Assessment Task 4

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Strathfield College
RTO Number: 91223
Student Assessment Task 4
BSBLDR502 Lead and Manage Effective Workplace Relationships

Student Declaration
To be filled out and submitted with assessment responses
 I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s).
 I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.
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Student ID number

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Assessor declaration
 I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.
Assessor name

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Assessment outcome
Resubmission Y N
Student result response
 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.
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A copy of this page must be supplied to the office and kept in the student’s file with the evidence.

Task summary
This roleplay requires the student to assume the role of the General Manager at Accountancy Victoria and handle a dispute between two colleagues.
This assessment is to be completed in the simulated work environment at Strathfield College.
Access to textbooks/other learning materials
Computer with Microsoft Office and internet access
Fair work Managing underperformance guide
Space for a meeting
Your assessor will advise you of the due date of these submissions.
Action plan
Email inviting Tiffany to a meeting
Email inviting Tiffany and Ammar to a meeting
Email summarising the outcomes of the meeting
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.
Re-submission opportunities
You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly, or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.

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Carefully read the following:
It is six months later at Accountancy Victoria. A new intermediate accountant has been employed and there has been some friction. The new intermediate accountant’s name is Ammar and he practices the Muslim faith. One of the senior accountants, Tiffany, has been with the business for three years and always gets along very well with her co-workers, but Tiffany has taken a disliking to Ammar as he refuses to shake hands with their female clients when they come in for meetings. Tiffany and Ammar do a lot of work together and are required to work closely. It has become apparent to everyone in the office that Tiffany dislikes Ammar and believes he is sexist towards females. Ammar has come to speak to you to tell you that he feels Tiffany is being very rude to him, especially in front of clients. He has explained to you that he cannot shake hands with females as direct contact with a member of the opposite sex who are not directly related conflicts with his religious beliefs as physical contact is not allowed. He tells you that it was never an issue at his previous workplace and he is very upset that Tiffany thinks he is sexist and he has had enough. You have told Ammar that you take this very seriously and you would like to help him and Tiffany resolve their differences and you will get back to him shortly about the matter.
Complete the following activities:
Develop an action plan to resolve the conflict
Before you commence this assessment, read the following guide for employers working with Muslim employees: file:///C:/Users/Brooke%20Lombard/Downloads/Right_Smart_-_Cultural_diversity_in_the_workplace_Muslim_-_employers_checklist_.pdf
Refer to the Code of Conduct, the Workplace Communication and Consultation Policy and Procedures and the Dispute Resolution Policy and Procedures you developed in Assessment task 2.
Develop an action plan that includes a range of appropriate strategies to resolve the conflict between Ammar and Tiffany, ensuring you follow the organisation’s policies and procedures. Think about the issues involved on both sides and how this might escalate to involve other employees or clients. Use the template provided to you.
Send the action plan to your assessor.
Meet with Tiffany to discuss the issue.
Have a meeting with your assessor who will play the role of Tiffany. Provide constructive guidance and support to Tiffany but focus on how it is affecting the workplace and discuss the code of conduct, legislation that governs the issue around equal opportunity and discrimination.
At the meeting you must:
Explain the purpose of the meeting
Explain to Tiffany what the problem is
Explain how this behaviour impacts on the workplace and why it is a concern. Ensure that you focus on the issue, not the person.
Demonstrate your interpersonal and communication skills by:
Keeping your communication clear and simple
Listening to Tiffany and confirming and clarifying information shared
Asking questions to confirm information
Emphasising Tiffany’s strengths as per the scenario information
Discuss and agree on a solution
Send an email to Tiffany and Ammar inviting them both to an informal resolution meeting.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
The email should suggest a suitable date, time and location for the meeting and a summary of what will be discussed.
Conduct the meeting to resolve workplace issues
Your assessor will play the role of Tiffany and will arrange another student to play the role of Ammar. You need to act as the facilitator and guide the meeting proceedings in a supportive manner for both parties without bias. Announce the intention of the meeting, and then direct each party to share their thoughts and feelings. Provide guidance and support to both parties and discuss and confirm the resolutions they have both come up with together before closing the meeting.
Follow up email
Send a follow up email to Tiffany and Ammar.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should summarise the meeting and the solution(s) agreed to.
The email should be sent within 1 day of the meeting.

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Student’s name:
Did the student:
Completed successfully
Identify and resolve workplace difficulties by following the appropriate procedure?

Develop strategies to manage difficulties and achieve positive outcomes?

Communicate required information about the issues that have arisen?

Consult with Tiffany on the workplace issues identified, including clarification of details?

Use questioning and active listening to provide the opportunity for Tiffany to express her thoughts and feelings?

Demonstrate a caring and empathic approach to Tiffany?

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Stay relaxed and encouraging throughout the meeting?

Talk about the issue rather than the person?

Provide guidance and support in the form of realistic solutions for Tiffany to assist in the resolution of the workplace issue?

Provide guidance and support during the conflict resolution meeting with Tiffany and Amar?

Document solutions to address the workplace issue?

Task Outcome:
Satisfactory 
Not Satisfactory 
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