VCID. ACOT Training and Assessment | My Assignment Tutor

BSBWOR203Work effectively with othersLearner GuideP a g e | 1VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Table of ContentsUnit of Competency ………………………………………………………………………………………………………….. 5Application …………………………………………………………………………………………………………………………. 5Unit Sector …………………………………………………………………………………………………………………………. 5Performance Criteria……………………………………………………………………………………………………………. 6Foundation Skills …………………………………………………………………………………………………………………. 7Assessment requirements ……………………………………………………………………………………………………. 81. Develop effective workplace relationships ……………………………………………………………………….. 101.1 – Identify own responsibilities and duties in relation to workgroup members and undertakeactivities in a manner that promotes cooperation and good relationships …………………………………… 11Responsibilities and duties …………………………………………………………………………………………………. 11Code of Conduct………………………………………………………………………………………………………………… 11Job description and employment arrangements……………………………………………………………………. 12Organisation’s policy relevant to work role…………………………………………………………………………… 13Skills, training, and competencies………………………………………………………………………………………… 13Supervision and accountability requirements ……………………………………………………………………….. 14Environmentally sustainable working practices …………………………………………………………………….. 15Team structures ………………………………………………………………………………………………………………… 15Activity 1A ………………………………………………………………………………………………………………………… 171.2 – Take time and resource constraints into account in fulfilling work requirements of self andothers………………………………………………………………………………………………………………………………….. 18Project management………………………………………………………………………………………………………….. 18Time constraints………………………………………………………………………………………………………………… 18Resource constraints………………………………………………………………………………………………………….. 19Activity 1B ………………………………………………………………………………………………………………………… 201.3 – Encourage, acknowledge and act on constructive feedback provided by others in the workgroup…………………………………………………………………………………………………………………………………………… 21Constructive feedback ……………………………………………………………………………………………………….. 21Formal/informal performance appraisals……………………………………………………………………………… 22Obtaining feedback from clients………………………………………………………………………………………….. 22Obtaining feedback from supervisors and colleagues…………………………………………………………….. 22Personal, reflective behaviour strategies ……………………………………………………………………………… 23Routine organisational methods for monitoring service delivery …………………………………………….. 23P a g e | 2VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Activity 1C ………………………………………………………………………………………………………………………… 242. Contribute to workgroup activities …………………………………………………………………………………. 252.1 – Provide support to team members to ensure workgroup goals are met ………………………………. 26Providing support………………………………………………………………………………………………………………. 26Explaining/clarifying…………………………………………………………………………………………………………… 27Helping colleagues …………………………………………………………………………………………………………….. 27Problem-solving ………………………………………………………………………………………………………………… 27Providing encouragement…………………………………………………………………………………………………… 28Providing feedback to a team member ………………………………………………………………………………… 28Undertaking extra tasks if necessary ……………………………………………………………………………………. 28Activity 2A ………………………………………………………………………………………………………………………… 292.2 – Contribute constructively to workgroup goals and tasks according to organisationalrequirements ……………………………………………………………………………………………………………………….. 30Contribute to workgroup ……………………………………………………………………………………………………. 30Organisational requirements ………………………………………………………………………………………………. 31Teamwork ………………………………………………………………………………………………………………………… 31Activity 2B ………………………………………………………………………………………………………………………… 322.3 – Share information relevant to work with workgroup to ensure designated goals are met……… 33Sharing relevant information………………………………………………………………………………………………. 33Documentation requirements …………………………………………………………………………………………….. 34Collaboration in the workplace……………………………………………………………………………………………. 34Activity 2C ………………………………………………………………………………………………………………………… 352.4 – Identify and plan strategies/opportunities for improvement of workgroup in liaison withworkgroup……………………………………………………………………………………………………………………………. 36Strategies and opportunities for improvement……………………………………………………………………… 36Career planning/development…………………………………………………………………………………………….. 36Coaching, mentoring and/or supervision ……………………………………………………………………………… 37Formal/informal learning programs …………………………………………………………………………………….. 37Internal/external training provision……………………………………………………………………………………… 38Performance appraisals ……………………………………………………………………………………………………… 38Personal study…………………………………………………………………………………………………………………… 38Recognition of current competence (RCC)/skills ……………………………………………………………………. 38Activity 2D ………………………………………………………………………………………………………………………… 393. Deal effectively with issues, problems and conflict…………………………………………………………….. 40P a g e | 3VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20193.1 – Respect differences in personal values and beliefs and their importance in the development ofrelationships…………………………………………………………………………………………………………………………. 41Personal values and beliefs…………………………………………………………………………………………………. 41The development of relationships ……………………………………………………………………………………….. 42Anti-discrimination legislation …………………………………………………………………………………………….. 43Activity 3A ………………………………………………………………………………………………………………………… 443.2 – Identify any linguistic and cultural differences in communication styles and respondappropriately………………………………………………………………………………………………………………………… 45Cultural differences in communication styles………………………………………………………………………… 45Non-verbal communication ………………………………………………………………………………………………… 45Activity 3B ………………………………………………………………………………………………………………………… 473.3 – Identify issues, problems and conflict encountered in the workplace ………………………………….. 48Issues and problems in the workplace………………………………………………………………………………….. 48Workplace stress……………………………………………………………………………………………………………….. 48Workplace bullying ……………………………………………………………………………………………………………. 49Workplace violence……………………………………………………………………………………………………………. 49Safety issues in the workplace…………………………………………………………………………………………….. 50Discrimination in the workplace ………………………………………………………………………………………….. 50Conflict within the workplace ……………………………………………………………………………………………… 51Responsibility ……………………………………………………………………………………………………………………. 51Leadership………………………………………………………………………………………………………………………… 51Background ………………………………………………………………………………………………………………………. 51Style…………………………………………………………………………………………………………………………………. 51Personality ……………………………………………………………………………………………………………………….. 51The effects of conflict in the workplace………………………………………………………………………………… 52Activity 3C ………………………………………………………………………………………………………………………… 533.4 – Seek assistance from workgroup members when issues, problems and conflict arise and suggestpossible ways of dealing with them as appropriate or refer them to the appropriate person…………. 54Dealing with issues and problems within the workplace ………………………………………………………… 54Conflict resolution techniques …………………………………………………………………………………………….. 54Setting the scene……………………………………………………………………………………………………………….. 55Gathering information ……………………………………………………………………………………………………….. 55Agreeing the problem ………………………………………………………………………………………………………… 55Discussing possible solutions ………………………………………………………………………………………………. 55Negotiating a solution………………………………………………………………………………………………………… 56P a g e | 4VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Activity 3D ………………………………………………………………………………………………………………………… 57Summative Assessments………………………………………………………………………………………………………… 58P a g e | 5VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Unit of CompetencyApplicationThis unit describes the skills and knowledge required to work cooperatively with others and dealeffectively with issues, problems and conflict.It applies to individuals who perform a range of routine tasks using a limited range of practical skills, anda fundamental knowledge of teamwork in a defined context under direct supervision or with limitedindividual responsibility.No licensing, legislative, regulatory or certification requirements apply to this unit at the time ofpublication.Unit SectorIndustry Capability – Workplace EffectivenessP a g e | 6VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Performance Criteria ElementElements describe theessential outcomes.Performance CriteriaPerformance criteria describe the performance needed todemonstrate achievement of the element.1. Develop effectiveworkplacerelationships1.1 Identify own responsibilities and duties in relation toworkgroup members and undertake activities in a mannerthat promotes cooperation and good relationships1.2 Take time and resource constraints into account in fulfillingwork requirements of self and others1.3 Encourage, acknowledge and act on constructive feedbackprovided by others in the workgroup2. Contribute toworkgroup activities2.1 Provide support to team members to ensure workgroupgoals are met2.2 Contribute constructively to workgroup goals and tasksaccording to organisational requirements2.3 Share information relevant to work with workgroup toensure designated goals are met2.4 Identify and plan strategies/opportunities for improvementof workgroup in liaison with workgroup3. Deal effectively withissues, problems andconflict3.1 Respect differences in personal values and beliefs and theirimportance in the development of relationships3.2 Identify any linguistic and cultural differences incommunication styles and respond appropriately3.3 Identify issues, problems and conflict encountered in theworkplace3.4 Seek assistance from workgroup members when issues,problems and conflict arise and suggest possible ways ofdealing with them as appropriate or refer them to theappropriate person P a g e | 7VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Foundation SkillsThis section describes language, literacy, numeracy and employment skills incorporated in theperformance criteria that are required for competent performance.Reading➢ Identifies and interprets information to determine task requirements.Writing➢ Completes required documentation using organisational formats➢ Composes simple documents for others to read.Oral Communication➢ Presents information and seeks advice using language and features appropriate to audience➢ Participates in discussions using listening and questioning to elicit views of others and to clarifyor confirm understanding.Numeracy➢ Interprets information related to timeframes and resource quantities.Navigate the world of work➢ Understands responsibilities of own role and follows explicit and implicit organisationalprotocols and procedures.Interact with others➢ Selects and uses appropriate communication practices when seeking or sharing information➢ Establishes and builds rapport and relationships with others to foster a culture of respect andcooperation in communications.Get the work done➢ Plans and organises work commitments to ensure deadlines and objectives are met➢ Uses formal analytical thinking techniques to recognise and respond to routine problems.P a g e | 8VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Assessment requirementsPerformance evidenceEvidence of the ability to:➢ Identify own responsibilities in relation to the team and the organisation’s requirements➢ Work effectively in a workgroup including:o supporting team memberso using culturally appropriate communication skillso acting on constructive feedbacko cooperating and contributing to team goalso identifying improvement opportunities➢ Identify problems and conflicts and address them appropriately.Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.Knowledge EvidenceTo complete the unit requirements safely and effectively, the individual must:➢ Outline the organisational standards, policies and procedures that relate to own work role➢ Outline team responsibilities and duties and their relationship to individual responsibilities andduties.➢ Summarise conflict resolution techniques.P a g e | 9VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Assessment conditionsAssessment must be conducted in a safe environment where evidence gathered demonstratesconsistent performance of typical activities experienced in the industry capability – workplaceeffectiveness field of work and include access to:➢ Office equipment and resources➢ Workplace documentation➢ Case studies and, where possible, real situations➢ Interaction with others.Assessors must satisfy NVR/AQTF assessor requirements.LinksCompanion Volume implementation guides are found in VETNet –https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10P a g e | 10VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20191. Develop effective workplace relationships 1.1.Identify own responsibilities and duties in relation to workgroup members and undertakeactivities in a manner that promotes cooperation and good relationships 1.2.Take time and resource constraints into account in fulfilling work requirements of self andothers 1.3. Encourage, acknowledge and act on constructive feedback provided by others in the workgroupP a g e | 11VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20191.1 – Identify own responsibilities and duties in relation to workgroup membersand undertake activities in a manner that promotes cooperation and goodrelationshipsBy the end of this chapter, the learner should be able to:➢ Identify two responsibilities or duties that a person should have to make the proposedsystem work effectively➢ Explain why good cooperation and teamwork with staff is essential to making a givensystem work.Responsibilities and dutiesEmployees must identify, understand and live up to their responsibilities and duties in order for aworkplace to function effectively.Responsibilities and duties may include:➢ Code of Conduct➢ Job description and employment arrangements➢ Organisation’s policy relevant to work role➢ Skills, training and competencies➢ Supervision and accountability requirements including WHS➢ Environmentally sustainable working practices➢ Team structures.Code of ConductA code of conduct is a communication tool, outlining the responsibilities of an individual employee andthe organisation as a whole. It is often found in the employee handbook, and it defines what theorganisation considers to be acceptable behaviour. It also provides a framework for ethical decisionmaking. A code of conduct does not need to be complicated; it should simply inform the employee oforganisational expectations. The code of conduct will act as a protection for the organisation in theevent that an employee’s contract has to be terminated.A workplace code of conduct should:➢ Be clear➢ Promote business values➢ Be specific➢ Be flexible➢ Take individual circumstances into account.P a g e | 12VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Codes of conduct will differ between organisations. However, they will all contain behaviour guidelinesthat are consistent with organisational policies and values.Job description and employment arrangementsA job description is a written statement of a particular job that helps employees to understand theirrole. It is usually based on the findings of a job analysis and can be used when measuring the worker’sperformance.A job description may include:➢ Job title➢ Responsibilities/duties➢ Reporting requirements➢ Working conditions➢ Required qualifications➢ Desired skills➢ Information regarding wages.Employment arrangements are a formal agreement regarding working hours that suit the organisation’sneeds. There are many different types of employment arrangements.Employment arrangements may include:➢ Full time➢ Part-time➢ Casual➢ Fixed term➢ Commission.Flexible employment arrangements are essential in achievingeconomic growth.P a g e | 13VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Organisation’s policy relevant to work rolePolicies within an organisation are written statements that outline plans based on the values of theorganisation.Examples of policies include:➢ Confidentiality➢ Health and safety➢ Access and equity➢ Code of conduct➢ Risk management➢ Human resources.Relevant organisational policies should be always considered and reflected in your workplace activities.Skills, training, and competenciesWorker skills are essential for the achievement of qualifications and experience. They can also increasethe chances of successful development in the workplace.Skills should allow an employee to:➢ Get along with their colleagues➢ Develop respect➢ Solve problems➢ Make critical decisions➢ Become a strong part of an organisation.Examples of skills include:➢ Interpersonal skills➢ Technology skills➢ Communication skills➢ Presentation skills➢ Numeracy skills➢ Leadership skills➢ Critical thinking skills.Employee training is essential for the success of an organisation. It provides an opportunity forexpansion of the employee’s knowledge.P a g e | 14VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Training is important because:➢ It provides an opportunity for education about the effective use of technology➢ A consistency of employee knowledge can be developed➢ Skills can be improved➢ Qualifications can be obtained➢ Productivity and profitability can be improved➢ Health and safety can be promoted➢ Opportunities for career development can be created➢ It is part of laws and regulations.Workplace competencies should be used in order to define and measure the effectiveness of particularemployees. A workplace competency describes the required characteristics, behaviours, attributes, orskills for success in a specific job role. They provide employees with clear guidance regardingperformance expectations. They also highlight behaviours that are valued by organisations. There arelots of different competencies within the workplace. It is essential to know which ones are relevant toyour specific job role and your organisation.Workplace competencies may include:➢ Mindfulness➢ Proactivity➢ Self-responsibility➢ Communication➢ Productivity.Supervision and accountability requirementsSupervision is essential for an organisation to reach its full potential. It includes the coaching, trainingand development of employees.Supervisors’ responsibilities include managing:➢ The work➢ The system➢ Self➢ Others.A good supervisor should display leadership qualities and provide employees with professionaldirection. It is the employee’s responsibility to ensure their actions fulfil the supervisor’s expectations.P a g e | 15VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Accountability in the workplace is concerned with employee responsibilities.For example:➢ Being present for their shifts and completingassigned tasks➢ Ensuring health and safety of self and others➢ Fulfilling the organisation’s goals➢ Performing the required duties.The employee should accept responsibility for the completionof tasks and functions. They should be prepared to face theconsequences of poor performance.Environmentally sustainable working practicesAll organisations should recognise the importance of working in environmentally responsible ways. It isan employee’s responsibility to follow environmentally friendly practices and minimise their impact onthe environment. Environmentally sustainable work practices reduce harm to the environment andensure that resources aren’t unnecessarily wasted.Environmentally sustainable work practices may include:➢ Reducing waste➢ Re-using materials when possible➢ Recycling relevant materials➢ Disposing of waste responsibly➢ Minimising energy waste➢ Avoiding air or water pollution.Team structuresTeam structures relate to the composition of organisational work groups. A good team structure shouldpromote teamwork and have a clear leader. Each team member should commit to their specific role inorder to maintain effective teamwork. It is an employee’s responsibility to identify, understand, anddemonstrate their roles.The employee responsibilities and duties outlined above should be considered in relation to theperformance of workgroup members.P a g e | 16VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Workgroup members may include:➢ Coach/mentor➢ Other members of the organisation➢ Peers/work colleagues/team/enterprise➢ Supervisor or manager.Work activities should be undertaken in ways which promotecooperation and good relationships.Ways to do this include:➢ Showing respect and encouraging others➢ Working together with others and listening carefully➢ Adapting what you say to a specific situation.P a g e | 17VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Activity 1AP a g e | 18VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20191.2 – Take time and resource constraints into account in fulfilling workrequirements of self and othersBy the end of this chapter, the learner should be able to:➢ Describe three potential problems with a given strategy, taking into account time andresource constraints.Project managementA project is a network of tasks for the creation or modification of a product or service within a limitedduration. Resources should be allocated for suitable project time and budgeting, accounting for anyconstraints. It is likely that the organisation’s options will be limited by such constraints. However,project management should allow for the planning, organisation, and control of resources, proceduresand protocols. This will increase the chance of realising organisational goals. The greatest challenge ofproject management is honouring the constraints and achieving project goals and objectives.There are two main types of constraints:➢ Time constraints➢ Resource constraints.Time constraintsTime constraints relate to the timeframes and deadlines set for the completion of organisational tasks.Sequences of tasks often have to be completed on schedule in order to avoid delaying the entireproject. A budget increase may be necessary for the allocation of resources and achievement of setdeadlines.Delays could be prevented by:➢ Allocating additional human resources➢ Offering workers overtime➢ Hiring temporary staff from an agency.Time management is an effective way of avoiding issues associated with the scheduled completion ofprojects.Effective ways to manage time include:➢ Prioritisation of tasks➢ Discipline➢ Organisation➢ Schedule development➢ Effective planning and commitmentP a g e | 19VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019➢ Allocation of time for meetings.Resource constraintsResource constraints are the physical limits that apply to organisations. They include elements that canbe easily controlled.These include:➢ Human resources➢ Raw materials➢ Equipment➢ Stock and supplies➢ Software.A change of resources may be necessary in order to ensure completion of a project in accordance withthe budget and deadline. However, budget restrictions may prevent successful completion and result inpostponement. Resource management requires the planning, allocation and scheduling of resources forspecific tasks. Such resources include manpower, money, machines, and materials. Management shouldensure that they have the precise amount of resources and that workers are allocated suitable tasks.The forecasting of resource demands should ensure that projects can be successfully completed.Resource levelling is likely to have a positive effect and minimise the chance of excess or resourceshortages. Organisations should prepare for the worst.Examples of resource management include:➢ Timesheet software➢ Employee time tracking software➢ Time and expenses tracking➢ Resource Management Planning (RMP)➢ Critical Chain Project Management (CCPM).The benefits of managing, understanding, and balancing time and resource constraints may include:➢ Improvement in cost-effectiveness➢ Assistance in the effective management of projects➢ Assistance with regards to operational efficiency➢ Development of innovative, resourceful and, creative management➢ Effective scheduling of resources.Time and resource constraints should be taken into account when attempting to fulfil workrequirements.P a g e | 20VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Activity 1BP a g e | 21VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20191.3 – Encourage, acknowledge and act on constructive feedback provided byothers in the workgroupBy the end of this chapter, the learner should be able to:➢ Identify how to acknowledge feedback➢ Explain an action which could be taken in response to feedback given.Constructive feedbackYou should encourage, acknowledge, and act on constructive feedback provided by others in theworkgroup. Such feedback should be based on observations and be specific to the issues that you haveto deal with in the workplace. It should be constructive and information-specific. You will be expectedto show appreciation when positive feedback is given. However, negative feedback should be given withconcern and care. Feedback is essential for the management of performance within your organisation. Itis a useful means of indicating when work is progressing well. However, it can also help in theidentification and resolution of problems.Feedback should be:➢ Straightforward➢ Sincere➢ Encouraging➢ Supportive➢ Useful➢ Meaningful➢ Respectful➢ Informal➢ Verbal.Feedback may include:➢ Formal/informal performance appraisals➢ Comments made by clients➢ Appraisals given by supervisors and colleagues➢ Personal and reflective behaviour strategies➢ Routine organisational methods for monitoring service delivery.P a g e | 22VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Formal/informal performance appraisalsThe performance appraisal is a process involving the examination and evaluation of professionalbehaviour. It should be based upon established standards and carried out by a manager or supervisor.The results of the comparison will be documented and used in the provision of feedback. It shouldspecify areas of improvement. This is an important part of career development. Performance appraisalshelp to justify termination decisions and decisions to increase pay and bonuses. They can be eitherformal or informal.Performance appraisals can help to determine:➢ Which employees need training➢ What training is needed➢ Who will be fired➢ Who will be promoted➢ Who will be demoted.Obtaining feedback from clientsIt is important for organisations to obtain client feedback. Clients have different perspectives andexperienced which can be referred to as a means of identifying necessary areas of organisationaldevelopment. Feedback can also be used as a measurement of clientsatisfaction.Ways to obtain feedback from clients include:➢ Feedback forms➢ Surveys➢ Emails➢ Usability tests➢ Interviews➢ Social media.Obtaining feedback from supervisors and colleaguesYou should seek the feedback of a trusted and respected colleague or supervisor. They should also haverespect for you. A structured approach should be used in order to obtain helpful, useful and valuablefeedback. It is important to pose specific and open-ended questions.Don’t ask:➢ Can you give me your feedback on this, please?➢ What do you think?P a g e | 23VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Personal, reflective behaviour strategiesPersonal reflective behaviour strategies can be used as a means of reflecting on your performance. Youshould aim to learn from experience.In this process:➢ Think about what you did.➢ What happened?➢ What you would do differently next time?Routine organisational methods for monitoring service deliveryService delivery is concerned with how organisations interact with their clients. Good service deliveryprovides client with increased value. The method of monitoring service delivery will depend on thenature of the organisation.Guidelines for constructive feedback include:➢ Timing➢ Frequency➢ Manner➢ Content.When receiving constructive feedback, an employee should:➢ Listen carefully➢ Reflect on what is said➢ Ask for clarification➢ Not be defensive or argue.Constructive feedback can help you to:➢ Work efficiently➢ Improve weaknesses➢ Develop good relationships➢ Accomplish goals.P a g e | 24VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Activity 1CP a g e | 25VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20192. Contribute to workgroup activities2.1. Provide support to team members to ensure workgroup goals are met 2.2.Contribute constructively to workgroup goals and tasks according to organisationalrequirements 2.3. Share information relevant to work with workgroup to ensure designated goals are met 2.4.Identify and plan strategies/opportunities for improvement of workgroup in liaison withworkgroup P a g e | 26VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20192.1 – Provide support to team members to ensure workgroup goals are metBy the end of this chapter, the learner should be able to:➢ Describe three ways to support the delivery of a given strategy.Providing supportA good team member:➢ Listens➢ Communicates➢ Is reliable and flexible➢ Shares knowledge and experience➢ Cooperates➢ Commits to the team➢ Solves problems➢ Helps others➢ Is respectful➢ Offers support.It is essential to provide support to team members to ensure all workgroup goals are met.Support for team members may include:➢ Explaining/clarifying➢ Helping colleagues➢ Problem-solving➢ Providing encouragement➢ Providing feedback to a team member➢ Undertaking extra tasks if necessary.P a g e | 27VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Explaining/clarifyingIt might be necessary to explain or clarify important organisational requirements.Examples include:➢ Policies➢ Procedures➢ Instructions➢ Preferred method to complete tasks➢ Workplace hazards risks➢ Workplace controls.Clarification and explanations regarding these organisational aspects will be necessary for teammembers to establish an understanding of organisational expectations. It should be possible to avoidconfusion and misunderstanding.Helping colleaguesIt might be necessary to assist team members in the completion of tasks for the achievement of teamgoals and deadlines. This will be the case whenever your own work tasks have already been completed.Problem-solvingYou should help your colleagues to solve problems. Strong teamwork will be necessary for the effectiveresolution of problems. An efficient team will be able toattend to more issues than an inefficient one.Effective problem solving involves:➢ Identifying the issues➢ Understanding each team members’interests➢ Creating a list of possible solutions➢ Evaluating the possible solutions➢ Deciding on the most appropriate solutions.P a g e | 28VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Providing encouragementYou should display a positive attitude when working as part of a team and offer encouragement whennecessary.Ways to encourage others include:➢ Saying ‘well done’➢ Showing genuine interest➢ Saying ‘thank you’➢ Acknowledging what is important to others➢ Offering to help➢ Asking for advice➢ Responding unexpectedly.Providing feedback to a team memberAs discussed in the previous chapter, feedback is an essential part of teamwork. Feedback will allow forthe acknowledgement of satisfactory and unsatisfactory performance.Feedback can help a team to:➢ Work efficiently➢ Improve weaknesses➢ Develop good relationships➢ Accomplish goals.Undertaking extra tasks if necessaryIt will be necessary to complete extra tasks if your colleagues aren’t working at the same rate as you.This should ensure that the entire team completes tasks in accordance with established aims and goals.The provision of feedback should ensure that:➢ The workgroup goals are met➢ Products or services are promoted➢ Positive workplace relationships are developed➢ Customer service is improved➢ Professionalism is maintained.P a g e | 29VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Activity 2AP a g e | 30VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20192.2 – Contribute constructively to workgroup goals and tasks according toorganisational requirementsBy the end of this chapter, the learner should be able to:➢ Identify three skills needed to learn how to contribute constructively to a workgroup inresponse to a given scenario➢ Identify three specific ways to learn how to assist a team to meet their goals.Contribute to workgroupActive participation will be required if you are to make a constructive contribution to your team.As defined in Chapter 2.1, a good team member:➢ Listens➢ Communicates➢ Is reliable and flexible➢ Shares knowledge and experience➢ Cooperates➢ Commits to the team➢ Solves problems➢ Helps others➢ Is respectful➢ Offers support.As defined in Chapter 2.1, support for team members may include:➢ Explaining/clarifying➢ Helping colleagues/providing encouragement➢ Problem-solving➢ Providing feedback to a team member➢ Undertaking extra tasks if necessary.In terms of the workgroup goals and values, each team member should:➢ Understand the goals➢ Work towards achieving the goals➢ Participate in activities that will help achieve the goals.P a g e | 31VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Organisational requirementsThe organisational requirements should be taken into consideration during the development ofworkgroup goals and tasks.Organisational requirements may include:➢ Goals and objectives➢ Legal requirements➢ Ethical standards➢ Confidentiality requirements➢ Resource parameters➢ Business and performance plans.It is important to account for these when contributing to your workgroup’s goals and tasks. The goalsand tasks should reflect those of your organisation.TeamworkWhen a team works well together, they are able to achieve more than the individual members can bythemselves. Each member should know and understand their role within an effective team. Effectiveteamwork should result in the improved use of resources and generation of ideas. The outcomes shouldbe of higher quality, more efficient and, increasingly effective. Each individual can enjoy the benefit ofworking with others. There should be a mutual sense of accomplishment.The entire team may suffer if individuals are unable or unwilling to work together. This may be costly forthe organisation. It might prove more difficult to achieve the goals set by the organisation. There mayalso be a negative impact on the workplace environment. A sense of negativity and disruption maybuild.P a g e | 32VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Activity 2BP a g e | 33VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20192.3 – Share information relevant to work with workgroup to ensure designatedgoals are metBy the end of this chapter, the learner should be able to:➢ In response to a given scenario, identify three parties that need to be informed aboutthe changes made➢ In response to a given scenario, give examples of three pieces of information that needto be shared with the workgroup so that the designated goals are met.Sharing relevant informationIt might be necessary to share relevant information in order to achieve the designated goals of yourworkgroup.This information may include:➢ Acknowledgement of satisfactory performance➢ Acknowledgement of unsatisfactory performance➢ Assistance for colleagues➢ Clarification of the organisation’s preferred task completion methods➢ Encouragement for colleagues➢ Open communication channels➢ Workplace hazards, risks, and controls.The benefits of sharing information with your workgroup include:➢ Successful decision-making➢ Utilisation of combined strengths➢ Development of employees’ skills➢ Quicker resolution of problems➢ More efficient completion of projects➢ Increase in employee satisfaction➢ Achievement of goals.As previously discussed, poor teamwork can have detrimental effects on the organisation. Theorganisational goals aren’t always achievable. Failure can be costly.P a g e | 34VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Documentation requirementsYour organisation is likely to have policies and guidelines regarding the presentation of writteninformation. It would be worth asking your supervisor for assistance in the location of these keydocuments. Particular attention should be paid to the standards of style, format, and accuracy.Standards that you should meet:➢ Australian standards➢ Legislation➢ Organisational policies and procedures➢ Specified work standards➢ Standards set by the workgroup.Considering style, format and accuracy:➢ Remember that mistakes will reflect badly on the company➢ Check any ‘facts’ included in your correspondence. Pay particular attention to statistics,dates, and names➢ Always carry out grammar/spelling checks and ask for a second opinion before sendingwritten correspondence➢ Use any style guides provided by your organisation and present information in theappropriate manner.You will have to fill out different types of forms and documents in accordance with specificbusiness circumstances. It may be possible to fill some of them out on thecomputer, for ease of understanding. However, you should ensure that allprovided information is clear, concise, and legible.Collaboration in the workplaceWorkplace collaboration will involve the sharing of ideas and thoughts by two or more people in orderto accomplish mutually agreed goals. It is considered a higher level of teamwork and has become amore productive way of doing things. It accounts for technological changes and developments. They areused to encourage efficient teamwork. Collaboration in the workplace incorporates teamwork andinvolves equal participation and use of group perspectives to solve problems. There should be ameaningful reason for people working together. Teamwork should benefit the organisation and/or eachindividual.P a g e | 35VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Activity 2CP a g e | 36VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20192.4 – Identify and plan strategies/opportunities for improvement of workgroupin liaison with workgroupBy the end of this chapter, the learner should be able to:➢ Give three examples of strategies and opportunities for the improvement of aworkgroup➢ Describe a specific strategy they have used within their organisation.Strategies and opportunities for improvementThere are many ways of improving a workgroup in combination with other team members.Strategies/opportunities for improvement may include:➢ Career planning/development➢ Coaching, mentoring and/or supervision➢ Formal/informal learning programs➢ Internal/external training provision➢ Performance appraisals➢ Personal study➢ Recognition of current competence (RCC)/skills.Career planning/developmentCareer planning is a continuous process and is part of an individual’s career management.It involves an individual’s:➢ Interests➢ Values➢ Skills➢ Preferences➢ Strengths and weaknesses.Career planning should enable the individual to identifystrengths and skills which can be put to use in theworkgroup. An understanding of career development canhelp when working as part of a workgroup.P a g e | 37VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Coaching, mentoring and/or supervisionCoaching:➢ Is task orientated➢ Is short term➢ Is performance driven➢ Doesn’t require a design phase.Mentoring:➢ Is relationship orientated➢ Is long-term➢ Is development driven➢ Requires a design phase.Coaching and mentoring can lead to an improvement in an individual’s career development and theworkgroup as a whole.Supervision should assist employees to develop in the workplace. This will be beneficial with regards tofuture participation in workgroups.Formal/informal learning programsFormal learning programs are a controlled and structured approach to learning on an institutional level.These include formal training programs and formal written procedures.The benefits of formal learning programs include:➢ Information is accurate and up to date➢ A variety of methods is used, appealing to all learning styles➢ A large number of employees can learn the same information at the same time.Informal learning programs involve the spontaneous development of knowledge and skills amongworkgroup members in the workplace. It is the process of sharing experiences that encourages learning.The benefits of informal learning programs include:➢ Reduced cost➢ Improved efficiency➢ Personalisation➢ Reduced intimidation➢ Natural learning➢ Less resistance among employees.P a g e | 38VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Formal and informal learning programs can be of benefit to individuals and work groups. Theorganisation’s needs and objectives will need to be considered when deciding upon the use of formaland informal learning programs.Internal/external training provisionThe training content is organised internally within workplace groups. It must cooperate with externalentities, protocols, agreements, and specific rules. Internal training can include inductions, in-housecourses, mentoring, and on-the-job training. Internal training can assist in the development of a skilled,effective and motivated workgroup.The advantages of internal training may include:➢ Relevant to specific job role➢ Low in cost➢ Improved productivity➢ Increase in employee motivation.It is unlikely that workgroup employees will favour internal training.This is because it is usually highly specific and unsuitable for transferto other job roles. External training is sold by specialist trainingmaterial developers. Like formal learning programs, external training provisions allow a large number ofemployees to receive the same information regarding training in the workplace.Performance appraisalsAs discussed in Chapter 1.3, performance appraisals involve the examination and evaluation ofemployee behaviour in comparison with established standards. The results of the comparison are thendocumented and used for the identification of possible improvements. Performance appraisals can beboth formal and informal. Performance appraisals can help to highlight which employees requiretraining and what sort of training they need. The re-training of employees may be of benefit when itcomes to future workgroup activities. The organisational processes will become more effective.Personal studyIndividual study might be necessary in order to improve the knowledge and skills that you bring to theworkgroup. This may involve extra time and effort outside the workplace. However, it will benefit you asan individual and your workgroup as a whole.Recognition of current competence (RCC)/skillsAn employee’s existing skills and knowledge will be recognised and assessed in accordance withnationally recognised unit standards within the recognition of current competence (RCC). Anyknowledge an employee already has about a specific topic can be credited by the appropriate assessor.Credit for an employee’s life skills can also be done through the RCC process. Evidence of all of this willneed to be provided in order for it to be recognised and processed.Individual improvement can result in the strengthening of the workgroup. This means that theorganisational goals can be achieved more efficiently.P a g e | 39VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Activity 2DP a g e | 40VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20193. Deal effectively with issues, problems and conflict 3.1.Respect differences in personal values and beliefs and their importance in the development ofrelationships 3.2.Identify any linguistic and cultural differences in communication styles and respondappropriately 3.3. Identify issues, problems and conflict encountered in the workplace 3.4.Seek assistance from workgroup members when issues, problems and conflict arise and suggestpossible ways of dealing with them as appropriate or refer them to the appropriate person P a g e | 41VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20193.1 – Respect differences in personal values and beliefs and their importance inthe development of relationshipsBy the end of this chapter, the learner should be able to:➢ Explain how to approach a given situation whilst maintaining respect for differences inpersonal attitudes and beliefs.Personal values and beliefsAn individual’s personal values and beliefs are developed throughout their lifetime, and they areaffected by many things. Values and beliefs help to guide the way an individual lives their life and makestheir decisions. They have a significant impact on how an individual works within an organisation.Values and beliefs can be influenced and affected by:➢ Friends➢ Family➢ Community➢ Experiences➢ Music➢ Religion➢ Culture➢ Technology➢ Media➢ Workplace.Values are:➢ Standards that are considered important➢ Qualities that are held in high regard➢ Things that are considered to be of worth➢ Formed by a belief that is related to the worth of an idea or behaviour➢ Influential.Beliefs:➢ Are often thought to be related to real experiences➢ Are made up of thoughts➢ Drive behaviour➢ Can be related to stereotypes➢ Are an important part of our identity➢ May be religious, cultural, or moral.P a g e | 42VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019The development of relationshipsEvery employee within the organisation should be respected regardless of their values or beliefs.Respect with regards to personal differences in values and beliefs will increase the prospects ofdeveloping good workplace relationships.In order to respect the differences between personal values and beliefs, an individual should:➢ Learn about other people’s values and beliefs➢ Ask appropriate questions➢ Demonstrate respect and empathy➢ Recognise an individual’s uniqueness➢ Treat everyone fairly and with dignity➢ Raise and discuss ideas constructively➢ Deal with other points of view sensitively➢ Ensure that other people’s beliefs aren’t misrepresented➢ Avoid imposing own values and beliefs on others➢ Respect the rights of others to disagree➢ Be cooperative➢ Not cause offence.An individual’s personal values and beliefs should not affect their work, workgroup or workplace.Individuals should not allow their own personal values and beliefs to affect the quality of their work ortheir relationships with other employees. An awareness of values and beliefs is important for thedevelopment of partnerships and resolution of workplace conflicts.Employees should work according to a set of professional values and beliefs. Personal beliefs andperspectives may need to be set aside.P a g e | 43VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Anti-discrimination legislationDiscrimination may occur on the basis of an individual’s:➢ Race➢ Age➢ Religion➢ Nationality➢ Criminal record➢ Medical record➢ Marital status➢ Disability➢ Sex.Every organisation will have procedures and policies that take anti-discrimination legislation intoaccount. You should be aware of these policies.Anti-discrimination laws include:➢ Age Discrimination Act 2004➢ Australian Human Rights Commission Act 1986➢ Disability Discrimination Act 1992➢ Racial Discrimination Act 1975➢ Sex Discrimination Act 1984.A workplace should be free from discrimination, and each employee should be treated fairly andequally.The consequences of discrimination may include:➢ Fines➢ Penalties➢ Loss of job➢ Loss of income➢ Legal action➢ Conflict➢ Damage to the whole organisation.The respect of other people’s values and beliefs should ensure that your behaviour is not discriminativein any way.P a g e | 44VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Activity 3AP a g e | 45VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20193.2 – Identify any linguistic and cultural differences in communication styles andrespond appropriatelyBy the end of this chapter, the learner should be able to:➢ Give three examples of how communication might differ between cultures➢ Identify three aspects of non-verbal communication which might vary between cultures➢ Give two examples of the consequences of poor communication➢ Provide examples of achievements which come from effective communication➢ Identify ways to respond to attempted communication➢ Outline a situation where they have experienced cultural differences withincommunication styles.Cultural differences in communication stylesEffective team communication is essential for the successful operation of any organisation. It is likelythat you will encounter people from various cultures in the workplace. There may be communicationdifficulties as a consequence of cultural differences and language barriers. You might find it hard tounderstand the behaviour of different cultures or comprehend other languages. Differences in languagemay cause misunderstandings in the workplace. There is some variation in the meaning of words andspeech patterns in different languages. People from some cultures talk loudly and aggressively. Othersare passive and softly spoken.Non-verbal communicationYou should understand the significance of non-verbal communication in the workplace. Suchcommunication may differ between cultures and cause numerous problems. Non-verbal communicationsignifies status, attitudes and emotions. It is very easy to misunderstand.Aspects of non-verbal communication that may differ between cultures may include:➢ Eye contact➢ Body language➢ Voice speed/volume➢ Mannerisms➢ Vocal noises➢ Gestures/touch➢ Facial expressions➢ Posture.P a g e | 46VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Poor communication may lead to:➢ Missed deadlines➢ Embarrassment➢ Personal conflict➢ Increased employee turnover➢ Frustration➢ Incorrect assumptions.Effective communication can:➢ Establish trust➢ Build rapport➢ Promote productivity➢ Create good relationships➢ Assist in the minimisation of risks➢ Help in the maximisation of opportunities.It is important to understand cultural differences in communication and ensure your response isappropriate.The appropriate way to respond may be:➢ In a neutral tone➢ Clearly➢ Using pictures or diagrams➢ Slowly➢ Without slang or jargon➢ Considerate of others.P a g e | 47VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Activity 3BP a g e | 48VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20193.3 – Identify issues, problems and conflict encountered in the workplaceBy the end of this chapter, the learner should be able to:➢ Give examples of issues, problems, or conflicts which arise from a divide in a team.Issues and problems in the workplaceIssues and problems that may occur in the workplace include:➢ Stress➢ Bullying➢ Violence➢ Safety issues➢ Discrimination.Workplace stressGood stress can lead to an employee:➢ Having increased motivation➢ Working better/harder➢ Finding their job more challenging and interesting.Although good stress does exist, bad stress is more common in the workplace.Bad stress can lead to an employee:➢ Feeling anxious➢ Becoming depressed➢ Suffering from headaches➢ Developing chronic fatigue.Bad stress can be caused by:➢ High demand➢ Low control➢ Long hours➢ Worry over losing job➢ Struggle in communication➢ Being bullied.P a g e | 49VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Ways to avoid workplace stress include:➢ Recognising warning signs➢ Taking care of yourself➢ Organising and prioritising tasks➢ Clearing your head➢ Eliminating interruptions➢ Sleeping well➢ Eating right.Workplace bullyingThere are a variety of workplace behaviours which may be categorised as bullying.These include:➢ Insults➢ Practical jokes➢ Criticisms➢ Spreading rumours➢ Work overload➢ Threats of redundancy.Instances of workplace bullying will be deemed in breach of the health and safety policies that applywithin your organisation. Legal action can be taken in the event of bullying, despite any difficulties.Workplace violenceWorkplace violence can happen within all kinds of organisations and includes physical or verbal abuse,threatening behaviour, and racial or sexual harassment. Violence in the workplace is a serious thing as itcan have devastating short and long-term effects. Employees that experience violence within theworkplace are often left feeling isolated and anxious.Examples of workplace violence:➢ Racist comments➢ Being threatened➢ Being punched or kicked➢ Having things thrown at you➢ Unwelcome sexual comments.P a g e | 50VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Most forms of workplace violence are against the law. Nobody should have to put up with suchviolence.Relevant laws include:➢ Health and safety laws➢ Discrimination laws➢ Criminal laws.Safety issues in the workplaceEvery employee has the right to be safe at work. An employer must take responsibility for theminimisation of risk. Employees are required to act in compliance with policies and procedures for thereduction of risk and harm to self and others. Each employee should be fully trained in these health andsafety policies prior to starting work.If safety issues arise in the workplace:➢ Raise them with your supervisor or employer➢ Try and resolve such issues together➢ If issues still exist then contact the organisational or union representative➢ If the issue remains unresolved, then contact the relevant enforcing authority.Discrimination in the workplaceEmployees who are treated unfairly because of specific traits or characteristics are categorised as thevictims of discrimination.People may be discriminated against because of these factors:➢ Age➢ Gender➢ Race➢ Religion➢ Political beliefs➢ Sex➢ Disability➢ Marital status.There are laws in place to protect employees from workplace discrimination. These were discussed inChapter 3.1.P a g e | 51VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Conflict within the workplaceAll employees will encounter conflict within the workplace at some point. It can be between employees.Supervisors and managers may also be involved.There are several types of conflict that may occur in the workplace, including:➢ Responsibility➢ Leadership➢ Background➢ Style➢ Personality.It is possible to resolve conflict within the workplace. However, conflict resolution is not an easyprocess.ResponsibilityConflict may occur if employees do not have a clear understanding of their workplace responsibilities. Itmight also arise when attempting to come to agreements within teams. Responsibility conflict mightalso occur when failure within an organisation is blamed on others.LeadershipA conflict might happen when a new owner, manager, or supervisor starts within the organisation. Theymay have different leadership styles and employees may be expected to adjust. Any employees shouldbe aware of any changes with regards to leadership techniques and expectations.BackgroundConflicts can arise because of:➢ Personal experiences➢ Ethnic heritage➢ Political preferences➢ Gender➢ Educational background.StyleConflicts may arise because of the differences between employees’ preferred way of completing a jobor task.PersonalityPersonality clashes are the most common cause of workplace conflict. People often misinterpret andtake offence to the mannerisms and attitudes of others.P a g e | 52VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019The effects of conflict in the workplaceConflict in the workplace can have many negative effects.These may include:➢ Job dissatisfaction➢ Depression➢ Hopelessness➢ General unhappiness➢ Absenteeism➢ Withdrawal➢ Resignation.P a g e | 53VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Activity 3CP a g e | 54VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20193.4 – Seek assistance from workgroup members when issues, problems andconflict arise and suggest possible ways of dealing with them as appropriate orrefer them to the appropriate personBy the end of this chapter, the learner should be able to:➢ Suggest different ways to deal with a range of problems.Dealing with issues and problems within the workplaceAs discussed in Chapter 3.3, issues and problems that may occur in the workplace include:➢ Stress➢ Bullying➢ Violence➢ Safety issues➢ Discrimination.Problems and issues should not be allowed to linger. They should be addressed at the earliestopportunity.The assistance of other workgroup members may be required when issues, problems, and conflictoccur.Conflict resolution techniquesAs discussed in Chapter 3.3, conflict can have a negative effect on both individuals and the workplace.Conflict within the workplace can be addressed in a number of ways.These include:➢ Avoiding the conflict in the hope it will go away➢ Working together to find a solution that benefits everyone➢ Compromising and finding the middle ground➢ Competing against each other until someone wins➢ Surrendering your needs to please others.Resolving conflict is the ultimate goal. Conflict should be approached with an open mind and diversityshould be respected.P a g e | 55VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Five steps to conflict resolution:➢ Set the scene➢ Gather information➢ Agree the problem➢ Discuss possible solutions➢ Negotiate a solution.Setting the sceneEveryone involved in the resolution of a workplace conflict should be aware that the issue may bemutual. Everyone must understand that discussion and negotiation are the best conflict resolutiontools. Arguments are likely to make conflicts worse. However, an assertive approach should be adoptedspeaking. You should also use active listening skills. This combined approach should result in effectivecommunication among the team.Gathering informationYou should consider different viewpoints when attempting to resolve conflict. It is important tounderstand other people’s concerns, needs, and interests. Other people’s opinions should be respected.Cooperation will be required in order to solve problems. You should develop an understanding of theemployee’s motivations and goals. Then consider the effects of your actions. Personalities should beleft out of the discussion, and work issues should be addressed. You should aim to be clear, concise, andflexible. Make sure that feelings are clarified.Agreeing the problemPeople may perceive problems differently, depending on their goals, needs, and interests. There shouldbe agreement regarding the resolution of problems prior to the discussion of solutions. If a mutualagreement can’t be achieved, then you will need to consider how each person perceives the problem.Discussing possible solutionsEveryone should be given the opportunity to propose solutions to the problem. There should be ashared agreement regarding the consideration of ideas. It may be appropriate to brainstorm possiblesolutions.P a g e | 56VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Negotiating a solutionEveryone should have an understanding of perceptions regarding the problem at this point. It should bepossible to establish mutual agreement about an appropriate solution.Successful conflict resolution may result in:➢ An increased level of understanding➢ Improved self-knowledge➢ Increased group cohesion.To ensure conflict can be managed and resolved inthe workplace, people should:➢ Expect conflict to happen➢ Handle conflict sooner rather thanlater➢ Be open to compromise➢ Avoid gossiping➢ Let everyone speak➢ Listen carefully➢ Take other people’s opinions into account.P a g e | 57VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Activity 3DP a g e | 58VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Summative AssessmentsAt the end of your Learner Workbook, you will find the Summative Assessments.This includes:➢ Skills assessment➢ Knowledge assessment➢ Performance assessment.This holistically assesses your understanding and application of the skills, knowledge and performancerequirements for this unit. Once this is completed, you will have finished this unit and be ready to moveonto the next one – well done!

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