BSBLDR502: Lead & Manage Effective Workplace Relations at AHIC

This assignment solution for BSBLDR502, 'Lead and Manage Effective Workplace Relations,' addresses key aspects of workplace dynamics within the context of Perfect Coffee Bar. It includes the development of communication strategies through a team communication plan, creation of a team charter focused on resolving workplace harassment issues, and establishing processes for issue resolution, such as employee dissatisfaction due to workload imbalances. The solution further facilitates feedback mechanisms to assess the outcomes of consultation processes, using Key Performance Indicators (KPIs) like financial metrics and customer satisfaction to measure success and drive organizational improvements. The assignment emphasizes the importance of collaboration, resource allocation, and continuous improvement to foster a positive and productive work environment.

Assessment Details
Qualification Code/Title
Assessment Type Assessment -02- Assignment Time allowed 1 Week
Due Date Location AHIC Term / Year
Student Details
Student Name Student ID
Student Declaration: I declare that the work submitted is my own,
and has not been copied or plagiarised from any person or source.
Signature: ____________________________
Date: _____/______/__________
Assessor Details
Assessor’s Name
RESULTS (Please Circle) SATISFACTORY NOT SATISFACTORY
Feedback to student:
..................................................................................................................................................................................................
..................................................................................................................................................................................................
..................................................................................................................................................................................................
......................................................................................................................................................................................
Student Declaration: I declare that I have been
assessed in this unit, and I have been advised of my
result. I am also aware of my appeal rights.
Signature: _______________________________
Date: ______/_______/___________
Assessor Declaration: I declare that I have conducted a fair, valid,
reliable and flexible assessment with this student, and I have
provided appropriate feedback.
Signature: ________________________________________
Date: ______/_______/___________
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia
|RTO NO: 41338 | CRICOS Provider Code: 03449J
BSBLDR502 Lead and Manage Effective Workplace Relation Version V1.0/ January
2019
Review Date:
December 2019
Page 1 of 28
Unit of Competency
National Code/Title BSBLDR502 Lead and Manage Effective Workplace Relation

Instructions to the Candidates
 This assessment is to be completed according to the instructions given below in this
document.
 Should you not answer the tasks correctly, you will be given feedback on the results
and gaps in knowledge. You will be entitled to one (1) resubmit in showing your
competence with this unit.
 If you are not sure about any aspect of this assessment, please ask for clarification
from your assessor.
 Please refer to the College re-submission and re-sit policy for more information.
 If you have questions and other concerns that may affect your performance in the
Assessment, please inform the assessor immediately.
 Please read Seven Questions Carefully thencomplete all tasks.
 To be deemed competent for this unit you must achieve a satisfactory result with tasks
of this Written Quiz along with a satisfactory result for the other two assessments.
 This is an Open book assessment which you will do in your own time but complete in
the time designated by your assessor. Remember, that it must be your own work and if
you use other sources then you must reference these appropriately
 This is Individual Assessments. Once you have completed the assessment, please
provide the Soft copy of the Assessments in AHIC Moodle.
 Plagiarism is copying someone else’s work and submitting it as your own. Any
Plagiarism will result in a mark of Zero.
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia
|RTO NO: 41338 | CRICOS Provider Code: 03449J
BSBLDR502 Lead and Manage Effective Workplace Relation Version V1.0/ January
2019
Review Date:
December 2019
Page 2 of 28

Assessment Event 2 – Perfect Coffee Bar
Simulation
In this assessment, you will undertake a number of tasks related to establishing procedures and using consultation to
support the development of workplace relationships at Perfect Coffee Bar. In this simulation, you will perform the
following actions:
 develop communication strategies for the achievement of work responsibilities
 develop team charter to ensure consultation
 facilitate feedback on outcomes of the consultation processes
 develop processes to ensure that issues are resolved.
Task 1: Manage Ideas and Information
In this task, you will demonstrate your skills in developing and implementing effective strategies to manage ideas
and information, particularly with work responsibilities, consultation with work issues.
1
.1 Develop communication strategies for the achievement of work responsibilities
Insert your responses into the Team Communication Plan template which is a separate document provided to you by
your Assessor.
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia
|RTO NO: 41338 | CRICOS Provider Code: 03449J
BSBLDR502 Lead and Manage Effective Workplace Relation Version V1.0/ January
2019
Review Date:
December 2019
Page 3 of 28

Communication Frequency Goal Owner Audience
email weekly Review the
project status
Project manager Project team
and project
supervisor
Team stand-up
meeting
daily To see what the
team members
did yesterday,
what they will
be today
Project manager
and the team
leader
The employees
Post mortem
meeting
At the end of
the project
To see what
were the issues
in the meeting
and how they
are to be
solved.
Project manager Project team
1.2 Develop team charter to ensure consultation
Insert your responses below:
Team Purpose
The overall objective is to analyze and find out the solution of the workplace harassment issues that have started
cropping up in the Perfect coffee Bar. This will surely help in the smoothening the organizational setup by finding the
suitable solutions to these issues1. The team is also committed to work with a proper collaborative effort so that the
issues can be solved2.
1 Johnson, S. L. (2015). Create effective anti-bullying policies. Nursing management, 46(5), 40-45.
2 Ali, Kader, et al. "Symptoms Versus Problems (SVP) Analysis On Job Dissatisfaction And Managing
Employee Turnover: A Case Study In Malaysia." International Journal of Economics, Commerce and
Management United Kingdom 3.4 (2015): 1-29.
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia
|RTO NO: 41338 | CRICOS Provider Code: 03449J
BSBLDR502 Lead and Manage Effective Workplace Relation Version V1.0/ January
2019
Review Date:
December 2019
Page 4 of 28

Duration and time commitment
The team will be working for 6 months in order to solve all the organizational ethics.
Scope
The team will mainly try to interact with the employees who are facing some problems. They will also make sure that
they are involving the employees in each and every decision that are being taken.
Members
David Dame-Team leader
Ron Dame
Lauren
Fedder
Deborah
Donald Ralph-Team Sponsor
Desired end result
The team will try to make sure that they are being able to interact with all the employees in a proper manner. They
will also have to devote a major amount of their time in understanding about the problems and also in solving the
same. In order to do that they will have to provide about 50 percent of their strength that will be devoted to the R&D
method3. They will make sure that they are able to increase their work force and carry on their work on a proper way.
Supporting resources
The team needs proper access to the modern ICT methods of communication. The scientific tools like video calling,
video conferencing and many other such methods are needed for the uninterrupted and effective communication
among the team4.
Reporting plan
3 Balk-Møller, Nina Charlotte, Sanne Kellebjerg Poulsen, and Thomas Meinert Larsen. "Effect of a nine-
month web-and app-based workplace intervention to promote healthy lifestyle and weight loss for
employees in the social welfare and health care sector: a randomized controlled trial." Journal of medical
Internet research 19.4 (2017).
4 Mowbray, Paula K., Adrian Wilkinson, and Herman HM Tse. "An integrative review of employee voice:
Identifying a common conceptualization and research agenda." International Journal of Management
Reviews 17.3 (2015): 382-400.
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia
|RTO NO: 41338 | CRICOS Provider Code: 03449J
BSBLDR502 Lead and Manage Effective Workplace Relation Version V1.0/ January
2019
Review Date:
December 2019
Page 5 of 28

The team leader will be providing proper reporting materials, feedback sessions and others in order to understand the
amount of participation of the employees. The progress report and the other kinds of
Deliverables
The team will try to deliver the desired changes, the project benefits and the entire organizational set up.
Links
The team will have to work in connection with the workplace safety maintenance, allocation of the work program
and others.
1.3 Develop processes to ensure that issues are resolved
Issues Date Source Status Outcome Communication
Employee
dissatisfaction
18th feb, 2019 The employee
feedback
sessions
Reason of
employee
dissatisfaction
being that they
are facing a huge
workload and
less number of
employees.
The number of
employees is to
be increased and
the work is to be
properly divided
among the
employees.
The Managers
will be
communicating
to the
employees for
the recruitment
of the new
employees for
each
department
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia
|RTO NO: 41338 | CRICOS Provider Code: 03449J
BSBLDR502 Lead and Manage Effective Workplace Relation Version V1.0/ January
2019
Review Date:
December 2019
Page 6 of 28

Explain:
The issue that is found is the fact that the coffee bar is increasing the number of branches. As a result of this there is
more number of tasks. The needs and demands of the customers are also increasing. As a result of this the coffee bar
has to work on increasing the number of staffs5. However increasing the number of staffs is not the main thing. They
have to make sure that they are trying their level best to work on their operation system6. This is because of the fact
that if they do not recruit more number of employees they will not be able to fulfil the needs and the demands of
the customers. As a result of this the coffee Bar is now trying to carry on an in-depth communication and meeting
with their employees. This will enable them to know the main issues that are being faced by the employees. It is
based on that analysis which will help the organization to take the necessary steps 7. They have found that the major
issue is the excessive work load due to the increasing customer base of the organization. Even after recruiting
additional employees there are some or the other problems in the operations of the newly opened branches of the
organization. Thus, the organization has properly communicated the entire thing with the employees8.
Apart from this, the organization is also facing some problems due to the discriminations among employees based
on their social status, religion, age and other such backgrounds. This is also a result of disbalance between the work
load and the less number of employees. This is also evident from the background of the company issues. It is for this
5 Di Fabio, Annamaria. "Positive Healthy Organizations: Promoting well-being, meaningfulness, and
sustainability in organizations." Frontiers in psychology 8 (2017): 1938.
6 Davis, Paul J. "Implementing an employee career-development strategy: How to build commitment and
retain employees." Human Resource Management International Digest 23.4 (2015): 28-32.
7 Balk-Møller, Nina Charlotte, Sanne Kellebjerg Poulsen, and Thomas Meinert Larsen. "Effect of a nine-
month web-and app-based workplace intervention to promote healthy lifestyle and weight loss for
employees in the social welfare and health care sector: a randomized controlled trial." Journal of medical
Internet research 19.4 (2017).
8 Beer, Michael. "Lead organizational change by creating dissatisfaction and realigning the organization with
new competitive realities." The Blackwell Handbook of Principles of Organizational Behaviour (2017): 385-
401.
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia
|RTO NO: 41338 | CRICOS Provider Code: 03449J
BSBLDR502 Lead and Manage Effective Workplace Relation Version V1.0/ January
2019
Review Date:
December 2019
Page 7 of 28

that Amjad and Jai were fighting with each other as they had problems in going for their lunch at the scheduled
lunch break.
The organization has decided to recruit more employees and make sure that the burden of the work is properly
distributed among all the departments. This will enable the employees to divide their load of work and carry on with
the pressure in a proper way.
1.4 Facilitate feedback to team on outcomes of the consultation processes
Insert your responses below:
The consultation process will have some or the other kinds of outcomes that will be described through the Key
Performance indicators
Financial Metrics
Profit: The organization must always look after this matter. They should be recruiting more employees so that the
work can be done properly and within the right amount of time. Both the gross and the net profit must be increased.
Cost Of Goods Sold-The main problem faced by the company is the lack of coordination among employees due to
less manpower. As a result of this the quality and the quantity of the goods will be hampered. Thus more amounts of
employees have to be recruited and trained. This will improve the quality of the goods and they can be sold at a
good price.
Customer Lifetime Value (CLV)
The company will have to make sure that the customers are getting a proper service from the company.
The CLV or the customer lifetime Value is one of the most important things that must be taken care of b y
the company. As the company has recently started many new out lets and a wide range of products, they
have to make sure that they are taking proper care of the customer complaints as well. The customers not
only want a wide variety of products but also a good service. This can be done by taking care of all the
customer needs. It is for this reason that Perfect coffee Booth must take care of the needs of all their
customers.
Task 2: Establish Systems to Develop Trust and Confidence
In this task, you will demonstrate your skills in developing and implementing strategies to develop trust and
confidence. This will include systems as well as interpersonal behaviour.
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia
|RTO NO: 41338 | CRICOS Provider Code: 03449J
BSBLDR502 Lead and Manage Effective Workplace Relation Version V1.0/ January
2019
Review Date:
December 2019
Page 8 of 28

2.1 Establish policies and procedures to ensure cultural diversity and ethical values are
followed
Insert your responses below:
Policies like-
No Discrimination Act must be started and also followed within the organization. This will be helping the
organization to make sure that they are being able to properly maintain their cultural value within the organization.
All the employs are to be given equal amount of treatment and the promotions are to be done on the basis of their
merits and not on the basis of their cultural, social or economic background.
Equal Wage Act must also be carried on properly within the environment of the organization. This will be helping
the managers to maintain the happy environment within the organization. In order to do this they have to make sure
that all the employees are getting proper amount of salary. There must be no distinction among the employees
based on their social status, economic, linguistic or religious background. As a result of this all the managers have to
make sure that they are providing an equal amount of pay to all their employees irrespective of the social or the
religious backgrounds of their employees.
 Workplace Harassment and Conflict Policy
The Anti work place harassment and conflict policies must be established so that they can ensure a free and
employee friendly ambience for all the employees. This will be helping the management to make sure that there is a
complete protect ion for the female employees. None of the female employees or any other employees from the
minor backgrounds be subjected to any kids of harassment or bullies.
The ethical values that must be maintained are as follows
Dedication
It has to be maintained by the managers and the other officials that the employees are working with proper
education. The employees need to give their full potential in order to get the work done in a proper manner. They
have to be much careful towards their employees so that they can carry on with the work properly.
Under no circumstances the employees can bully each other. They have to understand that they must act as the
support system of each other. They must be making sure that the employees are supporting and helping each other.
Respect is also one of the most important parts of the company ethics. It has to be maintained by each and every
member of the Coffee Bar so that they do not misbehave with anyone. All the managers have to ptoprl take cre of
the interests of each other and treat with proper respect.
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia
|RTO NO: 41338 | CRICOS Provider Code: 03449J
BSBLDR502 Lead and Manage Effective Workplace Relation Version V1.0/ January
2019
Review Date:
December 2019
Page 9 of 28

2.2 Gain and maintain the trust and confidence of colleagues
Your Assessor will observe you using Observation Check Sheet 1.
Refer to your Student Assessment Guide for detailed instructions.
Insert your reflection here:
The purpose of the session is to make sure that all the colleagues are able to
stay confident throughout the course of the business. All the employees of the
Coffee Bar have to support each other and make sure that they are acting as the
support system of each other.
The main purpose is to maintain a proper confidence level among all the
employees. This has to be made sure that the employees are taking part in all
the decision making process. This can be done if the managers are including all
the employees in their decision making prove and also making them accept
many challenges. This will help them to understand that they are capable of
taking up challenges.
Proper confirmation must also be taken from all the employees before indulging
them in any kinds of work. The team charter is also talking about the overview
of the company. It is talking about the current trends of the Perfect Coffee Bar.
The main issues that have been identified are about the lack of cooperation and
management among the employees. This can be identified as one of the prior
developmental needs and thus the company has to make sure that they are
using all the possible resources for managing the workplace conflict.
The team effectives was also an important part of the charter. This can be
improved if the company conducts some sessions that will be explaining about
the workplace. The code of the ethics has to be properly described to all the
employees of the organization so that they can understand the decorum and
abide by the same.
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia
|RTO NO: 41338 | CRICOS Provider Code: 03449J
BSBLDR502 Lead and Manage Effective Workplace Relation Version V1.0/ January
2019
Review Date:
December 2019
Page 10 of 28

Task 3: Manage the Development and Maintenance of Networks &
Relationships
In this task, you will demonstrate your skills in your ability to network and by doing so further develop your ability to
work with conflict which will improve the quality of workplace relationships.
You will contact via email, an external specialist to gather information on how to manage conflict as there is still
ongoing tension between individuals even after their delivery of their session on supporting cultural diversity.
The intention of this networking is to develop strategies to create a number of actions or techniques to maximise
workplace morale through managing conflict constructively.
3.1 Use networks to build workplace relationships
Insert your responses below:
The informal networking systems can be developed by making sure that the managers are properly interacting with
the employees. As it is a coffee Bar, the manager can arrange or some outdoor activities like team picnics to some
coffee fields or other big coffee industries. This will ensure that there is a proper interactive communication session
going on among the managers and the employees. This will help the managers to build a transparent relation along
with their employees.
The formal networking system can be made by conducting meetings and the feedback sessions on a regular basis.
This will help a proper communication system to develop properly among the people of the organization. This will
help the employees to forward their concerns and their feedback in proper manner. On the other hand the
management will also be able to interact with the employees in a proper manner.
3.2 Conduct ongoing planning to ensure workplace relationships are developed and
maintained
Insert your completed action plan:
Actions Contacts Rationale Outcomes Timeframe
Involving workers in
decision making
process
The managers and
the employees
Employees are to be
involved in all the
decision making
process
High confidence
level
1month
Friendly gestures The managers,
departmental heads,
The employees will
go close to the
Transparent
relationship
1month
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia
|RTO NO: 41338 | CRICOS Provider Code: 03449J
BSBLDR502 Lead and Manage Effective Workplace Relation Version V1.0/ January
2019
Review Date:
December 2019
Page 11 of 28

employees and the
customers
managers and
realize that they
have a proper
transparency.
between the
employees and the
managers
Maintaining
commitments
Employees,
Departmental
heads, Managers
and others
Building a proper
trust among one
another
A proper trust
among the
employees of the
organization.
2months
Avoiding the Blame
Game
The management
and also the
employees.
Healthy work
ambience
This will help in
developing a
cooperative and
supportive nature
among one another.
1month
Verbal and Non
verbal
communication
Employees Transparent and
clear
communication
All the messages
will be properly
conveyed to one
another.
1month
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia
|RTO NO: 41338 | CRICOS Provider Code: 03449J
BSBLDR502 Lead and Manage Effective Workplace Relation Version V1.0/ January
2019
Review Date:
December 2019
Page 12 of 28