Task 3: Dispute Resolution Guidance Session Performance objective You will demonstrate the skills and knowledge required to manage difficulties and conflicts in order to achieve positive work outcomes. Assessment description Using the simulated business information provided, and in response to a scenario, you will plan and conduct a role-play in which you provide a colleague with guidance regarding a dispute between the colleague and a member of their team. You will then develop an action plan in consultation with the colleague. Procedure 1. Read the scenario and role-play information in Appendix 1. 2. Review and familiarise yourself with the JKL Industries simulated business documentation, including strategic plans and operational plans. Note what the organisation does, how it does it, what its goals and objectives are, and who its stakeholders and customers are. 3. Plan to lead a role-played guidance session for a peer manager in response to the scenario. 4. Complete the first activity in the action plan template provided in Appendix 2. 5. Plan how you will: a. Build trust with your colleague through assuming a calm, professional and emotionally receptive attitude and demeanour. b. Adjust your personal communication style appropriately to meet the needs (both emotional and technical) of your colleague. c. Discuss relevant grievance policies and procedures for resolving conflict in accordance with organisational and legislative requirements. d. Discuss strategies for identifying root causes of conflict and for resolving the conflict. e. Collaborate with your colleague to develop an action plan(completing the one from Appendix 2 you have already begun to implement by leading this session),including at least three actions your colleague to take to resolve the issue with their employee. 6. Arrange a time and place with your assessor to participate in the role-play. 7. Perform your role-play in accordance with the specifications set out below. 8. Submit your completed action plan within the agreed timeframe. Specifications You must: • participate in a guidance session role-play • submit an action plan. Your assessor will be looking for evidence of your ability to: • provide leadership through your own behaviour, including: o professional conduct that promotes trust with internal and external contacts o adjusting own interpersonal communication style to meet the organisation’s cultural diversity and ethical environment • develop and/or implement processes and systems to manage difficulties, including: o identifying and resolving conflicts and other difficulties according to organisational policies and procedures o planning how to address difficulties o providing guidance, counselling and support to Help co-workers in resolving their work difficulties. • explain and discuss procedures for conflict resolution • discuss relevant legislation • interact with others through: o adapting your personal communication style to model behaviour and build trust and positive working relationships o playing a lead role in situations requiring effective collaboration • get the work done through: o taking responsibility for planning in collaboration with others o developing action plans • demonstrate writing skills through preparing action plans that incorporate appropriate vocabulary, grammatical structure and conventions • managing information flow to: o provide managers and employees with at-hand information to perform their work responsibilities o communicate ideas for improvement (top-down and bottom-up) o facilitate feedback both to and from employees and management on relevant work performance and outcomes of consultation. Role-play information: HR Business Partner You are an HR Business Partner working in the JKL Industries Brisbane branch. You report directly to the HR Manager in the Sydney Head Office. As an employee of the Brisbane branch, you also report to the Brisbane Branch Manager. You work to provide information to employees, team leaders and managers at the branch, facilitate service delivery through HR centres of excellence, such as compliance and training and development, and partner with managers to Help them in strategising, workforce planning and development, and in meeting the needs of their customers, employees and the business as a whole. A peer manager (from Rentals) has made an appointment to come to you about an employee grievance. Employee grievance A rental employee of the Brisbane branch is concerned about plans to restructure the business. The employee is extremely angry and feels that they: • will definitely lose their job as a result of the restructure • will not be given the opportunity to retrain. They would like to formally complain that their manager has not provided rental employees with opportunities to retrain. In addition, the employee feels they must be underpaid because they know people in the same job in the same industry who are making much more. They don’t understand the basis of their pay or conditions. Finally, the employee is currently organising other rental and sales employees for a possible strike. They intend to pressure their union into supporting and publicising the strike. You know that the Rentals Manager is very concerned about the impact of the grievance on team cohesion and, potentially, the goals and objectives of the organisation. You also suspect that the manager will be hurt or angry themselves, as they have indicated their sincere desire to improve employee relations within their team through better communication and relationship-building. The trouble is that while the manager may have the best intentions, they are relatively inexperienced and may not be approaching the conflict with the most productive mindset. And they may not have all the conflict resolution tools, tactics and strategies that you are equipped with as a more experienced HR specialist. In addition, you are aware of the following facts: • JKL Industries’ firm policy and intention is to retrain rental employees to retain talent (retraining is in JKL’s interest).
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Performance goal for Task 3: Dispute Resolution Guidance Session To achieve effective work outcomes, you will exhibit the abilities and knowledge needed to resolve issues and disagreements. Description of the Assessment You will create and conduct a role-play in which you provide advise to a colleague addressing a conflict between the colleague and a member of their team, using the simulated business information provided and in response to a scenario. After that, you’ll collaborate with your colleague to create an action plan. Procedure 1. Read the scenario and role-play information in Appendix 1. 2. Review and familiarise yourself with the JKL Industries simulated business documentation, including strategic plans and operational plans. Note what the organisation does, how it does it, what its goals and objectives are
