Assessment Task 1 Instructions Provide answers to all of the questions below: 1. Give examples of two positive workplace behaviours that should be used by managers to assist in achieving business...

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Assessment Task 1



Instructions


Provide answers to all of the questions below:






1. Give examples of two positive workplace behaviours that should be used by managers to assist
in achieving business performance.




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




3. Explain why a positive workplace culture is more likely to assist in achieving desired business
performance than a negative workplace culture.




4. Explain how knowledge of other cultures can assist in developing effective workplace
relationships and give an example to support your answer.




5. Explain how a manager can build the trust and confidence of their team.




6. Explain how knowledge of interpersonal styles can assist in building positive workplace
relationships. Give an example to illustrate your answer.




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




8. Explain two techniques that can be used to promote diversity in the workplace.




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.




10. Identify and explain an example of a workplace policy and procedure that can assist in creating
effective workplace relations.




11. Explain how a workplace Code of Conduct can assist in promoting positive workplace
relationships. Give an example to illustrate your answer.




12. Describe five methods of communicating information to a team.
13. Describe the advantages of face-to-face communication.




14. Describe three effective communication techniques.




15. Outline the key steps that should be followed to identify and resolve workplace problems.




16. Explain three methods of resolving conflict at work.




17. Explain two methods that can be used to manage poor work performance.




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







Assessment Task 2 Instructions






Carefully read the following:
Cricket Equip sells cricket supplies and equipment through its web site to customers throughout Australia.
As the Operations Coordinator of Cricket Equip, you are responsible for a small team of people, including
three sales staff that are responsible for assist customers with their enquiries and processing orders.
The Sales Manager of the company has asked you to identify ways of improving customer service, as there been several complaints from customers recently.




Complaints received have been analysed and the main themes identified in complaints are as follows:
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. To address this issue, you have decided to conduct a meeting with the sales team to discuss the issue and possible customer service improvements to address the complaints.




Note that the company has an annual professional development budget for each staff member of $1,500.
Complete the following activities:




1. Organize a meeting




The first part of this assessment requires you to review the scenario information above and conduct
research using the Internet. Find ways that customer service can be improved and what best practice
customer service is.




You should also research opportunities for professional development in customer service, such as formal
training courses or workshops. Identify at least one training opportunity that falls within the allocated budget and present for discussion at the meeting.




Use the above information to provide an analysis of customer service issues relevant to the staff in the case study, as well as possible improvements that could be made.




Then prepare an agenda for the team meeting. As a minimum, this should address your analysis of the
complaints, your ideas for improvement and an opportunity for the team to contribute ideas, as well as a
discussion on training needs.




Your assessor will provide you with a template for the agenda and advise you of the date and time the
meeting should be held so that you can include this information in your agenda. The meeting will need to be at least 30 minutes’ duration.




When you have developed your agenda, email it to the team members involved in the team meeting. Your assessor will advise you of who is included in your team and their email addresses. Your assessor will be one of the team members. Your agenda needs to be provided at least
three (3)
days prior to your allocated meeting time. You will be assessed on this.




The staff that you will be required to present to is a diverse group of individuals with varying levels of
language and literacy skills. You will need to consider as part of your meeting preparation how you will
ensure that the information you provide is presented to facilitate maximum understanding and participation of all team members. You will also need to consider techniques you can use to build trust and confidence within your team. Your assessor will assess you demonstrating your ability to communicate to a diverse audience, as well as build trust and confidence during the meeting you conduct with staff.







2. Conduct meeting




The next part of this assessment requires you conduct the meeting based on the agenda that you have
prepared.




Your assessor will observe you conducting the meeting. As well as addressing the meeting content as
outlined below, you will also need to demonstrate throughout the meeting your ability to communicate with diverse groups, as well as to build trust and confidence with your team. To do this, you will need to use the techniques you identified in the first part of this assessment including, as a minimum, clearly presenting information; asking questions to confirm the team’s understanding and encouraging feedback, especially with regard to customer service needs training needs; as well as being receptive to new ideas and respecting the views of others.




As per the agenda, as a minimum you should ensure that the meeting addresses as a minimum:
A discussion of the main themes of the complaints.
A discussion of ideas for customer service improvement, to inform your ideas about customer service
conduct research on features of excellent customer service.
An opportunity for staff to contribute feedback on how customer service can be improved.
Discussion of training needs associated with customer service, as well as opportunities for training
identified.





3. Prepare meeting report




This part of the assessment requires you to follow company procedures with regard to reporting on
meetings and develop a brief report (three to four paragraphs) of the outcomes of the meeting held, as well as your recommendations for action. This report will be in the form of an email to your manager (the
assessor) and to be sent no later than
3 days
after the meeting.




Your email to your manager (the assessor) should discuss the ideas that you believe would be most
effective for improving customer service.

4. Provide feedback to the team




The final part of this assessment requires you update your team on the outcomes of the meeting. Assume
that your manager has given the go-ahead for all of your ideas. Write a short email to the team advising
them of the improvements that will be implemented, including the training they will need to participate in.





Assessment Task 3 Instructions






Carefully read the following:




One of the members of your team, Yuko, is Japanese. She has been in Australia for 10 years and speaks
good English. Another member of your office team, Beryl, is an older woman, born in Australia. Beryl
usually ignores Yuko or addresses her though another member of the team. Yuko complains to you that
Beryl is being racist and Beryl says that she can’t understand Yuko’s accent.
Yuko has always been a responsible and hardworking member of staff and she is greatly valued for this.
Answer the following questions in relation to the case study. Each of your answers should be between 50
and 100 words. You should provide your answers in a word document attached to an email and submit it by the date specified by your assessor.
1. Discuss the conflict resolution process that you would use to resolve the workplace situation.
2. Discuss the range of actions that could be taken to resolve the workplace situation.
3. Discuss the action/s you think would work best to resolve the situation.
4. Discuss how you will monitor this situation to ensure the problem is not recurring.














Assessment Task 3 Part B Meeting Instructions






Carefully read the following:
Despite taking action to resolve the conflict between Yuko and Beryl, Yuko is now regularly calling in sick
and is failing to achieve workplace deadlines because of being off work so much.
You have decided to set up a meeting with Yuko to discuss the problem.
Before you commence this assessment, you are required to review the following guides at:
http://www.fairwork.gov.au/BestPracticeGuides/09-Managing-underperformance.pdf
http://mel0201clsprod.blob.core.windows.net/uploads/fairwork/scorm/manifest_id_fwo_2-
v10/assets/downloads/manager-complete_guide.pdf




It is a requirement of the company that you work for that these procedures are followed.
This part of the assessment task requires you to prepare for and participate in a meeting based on the
scenario information provided, as well as the information below.
Your assessor will play Yuko’s role and will also give you some further information that you were unaware of and you will be expected to respond accordingly. This is to assess your ability to respond to unexpected events.






















1. Prepare for the meeting



Send an email to your assessor (as though they were Yuko) advising her of the problem and requesting her to attend a meeting with you (this will be a date and time advised by your assessor). Your email must be written in clear and concise English.


























Review the FairWork guides identified and prepare for the meeting by developing a short conversation plan


as per the guidelines in the Managing Difficult Conversations Guide.
















2. Conduct the meeting with Yuko (with your assessor playing the role of Yuko).


At the meeting you must:





· Explain to Yuko what the problem is
· Demonstrate your interpersonal skills and ability to develop trust and confidence by:
o Listening to Yuko and confirming and clarifying information shared
o Asking questions to confirm information
o Emphasizing Yuko’s strengths as per the scenario information
o Showing respect and empathy for Yuko


Conduct the meeting with Yuko (with your assessor playing the role of Yuko).




3. Send a follow up email to Yuko within
1 day of the meeting
summarizing the meeting and the
solution agreed to.

Answered Same DayApr 18, 2021

Answer To: Assessment Task 1 Instructions Provide answers to all of the questions below: 1. Give examples of...

Parul answered on Apr 21 2021
136 Votes
Assignment 1 – Questions & Answers
Q1. Give examples of two positive workplace behaviors that should be used by managers to assist in achieving business performance.
Ans1. To accomplish business execution, managers should consider focusing on competency and skills. Use the ability of every employee in the team that make an individual a certainty manufacturer. Make each attempt to join the regions and encourage them properly.
Practice "adaptable" thinking: Do not make the exercises convoluted rather make it adaptable in all stages when a representative going through to achieve the objective. While considering the new test make certain to explore
potential hindrances and produce elective ways
Q2. Give examples of two workplace behaviors that should be avoided by managers.
Ans2. Poor Email Etiquettes: supervisor ought to maintain a strategic distance from of composing the way he would type up brisk instant message to his closest companion. He should keep email professional.
Causal Behavior: Causal behavior is a sign of unprofessionalism. Manager should not promote this behavior in any employee else it can set wrong precedents for others.
Q3. Explain why a positive workplace culture is more likely to assist in achieving desired business Performance than a negative workplace culture.
Ans3. In the golden words of George M. Adams, “We should seize every opportunity to give encouragement. It is the oxygen to the soul”. Indeed, a substantial energy that drives employees towards their goals and excites them to perform better is called motivation. If the workforce is motivated then employees gives their 100% every single day to every task they deliver. Motivation is relevant in the workplace because it is key to the success of any organization. If a workplace is devoid of motivation then organization experiences reduced productivity, minimized levels of output and employees may not meet the required targets.
Q4. Explain how knowledge of other cultures can assist in developing effective workplace
relationships and give an example to support your answer.
Ans4. Expanding social information builds the assorted variety in the work environment. In the event that an association manages multicultural employees, they convey various ways of thinking and examine an issue from an assortment of points of view. Distinctive culture individuals may bring and share diverse information and encounters that influence the working environment connections successful. For instance, an Australian organization needs to grow business in India and it has an Indian worker who worked in a top position may assist the proprietor with developing and extend the business through productive information and experience about the market in India.
Q5. Explain how a manager can build the trust and confidence of their team.
Ans5. Persistence: The manager ought to have solid feeling of patience. Impatience can suggest that you experience the ill effects of a level of recklessness that makes the group confounded. So set aside effort to musings and activities and express understanding.
Positive Attitude: Do not hesitate to communicate feelings Transparency and receptiveness: the ideal approach to assemble trust with others and make yourself helpless and express something in certainty with the group.
Q6. Explain how knowledge of interpersonal styles can assist in building positive workplace relationships. Give an example to illustrate your answer.
Ans6. One of the most effective way to promote positive workplace with the knowledge of different interpersonal style is to comprehend what will motivate the employees. Motivation is different for every employee.
· First way to build positive workplace is to set measurable goals for the employees. Establishing clear, attainable goals that gives encouragement of motivation every time one conquers and maintains team on the track. Employees can magnify these effects by taking necessary steps and celebrating achievements.
· Second way to build positive workplace way is to promote the self-esteem in order to promote positive atmosphere in the work environment. Individuals who have high confidence are bound to consistently improve the workplace.
Q7. Discuss five benefits of networking in relation to building positive workplace relationships.
Ans7. Five benefits of networking in relation to building positive workplace relationships are
· Provides a platform to meet lot of interesting people. The entire environment is curated in such a way that it instils inspiration and motivation to perform actions that expand lives with knowledge.
· One can gain confidence and exposure which cannot be learnt in a classroom.
· Leadership Summits includes many opportunities to network with many leaders of the company like CEOs, CTO and CHRO of leading multinationals.
· Networking activities are great way to learn about current market trends, new initiatives that organizations are taking in mainstream business and learn from their experience
· Create social capital can help employees to get inspired and motivated to achieve greater heights
Q8. Explain two techniques that can be used to promote diversity in the workplace.
Ans8. Two techniques that can be used to promote diversity in the workplace are mentioned below
· First technique to promote diversity is to re-design the recruitment processes such that candidates are selected for their merit.
· Improving the leadership programs such that women’s are supported to lead senior position. Creating platforms to train women to advance in the corporate ladder and excel in their role
Q9. 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.
Ans9. As per legislation that falls under Anti-Discrimination, it is considered unlawful to treat a person less favorably on the basis of particular protected attributes such as a person’s gender, sexual orientation, race, disability or age.
· Bullying can be defined as tormenting others for personal gain. For instance, shouting on employees in front of others or using a hostile language;
· Negative impact of bullying on workplace relationships is that it lowers the morale of the employees, hampers creative thinking and sets negative atmosphere at work.
Q10. Identify and explain an example of a workplace policy and procedure that can assist in creating effective workplace relations.
Ans10. Workplace policy like 360-degree...
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