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Course: BSB42415-Certificate IV in Marketing and

Communication

Unit Code and Name: BSBLDR402 Lead effective workplace relationships

Assessment item: #2- Short answer questions and Case Study

Due date: Week 4 (Extension requires prior approval from

your assessor)

Trainer/Assessor: TBC

Context and Purpose of the assessment:

This assessment will assess your skills and knowledge in the area of identifying
strategic change needs in relation to ‘BSBLDR402 Lead effective workplace
relationships’ unit of competence. The following table maps the assessment
activity against elements and performance criteria of the Unit:

Questions Performance Criteria

1.1 Collect relevant information from appropriate sources
and analyse and share with the work team to improve work
performance

1.2 Communicate ideas and information in a manner which

is appropriate and sensitive to the cultural and social
diversity of the audience and any specific needs

1.3 Lead consultation processes to encourage employees to

contribute to issues related to their work, and promptly
All questions relay feedback to the work team in regard to outcomes
(holistic)
1.4 Seek and value contributions from internal and external
sources in developing and refining new ideas and
approaches

1.5 Implement processes to ensure that issues raised are

resolved promptly or referred to relevant personnel as
required
2.1 Treat all internal and external contacts with integrity,
respect and empathy

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2.2 Use the organisation's social, ethical and business

standards to develop and maintain effective relationships

2.3 Gain and maintain the trust and confidence of

colleagues, customers and suppliers through competent
performance

2.4 Adjust interpersonal styles and methods to meet

organisation’s social and cultural environment

2.5 Lead and encourage other members of the work team

to follow examples set according to organisation’s policies
and procedures

 The student must have access to a Computer, Printer and Microsoft Office
Suite Applications (2003 or 2007) for doing the assessment for this unit.

 If you are not sure about any aspect of this assessment, please ask for
clarification from your assessor.

 If the assessment is not satisfactory, the trainer will allow one more
attempt to the assessment item.

 The responses to assessment questions should be in your own words and

examples from workplace should be used wherever possible.

Short answer questions

1. List four sources of information (two internal and two external) which may

include print, non-print, internal and external sources that you could used

to assist with team management in your industry or any industry you are

familiar with. How do you or how could you use the source to assist your

team management? You may use a template like the one below; (1.1)

Source Use
Surveys (Internal) I would use it to know what is the needs of the

team members and identify what are they

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satisfied with and not and use the information to

fix the non-satisfied things

Questionnaire I would use the answers from the questionnaire to

(Internal) modify the rules and make them according to the

team members liking.

Forums (External) I would use the forums to know what the people

are thinking about our company’s management

and use those reviews to improve our team

management
Blogs (External) I would use the blogs as same as the forums

2. Write down the factors you would consider as a manager in order to

communicate effectively and build relationships with people from diverse

range of cultural and social backgrounds. (1.2)

I would consider the following factors as a manager to communicate with

people from diverse social backgrounds:

 Keep an open mind

 Have at least some knowledge of people’s cultural backgrounds
 Practice active listening
 Watch your nonverbal communication
 Maintain a personal touch

3. Sarah manages an administration team. Following a recent review of the

organization’s data management it was found that essential procedures

were not being followed by some personnel in her department. Outline

how you will perform the steps that Sarah will need to take so that she can

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address the situation by communicating appropriately with the

administration team. (1.2 and 1.3)

Establish a purpose She could remind her team by

projecting the bigger picture and

vision of the company.

Know the audience She could talk with her

administration on a personal level

and sort out their problems.

Select a type of communication She could use communication

tools like group video calls and

Instagram live.
Employ and strategies (to ensure She could make sure goals are

that communication is attainable but challenging and

understood, appreciated and create a plan for success.

followed)

Check communication She could check the archive of the

messages and see how well her

team responds.

4. What processes you should implement to ensure that relevant issues in

organization (due to disagreement, communication gaps or technical

problems) are solved properly or referred to appropriate personnel? List

down various internal and external sources to seek for new ideas and

approaches.

Here are four ways to resolve conflict – and improve colleague

relationships – through better communication. 
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1.Address issues immediately and openly.

When a conflict arises among your team members, action should be taken

quickly to resolve it.

2. Set clear expectations.

Managing expectations – both in terms of what you expect from others and
what they expect of you – is one of the most important things a team can
do to facilitate better communication. Anything you or your colleagues
need from each other should be clearly defined and expressed.

3. Build listening skills.

You may be hearing what your colleagues have to say, but are you actually
listening to them? People's minds often wander when others are speaking,
especially in a group setting, and they don't truly absorb what's been said.
Even in digital communications, it's easy to read a message and
immediately forget about it

4.Recognize and respect personal differences.

Opposing viewpoints, behaviours and work styles can cause a lot of

arguments and misunderstandings among colleagues, Wortham said. If
clashing personalities are the root cause of a lot of your team's problems,
work on being more aware of the differences in how you view a situation.

Case Scenario based questions

Nick Jones has just been appointed as a Project leader in a Web hosting company in

Sydney. There are altogether 15 people who will be working in the upcoming project.

Nick has found that the team is fully diverse with people coming from different ethnic

background and having a range of experiences. Nick has already interacted with few

of them and found they have different views and expectations from the workplace.
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Nick also came to know that the workplace has an existing culture where attitudes

towards diversity and difference are discriminatory. He is now unsure of how to make

the group fit for the project and build trust among the members. Nick approached

you for advice.

1. Draft a line of actions that you would suggest to Nick.

I would suggest him the following things:

 Listen to the team members

 Do not discriminate between team members

 Give everybody and opportunity to differentiate themselves

2. What should he have done to ensure that everyone treat every other staff

with respect and empathy? Explain how the social, ethical and business

standards can be effective to maintain effective workplace relationships?

(2.2)

He should have organized games and travel events so that they could

know each other on a personal level. The social, ethical and business

standards can be effective to maintain effective workplace relationships in

the following ways:

 It develops confidence and cooperation among the team members

 People are treated with integrity, mutual respect and empathy.

 Problems are identified and analyzed, and action is taken to rectify

the situation with minimal disruption to performance

3. How could Nick build a trustworthy relationship among all staff members

despite all the existing differences? What benefits it will provide if done

properly? (2.3)

Nick could build a trustworthy relationship by engaging them as much

possible and make everyone feel appreciated and important. This will help

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them in team projects and being together during difficult times.

4. What sort of inter-personal style and methods are appropriate for the

managers who are in Australian workplaces where diversity and cultural

differences are quite common? (1.2)

Following methods are appropriate:

 Developing listening skills

 Encouraging self-expression

5. ‘People in the organization who hold leadership positions must act in a specific

way to establish a modeled behavior, so that others can follow’. Do you agree

with this? What sort of behavior should the leaders adopt in order to

encourage the whole work-team? Discuss. (2.5)

Yes, I agree with the above statement. The leader should adopt the

following behavior:

 Honesty and Integrity.

 Inspire Others.
 Commitment and Passion.
 Good Communicator.
 Decision-Making Capabilities.
 Accountability.
 Delegation and Empowerment.
 Creativity and Innovation.

6. Explain how the company could adjust interpersonal styles and methods to

meet organization’s social and cultural environment. (2.4)

The company could adjust in the following ways:

 Learn a few key phrases. Because clear communication is essential

for effective functioning, it is necessary that each of your employees
understand what your clients and customers need.
 Learn your client's culture.
 Promote appreciation of cultural differences.
 Be open to trying new things.
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 Be accommodating.

************End of Assessment 2***********

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