actual cause of
conflict at work place.
After getting the view point of each and every relevant person, it is required to take look for suitable
solutions.
The last step is agreement between both the parties in order to avoid any disruptions in future period
of time.
• List four ways an employer must manage the tasks and responsibilities of employees.

Provide safe environment to employees: It is the responsibility of employer to ensure that employees
work in safe and secure environment.
Examine workplace condition: Here, employer is required to assess the workplace conditions in
order to provide a positive environment to employees.
Make sure availability of suitable resources: It is the duty of employer to ensure that there are
adequate numbers of equipments available with employees.
Offer training sessions: Employer is required to identify training requirements and provide
appropriate training to employees.
• Discuss how a manager can address cultural and social sensitivities in their team to ensure
inclusivity and be mindful of diversity.
Here, managers can arrange activities, meetings wherein employees can interact with each other.
With these activities, employees get to know the culture, values of each other that helps in facilitating
inclusion within team.
Assessment Task 1: Checklist
Student’s name:
Did the student provide a
sufficient and clear answer
that addresses the
suggested answer for the
following?
Completed
successfully? Comments
Yes No
Question 1

Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Question 9
Question 10
Question 11
Question 12
Task outcome: • Satisfactory • Not satisfactory
Assessor signature:
Assessor name:
Date:

Appendices 1
Send
To: [e-mail]
From: [e-mail]
Subjec
t
Outcomes of Consultation process
Dear Employees,
I would like to show my gratitude towards your cooperative and collaborative nature. I really
appreciate the efforts of all the employees of providing true and fair feedback which will help
us in further improvements. The consultation process was smooth and helped me to gain
familiarity with the root cause of issues.
I assure you to resolve the issues within minimum period of time.
Regards
XYZ
HR Manager
Boutique Build
Appendices 2
Send
To: [e-mail]
From: [e-mail]
Subjec
t
Feedback of HR support officer

Respected HR manager,
This is regarding the feedback of HR support officer. Employees are facing issues with the
accent and fast talking habits of HR support officer.
Kindly, look in the matter and do needful.
Regards
XYZ
Staff head
Boutique Build
Appendices 3
Send
To: [e-mail]
From: [e-mail]
Subjec
t
Feedback of learning and development coordinator
Dear HR manager,
There are issues related inappropriate behaviour of learning and team development officer
might hamper the overall environment of organization.
Kindly, look in the matter and do needful.
Regards
XYZ
Staff head
Boutique Build

Appendices 4
Send
To: [e-mail]
From: [e-mail]
Subjec
t
Steps to address the issues
In order to deal with the accent and fast-talking issues of HR support officer, I am going to
arrange appropriate training sessions and will provide her necessary study material so that she
can improve her communication skills.
Regards
XYZ
HR manager
Boutique Build
Appendices 5
Send
To: [e-mail]
From: [e-mail]
Subjec
t
Steps to handel the work place issue
To improve the behaviour of learning and development coordinator, a poster will be prepared
which will visually display the code of conduct principles.

Regards
XYZ
HR manager
Boutique Build
Appendices 6
Send
To: [e-mail]
From: [e-mail]
Subjec
t
Guidance and support to staff members
I will take the regular follow up with HR support officer on the progress of her communication
coaching.
Regards
XYZ
HR manager
Boutique Build
Appendices 7
Send
To: [e-mail]
From: [e-mail]
Subjec
t
Guidance and support to staff members

I will provide complete guidance as well as counselling to learning and development officer in
order to enhance his knowledge regarding cultural aspect and body language awareness.
Regards
XYZ
HR manager
Boutique Build
Appendices 8
Send
To: [e-mail]
From: [e-mail]
Subjec
t
Outcome of feedback
I would like to inform you regarding the outcome of survey. As the result of survey, it is found
that you have improved your communication skills. Now, employees are able to understand
your tone, voice and accent. It is really appreciable that you improved a lot in such short time of
period. I wish you all the luck for your future endeavours.
Regards
XYZ
HR manager
Boutique Build