Assessment-Task-1 - BSBLDR502 Lead and manage effective workplace relationships PDF

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BSBLDR502 Lead and manage effective workplace relationships...

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Assessment Task 1 workplace relationships

BSBLDR502 Lead and manage effective

Plan and present workplace communication systems Submission details Student’s name

Jennifer Hidalgo

Student no.

CRI00100I3U

Assessor’s name

Marc Teleki

Assessment site

Lloyds International College Level 2, 499 Kent Street , Sydney, NSW 2000, Australia

Assessment date/s

28/10/2020

The assessment task is due on the date as told to you by your assessor. Any changes to this arrangement must be approved in writing by your assessor. Submit this document with any required evidence/proofs attached. See specifications/details below for details.

Performance objective You will demonstrate the skills and knowledge required to plan communication systems.

Assessment description Using the simulated/pretend business information provided, and in response to a scenario/setup, you will prepare a portfolio/collection of communications planning documentation that includes a communications strategy and grievance/complaint procedure. You will also prepare and deliver a presentation to the senior management team on your plans for managing communications and consultation.

Procedure Part A: Communications planning portfolio 1. Review the scenario in Appendix 1, particularly the background to the simulated organisation, current change issues, communication and LLOYDS INTERNATIONAL COLLEGE © Modified sep 2020

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Assessment Task 1 workplace relationships

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consultation needs, and information about your role as Communications Consultant. 2. Review JKL Industries simulated business documentation, including strategic plans and operational plans. Note what the organisation does, how it does it, what its goals and objectives (aim) are, and who its stakeholders/participants and customers are. 3. Develop a draft communications strategy for meeting organisational needs that includes: a. 2–3 communications objectives b. at least two different audiences, for example, senior management, work teams, or individual employees c. at least two methods of communication or media d. at least two provisions to facilitate bottom-up consultation (i.e from employees to management); for example, consultation on employee health and safety, consultation on continuous improvement of work processes, consultation on employee conditions and pay, or consultation on job roles and performance expectations. Note: Ensure you also provide for management feedback on consultation back to employees. 4. Develop a short (less than one page) grievance procedure ensuring that it is consistent with and supports the grievance policy in the JKL Industries simulated business documentation. 5. Draft an information memo/email to all team members introducing the new policies and procedures across the entire organisation, seeking feedback and providing information from the consultation process with management. 6. Submit your portfolio in accordance with quality specifications outlined below.

Part B: Presentation to the senior management team Research, plan and deliver a 10–15 minute presentation to senior management and an employee representative (one role-played by the assessor, the other role played by another group member) on your proposed communications planning. 1. Prepare a business presentation in response to the scenario described in the Appendix 1 case study. You should consider the following in your presentation: a. Audience needs and relevant interpersonal/interacting with others skills you will need to deploy/arrange to win support for your ideas. LLOYDS INTERNATIONAL COLLEGE © Modified sep 2020

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Assessment Task 1 workplace relationships

BSBLDR502 Lead and manage effective

b. Organisational needs: i. internal strategic needs, goals and objectives ii. external regulatory or legal requirements (government, law etc) , such as for WHS consultation, anti-discrimination or industrial relations iii. business ethics/company beliefs requirements. c. Your proposed approach to communications and consultation to meet organisational and audience needs: i. Prepare to explain your draft communications strategy, organisational policies and procedures, and how such communications systems and policies can support a coordinated approach to developing effective work relationships. d. External legal requirements such as WHS, anti-discrimination and industrial relations. 2. Arrange a time and location to deliver your presentation to the team. 3. Deliver the presentation to the senior management team. Ensure you deliver your presentation in accordance with deliverables and quality specifications outlined below. 4. Discuss the content and seek approval from the management to put the communication plan into action and release the document across the organisation to seek feedback. Have each member of the consultative meeting (role-play participants) sign the approved and endorsed document.

Specifications You must: ● submit a communications planning portfolio that includes:

○ a communications and consultation strategy ○ a short grievance procedure. ○ draft email/memo ● deliver a 10–15-minute presentation on your proposed

communications strategy, including discussion, approval and sign-off for release. Your assessor will be looking for evidence of your ability to: ● provide leadership through your own behaviour including professional

conduct that promotes trust with a business audience ● explain how communications systems, policies and procedures can

support the development of effective work relationships LLOYDS INTERNATIONAL COLLEGE © Modified sep 2020

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Assessment Task 1 workplace relationships

BSBLDR502 Lead and manage effective

● explain how your communications strategy addresses legislative or

regulatory requirements ● interact with others through:

○ building professional trust ○ demonstrating high level support and facilitation skills and your ability to engage and motivate others ● get the work done through:

○ taking public responsibility for planning and sequencing complex tasks (organising difficult tasks) to achieve organisational goals ○ developing processes and plans for complex communication activities with strategic importance ○ analysing information to inform decisions about organisational communications strategy ○ identifying opportunities for improvement in communications ● develop 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 across the entire organisation. ○ resolution of issues raised or referral to relevant personnel ● demonstrate writing skills through:

○ researching and preparing plans and policies incorporating appropriate vocabulary, grammatical structure and conventions/styles.

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Appendix 1: Scenario – JKL Industries JKL Industries overview JKL Industries is an Australian-owned company, selling forklifts, small trucks and spare parts to industry. They also have a division that leases forklifts and small trucks. The company’s head office is in Sydney and has branches in Brisbane, Melbourne, Perth, Adelaide and Canberra.

Change After 12 years in business, focusing on forklifts and small trucks, JKL Industries has negotiated the sales rights to a range of medium and large trucks from an overseas supplier. This opportunity will provide JKL Industries with an advantage in range over its competitors. Sales results over the past five years have indicated strong growth in forklift and truck sales, which have averaged 10% sales growth per annum. The rental market has been in decline for the past three years due to the reduced costs of these vehicles and some taxation benefits to industries who purchase these vehicles. Taking the sales rights opportunity will, however, entail some significant changes, including significant changes to the current organisational structure. The company will reposition itself to focus solely on retail sales and service and exit the rentals market, in which forces such as competition and consumer choice reduce potential profitability. In accordance with the organisation’s values, JKL Industries intends (to the extent feasible) to recruit from within the company and up-skill or re-skill existing employees presently working in rentals who wish to remain with the company. Given the company’s previous history of employee grievances over pay and conditions and current plans to restructure, JKL Industries has identified poor communications and an organisational climate of conflict as a risk to business goals. Moving forward, the organisation intends to build and maintain a positive organisational culture, reduce risk and achieve organisational goals through: ● developing an effective policy framework/agenda for managing

internal communications and consultation, in accordance with organisational objectives, business ethics, and compliance requirements ● communicating and building support for organisational initiatives and

objectives (ideas and aims) LLOYDS INTERNATIONAL COLLEGE © Modified sep 2020

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● managing information flow to:

○ provide managers and employees with at-hand information to perform their work responsibilities ○ communicate ideas for improvement (top-down and bottom-up) ○ facilitate feedback both to and from employees and management on relevant work performance and outcomes of consultation.

Communication and consultation issues An internal management review of the organisation has uncovered the following issues: ● A lack of an overarching (overall) approach to information

management that helps to promote common understanding of team goals and organisational values and to build strategic relationships. ● Slow responses to internal and external customer needs. ● Slow and ineffective communication of and implementation of ideas

for improved processes. ● Ineffective or no use of modern communication technologies and

social platforms. ● Inadequate consultation, resulting in risks to compliance (particularly

WHS consultation requirements) and too little bottom-up information flow from employees to management. This latter/last results in poor organisational take-up of improvement ideas identified by teams and individuals at lower levels of the organisation and by customer-facing managers and employees. ● Inconsistent/unreliable application by managers of grievance

procedures posing a risk to employee relations. ● Poor sense of employee engagement (working with employees),

empowerment/enabling, allowing and accountability for work performance. ● Poor general awareness of (and therefore poor support of)

organisational goals, ethics, values.

Your role You are a communications consultant. You have been engaged by JKL Industries to revise and update strategies and processes to manage communications and information flow within the organisation. Note that the senior management team may be resistant to changes to communication strategies, policies and procedures. In particular, they are concerned that a new approach to communications may result in a less cohesive/connected, togetherness organisation. LLOYDS INTERNATIONAL COLLEGE © Modified sep 2020

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You will need to ensure your communications strategy and processes address organisational issues, while using your highly developed interpersonal skills to engage and motivate the senior management team to embrace your proposed changes.

Part A: Communication Planning Portfolio JKL industries are initiating a new business plan of change in its selling structure through organisation restructure. The organisation is developing retail sales in medium and large trucks and excluding itself from the rental business. For achieving the new business goals, the organisation needs to formulate a business communication strategy for eliminating the poor business communication channels and for inclining employee’s efforts with management objectives for overall success.

Communication strategy Communication refers to the exchange of ideas and information between sender and recipient. An effective communication in an organisation leads to proper conveying of information and fulfillment of organisational goal. Therefore, communication strategy must be formed to provide proper communication channels to both employees and management for the flow of information as well as for feedback mechanism (Singhal et. al., 2012).

Communication objectives:

1. Effective internal communication mechanism through a proper policy framework.

2. Top- down and bottom-up communication flow for enhanced communication network.

3. Channelizing of proper feedback mechanism (Singhal et. al., 2012). LLOYDS INTERNATIONAL COLLEGE © Modified sep 2020

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Major communicator

Senior management- Management prepares and executes business plans and policies. They form organisation objectives to be fulfilled. These activities need to be conveyed to the entire team for proper working.

Working employees- Employees are the means through which the organisational needs are achieved. They need to have a proper bottom-up conversation to resolve their queries (Singhal et. al., 2012).

Methods of communication- The industry needs to make constant communication with its employees regarding sales services and clients requirements. The best media for communication are emails &telephonic.

Email (Electronic mail)

Email is a written form of communication. It is a formal method, in which any information/ attachment can be conveyed within seconds. It is the best method for the organisation as it would allow quick and fast communication and would also reduce time consumption for a personal talk.

Telephonic

It is the fastest and cheapest form of communication. The organisation must install intercom at all the levels for improved conversation (Argenti & P., 2015). Bottom-up consultation-For effective workplace & employee relation, it is highly important for bottom-up consultation. Currently, the organisation is facing numerous consultation issues due to non-adherence of employee’s consultation (Danaher & Rossiter, 2011).

Two provisions

Monthly employee meeting- Meetings and discussions provide opportunities to employees to place their issues and consultation in front LLOYDS INTERNATIONAL COLLEGE © Modified sep 2020

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of management. Currently, the employees are not satisfied with their pay conditions and this causes dissatisfaction among them. They would provide their reviews such as an increase in pay etc. Since there would be a direct conversation; management can instantly provide their feedback.

Constant supervision-A supervisor must be appointed who constantly supervise and consult with the employees. This supervisor would convey the information to the management and thus, this mechanism would lead to improved work processes. On the other hand, the manager would also convey management feedback to the employees (Danaher & Rossiter, 2011).

Grievance procedure Grievance refers to a formal complaint regarding any dissatisfaction event. In an organisation, it is common for the employees to have grievance or dissatisfaction regarding any business change or business policy (Polster & J, 2011). Therefore, it is indeed necessary for setting up of a grievance procedure for effective employee relations and for better workplace atmosphere. The organisation can follow up, the following grievance policy.

1. Formulation of standard grievance submission form.

2. Setting up of a time period for submission of the grievance form by the aggrieved employee.

3. Any unsatisfied employee, who is unhappy with any policy, can provide a written grievance through the form to the head of the department, within the time limit.

4. The department, then shall call up a meeting between the aggrieved and the management to resolve the matter.

5. The final decision must be submitted in a written form to the aggrieved employee and with the head of the department as well (study.com, 2017).

Part B: Presentation to the senior management team

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LLOYDS INTERNATIONAL COLLEGE © Modified sep 2020

Innovation and Business Industry Skills Council Ltd.

1st edition version: 3

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Assessment Task 1 workplace relationships

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JKL industry is an Australian owned industry. The organisation primarily deals in selling small trucks, forklifts, and spare parts. The organisation is going through a big change in its business plan. The organisation has planned for selling a new range of medium and large trucks through overseas suppliers and closure of rental sector as it has been incurring continuous losses. New business objectives have to be laid down but currently, organisation is facing improper communication channels. This is the biggest hindrance in the path of success.

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The current organisation goal could be achieved through enhanced effective communication channel. Currently, the organisation has not executed any of the modern communication tools. With the advancement of technology, communication has become simpler through various tools and techniques such as emails, telephones, the internet, direct communication through teleconferencing etc. These are faster and effective means of communication. The organisation could use these for improving the flow of conversation...