BSBLDR502 Lead and manage effective workplace relationships

Learner Instructions 2
(Respond to scenario-based questions)

Submission details

Students Name Charmaine Cresencio

Student ID TWICC8749

Group

Assessor’s Name Shirin Vora

Assessment
Oct. 15 , 2020
Date/s

Task 2
For the following scenario-based questions, put yourself in the
position of the new Brisbane Branch Manager and answer the
questions accordingly. These four questions that follow are mini
style report questions with a maximum of 600 words for each one.
The questions need to be answered in a concise manner and have a
clear direction without ambiguity.
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? What sorts of areas will
you need to cover and how can you set out to resolve the issues. Advise
employees of their obligations when working for JKL.

In your written response to the above question:

a) Describe at least two pieces of JKL Industries’ policy or procedure that
conflict with the team’s behaviour towards the employee.
b) Identify the relevance of one piece of relevant legislation. Name and
discuss why this legislation is important and how it can link to this
organisation.

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c) Describe how policies and processes can help to promote cultural

diversity, ethical values and relationship-building. Such as
acknowledging religious and other cultural celebrations amongst staff.
d) Describe any changes or additions you would make to JKL Industries’
policies, processes or communications to further promote cultural
diversity and ethical values. Consider the way words have been used
and what items are important in the policies.
e) Describe how you would approach the team and any suggestion you
would make to resolve the issue fairly and consistent with organisational
policy. Consider a new code of conduct, new policies, negotiation
meetings and so forth.
QUESTION 2:

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

meet with the team (Your assessor) to directly address the behaviour.
How would you prepare for and approach this meeting?

In your written response to the above question is the need to resolve the issue
quickly:
a) Describe what potential problems you may anticipate from the team in
bringing attention to the issue in the scenario. Such as Win Lose
situations and the blame game.
b) Describe how you would confront the team with their unacceptable
behaviour, while maintaining trust and avoiding the impression of taking
sides. You may wish to consider your leadership style here.
c) Describe your standard or default communication style. What
communication style would you consider adopting for this scenario?
Such as face to face and being assertive.
d) 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.

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ANSWER

JKL Industries has their own policies and procedure to set the values of the
employees with specific legislation. It follows equality policy in the
organisation but it creates issues in the team. The experienced members of
the team want to get more opportunity than inexperienced ones and it
creates conflict within the team.

On the other side, performance management policy of the organisation is

based on the feedback of the managers. When the manager would not
provide good feedback the staffs thinks that they are trying to discriminating
them and creates conflict in the team. The relevant legislation can be Racial
Discrimination Act 1975. The main purpose of this policy is to underline the
company’s dedication to eliminate all types of harassment and bullying at the
workplace. Racial discrimination happens under an organisation when
someone is treated less fairly than someone else in a similar situation
because of their ethnic origin, nationality or religion. In this scenario, the
employee has felt secluded and disappointed in not accommodating with
other team members in this year’s Christmas celebration.

A workplace that is a courteous, respectful and fair that put values in

individual differences is an important aspect in creating positive workplace
culture. Managing equality and diversity is a significant component of
managing staffs and respectful culture that can enhance the performance of
employees. JKL industries wants that their employees and respect the
values of the organisation. They have set Code of Ethics. According to
Jones & Kelly (2014), these ethics include performance excellence, personal
and professional development, sustainability and diversity. The employees
need to act according to the relevant legislation and act according to the
reputation of JKL industry. Privacy Act 1988 is another policy that is dealt
with the personal information. Avoiding conflict, resistance in change could
be dealt with transfer of personal information.

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The employee faced issues in accommodating, as the person is non-

Christian. The employee felt excluded. It is the sign of workplace seclusion.
It happens when the team does not have proper communication. Cultural
diversity creates issues in some of the cases. The problems in the team are
employees cannot recognise the workplace culture. Workplace culture may
create better employee relations. Workplace culture policy creates better
productivity in an organisation. In a team, there can be several ethnic groups
and religious believers; however, a good partnership can bring professional
synthesis. Differences in religion can cause division, especially during the
times when workers have no work or are in holidays. These cultural
differences hamper in believing togetherness. The reason behind this is
possibly the potential inability to communicate with others effectively that has
come from various backgrounds.

Team management is the skill of an individual within an organisation to

administer or coordinate the performance of tasks. When a team has issues
in religions, cultural diversity, communication gap, they need a complete set
of objectives or guidelines to follow. The first thing that the team needs is the
communication among all. The team needs to build a good communication in
workplace and in outside of the workplace through social media.
Performance appraisal could be an effective way to manage a team. In order
to teach them in working unified manner, motivation could be helpful.
Bringing about a sense of togetherness can be an effective tool. Rewarding
all with their respective roles could be helpful. Managing disciplines among
team members with trust is helpful method to bring the team in a single row.
As a manager, team members need to have clear idea about their allocated
works.

In this scenario, analytical communicator role would help. Analytical leader

takes specific language and they speak in very direct manner. This

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communication process is unemotional. The team members are from

different cultures, in this scenario, personal communicator role could help.
Manager could take the style of personal communicator when
communicating with employees personally with warm and chatty talks.

Learner previously managed the workplace conflict scenario greatly.

Workplace communication is a process of exchanging information with
verbal and nonverbal ways. Planning is important before speaking with
employees in mitigating conflict. The leaders need to have patience as the
employees may come from different background. The balanced and positive
talk helped previously. Direct and honest judgment helped in previous
occasions with practicing specific examples of the team’s mistake. Allowing
the employee to steer the conversation would help .

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 ?
Answer :

As a manager it is noted that there are several issues regarding networking

JKL Industry. The goal of the organisation is to expand the business among
more number of people. However, it would not be achieved if their is no
good relationship with internal as well as the external people who are
attached with the.

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Internal people refer to the staffs of the organisation and stakeholders, and
customers are the external people. While there is collaboration among the
people, they would provide quality performance to the organisation. On the
other side, by creating good network with the suppliers and customers, the
organisation would be able to fulfil its professional goal. It is beneficial for
JKL industry to implement supply chain management network in the
organisation. As it is a truck manufacturing company, it needs to make good
relation with the suppliers to fulfil its business objectives.

The learner has joined in an organisation where the staffs are not aware of
the internal and external network and how they are connected with each
other. Even they do not have any knowledge how to use interpersonal skills
as well as intelligence to resolve networking issues. They do not have the
social platform to discuss the professional skills and perspectives. In this
situation one can stress on making stronger relationship among the internal
and external stakeholders through communication and cooperation.

They are made aware of the fact that their contribution would help the
organisation to make a stronger network and achieve the goal of the
organisation. The result is excellent. The internal and external stakeholders
of JKL Industry take positive steps to solve the issue regarding network and
collaborate with each others. Being the manager is quite satisfied but it is
needed to make the network stronger by collaborating with the internal and
external stakeholders of the organisation.

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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.

Consider developing an action plan to address any identified difficulties. This

could mean ensuring that conflict is identified and managed constructively.

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Answer:

Sam and Alex both have problems to fulfil the professional objectives. In this
situation they need guidance to resolve the issue that they are facing in their
jobs. In order to realise their professional goals they need to make it
understand that customer satisfaction is the primary objectives of an
organisation. In order to satisfy the customers, they need to deal with the
customers strategically and calmly.

First, it can be suggested to them to change their style of communication

with the customers so that they are easily convinced to buy the products.
On the other side, they need to describe the features of the products in such
a way that customers are interested to buy the products. Sam has missed
delivery dates in several times. One can make it understand to Sam the
importance of delivery dates and how it helps gain faith of the customers
towards the organisation. On the other side, Alex thinks that the customers
are ‘fools’ and they do not understand the importance of a good deal. In this
situation, it can be explained to him the point of view of a customer and then
convince them about the necessity of the product and the deal for them.

Sam and Alex need to understand the performance metrics. This is the
evaluation process to understand the employee performance, effectiveness
and productivity. Metrics numbers measure some specific things like,
organisational performance, customer satisfaction and cost management.
Sam and Alex need to realise the promotional activity. The management
may allure them to understand the promotional activity.

A promotion may generate a long-term goal that the employees can work for
overtime. Management can expect Sam and Alex can find a management
position. They are not managing their role well. Their career goal needs to
be set and this is required to set a series of short time goal. The training and
development method can be helpful for anyone to set the career goal.
Specific knowledge, education and degree could help employees to meet
the professional goal. In organisational goal, these processes are included
with short, medium and long term perspectives. In three months, the
organisation can take the financial account and enhance communication to

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Sam and Alex.

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Appendix 3: Networking plan
Networking activity
Creating reminder
Copy the issues that he has
faced
Asking customers for
referrals
Listen requirements of
customers
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BSBLDR502 Lead and manage effective workplace relationships
Person Schedule Description/rationale for networking activity
Sam Month 1 and 2 Sam has missed out several delivery dates and it affects the
overall sales of the organisation. If Sam creates a reminder and
note down what he needs to deliver on which date and go through
it on regular basis then he would not miss the delivery dates and
deliver it on time to the customers.
Alex Month 1 and 2 In most of the cases, Alex thinks that the customers are not able to
understand the importance of good deals with him. If he copies the
issues, under what circumstances he customers would not want to
buy products then in future he would be able to deal with the
situations easily.
Sam Month 2 and 3 Sam is not able to sales the products for his behaviour. In such
month circumstances he can ask the customers for referrals and sales
the products to them. By doing it, he would be able to sale the
products to a large number of customers.
Alex Month 2 and 3 Alex first needs to listen the requirements of the clients
properly and then buy the products. While he would hear the
requirements of the clients he would be capable to
understand what kinds of products the customer wants from
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him and present the product to them. By improving the

listening skills, he would be able to sell the products properly.

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