Nash Training BSBHRM604 Student Assessment XXXXXXXXXXPage 1 of 10 AOI Institute > Student Assessment BSBHRM604 Manage employee relations BSBHRM604 Student Assessment XXXXXXXXXXPage 1 of 10 AOI...

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Nash Training BSBHRM604 Student Assessment Page 1 of 10 AOI Institute> Student Assessment BSBHRM604 Manage employee relations BSBHRM604 Student Assessment Page 1 of 10 AOI Institute> In order to be assessed as Competent (C) in this unit, you need to provide evidence which demonstrates that you can perform the required competencies to the required standard. Competency depends on consistently demonstrating the skills, attitude and knowledge that enables you to complete workplace tasks confidently in a variety of situations. This unit covers skills and knowledge required to o develop and maintain a positive and productive workplace environment including determining employee relations strategies and policies, resolving employee relations problems and managing diversity. To attain competence in the unit ‘Manage Employee Relations’ you must: Successfully complete the Theory Assessment via the exam portal Successfully complete the Case Study/Assignment Successfully complete the Practical Demonstration 1 (Trainer to observe) Successfully complete the Practical Demonstration 2 (Trainer to observe) Successfully complete the Practical Demonstration 3 (Trainer to observe) Case Study/Assignment BSBHRM604 Manage Employee Relations Instructions: You are to complete the following Case Study/Assignment (Part 1 – Part 4) on managing employee relations and submit your written answer to your trainer. Your answers will form part of the evidence gathered for this unit. You must complete and submit this assignment to your trainer for assessment by the due date provided by your trainer via your student portal. Case Study/Assignment Overview: For this activity you are to imagine that you have recently been engaged as an Assistant to the Bayside Call Centre Human Resources Manager. You do not have any formal qualifications relating to this area but do have five (5) years of experience working in this area in the human resources field. As part of your induction and familiarisation, the Human Resources Manager has asked you to review the Employee Relations and related policies and prepare a report. The following tasks will guide you in what the Manager needs to know. Your tasks will be broken down into six parts and are described below. The assessment relates to the simulated business Bayside Call Centre. Some of the tasks required in Parts 4, 5, 6 relate to the practical demonstrations (trainer to observe). In order to complete this assessment, you will need to access information from the Bayside Call Centre Portfolio as well as supporting reference material under ‘Resources’ in your student portal. You will also need to refer to the BSBHRM604 Participant Guide also under ‘Resources’. This case study/assignment is made up of 6 parts: Part 1 – Research: Employee Relation Strategy and Policy Development Part 2 – Theory: Building and Maintaining a Productive Culture Part 3 – Theory: Resolving Employee Relations Problems Part 4 – Practical: Manage Diversity - Presentation Part 5 – Role Play: Negotiations Part 6 – Role Play: Conflict Negotiations Part 1 – Research: Employee Relation Strategy and Policy Development Part 1 requires you to review the Bayside Call Centre Policies related to Employee relations and address the following points: Examine the Bayside Call Centre Planning and Strategic documents and the Bayside Call Centre policies including the Employee Relations Policy. Explain whether the policies are or are not consistent with the strategic objectives. (Refer to the Bayside Call Centre Business Overview, the Employee Relations Policy both under the Portfolio). Describe how you would engage others, including management, other staff including employees in finding where problems could occur. (Refer to the Bayside Call Centre Portfolio Business Overview). Review the Human Resources Policies of the Bayside Call Centre and discuss whether the policies are sufficient or not, and consider the Bayside Call Centre intention with regard to: Equal opportunity (Refer to the existing Bayside portfolio Business Overview and Diversity policy, A Guide to Vicarious Liability document under ‘Resources’). A family / work relationship (Refer to the existing Bayside portfolio Employee Relations Policy and other information under ‘Resources’ including ‘Flexible working arrangements’ and ‘How to create a family friendly workplace’). Promotion of absence of discrimination and /or harassment (Refer to the existing Bayside portfolio Diversity Policy and Workplace Harassment Policy as well as A Guide to Vicarious Liability document under ‘Resources’ and the Australian Human Rights Commission website https://humanrights.gov.au/ and click on ‘Our work’). Develop a risk management strategy to address strike action by employees as a result of disputes usually between employers and employees. What issues could have the greatest potential for conflict in Bayside Call Centre (pay, management conflict or something else)? Explain if the existing Policies of Bayside Call Centre are sufficient, or not, to prevent this conflict occurring in the future? (Refer to the Bayside portfolio Communications Strategy and the Workplace harassment policy under the portfolio. Also, look at the Fair Work Handbook under ‘Resources’). Part 2 – Theory: Building and Maintaining a Productive Culture Part 2 requires you to explain how you would build and maintain a productive culture. Still in your role as the Assistant, continue your report addressing the following points: How would you negotiate employment contracts which balance both the organisational objectives and employee rights and obligations? (Refer to the Fair Work Handbook Pg 7 under ‘Resources’). Review the Bayside portfolio policies to see if all the legal and organisational requirements are being met. Explain what legal requirements should be added, if any. (Refer to the Employers Obligations document under ‘Resources’, and Australian Human Rights Commission website. Review Legislation relating to employment, for example the Fair Work Act 2009, anti-discrimination, Work health and safety, worker’s compensation, superannuation laws etc.). How often and in what way would you recommend information on employee relations be discussed or communicated with staff? (Refer to the Bayside portfolio Communications Strategy. Consider informal meetings, emails, formal training, individual consultations, and many others). Review the Bayside portfolio Staff Recruiting Policy and Procedures. Are there improvements or additional information you would add to this policy to assist the recruitment, retention and/or satisfaction of staff? Briefly explain these and why? (Refer to the Bayside portfolio Staff Recruiting Policy and Procedures, the Retention Tips document under ‘Resources’). Review the Bayside portfolio Induction Policies and Procedures and explain if they are sufficient, clear and effective. How do new employees know their role and how they contribute to the achievement of organisational objectives? (Refer to the Bayside portfolio Staff induction policy and procedures, also, the Induction policy). How frequently would you recommend policies on employee relations be evaluated and revised? (Refer to the following website, look at Step 7). https://www.industrialrelations.nsw.gov.au/employers/nsw-employer-best-practice/workplace-policies-and-procedures-checklist/) Part 3 – Theory: Resolving Employee Relationship Problems You are required to resolve issues emerging and involving employees. Again, as the Assistant, continue your report addressing the following points: How can Bayside Call Centre be assured that it is aware of potential problems early to identify and minimise problems or grievances? Is there a system in place to do this? Make recommendations to improve or re-design this system. (Refer to the Bayside portfolio Complaint Resolution policy, Guide to Vicarious Liability document under ‘Resources’). Do you think the Bayside Call Centre Human Resources Policies adequately communicate the problem-solving processes to staff? How could this be improved? (Refer to the Bayside portfolio Complaint Resolution Policy). What sort of training would you suggest for staff regarding conflict management, negotiation and resolution in the Call Centre? (Consider internal (informal or formal training) or external (informal or formal training). This could include group meetings, one on one meetings, YouTube or intranet). After reviewing the policies, at what point would you consider it necessary to obtain specialist advice? (Consider the needs of a training program) Explain weather you believe that the conflict resolution process of Bayside Call Centre is fair, equitable and consistent with all relevant awards and agreements? If you disagree, make recommendations to improve them. (Consider mediation as a solution to conflict resolution) Clarify if you believe the problem-solving processes of Bayside Call Centre provide for external mediation if problems are unable to be resolved in-house? (Consider external sources for mediation). Part 4 – Practical Demonstration 1 - Presentation in the classroom: Manage Diversity Part 4 requires you to describe how to manage diversity in the workplace. As the Assistant, in the final section of your report, address the following points: Develop plans for promoting diversity across Bayside Call Centre. Describe as a part of your promotion, the benefits of having a diverse workforce. Create and deliver a short presentation to use in the Bayside Call Centre to promote and encourage diversity (part of the practical Demonstration – Trainer to observe; to be conducted in the classroom on a date specified to you by your trainer). You must submit a copy of your presentation and any handouts or PowerPoint slides via your student portal. This will form part of the evidence collected for this unit of competency. Please refer to the dot points below. These should be used as slide headings in addition to your own. The PowerPoint should be no less than 12 slides. Duration of the presentation should be approximately 3 minutes. During the presentation, your trainer/assessor will observe and assess your specific ability and skills to: Promote and encourage diversity in the call centre Address current situation in the call centre State pros and cons Identify improvements to rectify the current weaknesses Suggest relevant improvements that make sense, are beneficial and consistent with strategic policy and legislation. Identify areas that might meet with resistance to change from employees and management Explain legislative requirements which may include Discrimination, Equal Employment Opportunity Part 5 – Practical Demonstration 2 - Role Play in the classroom: Negotiations Part 5 allows you to demonstrate your ability to negotiate with staff. Your Trainer/Assessor will engage you in 3 (three) role plays. In the first two roles, you are the Centre Manager, and in the third role you are playing the role of a Centre Operator. Correspondingly your trainer/assessor will be in the role a female operator in role play 1 and centre manager in role play 3. Two of your classmates will be operators in role play 2 (allocated to you by your trainer). Role Play No 1: The Trainer/Assessor portrays a female Bayside Call Centre Operator who has just returned to work after taking parental leave. She has asked you to provide an hour before commencing client contact duties to feed the baby as the discomfort of conducting her duties without feeding or expressing first is great. Since that time is usually used
Apr 15, 2022
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