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Unit Details BSBLDR502 Lead and manage effective workplace relationships
Assessment Type This is a summative assessment, which requires each student to have adequate practice prior to undertaking this assessment
Assessment Tasks Project
Assessment 1
(Establish Workplace Systems)
Project Assessment 2
(Manage Workplace Relationships)
Last Modification Date April 2020
Proposed Review Date April 2021
Unit Summary
This 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 values, goals and cultural diversity.
At this level work will normally be carried out within complex and diverse methods and procedures, which require the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Prerequisite Units
There are no recommended pre-requisite units for this competency.
Possible Co-requisite Units
This unit can be assessed independently, however holistic assessment practice with other business service units of competency is encouraged
Assessment Overview
This Student Assessment Booklet includes all your tasks for assessment of BSBLDR502 Lead and manage effective workplace relationships.
About Your Assessments
This unit requires that you complete two assessment tasks. You must complete all tasks to achieve competency for this unit.
Assessment Task About This Task
Assessment Task 1:
Establish Workplace Systems Students will establish policies and procedures to promote workplace communication and consultation
Assessment Task 2:
Manage Workplace Relationships Students will manage workplace networking and relationships
How to Submit Your Assessments
When you have completed each assessment task you will need to submit it to your assessor.
Instructions about submission can be found at the beginning of each assessment task.
Make sure you photocopy your written activities before you submit them – your assessor will put the documents you submit into your student file. These will not be returned to you.
Assessment Task Cover Sheet
At the beginning of each task in this booklet, you will find an Assessment Task Cover Sheet. Please fill it in for each task where you need to submit items for assessment, making sure you sign the student declaration.
Your assessor will give you feedback about how well you went in each task and will write this on the back of the Task Cover Sheet.
Assessment Appeals
You can make an appeal about an assessment decision by putting it in writing and sending it to us. Refer to your Student Handbook for more information about our appeals process.
Assessment Attempts and Resubmissions
You have up to three attempts to complete each assessment tasks satisfactorily. If after the third attempt, you have not completed a task satisfactorily, your assessor will make alternative arrangements for assessment, which may involve additional training and time to consolidate your skills and knowledge. When you are required to resubmit, you may be required to:
? Resubmit incorrect answers to questions (such as written tasks and case studies)
? Resubmit part or all of a project, depending on how the error impacts on the total outcome of the task
? Redo a role play after being provided with appropriate feedback about your original performance
? Being observed a second (or third time) undertaking any tasks/activities that were not satisfactorily completed the first time, after being provided with appropriate feedback.
When you are required to resubmit, you’ll be given a due date for your resubmission. For example, you may:
? Be given 30 days in which to resubmit incorrect responses to written tasks, projects and so on
? Be provided with feedback on the day about your performance in a role play and then redo the task during the next visit
Need to redo workplace-based tasks (if applicable) during the same workplace visit or a follow-up observation may be required.
All re-submissions will be conducted in accordance with the RTO’s policies and procedures.
Assessment Outcomes
Each assessment task will be given an outcome of either Satisfactory (S) or Not Satisfactory (NS). You must complete all tasks satisfactorily to achieve an overall outcome of Competent (C) for a unit. If one or more of tasks are assessed as Not Satisfactory, you will be given an outcome for the unit of Not Yet Competent (NYC).
You will be given a total of three attempts to complete each task and achieve a Satisfactory outcome. In the case of resubmission, you will be given a date by which you will need to resubmit, and you’ll be given feedback about what needs to be addressed in your resubmission.
Plagiarism, Cheating and Collusion
When a trainer/assessor believes there has been an incident of an academic misconduct involving plagiarism, cheating and/or collusion, you will be reported by your trainer/assessor along with reasons for the allegation. Wall Street College takes a serious view of plagiarism and cheating in any form of assessment.
Academic misconduct may include, but is not limited to: o using study guide material without acknowledgement; o paraphrasing the work of another person; o directly copying any part of another person's work; o summarising the work of another person; o using or developing an idea or theme derived from another person's work; o using experimental results obtained from another person's work; and o in the collaborative projects, falsely representing the individual contributions of the collaborating students where individual contributions are to be identified.
Penalties for plagiarism may include but not limited to: a caution or reprimand; awarding of zero marks in the assignment, essay, project, test, examination or other work in respect of which academic misconduct has occurred; a fail in the subject; a fine; suspended enrolment; or exclusion from the College.
Definitions:
Academic Misconduct
Involvement in cheating, plagiarism or any other conduct that deliberately or inadvertently claims ownership of an idea or concept without acknowledging the source of information.
Cheating
Includes, but not limited to, copying the work of another under any assessment condition without the other person’s knowledge; copying the work of another under any assessment condition with the other person’s knowledge; unauthorised collaboration of assessment tasks.
Collusion
When two or more students incite, facilitate and conceal involvement in cheating and/or plagiarism.
Plagiarism
Involves intentionally or unintentionally submitting/presenting work that is done by another person without referencing the sources of information and may include content scraping where students simply copy and paste contents from a source without proper citation.
For more information, please refer to our Academic Misconduct Policy and Procedures.
Reasonable Adjustment
A legislative and regulatory framework underpins and supports the delivery of vocational education and training across Australia. Under this framework, providers of vocational education and training must take steps to ensure that students with recognised disabilities have the same learning opportunities and same opportunities to perform and complete assessments as students without disabilities. Sometimes reasonable adjustments are made to the learning environment, training delivery, learning resources and/or assessment tasks to accommodate the particular needs of a student with a disability. An adjustment is reasonable if it can accommodate the student’s particular needs while also taking into account factors such as: the views of the student; the potential effect of the adjustment on the student and others; the costs and benefits of making the adjustment.
RTOs are obliged by law to provide reasonable adjustment where required to ensure maximum participation of students with a disability.
Making reasonable adjustments requires the RTO to balance the need for change with the expense or effort involved in making this change. If an adjustment requires a disproportionately high expenditure or disruption it is not likely to be reasonable.[1]
Please discuss with your assessor if you believe a reasonable adjustment to an assessment needs to be made on the basis of disability.
Written Question Answer Guidance
The following written questions may use a range of ‘instructional words’, such as ‘identify’ or ‘explain’. These words will guide you as to how you should answer the question. Some questions will also tell you how many answers you need to give – for example, ‘Describe three strategies…’.
? Analyse – when a question asks you to ‘analyse’, you should do so in detail, identifying important points and key features. Generally, you are expected to write a response of one to two paragraphs in length.
? Compare – when a question asks you to ‘compare’, you will need to show how two or more things are similar, ensuring you also indicate the relevance of the consequences. Generally, you are expected to write a response of one or two paragraphs in length.
? Contrast – when a question asks you to ‘contrast’, you will need to show how two or more things are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write a response of one or two paragraphs in length.
? Describe – when a question asks you to ‘describe’, you will need to state the most noticeable qualities or features. Generally, you are expected to write a response of two or three sentences in length.
? Discuss – when a question asks you to ‘discuss’, you are required to point out important issues or features and express some form of critical judgment. Generally, you are expected to write a response of one or two paragraphs in length.
? Evaluate – when a question asks you to ‘evaluate’, you should do so putting forward arguments for and against something. Generally, you are expected to write a response of one or two paragraphs in length.
? Examine – when a question asks you to ‘examine’, this is similar to ‘analyse’. You will need to provide a detailed response with key points and features and provide a critical analysis. Generally, you are expected to write a response of one or two paragraphs in length.
[1] From
https://vetnet.education.gov.au/Public%20Documents/BSBv1.2%20Business%20Services%20Implementation %20Guide.pdf
? Explain – when a question asks you to ‘explain’, you will need to make clear how or why something happened or the way it is. Generally, you are expected to write a response of two or three sentences in length.
? Identify – when a question asks you to ‘identify’, you will need to briefly describe the required information. Generally, you are expected to write a response of two or three sentences in length.
? List – when a question asks you to ‘list’, this means you will need to briefly state information in a list format, often with a specific number of items indicated.
? Outline – when a question asks you to ‘outline’, this means giving only the main points. Generally, you are expected to write a response of two or three sentences in length.
? Summarise – when a question asks you to ‘summarise’, this is similar to ‘outline’, only giving the main points. Generally, you are expected to write a response of two or three sentences in length.


Assessment Plan
The following outlines the requirements of your final assessment for this unit. You are required to complete all tasks to demonstrate competency for BSBLDR502 Lead and manage effective workplace relationships.
Your assessor will provide you with the due dates for each assessment task. Write them in the table below.
Assessment Requirements Due Date
1. Project
2. Project
AGREEMENT BY THE STUDENT
Read through the assessments in this booklet before you fill out and sign the agreement below. Make sure you sign this before you start any of your assessments.
Have you read and understood what is required of you in terms of assessment? • Yes • No
Have you read and understood the RTO’s policies and procedures related to • Yes reassessment? • No
Do you understand the requirements of this assessment? • Yes • No
Do you agree to the way in which you are being assessed? • Yes • No
Do you have any special needs or considerations to be made for this assessment? • Yes If yes, what are they?
_____________________________________________________________________ • No
Do you understand your rights to appeal the decisions made in an assessment? • Yes • No
Student name: ____________________________________________________________________________
Student signature: ______________________________________________ Date: ____________________
Assessor name: ___________________________________________________________________________
Assessor signature: _____________________________________________ Date: ____________________
Assessment Task Cover Sheet – Assessment Task 1
Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.
Name:
Date of submission:
Unit:
? BSBLDR502 Lead and manage effective workplace relationships
Assessor to complete
Assessment Task Satisfactory/ Not satisfactory Date Was this a resubmission? Y/N
Project
STUDENT DECLARATION
I _________________________________________________ declare that these tasks are my own work.
• None of this work has been completed by any other person.
• I have not cheated or plagiarised the work or colluded with any other student/s.
• I have correctly referenced all resources and reference texts throughout these assessment tasks.
• I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.
Student signature: _________________________________________________________________________
Student name: ____________________________________________________________________________ ASSESSOR FEEDBACK
Assessors: Please return this cover sheet to the student with assessment results and feedback.
A copy must be supplied to the office and kept in the student’s file with the evidence.
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
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Assessor signature: ________________________________________________________________________
Assessor name: ___________________________________________________________________________
Date: ___________________________________________________________________________________
Assessment Record Checklist
ASSESSMENT TASK 1: ESTABLISH WORKPLACE SYSTEMS
PART A – DISPLAY THEORY KNOWLEDGE Yes No
Did the student submit the following:
• Word processor document with answers
Did the student:
• Provide a sufficient answer to Question 1? • Provide a sufficient answer to Question 2?
PART B – DEVELOP WORKPLACE SYSTEMS Yes No
Did the student submit the following:
• Code of Conduct
• Dispute Resolution Policy
• Communication Policy & Procedures
Did the student develop a Code of Conduct that:
• Used the Policy & Procedures Template? • Specified an appropriate purpose for the
• Specified expected employee conduct in policy?
the workplace? • Specified expected dress code in the
• Specified expected behaviour when workplace?
dealing with aggressive behaviour? • Specified expected privacy and confidentiality expectations?
• Referenced the organisation’s Code of Ethics?
Did the student develop a Dispute Resolution Policy that:
• Used the Policy & Procedures Template? • Specified an appropriate purpose for the • Specified a step-by-step procedure on how policy? disputes are addressed? • Referenced the organisation’s Code of
Ethics?
Did the student update the existing Communication Policy & Procedures so that:
• Specified a section relating to staff • Specified interpersonal communication consultation and its importance in work styles that should be adhered to? processes?
• Specified a consultation procedure?
PART C – POLICY CONSULTATION Yes No
Did the student lead a consultation session where they:
• Verbally led the presentation of the main • Verbally led the presentation of the main components of the Code of Conduct components of the Dispute Resolution
Policy? Policy?
• Verbally led the presentation of the • Adhered to the interpersonal updates made to the Communication communication styles they previously
Policy & Procedures? developed?
• Employed listening skills to receive • Confirmed the attendees’ understanding of feedback and to answer any questions that the policies by using questioning the attendees may have? techniques?
• Documented the feedback received from the attendees?
PART D – FACILITATE CONSULTATION FEEDBACK Yes No
Did the student submit the following:
• Modified Code of Conduct
• Modified Dispute Resolution Policy
Assessment Task 1: Establish Workplace Systems
The following assessment tasks use a simulated business called Complete Business Solutions Australia (CBSA). In order to complete the assessment tasks, you will need to access information, templates, policies and procedures associated with CBSA. This can be done in one of two ways: either your assessor will provide you with copies of the appropriate documents, or they will provide you with login details for CBSA’s website. Navigate to www.cbsa.com.au, select ‘Log in’ and enter your username and password prior to completing your assessment tasks.
For this assessment you will play the role of Business Compliance Specialist for CBSA. CBSA is a consultancy service providing assistance with compliance, finances, human resources, information technology and other business needs to ensure that businesses have the expertise and support they need to survive and prosper. You should familiarise yourself with what CBSA does, its services and history, the organisational structure of the business and its employees. Ensure that you read the Business Plan to understand CBSA’s mission, vision, and business objectives.
TASK SUMMARY
There are four parts to this task:
? In Part A, you will display your theory knowledge in workplace communication and consultation
? In Part B, you will develop policies and procedures on workplace communication and consultation systems
? In Part C, you will facilitate a presentation on the policies and procedures you developed and receive feedback
? In Part D, you will give feedback to those involved in the consultation process
RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK:
? Access to Learner Guide, PowerPoint presentation and recommended textbook
? Access to a computer, the Internet, and a web browser
? Access to a word processor
? CBSA Business Plan (accessible via the CBSA website)
? CBSA organisational policies and procedures (accessible via the CBSA website)
? Policy & Procedures Template (accessible via the CBSA website)
? Email Template (accessible via the CBSA website)
? At least two additional students to be used in role-plays
WHEN AND WHERE WILL THIS TASK BE COMPLETED?
? This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).
? Your assessor will provide you with the due date for this assessment.
WHAT HAPPENS IF I GET SOMETHING WRONG?
If you get something wrong you will need to resubmit that part of the task that has not been completed correctly or fully. Your assessor will provide you with guidance as to what needs to be resubmitted and how.
If your assessor identifies any plagiarised responses in your answers, your trainer/assessor will report this along with reasons for the allegation. For more detailed information about academic misconduct, please refer to Plagiarism, Cheating and Collusion section in the Assessment Overview of this assessment booklet.
STUDENT INSTRUCTIONS FOR TASK 1
Complete all parts of the assessment below using your own words.
PART A – DISPLAY THEORY KNOWLEDGE
To begin this part, read the following email and its attachment, then complete the tasks that follow:
Questions.docx
1. Provide an overview of at least four Australian legislations that are relevant to workplace relationships.
2. Explain how workplace systems, policies and procedures can support effective work relationships for each of the following:
? Communication including interpersonal styles and networking
? Consultation
? Cultural and social sensitivity
? Conflict resolution
TASKS
Based on the email, answer the questions in the attachment using a word processor:
1. Provide your answer to Question 1 in the Questions.docx attachment
2. Provide your answer to Question 2 in the Questions.docx attachment
PART B – DEVELOP WORKPLACE SYSTEMS
To begin this part, read the following email and then complete the tasks that follow:
To: You
From: Henry Thomas (henry.thomas@cbsa.com.au)
Date/time: Friday 9:37AM
Subject: Workplace Communication and Consultation System
To You,
Thanks for providing the answers to the questions I sent through. Can you now begin developing systems to promote effective workplace relationships here at CBSA? Make sure you refer to the organisations’ existing Code of Ethics and reference this in the new system documentation where possible. As part of this task you are to create the following new policies:
? Code of Conduct
? Dispute Resolution Policy
I would also like you to refine the Communication Policy & Procedures to include policy information and procedures for employee consultation and interpersonal communication styles, as these are not currently covered in the existing policy. Can you please develop these and send them through to me for review?
Kind Regards,
Henry Thomas
Governance Manager
300 Fictional Way, Sydney, NSW 2000 Phone: 1800 111 222 www.cbsa.com.au
TASKS
Based on the email, you are to refer to the organisations’ Code of Ethics which is available via the Employees section of the CBSA website and then complete the following tasks. You are free to research examples of the particular policies and procedures mentioned in the email if you desire.
1. Download the Policy & Procedures Template from the Employee section of the CBSA website, and then develop a Code of Conduct Policy using a word processor. You must: ? Specify the purpose of the policy ? Specify the policy section including:
- Outlining the expected employee conduct in the workplace including diversity
- Outlining the expected dress code
- Outlining privacy and confidentiality expectations
- Outlining how employees should deal with aggressive behaviour
2. Download the Policy & Procedures Template from the Employee section of the CBSA website, and then develop a Dispute Resolution Policy using a word processor. You must:
? Specify the purpose of the policy
? Specify the policy section including a step-by-step procedure on how disputes are addressed and resolved in the workplace including what occurs at each stage of the dispute process. Note: you will be resolving a dispute using this procedure in a later assessment task.
3. Update the existing Communication Policy & Procedures to ensure that the:
? Policy section contains a section relating to staff consultation and its importance in work processes
? Policy section contains a section relating to interpersonal communication styles that should be adhered to ensuring diversity is respected
? Procedure section contains a procedure in how staff consultation should be taken including the steps involved in the process
Note: In the policies you should make reference the organisations’ Code of Ethics where applicable.
PART C – POLICY CONSULTATION
To begin this part, read the following email and then complete the tasks that follow:
To: You
From: Henry Thomas (henry.thomas@cbsa.com.au)
Date/time: Monday 4:20PM
Subject: New System Consultation
To You,
Thanks for developing the new systems so quickly. I would like you to now undertake a consultation session with the employees to gather their feedback on the new systems. Can you schedule this in for tomorrow at some point?
During the consultation session it is imperative that you to seek their feedback to your new systems and that you document their feedback so that it can be reviewed for any improvements or the notification of issues. I would also like you to adhere to the interpersonal communication styles that you have specified in the updated Communication Policy & Procedures during the consultation session. Kind Regards,
Henry Thomas
Governance Manager
300 Fictional Way, Sydney, NSW 2000 Phone: 1800 111 222 www.cbsa.com.au
TASK
Based on the email you are to deliver a consultation session to a sub-set of the internal customers of the organisation. You will be presenting to at least three attendees who will form a representation of the internal customers (role played by your assessor and additional students/assessors).
During the consultation session, your assessor will be looking to see that you can:
? Verbally lead the presentation of the main components of the Code of Conduct Policy
? Verbally lead the presentation of the main components of the Dispute Resolution Policy
? Verbally lead the presentation of the updates made to the Communication Policy & Procedures
? Adhere to the interpersonal communication styles specified in the Communication Policy & Procedures
? Use listening skills to receive feedback and to answer any questions that the attendees may have
? Confirm the attendees’ understanding of the policies by using questioning techniques ? Document the feedback received from the attendees
PART D – FACILITATE CONSULTATION FEEDBACK
To begin this part, read the following email and then complete the tasks that follow:
TASK
Based on the email you are to implement any improvements into the policy documents, and then use a word processor to develop an email using the Email Template (downloadable from the Employee section of the CBSA website) to distribute the updated policies to the attendees. The email must:
? Specify who the email is to
? Specify who the email is from
? Specify the date and time you sent the email
? Specify the subject
? Specify the Code of Conduct Policy, Dispute Resolution Policy, and Communication Policy & Procedures as the attachments
? Summarise in the body of the email any changes you have made to the policies based on the consultation process
? Complete the email footer specifying the job position you are role playing
SUBMISSION REQUIREMENTS FOR TASK 1:
• Word processor document with your answers for Part A
• Code of Conduct for Part B
• Dispute Resolution Policy for Part B
• Communication Policy & Procedures for Part B
• Modified Code of Conduct for Part D
• Modified Dispute Resolution Policy for Part D
• Modified Communication Policy & Procedures for Part D
• Email for Part D
Assessment Task Cover Sheet – Assessment Task 2
Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.
Name:
Date of submission:
Unit:
? BSBLDR502 Lead and manage effective workplace relationships
Assessor to complete
Assessment Task Satisfactory/ Not satisfactory Date Was this a resubmission? Y/N
Project
STUDENT DECLARATION
I _________________________________________________ declare that these tasks are my own work.
• None of this work has been completed by any other person.
• I have not cheated or plagiarised the work or colluded with any other student/s.
• I have correctly referenced all resources and reference texts throughout these assessment tasks.
• I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.
Student signature: _________________________________________________________________________
Student name: ____________________________________________________________________________ ASSESSOR FEEDBACK
Assessors: Please return this cover sheet to the student with assessment results and feedback.
A copy must be supplied to the office and kept in the student’s file with the evidence.
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
Assessor signature: ________________________________________________________________________
Assessor name: ___________________________________________________________________________
Date: ___________________________________________________________________________________ .
Assessment Record Checklist
ASSESSMENT TASK 2: MANAGE WORKPLACE RELATIONSHIPS
PART A – DEVELOP NETWORKING PLAN Yes No
Did the student submit the following:
• Networking Plan
Did the student develop a networking plan that:
• Used the Networking Plan template? • Specified three networking opportunities • Specified three networking opportunities for Sales & Marketing staff? for Information Technology staff? • Specified three networking opportunities • Specified three networking opportunities for Human Resources staff?
for Governance and Compliance staff? • Specified three networking opportunities
• Specified three networking opportunities for Accounts staff?
for Training staff? • Specified each opportunity details a
perceived benefit and the date(s) it will occur?
PART B – NETWORKING PLAN CONSULTATION Yes No
Did the student submit the following:
• Modified Networking Plan
Did the student lead the consultation session where they:
• Verbally led the presentation of the main • Adhered to the interpersonal components of the Networking Plan? communication styles they developed
• Employed listening skills to receive previously?
feedback and to answer any questions that • Adjusted the Networking Plan based on the attendees may have? feedback received from the attendees
• Confirmed the attendees understanding of where issues or improvements were the plan by using questioning techniques? provided?
PART C – UPDATE NETWORKING PLAN Yes No
Did the student submit the following:
• Modified Networking Plan
Did the student modify the Networking Plan where they:
• Used the Networking Plan they developed • Marked completed those activities that had previously? been scheduled for the first six months of
• Specified three networking opportunities the plan?
for Sales & Marketing staff? • Specified three networking opportunities • Specified three networking opportunities for Information Technology staff? for Human Resources staff? • Specified three networking opportunities • Specified three networking opportunities Governance and Compliance staff?
for Accounts staff? • Specified three networking opportunities for Training staff?
• Specified that each opportunity details a perceived benefit and the date(s) it will occur?
PART D – RESOLVE WORKPLACE CONFLICT Yes No
Did the student:
• Verbally lead the resolution meeting? • • Adhere to the interpersonal communication styles they developed previously? •
• Use questioning techniques to clarify
viewpoints? •
Use the Dispute Resolution Policy as a guide?
Use active listening to identify both parties’ viewpoints?
Resolve the conflict by proposing an appropriate solution?
Assessment Task 2: Manage Workplace Relationships
The following assessment tasks use a simulated business called Complete Business Solutions Australia (CBSA). In order to complete the assessment tasks, you will need to access information, templates, policies and procedures found on the CBSA website. Your assessor will provide you with login details. Navigate to www.cbsa.com.au, select ‘Log in’ and enter your username and password prior to completing your assessment tasks.
For this assessment you will play the role of Business Compliance Specialist for CBSA. CBSA is a consultancy service providing assistance with compliance, finances, human resources, information technology and other business needs to ensure that businesses have the expertise and support they need to survive and prosper. You should familiarise yourself with what CBSA does, its services and history, the organisational structure of the business and its employees. Ensure that you read the Business Plan to understand CBSA’s mission, vision, and business objectives.
TASK SUMMARY
There are five parts to this task:
? In Part A, you will be developing a networking plan
? In Part B, you will be consulting with employees in regards to the networking plan
? In Part C, you will continue ongoing planning of networking opportunities
? In Part D, you will be resolving a conflict between employees
? In Part E, you will be developing and implementing an action plan to address identified issues
RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK:
? Access to Learner Guide, PowerPoint presentation and recommended textbook
? Access to a computer, the Internet, and a web browser
? Access to a word processor
? CBSA Business Plan (accessible via the CBSA website)
? CBSA organisational policies and procedures (accessible via the CBSA website)
? At least two additional students to be used in role-plays
? Code of Conduct Policy developed in the previous assessment task
? Dispute Resolution Policy developed in the previous assessment task ? Communication Policy & Procedures updated in the previous assessment task
WHEN AND WHERE WILL THIS TASK BE COMPLETED?
? This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).
? Your assessor will provide you with the due date for this assessment.
WHAT HAPPENS IF I GET SOMETHING WRONG?
If you get something wrong you will need to resubmit that part of the task that has not been completed correctly or fully. Your assessor will provide you with guidance as to what needs to be resubmitted and how.
If your assessor identifies any plagiarised responses in your answers, your trainer/assessor will report this along with reasons for the allegation. For more detailed information about academic misconduct, please refer to Plagiarism, Cheating and Collusion section in the Assessment Overview of this assessment booklet.
STUDENT INSTRUCTIONS FOR TASK 2
Complete all parts of the assessment below using your own words.
PART A – DEVELOP NETWORKING PLAN
To begin this part, read the following email and its attachment, then complete the tasks that follow:
To: You
From: Henry Thomas (henry.thomas@cbsa.com.au)
Date/time: Monday 2:19PM
Subject: Networking Planning
Attachment: Networking Plan.docx
To You,
I have a new task for you. I would like you to plan out a networking plan for each department within the organisation using the attached template.
For each department I would like you to identify three networking opportunities that would be of benefit to that department. These networking opportunities can be events, conferences, or other opportunities where the employees of that department can gain new knowledge either internally or externally that will benefit both them and the organisation.
Kind Regards,
Henry Thomas
Governance Manager
300 Fictional Way, Sydney, NSW 2000 Phone: 1800 111 222 www.cbsa.com.au
ATTACHMENT
Networking Plan.docx
Employee Networking Plan
Department Networking opportunity What benefits will this provide? When occurring Status
TASK
Based on the email and its attachment, you are to research and develop a network plan for each department of the organisation using a word processor.
The departments of the organisation are as follows:
? Sales & Marketing
? Information Technology (IT)
? Human Resources (HR)
? Governance and Compliance
? Accounts
? Training
Using the given template for each of the departments you are to identify and document three networking opportunities for each. These can be external from the organisation, or you can have an opportunity occurring internally. For example, an external opportunity for Sales & Marketing staff might be a Sales Conference, while an internal opportunity may be in-house training of new marketing techniques.
You need to document what the perceived benefits of each opportunity are, and the date that the opportunity is to occur. You should add as many rows as necessary to the networking plan table.
B NETWORKING PLAN CONSULTATION
To begin this part, read the following email and then complete the tasks that follow:
To: You
From: Henry Thomas (henry.thomas@cbsa.com.au)
Date/time: Wednesday 12:22PM
Subject: Networking Plan Consultation Session
To You,
Thanks for developing the Networking Plan for me.
I would like you to now undertake a consultation session with the employees to gather their feedback on the Networking Plan.
During the consultation session it is imperative that you to seek their feedback to the Networking Plan so that you can make any adjustments as necessary based on their feedback. I would also like you to adhere to the interpersonal communication styles that you have specified in the updated Communication Policy & Procedures during the consultation session.
Kind Regards,
Henry Thomas
Governance Manager
300 Fictional Way, Sydney, NSW 2000 Phone: 1800 111 222 www.cbsa.com.au
TASK
Based on the email you are to deliver a consultation session to a sub-set of the internal customers of the organisation. You will be presenting to at least three attendees who will form a representation of the internal customers (role played by your assessor and additional students/assessors).
During the consultation session, your assessor will be looking to see that you can:
? Verbally lead the presentation of the main components of your Networking Plan
? Adhere to the interpersonal communication styles specified in the Communication Policy & Procedures
? Use listening skills to receive feedback and to answer any questions that the attendees may have
? Confirm the attendees understanding of the plan by using questioning techniques
? Adjust the Networking Plan based on feedback received from attendees
C UPDATE NETWORKING PLAN
To begin this part, read the following email and then complete the tasks that follow:
For the purpose of this activity it is assumed that six months have passed since the Networking Plan was developed. Based on this, and using the Networking Plan you created previously, you are to:
? Change the status of any networking opportunities that were to take place within six months of the plan being developed as being completed.
? Based on the completed networking opportunities, research and document new networking opportunities so that each department has three networking opportunities for the next 12 months. For example, if the IT department had two networking opportunities completed in the six months, then you should research and document an additional two networking opportunities so that it has a total of three.
? Ensure that the benefits for each new networking opportunity are documented.
? Ensure that the date of when the new networking opportunity is to occur is documented.
D RESOLVE WORKPLACE CONFLICT
To begin this part, read the following email and then complete the tasks that follow:
To: You
From: Henry Thomas (henry.thomas@cbsa.com.au)
Date/time: Friday 10:52AM
Subject: Employee Conflict
To You,
It has been brought to my attention that one of the staff members has been showing unethical conduct in the workplace towards another employee. Their behaviour breaches the Code of Conduct that you have developed, which has now led to a dispute between the two parties. I would like to give you authority to follow the procedure you developed for the Dispute Resolution Policy to resolve the issue.
If someone is responsible for acting in a conduct not befitting the organisation, I would like some disciplinary measures taken, and an action plan created to ensure that the employee grows and that this issue doesn’t occur again.
Kind Regards,
Henry Thomas
Governance Manager
300 Fictional Way, Sydney, NSW 2000 Phone: 1800 111 222 www.cbsa.com.au
TASKS
Based on the email, you are to follow the procedure that you developed in the Dispute Resolution Policy to resolve the dispute. Where the procedure requires talking to the disputing parties, the assessor will organise a meeting with the two parties which will be roleplayed by the assessor and another student/assessor.
During the dispute resolution meeting, your assessor will be looking to see that you can:
? Verbally lead the resolution meeting
? Use the Dispute Resolution Policy as a guide
? Adhere to the interpersonal communication styles they developed in the updated Communication Policy & Procedures
? Use active listening to identify both parties’ viewpoints
? Use questioning techniques to clarify viewpoints
? Demonstrate effective team leadership to resolve the conflict by proposing a resolution strategy that can be actioned
PART E – DEVELOP AND IMPLEMENT AN ACTION PLAN
To begin this part, read the following email and its attachment, then complete the tasks that follow:
Action Plan Template.docx
Action Plan
Action Responsibility Date Status
TASKS
Based on the email and its attachment you are to complete the following tasks:
1. Develop an Action Plan using the supplied template that:
? Specifies two actions to be implemented that will resolve issues with Sam’s behaviour and/or with the dispute resolution procedure ? For each action you must:
- Specify the action that is to occur
- Specify who will be responsible for implementing the action
- Specify when the action needs to be completed by
Note: you will be responsible for implementing the actions in the next task so you must be able to provide evidence that you can complete the actions.
2. Implement the actions developed in the Action Plan. You must provide evidence that you have completed the actions to satisfy the requirements of this task. This could involve updating documentation, undertaking some training of Sam, or some other action that will implement organisational improvements. You should discuss how you are going to satisfy this evidence by discussing the Action Plan with an assessor. They will be able to advise if this is sufficient or not.
If role-playing is required, this should be organised with the assessor as appropriate.
SUBMISSION REQUIREMENTS FOR TASK 2:
• Networking Plan for Part A.
• Modified Networking Plan for Part B.
• Modified Networking Plan for Part C.
• Action Plan for Part D.

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