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26 Aug
2019

Educating for Excellence | Good Grade Guarantee!

Educating for Excellence
AIC-UP- BSBITU313 –V2.0 Page 1 of 5
Australian Ideal College
RTO No.: 91679 CRICOS Provider Code: 03053G ABN: 15 126 592 756
Sydney Campus: Level 7 & 8, 75 King St, Sydney NSW 2000
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000
Hobart Campus: Ground Floor, 116 Murray St, Hobart TAS 7000
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938
Email: info@aic.edu.au Website: www.aic.edu.au
Task 1 Appendix: Scenario – JKL Industries
JKL Industries overview
JKL Industries is an Australian-owned company, selling forklifts, small trucks and spare parts to industry.
They also have a division that leases forklifts and small trucks.
The company’s head office is in Sydney and has branches in Brisbane, Melbourne, Perth, Adelaide and
Canberra.
Change
After 12 years in business, focusing on forklifts and small trucks, JKL Industries has negotiated the sales
rights to a range of medium and large trucks from an overseas supplier. This opportunity will provide JKL
Industries with an advantage in range over its competitors.
Sales results over the past five years have indicated strong growth in forklift and truck sales, which have
averaged 10% sales growth per annum. The rental market has been in decline for the past three years
due to the reduced costs of these vehicles and some taxation benefits to industries who purchase these
vehicles.
Taking the sales rights opportunity will, however, entail some significant changes, including significant
changes to the current organisational structure. The company will reposition itself to focus solely on retail
sales and service and exit the rentals market, in which forces such as competition and consumer choice
reduce potential profitability.
In accordance with the organisation’s values, JKL Industries intends (to the extent feasible) to recruit
from within the company and up-skill or re-skill existing employees presently working in rentals who wish
to remain with the company.
Given the company’s previous history of employee grievances over pay and conditions and current plans
to restructure, JKL Industries has identified poor communications and an organisational climate of
conflict as a risk to business goals.
Moving forward, the organisation intends to build and maintain a positive organisational culture, reduce
risk and achieve organisational goals through:
● developing an effective policy framework for managing internal communications and consultation,
in accordance with organisational objectives, business ethics, and compliance requirements
● communicating and building support for organisational initiatives and objectives
● managing information flow to:
a. provide managers and employees with at-hand information to perform their work
responsibilities
b. communicate ideas for improvement (top-down and bottom-up)
c. facilitate feedback both to and from employees and management on relevant work
performance and outcomes of consultation.
Communication and consultation issues
An internal management review of the organisation has uncovered the following issues:
● A lack of an overarching approach to information management that helps to promote common
understanding of team goals and organisational values and to build strategic relationships.
● Slow responses to internal and external customer needs.
● Slow and ineffective communication of and implementation of ideas for improved processes.
● Ineffective or no use of modern communication technologies and social platforms.
Educating for Excellence
AIC-UP- BSBITU313 –V2.0 Page 2 of 5
Australian Ideal College
RTO No.: 91679 CRICOS Provider Code: 03053G ABN: 15 126 592 756
Sydney Campus: Level 7 & 8, 75 King St, Sydney NSW 2000
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000
Hobart Campus: Ground Floor, 116 Murray St, Hobart TAS 7000
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938
Email: info@aic.edu.au Website: www.aic.edu.au
● Inadequate consultation, resulting in risks to compliance (particularly WHS consultation
requirements) and too little bottom-up information flow from employees to management. This latter
results in poor organisational take-up of improvement ideas identified by teams and individuals at
lower levels of the organisation and by customer-facing managers and employees.
● Inconsistent application by managers of grievance procedures posing a risk to employee relations.
● Poor sense of employee engagement, empowerment and accountability for work performance.
● Poor general awareness of (and therefore poor support of) organisational goals, ethics, values.
Your role
You are a communications consultant. You have been engaged by JKL Industries to revise and update
strategies and processes to manage communications and information flow within the organisation.
Note that the senior management team may be resistant to changes to communication strategies,
policies and procedures. In particular, they are concerned that a new approach to communications may
result in a less cohesive organisation.
You will need to ensure your communications strategy and processes address organisational issues,
while using your highly developed interpersonal skills to engage and motivate the senior management
team to embrace your proposed changes.
Task 2 Appendix: Scenario – JKL Industries
Diversity issues
An internal management review of the organisation has uncovered the following issues:
• Poor leadership on the part of managers and low accountability and sense of personal
responsibility for results on the part of both managers and employees.
• A lack of interpersonal skills, cultural sensitivity and emotional intelligence among managers and
employees.
• A lack of trust.
• A lack of awareness of relevant policy and legislative requirements for diversity and business
ethics.
• A culture of chronic conflict, characterised by:
d. resistance to change
e. hostility
f. passive aggression
g. avoidance of conflict, while leaving issues unresolved
h. issues that are apparently resolved and agreed flaring up repeatedly.
Networking issues
As a manager, you have noted:
• A lack of awareness of internal and external networking opportunities.
• A lack of understanding of the purpose/s of networking and its relation to individual, team and
organisation-wide goals.
Educating for Excellence
AIC-UP- BSBITU313 –V2.0 Page 3 of 5
Australian Ideal College
RTO No.: 91679 CRICOS Provider Code: 03053G ABN: 15 126 592 756
Sydney Campus: Level 7 & 8, 75 King St, Sydney NSW 2000
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000
Hobart Campus: Ground Floor, 116 Murray St, Hobart TAS 7000
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938
Email: info@aic.edu.au Website: www.aic.edu.au
• A lack of understanding of how to take advantage of networking opportunities through use of
interpersonal skills and emotional intelligence.
• No internal communities or social platforms through which functional or cross-functional teams can
discuss professional issues, and share insights and perspectives.
Brisbane Branch Manager
You are the new manager of the Brisbane branch. Over the last two weeks you have familiarised
yourself with the organisational environment and the characteristics and needs of your team.
You have read the consultant’s report on proposed communication and consultation strategies and are
100 per cent behind the approach. The strategy will need to be applied to supporting diversity and
facilitating better networking.
The JKL Industries Brisbane Branch Manager reports to the Operations General Manager.
Task 3 Appendix: Scenario – JKL Industries
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 assist 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.
Educating for Excellence
AIC-UP- BSBITU313 –V2.0 Page 4 of 5
Australian Ideal College
RTO No.: 91679 CRICOS Provider Code: 03053G ABN: 15 126 592 756
Sydney Campus: Level 7 & 8, 75 King St, Sydney NSW 2000
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000
Hobart Campus: Ground Floor, 116 Murray St, Hobart TAS 7000
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938
Email: info@aic.edu.au Website: www.aic.edu.au
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).
● So far the employee has adhered to the grievance policy as intended by the organisation. The
grievance procedure sets out a process whereby disputes are kept at the lowest level. Employees
should take their grievance first to their immediate supervisor, which the employee has done. This
gives managers the first opportunity to respond appropriately, which is only fair. The Rentals
Manager now has an opportunity to resolve the dispute early.
● The employee is paid to the terms of the relevant modern award (MA000089 Vehicle
Manufacturing, Repair, Services and Retail Award 2010), but that all employees will soon be able
to negotiate possibly much better pay and conditions in upcoming enterprise bargaining.
In your meeting with the Rentals Manager to provide guidance, lead the meeting through the following
stages:
1. greeting the manager
2. listening to their side
3. responding to the manager appropriately
4. working with the manager to come up with viable solutions
5. documenting activities in an action plan.
You will also, as appropriate:
● listen to the manager: understand the facts as they see them and understand their feelings
● adopt an appropriate leadership/communication style
● be reflective, regulate your emotions, and refrain from reacting
● explain the facts as you understand them, including providing an explanation of the grievance
policy, its benefit to the organisation, and the relevance of at least one piece of legislation
● help the manager to understand reasons for the grievance
i. Note: Given the climate of fear and suspicion that has existed within JKL Industries, such a
grievance may not be very unlikely. It is also possible that plain communications of facts and
organisational intentions may have failed because of the underlying emotional work context.
As such, the complaint should not necessarily be a cause of offense.
● using your knowledge of dispute resolution, collaborate with the manager to determine a series of
at least three activities to resolve the conflict with the employee and complete an action plan (use
the template provided in Appendix 2)
● offer to mediate in the dispute, if required, or help to provide assistance if it requires further
escalation.
Given the company’s industrial relations history and restructure plans, and history of conflict and mistrust,
contributing to positive employee relationship-building through assisting managers will constitute a key
measure of your value to the organisation.
Educating for Excellence
AIC-UP- BSBITU313 –V2.0 Page 5 of 5
Australian Ideal College
RTO No.: 91679 CRICOS Provider Code: 03053G ABN: 15 126 592 756
Sydney Campus: Level 7 & 8, 75 King St, Sydney NSW 2000
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000
Hobart Campus: Ground Floor, 116 Murray St, Hobart TAS 7000
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938
Email: info@aic.edu.au Website: www.aic.edu.au

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