BSBHRM510 Manage Mediation Processes Assignment, GBC 2019

This document contains the solution for a BSBHRM510 Manage Mediation Processes assignment. It addresses various aspects of mediation, including researching the history of disputes and triggers, identifying key stakeholders and organizational mediation requirements, and outlining different mediation models. The assignment also covers the documentation of parameters for a mediation system, drafting and validating guidelines, obtaining endorsements, and circulating guidelines with training for mediators. Furthermore, the solution explores the recommendations of the Fair Work Ombudsman for mediation, the terms of agreement, the purpose of separate interviews, the verification of positions, and the determination of boundaries for allowable options in a dispute. The assignment is designed to provide a comprehensive understanding of managing mediation processes within an organizational context.

Assessment Cover Sheet
Student name: Student ID:
Unit code & name: BSBHRM510 Manage mediation processes
Qualification: BSB50618 – Diploma of Human Resources Management
Trainer name:
Date Due: 30.11.2019
Date submitted :
1st Attempt Result
(For the assessor) Competent Not Yet Competent
Assessor signature Date:
2nd Attempt Result
(For the assessor) Competent Not Yet Competent
Assessor signature Date:
3rd Attempt Result
(For the assessor) Competent Not Yet Competent
Assessor signature Date:
Comments
(must be included if
result is Not
Satisfactory)
Declaration:
 I hereby declare that no part of this assignment or product has been copied from any other student’s work or from
any other source except where due acknowledgement is made in the assignment.
 No part of the assignment/product has been written / produced for me by any other person except where
collaboration has been authorised by the trainer/assessor concerned
 I am aware that this work may be reproduced and submitted to plagiarism detection software programs
etc. for the purpose of detecting possible plagiarism (which may retain a copy on its database for
future plagiarism checking)
 I have read and I clearly understand GBC assessment, course progress and intervention policies.
Student signature: ______________________________________
Note: The assessor may not mark this assignment if the above declaration is not ticked and signed

P a g e | 2
Gateway Business College
| BSBHRM510 Manage mediation processes | V8 | November 2018 Page 2 of 17
Assessment instructions
Overview
Assessment methods can be: Written tests Direct observation Product-based methods e.g. reports, role plays, work samples Questioning/ Interview Workplace simulation
All assessment tasks should be completed in the class room, unless approved by the assessor. Prior to commencing the
assessments, your trainer/assessor will explain each assessment task and the terms and conditions relating to the
assessment tasks. Please consult with your trainer/assessor if you are unsure of any questions. It is important that you
understand and adhere to the terms and conditions, and address fully each assessment task.. Your trainer/assessor will
remain available to support you throughout the assessment process.
Written Assessments
Written assessment tasks are used to measure your understanding and underpinning knowledge of the overall unit of
competency. While undertaking any written assessment tasks, please ensure that you type the following criteria in the
space provide in the columns: Address each question including any sub-points as per the instructions provided with each question in the
column Demonstrate that you have researched the topic thoroughly Cover the topic in a logical, structured manner Your assessment tasks are well presented, well referenced
Please note:
All the written assessments are closed book When you have completed a written task you should print the assessment guide and submit it to your assessor No hand written or supplementary work will be accepted without the permission of the assessor.
Assessment Results
The result of each task will be either ‘satisfactory’ or ‘not satisfactory’. If unsatisfactory, you will be given the
opportunity for reassessment. Unsatisfactory written assessments will be returned to you for resubmission.
Competency outcome
Once you have satisfactorily completed all the tasks for this unit you will be awarded “Competent” (C) or “Not yet
Competent” (NYC) for the relevant unit of competency.
Additional evidence
If GBC, at its sole discretion, determine that it require additional or alternative information/evidence in order to determine
competency, you must provide us with such information/evidence, subject to privacy and confidentiality issues. GBC retain
this right at any time, including after submission of your assessments.
Assessment appeals process
If you feel that you have been unfairly treated during your assessment, and you are not happy with your assessment
and/or the outcome as a result of that treatment, you have the right to lodge an appeal. You must first discuss the issue
with your trainer/assessor. If you would like to proceed further with the request after discussions with your
trainer/assessor, you need to lodge your appeal, in writing, outlining the reason(s) for the appeal.
Special needs
Candidates with special needs should notify their trainer/assessor to request any required adjustments as soon as possible.
This will enable the trainer/assessor to address the identified needs immediately . If you feel you are not yet ready to be
assessed or that this assessment is unfair, please contact your assessor to discuss your options. You have the right to
formally appeal any outcome and, if you wish to do so, discuss this with your trainer/assessor.

P a g e | 3
Gateway Business College
| BSBHRM510 Manage mediation processes | V8 | November 2018 Page 3 of 17
Table of Contents
Assessment Schedule ................................................................................................................... 4
Activities ..................................................................................................................................... 5
Activity 1A ....................................................................................................................................... 5
Activity 1B ....................................................................................................................................... 6
Activity 1C ....................................................................................................................................... 6
Activity 1D ....................................................................................................................................... 7
Activity 1E........................................................................................................................................ 8
Activity 1F ........................................................................................................................................ 9
Activity 1H ..................................................................................................................................... 10
Activity 2A ..................................................................................................................................... 11
Activity 2B ..................................................................................................................................... 11
Activity 2C ..................................................................................................................................... 12
Activity 2D ..................................................................................................................................... 12
Activity 2E...................................................................................................................................... 13
Activity 3B ..................................................................................................................................... 14
Activity 3C ..................................................................................................................................... 14
Activity 3D ..................................................................................................................................... 15
Activity 4A ..................................................................................................................................... 15
Activity 4B ..................................................................................................................................... 16
Skills and Knowledge Activity ........................................................................................................ 17

P a g e | 4
Gateway Business College
| BSBHRM510 Manage mediation processes | V8 | November 2018 Page 4 of 17
Assessment Schedule
Week 1
11.11.2019 – 17.11.2019
Activity 1, 2
Week 2
18.11.2019 – 24.11.2019
Activity 3, 4
Week 3
25.11.2019 – 01.12.2019
Interview

P a g e | 5
Gateway Business College
| BSBHRM510 Manage mediation processes | V8 | November 2018 Page 5 of 17
Activities
Activity 1A
Estimated Time 25 Minutes
Objective To provide you with an opportunity to research and collate history of disputes
and dispute resolution within the organisation, including triggers for disputes.
Write your
answer in the
space provided
What information you will need to review while researching history of
disputes/dispute resolution within your organisation? Provide any 3 sources of
information.
What are potential triggers for disputes? Write any three.

P a g e | 6
Gateway Business College
| BSBHRM510 Manage mediation processes | V8 | November 2018 Page 6 of 17
Activity 1B
Estimated Time 30 Minutes
Objective To provide you with an opportunity to consult identified key stakeholders to
determine requirements related to mediation.
Write your
answer in the
space provided
in at least 70
words
Who might be the potential key stakeholders you would include for mediation
and how might you use them?
Activity 1C
Estimated Time 30 Minutes
Objective To provide you with an opportunity to determine mediation requirements
within the organisation.
Write your
answer in the
space provided
in at least 70
words
What are your organisation's mediation requirements and how are they
managed?
There are essentially 5 steps to a successful mediation. They are comprised of the
introduction; statement of the problem; information gathering; identification of the
problems; bargaining; and finally, settlement.
Coles can seek to resolve a complaint by referring it to mediation or arbitration. This will
be conducted in accordance to the rules of Institute of Arbitrators and Mediators. Where
possible the arbitration or mediation will occur in Melbourne and be conducted in
English.

P a g e | 7
Gateway Business College
| BSBHRM510 Manage mediation processes | V8 | November 2018 Page 7 of 17
Activity 1D
Estimated Time 30 Minutes
Objective To provide you with an opportunity to research and document models and
systems for mediation.
Write your
answer in the
space provided
In at least 100
words
Research and outline 2 different models of mediation.

P a g e | 8
Gateway Business College
| BSBHRM510 Manage mediation processes | V8 | November 2018 Page 8 of 17
Activity 1E
Estimated Time 30 Minutes
Objective To provide you with an opportunity to identify and document parameters for a
mediation system from consultation and research process.
Write your
answer in the
space provided
in at least 50
words each
Give five examples of different parameters for a mediation system.
Research and outline the relevant legislation, codes of practice and national
standards for mediation.

P a g e | 9
Gateway Business College
| BSBHRM510 Manage mediation processes | V8 | November 2018 Page 9 of 17
Activity 1F
Estimated Time 15 Minutes
Objective To provide you with an opportunity to draft and validate guidelines for
mediation with stakeholders.
Write your
answer in the
space provided
Create a brief guideline for mediation.
Activity 1G
Estimated Time 15 Minutes
Objective To provide you with an opportunity to obtain endorsement for guidelines from
senior management team.
Write your
answer in the
space provided
In at least 50
words.
Why do you need to obtain endorsement for guidelines from senior
management team and what is the process for this?

P a g e | 10
Gateway Business College
| BSBHRM510 Manage mediation processes | V8 | November 2018 Page 10 of 17
Activity 1H
Estimated Time 25 Minutes
Objective To provide you with an opportunity to circulate guidelines and train mediators
in guidelines and procedures.
Write your
answer in the
space provided
in at least 30
words each
What considerations do you need to make when circulating guidelines?
What processes do the organisations use for training mediators?
Circulating guidelines need open discussion, and delivery of a tangible result that
inlcude a decision, a plan, a list of great ideas to pursue, a shared understanding of the
work ahead.
Mediator techniques include eliciting disputants' suggestions or solutions. giving more
attention to disputants' emotions, relationships, and sources of conflict. working to build
trust and rapport, expressing empathy or praising the disputants, and structuring the
agenda.

P a g e | 11
Gateway Business College
| BSBHRM510 Manage mediation processes | V8 | November 2018 Page 11 of 17
Activity 2A
Estimated Time 30 Minutes
Objective To provide you with an opportunity to identify parties in dispute requiring
mediation and explain mediation procedure, in accordance with established
guidelines.
Write your
answer in the
space provided
in at least 60
words
What are the recommendations of the Fair Work Ombudsman Australia for
mediation and pre-mediation?
Activity 2B
Estimated Time 20 Minutes
Objective To provide you with an opportunity to obtain agreement and willingness to
participate in mediation process.
Write your
answer in the
space provided
in at least 40
words
What might the terms of agreement for mediation include?
quick - the issues should be resolved quickly rather than allowing them to escalate
through inaction
fair - all relevant parties should be consulted so that all sides of the story are taken into
account
handled sensitively - disputes should, where possible and appropriate, be resolved in a
confidential context in order to minimize impact on employees not affected by the
dispute
Transparent - the procedure should be made known to every employee.

P a g e | 12
Gateway Business College
| BSBHRM510 Manage mediation processes | V8 | November 2018 Page 12 of 17
Activity 2C
Estimated Time 30 Minutes
Objective To provide you with an opportunity to conduct separate interviews with parties
in dispute and clarify issues.
Write your
answer in the
space provided
In at least 30
words
What is the purpose of conducting separate interviews with parties in dispute?
What information might you need to gather in these interviews?
Activity 2D
Estimated Time 15 Minutes
Objective To provide you with an opportunity to verify and document position of each
party to the dispute.
Write your
answer in the
space provided
in at least 50
words
What does verifying the positions of parties involved in a dispute involve?
Separate interviews allow speak and be heard by all of the parties, there will be an open
discussion of all the issues raised. The mediator helps the parties to identify the key
issues in dispute and consider outcomes.
Information gathered
• Gather information on the company.
• Gather information on the function.
• Gather information on processes or activities.
• Uncover problems.
• Conduct a needs determination.
• Verification of previously gathered facts.
• Gather opinions or viewpoints.

P a g e | 13
Gateway Business College
| BSBHRM510 Manage mediation processes | V8 | November 2018 Page 13 of 17
Activity 2E
Estimated Time 15 Minutes
Objective To provide you with an opportunity to determine boundaries for allowable
options in dispute.
Write your
answer for
each question
in the space
provided in at
least 20 words
Why do you need to determine boundaries for allowable options in a dispute?
What might these boundaries include?
Activity 3A
Estimated Time 30 Minutes
Objective To provide you with an opportunity to Use a range of communication
techniques to mediate.
Write your
answer in the
space provided
In at least 75
words
Outline and discuss three effective communication techniques you can use in
the mediation process.

P a g e | 14
Gateway Business College
| BSBHRM510 Manage mediation processes | V8 | November 2018 Page 14 of 17
Activity 3B
Estimated Time 10 Minutes
Objective To provide you with an opportunity to establish mutual agreement between
parties in dispute.
Write your
answer in the
space provided
in at least 30
words
How would you ensure mutual agreements are reached between parties?
Activity 3C
Estimated Time 15 Minutes
Objective To provide you with an opportunity to formulate options for resolution of
dispute and preferences.
Write your
answer to the
each element
in at least 20
words in the
space provided
Explain the following: External dispute resolution Arbitration Litigation.

P a g e | 15
Gateway Business College
| BSBHRM510 Manage mediation processes | V8 | November 2018 Page 15 of 17
Activity 3D
Estimated Time 5 Minutes
Objective To provide you with an opportunity to continue with mediation until agreement
is reached or time constraints conclude.
Write your
answer in the
space provided
Provide 5 different factors which may affect the length of mediation?
Activity 4A
Estimated Time 15 Minutes
Objective To provide you with an opportunity to circulate documented agreements to all
parties and complete all documentation required by organisational guidelines.
Write your
answer in the
space provided
in at least 20
words
How can you circulate documented agreements?
What things might documentation include in mediation?
5 different factors which may affect the length of mediation are
Creative Remedies, Openness, Outcome, Preservation of Relationships, and Degree of
Control.

P a g e | 16
Gateway Business College
| BSBHRM510 Manage mediation processes | V8 | November 2018 Page 16 of 17
Activity 4B
Estimated Time 5 Minutes
Objective To provide you with an opportunity to review effectiveness of mediation,
identify improvements and refine mediation guidelines.
Write your
answer in the
space provided
in at least 20
words
When reviewing the effectiveness of mediation, what things should you look to
analyse?
Activity 4C
Estimated Time 30 Minutes
Objective To provide you with an opportunity to assess and maintain currency of
knowledge and skill base of mediators.
Write your
answer for
each question
in the space
provided
Write 3 skills that a mediator essentially need?
Write three methods to maintain your knowledge and skills base as a mediator?

P a g e | 17
Gateway Business College
| BSBHRM510 Manage mediation processes | V8 | November 2018 Page 17 of 17
Skills and Knowledge Activity
Estimated
Time
15 Minutes
Objective To provide you with an opportunity to demonstrate your knowledge of the
foundation skills, knowledge evidence and performance evidence.
You need to
prepare for
an interview
with your
assessor on
the questions
written. Your
assessor will
allocate and
inform the
time for the
interview
once you
finish your
assessment.
Your assessor will ask you the following question and mark your competence
on your response and answers.
Answer each question in as much detail as possible, considering your
organisational requirements for each one.
1. Explain the relationship of following elements with the mediation process: Australian Standards Industry or professional bodies' codes of practice Legislation relating to privacy and confidentiality Legislation about equal opportunity and discrimination
Satisfactory Unsatisfactory
2. Discuss the following mediation models: Facilitative mediation Evaluative mediation Transformative mediation
Satisfactory Unsatisfactory
3. What are the essential communication skills relevant to mediation?
Satisfactory Unsatisfactory
4. Briefly suggest mediation guideline for your own organisation. (Assessor may
customise the question if student does not have access to the workplace)
Satisfactory Unsatisfactory
Assessor Signature: ___________________________
Comments, if any:
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________