BSBMGT605 Provide leadership across the organisation ......Jul 02, 2017 · Please read Assessment...

BSBMGT605 Provide leadership across the

organisation

Assessment

BSBMGT605 Provide leadership across the organisation

Assessment Instructions

Assessment Task 1: Scenario analysis (Communicate organisational mission and goals Required documents and equipment)

● Marking Guide

● Assessment Task 1

● Max Lionel Realty (MLR) simulated business document (Assessment Appendix 1)

● Assessment Task Templates document (Assessment Appendix 2)

● access to computer lab with Microsoft Office, Skype, etc.

Instructions for assessor This task requires candidates demonstrate knowledge and skills required to communicate organisational mission and goals. Using the workplace scenario information provided, the candidate will address expectations of an organisation to investigate incidents in accordance with legal and organisational requirements. The candidate will also address expectations to communicate organisational mission and goals to internal stakeholders (presentation to managers). Please read Assessment Task 1, the Max Lionel Realty simulated business document, and scenarios. You will need to observe the candidate’s presentation to managers. Ensure that an appropriate person of your choice (yourself, fellow trainers or learners, for example) plays the role of Commercial Manager following one of the sets of information provided below. There are three provided in order to allow for some difference across candidates’ presentations where you are assessing multiple candidates. In order to appropriately assess candidates, the individual playing the role of Commercial Manager will need to understand that they must fully state the first point (the first point is the same in each set of information provided below). This is important for assessing candidates’ competence in understanding the requirement to investigate incidents promptly and communicate results clearly to relevant individuals.

Manager Commercial Realty #1

● It’s impossible to get changes made around here, anyway. I was going to investigate

when I had time; I had more time available for that kind of work a couple of weeks

after the client fell.

● Organisational mission and goals do not have any bearing on WHS and vice versa.

● Our most important goal as managers is to place pressure on agents to squeeze

money out of tenants and buyers of property for our clients.

● We also need to ensure tenants are the right ‘type’ to ensure property values

remain high. Everyone here knows what I mean by the wrong types. I don’t have to

spell it out.






● I know we have instituted a WHS management system recently, but honestly,

what’s more important: WHS red tape or profits?

● Making sure my agents are across WHS takes time and money.

● There’s no money in the budget for determining training needs or training,

especially for ethics or legal training, etc.





● The organisation just doesn’t put a priority on ethics, legal compliance, and

maintaining a safe workplace.

● It’s up to the individual to keep out of harm’s way. It’s not my job to be a nanny for

everyone that comes into the office.

● I just don’t see the link between ethics and our business/operational planning.

Note: Once the relationship of organisational goals and managerial responsibilities has been made clear by the candidate, the manager will be highly cooperative, to the point of contributing to discussion and answering questions. Planning the assessment

● Recommended date for assessment: After Session 2.

● Time required for assessment: 3–4 hours.

● The candidate must:

○ plan and deliver a presentation to managers

○ submit:

– incident report

– risk analysis

– updated risk register

– presentation notes, PowerPoint slides, etc.

● Ensure you agree and arrange a time with candidate to observe presentation to managers.


Communicate organisational mission and goals

Submission details

Candidate’s name Phone no.

Assessor’s name Phone no.

Assessment site

Assessment date/s Time/s

The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor. Submit this document with any required evidence attached. See specifications below for details.

Performance objective

You will demonstrate knowledge and skills required to communicate organisational mission and goals.

Assessment description

Using the workplace scenario information provided, you will address expectations of an organisation to investigate incidents in accordance with legal and organisational requirements. You will also address expectations to communicate organisational mission and goals to internal stakeholders by presenting to managers.

Procedure

1. Review the simulated business documentation, including policies and procedures, in Appendix 1: Max

Lionel Realty. Review templates contained in Appendix 2: Assessment Templates for possible use or

adaptation in completing assessment task requirements.

2. Review the information in Scenario 1 below and fill out an incident report in connection with the WHS

incident. Complete a risk assessment based on the information provided by the HR Manager in the

scenario. Update the organisational risk register.

3. Review the information in Scenario 2 below and prepare a presentation on the managers’ WHS

responsibilities. Ensure you:

a. explain the organisation’s mission, values and strategic directions

b. explain the link between the organisation’s objectives, standards, relevant legislation and the

responsibilities of managers and agents for a safe workplace

c. state expectations of managers in a way designed to build commitment and support by managers;

use persuasive language and deploy an appropriate leadership style

d. use appropriate media to achieve objectives of presentation.

4. Deliver your presentation.

5. Submit documentation as per specifications below.


Specifications

You must:

● plan and deliver a presentation to managers

● submit:

○ incident report

○ risk analysis

○ updated risk register

○ presentation notes, PowerPoint slides, etc.

Your assessor will be looking for:

● how you encourage others to adopt business ethics and build their commitment to the organisation

● clear communication of the organisation’s objectives, values and standards to stakeholders and the type

of media and language used

● how you facilitate consultative decision-making with stakeholders

● the application of business ethics to leadership

● an explanation of the impact of legislation when providing leadership

● an explanation of the organisation mission, purpose and values

● how application of leadership styles support organisational objectives, plans and strategies.

Scenarios

Scenario 1


You are the Operations General Manager at Max Lionel Realty (MLR). You are responsible for the day-to-day running of the company. You oversee the coordination of activities that occur within the Residential, Commercial, and Investments branches of the company. You are responsible for overseeing projects which affect operations of the organisation as a whole. You work with the HR manager to coordinate systems and projects to achieve cooperation and coordination across the company.

WHS Incident

A WHS incident recently occurred at the Commercial office of Max Lionel Realty. Although it is the Commercial Manager’s responsibility to investigate WHS incidents, they have not done so. You decide to step in. In accordance with the recently implemented WHS management system you must:

● investigate incidents

● complete an incident report

● perform risk assessment

● Update risk register.

The records you create of the incident need to be submitted to the HR Manager (assessor) for storage as per records management policy.

Details of the incident

● Last Wednesday, a client who was running late decided to leave through the

emergency exit and stairwell, falling and breaking her wrist.

● The exit door was blocked by boxes of paper.

● One of the agents heard calls for help, managed to open the exit and helped the

client.

● Not realising what had happened, or the seriousness of the accident, the agent

criticised the client’s high heels, implying that such a thing would never happen to a

man: ‘Any sensible woman would take the lift’.

● The client was humiliated.

● The client was taken to the Royal Women’s Hospital by ambulance.

● She is threatening to sue MLR for injuries, loss of income and mental trauma.

Scenario 1 (continued)


● Another agent noticed a strange odour and an oily substance on the stairwell.

● This agent reported the incident verbally to the Commercial Realty Manager.

● This incident has only just become known to the HR manager, who has been

contacted by both the client’s lawyer and the Office of the Human Rights

Ombudsman.

● Several incidents in which managers have failed to undertake WHS management

system responsibilities have occurred recently. For example, recordkeeping has

been incomplete.

● Consultation with agents, WHS committee meetings have not occurred.

● The organisation’s original target was to reduce the number of WHS incidents by

25%; however, after initial success, enthusiasm for the system has worn off and

incident rates are only just lower than they were when the system was initiated.

Scenario 2

You are the Operations General Manager at Max Lionel Realty. You have recently investigated a serious WHS incident. You have determined that the incident may represent a systemic breakdown in compliance with the organisation’s WHS management system. This system has only recently been implemented and clearly the requisite practices have not been embedded. Your legal and ethical responsibility is clear. You have a legal and ethical responsibility as a manager to minimise workplace hazards. Moreover, in accordance with organisational change management processes, you need to ensure organisational support by regularly reviewing compliance and acting immediately to intervene to ensure organisational objectives and minimise risk. You need to ensure managers are aware of and comply with the following responsibilities under the WHS management system and WHS legislation:

● consult with agents on WHS issues to continually identify any potential risks

● regularly conduct WHS committee meetings to address risk across the organisation

● regularly assess potential workplace hazards

● act proactively to reduce risk

● update the risk register.

You have decided to prepare a presentation to managers to ensure compliance. Your objective is to ensure a smooth implementation of the WHS management system. Accordingly, you don’t want to single out or embarrass any one manager. Rather, you want to ensure enthusiastic support by underscoring the importance of implementation of the WHS management system with respect to Max Lionel’s mission and organisational goals. You will need to ensure you demonstrate and support ethical attitudes and practices.


Marking Guide

Assessment Task 1: Scenario analysis (Communicate organisational mission and goals)



Assessment site


Outcomes

Did the candidate:

Satisfactory

Yes No

Submit an incident report?

Submit a risk analysis?

Submit an updated risk register?

Submit presentation notes, PowerPoint slides, etc.?

Plan and deliver a presentation to managers?

Submit all materials within the required timeframe?

Performance indicators

Did the candidate:

Satisfactory

Yes No

Clearly communicate objectives, values and standards in accordance with the organisation’s strategic direction? For example, in presentation to managers, did the candidate state that performance of WHS management accords with:

● mission to serve clients and create the best client experience (part

of creating that experience is to be mindful of legal responsibilities,

ethical practice and safety)

● strategic drive to represent MLR as ethical business

● values: ‘encouragement of excellence’

● operational goals to reduce accident rate

● reduction of risk due to legal non-compliance, liability?


Did the candidate:

Satisfactory

Yes No

Establish connections between organisational objectives, values and standards and the responsibilities of relevant groups and individuals? For example, in presentation to managers:

● discuss specific WHS responsibilities of managers

● connect each WHS responsibility to a value, business objective or

standard such as the REIV Code of Conduct. Ethical conduct and

safety are key values of the company

● demonstrate knowledge of legislation/standards that could apply

to individuals, such as:

○ Estate Agents Act 1980 (Vic)

○ Equal Opportunity Act 2010 (Vic)

○ Work Health and Safety Act 2011 (Cwlth)

○ Dangerous Goods Act 1985 (Vic)

○ AS/NZS 4804:2001 Occupational health and safety

management systems – General guidelines on principles,

systems and supporting techniques

○ REIV Code of Conduct.

Ensure media and language used is appropriate to individuals and group circumstances? For example:

● use Microsoft Excel, Word, PowerPoint, etc. to present information

professionally

● use a teleconferencing tool such as Skype to enable long-distance

communication

● use professional language

● use respectful and non-discriminatory language

● seek feedback and input

● match communication to needs of audience:

○ match level of formality to audience, audience needs, and

objectives (moderate to high level of formality to underscore

seriousness and suit context of workplace)

○ professional, serious tone

● use persuasive language.


Did the candidate:

Satisfactory

Yes No

State clear expectations of internal groups and individuals and explain in a manner which fosters commitment to the organisation? For example:

● discuss specific WHS responsibilities of managers from scenario

● connect each WHS responsibility to a value, business objective or

standard such as AS/NZS 4804:2001 or the REIV Code of Conduct.

Ethical conduct and safety are key values of the company. To build

support, for example, the candidate should stress the

organisation’s support for ‘leadership skills’ through training (such

as WHS and ethics training where required)

● discuss performance management and incentives.

Address expectations of the organisation? For example:

● follow requirements of the organisation to include discussion of

organisational goal linkages in all communications to embed

culture

● conduct presentation to ensure success of WHS management

system.

Demonstrate an understanding of the requirements to investigate incidents promptly and communicate results clearly to relevant groups and individuals? For example:

● complete incident report, analysis and update of risk register for

inclusion in WHS management recordkeeping system. Analysis

should indicate presentation/training to mitigate hazard. Records

need to be submitted to the HR Manager (assessor) for storage as

per records management policy stated in scenario

● sensitively use example of investigated incident in presentation;

directly addressing the lack of promptness in investigating the

incident under investigation (investigations required within one

day as per policies and procedures)

● draw from investigation of incident to communicate general

performance of managers; for example, recordkeeping incomplete,

inadequate consultation.


Did the candidate:

Satisfactory

Yes No

Display ethical conduct in all areas of work and encourage others to adopt business ethics? For example:

● demonstrate business ethics by correcting inappropriate attitudes

of managers. For example:

‘We also need to ensure tenants are the right ‘type’ to ensure

property values remain high. Everyone here knows what I mean

by the wrong types. I don’t have to spell it out.’

Candidate may stress the inherent importance of adhering to

business ethical principle of fairness (besides the need to adhere to

anti-discrimination legislation and besides the strategic imperative

to create a reputation for ethical practice).

Adapt appropriate interpersonal and leadership styles to meet particular circumstances and situations? For example:

● use a ‘directive’ leadership style with some elements of

consultation

● correct misunderstandings regarding organisational strategic

directions and importance of WHS management

● correct other misunderstandings; for example, point out that

training is crucially important to the business, it is a planned part of

operations and it is budgeted for ($62,187).

Comments/feedback to participant

Outcome: Successful Unsuccessful

Assessor name:

Assessor signature:



Assessment Task 2: Report (Influence groups and individuals)

Required documents and equipment

● Marking Guide




● access to computer lab with Microsoft Office, Project, Skype, etc.

Instructions for assessor This task requires candidates demonstrate knowledge and skills required to influence groups and individuals. Using the workplace scenario information provided, the candidate will plan the implementation of a change strategy, consult with various stakeholders, and implement a key part of the change. At all stages, the candidate will build support for the implementation. Please read Assessment Task 2, simulated business and scenario. You will need to meet with the candidate as CEO to approve draft plans for the change strategy. You will then need to observe the candidates as they meet with managers. Prepare the following role for the CEO meeting.


CEO – Max Lionel

Very concerned about cost of change strategy. Would like to reduce cost by 20% if possible. Has several questions, for the Operations General Manager (candidate):

● What activities will be undertaken to achieve objectives according to your plans?

● How have you resourced the change strategy? How much will it cost?

● How do your plans meet organisational, legal requirements, etc.?

● How will your communication plan account for the needs of all internal and external

groups, including the community at large?

● How will your use of technology achieve objectives?

● How do your plans align to organisational risk management plans?

● What consultation will you undertake with managers (key part of implementation)?

How will you ensure their support and incorporate their input into your

implementation plans?

Ensure the following roles are filled by appropriate people of your choice (fellow trainers, learners, for example) for step 8 outlined in the Assessment Task. These roles allow the candidate to consult with managers to implement part of the change management strategy. Managers should be cooperative only if the candidate employs a consultative leadership style and invites input.

Manager Residential Realty

● Doesn’t feel adequately consulted.

● Doesn’t understand why managers have not been trained on company mission,

objectives, etc.

● Needs training on WHS and ethics.

● ‘My clients don’t like certain religious practices. What am I supposed to do, cut

them loose?’

● Suggests that once managers are trained they can train the agents, eliminating the

need for external trainers, and building internal company culture of training and

coaching.


Manager Commercial Realty


● Needs training on WHS and ethics.

● Can train but requests support from management because it’s not an area of

expertise.

● Suggests that the company can save money by simply creating some good PR around

ethics and skip the actual training. Agents understand that, as a business, we have to

talk up ethics, but really, for grownups, it’s just business as usual.

● Ok. If we need to actually follow through with our stated values, then manager

disputes need for training rooms. Commercial office has free facilities available. Can

seat ten agents. Must be externally catered, however.

Manager Investments


● ‘I like to hold information back (like potential conflict of interest) to give me the

advantage I need to do business.’

● Can train but also requests support from other managers because it’s not an area of

expertise. Suggests managers receive formal training in workplace training and

assessment for career development.

● Disputes need for externally provided facilities. As a real estate firm, we have

cheaper in-house facilities for promotions. Will cost approximately $2,000.

● Suggests the need to consult with busy agents on training times and perhaps

schedule multiple sessions to ensure flexibility and accessibility.

Note For larger training groups, to reduce the number of presentations to observe, consider assessing candidates together. You may assign each candidate a ‘manager role’ on top of their Operations General Manager (OGM) role. Candidates will take turns to play the OGM. They will participate as managers as others play the role of OGM. This will provide an opportunity for candidates to both lead and influence, and provide other candidates with the opportunity to lead and influence.


Planning the assessment




○ meet with CEO (your assessor) to approve change strategy

○ plan and deliver a presentation to managers on the change strategy

○ submit:

– action plan for implementation

– budget

– communication plan

– drafts of evolving planning documents

– presentation notes, PowerPoint slides, etc.

● Ensure you agree and arrange a time with candidate/s to:

○ discuss change strategy (as CEO)

○ observe candidate presenting to managers.

Influence groups and individuals

Submission details



Assessment site




You will demonstrate knowledge and skills required to influence groups and individuals.


Using the workplace scenario information provided, you will plan the implementation and resourcing of an organisational change strategy, consult with various stakeholders, and implement a key part of the change strategy. At all stages, you will build support for the implementation. Note: You will need to keep copies of the work you undergo in this assessment task for further use in Assessment Task 3.

Procedure




2. Review the scenario information below.

3. Develop action plan for implementation of the change strategy.


4. Develop a budget for the strategy.

5. Develop a communication plan for the change strategy.

6. Arrange a time to meet with CEO (your assessor) to discuss planning. Prepare to:

a. employ appropriate leadership style

b. discuss plans and budget and gain support

c. explain how plans meet organisational, legal requirements, etc.

d. explain how communication plan accounts for needs of internal and external groups. Explain what

approaches will be taken to ensure the organisation is reflected positively in the media.

e. discuss modes of communication (e.g. presentations, flyers, posters, training notes, etc.) in

implementation plans

f. explain how plans align to organisational risk management plans; for example, explain how the

change strategy mitigates certain risks outlined in the risk register

g. discuss the approach to be taken in upcoming consultation with managers (key part of

implementation).

7. Revise plans/budget based on consultation with CEO. Keep drafts of plans to provide evidence of

consultation and continuous improvement.

8. Consult with managers (individuals chosen by your assessor to play the roles of managers) to implement

part of change management strategy (inform managers of change processes, gain support, seek

feedback and suggestions for improvement). Ensure you:

a. employ an appropriate leadership style

b. model and encourage ethical behaviour.

9. Revise plans/budget based on consultation with managers. Keep drafts of plans to provide evidence of

consultation and continuous improvement.


Specifications

You must:

● meet with CEO (your assessor) to approve change strategy

● plan and deliver a presentation to managers on the change strategy

● submit:

○ action plan for implementation

○ budget

○ communication plan

○ drafts of evolving planning documents

○ presentation notes, PowerPoint slides, etc.



● how you communicate and inspire the trust and confidence of others and ensure their cooperation and

support

● how you explain business ethics and their application

● how your knowledge of leadership styles and their application supports the organisation

● an explanation of the impact of legislation, codes and by-laws relevant to the organisation’s operations

● how you incorporate the organisation mission, purpose and values into your plan

● how you describe the organisation objectives, plans and strategies in your plan

● how you discuss, initiate and implement the organisational change processes.


Scenario

You are the Operations General Manager at Max Lionel Realty (MLR). The CEO, Max Lionel, has asked you to initiate and implement a change strategy to improve organisational culture and ensure ethical and legal compliance of agents. Key outcomes of the strategy will be:

● development of an ethics charter for the business based on WHS responsibilities and Real Estate

Institute of Victoria (REIV) Code of Conduct

● revisions made to existing policies and procedures to incorporate use of charter by agents

● training for managers and agents on use of charter, WHS responsibilities and legal/ethical

responsibilities.

Previous needs analysis for this strategy has uncovered characteristics and requirements of various groups and stakeholders:

Agents (40) Clients Tenants/wider community

● under stress; time-poor

● highly trained and

competent in selling and

managing real estate

● unaware of legal, ethical

requirements; just want

to please clients

● even if aware, have no

idea how to apply to

daily client practice

● unclear on overall

strategic aims of MLR

● culturally diverse.

● cynical: e.g. ‘Why do I

have to pay attention to

MLR’s internal business?

I just want them to

manage my property’

● time-poor

● not sure of MLR

obligations and

commitment to best-of-

breed client service and

ethical practice, REIV

Code of Conduct

● feel that it’s the agent’s

obligation to fill

rental/lease properties

according to client

wishes: e.g. ‘I choose

who lives in/leases my

property’


● sometimes feel

discriminated against on

basis of:

○ lifestyle

○ family status

○ cultural background

○ income, etc.

● residential agents have

been rude or insensitive

on occasion: e.g. ‘You

wouldn’t treat your rich

clients or investment

partners this way’

● do not feel they are

adequately consulted

● residential/commercial

agents/clients have let

themselves in without

consultation

● inspections are

sometimes unannounced

● feel that the real estate

business is crooked



The following resources are available from preferred suppliers, Ace Consultants:

Human resourcing Cost

Developer/writer $120/hr

Advertising and promotions consultant $150/hr

Quality assurance person/editor $120/hr

WHS trainer/facilitator $120/hr

Anti-discrimination trainer/facilitator $120/hr

Mary Stewart (WHS consultant) $150/hr

John Ng (CPA) $150/hr

Pat Lee (Lawyer; anti-discrimination expert) $150/hr

Other resourcing

Off-site training room (catered ) with space for ten people $400/hr

Promotions package: email, social media, trade magazine placements, local newspaper copy

$4000

The total budget for the change strategy: $12,000 You will need to:

● develop a draft action/implementation plan for the implementation of the strategy, including all

activities to be undertaken and timelines for entire project

● develop a draft communications plan for internal and external stakeholders

● consider resourcing requirements and develop a draft budget

● consider modes of communication and outline new technologies which would benefit promotion of plan

● include in action/implementation plan (and communication plan) a meeting with managers as a key part

of building support for change strategy and gaining input

● meet with CEO to approve draft planning documents

● meet with managers to present draft strategy and gain input.

Marking Guide

Assessment Task 2: Report (Influence groups and individuals)



Assessment site


Outcomes

Did the candidate:

Satisfactory

Yes No

Submit an action plan for implementation?

Submit a budget?

Submit a communication plan?

Submit drafts of evolving planning documents?


Submit presentation notes, PowerPoint slides, etc.?

Meet with CEO to discuss and seek approval for change strategy?

Plan and deliver a presentation to managers on the change strategy?



Did the candidate:

Satisfactory

Yes No

Gain the trust, confidence and respect of diverse groups and individuals through positive role modelling and effective communication and consultation? For example:

● use appropriate leadership styles. For example, consultative and

deferential with CEO; less directive, consultative and collaborative

with managers

● build trust, through, for example, empathising with the managers,

treating concerns seriously

● address unethical manager suggestions and sensitively correct

them.

Embrace, resource and effectively implement improvements to organisational and workplace culture? For example:

● create budget including human and physical resourcing

● amend budget after consultation with CEO , managers based on

resourcing and business requirements

● implement part of the implementation plan by presenting

implementation plan to managers, gaining input and support for

implementation.

Demonstrate understanding of the global environment and new technology in work activities? For example:

● use Microsoft Excel, Word, PowerPoint to present information

professionally

● use a teleconferencing tool such as Skype to enable long-distance

communication

● plan use of appropriate technology in communications plan to

represent MLR positively in the community: social media, magazine

ads, internet, email.


Did the candidate:

Satisfactory

Yes No

Ensure actions convey flexibility, accessibility and adaptability to change? For example:

● take consultative approach to planning with managers

● re-draft planning, budget based on consultation

● plan flexible training times to ensure accessibility to training

for agents.

Ensure consultation and participation in decision-making occurs with relevant groups and individuals where appropriate? For example:

● take consultative approach to planning with CEO and managers

● re-draft planning, budget based on consultation.

Ensure decision-making takes into account the needs and expectations of both internal and external groups? For example:

● take consultative approach to planning with CEO and managers

● discussion with CEO and managers on needs of internal and external

groups

● re-draft planning, budget based on consultation on needs of internal

and external groups

● communication plan should reflect needs of CEO, managers, agents,

tenants, clients, and wider community as outlined in scenario.

Ensure decision-making occurs in accordance with risk management plans for all options, and within appropriate timeframes? For example:

● reference to MLR risk register in consultation with CEO

● explanation of how plans address identified organisational risk.


Did the candidate:

Satisfactory

Yes No

Ensure that the organisation is represented positively in the media and community? For example:

● media used in communication designed to effectively reach target

groups

● communication addresses needs of external groups and

stakeholders, for example:

○ managers

○ agents

○ clients

○ tenants

○ wider community.


● address unethical manager suggestions and sensitively correct them

● is respectful.


● use appropriate leadership styles. For example, consultative and

deferential with CEO; less directive, consultative and collaborative

with managers.



Assessor name:

Assessor signature:


Assessment Task 3: Project (Build and support teams)


● Marking Guide




● Assessment Task Templates documents (Assessment Appendix 2)

● Access to computer lab with Microsoft Office, Project, Skype, etc.

Instructions for assessor This task requires candidates demonstrate knowledge and skills required to build and support teams. Using the workplace scenario information provided, and following on from work completed in Assessment Task 2, the candidate will lead and support a team of managers to implement a change strategy (develop training ideas for agents on ethics and WHS). Please read Assessment Task 3, simulated business, and scenario. You will need to observe the candidates as they workshop agent training with managers. Ensure the following roles are filled by appropriate people of your choice (fellow trainers, learners, for example).

Managers should not volunteer information unless candidate takes a consultative approach.

Manager Residential Realty

● Not sure of responsibilities or accountabilities with regard to training.

● ‘I don’t see how I should be responsible for my agent’s actions. What they do with

regard to WHS and ethics is their own business. I don’t ask and I don’t want to know

what they do to generate income for the business.’

● 15 agents require catering

● Should suggest and/or demonstrate brainstorming to generate training ideas.

Manager Commercial Realty


● 15 agents require catering.

● ‘Can I use my sister’s coffee shop to cater the training? She really needs the

business. She is much cheaper than Coffeeville, our preferred supplier.’

● Should suggest or demonstrate fishbone diagrams/5Whys to determine deep

reasons for agents not demonstrating required skills or knowledge (for example feel

ethics is incompatible with buying and selling real estate in a competitive market

place).

● Should suggest that training directly address uncovered deep reasons.


Manager Investments


● 10 agents require catering.

● Suggests investment agents opt out of training because openness may restrict

ability to generate profits and be exploited by competitors. Knowledge is power.

● Should suggest and or demonstrate flowcharting to determine the most effective

way to run sessions based on agents’ needs.

Note

Ensure candidate has an opportunity in the workshop to demonstrate innovative approaches and support the innovative approaches of others in order to build team and create a positive work environment.

For larger training groups, to reduce the number of workshops to observe, consider assessing candidates together. You may assign each candidate a ‘manager role’ on top of their Operations General Manager (OGM) role. Candidates will take turns to play the OGM. This will provide an opportunity for candidates to both lead and support, and provide other candidates with the opportunity to lead and support.

Planning the assessment




○ meet with managers to workshop training of agents

○ submit:

– agenda

– team roles and responsibilities document

– team budget

– workshop notes.

Ensure you agree and arrange a time with candidate/s to observe team meeting.

Build and support teams

Submission details



Assessment site




You will demonstrate knowledge and skills required to build and support teams.



Using the workplace scenario information provided, and following on from work completed in Assessment Task 2, you will lead and support a team of managers to implement a change strategy.

Procedure




2. Review completed work from Assessment Task 2.

3. Review the scenario information below.

4. Develop agenda for workshop and arrange time to meet with managers to workshop implementation of

agent training. Arrange for the assessor to observe workshop.

5. Lead team workshop with managers. Ensure you:

a. set and complete objectives for workshop; determine how to ensure effective training of agents

b. assign roles for each manager

c. model ethical behaviour and encourage ethical behaviour in team

d. use an appropriate leadership style to achieve objectives

e. discuss organisational requirements such as legislation

f. provide support for team as team generates ideas for how to produce effective training

g. model innovative methods to generate ideas for training agents and achieving training objectives;

for example, brainstorming, fishbone diagrams, 8Ps, flowcharting

h. discuss, suggest, demonstrate and encourage innovative approaches

i. provide constructive criticism, advice

j. discuss leadership styles to be employed by managers in training

k. discuss budget for training

l. take notes from workshop to evidence participation.


Specifications

You must:

● meet with managers to workshop training of agents

● submit:

○ agenda

○ team roles and responsibilities document

○ team budget

○ workshop notes.



● how you communicate and inspire trust and confidence of others to ensure their cooperation and

support

● how you network to ensure support from key groups and individuals for

concepts/ideas/products/services

● how you encourage others to adopt ethics and build commitment

● how you demonstrate ethical conduct and professional competence

● how you demonstrate leadership through consultation and collaboration with stakeholders

Scenario

You are the Operations General Manager at Max Lionel Realty (MLR). You have initiated and begun implementation of a change strategy to improve organisational culture and ensure ethical and legal compliance of agents. Key outcomes of the strategy will be:

● development of an ethics charter for the business based on WHS responsibilities and REIV Code of

Conduct (completed in Assessment Task 2)

● revisions made to existing policies and procedures to incorporate use of charter by agents (completed in

Assessment Task 2)

● training for managers and agents on use of charter, WHS responsibilities and legal/ethical

responsibilities (partly completed in Assessment Task 2).

Managers have now been trained in WHS and ethics. It has been decided that managers will train their agents.

Training objectives for agents

WHS: ● Identify relevant legislation, standards, codes, etc.

● Fill out incident reports.

● Perform risk assessment.

● Fill in risk register.

Ethics: ● Identify relevant legislation, standards, codes, etc.

● Use ethics charter: ensure clients, tenants, etc. are aware of charter

(revised customer service procedures mandate that agents must ensure

awareness).

● Follow REIV code of conduct: ensure honesty.

● Act in non-discriminatory manner with clients/tenants.

Managers will be accountable for planning and delivering training, assessing individual competence, periodically reviewing effectiveness of training, and considering ethical and WHS performance as part of periodic agent performance management, in accordance with company policy. In addition to preferred suppliers, the following costs are associated with resources:


Resource Cost

Managers $120/hr

Training rooms $100/hr

Paper $0.50/sheet

Projector $100/day

All other training resources will be at your discretion and obtained in accordance with the MLR procurement policy. You will need to:

● meet with managerial team to discuss training and develop training/information sessions for agents

according to agent needs

● assign roles for training

● demonstrate encouragement and support for team and create positive work environment

● demonstrate innovative approaches

● encourage innovative approaches to training.

● prepare budget for team based on stated needs.

Marking Guide

Assessment Task 3: Build and support teams



Assessment site


Outcomes

Did the candidate:

Satisfactory

Yes No

Submit a workshop agenda?

Submit team roles and responsibilities document?

Submit a team budget?

Submit workshop notes?

Lead a team workshop?



Did the candidate:

Satisfactory

Yes No

Assign accountabilities and responsibilities to teams consistent with their competencies and operational plans?

● Each manager will be accountable for planning and delivering

training, assessing individual competence, periodically reviewing

effectiveness of training, and considering ethical and WHS

performance as part of periodic agent performance management

in accordance with company policy.


Did the candidate:

Satisfactory

Yes No

Ensure teams are resourced to allow them to achieve their objectives? For example, in workshop:

● consult with team to determine resource needs for training

● develop budget appropriate to training needs and in accordance

with Assessment Task 2 budget; budget consistent with Coffeeville

catering as per purchasing policy.

Empower teams and individuals with effective delegation and support for their initiatives? For example, in workshop:

● provide support for team as team generates ideas for how to

produce effective training

● model innovative methods to generate ideas for training agents

and achieving training objectives; for example, brainstorming,

fishbone diagrams, 8Ps, flowcharting

● discuss, suggest, demonstrate and encourage innovative

approaches. Provide constructive criticism, advice

● discuss leadership styles to be employed by managers in training.

Create and maintain a positive work environment? For example:

● respect initiatives and difference

● answer and sensitively correct unethical suggestions by managers

● provide advice and encouragement.

Encourage teams and individuals to develop innovative approaches to the performance of work? For example:

● model innovative methods to generate ideas for training agents

and achieving training objectives, for example, brainstorming,

fishbone diagrams, 8Ps, flowcharting

● discuss, suggest, demonstrate and encourage innovative

approaches. Provide constructive criticism, advice.


● respond to and sensitively correct unethical suggestions by

managers

● give examples of ethical behaviour.


Did the candidate:

Satisfactory

Yes No


● use appropriate leadership styles in workshop. For example,

consultative and collaborative with managers to develop training

ideas; directive to correct inappropriate attitudes.



Assessor name:

Assessor signature:


Assessment Task 4: Role Play (Demonstrate personal and professional competence)


● Marking Guide



● access to computer lab with Microsoft Office, Project, Skype, etc.

Instructions for assessor

This task requires candidates to demonstrate knowledge and skills required to demonstrate personal and professional competence.

In this assessment task, the candidate will set out personal and professional goals in a professional development (PD) plan. Then, the candidate will obtain role play verification of participation in networking or professional development to achieve goals set out in their PD plan. Finally, the candidate will submit a reflection on their personal development. Planning the assessment




○ plan professional activities in PD plan and perform three activities

○ submit:

– professional development plan


– role play-party reports

– a written reflection.

Demonstrate personal and professional competence

Submission details



Assessment site




You will demonstrate knowledge and skills required to demonstrate personal and professional competence.


In this assessment task, you will set out personal and professional goals in a professional development (PD) plan. Then you will obtain role play verification of participation in networking or professional development to achieve goals set out in your PD plan. Finally, you will submit a reflection on your personal development.

Procedure

1. Reflect on your leadership skills in the context of the work you completed in Assessment Tasks 1–3. This

will be a self-assessment exercise, so questions you should ask yourself include the following.

a. What did I do well?

b. What areas need improvement?

c. Did I engage all stakeholders?

d. Did I display ethical conduct? If so, how/how not?

e. How was my leadership style appropriate for the tasks?


2. Once you have established areas for improvement, determine how this will occur by developing a

professional development plan. Questions to ask yourself will include the following.

a. What are my objectives?

b. What are the priorities for achieving these?

c. What activities do I need to undertake to achieve my objectives?

d. What resources do I need?

e. What are my timelines?

3. Identify three professional development activities in your PD plan (for example, training, networking or

professional development) designed to achieve goals and overcome weaknesses set out in your PD plan.

Ensure you are able to perform the activities within the allotted assessment time.

Note: Ensure you gather role play verification of participation and performance in at least three

activities, including at least two activities involving networking. Use reports from three different types of

role play.

Acceptable role play include: managers, superiors, trainers and assessors (for additional training

undertaken), industry peers (for networking undertaken).

4. Complete a written reflection detailing:

a. answers to reflection questions in step 1 above

b. how you will continue to develop your skills and knowledge through professional development

and networking.


Specifications

You must:

● plan professional activities in PD plan and perform three activities.

● submit:

○ professional development plan

○ role play reports

○ a written reflection.

Your assessor will be looking for evidence of:

● how you have demonstrated leadership, i.e., communicated and inspired the trust and confidence of

others and ensured their cooperation and support

● how you established networks and developed skills to ensure support from key groups and individuals

for concepts/ideas/products/services

● how you demonstrated knowledge of business ethics and their application.

Marking Guide

Assessment Task 4: Demonstrate personal and professional competence

Candidate’s name Phone No.

Assessor’s name Phone No.


Assessment site


Outcomes

Did the candidate:

Satisfactory

Yes No

Submit a professional development plan?

Submit role reports?

Submit a written reflection?

Plan professional activities in PD plan and perform three activities to realise set goals?



Did the candidate:

Satisfactory

Yes No

Set and achieve personal objectives and work program outcomes?

● Record personal and professional objectives in PD plan.

● Role play reports record examples match those in PD plan to show

follow-through from plans.

Ensure self-performance and professional competence is continuously improved through engagement in a range of professional development activities?

● role play reports record examples of activities to improve

professional performance (at least three examples, at least one

from each of three reports).

Participate regularly in industry/professional networks and groups?

● Role play reports record examples of networking (at least two on

two different occasions).



Assessor name:

Assessor signature:

BSBMGT605 Provide leadership across the organisation ......Jul 02, 2017 · Please read Assessment...

Documents

Transcript of BSBMGT605 Provide leadership across the organisation ......Jul 02, 2017 · Please read Assessment...