BSBLDR502 - Lead and manage Effective Workplace Relationships (1) - Management Assignment Help

Assignment Task:

Task:

Task 1a
Before you conduct your audio recording you will need to plan for the counselling interview. Planning for the interview will include:

1. What techniques will you use to establish rapport with Leigh?
Using effective communication will be important when establishing a positive rapport with Leigh. Communicating in a positive manner with none verbal body language will be important, using open and calm tall body posture, looking at Leigh when she speaks to show that I am interested in what she has to say, greeting her with a smile, warm facial expressions and nodding, facing Leigh when standing or sitting. Although it is difficult to control body language at times such as facial expressions, being aware of the expressions that I am using will potentially help in a hostile conversation. Verbal communication will also be important. I will ask Leigh open questions, use encouraging language and communicate back to Leigh in my own words what the message is that she has communicated to me to help show interest, respect and a greater understanding.

Using the above active listening techniques can be an opportunity to develop a positive rapport with Leigh. To develop trust with Leigh, I will display respectful behaviours such as accepting, courteous and being appreciative. Also, being empathetic towards Leigh by listening and asking questions about her interests and personal life to gain insight and help towards meeting her needs.

2. What have you identified as the purpose of the meeting?
The meeting is a grievance counselling interview with Leigh who is the Account Manager in the rental department that is about to be closed down. The purpose of the meeting is to understand the concerns that Leigh has around the proposed closure and addressing the concerns and instilling the positive outcomes that could arise from the closure of the department and the potential opportunities for Leigh in another department as well as upskilling her.

3. What resistors do you think Leigh bring up in the meeting?
I think that Leigh may show some negativity towards the proposed changes to the rentals department mostly from possible fear of the unknown outcome for him. Based on the review taken in the JKL Industries overview, the poor communication may also contribute towards his concerns due to lack of trust in the organisation. If Leigh was not included in the consultation process of this change this could also be causing him some anxiety as he will have had no input on what he can contribute and no understanding of the changes happening.

4. What strategies can you offer to overcome the resistors you identified in question three?
Due to loss of trust being a possible reason for Leigh’s resistance to change, I would explain the reason why there is a proposed closure to the rental department. When there is the potential for an employee to be made redundant, I think that it is important to include them in brainstorming and consultation to discuss ideas and options and the process to improve the communication and gain the by-in for the change to business being positive. I would also show empathy to Leigh, being understanding of his concerns and difficulties that he may have from the rentals department being closed and provide him with information on the EAP. I would also discuss the possibility of Leigh moving to another area in the business, maybe discussing some of the other positions that will become available and the option to do any extra study to upskill him into other areas or strengthen his leadership skills. I would also continually outline the importance to the company of the retention of good and valued staff such as Leigh.

5. Identify current aspects of the workplace culture that may affect the meeting?
From the review taken in the JKL Industries overview, the poor communication and lack of consultation and information being given out is what is fuelling the negative workplace culture. When employees do not get informed of changes, this will lead to hostility, gossip and a lack of trust in the workplace.
 

Task 1b
Conduct the counselling interview between you and the Account Manager Leigh Cross.
Your assessor will be looking for you to demonstrate the following skills consistently throughout the role play.

•  Establishing Rapport
•  Clearly explain purpose of meeting
•  Using verbal prompts
•  Listening empathetically and responsively
•  Paraphrasing
•  Searching beneath the surface for hidden meanings
•  Acknowledging and reframing emotions
•  Separating what matters from what gets in the way
•  Solving problems creatively
•  Exploring resistance
•  Negotiating collaboratively
•  Acknowledging work culture
•  Commitment to a solution

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