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
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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
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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.
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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
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2019
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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.
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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
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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
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2019
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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.
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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.
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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.
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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
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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
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Task 4: Manage Difficulties to Achieve Positive Outcomes
In this task, you will demonstrate your skills setting up systems to manage difficult situations in workplace
relationships, then you will show your ability to implement these systems through an interaction with two team
members experiencing difficulties with their relations.
4.1 Establish processes and systems to ensure that conflict is identified and managed
Insert your responses below:
Identify the source of the conflict
This is one of the most important ways of identifying the conflict. The conflict can be identified by indulging in a
proper communication with the employees. The management of the perfect coffee Bar have identified that there are
several issues in their organization due to the workplace harassment issues. There are incidences of bullying on the
ethnic and the racial backgrounds.
In order to manage this conflict the managers have to undertake several training sessions where they will be
explaining the ethical code of conducts and the workplace policies to their employees. Perfect Coffee Booth has to
make sure that they are adopting and maintaining the anti workplace harassment policy, proper discipline policy and
others
4.2 Implemented strategies to ensure that difficulties in workplace relationships are
identified and resolved
Your assessor will observe you using Observation Check Sheet 2.
The strategies are-
Taking proper feedback from the employees through meetings
The difficulty that has been identified is a lack of understanding of the company ethics. The employees will be
comfortable to narrate about their issues through meetings. Amjad and Jai will be called to resolve this issue.
However As the supervisor I will explain that there are some basic rules that we will be maintaining before we begin
the meeting.
The basic rules will be no name calling. In other words none of the employees will be bullying each other by calling
improper or bullying names just in order to win over the argument. There will be the equal air time policy strictly
maintained while the conflict is being discussed.
Conducting a proper Employee forums
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The employees will naturally try to reach out the forum if they are facing any kinds of issues in the organization. The
employee forum members will also be asked to stay present at this meeting so that they can share some real
evidences on the behaviors or the trends that have been exhibited by the Jai and Amjad during the last few days.
Ways of resolving the issues
Maintaining patience and discipline
It has been seen that both Jai and Amjad have been quarrelling with each other within the office premises. It has to
be explained that whatever may be then issue, the employees cannot speak rudely to each other or about at each
other within the office premises. They have to deal the matter peacefully.
Decorum
As a supervisor , he will be asking the two stakeholders that is Jai and Amjad to make sure that they are speaking one
at a time so that there is no miscommunication among them9. The supervisor has to hear the opinion and the
stakeholders of each party. Thus the two stakeholders have to speak in a well organized manner. They must be
acting as patient and good listeners so that they can properly speak with one another.
Cooperation
It has to be explained that in order to maintain healthy relationship, the two stakeholders that is Amjad and Jai must
try to cooperate each other if Amjad is taking a long time in lunch the Jai must reach out to him peacefully and ask
him to do it bit faster so that Jai can hand him over the charge and go out for lunch.10
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 employees11. After the implementation of this law both the employees will be
under this fear that they might be charged with severe penalties or might be punished badly if they are violating this
rule.
9 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.
10 Jirathananuwat, Areeya, and Krit Pongpirul. "Promoting physical activity in the workplace: A systematic
meta-review." Journal of occupational health (2017): 16-0245.
11 Johnson, S. L. (2015). Create effective anti-bullying policies. Nursing management, 46(5), 40-45.
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In order to maintain a healthy relationship between the stakeholders, the supervisors will be making sure
that they are allocating the duties in a proper way so that none of the employees are being overburdened. This will
enable the employees to do their tasks in an organized manner rather than getting overburdened. This will
enable the employees to carry on the limited amount of work that is assigned to them12. In other words the
supervisor can divide the work between Amjad, jai and another third employee rather than assigning the work only
to both of them. This will enable Amjad and Jai to have the lunch together at the same time while the other third
employee is taking over the charge.
4.3 Develop and implement an action plan to address any identified difficulties
Insert your completed action plan:
identified
difficulties
Resources needed actions outcome Time frame
Lack of
understanding of
the company rules
Meetings and
sessions
The managers must
conduct many
sessions to explain
the rules of the
organization
properly
.The employees will
know that they have
to respect each
other.
3months
Workplace
harassment
Trainers, proper
formal and informal
networking systems
Anti workplace
harassment policies
and the other laws
like anti
discrimination laws
have to e adopted
and maintained
The employees will
cooperate with each
other irrespective of
their age, social
status
3months
12 Johnson, S. L. (2015). Create effective anti-bullying policies. Nursing management, 46(5), 40-45.
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within the
workplace
Appendix A: Perfect Coffee Bar Simulation
Simulation Background
The simulation centres on the activities of an organisation called Perfect Coffee Bar. They are a retailer of hot coffee
using small booths in key CBD locations. They have seven outlets in the Sydney region. They have taken on additional
staff to maintain service levels from an ever-demanding customer base, however performance is not good. The
composition of the workforce now is quite diverse covering a range of ages, skills, personalities and nationalities.
They have policies and procedures on performance management and workplace conflict (harassment, bullying and
discrimination) and until recently have not had to use it to address behaviours as issues have not been that
prevalent. However, there has been simmering tensions amongst some staff which has resulted in issues. These are
summarised below:
 the organization has recently had several incidents where conflict has surfaced between employees
 employees are from different ethnic backgrounds, age groups and personality styles, which have contributed to
the tension
 tension has occurred over issues in the workplace
 the difficulties had been brought to the attention of the Supervisor
 the Supervisor has developed several procedures for sharing information and issues through establishing
consultation procedures and techniques
 in addition, the Supervisor has organised a session to provide information on cultural diversity in the workplace.
In this simulation, you will take on the role of the Supervisor and put in place several processes to improve the
workplace relations within the booths.
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Simulation Phases
This simulation is divided into the following phases:
Phase 1: develop processes to ensure consultation with ideas and information that support the achievement of
work responsibilities.
Phase 2: plan and deliver an informative session on getting the best out of cultural diversity and workplace
relationships.
Phase 3: manage the development and maintenance of networks.
Phase 4: manage difficulties to achieve positive outcomes.
Your Role in the Simulation
You will be the Supervisor of Perfect Coffee Bar in the simulation. Your roles and responsibilities in the simulation are
as follows:
Phase 1:
Phase 1 occurs from Tasks 1.1 to Tasks 1.4. In Phase 1, your main duties in the organisation are as follows:
 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.
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Phase 2:
Phase 2 occurs in Task 2.
In Task 2.2, you will interact with two stakeholders in a 45-minutes consultation session to provide information and
techniques on working with cultural diversity and workplace relationships.
Note that your Assessor will not play a role in this observation activity as they will be observing your interaction with
the stakeholders and documenting evidence in the Observation Check Sheet 1 provided in Appendix B.
In Phase 2, your main duties in the organisation are as follows:
 develop policies on enhancing cultural diversity
 deliver an interactive informative session on the importance of consultation and the techniques for managing
workplace relations in a culturally diverse workplace.
Phase 3:
Phase 3 occurs from Task 3. In Phase 3, your main duties in the organisation are as follows:
 use networks to build workplace relationships
 conduct ongoing planning to maintain networks.
Phase 4:
Phase 4 occurs in Task 4.
In Task 4.2, you will interact with the same stakeholders (from Phase 2) in a 45-minutes session where you will
facilitate difficulties between them. This session is to provide guidance, counselling, and support to assist the two
team members to resolve their work difficulties as their Supervisor.
Background to the actual conflict:
Amjad goes to the Supervisors office. The Supervisor hears the story from Amjad as follows:
Today, when Amjad returns from lunch, Jai approached Amjad as follows:
 Jai: Where the hell have you been? I have been wanting to go to lunch too. Amjad: I have been at lunch. Jai: You are always taking extra time and you are unreliable and you should be sacked. Amjad: you can’t talk to me like this – you are crazy! Jai: GET OUT OF THE SHOP NOW!!!
 Amjad: I am calling the Team Leader.
The Supervisorimmediately requests a meeting in his office with the two team members.
This interaction is in the office with Amjad and Jai, where the Supervisor should manage the situation using all the
skills of a person providing guidance and counselling to a difficult situation.
Note that your Assessor will not play a role in this observation activity as they will be observing your interaction with
the stakeholders and documenting evidence in the Observation Check Sheet 2 provided in Appendix B.
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In Phase 4, your main duties in the organisation are as follows:
 maintaining health workplace relations between team members
 providing facilitative support when team members experience difficult workplace relationships.
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Simulation Setup
The simulation chosen is to give you the opportunity to provide evidence that demonstrates your ability to develop
and implement systems and processes to ensure workplace relationships are maintained. We have tried to make this
simulation as real as possible within a classroom setting through using a simulation that typifies the workplace. To
carry out your role in this simulation will require you to follow these steps:
Step 1. At the commencement of the unit, your Assessor will overview the assessment with you. You will then
sign the declaration of your understanding located in the Student Assessment Workbook (Pre-
Assessment Checklist).
Step 2. Prior to undertaking the simulation tasks, your Assessor will provide you with the following resources:
 Workplace Harassment and Conflict Policy
 Workplace Harassment Procedure
 Discipline and dismissal procedure for inappropriate behaviour
 Team Communication Plan
 Participant Session Feedback Form.
Your Assessor will review of all the sources listed above in addition to the following:
 Simulation Background
 tasks
 your role in the simulation.
You will confirm your understanding with your Assessor before you undertake your assessment.
Step 3. As soon as you confirm your understanding with the Assessor, you will be given the deadlines for the
submission of your work and the two interactive sessions.
Step 4. Your Assessor will select twoappropriate staff members from the RTO or external professionals for your
role plays in Tasks 2.2 and 4.2.
Step 5. You will start planning systems and processes to develop workplace relationships by developing a
Communication Plan (Task 1.1).
Step 6. You will complete a Team Charter that lists agreed understandings with methods of consultation (Task
1.2).
Step 7. You will develop an Issues Register with a sample to show the process (Task 1.3).
Step 8. You will develop performance indicators to ensure feedback to the team (Task 1.4).
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Step 9. You will develop policies and procedures to ensure cultural diversity (Task 2.1).
Step 10. Youwill undertake the first interactive session with the two stakeholders. Your Assessor will assess your
skills based on the criteria provided in the Observation Check Sheet 1 in Appendix B. Remember to
prepare for the feedback after this session,by printing off sufficient copies of the ‘Participant Session
Feedback Form’. You will distribute this form to the two stakeholders for their completion(Task 2.2).
Step 11. You will network with two contacts to identify and develop strategies for workplace relationships (Task
3.1).
Step 12. You will develop a plan for ongoing professional relationship building (Task 3.2).
Step 13. You will establish processes for managing conflict (Task 4.1).
Step 14. Youwill undertake the second interactive session with the two stakeholders. Your Assessor will assess
your skills based on the criteria provided in the Observation Check Sheet 2 in Appendix B(Task 4.2).
Step 15. You will implement an action plan to ensure the ongoing relationship between the two employees (Task
4.3).
Step 16. Submit your completed Assessment to AHIC Moodle by the deadline.
Assessment Conditions for the Observations
The information in this section outlines the assessment conditions for the Observations which occurs in Phase 2 and
4, and involves your interaction with the two employees of Perfect Coffee Booth.
Before the Observations:
 you must ensure that you have read and understood any documents required to undertake the Observations
 you must ensure that you have read and understood all performance requirements listed under each task
 you must ensure that you have read the requirements listed in the Observation Check Sheets as your
performance will be judged based on these criteria (see Appendix B)
 your Assessor will inform you of the date of your Observations.
During the Observations:
 you will be interacting with the two employees
 it has a total duration of 45 minutes each for both sessions
 other studentswill not be observers during the session as this will give them an unfair advantage
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 these stakeholders will be role played by staff from the RTO or other externals
 your Assessor will brief them on your topics so that they can carry out their actions in an appropriate manner
 you cannot refer to the Observation Check Sheets while undertaking the Observations
 your Assessor will:
- observe you individually based on the criteria in the Observation Check Sheets
- document their observations in detail on the Observation Check Sheets
- provide extensive written feedback
- ensure that the session will be free from distractions
 you must comply with WHS requirements
 you must demonstrate all the criteria in the Observation Check Sheets to achieve a satisfactory result for the
Observations.
After the observations:
 if you are successful, your Assessor will summarise your performance during the observations
 if you are unsuccessful, your Assessor will:
- provide written feedback on the Observation Check Sheets explaining their justification in detail
- communicate this feedback to you
- arrange another suitable time to observe your second attempt.
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Appendix B: Observation Check Sheets
We have provided the Observation Check Sheets for you to prepare for your assessment with the Assessor.
Remember, you will not be able to use this Check Sheetsduring this session. However, we recommend you use this
as a planning tool so that you are fully prepared for the observation.
Note that you must demonstrate all the criteria listed in the following Observation Check Sheets to be deemed
satisfactory.
Observation Check Sheet 1:Running an information session on consultation
systems and cultural diversity
Performance Requirements:
1. Introduction
1.1. Welcomes participants:
 welcomeswith a friendly and positive approach
 introduces own self
 gives time for the staff to introduce themselves
1.2. Overviews the format of the session:
 summarises the purpose of the session in a clear and concise manner
 states clearly what they would like to present
 explains how long this will take
 seeks confirmation of this process
2. Body
2.1. Overviews the consultation processes that have been developed:
 gives summary of the communication plan
 gives summary of the Team Charter
2.2. Seeks input:
 invites each participant to express their views on these two processes are working
 takes notes
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Performance Requirements:
 clarifies this feedback to confirm understanding
 where appropriate agrees to follow up any issues raised
2.3. Overviews the policy and procedure for cultural diversity:
 asks about their experiences and any issues with workplace relationships
 discusses how they feel about these experiences
2.4 Discusses how they would like these issues to be handled:
 takes notes
 clarifies this feedback to confirm understanding
 collaborates on approaches to address issues and the long-term strategy of sustaining a healthy culturally
diverse environment
 asks about their experiences and any issues with workplace relationships
2.5 Throughout the Body:
 language is clear and understandable
 the student’s questions are open ended that assist in uncovering views
 the student listens and does not interrupt
 the student paraphrases to ensure they have the correct understanding to issues raised
 the student validates contributes through positive body language such as the nodding of their head
 the student adjusts their style to meet the needs of the participants
 the student develops a level of confidence and trust
3. Conclusion
 overviews what has been covered
 provides an insight into the next steps
 finishes the session in 45 minutes
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Observation Check Sheet 2:Facilitating conflict between two individuals
Performance Requirements:
1. Introduction
1.1. Welcomes participants:
 welcomeswith a friendly and positive approach
 introduces own self
1.2. Overviews the format of the session:
 summarises the purpose of the session in a clear and concise manner
 states clearly the purpose of the session
 explains how long this will take
 seeks confirmation of this process
2. Body
2.1. Seeks shared understanding:
 one person speaking only
 no interruptions
 no name calling
 allow equal ‘air time’
2.2. Tables understanding of the situation:
 states facts on understandings of the situation
 this statement is accurate
 asks each party for their interpretation of the situation
2.3. Remains impartial:
 does not jump to conclusions
 attempts to get all the facts by taking notes
2.4. Explores solutions:
 looks for common ground between the two parties
 identifies issues emerging
 summarises issues
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Performance Requirements:
 seeks feedback on issues
 reaches agreement on issues
 tables areas of disagreement
 seeks alternatives for issues still unresolved
2.5. Throughout the Body:
 language is clear and understandable
 the student’s questions are open ended that assist in uncovering views
 the student listens and does not interrupt
 the student paraphrases to ensure they have the correct understanding to issues raised
 the student validates contributes through positive body language such as the nodding of their head
 the student adjusts their style to meet the needs of the participants
 the student develops a level of confidence and trust
3. Conclusion
 overviews what has been covered
 provides an insight into the next steps
 finishes the session in 45 minutes
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References
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Di Fabio, Annamaria. "Positive Healthy Organizations: Promoting well-being, meaningfulness, and
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nutrition education and behavior 48.2 (2016): 138-145.
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