Facilitator Guide Marking Guide

Marking Guide
Assessment Task 3: Dispute resolution guidance
session

Candidate’s name Phone no.

Assessor’s name Kevin Egan Phone no.

Assessment site

Assessment date/s Time/s

Outcomes
Satisfactory

Did the candidate: Yes No

Participate in a guidance session role-play?

Submit an action plan?

Complete assessment task and submit deliverables by agreed date and

time?

Performance indicators
Satisfactory

Did the candidate: Yes No

Guidance session role-play

Provide leadership through own behaviour?

For example:
● demonstrating professional conduct that promotes trust with the
manager, such as taking a consultative, non-judgemental approach,
regulating emotions and using open body-language
● adjusting own interpersonal communication style to meet the
organisation’s cultural diversity and ethical environment, such as
using a high-responsive communication style to diffuse strong
feeling on the part of the rentals manager.

BSBLDR502 Lead and manage effective workplace relationships

© 2015 Innovation and Business Industry Skills Council Ltd
Facilitator Guide Marking Guide

Satisfactory

Did the candidate: Yes No

Implement processes and systems to manage difficulties?

Including:
● identifying and resolving conflicts and other difficulties according
to organisational policies and procedures, namely grievance
procedures or code of ethics
● discussing how to address difficulties in discussion with manager

● providing guidance, counselling and support to assist the manager

in resolving their work difficulties, for example, by:
○ suggesting personal or conflict resolution coaching
○ mediation
○ meeting with the employee
○ trying a more sympathetic approach.

Explain and discuss procedures for conflict resolution?

For example:
● JKL Industries’ grievance policy

● JKL Industries’ grievance procedure

● JKL Industries’ code of ethics and anti-discrimination policy.

Discuss relevant legislation?

For example:
● Fair Work Act

● anti-discrimination legislation.

BSBLDR502 Lead and manage effective workplace relationships

© 2015 Innovation and Business Industry Skills Council Ltd
Facilitator Guide Marking Guide

Satisfactory

Did the candidate: Yes No

Get the work done (i.e. implement the first part of the action plan) through
taking responsibility for work by meeting with the manager to discuss
how to resolve a conflict while building a positive work relationship?
For example, candidate demonstrated that they:
● understand the culture and dynamics of conflict

● listened empathetically and responsively

● searched beneath the surface for hidden meanings

● acknowledged and reframed emotions

● separated what matters from what gets in the way

● solved problems paradoxically and creatively – using a variety of

tools and approaches to generate options for solving problems
● explored resistance and negotiate collaboratively

● learned from difficult behaviours – looked at disputes and conflicts

as welcome information about problems and as opportunities to
improve systemic processes and personal management skills
● mediated and designed systems for prevention – worked to design
processes to address root issues and address conflict before it
happens; mediated problems to build strong team relationships and
highlight shared interests
● led and coached for transformation of team and individual attitudes.

Action plan

Get the work done through developing action plans with at least three
activities for the manager to take?
For example:
● taking up personal coaching options

● using mediation

● meeting with the employee and using interpersonal techniques for

conflict resolution: e.g. listening, win-win negotiation, collaborative
decision-making
● using more effective communication strategies or tactics,
particularly those that are responsive to the emotional context and
company history and that facilitate feedback to better gauge
effectiveness
● regularly following up with the employee or employees to ensure
the conflict has been truly resolved.

BSBLDR502 Lead and manage effective workplace relationships

© 2015 Innovation and Business Industry Skills Council Ltd
Facilitator Guide Marking Guide

Satisfactory

Did the candidate: Yes No

Demonstrate writing skills through preparing an action plan that

incorporates appropriate vocabulary, grammar and business writing
conventions?

Comments/feedback to participant

Outcome: Successful Unsuccessful

Assessor name: Kevin Egan

Assessor signature:

BSBLDR502 Lead and manage effective workplace relationships

© 2015 Innovation and Business Industry Skills Council Ltd