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Lead and manage effective workplace relationships case study

29/12/2020 Client: saad24vbs Deadline: 10 Days

Assessment Task 2 BSBLDR502 Lead and manage effective workplace relationships


BSBLDR502 Lead and manage effective workplace relationships 1st edition version: 1


© 2015 Innovation and Business Industry Skills Council Ltd Page 1 of 7


Respond to scenario-based questions


Submission details


Candidate’s name Phone no.


Assessor’s name Phone no.


Assessment site


Assessment date/s Time/s


The assessment task is due on the date specified by your assessor. Any variations to this


arrangement must be approved in writing by your assessor.


Submit this document with any required evidence attached. See specifications below for


details.


Performance objective


You will demonstrate the skills and knowledge required to establish systems to develop


trust and confidence and manage the development and maintenance of networks and


relationships.


Assessment description


For this assessment task, you will read and respond to a scenario by answering a set of


written questions.


Procedure


1. Read the scenario in Appendix 1. Pay particular attention to diversity and


networking issues and information about your role as Brisbane Branch Manager.


2. Review the JKL Industries simulated business documentation, including policies


and procedures.


3. Read the questions in Appendix 2 related to the scenario.


4. Create a document with written answers to the questions.


5. Submit a print or electronic version of your document containing answers to the


questions in accordance with the specifications set out below.


Assessment Task 2 BSBLDR502 Lead and manage effective workplace relationships


BSBLDR502 Lead and manage effective workplace relationships 1st edition version: 1


© 2015 Innovation and Business Industry Skills Council Ltd Page 2 of 7


Specifications


You must submit:


● a print or electronic document containing answers to the case-study-based


questions.


Your assessor will be looking for evidence of your ability to:


● apply policies to ensure that the organisation’s cultural diversity and ethical values


are adhered to


● provide leadership through your own behaviour, including:


○ professional conduct that promotes trust with internal and external contacts


○ adjusting your own interpersonal communication style to meet the


organisation’s cultural diversity and ethical environment


● plan for and manage the use of networks to support identifiable outcomes for the


team and the organisation


● explain how systems, policies and procedures can support the development of


effective work relationships, focusing on interpersonal styles, cultural and social


sensitivity and networking.


● explain the relevance of legislation for managing effective workplace relationships


● interact with others through adapting your personal communication style to build


trust and positive working relationships, and to support others’ adjustments in


practice and culture


● get the work done through:


○ taking personal responsibility for planning networking activities for yourself


and others, taking into account capabilities, efficiencies and effectiveness


○ developing plans for networking activities with strategic importance.


Adjustment for distance-based learners


● No changes to the assessment procedure or specification are required.


● Documentation may be submitted electronically.


● A follow-up interview may be required (at the discretion of the assessor).


Assessment Task 2 BSBLDR502 Lead and manage effective workplace relationships


BSBLDR502 Lead and manage effective workplace relationships 1st edition version: 1


© 2015 Innovation and Business Industry Skills Council Ltd Page 3 of 7


Appendix 1: Scenario – JKL Industries


JKL Industries overview


JKL Industries is an Australian-owned company, selling forklifts, small trucks and spare


parts to industry. They also have a division that leases forklifts and small trucks.


The company’s head office is in Sydney and has branches in Brisbane, Melbourne, Perth,


Adelaide and Canberra.


Change


After 12 years in business, focusing on forklifts and small trucks, JKL Industries has


negotiated the sales rights to a range of medium and large trucks from an overseas


supplier. This opportunity will provide JKL Industries with an advantage in range over its


competitors.


Sales results over the past five years have indicated strong growth in forklift and truck


sales, which have averaged 10% sales growth per annum. The rental market has been in


decline for the past three years due to the reduced costs of these vehicles and some


taxation benefits to industries who purchase these vehicles.


Taking the sales rights opportunity will, however, entail some significant changes,


including significant changes to the current organisational structure. The company will


reposition itself to focus solely on retail sales and service and exit the rentals market, in


which forces such as competition and consumer choice reduce potential profitability.


In accordance with the organisation’s values, JKL Industries intends (to the extent


feasible) to recruit from within the company and up-skill or re-skill existing employees


presently working in rentals who wish to remain with the company.


Given the company’s previous history of employee grievances over pay and conditions


and current plans to restructure, JKL Industries has identified poor communications and


an organisational climate of conflict as a risk to business goals.


Moving forward, the organisation intends to build and maintain a positive organisational


culture, reduce risk and achieve organisational goals through:


● developing an effective policy framework for managing internal communications


and consultation, in accordance with organisational objectives, business ethics,


and compliance requirements


● communicating and building support for organisational initiatives and objectives


● managing information flow to:


○ provide managers and employees with at-hand information to perform their


work responsibilities


○ communicate ideas for improvement (top-down and bottom-up)


○ facilitate feedback both to and from employees and management on relevant


work performance and outcomes of consultation.


Assessment Task 2 BSBLDR502 Lead and manage effective workplace relationships


BSBLDR502 Lead and manage effective workplace relationships 1st edition version: 1


© 2015 Innovation and Business Industry Skills Council Ltd Page 4 of 7


Diversity issues


An internal management review of the organisation has uncovered the following issues:


● Poor leadership on the part of managers and low accountability and sense of


personal responsibility for results on the part of both managers and employees.


● A lack of interpersonal skills, cultural sensitivity and emotional intelligence among


managers and employees.


● A lack of trust.


● A lack of awareness of relevant policy and legislative requirements for diversity and


business ethics.


● A culture of chronic conflict, characterised by:


○ resistance to change


○ hostility


○ passive aggression


○ avoidance of conflict, while leaving issues unresolved


○ issues that are apparently resolved and agreed flaring up repeatedly.


Networking issues


As a manager, you have noted:


● A lack of awareness of internal and external networking opportunities.


● A lack of understanding of the purpose/s of networking and its relation to


individual, team and organisation-wide goals.


● A lack of understanding of how to take advantage of networking opportunities


through use of interpersonal skills and emotional intelligence.


● No internal communities or social platforms through which functional or cross-


functional teams can discuss professional issues, and share insights and


perspectives.


Brisbane Branch Manager


You are the new manager of the Brisbane branch. Over the last two weeks you have


familiarised yourself with the organisational environment and the characteristics and


needs of your team.


You have read the consultant’s report on proposed communication and consultation


strategies and are 100 per cent behind the approach. The strategy will need to be applied


to supporting diversity and facilitating better networking.


The JKL Industries Brisbane Branch Manager reports to the Operations General Manager.


Assessment Task 2 BSBLDR502 Lead and manage effective workplace relationships


BSBLDR502 Lead and manage effective workplace relationships 1st edition version: 1


© 2015 Innovation and Business Industry Skills Council Ltd Page 5 of 7


Appendix 2: Questions


For the following scenario-based questions, put yourself in the position of the new


Brisbane Branch Manager and answer the questions accordingly.


Question 1:


An employee has complained to you that some members of your team have not made


any effort to accommodate non-Christians in this year’s Christmas celebrations. The


employee feels excluded and disappointed that an opportunity to bring the team


together has instead divided the team along religious lines.


How would you address the employee’s complaint?


In your written response to the above question:


● Describe at least two pieces of JKL Industries’ policy or procedure that conflict with


the team’s behaviour towards the employee.


● Identify the relevance of one piece of relevant legislation.


● Describe how policies and processes can help to promote cultural diversity, ethical


values and relationship-building.


● Describe any changes or additions you would make to JKL Industries’ policies,


processes or communications to further promote cultural diversity and ethical


values.


● Describe how you would approach the team and any suggestion you would make to


resolve the issue fairly and consistent with organisational policy.


Question 2:


To respond to the issue described in question one, you have decided to meet with the


team to directly address the behaviour.


How would you prepare for and approach this meeting?


In your written response to the above question:


● Describe what potential problems you anticipate from the team.


● Describe how you would confront the team with their unacceptable behaviour, while


maintaining trust and avoiding the impression of taking sides.


● Describe your standard or default communication style. What communication style


would you consider adopting for this scenario?


● Describe a previous situation in which you adapted your communication style to


meet the needs of others in the workplace or achieve a work goal.


Assessment Task 2 BSBLDR502 Lead and manage effective workplace relationships


BSBLDR502 Lead and manage effective workplace relationships 1st edition version: 1


© 2015 Innovation and Business Industry Skills Council Ltd Page 6 of 7


Question 3:


As a manager new to the Brisbane area, you feel that you need to develop contacts


with people internal to the organisation, such as managers, and external people, such


as suppliers, business networks, managers’ networks and mentors.


How would you approach networking to achieve goals?


In your written response to the above question:


● Describe how networking with internal and external people could help you build


positive relationships to achieve organisational and professional goals. What


networking or networks would you suggest?


● Describe a situation in which you joined a network to achieve an organisational or


professional development goal. Describe the network. How did you build stronger


relationships within the network? What was the result of the networking for you and


your organisation?


Question 4:


Your sales team is relatively new and inexperienced. You feel that they would benefit


from networking. Sam and Alex need to build relationships with customers, suppliers


and fellow salespeople to achieve personal development and organisational goals.


● Sam: Has issues with internal and external suppliers who consistently miss


delivery dates and won’t cooperate in keeping costs down for customers.


Consequently, he has issues with his own customers; he feels suppliers don’t


understand his needs as a client. Sam finds conflict really hard and avoids


getting angry, hoping the problem will resolve itself. Sam feels he would benefit


from hearing how others negotiate terms with suppliers. Right now, however, he


has very little respect for them as they’ve let him down.


● Alex: Has issues with customers who obviously don’t understand a good deal


when they see it. He’s also tired of chasing ‘deadbeats’ for settling accounts on


credit. Alex would like to know how others deal with such ‘fools’ and still maintain


a sense of self-respect.


How would you lead Sam and Alex to realise their professional goals and related


organisational goals over the next three months?


Using the template provided in Appendix 3:


1. Prepare a plan to develop and maintain internal and external relationships,


including a schedule for the next three months.


2. Include at least two activities for each salesperson.


3. Provide a rationale for each activity.


Assessment Task 2 BSBLDR502 Lead and manage effective workplace relationships


BSBLDR502 Lead and manage effective workplace relationships 1st edition version: 1


© 2015 Innovation and Business Industry Skills Council Ltd Page 7 of 7


Appendix 3: Networking plan


Networking activity Person Schedule Description/rationale for networking activity


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