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Assessment ToolsQualification BSB51918 Diploma of leadership and managementCluster number and name: LMD 2.1 Manage effective workplace relationships and information

management or knowledge system. Units of competency: BSBINM501 Manage an information or knowledge management system

BSBLDR502 Lead and manage effective workplace relationsStudent’s ID: Please advise all students to insert their ID this column and on all pages, they submit. Assessor’s name: Please ensure your name or assessor name is inserted.

ASSESSMENT INSTRUCTIONS OverviewPrior to commencing the assessments your assessor will explain each task and the terms and submission of your task. Please consult your assessor if you are unsure of any questions. It is important that you understand adhere to the terms and conditions and address each task. The assessor will support you throughout this process.Written workThe assessment tasks are used to measure your understanding and underpinning skills and knowledge of this unit of competency. When answering please ensure you address each criteria and sub point, demonstrate your research of each of the questions and cover the topic in a logical and structured manner.Active participationIt is a condition of enrolment that you actively participate in your studies. Active participation is completing all tasks on time. If you do not participate you will be required to report to Student Services Coordinator. PlagiarismPlagiarism is taking and using someone else's thoughts, writings or inventions and representing them as your own. Plagiarism is a serious act and may result in a student’s exclusion from a course. When you have any doubts about including the work of other authors in your assessment, please consult your trainer/assessor. The following list outlines some of the activities for which a student can be accused of plagiarism: Presenting any work by another individual as one's own unintentionally Handing in assessments markedly similar to or copied from another student Presenting the work of another individual or group as their own work Handing in assessments without the adequate acknowledgement of sources used,

including assessments taken totally or in part from the Internet If it is identified that you have plagiarised within your assessment task, then we will organise a meeting to discuss this with you. Copyright You must be careful when copying the work of others. The owner of the material may take legal action against you if the owner's copyright has been infringed. You are allowed to do

BSBINM501 / BSBLDR502 Assessment Tool Version 3 Issued 28 April 2019 Page | 1




a certain amount of copying for research or study purposes. Generally, 10% or one chapter of a book is acceptable, where the participant is studying with, or employed by, an educational institution.Competency OutcomesEach activity in this assessment tasks will be marked as either Satisfactory or Not Satisfactory. If your work is marked as Not Satisfactory you will be provided with feedback from your assessor and then given time to complete the task. Your assessor will provide you with a timeline in which you will be required to submit your task. Resubmission timeline will be determined by the assessor and based on the extent of the re-submission.When you have completed all tasks in this document you will be granted an overall competency outcome, which will be either Competent or Not Yet Competent. If your work is marked as Not Yet Competent you will be asked to resubmit the assessment tasks as indicated by your assessor. You will not be able to gain competency if any of your tasks are not fully completed. Assessment Appeals ProcessIf you are dissatisfied with the outcome of one of the assessment tasks or the final outcome of the assessment task because you feel that the result is unfair or incorrect, you may request to have the task/s or overall assessment task reviewed. If you are still dissatisfied with the outcome, you may lodge a formal assessment appeal. Refer to SBTA’s Complaints/Appeals Policy and Procedure.Application of the unit: BSBINM501 Manage an information or knowledge management systemThis unit describes the skills and knowledge required to organise training for others for an information or knowledge management system and to manage the use of the system.It applies to individuals who are responsible for seeing that key information and corporate knowledge are retained, accessible to others and improve business outcomes. The unit applies to information or knowledge management systems which comprise policies, protocols, procedures and practices to manage information or knowledge within the organisation and among relevant stakeholders.Application of the unit: BSBLDR502 Lead and manage effective workplace relationshipsThis unit describes the skills and knowledge required to lead and manage effective workplace relationships.





It applies to individuals in leadership or management who have a prominent role in establishing and managing processes and procedures to support workplace relationships taking into account the organisation’s value, goals and cultural diversity.





ASSESSMENT TASK 1: Assessment type: Written Knowledge questions for both units of competency Assessment task description This is the first (1) assessment task you have to successfully complete to be deemed

competent in this unit of competency. Assessment task 1 comprises of written questions You must respond to all questions and activities and submit them to your

Trainer/Assessor. You must answer all questions to the required level, e.g. provide the number of points,

to be deemed satisfactory in this task. You will receive your feedback within two weeks - you will be notified by your

Trainer/Assessor when results are available.Resubmissions and reattempts Where your answers are deemed not satisfactory after the first attempt a resubmission

attempt will be allowed.Reasonable adjustmentIf you require any reasonable adjustment to complete your assessment, please contact the trainer/assessor before completing any assessment task. Please note academic standards of the unit will not be lowered to accommodate the needs of any student but there is a requirement to be flexible about the way in which it is delivered and assessed. Each case will be looked at on its own merit.LocationLevel 2, 401 Sussex Street, Sydney, NSW 2000 Purpose of the assessment taskThe purpose of this assessment task is to assess the students’ knowledge essential to monitor corporate governance activities. Organise learning to use information or knowledge management system Manage use of information or knowledge management system Review use of information or knowledge management system





Manage ideas and information Establish systems to develop trust and confidence Manage the development and maintenance of networks and relationships Manage difficulties to achieve positive outcomesInstructions for answering written questions Student must have to complete a written assessment consisting of a series of questions. It is expected from students to correctly answer all the questions. Answers must demonstrate an understanding and application of relevant concepts,

critical thinking, and good writing skills. Student must concise to the point and write answers according to the given word-limit

to each question and do not provide irrelevant information. Student must not use non-discriminatory language. The language used should not

devalue, demean, or exclude individuals or groups on the basis of attributes such as gender, disability, culture, race, religion, sexual preference or age. Gender inclusive language should be used.

Assessor should not accept answers copied directly from texts without acknowledgement of the text.

How your trainer/assessor will assess your work? This assessment task requires the student to answer all the questions. Answers must demonstrate the student’s understanding and knowledge of the unit. If all assessment tasks are deemed Satisfactory (S), then the unit outcome is Competent

(C). If at least one of the assessment task is deemed Not Satisfactory (NS), then the unit

outcome is Not Yet Competent (NYC).Resources and equipment required to complete this taskThe student will have access to the following: Computer Internet MS Word Student Portal





Learner Guide Websites Commercial kitchen environment and classroom environment Policies and procedures Virtual companies (if requested)Assessment ConditionsSkills must be demonstrated in a hospitality industry service environment. This can be:

Based on an industry workplace; or a simulated industry environment or activity for which information on the

hospitality industry is sourced.Assessment must ensure access to:

computers, printers, communication technology and information programs used to source industry information

relevant legislation, regulation, standards and codes relevant workplace systems, documentation and resources case studies and, where possible, real situations interaction with others.

Benchmark for Assessment You are expected to respond to all aspects of each question and case study. In

some cases, direction is provided on the expected length of your response. These assessments will require a Short, Medium or Long response.

The following is a guide to the expected number of words for each of these categories unless otherwise indicated.

Short 30+ words

Medium 200+ words

Long 300+ words

Assessment task 1: Knowledge questions





Instructions to StudentThis assessment task will enable you to demonstrate your knowledge of managing an information or knowledge management system. Questions: Read all the questions below and provide answers to each question below.

1.1. Businesses need to comply with relevant legislations, codes of practice and national standards relevant to privacy, freedom of information and knowledge management systems. Listed below are some legislations, codes of practice and national standards. Research these, provide a brief overview and explain how each may impact the business if business don’t comply with these. (Guide: Short for each)

Privacy Act 1988 The section holds information about specific areas of law that are included in the coverage of the Privacy Act, including the Australian Privacy Principles, credit reporting provisions, the handling of tax file numbers, the handling of personal information for medical research, and the creation of privacy regulations.

Competition and Consumer Act 2010 (CCA)

The Act is the legislative vehicle for competition law in Australia, and seeks to promote competition, fair trading as well as providing protection for consumers.





NSW Fair Trading Act 1987

NSW Fair Trading safeguards the rights of all consumers and advises business and traders on fair and ethical practice. NSW Fair Trading also offers a wide range of services to protect the community and businesses throughout the State of NSW.

Anti-Discrimination Act 1991

Australia's anti-discrimination law. In Australia, it is unlawful to discriminate on the basis of a number of protected attributes including age, disability, race, sex, intersex status, gender identity and sexual orientation in certain areas of public life, including education and employment.

Freedom of information(FOI) Act 1982

The Freedom of Information Act 1982 (FOI) is Australian Commonwealth Freedom of Information legislation which gives members of the public rights of access to official documents of the Government of the Commonwealth and of its agencies.

AS5037 – 2005 Knowledge Management Standards

Its aim, we are told, is to assist individuals and organisations understand KM concepts and 'the environment best suited for enabling knowledge activities', and to '[o]ffer a scalable and flexible frame- work for designing, planning, implementing and assessing knowledge interventions that respond to an organisation

1.2. Explain the difference between legislations, codes of practice and workplace policies. (Guide: Medium).

Legislation The Privacy Act includes thirteen Australian Privacy Principles (APPs), which apply to some private sector organisations, as well as most Australian and Norfolk Island Government agencies. These are collectively referred to as ‘APP entities.

Codes of Practice

Codes of practice are practical guides to achieving the standards of health and safety required under the model WHS Act and Regulations. An approved code of practice applies to anyone who has a duty of care in the circumstances described in the code. In most cases, following an approved code of practice would achieve compliance with the health and safety duties in a jurisdiction’s WHS Act and Regulations.

Workplace Policies

The Office of the Australian Information Commissioner (OAIC) has responsibility for regulating and providing advice on the operation of the Freedom of Information Act 1982 (FOI Act). The FOI Act is the legislative basis for open government in Australia and covers Australian Government ministers and most agencies.

1.3. Organisations will have policies and procedures for many areas of business. Explain the following policies and procedures. (Guide: 50 words each).

Records is an organizational function devoted to the management of information in an





managementorganization throughout its life cycle, from the time of creation or inscription to its eventual disposition? This includes identifying, classifying, storing, securing, retrieving, tracking and destroying or permanently preserving records.

Information management

concerns a cycle of organisational activity: the acquisition of information from one or more sources, the custodianship and the distribution of that information to those who need it, and its ultimate disposition through archiving or deletion.

Customer service

is the provision of service to customers before, during and after a purchase? The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest". Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing.

Commercial confidentiality

refers to safeguarding the privacy of sensitive information of individual firms (such as market position, financial health, or whether the firm is receiving financial support). Commercial confidentiality can help to promote the full and free disclosure of pertinent information to official agencies by financial firms, and ensures the fair and equal treatment of all firms.

1.4. Systems, policies and procedures can support the development of effective work relationships. A system that will support your workplace is performance indicators. Explain what performance indicators are and how they are use and how they support the development of effective work relationships.

A business or operational plan is a guide that outlines, in writing, an organization’s goals and describes how it plans to reach those goals. Plans should be regularly reviewed to ensure that they are kept up to date with changing market and economic conditions, customer and client demands and priorities, and an organization’s own direction.

1.5. If you are working as a Human Resources Manager, explain which legislations would be relevant to managing effective workplace relationships. (Guide: Medium).





1.6. 1. [work safe and safe work] The principal OHS law in Victoria consists of the Occupational Health and Safety Act 2004 (Vic), supported by the Occupational Health and Safety Regulations 2017 (Vic). This legislation applies in all Victorian workplaces. In many respects, it is reasonably consistent with the national model work health and safety (WHS) legislation that applies in most other jurisdictions.

1.7. 2. [Federal] The Age Discrimination Act 2004 helps to ensure that people are not treated less favourably on the ground of age.

1.8. 3. [Federal] Privacy Act 1988 protect personal information

1.9. Review an organisation you are currently working for (or used to work for), explain the organisation’s information and knowledge bases system, either demand or supply-side of the business and address the following:

list some of the benefits and aspects of the information or knowledge management systems which you are familiar with and use; and

address potential drawbacks that can be associated with it? (Guide: Short) Note: SBTA has purchased several virtual companies which you can work with. Please speak to your assessor and you may choose to conduct the research based on the business of one of the companies listed here: Bounce Fitness, Awesome Landscapes, Australian Hardware or CoffeeVille.

Overview of the management system

is a set of policies, processes and procedures used by an organization to ensure that it can fulfill the tasks required to achieve its objectives. These objectives cover many aspects of the organization's operations (including financial success, safe operation, product quality, client relationships, legislative and regulatory conformance and worker management). For instance, an environmental management system enables organizations to improve their environmental performance and an occupational health and safety management system (OHSMS) enables an organization to control its occupational health and safety risks, etc.

Benefits of the management system

An Integrated Management System can benefit your organization through increased efficiency and effectiveness, and cost reductions while minimizing the disruption caused by several external audits. It also shows your commitment to increased performance, employee and customer satisfaction, and continuous improvement.

Drawbacks of the management system

develop clear processes to capture, record and share business knowledge define the scope and objectives of any knowledge management initiatives create a corporate culture of knowledge sharing between employees and

management





set clear goals and strategies to help you utilise the collective knowledge (otherwise, it will be of no use to your business)

1.10. What are some critical points to consider while assessing the effectiveness of a knowledge or information management systems? Using the areas of economy, accessibility, safety and environment, identify some measures you as a manager could apply to an organisation’s knowledge management system. (Guide: Medium)

Evaluating the effectiveness of information systems, we consider two dimensions: user satisfaction and quality of information generated by the systems. An IS can be effective for two reasons: ease of use (system-related attributes) and system utility (with respect to user expectations). To assess the effectiveness of ISs, what is of interest in evaluating an IS is to know from an organizational and functional point of view whether it is useful and, from the user's point of view, whether it is easy to use. These two pillars are distinct, non-exclusive, and there may be easy-to-use systems (great performance, great user interface), but they are not useful, that is, they do not meet information control needs. Depending on the situation, the software features and the credibility of your developer, among other reasons, these aspects may even be in the background.The effectiveness attributed to an information system is associated with the perception that it contributes to the achievement of organizational goals.

1.11. It is important to use good interpersonal skills when communication with others. List some interpersonal skills you need to have to demonstrate good interpersonal skills to others.

People with strong interpersonal skills are often more successful in both their professional and personal lives. Interpersonal skills include a wide variety of skills, though many are centred around communication, such as listening, questioning and understanding body language. They also include the skills and attributes associated with emotional intelligence, or being able to understand and manage your own and others’ emotions.

1.12. Communication and interpersonal skills can be used to develop effective relationships within the workplace or business community. Give an example of when how and why you would use communication and interpersonal skills in your workplace (Guide: Medium)

Communication is rarely perfect and can fail for a number of reasons. Understanding more about the various barriers to good communication means that you can be aware of—and reduce the likelihood of—ineffective interpersonal communication and misunderstandings. Problems with communication can arise for a number of reasons, such as:

Physical barriers, for example, being unable to see or hear the speaker properly, or language





difficulties; Emotional barriers, such as not wanting to hear what is being said, or engage with that topic; and

Expectations and prejudices that affect what people see and hear.

1.13. What is the value to an organisation of having clearly documented policies and procedures? (Guide: Short to Medium)

Policies and procedures are an essential component of any organization. Policies are important because they address pertinent issues, such as what constitutes acceptable behavior by employees. Procedures, on the other hand, clearly define a sequence of steps to be followed in a consistent manner, such as how the organization will respond to any policy violations. Utilizing both policies and procedures during decision-making ensures that employers are consistent in their decisions.However, these policies and procedures are rendered useless if employers neglect to adhere to them or fail to effectively communicate them to employees. The latter part of this dilemma, communication with employees, should be easy to address. t. Your organization should provide easy access to policies and trainings and utilize tools to document employee communication and attestation. To bring it full circle, it is important for compliance officers to develop a communication procedure so your employees aren’t left in the dark regarding important policies. The more difficult piece for employers is to adhere to and enforce the established policies and procedures.

1.14. Provide an example of how each of the following workplace documents would support effective working relationships. (Guide: Short for each)

Employee Grievance Policy and Procedure

- provides your employees with a constructive way to voice their concerns so you can address the issues before they become more of a distraction in the workplace. Resolving any concerns also encourages a better culture in your office.

Staff Code of Conduct

- states the rules, values, ethical principles and vision for your business. Having a code of conduct in your workplace provides staff with clear standards and expectations of how to do their job.

Communication Style Guide

- It is a reference point that sets standards for writing documents within your organization. The focus of the style guide is not usually a matter of 'correct' or 'incorrect' grammar or style but, rather, it provides guidance for instances when many possibilities exist.

Equal - Managers will ensure that their members of staff are operating within the policy and associated locally agreed procedures. Directors and managers





Opportunity Policy & Procedure

should ensure that all employees are made aware of their responsibilities, the law and the Trust's policy on equal opportunities.

1.15. When drafting a new policy and procedure for your organisation, describe in detail three (3) steps you would take in the planning and writing stages, to ensure the resource will support effective working relationships. (Guide: Medium)

1 The Planning StageIt is very difficult and even futile to try and think about WHAT you want to write and HOW you want to phrase it in the same time. In planning, you try to foresee what you want your final text to look like.

2 The Drafting StageWhen writing the first draft of your text, focus on content only and FORGET about language and mechanical aspects such as grammar, spelling, and punctuation. You must write freely and try to find the best way to communicate your ideas.

3 The Revising StageNo text should be sent out or published without going over it at least once! Twice is even better. You must reread even the shortest business email to prevent any embarrassing mistakes (such as sending the wrong email to the wrong person, to start with). Revising means evaluating your text’s content and making sure you actually wrote what you intended in the planning stage.

1.16. Review the table from question 1.1 in this task. Select three (3) legislations that are relevant to managing effective workplace relationships in your organisation from the table. For each one explain why it is relevant for managing effective workplace relationships and the organisational policy (there may be more than one) that addresses regulatory compliance requirements.

Legislation relevant to effective workplace

relationships

Why is it relevant to effective workplace

relationships?

Where are compliance requirements documented?

1 Anti-Discrimination Act 1991 To protected attributes including age, disability, race, sex, intersex status, gender identity and sexual orientation in certain areas of public life, including education and employment.

Commonwealth legislation





2 Freedom of information (FOI) Act 1982

Gives members of the public rights of access to official documents

Commonwealth legislation

3 AS5037 – 2005 Knowledge Management Standards

To assist individuals and organisations understand KM concepts and 'the environment best suited for enabling knowledge activities'

As guidance for organizations that aim to be competent in optimizing the value of organizational knowledge

1.17. Read Case Study 1 below and complete the activities.

Case Study 1You have just accepted a role in the Sydney office of a global financial organisation. You will be leading a team of seven Business Analysts whose role is to research and analyse financial markets in the Asia Pacific region. This is a long-established team and the outgoing manager was in the role for eight years.The team is culturally diverse and representative of the major financial markets that are the focus of its work. These are Australia, New Zealand, China, South Korea, Japan, Indonesia and India. The Business Analysts are all very experienced professionals that can work independently. The team’s main stakeholders are the organisation’s investment division as well as the team’s counterparts located in London and New York.During your interview process for the role, the General Manager indicated that it may be a difficult transition for some of the team in accepting a new manager, and particularly one coming from outside the organisation. The General Manager stated that despite the cultural diversity in the team, or perhaps because of it, the team was very close-knit.Given your experience in global financial markets you are accustomed to working with people from a diverse range of cultures but as the new manager you know that you will have work to do to gain the trust and confidence of your team and its stakeholders.

a) Think about the first week in your new role and explain how you will begin the process of establishing the trust and confidence of the team and the team’s stakeholders? (Guide: Medium).





In organisation there may be other codes of conduct; these might be found within your contract. Often these codes include things such as client confidentiality and relate to how you need to keep client campaigns and communication confidential unless specified otherwise. Many internal codes of conduct will also list things such as the need to be on time to work, how to conduct interactions with colleagues and clients, and what personal conduct is and is not permitted within office hours – for example, making personal calls.

Colleagues working closely together often form impressions based on what they see, so actions are important to building trust and respect within the team.

Creating an environment of trust with your colleagues involves a much more personal level than previously discussed but the underlying concepts are the same. In order for you to build good relationships with your colleagues and earn their trust, you must monitor your working practices and behaviours

Whether building trust with internal or external stakeholders, you need to exhibit the same qualities of professional conduct. These include:

integrity – are you always honest in your dealings with others? credibility – can you be trusted to have the knowledge to back up your honesty, is what

you are saying or proposing credible? accountability – are you always ready to take responsibility for your actions? reliability – can you be depended on to deliver what you have promised? transparency – are you always clear about what you say and are your professional

workings always simple to understand? courtesy – do you always have the manners to listen to other people’s points of view, and remember to thank them for their input?

b) You are into the third week of your new role and your engagement with the team as a whole is going well but in a one-on-one environment you still don’t feel that you have won over Akira who is the Japanese Business Analyst. Language is not the issue as Akira’s English is very good, but you feel that your communication style may be. Your naturally relaxed and attentive style seems to put him on edge.Describe how you might adjust your communication style to better suit Akira’s cultural influences. Give specific examples of the actions you would take and your reasons for doing so. (Guide: Medium).

Performance Criteria I recognize the impact of communication on different people. I consider how different perspectives, situations and contexts affect meaning and





messaging. I can anticipate, plan for and deal with ambiguous and confusing situations. I demonstrate respect for diversity in communication with all people. I select the appropriate communication method for the person/people I’m communicating

with.

How to Adjust You observe that a member of your team has misunderstood the intent and meaning of a

colleague’s comment. You use active listening and paraphrasing to further explore the comment with both parties, acknowledging that cultural differences might be a factor.

Recognizing that you manage a diverse team with diverse perspectives, you understand that you need to play a stronger facilitative role during meetings, encouraging team members to have patience for others’ perspectives.

Knowing that the participants in an upcoming meeting will have diverse perspectives based on their backgrounds, you plan an agenda that allows more time for exploration and mutual understanding of views.

You recognize that your direct communication style is offensive and sometimes misunderstood by your colleagues. In which case, you seek out the colleague and attempt to clarify when the situation allows.

c) You have now been in the role for three months and the team have responded well to your professional approach. The General Manager has informed you of an impending change to business operations that will impact the team. The organisation is planning to expand its Asia Pacific focus to include Singapore, Vietnam and Malaysia and as a consequence you will be recruiting three new Business Analysts over the next two months.You are keen to involve the team in the planning for this change and want to ensure you maintain the close working relationships that are such a strength of this team. Explain how you would go about involving the team as you plan for this change. Also identify how this collaborative approach will benefit the team. (Guide: Medium).

The prospect of change can be daunting. But if managed correctly, the process doesn’t have to be painful. In today’s fast-paced society, the difference between success and failure can lie in a company’s ability to adapt. Fail to grow your business and adjust to new ways of thinking, and your business will stagnate and die. Change in the business world is not an option, but a prerequisite for success. And leading change effectively is essential for development. Here is a road map to engineering a fruitful transition:

Create a plan: Make sure to not to make changes just for the sake of it. Before embarking on a journey of transformation be sure to have a solid business plan. Identify





the areas of the business that need to be updated and put a plan in place for its execution.

Understand the end goal: A change leader must have the confidence and capability to change tack, though, if another path looks clearer and makes more sense. Listen to employees, be bold enough to adjust the direction the company is headed toward and dispense with pride if another route makes more business sense.

Communicate clearly: Keeping the lines of communication open and involving employees in the change process makes it more likely employees will get on board. Give them the opportunity to share ideas, concerns, comments and suggestions throughout the period of change.

Identify key players: People react differently to a transformation in the workplace and the leader's duty is to identify change advocates as well as potential saboteurs. Get key players on board from the beginning and take the time to walk them through the anticipated changes.

Delegate tasks: Leading from the front is important. But an individual leader cannot implement change alone. Delegate tasks to individuals across the team and assign firm deadlines for completion. Be sure to follow up with each individual and provide support when necessary.

Set realistic objectives: The leader should not set up himself (or herself) and the department for failure. During a period of change it's reasonable to expect key team members to put in extra time and effort, but set realistic targets.

Manage expectations: When leading a department through change, managing expectations is more critical than ever. Clarify what is expected from employees, and conversely figure out what they expect from the leader.

Hold people accountable: Hold employees accountable for implementing change. To do that, equip them with the proper tools, talent, resources, responsibility and authority necessary for finishing the race.

1.18. Read case study 2 and complete the following activities.

Case Study 2You are the manager of a marketing team that comprises four marketing executives and two marketing assistants. It is a lively and expressive team with strong personalities. Each marketing executive is responsible for a specific product range and there is a competitive atmosphere as they vie for a share of the limited marketing budget.Therese, one of the marketing executives, has only recently joined the team. She was recruited from a competitor to manage a new product line and her presence has





caused a shift in the team equilibrium. Her interpersonal style is very dominant and imposing, and as the manager of the organisation’s newest product range, she is getting preferential treatment, or at least that is how the other marketing executives see it.You called an early halt to this morning’s team meeting when an emotional argument erupted. Therese was providing a report on her planned marketing activities, when the other three marketing executives banded together in criticism of her approach. It soon escalated into personal attacks on both sides of the argument. At that stage you shut the meeting down and indicated that you would speak to those involved in the argument once they had cooled down.

a) Review the case study and explain in your words what do you believe are the causes of this conflict between the marketing executives? (Guide: Short to Medium)

Conflict often creates the arousal of powerful negative emotions: anger, frustration, suspicion, etc. Also, it can cause stress and anxiety, which can lead to loss of sleep, decrease in productivity, and failure to be innovative or creative.At the same time, conflict situations often require the careful processing of complex information such as the opponents’ motives and intentions, their strategy, and the impact of their moves. This means that in order to solve the conflict constructively, you need to put in a great deal of cognitive effort. However, the likelihood of effective completion of these cognitive tasks is significantly reduced by the presence of powerful emotions.

b) On reflection, do you think you were right to shut down the meeting when you did? Give reasons why you think so. (Guide: Medium)

Emotions run high at workplaces, and it is important to manage these emotions for the wellbeing of employees that in turn leads to the wellbeing of the organization. Following case study cause emotional conflict at workplaces:

Unfulfilled expectations: When the employee feels under-utilized, sees little or no growth opportunities, does not enjoy his work, or feels that he has to sacrifice his values top sustain his job, he feels demotivated and in a state of conflict with his emotions.

Rigid workplace policies: An employee might want the company to move towards newer horizons, contributing substantially towards the society as well, whereas the company would prefer sticking to its original vision and policies.

Mismanagement: Miscommunication among employees and leadership causes emotional conflicts the most. When workers’ demands are not met, rewards and compensation are not duly given, managers impose unrealistic demands and do not communicate issues properly, it causes a great





deal of depression and anxiety among employees and leads to reduced productivity.

c) Explain what you intend to do next to try and resolve this conflict situation. Provide details of the process you will apply, the rationale for your approach and the outcomes that you hope to achieve. (Guide: Long)Note: The assessor will be looking for a response in the context of the case study and not simply an account of conflict resolution theory.

If meeting issues remain unresolved, the individual feels restricted at his work. He feels stressed and burned-out. A sense of self-betrayal conflicts with his need for the job to sustain himself. Though it is widely recognised that professional success and emotional conflict go hand in hand, it is in the best interest of the management that they help employees in resolving their workplace emotional conflicts if the company is to function profitably.

Leaders should establish an atmosphere of open management and transparency. Equal opportunities must be available to all without biases. Communication is the most important key factor in providing individuals with a sense of

reassurance.Companies should not hesitate to avail services of professional advisers and therapists in gaining the trust of employees.





Assessment task 2: Assessment type: Case studies, practical activities and role-plays Assessment task description This is the second assessment task you have to successfully complete to be deemed

competent in this unit of competency. Assessment task 2 comprises of role-plays and activities You must respond to all questions and activities and submit them to your

Trainer/Assessor. You must answer all points to the required level, e.g. provide the number of points, to

be deemed satisfactory in this task. You will receive your feedback within two weeks - you will be notified by your


attempt will be allowed.Reasonable adjustmentIf you require any reasonable adjustment to complete your assessment, please contact the trainer/assessor before completing any assessment task. Please note academic standards of the unit will not be lowered to accommodate the needs of any student but there is a requirement to be flexible about the way in which it is delivered and assessed. Each case will be looked at on its own merit.LocationLevel 2, 401 Sussex Street, Sydney, NSW 2000 Purpose of the assessment taskThe purpose of this assessment task is to assess the students’ knowledge essential to monitor corporate governance activities. Organise learning to use information or knowledge management system Manage use of information or knowledge management system Review use of information or knowledge management system





Instructions for answering written questions Student must have to complete a written assessment consisting of a series of questions. It is expected from students to correctly answer all the questions. Answers must demonstrate an understanding and application of relevant concepts,







outcome is Not Yet Competent (NYC).Resources and equipment required to complete this taskThe student will have access to the following: Computer Internet MS Word Student Portal Learner Guide Websites Commercial kitchen environment and classroom environment Policies and procedures





Virtual companies (if requested)Assessment ConditionsSkills must be demonstrated in a hospitality industry service environment. This can be:








Short 30+ words

Medium 200+ words

Long 300+ words

Instructions to studentsYour assessor will break the class into groups. Discuss the case studies with your group, you may also research using the internet and your learner guide, remembering to answer using your own words and referencing any information found. For this assessment task,





you can refer to the virtual company Australian Hardware company by accessing it on the following link: http://australianhardware.simulations.australiantrainingproducts.com.au/

ScenarioYou are working for Australian Hardware company in the Information Technology department. Australian Hardware opened its first store under the name of Percy's Home Goods in George St Sydney in 1921. Percy's Home Goods initially specialised in the manufacturing and sale of small household furniture. The company founder, Percy Greenwright, ran the store as a family business. The business quickly expanded from one to four stores across Sydney's northern and western suburbs. The stores employed the equivalent of 60 full-time staff by the beginning of 1928. All of which were either family members or friends. Australian Hardware company has decided to implement “SharePoint” within the organisation which is a web-based application that integrates with Microsoft Office. Launched in 2001, SharePoint is primarily sold as a document management and storage system, but the product is highly configurable and usage varies substantially between organisations.Some of your team members are very familiar with using computers and new systems however some of the team members are a bit apprehensive and not sure about SharePoint as they are not very good with new technologyAs part of the implementation process you as the Team Leader have been asked to research the product, identify the learning needs of your team. You have been given the Microsoft website https://products.office.com/en-au/sharepoint/collaboration to assist you.

Activities:2.1. Review the scenario above and decide on how will you identify the learning needs of

the team input into and use of SharePoint. To assist you with your decisions about how you will establish your team’s learning requirements and needs:

a. Use the space below and identify ideas, strategies, information and documents that you will choose to assist you. (Guide: Medium)


https://products.office.com/en-au/sharepoint/collaboration

http://australianhardware.simulations.australiantrainingproducts.com.au/




b. Write an email to your team to communicate to them that you will be meeting with the team and establishing what they knowledge and skills are using SharePoint and why management decided to implement SharePoint as the company’s information management system. The email will inform the team that you will be holding a team meeting during which you will discuss: the need for all staff to understand SharePoint what skills are needed to work with SharePoint check with each and every team member on their skills, ask questions and establish level of understanding and skills of individual

members.Your assessor will appoint a group of colleagues for your team. You will be required to use your SBTA email address and email the group members invitation to the meeting. Advise your colleagues that they are to email you back and accept the invitation. Use the space below to copy and paste your email invitation and at least one response you have received. (you may choose to take a photo of the screen and paste into the space or copy and paste directly from the email)Guide: Medium)

2.2. Design a Training Needs Analysis (TNA) document for which you will use to assess the needs of the employees at Australian Hardware company.





2.3. Organise the development of your team in understanding and using SharePoint. You must both identify and secure human, financial and physical resources required for learning activities to use an information or knowledge management system. Complete the following activities:

a. Identify and outline what resources you will require and use to enable you to ensure that all staff can work with SharePoint and understand why all staff must be well conversed with the Information Sharing and Management System. In your answer address the following points: (Guide: Short for each) human to establish numbers of educators, learners and organisers, financial to determine most cost effective methods for development; and physical resources required for teaching and learning activities





b. Read the scenario and email your manager Rob to secure human, physical and financial resources for your SharePoint Team development.

ScenarioYou have been preparing for your meeting. prior to the meeting with the team you wanted to confirm with your manager of the company’s commitment to SharePoint Staff Training. You called your manager, Rob, and advised him what you have identified the following human, financial and physical resources.Rob advised you to email him the budget and the information you collected and identified and give him a couple of options for the training so that he can review it and present it to his superiors.

You must use your SBTA email address.

Your assessor will appoint one of your team (to act Rob) and provide you with feedback on the two options you recommended to develop your team in SharePoint, the resources you decided on and the budget you proposed for each Option.

c. Once you satisfied Rob’s questions about your SharePoint Team Training Options. Rob will send you a “Confirmation email” to advises you that you have been assigned. The email will state the chosen options and approved budget for your SharePoint training. You must respond to Rob’s Confirmation email” and advise him that you are:

When you staring the training process with your team When you believe the training will complete Thank him for his support.

Use the space below to copy your emails.





2.4. SharePoint and Training Needs Analysis meeting – Role-Playa) You are now to conduct your meeting with your team. The meeting will include the

following: Your presentation about SharePoint Why it is important for the whole team to understand Meeting with individual team members and identify their shortfalls using

SharePoint and what can be done to help each of them to learn how to better use SharePoint effectively.

For the meeting you must prepare use: Presentation notes (or handouts) to promote SharePoint to staff members.

Develop a document or documents which includes steps on how to access SharePoint, how to save documents on SharePoint, access documents and information on SharePoint and update and safe information on clients on SharePoint. You must attach all prepared documents for the meeting to your submission of this task.

Blank Training Needs Analysis form you developed in question 2.2 in this task. To conduct TNA on minimum of 2 team members.

Assessor checklist:Prior to students conducing their role-play they must meeting with the assessor and gain feedback. The checklist bellow must be ticked off to demonstrate that the student was prepared well for the meeting prior to the meeting being conducted.





Checklist

Did the student: Satisfactory

Yes No

Identify ideas, strategies, information and documents that you will choose to assist you.

Compose an appropriate email to invite all team members to SharePoint team meeting and explained to them why this was necessary?

Design a Training Needs Analysis (TNA) document for which you will use to assess the needs of the employees at Australian Hardware company.

Identify and outline and secured what resources you will require and use to enable you to ensure that all staff can work with SharePoint and understand why all staff must be well conversed with the Information Sharing and Management System. human to establish numbers of educators, learners and

organisers, financial to determine most cost effective methods for

development; physical resources required for teaching and learning activities

Did the student communicate with management about what resources and budget is needed for staff training to successfully gain confirmation for resources

Feedback (only if required or something is missing





b) You are now to conduct the meeting with your team. During the meeting you discussed some points of proposed training plan which you will be completing after you finish typing your Meeting Minutes. Use the template below which demonstrate points discussed at the meeting including ideas about a training plan that you and your team discussed.





Meeting Minutes

Meeting name Date:

Attendees: Chair

Topics addressed

Points discussed Responsibility

Presentation about SharePoint promoting the information management system to employees

Why it is important for the whole team to understand

Meeting with individual team members and identify their shortfalls using SharePoint

What can be done to help each of them to learn how to better use SharePoint effectively.

Best way to





training our team (training plan discussion)

Other …





2.5. You have conducted training needs analysis and have identified that there are many employees who need to be trained in the new SharePoint system. You are required to put together a Training Plan which you must submit to your manager (your assessor) for approval. A sample template is provided to guide you or you can develop your own.





TRAINING PLAN

Purpose

Audience

Training Objective

Dependencies

Risks

Training Needs Analysis

Training Method

Training Roles and Responsibilities

Training Infrastructure

Training materials

Training evaluation

Document sign off:





name/date and sign:





2.6. You have designed SharePoint presentation and presented it to your team and your manager. Use the space below and:

a. Collect feedback from your team and attach it to the space below. (collect minimum of 3 feedbacks from your meeting with your team)

Presentation feedback from team member 1: Name of the student completing this form:

Did the presentation Yes No

Provide you with information and documents that explained SharePoint to you

Did the presentation explain what skills I need to work with SharePoint?

Do I understand why we all need to work with SharePoint?

Will this presentation help me with using SharePoint in the future?

Would you believe that all employees should attend this presentation?

If you said Yes: Explain (in one sentence) why you believe that all staff members should attend the session about SharePoint?

If you said No: Explain (in one sentence) why you do not believe that all staff members should attend the session about SharePoint?

Additional comments:

Student’s initials and date:





b. Write an email to your manager on how your presentation was received and oveall feedback and that you believe that the presentation and training should be rolled out to all employees in the organisation (Guide: Short)

2.7. Role-playYou are now required to facilitate a 15-minute learning activity with your team members. Your colleagues will act as your team members. Your learning activity will be based on SharePoint, objectives of SharePoint, what is SharePoint, benefits and why the organisation has decided to implement SharePoint into the business. You must organise handouts for your colleagues on SharePoint. During the session you will also explain to the team members that KPIs will be

implemented in observing staff members using SharePoint and minimising paper based filing systems and this also will include watching each members printing of documentation which must be reduced as most information for filing will be used via SharePoint.

You must use Microsoft PowerPoint to facilitate this learning activity. Refer to the following website https://products.office.com/en-au/sharepoint/collaboration to get information on SharePoint before your facilitation session. You can also invite an industry specialist (from SBTA IT department) on SharePoint who can assist you with your session. You will be observed by your assessor during the activity to ensure that you use active communication skills during the facilitation session.

Assessors Observation Checklist - The student demonstrated the ability to:

Satisfactory

Use active communication skills such as listening, giving and receiving feedback and using structure and language to suit the audience Yes No

Used verbal and non-verbal signals to clarify information and to confirm understanding from audience Yes No

Built rapport during facilitation session and made others feel at ease and comfortable to ask questions Yes No


https://products.office.com/en-au/sharepoint/collaboration




Feedback:

Signature: Date:

2.8. KPIs have been explained to the team members during their sessions. How often will you check on each staff member to check on performance indicators with reduction of paper based printing and filing. During the sessions some of the team members wanted more details about the KPIs you mentioned. Use the space below and explain the best approach and use that will allow you to measure, monitor and document effectiveness of staff understanding about SharePoint, how to use it after their training sessions?

2.9. You are now required to monitor and document the effectiveness of your session. Hand a survey to your colleagues and get feedback on your session. You can use the following template for feedback. (Guide: Medium)You will be required to gain information from your team. Your assessor will advise you when and who will be part of your group.

SHAREPOINT TRAINING SURVEY

No interviewed:

From the total number interviewed list how many people ticked the following

Questions Strongly agree

Agree Neutral

Disagree

Strongly disagree

Objectives of the training was clearly explained

Participation and interaction were





encouraged

Topic was relevant and well explained

Content was well organised

Handout was relevant

This training in my work.

The trainer was knowledgeable about the training topics.

The trainer was well prepared.

The training objectives were met.

The time sufficient.

The meeting room and f adequate and comfortable.

What did your colleagues like most about the training?

What could be improved?

2.10. Read the scenario below and complete the activity.ScenarioSharePoint is a very popular document management system. Australian Hardware company is using SharePoint not only to manage its documents but also as an intranet, search engine, application hosting platform, content management platform due to the fact that Australian Hardware company has several branches throughout





Australia. The idea is that the employees of Australian Hardware company can access all its policies and procedures and workplace documents on the SharePoint from any State. Management however, would like to ensure that the implementation is safe and secure and monitored for compliance and that there are also contingencies in place in case of loss of documents. You have been asked to research these options before implementation and write a report for management.

a) You are now required to write a report to management which includes the following:

I. Explain how you can monitor the implementation of policies and procedures using SharePoint for compliance and effectiveness and efficiency.

II. How are you going to address any implementation issues as they arise?III. How you are going to monitor integration and alignment with data and

information systemsIV. How you are going to ensure that the implementation has been

successful. What data are you going to collect which demonstrates this?V. How you are going to manage any contingencies such as system failure

or technical difficulties as all your company documents would have been transferred to the SharePoint system?

Your report should include objectives and the points listed above. Your report should also be 2 to 3 pages and free of grammatical errors and formatted professionally to be presented to management. Your assessor will act as management who will sign off on you report. (Guide: Long)

b) You are to email the report to your manager, Rob, (role-played by your assessor). The manager will confirm the receipt and provide feedback on the report. You must copy and paste the emails into eh space below.





2.11. Australian Hardware company has successfully implemented the SharePoint system within its organisation. All company documents are now stored successfully in SharePoint. Staff are being systematically trained in using SharePoint. You are required to refer to the Operational Plan of Australian Hardware company (which you can access from the Intranet tab from the website: http://australianhardware.simulations.australiantrainingproducts.com.au/australianhardware.simulations.learn.com.au/uploads/8/5/8/8/85882182/ah_business_plan.pdf) or a copy has been downloaded for you and complete the following activities:

a) Research and analyse the effectiveness of the SharePoint system and report on the strengths and limitations of SharePoint in your own words. (Guide: 3 – 4 pages).

b) Review the Business Plan of Australian Hardware company and document its strategic objectives. Now determine how effective SharePoint system is towards contributing to Australian Hardware’s strategic direction. (Guide: Short).

c) Make any recommendations for improvement to the system, policy and work practices. (Guide: Medium)


http://australianhardware.simulations.australiantrainingproducts.com.au/australianhardware.simulations.learn.com.au/uploads/8/5/8/8/85882182/ah_business_plan.pdf






ASSESSMENT TASK 3 Assessment type: Case studies, practical activities and role-plays Assessment task description This is the third assessment task you have to successfully complete to be deemed

competent in this unit of competency. Assessment task 3 comprises of:PART A Team engagement plan Issue resolution procedurePART B Diversity projectTo gain competency in this task: You must respond to all questions and activities and submit them to your




attempt will be allowed.Reasonable adjustmentIf you require any reasonable adjustment to complete your assessment, please contact the trainer/assessor before completing any assessment task. Please note academic standards of the unit will not be lowered to accommodate the needs of any student but there is a requirement to be flexible about the way in which it is delivered and assessed. Each case will be looked at on its own merit.Location





Level 2, 401 Sussex Street, Sydney, NSW 2000 Purpose of the assessment taskThe purpose of this assessment task is to assess the students’ knowledge essential to monitor corporate governance activities. Manage ideas and information Establish systems to develop trust and confidence Manage the development and maintenance of networks and relationships Manage difficulties to achieve positive outcomesInstructions for answering written questions Student must have to complete a written assessment consisting of a series of questions. It is expected from students to correctly answer all the questions. Answers must demonstrate an understanding and application of relevant concepts,







outcome is Not Yet Competent (NYC).Resources and equipment required to complete this taskThe student will have access to the following:





Computer Internet MS Word Student Portal Learner Guide Websites Commercial kitchen environment and classroom environment Policies and procedures Australian Hardware (virtual company)and templates (appendixes attached to the back

of the assessment pack)Assessment ConditionsSkills must be demonstrated in a hospitality industry service environment. This can be:








Short 30+ words





Medium 200+ words

Long 300+ words

PART A - Team Engagement plan and issue resolutionInstructions to the studentsIn this assessment task you are required to develop procedures for a work team covering communication protocols, consultation activities and resolution of issues. The required project outputs will be: A team engagement plan Issue resolution procedureIn this task you will refer to the Virtual Company “Australian Hardware”, refer to the link below: http://australianhardware.simulations.australiantrainingproducts.com.au/profile whose profile is listed below.

AUSTRALIAN HARDWARE COMPANYWhat is now known as Australian Hardware opened its first store under the name of Percy's Home Goods in George St Sydney in 1921. Percy's Home Goods initially specialised in the manufacturing and sale of small household furniture. The company founder, Percy Greenwright, ran the store as a family business. The business quickly expanded from one to four stores across Sydney's northern and western suburbs. The stores employed the equivalent of 60 full-time staff by the beginning of 1928. All of which were either family members or friends.

In 1930, the midst of the Great Depression, the demand for Percy's Home Goods began to decline. Over the next three years Mr Greenwright was forced to close three of the stores but he refused to lay-off staff as they were his friends and family and he knew the chances of them finding other work was near to impossible. Mr Greenwright managed to sustain the business and all of its employees, even expanding back to two stores in 1937.

In 1941, declining consumer demand in conjunction with the onset of World War II again brought Percy's Home Goods to the brink of closure. This time it was Mr Greenwright's youngest child and only son Eric, who had only been working in the business for four years, who provided the catalyst for survival. Eric, without the knowledge of his father, negotiated


http://australianhardware.simulations.australiantrainingproducts.com.au/profile




a contract with the Australian Armed Forces to provide a range of outdoor and camping equipment for the war effort including tents, ground covers, lightweight furniture and cooking utensils. The contract would require significant change to existing business practices if it was to be fulfilled. When Mr Greenwright was told of the contract by his son Eric, he immediately handed over the running of the business to his son.Eric Greenwright immediately initiated a change process that included re-training the existing manufacturing and sales staff and modifying the company's supplier relationships and equipment to cater for the contract. This sustained the business through the war years.

In the early 1950s, Eric Greenwright repositioned the business again; this time to benefit from the housing boom by supplying wood and other hardware items. The business was re-named Australian Hardware and an expansion program commenced that took the business into all states over the next 10 years.

In 1982 Australian Hardware was listed on the Australian Stock Exchange and was offered to the public in a share float.

The business has continued to expand to now have 138 stores and approximately 10,000 staff across the country.Australian Hardware company’s strategic direction is to increase revenue and increase brand awareness. You are a Manager at the Australian Hardware Company and are responsible for your team to meet the Australian Hardware company’s strategic objective.

Activities:PA-3.1. Access the Business Plan from the Australian Hardware company’s website by

accessing it form the “Intranet” tab. Read the objectives and document it below.

PA-3.2. In order to meet Australian Hardware company’s objectives, you are would like to ensure that you can establish effective workplace relationships with your team. You are now required to develop and document a team engagement plan for

your team. The objective of your team engagement plan is to ensure that the work group

has sufficient and timely information to meet its work responsibilities, as well as opportunities to be consulted about work matters.





Your plan should include a range of suitable communication and consultation methods such as meetings (group and one-on-one), reports, events, forums, presentations, newsletters, email alerts, etc.

Where appropriate, it should be documented in a style and using tools that are in accordance with your workplace practices. The plan must however meet the following minimum content requirements: Engagement method – How are we going to communicate or consult within

the team? Engagement purpose – Why is the communication or consultation

occurring? Expected outcome – What should the communication or consultation

achieve? Person/s responsible - Who is responsible for initiating the engagement? Timeline - When and how often will the communication or consultation

occur?You have been provided with a template for documenting your team engagement plan attached as Appendix A.Carefully proofread your project work to ensure all documents are free of spelling, grammar and formatting errors.

PA-3.3. You need to ensure that any issues can be dealt with appropriately. In order to do this, you must develop and document an issue resolution procedure.This procedure must be relevant for your chosen work group and should include, but is not limited to, processes for raising work issues, consultation activities, problem-solving and decision-making, escalating or referring issues, communicating resolution outcomes and recordkeeping.Where appropriate, the procedure should be documented in a style and using tools that are in accordance with your workplace practices. The procedure must however meet the following minimum content requirements: Introductory matter including procedure title, purpose, objectives, scope,

authoriser, version number, effective date and date of next review A text-based description of the procedure including the action required, the

person or role who completes each action and the resources required for each action





A graphical representation of the procedure such a flowchart.You have been provided with a template for documenting your procedure attached as Appendix B. Carefully proofread your project work to ensure all documents are free of spelling, grammar and formatting errors.

PA-3.4. Hold a meeting with the team and explain your procedures and team and explain that the following has been implemented: team engagement plan attached show them both templates and graphical presentation e.g. your flowchartYou must complete meeting minutes as evidence of points which have been discussed as part of the education and initial implementation of the process and procedures for team engagement.

Meeting Minutes

Meeting name Date:

Attendees: Chair

Topics addressed


Other …





Benchmark for assessmentThe assessor will be looking for you to meet the assessment benchmarks provided below. It is recommended that you use this information as a self-assessment checklist prior to finalising the assessment.

Assessment benchmark Achieved?

Team engagement plan

The plan is set in the context of the learner’s selected work group and in accordance with workplace practices, if applicable

The plan is aligned to the project requirements set out in the Learner Instructions regarding the scope and detail of the team engagement plan

The plan provides a strategy to ensure the work group has sufficient and timely information to meet its work responsibilities

Team engagement provides forums for collaboration between work group members

Team engagement provides opportunities for two-way feedback between work group members

The plan provides clear direction on the communication and consultation events, responsibilities and expected outcomes relevant to the work group

Issue resolution procedure

The procedure is set in the context of the learner’s selected work group and in accordance with workplace practices, if applicable

The procedure is aligned to the project requirements set out in the Learner Instructions regarding the scope and detail required

The procedure covers processes for:- Raising work issues






- Consultation activities

- Problem-solving and decision-making

- Escalating or referring issues

- Communicating resolution outcomes

- Recordkeeping

The procedure clearly communicates the actions and responsibilities for each process step

The graphical representation of the procedure will assist in ensuring that all work groups members can easily understand the process.

PART B – Diversity project Instructions to the studentsIn this assessment task, you are required to research the policies and practices in Australian Hardware company relating to managing cultural diversity and promoting ethical values. You must provide a report of your findings, including recommendations for improving workplace practices. The research is a practical activity which must be demonstrated independently.Activities: PB-3.1. Australian Hardware company employs staff from a culturally diverse workplace.

You are required to identify your objectives and methodologies for researching the policies and practices in Australian Hardware company relating to managing cultural diversity and promoting ethical values. Your research should involve a review of any documented policies attached as Appendix C. The list below represents the research focus questions that you must address in your report. These will assist you to start planning your research activities: (Guide: Long)





What is the cultural diversity within Australian Hardware company? Are there any documented policies on diversity or the fair and equal treatment

of people? If so, what do they prescribe? Is it a workplace environment that values and utilises the contributions from

people with different backgrounds, experiences and perspectives? If so how is this demonstrated?

Are special social and cultural needs accommodated in the workplace, and if so how?

Does the business benefit from having a diverse workforce, and if so how? Is ethical behaviour an observable feature of workplace practice? If so how is it

demonstrated? Are their documented policies on ethical standards such as a code of conduct? What is the level of awareness amongst staff members regarding the expected

ethical standards of behaviour?Document your research below.

PB-3.2. Explain what team leaders and managers can do to support and guide staff members to embrace the organisation’s cultural diversity and ethical values? (Guide: short)

PB-3.3. Once you have established a clear picture of your research objectives and the methods you will use, you can make plans for how you will capture your research data. You can use different research methods (document review, observation, interviewing) will require different data capture tools such as checklists, recording tools and interview guides. Undertake your planned research and gather your data. Analyse your data in the context of the research focus questions provided above. Document your research below.





PB-3.4. Once you have established a clear understanding of current workplace policies and practices, you should identify a minimum of two (2) recommendations for improving the management and promotion of diversity and ethical values with Australian Hardware company. Document your recommendations below. (Guide: Medium)

PB-3.5. Write your research report ensuring that you address all focus questions provided and include at least two improvement recommendations. Your report should be a minimum of 1000 words in length. (Guide: Long)Carefully proofread your project report to ensure it is free of spelling, grammar and formatting errors

PB-3.6. As part of your implementation and information of diversity to your team, you are to present the research to your colleagues. Discuss your recommendations and findings and obtain their feedback. Place the comments and their feedback into the meeting minutes as well as the following in your meeting as well: How can teams develop a highly effective relationship between 2 different

groups i.e. suppliers and staff members? What can the staff do to ensure that the 2 group’s relationship will provide the

organisation with positive identifiable results for the organisations, the staff and the other work group.





Meeting Minutes

Meeting name Date:

Attendees: Chair

Topics addressed


Other …







The research report is set in the context of the learner’s workplace

The report addresses all the research focus questions set out in the Learner Instructions

The report is a minimum of 1,200 words in length

At least two (2) recommendations are provided that will improve the management and promotion of diversity and ethical values in the workplace.

The report demonstrates the learner’s understanding of the organisational policies and practices for managing and promoting cultural diversity and ethical values

The report demonstrates the learner’s understanding of good practice in managing and promoting cultural diversity and ethical values in the workplace





ASSESSMENT TASK 4Assessment type: Case studies, practical activities and role-plays Assessment task description Networking Plan This is the fourth assessment task you have to successfully complete to be deemed

competent in this unit of competency. Assessment task 3 comprises of:To gain competency in this task: You must respond to all questions and activities and submit them to your




attempt will be allowed.Reasonable adjustmentIf you require any reasonable adjustment to complete your assessment, please contact the trainer/assessor before completing any assessment task. Please note academic standards of the unit will not be lowered to accommodate the needs of any student but there is a requirement to be flexible about the way in which it is delivered and assessed. Each case will be looked at on its own merit.LocationLevel 2, 401 Sussex Street, Sydney, NSW 2000 Purpose of the assessment taskThe purpose of this assessment task is to assess the students’ knowledge essential to monitor corporate governance activities. Manage ideas and information





Establish systems to develop trust and confidence Manage the development and maintenance of networks and relationships Manage difficulties to achieve positive outcomesInstructions for answering written questions Student must have to complete a written assessment consisting of a series of questions. It is expected from students to correctly answer all the questions. Answers must demonstrate an understanding and application of relevant concepts,





How your trainer/assessor will assess your work? This assessment task requires the student to answer all the questions. Answers must demonstrate the student’s understanding and knowledge of the

unit. If all assessment tasks are deemed Satisfactory (S), then the unit outcome is

Competent (C). If at least one of the assessment task is deemed Not Satisfactory (NS), then the

unit outcome is Not Yet Competent (NYC).Resources and equipment required to complete this taskThe student will have access to the following:

Computer Internet MS Word Student Portal Learner Guide Websites Commercial kitchen environment and classroom environment





Policies and procedures Australian Hardware (virtual company)and templates (appendixes attached to

the back of the assessment pack)Assessment ConditionsSkills must be demonstrated in a hospitality industry service environment. This can be: Based on an industry workplace; or a simulated industry environment or activity for which information on the hospitality

industry is sourced.Assessment must ensure access to: computers, printers, communication technology and information programs used to

source industry information relevant legislation, regulation, standards and codes relevant workplace systems, documentation and resources case studies and, where possible, real situations interaction with others.Benchmark for Assessment You are expected to respond to all aspects of each question and case study. In



Short 30+ words

Medium 200+ words

Long 300+ words

In this assessment task you are required to develop a networking plan between your own work group in Sydney and one other group. This other group may be another internal work group, or may be a group of external stakeholders such as customers or suppliers. The objective of your plan is to develop a highly effective relationship between the two groups





that will result in positive identifiable outcomes for your work group and the organisation as a whole. Additional specifications are provided in the assessment procedure below for the networking plan. Activities:4.1. Participate in an assessment briefing with your assessor and carefully review this

assessment procedure and the assessment benchmarks provided below to ensure you fully understand what is expected. If anything is unclear, you should speak to your assessor.

4.2. Identify a group of people who are important stakeholders in the success of your own work group. These could include: An internal team or department that your work group relies on to achieve its

objectives. For example, the other group supplies information or services that your work group needs to complete its processes.

A customer group whose loyalty is critical to the achievement of your work group’s objectives.

A group of suppliers who provide essential products or services for your work group’s processes.

Remember, the objective of your networking plan is to develop a highly effective relationship between the two groups that will result in positive identifiable outcomes for your work group and the organisation as a whole. Your colleagues from your class will act as the work group from a department. Your performance must be judged by the assessor as satisfactory against all assessment benchmarks for a successful assessment outcome.

4.3. Develop and document your networking plan.Where appropriate, the networking plan should be documented in a style and using tools that are in accordance with your workplace practices. The plan must however meet the following minimum content requirements: The objectives of the networking plan A description of the networking activities For each networking activity provide details of:

o The people involved





o The location and timeframeo The person responsible for organisingo The expected outcomes.

If your workplace does not have a suitable template for documenting your networking plan you may use the one provided at Appendix D. Carefully proofread your project work to ensure the document is free of spelling, grammar and formatting errors.

4.4. As part of the implementation of the plan you are to gain feedback from a colleague who is in the supervisory role. Meet with another supervisor (appointed by your assessor) and discuss the plan with the individual. Discuss how best to teach staff on how to understand the plan. Obtain feedback and record it in the space below. (Guide: Short to Medium)



The networking plan is set in the context of the learner’s workplace and in accordance with workplace practices, if applicable

The networking plan is aligned to the project requirements set out in the Learner Instructions regarding the scope and detail of the plan

The plan describes a range of suitable activities that will assist in building an effective working relationship between the two groups

The plan identifies outcomes that will contribute to the success of the learner’s work group and the organisation as a whole





Appendix A: Team Engagement Plan

TEAM ENGAGEMENT PLAN

TEAM PLAN PERIOD

Engagement method

How are we going to communicate

or consult?

PurposeWhy is it

occurring?

Outcome/sWhat should be

achieved?

Person/s responsible

Who is responsible for

arranging?

TimelineWhen and

how often will it occur?

Add rows as needed





Appendix B: Procedure Template

Procedure title

Purpose

Objectives

Scope

Authorised by

Version number

Date effective

Date of next review

Procedure

Process step Role/s responsible Resources requiredE.g. forms, tools, equipment,

etc.

1

2

3

6

Add rows as neededFlowchart [Add a flowchart diagram of your procedure]





APPENDIX CDIVERSITY POLICY TEMPLATE

PLEASE NOTE: Below is a sample diversity policy. Firms wishing to establish a diversity policy are invited to use the ideas contained in this template and

modify them to suit the individual character of the firm Diversity visionAustralian Hardware recognises its talented and diverse workforce as a key competitive advantage.Our business success is a reflection of the quality and skill of our people. Australian Hardware is committed to seeking out and retaining the finest human talent to ensure top business growth and performance. Diversity management benefits individuals, teams, our company as a whole, and our customers. We recognise that each employee brings their own unique capabilities, experiences and characteristics to their work. We value such diversity at all levels of the company in all that we do. Australian Hardware believes in treating all people with respect and dignity. We strive to create and foster a supportive and understanding environment in which all individuals realise their maximum potential within the company, regardless of their differences. We are committed to employing the best people to do the best job possible. We recognise the importance of reflecting the diversity of our customers and markets in our workforce. The diverse capabilities that reside within our talented workforce, positions [ ] to anticipate and fulfil the needs of our diverse customers, both domestically and internationally, providing high quality products/services. Australian Hardware is diverse along many dimensions. Our diversity encompasses differences in ethnicity, gender, language, age, sexual orientation, religion, socio-economic status, physical and mental ability, thinking styles, experience, and education. We believe that the wide array of perspectives that results from such diversitypromotes innovation and business success. Managing diversity makes us more creative, flexible, productive and competitive. Recruitment

As a responsible community member, Australian Hardware recruits people from all backgrounds. We believe that our employees from many different cultural, linguistic and national backgrounds provide us with valuable knowledge for understanding and reflecting our customers in local markets.





To achieve and fully benefit from a diverse workforceWe have established outreach programmes to identify individuals from under-represented backgrounds for recruitment. We provide student scholarships for promising individuals from under-represented backgrounds with the potential to become high achieving professionals in Australian HardwareCareer development and promotionAustralian Hardware rewards excellence and all employees are promoted on the basis of their performance. All managers are trained in managing diversity to ensure that employees are treated fairly and evaluated objectively. Community programmesAustralian Hardware recognises that there are distinct demographic groups that have long been disadvantaged. We recognise that racism, ageism, sexism and other forms of discrimination are problems both for our organisation and society as a whole. Australian Hardware is committed to tackling cultural stereotypes both within and outside ourorganisation. We have clear reporting procedures for any type of discrimination or harassment combined with follow-up procedures to prevent future incidents.Australian Hardware combats discrimination in the wider community through partnerships with community based groups. We work closely with Australian Hardware >.Diversity bodiesOur commitment to diversity is led by our diversity champions who come from all levels of the company, from top management to the shop floor. The diversity champions make up a diversity committee, which is responsible for ensuring that our diversity policy is articulated in the day to day running and the strategic direction of the company. Diversity practicesAll employees undergo diversity training. Diversity training encompasses raising awareness about issues surrounding diversity and developing diversity management skills.

Australian Hardware provides a safe and pleasant environment for our employees. We offer:

Flexible working time arrangements Employee education assistance





Employee network and support groups Open communications Childcare assistance

Appendix D: Networking Plan

NETWORKING PLAN

WORK GROUP PLAN PERIOD

PLAN OBJECTIVES

Networking activity

People involved

Location & timeframe

Organiser Expected outcomes





Add rows as needed


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