Lead and manage effective workplace relationships

Assessment Context
There are four competency clusters in leadership: self-awareness, building relationships, business acumen and organisational strategy. This unit focuses on the second cluster of competencies, building relationships. The unit can stand alone, however if you are studying for the Diploma in Leadership and Management, it is best completed after BSBLDR501 Develop and use emotional intelligence which focuses on the first cluster of competencies, developing self-awareness. Some elements of self-awareness developed in BSBLDR501 will be implemented in the tasks for this unit.
Note: The unit applies to individuals in leadership or management who have a prominent role in establishing and managing processes and procedures to support workplace relationships taking into account the organisation’s values, goals and cultural diversity. Therefore the tasks assume you are currently working in, or have experience working in a position that requires the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.
Before commencing your assessment you should read your text book, Cole, Chapters 7,8 and 9 and watch the video Leadership Fundamentals presented by Britt Andreatta on These resources provide source material for your assessment tasks. You might also like to do further research and reading for a greater depth of understanding of the elements of the unit.
You will find an outline of the Elements and Foundation Skills being assessed on pages 6 to 8 as well as the evidence you need to provide for competency in this unit.
The assessment consists of the following tasks:
Part A of this assessment requires you to complete a series of short questions testing basic understanding of the unit and the skills required for competence. You must also post your answer to Question 13 on the Discussion Forum.
Part B requires you to respond to two scenarios
Part C is a workplace project in two parts
After completing your assessment tasks, you are required to complete a Reflection on what you have learnt and post it to the Forum.
Presentation of Your Work
Writing is one of the Foundation Skills for this unit. Your assessment will be judged as much on your ability to present the information as it will on your content. At a minimum, you should ensure typography (fonts and font colour) is consistent across your tasks; spelling and grammar have been checked; and you use appropriate conventions such as headings, sub-headings and appropriate report format. You may also be expected to be able to design graphs and charts in Word and Excel, and use PowerPoint at intermediate level.
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Participant’s Name
Sukhdev Singh



Company Name

Training Location

Unit Code
Unit Name
Assessment Result

Lead and manage effective workplace relationships

Result code: COM – Competent NYC – Not Yet Competent CT – Credit Transfer RPL – Recognition Prior Learning

Please indicate the assessment method used:  Q –Short answer questions  S – Scenarios  P – Project

I agree that the purpose and consequences of the assessment(s) have been explained and I have received all the relevant tools and resources necessary to undertake assessment, being fully aware of Upskilled’s assessment, complaint and appeal processes, and I believe that I am ready for assessment. Acknowledgement and agreement that recorded activities have been conducted on specified dates and the assessment process was carried out fairly, with integrity, professionally with appropriate feedback during and after the assessment.

Participant’s Signature:


Assessor’s Signature:


Assessment Mapping: BSBLDR502: Lead and manage effective workplace relationships


Performance Criteria
Written questions
1. Manage ideas and information
Ensure strategies and processes are in place to communicate information associated with the achievement of work responsibilities to all co-workers

Develop and/or implement consultation processes to ensure that employees have the opportunity to contribute to issues related to their work role

Facilitate feedback to employees on outcomes of the consultation processes.


Develop and/or implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel


2. Establish systems to develop trust and confidence
Establish and/or implement policies to ensure that the organisation’s cultural diversity and ethical values are adhered to.

Gain and maintain the trust and confidence of colleagues and external contacts through professional conduct

Adjust own interpersonal communication styles to meet the organisation’s cultural diversity and ethical environment and guide and support the work team in their personal adjustment process

3. Manage the development and maintenance of networks and relationships
Use networks to build workplace relationships providing identifiable outcomes for the team and the organisation

Conduct ongoing planning to ensure that effective internal and external workplace relationships are developed and maintained


4 Manage difficulties to achieve positive outcomes
Develop and/or implement strategies to ensure that difficulties in workplace relationships are identified and resolved

Establish processes and systems to ensure that conflict is identified and managed constructively in accordance with the organisation’s policies and procedures

Provide guidance, counselling and support to assist co-workers in resolving their work difficulties

Develop and implement an action plan to address any identified difficulties

Foundation Skills
Writing: Prepares plans and policies incorporating appropriate vocabulary, grammatical structure and conventions


Interact with others: Adapts personal communication style to model behaviours, build trust and positive working relationships, and to support others Plays a lead role in situations requiring effective collaboration, demonstrating high level support and facilitation skills and ability to engage and motivate others

Navigate the world of work: Establishes or follows organisational policy regarding diversity and ethical conduct

Get the work done: Takes responsibility for formulating, organising and implementing plans, processes and strategies that impact the workplace Systematically gathers and analyses all relevant information and evaluates options to inform decisions about organisational strategies Evaluates outcomes to identify opportunities for improvement

Scenario 2
You have been asked to coordinate a project to develop a new customer relationship management system which requires consultation and collaboration across three separate units within your organisation: Sales, IT and Marketing.
These units have vastly different workplace cultures and focus. The Sales Department are very action orientated and are impatient with detail. They just want something easy to use since they are the people having to input most of the data. The Marketing Department are concerned with the look and feel of the system and whether it provides the necessary reporting. They like a lot of consultation and communication. On the other hand, the IT Department are process driven and inclined to prefer to get on with the work without too much discussion and this has caused some miscommunication and dissatisfaction with new systems in the past. Ari, the programmer, is extremely quiet in meetings and you have noticed he has difficulty confronting the demands of the Marketing team, tending to say “yes” to every demand and then not delivering
Your aim is to ensure there is collaboration and appropriate consultation across departments to get the best solution.
Develop a communication strategy to facilitate communication and feedback throughout the project’s life cycle.
Draw up a process for resolving any issues that may arise. (Present the process as a diagram or chart.)
Explain what adjustments you might need to make to your own interpersonal communication style to get the best contribution from each of the members of the project team and provide the necessary glue to hold them together. (To complete this task you may wish to refer back to the identification of your strengths, your communication style and your notes on developing empathy which you completed in BSBLRD501.)
Describe what guidance and coaching you would provide to Ari to ensure that he does not over-promise and under-deliver.
Assessment tasks
Part C
This section requires you to complete a workplace project in two parts.
Section 1:
Review the chart below from Britt Andreatta’s Fundamentals of Leadership and identify your current level of leadership.
5.Leader of organization
Envision and strategize
Leaders of the organization
Align and maximize
Leaders of functions or divisions
Model and train
Leaders of managers and/or professional staff
Transition and develop
Leaders of individual contributors, experts
Focus and prepare
Individual contributors, and emerging leaders
My current level of leadership is: _______Leader of leaders ________
Undertake a leadership skills audit
Use at least three separate sources for your audit.
Attach your sources as a separate file.
Complete the SWOT analysis below aligned to the requirements of your current leadership level.
Note: Sources could include:
The two Checkpoint audits in Chapter 9 of Cole
Your most recent performance reviews or 360 degree review
One of the free self-test quizzes available online such as that available from Mind Tools at
A third party report from a senior colleague or supervisor (See Learner Resources)
Leadership Strengths
Leadership Weaknesses
Opportunities for Growth
What competencies do you need to develop to successfully lead at the next level?
Insert your response here
Create an action plan for fostering those competencies that need remediation or further development.
Insert your response here
Identify the people in your network who can assist you.
Insert your response here
Section 2:
Describe one difficult workplace relationship that either you, or your team as a whole, have faced or are currently facing.
Insert your response here
Explain the conflict and its basis or cause.
Insert your response here
Why is a positive outcome important for the organisation?
Insert your response here
Develop a series of options to resolve the conflict and ensure it is managed constructively.
Insert your response here
Identify what policies there are in your workplace that will support you in this process.
Insert your response here
Review your leadership strengths from Section 1 and analyse the skills you will need to call on to ensure the conflict is resolved.
Insert your response here
Identify the support you will either need yourself, or have to provide to others, during the process.
Insert your response here
What steps will you take to ensure the situation does not recur?
Insert your response here
Section 3: – Individual Self Reflection (Compulsory)
This is your personal space; no other student can see what you post here. Your trainer will review your entries into the journal (wiki). Self-reflection is one of the most significant learning tools for all students. It is about questioning, in a positive way, what you do now and deciding whether there is a better, or more efficient, way of doing it in the future.
 I have posted my journal to My Learning Journey