Essay: Skills And Knowledge For Effective Workplace Relationships.

Activity Objectives

Objective: To provide you with an opportunity to show you have the required skills for this unit.

Thisactivity will enable you to demonstrate the following skills:

ocollects, analyses and evaluates textual information from a range of resources to inform improvement strategies

Oral communication

oselects or adjusts communication style to maintain effectiveness of interaction and build and maintain engagement consistent with organisational requirements

Navigate the world of work

orecognises and follows legislative and organisational requirements relevant to own role

Interact with others

oselects and uses appropriate conventions and protocols when communicating with diverse stakeholders

oadapts personal communication style to build trust and positive working relationships and to show respect for the opinions, values and particular needs of others

oplays a lead role in situations requiring effective collaboration, demonstrating conflict resolution skills and ability to engage and motivate others

oplans and implements activities and processes to manage and review work performance

osystematically gathers and analyses all relevant information to formulate and evaluate possible solutions to difficulties.

Answer the activity in as much detail as possible, considering your organisational requirements.

1.Identify, gain access to, read and understand three different sources of information on leadership (e.g. trade magazines and journals, newspaper articles, websites, blogs, statistics and data, books, legislation etc.).

As evidence of your understanding, write a one-two page report detailing the sources of information you have used and what you have learned from each one. Try to include up to three points of information for each information source used.

2.Over the course of one week, pay attention to the way in which you communicate and interact with team members from different social and cultural backgrounds.

Ask yourself:

How do I adjust my interpersonal styles and methods according to the social/cultural background of my employees?

Which specific styles and methods do I use?

Why do I use these styles and methods?

Are these styles and methods effective?

What could I do to improve the way I communicate and interact with team members from different social and cultural backgrounds?

Keep a log of your observations, perhaps dividing them by the days of the week. At the end of the week, write a one page report summarising the answers to the above questions.

3.Over the course of one week, pay attention to the various organisational policies and procedures, as well as relevant pieces of legislation, that you observe and factor in when making decisions that affect your team. Keep a log of your observations, perhaps divided by the day’s of the week. At the end of the week, write a one page report summarising your findings.

Instructions for Activity 1 - Textual Information Analysis

Include specific policies, procedures and legislation you observe. E.g. ‘When mediating in a conflict between Jack and Niamh, I considered the Fair Work Australia Act 2009, which states that…’

4.Identify a particular team member whose performance is lower than what it needs to be. Over the course of one week, take measures to monitor and review that team member’s output and, at the end of the week, sit down with the individual to discuss their performance, their role, and what the two of you can both do to ensure that the individual gets their work done to a satisfactory standard. To this end, you may choose to conduct a performance appraisal with the individual.

Keep a log of the observations you make and the steps you take. Then, at the end of the process, use your notes to write a one-two page report summarising everything, as well as the results of the process.

Do not include any details that may identify the individual to a third party. Use a pseudonym in place of their name.

Objective: To provide you with an opportunity to show you have the required knowledge for this unit.

The answers to the following questions will enable you to demonstrate your knowledge of:

Give examples of how work relationships, and the cultural and social environment, can support or hinder achieving planned outcomes

Explain techniques for developing positive work relationships and building trust and confidence in a team including interpersonal styles, communications, consultation, cultural and social sensitivity, networking

Explain the impact of legislation and organisational policies on workplace relationships

Describe a range of methods and techniques for communicating information and ideas to a range of stakeholders

Outline problems solving methods

Explain methods to resolExplain methods to manage poor work performance

Explain how to monitor, analyse and introduce ways to improve work relationships.

Answer each question in as much detail as possible, considering your organisational requirements for each one.

1.List three benefits of adjusting interpersonal styles and methods to meet the organisation’s social and cultural environment and three risks associated with failing to do so.

2.List three ways of establishing rapport with a colleague.

3.Explain how you could ensure that you are aware of all relevant policies, procedures and legislation relating to workplace relationships.

4.List five methods and/or techniques for communicating information and ideas to team members and stakeholders.

5.List three methods for solving the problem of poor work performance.

Instructions for Activity 2 - Interpersonal Styles and Cultural Sensitivity

6.List three techniques for resolving conflict.

7.List three methods for managing poor work performance.

8.Using the knowledge you have gained in this unit, outline three ways you could improve work relationships with your team members in the future.

This activity will enable you to demonstrate the followingperformanceevidence:

Access and analyse information to achieve planned outcomes

Apply techniques for resolving problems and conflicts and dealing with poor performance within organisational and legislative requirements

Review and improve workplace outcomes in consultation with relevant personnel

Adjust interpersonal style and communications to respond to cultural and social diversity

Apply relationship management and communication skills  with a range of people that:

odemonstrate integrity, respect, empathy and cultural sensitivity and promote trust

oforge effective relationships with internal and/or external people and help to maintain these networks

oencourage participation and foster contribution of and respect for ideas and feedback

oprovide support to colleagues to resolve difficulties.

Answer the activity in as much detail as possible, considering your organisational requirements.

1.Identify, gain access to, and analyse three separate sources of information that you can use to help you and your team achieve your desired objectives. This information could include performance data and statistics, reports, performance appraisal results, content from newspapers, magazines, websites and blogs, legislation, etc.

Once you have understood this information, produce and give a 5-10 minute presentation to your team members, detailing what you have learned and how you intend to put this information into practice.

Allow 10 minutes at the end of the presentation for a question and answer session, encouraging all relevant personnel to voice their thoughts and opinions and to ask questions regarding the attainment of desired outcomes.

2.Over the course of two weeks, keep a log of every inter-team conflict, and every perfomance-related issue you have to deal with, however great or small.

Specifically, you should log:

The techniques you used for resolving the conflicts

The techniques you used for dealing with poor performance

Why you used these techniques

The extent to which you judge your conflict resolution techniques to have been a success

How you could have done better

The organisational requirements you had to abide by

ØAny relevant legislation you had to bear in mind.

At the end of the two-week period, write a one page report summarising the three things you have learned.

3.Over the course of one week, considers how you adjust interpersonal styles and methods to communicate with people from different social and cultural backgrounds.

Specifically, you should consider:

ØThe social and cultural make-up of your team

ØThe specific styles and methods you use to communicate with different social and cultural backgrounds

ØWhy you use these methods

ØWhether these styles and methods are effective

ØWhat you could do to improve the way you communicate and interact with team members from different social and cultural backgrounds.

Keep a log of your observations, perhaps dividing them by the days of the week. At the end of the week, write a one page report summarising the answers to the above questions.

4.Write a two page email (to be sent to your colleagues) detailing your five top tips for communicating with people at work, maintaining relationships, and networking. For each tip, write one-two paragraphs explaining why it is important and how it can help the individual and their team in the long-term.

Activity Objectives

Prior to commencing the assessments, your trainer/assessor will explain each assessment task and the terms and conditions relating to the submission of your assessment task. Please consult with your trainer/assessor if you are unsure of any questions. It is important that you understand and adhere to the terms and conditions, and address fully each assessment task. If any assessment task is not fully addressed, then your assessment task will be returned to you for resubmission. Your trainer/assessor will remain available to support you throughout the assessment process.

Assessment tasks are used to measure your understanding and underpinning skills and knowledge of the overall unit of competency. When undertaking any written assessment tasks, please ensure that you address the following criteria:

Address each question including any sub-points

Demonstrate that you have researched the topic thoroughly

Cover the topic in a logical, structured manner

Your assessment tasks are well presented, well referenced and word processed

Your assessment tasks include your full legal name on each and every page.

Plagiarism is taking and using someone else's thoughts, writings or inventions and representing them as your own.Plagiarism is a serious act and may result in a learner’s exclusion from a course. When you have any doubts about including the work of other authors in your assessment, please consult your trainer/assessor.The following list outlines some of the activities for which a learner can be accused of plagiarism:

Presenting any work by another individual as one's own unintentionally

Handing in assessments markedly similar to or copied from another learner

Presenting the work of another individual or group as their own work

Handing in assessments without the adequate acknowledgement of sources used, including assessments taken totally or in part from the internet.

If it is identified that you have plagiarised within your assessment, then a meeting will be organised to discuss this with you, and further action may be taken accordingly.

Collusion is the presentation by a learner of an assignment as their own that is, in fact, the result in whole or in part of unauthorised collaboration with another person or persons. Collusion involves the cooperation of two or more learners in plagiarism or other forms of academic misconduct and, as such, both parties are subject to disciplinary action. Collusion or copying from other learners is not permitted and will result in a “0” grade and NYC.

Assessments must be typed using document software such as (or similar to) MS Office. Handwritten assessments will notbe accepted (unless, prior written confirmation is provided by the trainer/assessor to confirm).

Instructions for Activity 1 - Textual Information Analysis

There are two outcomes of assessments: S = Satisfactory and NS = Not Satisfactory (requires more training and experience).

Once the learner has satisfactorily completed all the tasks for this module the learner will be awarded “Competent” (C) or “Not yet Competent” (NYC) for the relevant unit of competency.

If you are deemed “Not Yet Competent” you will be provided with feedback from your assessor and will be given another chance to resubmit your assessment task(s). If you are still deemed as “Not Yet Competent” you will be required to re-enrol in the unit of competency.

Additional evidence

If we, at our sole discretion, determine that we require additional or alternative information/evidence in order to determine competency, you must provide us with such information/evidence, subject to privacy and confidentiality issues.We retain this right at any time, including after submission of your assessments.

We will treat anything, including information about your job, workplace, employer, with strict confidence, in accordance with the law.However, you are responsible for ensuring that you do not provide us with anything regarding any third party including your employer, colleagues and others, that they do not consent to thedisclosure of. While we may ask you to provide information or details about aspects of your employer and workplace, you are responsible for obtaining necessary consents and ensuring that privacy rights and confidentiality obligations are not breached by you in supplying us with such information.

If you feel that you have been unfairly treated during your assessment, and you are not happy with your assessment and/or the outcome as a result of that treatment, you have the right to lodge an appeal.You must first discuss the issue with your trainer/assessor.If you would like to proceed further with the request after discussions with your trainer/assessor, you need to lodge your appeal to the course coordinator, in writing, outlining the reason(s) for the appeal.

Recognised prior learning

Candidates will be able to have their previous experience or expertise recognised on request.

Candidates with special needs should notify their trainer/assessor to request any required adjustments as soon as possible. This will enable the trainer/assessor to address the identified needs immediately.

The third party observation must be submitted to your trainer/assessor, as directed.

The third party observation is to be used by the assessor to assist them in determining competency.

The assessment activities in this workbook assess aspects of all the elements, performance criteria, skills and knowledge and performance requirements of the unit of competency.

Instructions for Activity 2 - Interpersonal Styles and Cultural Sensitivity

To demonstrate competence in this unit you must undertake all activities in this workbook and have them deemed satisfactory by the assessor. If you do not answer some questions or perform certain tasks, and therefore you are deemed to be Not Yet Competent, your trainer/assessor may ask you supplementary questions to determine your competence. Once you have demonstrated the required level of performance, you will be deemed competent in this unit.

Should you still be deemed Not Yet Competent, you will have the opportunity to resubmit your assessments or appeal the result.

As part of the assessment process, all learners must abide by any relevant assessment policies as provided during induction.

If you feel you are not yet ready to be assessed or that this assessment is unfair, please contact your assessor to discuss your options. You have the right to formally appeal any outcome and, if you wish to do so, discuss this with your trainer/assessor.

Observation/Demonstration

Throughout this unit, you will be expected to show your competency of the elements through observations or demonstrations. Your trainer/assessor will have a list of demonstrations you must complete or tasks to be observed. The observations and demonstrations will be completed as well as the activities found in this workbook.

An explanation of observations and demonstrations:

Observation is on-the-job

The observation will usually require:

ØPerforming a work based skill or task

ØInteraction with colleagues and/or customers.

Demonstration is off-the-job

A demonstrationwill require:

ØPerforming a skill or task that is asked of you

ØUndertakinga simulation exercise.

Your trainer/assessor will inform you of which one of the above they would like you to do. The observation/demonstration will cover one of the unit’s elements.

The observation/demonstration will take place either in the workplace or the training environment, depending on the task to be undertaken and whether it is an observation or demonstration. Your trainer/assessor will ensure you are provided with the correct equipment and/or materials to complete the task. They will also inform you of how long you have to complete the task.

You should be able to demonstratethe skills, knowledge and performance criteria required for competency in this unit, as seen in the Learner Guide.

You should supply details of the third party to the assessor before you commence the activities (see below), unless the assessor has already selected a third party themselves.The assessor can then contact the third party in instances where they require more evidence to determine competency, or they cannot observe certain tasks themselves.

Instructions for Activity 3 - Organisational Policies and Legislation

The reasons to use a third party may include:

ØAssessment is required in the workplace

ØWhere there are health and safety issues related to observation

ØPatient confidentiality and privacy issues are involved.

If you are not employed, or able to complete demonstrative tasks in the workplace, you will need to inform the assessor. They will be able to provide you with a simulated environment in which to complete these tasks.

We would prefer that, wherever possible, these be “live” issues for your industry and require application of the principles that you are learning as part of your training.Where this is not possible, you and your third party should simulate the activity tasks and demonstrations that you believe would be likely to arise in your organisation or job role.

Third party evidence can also be used to provide “everyday evidence” of tasks included in your work role that relate to the unit of competency but are not a part of the formal assessment process.

The third party is not to be used as a co-assessor – the assessor must make the final decision on competency themselves.

Documents relevant to collection of third party evidenceare included in the Third Party section in the Observations/Demonstrations document.

Third party details (required information from the learner)

A third party may be required for observations or demonstrations; please provide details below of your nominated third party and obtain their signature to confirm their agreement to participate. This information will be required by your trainer/assessor in advance of arranging any future observations or demonstrations.

It is important to lead employees in an organization in order to guide them through work process towards achieving target. The leaders of the company play a vital role in developing and maintaining strong sense of cohesion as well as collective identity in the teams and thus assuring that all team members adapt to change in ongoing situation. It is important to foster team cohesion as it increases employees performance by producing high effort level. Besides this, fostering team cohesion is important as individuals in cohesive team apt to concentrate more on the entire group and hence are highly motivated to work towards team goal. Moreover, team cohesion is important as it is enhances productivity and job satisfaction within the team.

2.List three different sources of information on leadership.

Leadership source refers to the database that provides learning content for the employees training as well as development. Knowledge about evidence based leadership and application is obtained through different sources of information. For the evidence based leadership, these sources of information involve-

• Different organizations- The information about leadership is collected from interviews as well as surveys from the employees in these organizations
• Scientific sources- Different researches published helped to give provide information about leadership
• Value-added evidence- The information on leadership is also obtained from different stakeholders of an enterprise.

Instructions for Activity 4 - Performance Appraisal and Management

3.List three different ways of sharing information with team members.

One of the main determinant to successful decision making in a team is sharing information among the members. Sharing information with the team members is classified into two dimensions such as – openness and uniqueness. Unique information shred with team member results in larger team- decision making performance. Likewise, open sharing information increases trust as well as cohesion among the team members. The three different ways of sharing information with the team members are-

• Open meetings- This method is the efficient and safest way of sharing information. In this meetings, the team members can ask questions or provide feedback in any cases.
• Forums- it is a new form of sharing information with the team members. It allows to post all shared information in main webpage with the controlled access.
• Using presentations- This method is adopted by the leaders as it helps to easily communicate while sharing information with the team members

This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is required.

Has the activity been answered and performed fully, as required to assess the competency of the learner?

Has sufficient evidence and information been provided by the learner for the activity?

The learner’s performance was: Not yet satisfactory Satisfactory

If not yet satisfactory, date for reassessment:

Feedback to learner

Objective To provide you with an opportunity to 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.List three aspects of being mindful of language.

One part of mindful communication series is being mindful of the language. Being mindful about the language facilitates in becoming aware of the way it impact other individuals. Mindfulness has three various aspects which operate together to bring about state of the mindful awareness. The three aspects of being mindful of language are-

• Intention-The strength of intention aids to motivate in practicing mindfulness on daily basis and quality of mindful awareness.
• Attitude-Mindfulness of language includes paying attention to some attitudes such as – acceptance, kindness and curiosity.
• Attention-This aspect is mainly developed through various kinds of meditation either traditional, informal or formal.

2.List three factors you should be mindful of with regard to body language.

Mindful body language is defined as the way an individual thinks about how body language makes other individual feel and choose to present themselves to other individuals. Some of the factors one must be mindful with regards to body language are-

• Becoming aware of facial expression
• Keeping an eye contact while having conversation with others
• Keeping proper body posture while making conversation with others.

This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is required.

Objective To provide you with an opportunity to lead consultation processes to encourage employees to contribute to issues related to their work, and promptly relay feedback to the work team in regard to outcomes

Instructions for Knowledge Questions

1.What is a consultation process and how should decision makers undertake them?

Consultation process is a vital theory of managing an enterprise. Consultation is the procedure by which the enterprise management aims in better understanding the requirements, wants and expectations of the stakeholders such that the value can be created. Consultation is the active procedure in which the management of the enterprise opens informal as well as formal communication channels between the enterprise and its stakeholders. The decision makers undertake consultation process through adoption of various methods that includes- preparation, designing, implementation, synthesis as well as reporting back, evaluation.

2.List five ways of implementing a consultation process.

The five ways in which consultation process can be implemented are described below-

• Considering information as well as ideas obtained and evaluate against the business requirements
• Recording any decisions made and the basic reasons behind this
• Communicating decision and the reason to the employees as well as representatives
• Implementing change in the enterprise
• Inviting feedback on the procedure for improving the next consultation procedure

This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is required.

Has the activity been answered and performed fully, as required to assess the competency of the learner?

Has sufficient evidence and information been provided by the learner for the activity?

Objective To provide you with an opportunity to seek and value contributions from internal and external sources in developing and refining new ideas and approaches

1.List three internal sources of information and contributions.

It is vital for every business enterprise to develop and refine new ideas before starting new product development procedure. Internal sources are one of the important way of finding and developing new ideas. The three internal sources of information and contributions in new ideas include-

• Research and development (R&D)-The  R&D department of an organization helps to generate new ideas and complete the journey with commercialization of his idea.
• Employees- All the employees of an enterprise that is from executive to the top management is one of the biggest source of new ideas. One employee share their ideas with others, which in turn leads to development of new ideas.
• Enterprise management- This source also helps to provide new ideas to the managers, which in turn helps to integrate new approaches within the company.

2.List three external sources of information and contributions.

External sources are the ones that is affiliated with the organization externally. The three external sources of information for development of new ideas include-

• Customers- they are the most vital source that helps to provide new ideas. The customers provide the information to the organization about their requirements and preferences. This in turn aids the enterprise to develop new ideas and work accordingly.
• Suppliers and distributors- distributors provides ideas for the new product possibilities as they works with the market. Similarly, the suppliers help with information of market , which in turn helps the managers of the company to develop ideas.
• Competitors- they are also considered as one of the vital source of developing and refining ideas. The organization can analyse their competitors and find things that can be used for generation of idea.

This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is required.

Has the activity been answered and performed fully, as required to assess the competency of the learner?

Has sufficient evidence and information been provided by the learner for the activity?

Objective To provide you with an opportunity to implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel as required

Instructions for Assessment 1 - Presentation of Analysed Information

1.List three ways of finding out who you need to contact to ensure that issues are dealt with by appropriate staff members.

The three ways of finding that who must be contacted to ensure that issues are dealt with appropriate staff members are –

Firstly, meet with all the individuals those who are involved in the conflict. This in turn helps to find out the appropriate staff members who must be contacted for resolving issues.

Secondly, arranging the meeting with the staff members and motivate them to summarize their view. This facilitates to contact with the relevant personnel as required.

Thirdly, Paying careful attention to each individual concerns. By listening with the issues, it can be ensured that issues raised are resolved promptly.

2.List three possible solutions for workplace issues.

The three possible solutions for workplace issues are described below-

• Brainstorming-This is a vital way to get input from the staff members and the managers which gives the company huge options it requires to create workable solution.
• Delegation-Every member in a team has their own set of responsibilities. These responsibilities are mainly based on the experience as well as educational background of staff members. However, respecting the responsibility also facilitates the employees to solve any kind of workplace issues.
• Committees-This are the work groups which are responsible for solving workplace issues. The skills of the employees facilitates to resolve the workplace issues.

This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is required.

Has the activity been answered and performed fully, as required to assess the competency of the learner?     Yes         No

Has sufficient evidence and information been provided by the learner for the activity?     Yes         No

Objective To provide you with an opportunity to treat all internal and external contacts with integrity, respect and empathy

List five questions you should ask yourself to ensure you are treating contacts with integrity, respect and empathy when making decisions.

The five questions that one can ask oneself for ensuring that they are treating contacts with integrity, respect and empathy while making decisions are-

• Do integrity in workplace helps to guide all decisions as well as actions of the managers?
• Do empathic response cause us to assess morality of the actions?
• What is the significance of integrity, empathy and respect in the workplace?
• Do trust will inevitably grow in treating people with integrity, empathy and respect?
• Does adoption of effective strategies help to assure that treating contacts with integrity and empathy improves business decision making?

This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment

Has the activity been answered and performed fully, as required to assess the competency of the learner?

Has sufficient evidence and information been provided by the learner for the activity?

Objective To provide you with an opportunity to use the organisation's social, ethical and business standards to develop and maintain effective relationships

List five organisational factors to which social, ethical and business standards may relate

Ethical and business standards are not always enforceable since it is frequently defined and open to interpretation. The five organizational factors to which social, ethical and business standards might relate to includes-

• Legislation-Ira has been known that the government of the nation will intervene as well as enact laws when the businessman becomes unethical as well as selfish.  
• Rules and regulations of government-the law supports rules and regulations  by the government relating to working conditions.
• Social pressures-Social forces also have significant influence on the ethical and business standards. If the company involves in unethical conducts, the consumers becomes indifferent towards the organization.
• Personal ethics code-The personal code of ethics refers to the one that considers business and ethical standards.
• Ethical standards imposed on the manager-The ethical standards that is implemented by the manager also affects their decisions as morality of behaviour.

Instructions for Assessment 2 - Conflict Resolution and Performance Management

This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is required.

Has the activity been answered and performed fully, as required to assess the competency of the learner?

Has sufficient evidence and information been provided by the learner for the activity?

Objective To provide you with an opportunity to gain and maintain the trust and confidence of colleagues, customers and suppliers through competent performance

1.List three ways to establish rapport with colleagues, customers and suppliers

The three ways by which an individual can build rapport with the suppliers, customers and colleagues are given below-

• Being the good listener-The employees of the organization must pay heed to these people in order to analyse them and understand their point of views.
• Building trust with them-The trust among them can be build if the employees of the organization knows their well-being beyond their potential level. This in turn helps the employees to fulfil their requirements and build rapport.
• Being polite with them-One should be polite in the way of speaking with the customers, suppliers and colleagues.

2.What is a professional code of conduct and what is its function?

Professional code of conduct is one of the vital component to any kind of profession that helps to maintain the standards for individuals within those professions to adhere. It mainly brings about responsibility, trust and accountability to the person which the profession serves. This helps to guide the workers of the enterprise by supporting every day decision making.  The functions of professional code of conduct are-

• Maintain highest standards of competence as well as integrity mainly while carrying out statutory duties.
• Professional code of conduct helps the members of the enterprise to solve issues based on the circumstances.
• It helps in building inclusive work culture within the organization but by not being comprehensive solution on its own.

This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment

Has the activity been answered and performed fully, as required to assess the competency of the learner?

Has sufficient evidence and information been provided by the learner for the activity?

The learner’s performance was: Not yet satisfactory Satisfactory

If not yet satisfactory, date for reassessment:

Feedback to learner:

Objective To provide you with an opportunity to adjust interpersonal styles and methods to meet organisation's social and cultural environment

1.List three benefits of adjusting interpersonal styles according to the social and cultural environment.

Interpersonal styles is defined as the way one can interact with all other individuals in the organization. The three benefits of adjusting interpersonal styles based on their social and cultural environment are described below-

• Understanding one’s own style and the others helps to communicate in more effective way,
• Being aware of the different interpersonal styles of the team members also facilitates to make conscious choices on the selection of team members while building teams for meeting particular goals
• Adjusting interpersonal styles based on social and cultural environment helps to understand the strength as well as weaknesses of one’s behavioural style that makes effective contribution to the company.

2.List three problems you may cause if you fail to adjust interpersonal styles and methods.

The three problems that might cause if one fails to adjust interpersonal styles and methods are illustrated below-

• This might lead to bad work culture or environment in the workplace. This in turn lowers the productivity of the employees working in this organization.
• It leads to ineffective communication among the employees working in this organization.
• Failing to adjust interpersonal styles as well as methods creates conflicts among the team members regarding task related activities.

This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is required.

Instructions for Assessment 3 - Interpersonal Styles and Cultural Sensitivity

Has the activity been answered and performed fully, as required to assess the competency of the learner?

Has sufficient evidence and information been provided by the learner for the activity?

Objective To provide you with an opportunity to lead and encourage other members of the work team to follow examples set according to organisation's policies and procedures

List three expected behaviours you would demonstrate in order to set an example to your team members.

The behaviour of a leader mainly demonstrates to set example before their team members and improve their work within the team. By determining appropriate set of expected behaviours helps to enhance the productivity in a team and improve the dynamics of the team. The three expected behaviours that one must demonstrate for setting example before their team members are-

• Treating all the team members with high dignity as well as respect
• Consistently share the knowledge as well as information within the team
• Actively seeking and receiving feedback from the team members for further improvement in the work.

Activity 2E checklist – for assessor

This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is required.

Has the activity been answered and performed fully, as required to assess the competency of the learner?

Has sufficient evidence and information been provided by the learner for the activity?

Objective To provide you with an opportunity to use networks to identify and build relationships

The three ways by which an individual can help staff to start networking are described below-

• Teaching the staff how to effectively network for the organization by bringing the local networking professionals for the in- house trainings
• Motivating the staffs to bring referrals to the organization.
• Ensuring that the staff watches the leaders practicing their networking skills , so that it can help to improve their networking skills.

The three ways by which relationship with the employees, customers, suppliers, stakeholders and other business associates can be met are –

• By paying attention to the requirements of the business associates-An individual must be proactive by predicting the requirements of business they interact on regular basis.
• Effective communication- The employees of the organization communicate with the clients, customers and suppliers to build relations with them
• Meeting face to face- The employees of the enterprise must have in- person meetings with the business associates whenever possible.

This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is required.

Has the activity been answered and performed fully, as required to assess the competency of the learner?

Has sufficient evidence and information been provided by the learner for the activity?

Objective To provide you with an opportunity to use networks and other work relationships to provide identifiable benefits for the team and organisation

1.List three benefits of networking for team members.

The three benefits of networking with the team members of the organization are illustrated below-

• As networking is about sharing as well as caring, it helps to strengthen relationship with other team members as each one assists each other towards goals
• It develops and refine new ideas in the business and provides huge source of new perspectives
• It facilitates the team members to build confidence, as it requires meeting new individuals and effectively stepping out of comfort zone.

The three benefits of networking for the enterprise are illustrated below-

• Enhances opportunities in business- Networking creates new opportunities for the business owners in align with the business mission and vision
• Raises an employees profile- Being visible as well as getting noticed is one of the benefits of networking. It helps to build reputation and increases ones profile.
• Stay connected- Networking helps an individual to stay connected with all the clients and other business partners.

This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is required.

Has the activity been answered and performed fully, as required to assess the competency of the learner?

Has sufficient evidence and information been provided by the learner for the activity?

Objective To provide you with an opportunity to identify and analyse difficulties and take action to rectify the situation within the requirements of the organisation and relevant legislation

1.What is the Platinum Rule?

The platinum rule in business is defined as the way of treating others the want to be treated. The main goal of this Platinum rule is to make productive relationships with the other individual so that they can take action for rectifying the situation within the enterprise requirements. One of the keys to use the Platinum rule is to understand the personality style of the person and treat him or her in appropriate way.

2.List three guidelines to bear in mind when resolving conflict.

A conflict refers to a disagreement between the two persons in which one individual perceives threats to their requirements, interests, concerns and values. For preventing conflicts , it is vital to understand responses of the persons and be aware of their requirements and concerns. The three guidelines that one should keep in mind while resolving conflicts are-

• Make distinction between an individual and the problem- The opinions as well as emotions must be expressed in the way it facilitates process of attaining satisfying outcomes
• Maintain contact with the counterpart- Working in a contact can help to improve relationship and resolve conflicts.
• Treating each other with utter respect and confidentiality- This can facilitate to resolve conflicts without any further issues