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Learner Assessment PackLead and Manage Effective

Workplace RelationshipsBSBLDR502

Learner Assessment Pack

Precision Group (Australia) Pty Ltd44 Bergin Rd, Ferny Grove, QLD, 4055Email: [email protected]: www.precisiongroup.com.au

© Precision Group (Australia) Pty Ltd

BSBLDR502Lead and Manage Effective WorkplaceRelationships

Content in the Assessment Pack has been reproduced with kind permission from material produced and owned by the Department of Education, Training and the Arts.

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69BSBLDR502 Lead and Manage Effective Workplace Relationships

Learner Assessment Pack © Precision Group (Australia) Pty Ltd

Table of Contents


71 Assessment DeliveryLearner Information

Steps for Learner

Assessment Agreement

75 AssessmentTasks

Context

Assessor Feedback

91 RecordingRecord of Assessment




Learner Assessment PackAssessment Delivery


72 BSBLDR502 Lead and Manage Effective Workplace RelationshipsLearner Assessment Pack © Precision Group (Australia) Pty Ltd

Learner InformationEach Learner Assessment Pack is made up of three parts:

Assessment Delivery

Learner Information

Steps for Learners


Assessment

Tasks

Context

Assessor Feedback

Recording

Record of Assessment

Before you commence your Assessment, ensure that you have good knowledge of the subject, have thoroughly read your Learner Resource, and clearly understand the Assessment requirements and the expectations of the Assessor.

You may be required to demonstrate knowledge and skills which may be difficult for the Assessor to witness. If so, an Evidence Record is supplied which will allow the knowledge or skill to be verified by at least one third party, and preferably two or more. These witnesses would usually be current or recent supervisors or your Assessor.

Explanations are given for each Task. If you have any questions, consult with yourAssessor.

To contextualise this Assessment to your industry, you must complete a few additional tasks based on your employer ’s industry. These will be provided by your Assessor.

The assessment tasks may be answered using your business, the simulated business or a mixture of both as instructed by your Assessor.

Records must be kept of all aspects of the Assessment in your Learner Pack.

The record of assessment is a legal document and must be signed, dated, and a copy stored as required by your Registered Training Organisation (RTO).




Steps for Learners

1. Receive your Learner Assessment Pack and discuss with your Assessor the expectations of this Assessment. You may also need to supply contact details of one or two work referees who can confirm your skills in the industry. Discuss with your Assessor if you intend to undertake the tasks based on your employing organisation or using the simulated business, Bounce Fitness or a mix of both.

2. Your Learner Assessment Pack is where you will get the Task information.Complete the Tasks as instructed, using either the simulated business, Bounce Fitness, or your employing organisation and include in the Learner Assessment Pack for your Assessor.

3. After you complete your Assessment, gather and return your evidence documents, as detailed in the Task(s) in the timeframe agreed with your Assessor.


74BSBLDR502 Lead and Manage Effective Workplace RelationshipsLearner Assessment Pack © Precision Group (Australia) Pty Ltd


Have you signed off:

Delivery Method

ClassroomSmall Group One-on-One OnlineOther (please describe)

Assessment Method

Learner ’s Organisation –Pre-assessment meeting conducted

Simulated Business

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the management and leadership field of work and includes access to:

• Relevant legislation, regulations, standards and codes• Relevant workplace documentation and resources• Case studies and, where possible, real situations• Interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

I confirm that the activities and assessment completed as part of this unit are my own work and comply with all relevant copyright and plagiarism rules. I understand that if there is any doubt of the authenticity of any piece of my assessment I can be orally examined and the signatory of evidence records may be contacted.

Learner Name

Learner Signature Date

Assessor Name

Assessor Signature Date

Learner Assessment PackLearner Assessment Pack



Learner Assessment PackAssessment



TasksYou are required to complete all tasks as instructed.

ContextYour Assessor will advise you of the tasks that you must complete related to your

industry.

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To be assessed for this competency, you must demonstrate your ability to:

• Develop and/or implement processes to manage ideas and information including:

• Communicating information to support others to achieve work responsibilities

• Facilitating employees’ contributions to consultation on work issues

• Providing feedback on the outcomes of consultations

• Resolving issues raised or referring to relevant personnel

• Establish and/or implement policies to ensure that the organisation’s cultural diversity and ethical values are adhered to

• Provide leadership through own behaviour including:

• Professional conduct that promotes trust with internal and external contacts

• Adjusting own interpersonal communication style to meet the organisation’s cultural diversity and ethical environment

• Plan for, and manage, the use of networks to support identifiable outcomes for the team and the organisation

• Develop and/or implement processes and systems to manage difficulties including:

• Identifying and resolving conflicts and other difficulties according to organisational policies and procedures

• Planning how to address difficulties

• Providing guidance, counselling and support to assist co-workers in resolving their work difficulties.

The following Assessment Tasks must be completed by you to enable you to demonstrate these skills.

This assessment must be conducted using the simulated business Bounce Fitness.The documents you will require can be found on the Bounce Fitness website:

• Policies tab / Human Resource Policies / All policies

• Performance tab / Cairns Centre / Cairns Staff – Performance Appraisals / All

• Documents tab / Administrative / Action Plan Fillable Template

You may need to conduct further research.

Precision Group (Australia) Pty Ltd prides itself on the quality of this product. If you believe that you have received an inferior quality or photocopied book, please contact our office on +61 7 3351 6336, [email protected], or send the book with your full name, phone number and return address to PO Box 323, FERNY HILL DC, QLD 4055, and we will despatch a new copy the next working day.



Task 1 – Theory: Short Answer Questions

Task 1 requires you to demonstrate the knowledge required to lead and manage effective workplace relationships. To enable you to do this, you must answer the following questions.

If you require more space, you may use your own paper placing your name and group identifier at the top and the question number beside your answer.

1a Explain how systems, policies and procedures can support the development of effective work relationships focusing on interpersonal styles, communications, consultation, cultural and social sensitivity, networking and conflict resolution.

1b Outline legislation relevant to managing effective workplace relationships.

Include copies of any documents to which you refer for your Assessor.




Task 2 – Practical: Manage Ideas and Information

Task 2 requires you to assess the communication policies of the simulated business, Bounce Fitness. Complete your answers on your own paper and include a copy with this Assessment Pack for your Assessor.

Go to the Bounce Fitness Human Resource Policies:

2a Are there policies and procedures in place that ensure strategies and processes communicate information associated with the achievement of work responsibilities to all co-workers? If you believe there are, discuss whether they are sufficient. If there are not, draft policies that could be submitted to the CEO and Board of Directors for approval.

2b Are there policies to ensure that employees have the opportunity to contribute to issues related to their work role? If you believe there are, discuss whether they are sufficient. If there are not, develop consultation processes that would be appropriate for the organisation.

2c Are there policies to facilitate feedback to employees on outcomes of the consultation processes? If you believe there are, discuss whether they are sufficient. If there are not, develop feedback processes that would be appropriate for the organisation.

2d Are there policies there to ensure that issues raised are resolved promptly or referred to relevant personnel? If you believe there are, discuss whether they are sufficient. If there are not, develop processes that would be appropriate to manage this for the organisation.

Print and include any policies or other documents you use and reference any other information for your Assessor.



Task 3 – Practical: Establish Systems To Develop Trust And Confidence

Task 3 requires you to establish systems to describe how you would develop trust and confidence for the simulated business, Bounce Fitness. Complete your answers on your own paper and include a copy with this Assessment Pack for your Assessor.

Go to the Bounce Fitness Human Resource Policies:

3a Are there policies and procedures that ensure that the organisation’s cultural diversity and ethical values are adhered to? If you believe there are, discuss whether they are sufficient. If there are not, draft policies that could be submitted to the CEO and Board of Directors for approval.

3b Are there policies that would encourage colleagues to trust and be confident with each other and with external contacts through their professional conduct?

3c Describe communication styles that you would use to be effective for both development and maintenance of internal and external workplace relationships. Remember to describe at least 5 different circumstances that you might encounter.


Task 4 – Theory: Manage the Development and Maintenance of Networks andRelationships

Task 4 requires you to describe how you would develop and manage networks and relationships to benefit the teams within the organisation and externally. Complete your answers on your own paper and include a copy with this Assessment Pack for your Assessor.

You will need to discuss the following:

4a How can you use networks to build workplace relationships providing identifiable outcomes for the team and the organisation? Give at least 3 examples of who you would network with and how they would benefit the teams and organisations.

4b For each of the 3 you referred to in ‘a’, describe how you would develop and maintain each.





Task 5 – Theory: Manage Difficulties to Achieve Positive Outcomes

Task 5 requires you to describe how you would manage workplace difficulties. Complete your answers on your own paper and include a copy with this Assessment Pack for your Assessor.

Go to the Bounce Fitness Cairns Centre Performance Appraisals.

Read the appraisals for all staff.

5a Is there a common issue here in terms of how teams work together?

5b Are there policies and procedures that ensure that workplace difficulties are identified and resolved? If you believe there are, discuss whether they are sufficient. If there are not, draft policies that could be submitted to the CEO and Board of Directors for approval.

5c How could you provide guidance, counselling and support to assist co- workers in resolving their difficulties? If the problem escalated and you needed help, where would you go?

5d Use this information to develop an Action Plan to resolve the situation you have uncovered.




Task 6 – Evidence Record

If the Learner is employed, this form provides additional verification and evidence that the Learner has demonstrated the skills and applies the knowledge required to lead and manage effective workplace relationships.

It applies to individuals in leadership or management who have a prominent role in establishing and managing processes and procedures to support workplace relationships taking into account the organisation’s values, goals and cultural diversity.

The Assessor will observe aspects of this from the Learner as much as possible but will also require information from a Supervisor of the Learner to corroborate and verify their assessment. The Assessor will arrange a time to meet and complete this Evidence Record with Supervisor.

Element 1 – Manage Ideas and Information SatisfactoryNot

Satisfactory

Is the Learner able to effectively ensure strategies and processes are in place to communicate information associated with the achievement of work responsibilities to all co-workers?

Is the Learner able to effectively develop and/or implement consultation processes to ensure that employees have the opportunity to contribute to issues related to their work role?

Is the Learner able to effectively facilitate feedback to employees on outcomes of the consultation processes?

Is the Learner able to effectively develop and/or implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel?

Is the Learner able to effectively ensure strategies and processes are in place to communicate information associated with the achievement of work responsibilities to all co-workers?

Element 2 – Establish Systems to Develop Trust andConfidence

SatisfactoryNot

Satisfactory

Is the Learner able to effectively establish and/or implement policies to ensure that the organisation’s cultural diversity and ethical values are adhered to?

Is the Learner able to effectively gain and maintain the trust and confidence of colleagues and external contacts through professional conduct?

Is the Learner able to effectively adjust own interpersonal communication styles to meet the organisation’s cultural diversity and ethical environment and guide and support the work team in their personal adjustment process?




Task 6 – Evidence Record (continued)

Element 3 – Manage the Development and Maintenance ofNetworks and Relationships

SatisfactoryNot

Satisfactory

Is the Learner able to effectively use networks to build workplace relationships providing identifiable outcomes for the team and the organisation?

Is the Learner able to effectively conduct ongoing planning to ensure that effective internal and external workplace relationships are developed and maintained?

Element 4 – Manage Difficulties to Achieve Positive Outcomes SatisfactoryNot

Satisfactory

Is the Learner able to effectively develop and/or implement strategies to ensure that difficulties in workplace relationships are identified and resolved?

Is the Learner able to effectively establish processes and systems to ensure that conflict is identified and managed constructively in accordance with the organisation’s policies and procedures?

Is the Learner able to effectively provide guidance, counselling and support to assist co-workers in resolving their work difficulties?

Is the Learner able to effectively develop and implement an action plan to address any identified difficulties?

Performance Evidence Satisfactory NotSatisfactory

Is the Learner able to effectively develop and/or implement processes to manage ideas and information including:

• Communicating information to support others to achieve work responsibilities?

• Facilitating employees’ contributions to consultation on work issues?

• Providing feedback on the outcomes of consultations?

• Resolution of issues raised or referral to relevant personnel?

Is the Learner able to effectively establish and/or implement policies to ensure that the organisation’s cultural diversity and ethical values are adhered to?

Is the Learner able to effectively provide leadership through their own behaviour including:

• Professional conduct that promotes trust with internal and external contacts?

• Adjusting own interpersonal communication style to meet the organisation’s cultural diversity and ethical environment?



Task 6 – Evidence Record (continued)

Performance Evidence SatisfactoryNot

Satisfactory

Is the Learner able to effectively plan for, and manage, the use of networks to support identifiable outcomes for the team and the organisation

Is the Learner able to effectively develop and/or implement processes and systems to:

• Identify and resolve conflicts and other difficulties according to organisational policies and procedures?

• Plan how to address difficulties?

• Provide guidance, counselling and support to assist co-workers in resolving their work difficulties?

Knowledge Evidence SatisfactoryNot

Satisfactory

Is the Learner able to effectively explain how systems, policies and procedures can support the development of effective work relationships focusing on interpersonal styles, communications, consultation, cultural and social sensitivity, networking and conflict resolution?

Is the Learner able to effectively outline legislation relevant to managing effective workplace relationships?

I being [Name of Supervisor] [Job title and company]

verify that I consider the details ticked satisfactory / not satisfactory above to be, in my opinion, a true, fair and honest reflection of the consistent performance of the Learner named in relation to the performance criteria as noted in the table.

Signature of Supervisor: Date:

Any other comments:

Thank you for supporting this Learner!




Assessor FeedbackKey Points and Suggested Answers

Assessor feedback is recorded here. The Assessor will record what they saw or heard, how it related to the performance criteria, their judgement and why they made that judgement.

Task 1 – Theory: Short Answer Questions



Task 2 – Practical: Manage Ideas and Information




Task 3 – Practical: Establish Systems To Develop Trust And Confidence



Task 4 – Theory: Manage the Development and Maintenance of Networks andRelationships




Task 5 – Theory: Manage Difficulties to Achieve Positive Outcomes




Tasks Sign-Off Sheet

Learner Name Assessor Name

Learner Signature Assessor Signature

Date Date




Learner Assessment PackRecording



Record of Assessment

Learner Details Assessor Details

Name Name

Course Code Site and Date

Unit Code

BSBLDR502

Unit Name

Lead and Manage Effective WorkplaceRelationships

Performance Criteria Mapping

Assessment Activity PC Mapping SatisfactoryNeeds More

Evidence

Task 1 – Theory: Short Answer Questions KE 1, 2 □ □Task 2 – Practical: Manage Ideas and Information 1.1, 1.2, 1.3, 1.4 □ □Task 3 – Practical: Establish Systems To DevelopTrust And Confidence 2.1, 2.2, 2.3 □ □Task 4 – Theory: Manage the Development andMaintenance of Networks and Relationships 3.1, 3.2 □ □Task 5 – Theory: Manage Difficulties to AchievePositive Outcomes 4.1, 4.2, 4.3, 4.4 □ □


1.1, 1.2, 1.3, 1.4

2.1, 2.2, 2.3

3.1, 3.2

4.1, 4.2, 4.3, 4.4

□ □




Performance Evidence Mapping Satisfactory Needs More

Evidence

PE1

Develop and/or implement processes to manage ideas and information including: Tasks 2 and 6 □ □• Communicating information to support

others to achieve work responsibilities Tasks 2a and 6 □ □• Facilitating employees’ contributions to

consultation on work issues Tasks 2b and 6 □ □• Providing feedback on the outcomes of

consultations Tasks 2c and 6 □ □• Resolving issues raised or referring to

relevant personnel Tasks 2d and 6 □ □

PE2

Establish and/or implement policies to ensure that the organisation’s culturaldiversity and ethical values are adhered to

Tasks 3 and 6 □ □

PE3

Provide leadership through own behaviourincluding: Tasks 3a and 6 □ □• Professional conduct that promotes

trust with internal and external contacts Tasks 3b and 6 □ □• Adjusting own interpersonal

communication style to meet the organisation’s cultural diversity and ethical environment

Tasks 3c and 6 □ □

PE4Plan for, and manage, the use of networks to support identifiable outcomes for theteam and the organisation

Task 4 and 6 □ □

PE5

Develop and/or implement processes and systems to manage difficulties including: Tasks 5 and 6 □ □• Identifying and resolving conflicts

and other difficulties according to organisational policies and procedures

Tasks 5a and 6 □ □

• Planning how to address difficulties Tasks 5b and 6 □ □• Providing guidance, counselling and

support to assist co-workers in resolving their work difficulties.

Tasks 5c and 6 □ □

Knowledge Evidence Mapping Satisfactory Needs More

Evidence

KE1

Explain how systems, policies andprocedures can support the development of effective work relationships focusingon interpersonal styles, communications, consultation, cultural and socialsensitivity, networking and conflict resolution

Tasks 1a and 6 □ □

KE2 Outline legislation relevant to managing effective workplace relationships. Tasks 1b and 6 □ □



Context Mapping PC Mapping Satisfactory Needs More

Evidence

□ □

□ □

□ □

Foundation Skills Mapping

Skill DescriptionACSF Mapping Satisfactory

Needs More

Level Evidence

Writing

Prepares plans and policies incorporating appropriatevocabulary, grammatical structure and conventions

5Tasks2, 3, 5 and 6

□ □

Interact with others

Adapts personal communicationstyle to model behaviours, build trust and positive working relationships,and to support others

5 Tasks 4 and 6

□ □

Plays a lead role in situationsrequiring effective collaboration, demonstrating high level supportand facilitation skills and ability to engage and motivate others

5 Tasks 5 and 6

□ □

Navigate the world of work

Establishes or follows organisational policy regarding diversity and ethical conduct

5 Tasks 3 and 6

□ □

Get the work done

Takes responsibility for formulating, organising and implementing plans,processes and strategies that impact the workplace

5Tasks2, 3, 5 and 6

□ □

Systematically gathers andanalyses all relevant information and evaluates options to informdecisions about organisational strategies

5Tasks2, 3, 5 and 6

□ □

Evaluates outcomes to identify opportunities for improvement 5 Tasks 4

and 6 □ □




(please tick appropriate box) Yes No

Comments and future action noted in LearnerAssessment Pack

Results discussed and agreed to

You have the right to appeal the outcome of your assessment.

The Learner isCompetent

Not Yet Competent

Learner Comments

Assessor Comments

Details of further evidence required

After reassessment the Learner isCompetent

Not Yet Competent

Assessor Signature Date

The signature confirms that I have submitted all my own work and agree with the assessment decision and feedback.

Learner Signature Date

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