Southern Cross School of Business

Student Development and Learning (SDL) Academy Pty Ltd

CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287

Assessment Instructions

BSBLDR502 Lead and manage effective workplace

relationships

Issue date: 30/01/2019 Page 1 of 13

 Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287

Table of Contents

Table of Contents 2
Assessment Schedule 3
Assessment Information 3
Assessment Instructions 5
Assessment Task 1: Written Questions 6
Assessment Task 1 Instructions 8
Assessment Task 2 Instructions 11

Issue date: 30/01/2019 Page 2 of 13

 Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287

Assessment Schedule
Task Due Date
Learning Activity Only Week 1
Task 1 and Task 2 Week 2
Task 3 and Task 4 Week 3

Assessment Information

The assessment tasks for BSBLDR502 Lead and manage effective workplace relationships are
included in this booklet and outlined in the assessment plan below.

To be assessed as competent for this unit, you must complete all of the assessment tasks satisfactorily.

Assessment Plan

Assessment Task Overview

Assessment 1 -Case study This assessment consists of 5 questions, including a case study and
and Written questions personal assessment and self-reflection activity

Assessment 2 - Simulated This assessment consists of 3 tasks, including 2 role plays. The
Workplace Scenarios student is required to complete all parts correctly and in accordance
with the instructions given.

Assessment Preparation
Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for
clarification if you have any questions at all.

Assessment appeals
If you do not agree with an assessment decision, you can make an assessment appeal as per SCSB
assessment appeals process.

You have the right to appeal the outcome of assessment decisions if they feel they have been dealt with
unfairly or have other appropriate grounds for an appeal.

Issue date: 30/01/2019 Page 3 of 13

 Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287

Additional Resources
You will be provided with the following resources you begin each Assessment Task.

 Australian Hardware diversity policy, procedures, harassment and complaint procedures.

 AllGo Call Centre Operator Briefing Information
 AllGo Marketing Staff Recruitment Policy
 AllGo Marketing-Disability Policy and Procedures V. May 17
 Job description for HR team member

Issue date: 30/01/2019 Page 4 of 13

 Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287

Assessment Instructions

Each assessment task in this booklet consists of the following:

Assessor Checklist
This will be used by your assessor to mark your assessment. Read through this as part of your preparation
before beginning the assessment task. It will give you a good idea of what your assessor will be looking for
when marking your responses.

The Assessor Checklist will be returned to you with the outcome of the individual assessment task,
which will be satisfactory (S) or unsatisfactory (U). If your work has been assessed as being not
satisfactory, your assessor will include written feedback giving reasons why.

Depending on the task, this may include

 resubmitting incorrect answers to questions (such as short answer questions and case studies)
 resubmitting part or all of a project, depending on how the error impacts on the total outcome of the task
 redoing a role play after being provided with appropriate feedback about your 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.
Assessment Task Information
This gives you:
 a summary of the assessment task
 information on the resources to be used
 submission requirements
 re-submission opportunities if required.

Assessment Task Instructions

These give questions to answer or tasks which are to be completed. Your answers need to be typed up
using software as indicated in the Assessment Task Instructions.

If you are submitting electronically, consider giving the document a file name that includes the unit
identification number, the task number, your name and the date.

Issue date: 30/01/2019 Page 5 of 13

 Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287

Assessment Task 1: Written Questions

Task summary
 This is an open book test.
 You need to answer all of the written questions correctly.
 Your answers must be word processed.

Required
 Access to textbooks/other learning materials
 Computer and Microsoft Office
 Access to the internet

Submit
 Answers to all questions.

Assessment criteria
All questions must be answered correctly in order for you to be assessed as having completed the task
satisfactorily.

Re-submission opportunities
You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have
satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you
written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with
unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any
part of this task or if you have any learning issues or needs that may hinder you when attempting any part of
the assessment.

Issue date: 30/01/2019 Page 6 of 13

 Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287

Written answer question guidance

The following written questions use a range of “instructional words” such as “identify” or “explain”, which tell
you how you should answer the question. Use the definitions below to assist you to provide the type of
response expected. Note that the following guidance is the minimum level of response required.

Analyse – when a question asks you to analyse something, you should do so in in detail, and identify
important points and key features. Generally, you are expected to write a response one or two paragraphs
long.

Compare – when a question asks you to compare something, you will need to show how two or more things
are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected
to write a response one or two paragraphs long.

Contrast – when a question asks you to contrast something, 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 one or two paragraphs long.

Discuss – when a question asks you to discuss something, you are required to point out important issues or
features, and express some form of critical judgement. Generally, you are expected to write a response one
or two paragraphs long.

Describe – when a question asks you to describe something, you should state the most noticeable qualities
or features. Generally, you are expected to write a response two or three sentences long.

Evaluate – when a question asks you to evaluate something, you should do so putting forward arguments
for and against something. Generally, you are expected to write a response one or two paragraphs long.

Examine – when a question asks you to examine something, this is similar to “analyse”, where you should
provide a detailed response with key points and features and provide critical analysis. Generally, you are
expected to write a response one or two paragraphs long.

Explain – when a question asks you to explain something, you should make clear how or why something
happened or the way it is. Generally, you are expected to write a response two or three sentences long.

Identify – when a question asks you to identify something, this means that you are asked to briefly describe
the required information. Generally, you are expected to write a response two or three sentences long.

List – when a question asks you to list something, this means that you are asked to briefly state information
in a list format.

Outline – when a question asks you to outline something, this means giving only the main points, Generally,
you are expected to write a response a few sentences long.

Summarise – when a question asks you to summarise something, this means (like “outline”) only giving the
main points. Generally, you are expected to write a response a few sentences long.

Issue date: 30/01/2019 Page 7 of 13

 Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287

Assessment Task 1 Instructions

Provide answers to all of the questions below:

1. How does the following legislation relate to you when managing workplace relationships?

Answer may include, but is not limited to

Equal Opportunity Act

2010 (Cwlth)

Anti-discrimination
Age Discrimination Act
2004 (Cwlth)

Disability Discrimination
Act 1992

Human Rights and Equal

Opportunity Commission
Act 1986

Racial Discrimination Act

1975
Sex Discrimination Act
1984

2. Case study

You are the CEO of Green Tree Fine Foods. Green Tree Fine Foods is a speciality provider of organic
gourmet food and ingredients. It is a young business having been established for only 2 years, but it is
experiencing unprecedented growth.

To date it has not developed any policies and procedures that focus on work relationships and human
resources. However, due to the increase in staffing you realise that you can no longer operate as if a simple
‘family style’ business. There needs to be formal structures in place to support the development of effective
work relationships within Green Tree.

You need to prepare a paper for Green Tree’s Board of Directors, seeking its approval for this new
approach. Your paper needs to explain how systems, policies and procedures can support the development
of effective work relationships with a focus on interpersonal styles, communications, consultation, cultural
and social sensitivity, networking and conflict resolution. (1.5 -2 pages in length)

3. Personal Assessment and Self Reflection

Effective working relationships are based on understanding oneself and others, and on a collection of
attitudes that underpin interpersonal skills and techniques.

These questions ask you to consider how you work with others and how you show yourself to be a person of
integrity such that in a work situation your behaviour inspires the trust and confidence of others.

Issue date: 30/01/2019 Page 8 of 13

 Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287

3a. You are to identify and list what you believe are some of the key factors in a professional work situation
on gaining and maintaining the trust and confidence of colleagues and others.

3b. Assess yourself against these factors and where possible provide an example from a work situation that
you may have experienced

3c. Australia is a multi-cultural country and its effective functioning requires respectful communication. In the
workplace we may need to adjust our own interpersonal communication style to accommodate cultural
diversity and the ethical environment. Provide 2 examples from your personal experience of a work
environment where you have adjusted your interpersonal communication style. What adjustments did you
make?

3d. From your personal experience of a work environment describe how you could guide and support a work
team in adjusting to a diverse cultural and ethical environment

4. Develop a Code of Conduct

You are to undertake research and develop a draft Code of Conduct for a workplace (1 page)

5. Networking
a. Describe the formal and informal networks within a workplace, and how they can impact on
planning team outcomes. (50-100 words)

b. Describe 3 networking activities you are intentionally involved with - that is - networks you actively
schedule time to participate in. For each activity, describe its benefit. (Consider team meeting,
social networking, social media groups, professional associations etc.)

c. What activities can you schedule and undertake to ensure that effective internal and external
workplace relationships are developed and maintained?

Issue date: 30/01/2019 Page 9 of 13

 Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287

Assessment Task 2:
Task summary
There are 3 workplace scenarios, including 2 role plays. Please read each carefully and answer the
questions, complete the activity that follow.

You must complete all tasks correctly and in accordance with the instructions given.

Required
 Access to textbooks/other learning materials
 Computer and Microsoft Office
 Access to the internet

Deliver
 Participate in a role play with the AllGo HR team (class members
 Participate in the role play with the HR team issue raised in video

Submit

All the questions.

Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all
of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete
further assessment to demonstrate competence.

Re-submission opportunities
You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have
satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you
written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with
unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any
part of this task or if you have any learning issues or needs that may hinder you when attempting any part of
the assessment.

Issue date: 30/01/2019 Page 10 of 13

 Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287

Assessment Task 2 Instructions

SIMULATED WORKPLACE SCENARIO 1

As the AllGo Marketing Call Centre Team Leader you have called your regular fortnightly team meeting. You
need to share with the team that your manager has advised you, and asked you to share it with the team,
that call waiting time has increased from less than 1 minute to 3.5 minutes over the last 6 months. The call
waiting time has also been raised as an issue by call centre operators as well as clients. Complaints about
the level of service have increased by 12% over the past 6 months and now number 8 each month. See the
AllGo Marketing KPI Performance Levels for Last 4 Quarters in the Call Centre Operator Briefing
Information.

You are seeking to encourage your team members to have input into the operational aspects of the Call
Centre and you have decided to seek the teams ideas on how to reduce call waiting time. You also wish to
share with them 2 strategies that you have developed to ensure team members have the opportunity to
contribute to issues related to their work role and to ensure that any concerns they may have are recognised
and addressed promptly or referred on. You are also interested to gain the team’s opinion as to whether the
fortnightly meeting is an effective method of communicating with them about the team’s performance.

You are to:

1. Draft an email to all team members seeking their opinion as to whether the fortnightly meeting is an
effective method of communicating with them about the team’s performance and if they have any
suggestions for improving the communication process
2. Develop and document in a report for your manager 2 strategies that will ensure team members have
the opportunity to contribute to issues related to their work role and to ensure that any concerns they
may have are recognised and addressed promptly or referred on
3. Outline your approach, as set out in the report to your manager, to management on facilitating 2 way
communication and encouraging feedback to employees about the outcome from consulting with them
to seek their ideas
4. Document these activities in a 2 page report to be sent to your manager (your trainer) that contains:
 A copy of the email sent to team members
 The two strategies you developed that will ensure team members have the opportunity to
contribute to issues related to their work role and to ensure that any concerns they may have are
recognised and addressed promptly or referred on
 Information on your approach of facilitating 2 way communication with management to
encourage feedback to employees about the outcome from consulting with them to seek their
ideas

You are to email this report to your assessor within 1 week of completing this assessment

SIMULATED WORKPLACE SCENARIO 2 ROLE PLAY

You are a Team Leader at AllGo, a large marketing company. AllGo has decided to participate in a scheme
to hire more people with disabilities and has set a quota of 10% new hires to be people who identify as
having a disability. The company has also identified a range of jobs that are suitable for people with a
disability.

To support this new initiative AllGo, has asked you to work with the Human Resources team to increase
their understanding of disability issues and appropriate recruitment practices. Your initial survey of the team

Issue date: 30/01/2019 Page 11 of 13

 Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287

has shown that no one on the team has received any previous training or has a knowledge of disability
issues.

The cast
Team Leader – you
AllGo HR Team members - fellow class members

Resources
Your assessor will allocate class members to form the Human Resources team for this role play and provide
each team member a copy of the Recruitment of Staff with a Disability Policy and Procedure, Recruitment
and Staff Selection Policy and Procedure and Job Description for Human Resources Team Member

Instructions:
You are to participate in a role play with the AllGo HR team (class members). The aims are to:
 provide the team with support to implement the new Disability Hiring Policy
 provide them with training on the issues involved

You have 20-25 minutes for the role play.

You are to:

1. Research YouTube and/or TED talks and select an appropriate video to increase the team’s
understanding of disability and recruiting people with a disability
2. Ensure each HR team member has a copy of the Recruitment of Staff with a Disability
Policy and Procedure
3. Show the video and conduct a discussion – link the Recruitment of Staff with a Disability
Policy and Procedure with the information in the video
4. Discuss the implications of the new policy on AllGo’s recruitment practice
5. Summarise the discussion and describe what support AllGo will provide to the team to help
them achieve the program’s objectives

Participate in the role play with the HR team using the information provided above:
1. Show the video to your HR team and conduct a group discussion with the team about the issues
raised in the video
2. Link the issues raised in the video to AllGo’s disability hiring policy and discuss any issues or
concerns that may affect the implementation of the policy

SIMULATED WORKPLACE SCENARIO 3 ROLE PLAY

You are a manager at Australian Hardware. You have had a steady team working with you for the past 3
years, that was until 2 weeks ago when Johnny left. Johnny was a stable part of your team, one that was
always happy, helpful and placed a great value on the importance of team work.

Now that Johnny has left, you have recruited Sam. Whilst Sam has not had a lot of experience, she is
making an effort to both fit-in and pull her weight. Sam is 31 years old and a new immigrant from England
with 3 months experience in hardware and homeware.

Alan - (your assessor) is a 43 year old Caucasian male with 12 years’ experience in the hardware industry.
He is not happy that Sam is on his team. He is used to meeting his targets, but with Sam, this is not as easy
as it once was. As a result, Alan has been fairly abrupt with Sam in all communications, which is making
Sam very uneasy. Sam has approached you about the problem and you have decided that you need to
speak with Alan.

Issue date: 30/01/2019 Page 12 of 13

 Southern Cross School of Business
Student Development and Learning (SDL) Academy Pty Ltd
CRICOS Provider Code: 03523D I RTO ID: 41253 | ABN: 95155625924
Level 2, 1-3 Fitzwilliam Street Parramatta NSW 2150
Level 3, 531 George Street, Sydney, NSW 2000
Ph: 61 (2) 8937 0506 & 9633 3287

The cast
Manager- you
Alan – your assessor

Resources
Your assessor will provide you with a copy of Australian Hardware diversity policy, procedures, harassment
and complaint procedures.

Instructions
You are to participate in a role play with your assessor who will undertake the role of Alan. The aims are:
 Address the issue of Alan’s abrupt communication with Sam and the discomfort this is causing
 Identify any prejudices at play
 Develop an action plan for Alan to help address difficulties
 Coach Alan on how to deal with the issues identified (implement the plan)
 You are to submit the Action Plan

You have 30-45 minutes for the role play

Student Appendix
AllGo call centre Allgo Marketing Allgo Marketing- Australian Hardware Job Description for HR
operating briefing Staff Recruitment Disability -Policy Document team members
Policy document

AllGo Call Centre AllGo Marketing AllGo Australian Job description for
Operator Briefing Information.docx
Staff Recruitment Policy.doc
Marketing-Disability Policy
Hardware
and Procedures
- policy documents.docx
VMay 17.docx
HR team member.docx

Issue date: 30/01/2019 Page 13 of 13