YEE SIN MUN MEI 2385

BSBLDR402 Lead effective workplace relationships

Assessment Task 1
1. Give examples of two positive workplace behaviours that should be used by managers to
assist in achieving business performance.
 Always communicate with team member on the skill contribution
 Always cheer and motivate team member on the participation in team discussion

2. Give examples of two workplace behaviours that should be avoided by managers.

 Avoid bias
 Do not indulge in any form of dispute

3. Explain why a positive workplace culture is more likely to assist in achieving desired
business performance than a negative workplace culture.
Positive reinforcement is the process of praising jobs in the workplace rather than or after
condemning poor efforts. This is a tool manager who can motivate his / her staff to work
well and meet the expectations of his / her manager. A positive workplace culture tends
to increase efficiency, particularly when the management and small business owner
demonstrate that it can have a dramatic effect on the whole workforce.

4. Explain how knowledge of other cultures can assist in developing effective workplace
relationships and give an example to support your answer.
Cultural intelligence is the capacity of someone to react to different cultures and to realize
the beliefs, values, behaviours and attitudes of people. Knowledge of other cultures can
help to build relationships in the workplace because it help you to know others and to
communicate appropriately with them. This helps to create a harmonious place of work.

5. Explain how a manager can build the trust and confidence of their team.
The Group members can establish and trust open communications with all members of
the team, as well as with other organizational and external stakeholders, such as
customers or suppliers. For appropriate assessment results, feedback may help to build
the morale and confidence of the group.
6. Explain how knowledge of interpersonal styles can assist in building positive workplace
relationships. Give an example to illustrate your answer.
An individual can quickly develop support and interact with others by understanding a
person's personal style. Many relational types are practiced to establish productive
organizational partnerships, such as: -
 Positive Thinking – Positiveness is appealing and infectious and will strengthen
your friendship with your colleague. One likes to be around someone who is
always pessimistic
 Appreciate - Express thanks when anybody assists. From the assessor to the
workplace manager, everyone wants to feel their job is respected. Compliment
people sincerely when they do something better. It opens the door to good
working ties.
 Active in Listening - Practice effective listening while communicating to any
customer and any friend. People answer those who hear what they really have to
say. Concentrate on listening more than talking, and it can quickly make
someone willing to be trusted.
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BSBLDR402 Lead effective workplace relationships

 Focus on Emotional Intelligence - Take time to develop emotional intelligence. It

is also the ability to recognize one's own emotions and to understand clearly what
they are saying. High emotional intelligence can also help to understand other
people's emotions and needs.

7. Discuss five benefits of networking in relation to building positive workplace relationships.

 Allow employees to make and support professional connections - Your workers may
improve their professional relationships with people outside the business through
social media sites. These connections can then contribute to resources that would not
otherwise be open. More and stronger interactions can contribute to sales /
investment in work, business opportunities and new ideas.
 Allow Employees to ask question and solve problem on work - Social media may
assist workers with a difficult job issue. If an employee has a problem that they can
not seem to solve, the answer can be social media. It is a simple and fast way to find
several possible solutions to ask a question about social media. Although none of the
solutions is used to solve the problem, the knowledge they give could trigger a new
approach.
 Enable employee to have a mental break - This is why, according to the PCR report,
the number one intent worker used social media at work. It should not be discouraged
to take an occasional metal break from work. Many employers already encourage
employees to make brief, regular breaks during their work. This simplifies these
breaks by allowing employees to use social media. Workers can now take a break
from the journal and disrupt other workers by speaking to them instead of going for
the break room.
 Enhance employee recognition and retention - Social media is an excellent way to
recognize achievements both internally and externally. Social media companies can
recognize outstanding performance, anniversaries of work and new contracts. This
recognition enables team members to interact and cohesive teamwork.
 Improve the information and delivery - Compared to number three, workers use social
services as a means of communication to learn and provide data related to work. The
social media at work is another place for workers to find information about the
workplace or to discover new knowledge they may demand through their jobs.

8. Explain two techniques that can be used to promote diversity in the workplace.
 Striving to hire a more diverse workforce.
 Diversity learning can be used by all workers to develop employees ' diversity
awareness.

9. Identify legislation relevant to your state or territory that ensures that bullying does not
occur in the workplace and explain the negative impact of bullying on workplace
relationships.
The Work Health and Safety Act 2011 provides a framework to safeguard the safety,
health and welfare of all employees. It also ensures the health and safety of all others
who may be impacted by the job. Increased mental illness, sleep disturbances, women's
exhaustion and male loss of vigour, depression and anxiety, transition issues, and even
work induced suicides are all emotional issues.
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BSBLDR402 Lead effective workplace relationships

10. Identify and explain an example of a workplace policy and procedure that can assist in
creating effective workplace relations.
Equal opportunity management policies can be developed and implemented to insure that
workers are hired, treated on an equal footing and thus lead to a healthy and harmonious
workforce.

11. Explain how a workplace Code of Conduct can assist in promoting positive workplace
relationships. Give an example to illustrate your answer.
Managers need to lead by example to ensure that the workplace is free of harassment,
abuse and unlawful discrimination. The Code of Conduct prevents this situation. The
Code of Conduct contains all the principles and workplace ethics. The organization can
be ensured as a healthy place of work.
12. Describe five methods of communicating information to a team.
(1) Email - Communication via email remains powerful in official settings. It allows team
members to pass messages without pulling them out of their workplaces
(2) One to one communication - Researchers was able to demonstrate that certain
people understand best if you pull them aside and talk to them.
(3) Presentation - Many people can easily interpret signals if images or noises are
involved. Using presentations such as Microsoft Power Point to the team will provide
them with the opportunity to refer to it if certain things are not clear.
(4) Meeting - It is easier to communicate your enthusiasm by open meetings and how
you think to your group. We won't just hear what you say in this kind of room, we will
also see and experience it. This strategy is still one of the easiest ways to
communicate with a team efficiently.
(5) Training - Communication by learning should be customized to provide the team
members with certain details.

13. Describe the advantages of face-to-face communication.

 Easy to convince people
 Build stronger connection
 Understand better the non-verbal communication
 Save time and more effective
 Create more team participation

14. Describe three effective communication techniques.

 Keep an eye contact to show the speaker that you hear what they say
 Effective listening strategies that show empathy and affirm the comprehension of
what has been said.
 Provide messages clearly and concisely so that receivers can understand the
message.
15. Outline the key steps that should be followed to identify and resolve workplace problems.
 Regular communication with employees
 Provide solution quickly on every problem
 Understand clearly on each problem
 Evaluate every action taken
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BSBLDR402 Lead effective workplace relationships

16. Explain three methods of resolving conflict at work.

 Discussion on the ways to meet the goals: This includes listening, communication and
brainstorming.
 Clarify what is the disagreement on the issue - Clarifying requires finding the center of
the fight. The goal of this move is to ensure that both sides agree on what the conflict
is.
 Develop a common goal for each party - All sides agree on the desired result of the
dispute in this step of the process.

17. Explain two methods that can be used to manage poor work performance.
 Formal - Join the worker to speak about the quality of the task including why poor job
output is an issue and how it impacts the workforce.
 Informal - Discuss the poor performance of the workforce and identify the problem
and potential solutions.

18. Explain two methods of monitoring work performance and how to analyse and improve
work relationships based on the information from the monitoring.

 Meeting regularly – Continuing development can be addressed between staff and

their superiors. Development data can be measured and steps can then be
implemented to strengthen working ties.
 Targets - Could be used to assess measures of work performance. If the explanations
why they were not reached should be examined and action taken if necessary.
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BSBLDR402 Lead effective workplace relationships

Assessment Task 2

1.Organise Meeting
2. Conduct Meeting

Meeting Date: 04 February 2020

Meeting Time: 30 minutes

Attendees: Sales Manager, Sales Team

Chair: Operation Manager

Please bring and/or

-
read:

Agenda Items Time Allocated

1 Welcome and apologies 5

2 10
Items from previous meeting (delete if not applicable)
2.1 Reviewing complaints and issues
2.2 Customer Service Information
2.3 Discuss ideas for customer service improvement
2.4 Feedback
2.5 Training needs

3 Items for discussion (list) 25

3.1 Customer service staff are unable to provide adequate product advice.
3.2 Customer service staff are not friendly at times.
3.3 Lengthy wait times on the telephone to discuss products or chase up
deliveries.
3.4 Differences between delivery time stated and actual delivery time

Meeting Summary
Cricket Equip, as we know sells cricket supplies and equipment on Australia's website. We should find
ways to improve customer service, as several customer complaints have been issued lately. The key
issues of the complaints to be addressed during the meeting:
 Customer service staff are unable to provide adequate product advice.
 Customer service staff are not friendly at times.
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BSBLDR402 Lead effective workplace relationships

 Lengthy wait times on the telephone to discuss products or chase up deliveries.

 Differences between delivery time stated and actual delivery time.
Creating good relationships with customers is the key to better customer service. Thinking about the
consumer and encouraging an optimistic, helpful and friendly atmosphere would make them feel
good. A happy customer always visits and will probably spend more, remain patient and help to
achieve the organization purpose.
To provide the best service, we should know our clients well, give them time to consider their needs
and try to meet them, follow up with positive and negative reviews and explore continuous ways of
improving the customer service they receive.

There are some ideas for enhance the customer services including: -

Improve Customer Relationship

 Tell consumers how you appreciate their needs by active listening methods to validate or
explain what the consumer has said.
 Go the extra mile. Offer to customer know that the promotion that they are likely interested.
 Conduct a survey to customer regarding their experiences with the company.
Staff
 People must use exceptional communication skills. For instance, staff must be friendly and
courteous, can clearly and concisely explain the information and answer questions clearly and
concisely.
Product
 Staff must have a good knowledge on the products
 Recognize products features and promote to the customer on the product
Delivery
 Always meet the promised delivery time. If the delivery time is not maintained, the system for
delivery shall be investigate and improve
 This is an opportunity for workers to give their feedback on how to enhance customer service.

Cricket Equip has a $1,500 per employee annual professional development budget. Customer
service-learning requirements or training opportunities found may typically include: customer service
education, regular brand knowledge sessions and preparation in communication skills.

Specific Training Option: -

training by an external provider at the premises of the company

The company can offer internal training on customer service in a number of areas, including Customer
Staff Rels, Advanced Customer Staff Relations, Supervisors and Managers Customer Relations and
Customer Difficulties.

Duration: 1 Days
Cost: $500 per person

Short Course of Customer Services

The company can also offer an interactive customer service workshop entitled Exceeding
Expectations. The course summary says, "Providing exceptional customer service" is one of many
companies ' most desired yet challenging goals.
Customers are now more educated than ever with the ability to check anything you have to tell or do
with your mobile. All of them once again has a specific sense of what "customer service" represents
for them.
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BSBLDR402 Lead effective workplace relationships

This course should help you realize the basic principles of excellent customer service, whether you
connect in person, on the telephone or via e-mail.

Duration: 1 Days
Cost: $550 per person

Formal Qualification of Customer Service

Staff may obtain a specific certification for consumer engagement.

The Open Learning Center provides it, for instance. The learning seeks to provide realistic skills and
knowledge to function in a number of consumer positions. The course appears to be aimed at people
without skills in the field.

Duration: 8 to 12 hours (6 months, Online course)

Cost: $2,100 per person

3. Meeting Report

Dear Sales Manager,

Good Day.

I would like to inform you that the outcome of the meeting which held with the sales team on Lead to
Effective Customer Services.

The discussion was highly valuable and we addressed the key issues resulting from customer
complaints.

The key issues of the complaints analysed during the meeting:

 Customer service staff are unable to provide adequate product advice.
 Customer service staff are not friendly at times.
 Lengthy wait times on the telephone to discuss products or chase up deliveries.
 Differences between delivery time stated and actual delivery time.
We want to offer the best quality customer service so that we have explored a wide range of ways to
enhance our customer service.

Thus, I believe that the better way has an improvement on the customer services are: -

 Design and implement a customer survey to classify the experience of consumers with
Cricket Equip and know more about customer needs.
 Organize training for employees in customer service skills.
The potential training option are as follow: -

i) Training by An External Provider At The Premises Of The Company

The company can offer internal training on customer service in a number of areas, including
Customer Staff Rels, Advanced Customer Staff Relations, Supervisors and Managers
Customer Relations and Customer Difficulties.
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BSBLDR402 Lead effective workplace relationships

Duration: 1 Days
Cost: $500 per person

ii) Short Course Of Customer Services

The company can also offer an interactive customer service workshop entitled Exceeding
Expectations. The course summary says, "Providing exceptional customer service" is one of
many companies ' most desired yet challenging goals.
Customers are now more educated than ever with the ability to check anything you have to
tell or do with your mobile. All of them once again has a specific sense of what "customer
service" represents for them.
This course should help you realize the basic principles of excellent customer service,
whether you connect in person, on the telephone or via e-mail.

Duration: 1 Days
Cost: $550 per person

iii) Formal Qualification of Customer Service

Staff may obtain a specific certification for consumer engagement.

The Open Learning Center provides it, for instance. The learning seeks to provide realistic
skills and knowledge to function in a number of consumer positions. The course appears to be
aimed at people without skills in the field.

Duration: 8 to 12 hours (6 months, Online course)

Cost: $2,100 per person

We need periodic product information meetings for employees to keep them up to date with the
product range and functions.

We could enhance delivery times by analysing the current product delivery system.

It would be good, if we could meet and discuss these issues. I am look forward to hearing from you.

Best Regards,
Operation Manager
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BSBLDR402 Lead effective workplace relationships

4. Provide Feedback to the Team

Dear Team Members,

Good Day.

Please be informed that several issues concerning Complain Management and Active Customer
Services have been found after the last LEAD TO Active CUSROMER SERVICE meeting After a long
argument, it has been agreed that you all often have to take part in the specialized growth projects
recommended by senior managers. We may all also organize training programs in-house.

Thank you for your attention. Please do not hesitate to contact me if you have any enquiries.

Best Regards,
Operation Manager
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BSBLDR402 Lead effective workplace relationships

Assessment Task 3

1. Discuss the conflict resolution process that you would use to resolve the workplace situation.

As team manager, we understand that there is always a conflict at work. We must talk to them
separately (Beryl and Yuko) and give them advice as the best solution in this case. As a management
team, they need to listen carefully to what they need and report the response. As a beryl problem we
should advise her that in Australia there is a rule to be followed Everyone is entitled to their culture or
accent according to the Racial Discrimination Act 1975.

2. Discuss the range of actions that could be taken to resolve the workplace situation.

Clear conflict management methods will stop most disputes in the workplace from worsening. Stress
on the part of staff and many related health concerns, as well as workers ' insurance and harassment
claims, can be avoided by administrators who act quickly to resolve issues between subordinates and
themselves and colleagues.

Meet with the person involved in the conflict separately - Get a good understanding of the problems
before you try to take steps. We often have very different views of what has occurred.

Act Immediately - Conflicts are not gone. Unresolved conflicts can lie dormant only on another
occasion for days, weeks or months.

Decide whether to mediate or to ask in other for helping - After you have discussed the problems with
everyone or both of the involved individuals, decide whether you can mediate or need the assistance
of HR or external mediators.

3. Discuss the action/s you think would work best to resolve the situation.

 Understand the interests of everyone – this step that is always omitted. Interest is the
demands you want to meet with any solution We sometimes disregard our true interests by
binding ourselves to a specific solution.
 Issue identification – always clear to know what is the problem and different person will have
different point of view of what are the problems.
 Come out with the list of possible solutions – having a brainstorming and there might be lot of
room for creativity.
 Option Evaluation – what are the advantage and disadvantage of each options. Thus, come
out with a most suitable solution.
 Agree on contingencies, monitoring and evaluation – there are a lot of unexpected situation
will be happened. Thus, contingencies is important on the foreseeable future circumstances.

4. Discuss how you will monitor this situation to ensure the problem is not recurring.

In order to ensure that the problem will not recurring, we will keep observe both of them in the
workplace. Other than that, it is necessary to have a meeting periodically to discuss the issue. Other
than that, we can collect feedback from other staff which able to improve the solution to best fit to
resolve the problem.
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BSBLDR402 Lead effective workplace relationships

Assessment Task 3 Part B

1. Prepare for Meeting

Dear Yuko,

I am writing to you regarding to your sick leave. As your sick leave has affected all the deadlines on
your work progress. Please be understand that your responsibility in our company that it is important
to be done the job on time. All your problems with Beryl had the final decision, which you will both
follow.

Please come to Conference Room 1 for meeting on 1 February 2020 at 10.00 a.m.

Best Regards,
Yee Sin Mun

2. Conduct A Meeting with Yuko

3. Send a follow up email to Yuko

Dear Yuko,

Based on the Meeting on this morning, due to your sick leave caused the pending job are due all the
deadlines. With this issue, you are not allowed to take any leaves in this year and any sick leave.
Besides, I have made the decision on the issue between you and Beryl. Both of you are required to
follow all the decision.

Thank you for your co-operation.

Best Regards,
Yee Sin Mun
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BSBLDR402 Lead effective workplace relationships

Assessment Task 4

1. Identify a network

Open2Study offers free, specialized short courses in a range of topics, all online, worldwide.

2. Report on Network

Dear Sir,
This is to notify you that I joined Open2study recently. It is built on an online platform.
The headquarters are located in Melbourne. They offer many free courses in different areas.
The duration of the course is also very short but highly effective. Of example, personal benefits
involve cultivating own knowledge and skills, entering job networks, building relationships and
widening horizons. I may informally brief my group on the progress, via face-to-face contact or a
report or text.
The following courses are available on their website: https:/www.open2study.com/. Looking forward to
your reply.

Thank you.

Best Regards,
Operational Manager

3. Participate in Network Opportunity

Details of the networking activity:

Title: LEAD, Leadership: Identify, Influence and Power

Websites: https://www.open2study.com/courses

Date: 4 February 2020 to 1 March 2020

Time: Online Courses

Duration: 4 weeks

What did you most like about the networking activity?

 Able to access to the course anytime

 Three to five study hours per week
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BSBLDR402 Lead effective workplace relationships

 Teaching Material (Video) are details

 Free of cost

What did you least like?

 Study material are limited.

What benefits did participate in networking activity provide to you?

I can learn the knowledge as follow: -

 Explain the 4 efficient leadership rules
 Describe the ties between leaders and supporters
 Describe where, how and why leadership failures
 Explain the differences between control by others and influence by others
 Describe the attribution failure issue while debating leadership.
 Explain the important differences and similarities between leading theories
 Understand how to implement the 3 management strategies