Facilitator Guide Marking Guide

Marking Guide
Assessment Task 2: Respond to scenario-based
questions

Candidate’s name Phone no.

Assessor’s name Phone no.

Assessment site

Assessment date/s Time/s

Outcomes
Satisfactory

Did the candidate: Yes No

Submit written answers to the scenario-based questions?

Complete assessment task and submit deliverables by agreed date

and time?

Performance indicators
Satisfactory

Did the candidate: Yes No

Question 1

Describe at least two pieces of JKL Industries’ policy or processes that

are inconsistent with the team’s behaviour towards the employee?
For example:
● code of ethics

● anti-discrimination policy.

Identify the relevance of one piece of relevant legislation?

For example:
● anti-discrimination legislation.

BSBLDR502 Lead and manage effective workplace relationships 1st edition version: 1
© 2015 Innovation and Business Industry Skills Council Ltd
Facilitator Guide Marking Guide

Satisfactory

Did the candidate: Yes No

Describe how policies and processes can help to promote cultural

diversity, ethical values, and relationship-building?
For example, through:
● communicating values in effective ways to appeal to various
audiences
● promoting feedback and engagement

● providing consistency of application across the organisation

● building cultural understanding and sensitivity to others’ needs

between, for instance, functional teams, internal and external
stakeholders to foster productive relationships and minimise
conflict
● promoting integration between various managerial processes,
for example, employee relations and performance management.

Describe any changes or additions they would make to JKL Industries’

policies, procedures or communications to further promote cultural
diversity and ethical values?
For example:
● adding or amending policies

● adding procedures to clarify application of policies

● use of new technologies for communication and social

engagement
● design new processes for consultation on policy development or
review with wider employee engagement.

Describe how they would approach the team and any suggestions you
would make to resolve the issue fairly and consistent with
organisational policy?
For example:
● meeting with the team or individuals

● preparing the ground by reiterating/communicating policy and

organisational values through an appropriate communications
channel
● ensuring permission to intervene

● ensuring support for and input on the conflict resolution process

● engaging a mediator

● providing training or inviting the team to workshop ways to build

team cohesion and tolerance of diversity.

BSBLDR502 Lead and manage effective workplace relationships 1st edition version: 1
© 2015 Innovation and Business Industry Skills Council Ltd
Facilitator Guide Marking Guide

Satisfactory

Did the candidate: Yes No

Question 2

Describe what potential problems they anticipate from the team?

For example:
● resistance

● hostility

● passive-aggression

● avoidance

● insincere acceptance.

Describe how they would confront the team with their unacceptable
behaviour, while maintaining trust and avoiding the impression of
taking sides?
For example, through:
● use of interpersonal skills such as active listening, group
decision-making, and negotiation skills
● use of open, non-threatening, warm body language

● use of a collaborative approach to address issues

● focus on the positive and avoid blaming

● acknowledgement of conflict or potential for conflict – but focus

on shared goals and vision
● remaining non-judgemental

● regulating strong, negative emotions

● avoiding personalising the conflict by overtly taking sides

creating winners and losers
● focus on creating team solutions to team problems.

Describe their standard or default communication style and describe

what communication style they would consider adopting for this
scenario?
For example:
● amiable, high responsiveness and low assertiveness

● collaborative.

Describe a previous situation in which they adapted their

communication style to meet the needs of others in the workplace or
achieve a work goal?

BSBLDR502 Lead and manage effective workplace relationships 1st edition version: 1
© 2015 Innovation and Business Industry Skills Council Ltd
Facilitator Guide Marking Guide

Satisfactory

Did the candidate: Yes No

Question 3

Describe how networking with internal and external people could help
build positive relationships (through use of interpersonal styles,
cultural and social sensitivity) and to achieve organisational and
professional goals?
For example:
● getting the work done, through addressing gaps in knowledge or
authority
● networking with suppliers to lay groundwork for negotiating more
favourable terms of trade, for instance, and build confidence
through interpersonal skills
● networking with customers or consumer groups to identify
customer needs, develop sensitivity, and build trust
● networking with industry groups to help identify trends, gain
insights, benchmark organisational and team performance
● networking with other professionals to benchmark personal
performance and learn more effective practices, identify
mentors and to feel a part of a professional community with
shared vision, values and high standards
● integrating networking with professional development and
performance management (these being linked to individual,
team and organisation-level goals).

Suggest networking or networks?

For example:
● Brisbane chamber of commerce

● LinkedIn groups

● internal communities of practice

● managerial- or HR-focused online communities.

Describe a situation in which they joined a network to achieve an

organisational or professional development goal?
Including description of:
● the network

● how they built stronger relationships within the network

● the result of the networking for them and their organisation.

BSBLDR502 Lead and manage effective workplace relationships 1st edition version: 1
© 2015 Innovation and Business Industry Skills Council Ltd
Facilitator Guide Marking Guide

Satisfactory

Did the candidate: Yes No

Question 4

Prepare a plan to develop and maintain internal and external

relationships, including a schedule for members of their team?
Candidate included:
● at least two tailored activities for each salesperson, such as
meeting with suppliers, meeting with clients, or forming or
joining a sales team community of practice
● a rationale for each activity, such as a clear, business-related
goal or objective, for example (from strategic plan):
○ increasing revenue by providing increased customer value
○ providing quality customer service
○ managing performance and adherence to organisational
values
○ building organisational workforce skills and capability
through addressing knowledge, authority gaps.

Comments/feedback to participant

Outcome: Successful Unsuccessful

Assessor name:

Assessor signature:

BSBLDR502 Lead and manage effective workplace relationships 1st edition version: 1
© 2015 Innovation and Business Industry Skills Council Ltd