BSBLDR402 Lead Effective Workplace Relationships: Assessment Guide

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Student Assessment Guide
BSBLDR402
Lead Effective Workplace Relationships

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Table of Contents
Assessment Information 1
Assessment Event 1 – Knowledge Questions 3
Question 1 3
Question 2 3
Question 3 3
Question 4 4
Question 5 4
Question 6 4
Question 7 4
Question 8 4
Question 9 4
Assessment Event 2: Perfect Coffee Bar Simulation 5
Task 1: Collect, Analyse and Communicate Information and Ideas 5
1.1 Collect and analyse relevant information from appropriate sources 5
1.2 Communicate information and ideas to team members to improve work performance 5
1.3 Implement processes to ensure that issues are resolved 5
Task 2: Develop and Maintain Networks & Relationships 6
2.1 Use networks to build workplace relationships 6
2.2 Use networks to provide benefits to team and organisation 6
Task 3: Manage Difficulties into Positive Outcomes 7
3.1 identify and analyse workplace situation 7
3.2 Take action to rectify the situation 7
3.3 Regularly review and improve workplace outcomes in consultation with relevant personnel 7
Appendix A: Perfect Coffee Bar Simulation 8
Simulation Background 8
Simulation Phases 8
Your Role in the Simulation 8
Phase 1: 8
Phase 2: 10
Phase 3: 10
Simulation Setup 11
Assessment Conditions for the Observations 11
Appendix B: Observation Check Sheets 13
Observation Check Sheet for Task 1.2 - Running an Information Session on Performance 13
Observation Check Sheet for Task 3.2 - Guide and Support to Resolve Work Difficulties Between Two Individuals 15

Assessment Information
Welcome to your Student Assessment Guide for BSBLDR402 Lead Effective Workplace Relationships. This Guide
provides you with information on the assessment particularly what you have to do and to what level of performance.
This assessment has the following two events:
Assessment Event 1 – Knowledge Questions
There are nine questions that will provide us with evidence of your general knowledge of the principles and
practices of promoting cohesion in the context of work relationships, cultural and social environment, workplace
conflict, and problem solving.
This assessment is completed in your own time and by a submission date provided by your Assessor. You may use
support material in the development of your responses, but you must indicate the source. In addition, you must
not ‘cut and paste’ content from your source, rather, use your words, unless it is a direct quote.
Assessment Event 2 – Simulation: Perfect Coffee Bar
You will complete a number of tasks that will provide us with evidence of your skills with improving work
performance. These tasks will be based on your role of Team Leader in a simulation with an organisation that
operate a suite of mobile coffee booths.
To complete the Simulation, you will need to refer to the following resources:
Perfect Coffee Bar
Performance Report
This report is used in Task 1.1 where you will review the performance of the
Devonshire Booth in preparation for the interactive session.
Policy and Procedure
Folder
This folder contains policies and procedures on harassment, discrimination, conflict,
and performance management and is used in preparation for Task 1.1 and again in
Task 3.1.
Feedback Received from
Devonshire Staff
This document provides information on the job satisfaction of the employees at
Devonshire Booth and is used in Task 1.1.
Remember, you do not type your responses in this Student Assessment Guide, but use the Student Assessment
Workbook, which is a separate document. This document is simply a guide to explain what you are required to do,
and by doing so, this will assist you to perform at your best.
Please note that your responses for both assessment events can (where appropriate) use dot point format. See
below for an example of a dot point response and a full sentence response.
Dot point format Presentation Plan includes the following:
 outcomes
 needs of the audience
 context.
Full sentence format When you are preparing for a Presentation, there are a number of tasks that must be
carried out. These are; listing the outcomes that you want to achieve, followed by the
identification of the needs of your audience. When you have completed these two tasks,
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you then check on the room you will be conducting the simulation in etc.
Performance required
 complete all of the questions and tasks listed in the Student Assessment Workbook
 meet all the requirements listed in this Student Assessment Guide
 your responses to the questions and tasks must be relevant, accurate and specific
 submit your completed Student Assessment Workbook to your Assessor within the set timeframes
 your work must be in your own words
 where you use an external source of information, you must provide citation.
Please be aware that your Assessor is here to provide you with the necessary support throughout the assessment
process. If you have questions, then contact them for guidance.
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Assessment Event 1 – Knowledge Questions
The information contained in this assessment event lists the questions that you will need to develop a written
response. These questions are theoretical and provide evidence of your understanding of principles and practices
with enhancing workplace relationships.
Each question includes the requirements which indicate what you have to do and the depth of your response to
achieve a satisfactory result.
Question 1
Describe examples in the table below on how work relationships can support and hinder achieving planned
outcomes.
R 1.
Examples where is supports Examples where it hinders
Workplace relations can help in the creation of
positive environment in the organisation that will
assist in motivating the employees and the planned
outcomes can be achieved.
Workplace relations can lead to creation of groups and this
can lead to favouritism in the organisation. The situation of
favouritism is not suitable for an organisation as it can
hinder the processes of the business.
Workplace relations can assist in the effective
communication process that will support easy flow
and transfer of information and the objectives of
the organisation can be achieved.
Workplace relations can hinder the code of conduct in the
company which can hinder the activities and there can be
delay in the achievement of the organisational objective.
Question 2
Describe examples in the table below on how the cultural and social environment can support and hinder achieving
planned outcomes.
R 1. explain two examples where it supports achieving outcomes
R 2. explain two examples where it hinders achieving outcomes
R 3. word count is approximately 50 words for each example.
Examples where it supports Examples where it hinders
The cultural and social environment in an
organisation can motivate the employees as they
will get a friendly working culture and this can help
in the accomplishment of the planned objectives.
The cultural and social environment can hinder the
processes of the company as the management will then
focus more on the social ethics and cultural ethics rather
than the profits and activities of the business.
Cultural and social environment can also assist in
the situation when the organisation is a
multinational business. The cultural environment
will provide a sense of respect to the employees.
Cultural and social environment can hamper the
achievement of the objectives of the organisation as if the
cultural and social environment is not good there will be no
coordination between the employees and the organisation
will suffer.
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Question 3
In the table below, explain techniques for developing positive work relationships and building trust and confidence in
a team.
Areas Describe techniques
Using Interpersonal styles
Problem-solving: The problem solving technique will be used to provide
solutions to the problems faced by the team members.
Decision-making technique: The decision making technique will help to taken
effective decisions for the team and its goal achievement.
Communications Effective listening: The technique of effective listening will build trust in the team
members that their points of views are also considered by the team leader.
Verbal communication: The technique of face to face talk will have a positive
impact on the team members and they will feel motivated.
Consultation Counselling: The counselling technique will help in motivating the team
members and also provide solutions to the issues of the team members (Methot,
et. al., 2016).
Seminars: Seminars can be organised for the development of the team
members. The seminars will also help in the improvement of the skills of the
team members.
Cultural and social sensitivity Equality: Workplace equality is the best technique to have the trust and loyalty
of the employees and it will always have a positive impact on the organisation.
Cultural respect: When there are team members with different cultures and
background, it is important to have the cultural respect in the organisation and
the management must promote it.
Networking
Question 4
Describe techniques for communicating ideas and information to a range of stakeholders.
R 1. explain two techniques for communicating ideas and information
Presentation: The presentation technique is an easy communication method that helps in the transfer of
information to the stakeholders.
Reports: Business reports are also used by the businesses to communicate the relevant information and ideas to
the stakeholders.
R 2. Word count is approximately 20 words per technique.
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Question 5
Outline problem solving methods.
R 1. explain two methods
Cause and effect analysis: The first method is the establishment of the cause and effect relationship in the problem
and then analysing the causes of the problem.
Generation of new ideas: The second method to solve a specific problem is the generation of new ideas that suits
the best in the given situation or the problem.
R 2. word count is approximately 50 words per method.
Question 6
Explain methods to resolve workplace conflict.
R 1. explain two methods
Collaborating: The first method for conflict resolution is the collaboration. It is the technique in which both the
parties to the conflict.
Smoothing: Smoothing is the method in which one party thinks of the benefits of the other’s interest rather than
own benefits (Hopkins & Yonker, 2015).
.
Question 7
Explain methods to manage poor work performance.
R 1. provide two methods to manage poor work performance.
Training and development programs: Training and development programs will help in the improvement of the
skills of the employees and the performance will also be improved.
Effective feedback: The technique of effective feedback is the method in which employees are told about their
performances and then they are guided to improve their performances
Question 8
For each strategy in the table below, explain how to monitor, analyse and introduce ways to improve work
relationships.
R 1. describe one technique on how you would improve work relationships for each strategy.
R 2. word count is approximately 50 words per technique.
Strategy Explain Technique
Monitor workplace relationships Setting of goals: Setting of goals will help in monitoring the workplace
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relationships as if the targets are achieved, it shows positive workplace
relationships. If the goals are not accomplished, it means the employees do
not have a good relation.
Analyse workplace relationships Engagement of employees: The workplace relationships can be analysed by
engaging the employees in conversations and then analyse their behaviours
with each other.
Implement improvements to
workplace relationship
Organisation of team activities: There must be organisation of some activities
in the company so that a strong bond is built between the employees and
they get an opportunity to understand each other.
Question 9
Explain the impact of legislation and organisational policies on workplace relationships.
R 1. explain three impacts on workplace relationships
Hindrance in effective communication: There is hindrance in the effective communication process when there
are strict instructions to follow the scalar chain for communication.
Lack of trust and loyalty: If there are strict rules and regulations, then the employees may feel demotivated and
there will be trust issues in the employees for the management.
Lack of coordination: There will be lack of coordination between the different departments because of the
legislation and organizational policies.
R 2. word count is approximately 75 words in total.
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Assessment Event 2: Perfect Coffee Bar Simulation
In this assessment, you will undertake a number of tasks associated with promoting the performance of the two
employees at the Devonshire Booth.
In this simulation, you will perform the following actions:
 Prepare and deliver an interactive session with employees of the Devonshire Booth, to address issues
 Develop networks and use information to assist in ongoing relationship building
 Manage difficulties into positive outcomes.
Please ensure that you familiarise yourself with this set of requirements that underpin this simulation. This includes
understanding the background of the simulation and the criteria you will be assessed on. These are located in the
Appendix of this document.
Task 1: Collect, Analyse and Communicate Information and Ideas
In this task, you will demonstrate your skills in implementing effective strategies to keep the team informed of their
work responsibilities and by doing so they will also demonstrate their skills as a role model where they develop trust
and confidence in their team.
1.1 Collect and analyse relevant information from appropriate sources
R 1. review the data provided to Perfect Coffee Bar and provide a summary of:
The Perfect Coffee bar is a chain of outlets and the performance of all the outlets is good just the performance of
Devonshire outlet is not up to the mark. The reason behind the situation is the workplace conflicts and the poor
relationships of the team members in the outlet. The team members are not satisfied with their job as there are
various workplace conflicts and issues in the workplace relations.
The current performance issues in the Devonshire outlet are that the outlet is not able to meet the sales targets.
The profitability of the outlet is decreasing because of lack of cooperation and coordination between the team
members.
Month Profits
February 5000$
December 6500$
November 7400$
October 8000$
September 9500$
August 10000$
The sales and profits of the other bar outlets of the Perfect Coffee bar are high as compared to the Devonshire
bar. The performance of the other outlets is good and they are able to achieve the pre-determined targets.
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R 2. review the ‘feedback from suggestion box’:
The feedback showed that the team members have certain issues in the organisation as they face several
workplace relationship problems. They have problems as the working environment of the organisation is not
positive because of the increased workplace conflicts. The strategies that could be used by the leader to
improve the workplace relations are as given below:
 Activities: Organisation of team activities is the method that can be used by the leader as this will
help in creating a bond between the team members. The team members will get a chance to
understand each other’s perspectives. The conduction of activities will also help in the increased
coordination and cooperation between the team members.
 Promotion of work life balance: The team leader can also promote the work life balance approach
as sometimes the frustrated team members be the cause of workplace conflicts. This is because they
are not able to strike a balance between their personal and professional life (Ayoko, 2016).
 Effective communication: There must be implementation of an effective communication procedure
so that relevant information is transferred to all the team members and there is no confusion.
R 3. describe five key behaviours that comply with the policy and procedures documents:
The policies related to the workplace relationship are:
 Set of minimum terms and conditions of work.
 Provisions for the flexibility of the individual.
 Protection against the unfair and unequal treatment.
The behaviors for the workplace relationship policy and procedures are listed below:
 Support of the management: Management support is essential so that are good employee relations in the
organisation.
 Consultation with the staff: It is equally important to have consultation from the staff members so that they
also feel motivated.
 Defining the terms of job: All the terms and conditions of the job must be specified to the employees in
advance.
 Training and referral: Regular training of employees must be done to improve their skills and effective
feedbacks must be provided to them (Prause & Mujtaba, 2015).
 Evaluation: Proper monitoring and analysis of the employee relationships is compulsory to know the current
situation.
The policies relating to the workplace harassment and conflicts are as follows:
 Anti-discrimination and equal opportunities.
 Employee performance management and policies.
The key behaviors associated with the workplace harassment and conflicts are given below.
 Protection against inequality.
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 Fair wage system.
 Training and development of employees.
 Good employment relations.
 Comfortable working environment.
1.2 Communicate information and ideas to team members to improve work performance
R 1. use the researched information from Task 1.1, in the delivery of your session:
The procedure to have improved workplace relations are as follows:
 Knowing the team members: The first step is to know and understand the team members.
 Opening the communication: The communication must be open for all so that everybody is able to contact
freely to each other.
 Asking the opinions of team members: Then the suggestions and opinions of the team members must be
entertained.
 Listening to the arguments: The arguments of all the team members must be understood.
 Encourage them to build positive relations by some activities and conversations: The team members must
be asked to have trust in each other and assist them in building a strong bond with each other by some
activities and engaging them in conversations.
 Analysis: A regular monitoring and analysis of the workplace relations must be done (Urick, et. al., 2016).
To improve the relations of the team members the above process can be used by the team leader so that the
organisation can also be benefitted by the same. The performance can be used as an evidence of the analysis of
the workplace relations as the report will show the statistics and profits of the organisation. If the results are
positive then, the process is effective and vice-versa.
R 2. demonstrate a minimum of three behaviours that would support workplace relationships:
The situations are:
a. When the employees have to do some tasks in groups. Then there can be some issues and conflicts between
them. This situation can be handled by the team leader by making ways for effective communication. Most
of the workplace problems and issues are solved by talking and communicating.
b. When there is lack of coordination between the different departments of the organization. The situation can
lead to decreased profitability and productivity of the organization. In this situation regular meetings and
organizational activities.
c. The third situation is the condition in which there are conflicts between the team leader and the team
members. This situation can be avoided by effective listening (Babalola, et. al., 2018).
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