LEAD AND MANAGE EFFECTIVE WORKPLACE RELATIONSHIPS
Part – 1
• 1.1 – Write a short sentence to explain the purpose of a communication strategy.
• 1.2 – List three examples of processes leaders can use to communication information associated with the achievement of work responsibilities to co-workers and write a brief paragraph to
explain each one.
• 1.3 – Provide three examples of performance indicators that might be used to measure the achievement of work responsibilities.
You are changing the rostering process. This will affect the hours employees work.
• 2.1 – Why would it be a good idea to consult workers about the rostering process? Provide at least three reasons.
• 2.2 – What method would you use to consult employees about proposed changes to staff rosters? Why? (75–100 words)
• 2.3 – What feedback would you provide to workers on the outcome of the consultation process? (50–70 words)
You lead a team of employees. A number of them have raised an issue that is affecting their ability to meet set targets. Specifically, they have advised you that the budget they are working with
does not allow them to secure the resources needed to effectively carry out their job.
• 3.1 – List the six steps in the problem-solving process you would follow to try to promptly resolve the issue.
• 3.2 – After undertaking each step in the problem-solving process, you find that the only way to solve the problem is to provide workers with more financial resources but you do not have the
authority to increase their budgets. What should you do? (120–150 words)
• 4.1 – You have recently hired a woman from a Muslim background who wears a hijab. After a short time working for the organisation she tells you that she does not feel comfortable in the
Specifically, she tells you that:
o other workers have made derogatory statements about her religion
o there are pictures hung around the office that she finds offensive
o she has been told that she cannot observe religious requirements like prayer time
o she has been told that she cannot wear the hijab because it does not form part of the organisation’s uniform
Identify two organisational policies you could refer to for guidance on your response, and seven actions you could take to address these issues.
• 4.2 – You have found that a number of employees are not adhering to the ethical values of the organisation. When you talk to them about this they tell you that they were unaware that what
they were doing was wrong and that they have never seen the organisation’s code of ethics. Identify eight things you could do to make existing employees aware of their ethical responsibilities.
• 5.1 – Write a short definition of the word trust.
• 5.2 – Identify and describe two traits leaders should demonstrate that would help them to gain and maintain the trust and confidence of colleagues and external contacts. (170–200 words)
• 6.1 – You arrange to meet with a new employee to see how they are settling into their job. The employee speaks minimal English and you are worried that you will not be able to make yourself
understood. List 10 examples of ways you might adjust your own interpersonal communication style to assist the new employee to understand what you are saying.
• 6.2 – Provide three examples of unethical communication.
• 6.3 – Two new team members have joined your team. One of them is from India and the other is from Japan. There is a team member who is having difficulty building an effective working
relationship with them. Provide 10 examples of how you would guide and support the work team in their personal adjustment process
• 7.1 – You have started a business selling health and protein shakes. You want to increase sales of the product. Make a list of three people/ organisations you might network with to help you
achieve this identifiable outcome and describe the contribution they could make. (60–90 words)
• 7.2 – You need to learn more about ways to encourage the performance of team members. Make a list of three people/ departments you might build workplace relationships with to achieve this
identifiable outcome for the team and the organisation and describe the contribution they could make. (40–60 words)
• 8.1 – You have recently attended an industry event where you met a contact who you think would be able to provide you with a lot of advice about how to market your organisation. What would
you do to begin to develop and maintain the relationship? Why would you do this? (40–60 words)
• 8.2 – A person from another department has referred a lot of new clients to you. They do not have to do this. It does not form part of their job description. Identify three things you could
do to develop, maintain and show that you value the relationship.
• 9.1 – Propose two methods for identifying difficulties in workplace relationships.
• 9.2 – Natalie and Joseph are work mates. Joseph has young children and likes to have time off during school holidays to look after them as he has difficulty finding others to look after
them during these periods. He becomes very upset that Natalie always asks for time off during school holidays even though she does not have children. She argues that she wants this time off because
her boyfriend is a schoolteacher and this is the only time they can spend time together and travel. They cannot both have time off over school holidays as this would leave their department short
staffed. The situation is causing difficulties in their workplace relationship.
A. What strategy would you use to resolve this situation? Briefly describe each step of the strategy to be used. (120–150 words)
B. Describe a win–win, win–lose and lose–lose resolution for this situation. (70–100 words)
• 10.1 – Explain the processes and systems that can be established to manage and resolve conflict constructively. (210–250 words)
• 10.2 – Two workers are engaged in a conflict related to who should answer their manager’s phone and take messages when the manager is not present. They both feel that they are too busy and
too important to be required to do this. Describe the signs you would look for to identify they are handling the conflict constructively. (110–140 words)
• 10.3 – Provide two examples of:
A. Emotionally based conflict.
B. Values based conflict.
C. Needs based conflict.
• 10.4 – Outline a conflict management process. (400–430 words)
• 11.1 – Identify and describe three qualities that would help leaders to provide guidance, counselling and support to assist co-workers in resolving their work difficulties. (100–200 words)
• 11.2 – You are talking to a co-worker who is very upset that another worker has given them information that was inaccurate and this caused them to look bad in front of another manager. You
ask them what the worker said when they confronted them and they reply by saying, ‘Who cares? There’s just no excuse for what they did. Nothing they can say can make it right.’ List three pieces of
advice you would offer them.
• 12.1 – You are working with two employees because one has made some negative comments about the other’s culture. Draw up a 1–2 page action plan that could be used to address this identified
Part – 2
• Choose and explain how one system, policy or procedure can support the development of effective work relationships focusing on interpersonal styles, communications, consultation, cultural
and social sensitivity, networking or conflict resolution. (310–350 words)
• Describe communication techniques leaders can use to initiate networking conversations, including requests for help. (310–350 words)
• Outline one relevant piece of legislation from any level of government that affects business operation, especially in regard to work health and safety (WHS), environmental issues, equal
opportunity, industrial relations and anti-discrimination and explain how these are relevant to managing effective workplace relationships. (170–200 words)
Part – 3
• You are a manager of a team of workers. You have come to realise that you have poor workplace relationships with those workers and that workers have poor relationships with each other.
Describe what you could do to improve these relationships to ensure that morale improves, productivity increases and a sense of teamwork is developed. Make sure you explain why effective workplace
relationships are necessary.
You will need to discuss:
o communication in relation to the achievement of work responsibilities
o the resolution of issues raised by workers
o the cultural diversity of workers
o winning the trust and confidence of workers
o interpersonal communication styles
o the management of conflict
o any relevant legislation
Your response should be approximately 2,500–3,000 words.
Use examples in your response wherever possible.