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BSBLDR502 – Lead and manage effective workplace relationships-Task3

BSBLDR502 – Lead and manage effective workplace relationships- Task 3




BSBLDR502 – Lead and manage effective workplace relationships

ASSESSMENT ACTIVITY 3–Meeting and Presentation

BSB51915 Diploma of Leadership and Management


Please ensure this form is fully completed prior to submitting.

This page should be on the front of your assessment and needs to be easily accessible.


Student Number:


Student Name:








I hereby certify that:

  1. This assessment task is my own work based on my personal study/research and not the work of another student and/or source.
  2. I have acknowledged all material and sources used to prepare this assessment task.
  3. I have not plagiarised or copied any part of this assessment task from the work of any other student or source either.
  4. This assessment task has not previously been submitted.
  5. I am aware of the requirements set by my Trainer & Assessor.
  6. I have retained a copy of this assessment task for my own records.
  7. I have completed all my assessments, tasks & activities (on moodle®) successfully.



Student’s Signature: _______________________________  Date: _________________


Wentworth Institute RTO Code: 91178        November 2017 Version: 1.0




Student instructions

This assessment must be based on where you work (or have worked most recently).

This Assessment is designed to test the knowledge that you have acquired throughout the unit. Use the following tips to help you answer the questions:

Read each question carefully. Check with your trainer or assessor if you are not sure what the question is asking.

HINT: Use these questions as subheadings to create a business style report to answer your assessment

Your response to each question should aim to provide enough information to answer the question. In most cases, this can be done with just a few paragraphs. Don’t forget to refer to attachments under the heading (question) applicable, e.g. ‘See attached email’.

Important: Your assessment must contain this coversheet and your own coversheet (for your “report”)

Your answers & assessment submission must professional in style (Business), content and format. Maximum font size 11 points: Font Arial or Times New Roman; single spacing; clear paragraphswith appropriate punctuation, spellchecking and final submission will need to be proof-read. (i.e. few missing words or typo’s)

In particular:

– Use clear, non-discriminatory language

– Avoid the use of jargon

– Write clearly using plain English

– Consider your target audience

– Ensure that your responses meet the needs of the target audience (in this case your trainer or assessor).

All of your work must be original.

Performance Evidence


Evidence of the 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
    • resolution of issues raised or referral 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.


Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.


Knowledge Evidence


To complete the unit requirements safely and effectively, the individual must:


  • 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
  • outline legislation relevant to managing effective workplace relationships.































Marking and Criteria guide:  


Assessor and student must read this carefully before assessment. 

A 75% demonstrated competence in the answers is the benchmark only and students & assessors must note that professionally critical aspects/concepts must be included (e.g. good written syntax grammar/ business style, action plan)

All parts (criteria) in the marking guide must be completed successfully for the student to achieve competence in this unit


EDUCATOR to complete 



Satisfactory/not Satisfactory 

(If resubmission required) 

Satisfactory/not Satisfactory 


Pre-assessment work completed

All assessments, tasks & activities (on moodle®) successfully




Assessment 3 – Case study

Manage difficulties to achieve positive outcomes

1.    Discuss what strategy/s clinic manager would develop/implement to identify the root causes of conflict. (100 words-Fishbone method required)




2.    Explain steps of how clinic manager can identify conflicts that is able to constructively process and manage in workplace in accordance with the organisation’s policies and procedures. (100 words)


3.    Discuss how the clinic manager is able to support, guide staff to resolve conflicts


4.    Demonstrate how to develop and implement an action plan for conflict management

(Please use appendix 1)





Practical Checklist 


Assessor to complete:(circle) 


Did you observe the student?YesNo 


Further comments required?


Assessor Comments 





Resubmission required? Yes_________ No___________ 


Date resubmission must be handed in:  ________________________ 


Assessor’s name and signature:  _______________________________ 


Date:  _________________________ 









































ACTIVITY 3 – Case Study

Manage difficulties to achieve positive outcomes



Case study

A Medical Centre in a diverse area employed more than 18 staff as administration, nurses, HR and marketingetc. Most of the employees are fromthe same region (Non-Australian background) who speaks a language other than English, and they often converse in their native language at work. Kelly, an employee who doesn’t speak their language, feels self-conscious and sometimes wonders if they are talking about her. They frequently complain to theirfriends at work about the other staff not speaking English. One day Kelly walks into a meeting room and several staff members are already there, speaking in their own language. Kelly walks in and says, “Hello.” The other staff members say “Hello” back and then resume their conversation in their own language, which Kelly does not understand. Kelly rolls her eyes and sits down on the other side of the room waiting for the meeting to start.


You are Clinic Manager; responsibleformanaging and running the clinic and staff. Also you liaise with external stakeholders.Kelly came to you and made a serious complaint about discrimination (see above). Kelly mentioned that even other English speaking employees from different departments feel the sameas her including feeling lonely, extremely stressed out, upset, angry and they are losing their work motivation and commitment.



  1. Read the case study carefully.
  2. Discuss what strategy/s clinic manager should develop/implement to identifythe root causes of conflict for resolving Kelly’s issue? (100 words-Fishbone method required)
  3. Explain the process of how the clinic manager can identify conflicts in the workplace in accordance with the organisation’s policies and procedures. (100 words, at least 5 steps)
  4. Develop and implement an action planusing existing networks to manage and resolve difficulties, including: (please use appendix 1)
    1. providing guidance, counselling and support to assist co-workers in resolving their work difficulties.
    2. identifying and resolving conflicts and other difficulties according to organisational policies and procedures
    3. planning how to address difficulties


Appendix 1

Action Plan for Conflict Management




Person/s responsible

Description of strategy/
tactic/rationale for action

Resources, if required
































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