ASSESSMENT 1

Written Questions

1. Explain how system of policies and procedures in an organization can support the development of effective work
relationships focusing on the following:
a. Interpersonal styles, communications and consultation
Establishing systems of policies in accordance with interpersonal styles, communications and consultation
would create a more efficient flow in the workplace. A systematic form of communication will translate to a
more comprehensive and formal interaction within the workplace. It also creates a better workplace
relationship because through these policies, the organization can now establish objectivity within the
workplace. When the workforce becomes more objective towards certain goals or various field in work, we
diminish the tendencies of prejudice and biases within our work. When we eliminate these kinds of traits
within our people, we then create a more efficient environment for them to work without the risk of being
treated unfairly or disfavored. Interpersonal communication would then be more fruitful and easy.

b. Cultural and Social Sensitivity

When we establish policies regarding discrimination and other forms of inequality due to disability, cultural
background, race, gender etc., we create a working environment where our workforce can feel that they’re
working within safe spaces. Policies like these are necessarily important because it signifies that the
organization has respect toward its people and it does not, in anyway, hamper the rights of its people. These
kinds of policies celebrate diversity and disregards the differences in the workplace. To be able to work
without fear of discrimination allows them to be at their optimum and reinforces their mood. Most
importantly, we value them as workers as how they should be valued as people.

c. Networking
When networking becomes systematized, it shows that the organization gives value to its internal and
external processes - and it aims to attain the most substantial output that it can acquire. Networking directs
information throughout different processes. When information like this is systematized or under certain
regulations, the organization ensures that the right information is given to the right group of people. The
organization lowers the risk of misinformation or miscommunication to a group of people. Then the
organization can now function at optimum given that the flow becomes more efficient and reliant. We also
ensure a better working place relationship since they can now follow a certain order or system.

d. Conflict Resolution
When proper systems and regulations are under an organization, it also risks of arising a work conflict within
the people. Tendencies of conflict is likely hinged towards work disputes and different of interest. The
leaning reason of this conflicts is also because of work. When proper regulations are systems are up, we
ensure that the work becomes clear, and it creates justifiable boundaries of each people. The regulations
can also be useful within the process of conflict resolution, given that there is already now basis of defense
for the party. It would be now easy to identify to whom is actually at fault. We then reinforce that regulation
towards the parties and then transcend in to creating a better resolution on how to move on afterwards the
conflict.
2. Identify six key benefits of establishing systems, policies and procedures in the workplace.
(1). Policies act as a guide for the workplace regarding operational matters.
(2). They ensure that the workplace is a healthy and safe space to function.
(3). It helps in providing resolutions to workplace predicaments
(4). Systems also establishes boundaries for the workforce as a form of respect.
(5). It creates an easy flow of transaction within the workplace.
(6). It regulates the workplace so that it would function at its optimum.

3. Identify four ways in which networking benefits employees in a workplace.

(1). Creates an access of database of information regarding workplace outputs.
(2). Allow the employees to work collaboratively to meet client needs.
(3). Establishes accessibility and contact to other employee or professionals.
(4). Ensures optimum work output.

4. What are the benefits of a diverse workplace? Mention at least three benefits each for the employer as well as
the employees.
Employer
(1). Allows more diverse engagement towards employees.
(2). Creates a better business reputation.
(3). Lowers the employee turnover.
Employee
(1). Allows employee to attain social development
(2). Enlightens employees regarding differences in cultural background and diversity.
(3). Develops a deeper sense of mutual respect.

5. Complete the table with relevant commonwealth legislation relevant to managing effective workplace
relationships, and a brief outline of the legislation. You have been given one example.

Area of Work Legislation Outline

This act establishes work health and safety

duties of employees and employers, in
Workplace Health and Work Health and Safety Act eliminating or minimizing risk, consulting with
Safety 2011 (Cth) workers and seeking their representation and
participation relating to work health and safety
matters.
It establishes employment terms and
circumstances, as well as the rights and
Employee / Employer The Fair Work Act 2009 (FW
obligations of employees, employers, and
Relationship Act)
employee organizations in connection with
such employment.
 This act promotes equal opportunity and seeks
Equal Opportunities for The Equal Opportunity Act
to eliminate discrimination towards any
Everyone 1984 (WA)
matters of public life, including employment
This act seeks to eliminate the discrimination
Equal Opportunities for Disability Discrimination Act towards people of disabilities in many areas of
the Disabled 1992 (Cth) public life, including employment, using of
services and other substantial context.
Equal Opportunities for This act makes it unlawful to discriminate a
people with diverse Racial Discrimination Act 1975 person because of their race, color descent,
nationalities or racial (RDA) national or ethnic origins and immigration
backgrounds status.
This act aims to improve and promote gender
Equality between men Workplace Gender Equality Act
equality in terms of employment, the
and women 2012
workplace and other substantial context.

6. Briefly describe the role of the following in no more than 80 words each.

a. Fair Work Ombudsman

The Fair Work Ombudsman is a government entity that assist employees and employers grasping their
responsibilities and rights under Australian workplace laws. They assist on regards to employee
entitlements, pays, leaves, employee agreements and many more. The ombudsman also investigates any
complaints coming from the workplace sector.

b. Australian Human Rights Commission

The Australian Human Rights Commission is a human rights institution manifested under the Australian
Human Rights Commission Act 1986. It functions as a safeguard of human rights, spanning from undertaking
inquiries, intervention in court proceedings, promulgating educational programs and campaings that all
relates to Australian human rights

c. WHS Management System

Workplace health and safety management is a set of guidelines and policies that is placed upon workplaces,
which aims to create procedures and plans that oversees the management of health and safety at work,
systematically. Through these policies, the workplace can minimise the risk of injuries and illness in a
workplace.
ASSESSMENT 2
GRIEVANCE POLICY AND PROCEDURE

Purpose

The grievance policy and procedure aims to be a platform for the workers of the Lollipop Shop, where they may formally
express their grievances and concerns in regards to certain matters in the establishment. These policy and procedures
aims to take the necessary actions needed to ensure a safety working environment for the establishment. The Lollipop
Shop aims to promulgate proper regulation and create a suitable workplace environment.

Scope

The scope of the policy and procedure is encompassing but not limited to the active members and management of The
Lollipop Shop. The policy and procedures applies on certain circumstances that the procedures and policy may deem fit.
All of its function and system will act upon its stakeholders, in order to promote a healthy working environment.

Definitions

a. Incident – is an event or circumstance that manifested unintended harm towards a work of a person or a
member.
b. Hazard – is a situation that may potentially harm a person in a working environment.
c. Injury – is a result of an incident that has manifested within the working environment.
d. Duty Holders – it refers to a member that has responsibilities in upholding the communication and consultation
policy. The member shall also act in correspondence to the WHS Act 2011 – legislated by the Australian
commonwealth. These responsibilities may fall upon officers, workers, employees and other active members of
the establishment.
e. Officers – These refer to the CEO and Managers of the establishment. The officers ensure proper engagement
and the communication and consultation framework is properly instilled and acting.

Responsibilities of Managers in Disputes

(1) Managers or Officers are tasked to contact the parties involving in the dispute.
(2) They are tasked to properly mediate the discussion and breaking down of the dispute.
(3) They have the responsibility to ensure a proper resolution is enforced so that involved parties may move
forward from the dispute.
(4) Managers are tasked to ensure that concerns of the workers are addressed properly and promptly.
(5) Address any potential problem that may arise in the workplace.

Responsibilities of Employees in Disputes

(1) Employees have the responsibility to resolve the issue according the grievance policy and procedure mediated
by the officer, and to any internal processes through the earliest point of opportunity.
(2) Employees have the responsibility to remain formal in handling the dispute, and to address any concerns with
minimal compromise towards work.

Process of Handling a Dispute

An employee if deemed in a feud, should be able to forward their concern to their manager or to any present officer
within the establishment. Parties involved in the dispute should be able to openly discuss the problem and as well
cooperatively work together in discussing resolutions on how to move forward.
Manager should then have the responsibility to fully grasp the situation in regards with the complaints given by the
parties involved in the dispute. Once the situation is clarified, the manager may then call the attention of the parties
involved in the dispute. The manager may then follow the given outline in handling the dispute:

(1) Inform the parties involved that all information is confidential and should only be used to solve the dispute.
(2) Identify the actions of the parties involved, resulting to the present dispute.
(3) Locate where the problem has started.
(4) Diagnose the complaint and the formulate a resolution that is doable for both parties.
(5) Provide steps on how to move forward from the dispute.

It is crucial that the Manager or officer assigned in facilitating the dispute, to remain sensible in engaging the problem.
The manager should also ensure that parties involved, that the resolution transcended is objective and fair given the
situation.

If the grievance of the employee is towards the manager or officer, a written letter may be emailed to the CEO or of a
higher position to the manager in regards with the dispute. Similar process may still then be followed.

Related Legislation and Policies

(1) Board Dispute Resolution Policy – is a suggested policy provided by the HopgoodGanim Advisory Group in
handling workplace dispute.

Source:
Board Dispute Resolution Policy. (n.d.). Effective Governance - Part of HopgoodGanim Advisory Group. Retrieved October 18, 2021, from

https://www.effectivegovernance.com.au/content/Document/Templates/eG-Board-Dispute-Resolution-Policy-2018.pdf

COMMUNICATION AND CONSULTATION PROCEDURES

Purpose

The communication and consultation policy and procedures aim to establish a sense of guide or framework towards the
employees and managers of The Lollipop Shop. These policy and procedures aims to take the necessary actions needed
to ensure a safety working environment for the establishment. The Lollipop Shop aims to promulgate the essential Work
Healthy and Safety (WHS) procedures, in order to achieve proper regulation and create a suitable workplace
environment.

Scope

The scope of the policy and procedure is encompassing but not limited to the active members and management of The
Lollipop Shop. The policy and procedures may also apply on certain circumstances that the procedures and policy may
deem fit. All of its function and system will act upon its stakeholders, in order to promote a healthy working
environment.

Key Definitions

f. Incident – is an event or circumstance that manifested unintended harm towards a work of a person or a
member.
g. Hazard – is a situation that may potentially harm a person in a working environment.
h. Injury – is a result of an incident that has manifested within the working environment.
i. WHS Communication and Consultation – is a platform that allows every member to express or share their views
and opinions regarding certain matters, and ensuring that these opinions are taken into account before moving
towards a certain resolution. It allows a fair and healthy communication and consultation within the workplace.
 j. Duty Holders – it refers to a member that has responsibilities in upholding the communication and consultation
policy. The member shall also act in correspondence to the WHS Act 2011 – legislated by the Australian
commonwealth. These responsibilities may fall upon officers, workers, employees and other active members of
the establishment.
k. Officers – These refer to the CEO and Managers of the establishment. The officers ensure proper engagement
and the communication and consultation framework is properly instilled and acting.

METHODS OF COMMUNICATION

(1) Consultation Meetings- are regulated session of meetings conducted by the Duty Holders and corresponding
officers directed to the employees and management. These meetings will become a platform for employees and
management to relay their views and opinions with certain circumstances and as well as delineate their current
standing with their health and safety within the workplace. Through these meetings, the establishment is able
to produce a platform where they can feely express.

(2) Direct Report: reporting directly a certain work incident towards duty holders or officers is an available method
of communication. These direct reports may be done through meeting with the duty holders or officers and then
explaining how the incident manifested. Reports in regards to current workplace situations that concern and
health and safety are also an acceptable report.

(3) Incident Investigations. – investigation is a form of communication where the duty holders or officers are the
ones who will be asking the questions in regards to an incident. The stakeholders may give their opinion in
regards to what happened. Investigations is an avenue where the establishment reaches out to a much wider
audience than what is expected. Wider audience then translate to a bigger avenue for people to share their
opinion on the incident and how they may suggest a form of resolution moving forward.

FACILITATING CONSULTATION STRATEGIES

(1) Objective Based Resolutions – the ability to produce an objective based resolution as a response to a
consultation or communication is an effective strategy in moving forward from a certain incident or situation.
Objective based resolutions aims to uphold solutions with minimal compromise for the stakeholders involved.
The resolutions are based on evidence and objective thinking alone.

(2) Upholding Confidentiality of Response – ensuring your stakeholders that the response they give towards
certain incidents or situations, upholds an outmost confidentiality. These ensures that the response that are
given, will be only be used in processing resolutions or response to a consultation alone, and will not be used in
other matters. This will give a sense of security to the involved stakeholders, so that they may freely express
their views and opinions.

(3) Sensible Approach – in facilitating consultations, it is crucial that the facilitators remain sensible in directing
questions or performing the consultation, especially that most of workplace incidents entail emotional
repercussion. How you facilitate the consultation may have effects on the stakeholders involved.

Acknowledgment of Employee Feedback

(1) Management on Employee Feedback will be a crucial process to ensure the stakeholders that the establishment
takes active actions towards certain incidents or feedbacks and minimizing the risk of it ever happening again.
 Management of employee feedback should be organized and well analyzed. It is important that someone of
reliable background, can interpret the given feedbacks. Once interpretation is done, suggestion on resolution is
then relayed to the officers in response to moving forward to a certain workplace incident. It is important that
the resolutions is consistently enforced or acted so that, a similar incident may not occur again.

Related Legislation and Policies

(1) Work Health and Safety Act 2011 – this act promulgates duties towards health and safety of employees and
employers. It aims to eliminate and minimize risks of hazard through procedures and consultation with workers
regarding health and safety matters.

Source:
Work Health and Safety Act 2011. (n.d.). Australian Government Federal Register of Legislation. Retrieved October 18, 2021, from

https://www.legislation.gov.au/Details/C2018C00293

Covering Email

(Assessor)
Chief Executive Oficer
The Lollipop Shop

Greetings of Prosperity and Peace:

The Lollipop Shop has been actively reforming its ways for the betterment of the establishment, to its customers and as
well to its employees. In line with this, attached in the mail is a proposed Communication and Consultation Policy and
Procedures, and a Grievance Policy Procedure – that we may incorporate in our establishment. As a manager, I believe
that these policy and procedures would establish an efficient framework for our establishment, in dealing with concerns
relating to the holistic health and safety of our employees and as well as managers. Given the onset of concerns coming
from our employees, we believe that through these frameworks provided, we may also be able to solve their concerns
efficiently as well.

These policy and procedures are primarily tentative and is entirely open to any suggestions or revisions that you would
like to impose as our CEO. Hoping for a positive response!

Regards,
ASSESSMENT 3
CODE OF CONDUCT

Purpose

The Code of Conduct shall serve as basis on how to uphold good business and personal ethics and practices within the
workplace. This conduct is duly incorporated - aiming to avoid any potential conflicts that may arise within the
establishment. This will serve as a guide to employees and managers within the Lollipop Shop, regarding the suitable
ways of acting as a member of the workplace.

Scope

The scope of the policy and procedure is encompassing but not limited to the active members and management of The
Lollipop Shop. The policy and procedures applies on certain circumstances that the procedures and policy may deem fit.
All of its function and system will act upon its stakeholders, in order to promote a healthy working environment.

Responsibilities of all Employees

(1) Honesty & Integrity - The Lollipop Shop is expected to uphold the outmost honesty and integrity among its
employees. The conduct for honesty and integrity has a broad scope encompassing but not limited to the
following actions:
a. Not accepting any forms of bribery that may harm the establishment in any possible way.
b. Being able to report immediately any forms of problems or issues to the manager.
c. Dealing with the customers fairly and with highest honesty.

(2) Respect – It’s expected that the employees will be able to emit respect towards their co-workers, their
managers and as well to the customers. Respect may come in forms of proper communication, acknowledging of
personal boundaries, refrain from any sorts of discrimination towards co-employees, customers and many more.

(3) Confidentiality – Any information or any processes that are deemed private by the establishment, should not be
shared by anyone. Employees are expected that any private matters discuss internally, should be upheld with
the outmost confidentiality.
(4) Accountability – In cases of any problems resulted from an action by an employee, it is expected that they
should be able to uphold accountability with the result and then should take any necessary actions as deemed
by the establishment.
(5) Punctuality – Employees are expected to uphold a sense a value towards their work. Thus, they should be
punctual towards attending to their work, meetings and other important matters that needs their presence.
 (6) Legal and Policy Compliance – Compliance towards legislations and policies, in and out of the establishment is
paramount. Employees are expected to comply to the policies of the establishment as it reflects not only their
personal image, but as well as an employee of the establishment. It is also important for them to comply to
internal policies as it is mandated by the establishment to do so.
(7) Management of Conflict of Interest - There’s a tendency where employees may have a different interest from
the interest of the company. Whenever such thing would arise, it is expected that the employee would take a
course of action that would not harm the company it any way possible. This may come in various ways such as
bribery, disclosing of important information, and other serious matters.
(8) Responsible use of Establishment’s Resources – Employees are expected to responsibly utilize the resources of
the establishment. All of the resources of the Lollipop Shop should only be used accordingly as prescribed by the
management. Employees should not have their own discretion in providing any additional towards the
customer, but rather it should be accordingly.

Related Legislation and Policies

(1) Racial Discrimination Act 1975 (RDA) –

This act makes it unlawful to discriminate a person because of their race, color descent, national or ethnic
origins and immigration status

(2) Disability Discrimination Act 1992 (Cth) - This act seeks to eliminate the discrimation towards people of
disablities in many areas of public life, including employement, using of services and other substantial context.

DIVERSITY AND INCLUSION POLICY

Purpose - The diversity and inclusion policy aims to create key principles for the Lollipop Shop, in relation to celebrating
a diverse and inclusive workforce within its establishment. The policy will encompass the relative information and
framework regarding inclusivity and diversity and how should members of the establishment act upon such information.

Scope - The scope of the policy is encompassing but not limited to the active members and management of The Lollipop
Shop. The policy and procedures applies on certain circumstances that the procedures and policy may deem fit. All of its
function and system will act upon its stakeholders, in order to promote a healthy working environment.

Definitions

(1) Diversity – diversity in an establishment, is acknowledging that there is uniqueness within the workforce – which
comprises of different and proud individuals.
(2) Equity – the presence of equity in a workplace context, is being able to set up policies that eliminate
discrimination, promote equal opportunities and giving equal access to every employee.
(3) Inclusion – in a workplace context, inclusion is being able to welcome each differences and at the same time
celebrate them, by fully accepting and valuing everyone.

Diversity Statement

The Lollipop Shop is a one with promoting a diverse and inclusive establishment in Australia. As a progressive company,
we recognize that every individual is different and unique. We celebrate those differences and accept them fully. As an
establishment with such ideals, we aim to create policies and procedures that will protect our employees and customers
to any threat that may harm that uniqueness. We value each person, regardless of cultural background, ethnicity, race,
gender, disability and other subtle yet significant differences. The Lollipop Shop is a diverse and inclusive establishment,
and we will better ourselves and correspond to the changes of time and the presence of a global diversity.
Responsibilities and Accountabilities-
The Lollipop Shop caters to the following commitments and accountabilities for a diverse and inclusive establishment:

(1) The establishment shall promote a diverse, equal and, inclusive workplace, by practicing politically correct
actions, acceptance of diverse groups, and promoting a non-discriminatory establishment.
(2) Transforming the establishment to a safe space, free from any forms of bullying, discrimination, harassment and
other forms of degrading a person. An establishment where there is respect and dignity within our space.
(3) The Lollipop shop shall ensure that their employees shall be accountable to their actions and ensure that they
will promote the same ideals of inclusivity and diversity of the establishment.
(4) Any forms of demeaning actions towards customers, coworkers, and managers, shall be taken accordingly by the
management, and be given appropriate sanctions according to the company policy, and Australian legislations.

Monitoring Policy - To ensure that the Lollipop Shop will uphold its ideals as a diverse and inclusive establishment, here
are the following procedures taken by the company.

(1) Orientation – meeting with the employees and orienting them regarding company policies in relation towards
diversity and inclusivity. This ensures that the employees of the Lollipop Shop are informed with the company’s
principles, and instruct them on how to uphold such principles.
(2) Creating a platform for Feedback – a platform for feedback for our employees and our customers, will help up locate
any faults within the company from upholding the company principles. These feedbacks will be essential in assessing
certain situations and direct investigations when needed.
(3) Ensuring Fair Opportunities – The Lollipop Shop ensures that each employee will have a fair opportunity in the
workforce. This will also span towards upholding a fair recruitment stages for the company.
(4) Creating Surveys – surveys that will collect data on customers regarding their preferences as an individual, and
discussing whether it can be incorporated within the establishment.

Related Legislation and Policies

(1) The Lollipop Shop’s Code of Conduct Policy – in relation to employee and management behavior towards proper
conduct.
(2) Parental Leave Policy – ensuring arrangements are made for maternal or paternal leave.
(3) The Equal Opportunity Act 1984 – ensuring that every individual is given the equal opportunity in the workplace.
(4) Disability Discrimination Act 1992 – ensuring that workplaces are free from any forms of discrimination.
(5) Racial Discrimination Act 1975 – ensuring that workplaces shall demean an individual based on ethnicity or race.
(6) Workplace Gender Equality Act 2012 – ensuring that all gender orientation are given the same opportunity in
the workplace.
(7) Flexible Work Policy – ensuring that every employee is given the opportunity to have flexible working hours in
the workplace.
Covering Email

(Assessor)
Chief Executive Oficer
The Lollipop Shop

Greetings of Prosperity and Peace:

The Lollipop Shop aims to be a diverse and inclusive establishment that will cater to every individual, employee or
customer and promulgate valuable ideals and actions, manifested by every members of the establishment. In line with
this, attached in the mail is a proposed Code of Conduct and Diversity and Inclusion Policy procedure – that we may
incorporate in our establishment. As a manager, I believe that these policy and procedures would help the
establishment in transforming into a much more valuable and respectable workplace and shop. We can efficiently
promulgate the company’s ideals and principles through specific mode of actions.

These policy and procedures are primarily tentative and is entirely open to any suggestions or revisions that you would
like to impose as our CEO. Hoping for a positive response!

Regards,
ASSESSMENT 4
Internal and one External Networking Activity Sheet

Internal/External Description of Identified Outcome Identified Outcome

Team
Activity Activity for the Team for the Organization

Helps store Skilled manager will

Staff Grievance managers improve be able to resolve
Store Managers External Handling Training skills in managing and prevent conflict
Program people / complaint and reduce staff
resolution. turnover.
Allows the Store Members of the
Managers to share organization are
their experiences to expected to be
Consultation and their team, aiming motivated towards
Store Managers Internal Motivational to motivate them in their work and at
Meetings their daily job. As the same time,
well as an avenue allow them to be
for feedbacks for open towards
the store. feedbacks.
Instill values and a Establish a good
sense of corporate sense of store
Store Managers External Local Charity Event
social responsibility branding and image
to the team. for the store.
The team will be The team may now
informed regarding act according to the
Sales Assistant Internal Toolbox Meeting
changes within the changes made by
store. the management.
Creates better
The team may now traction for
New Product Launch test their interactive customers and
Sales Assistant External
Activity skills towards new inform them about
customers the current store
products.
 Professional Networking Plan

Name and Student ID: Date:

Professional area:
Networking activity Description Frequency Potential benefits
Retail Leaders Forum Networking event Annual Attend sessions by Australia’s retail
(external) leaders. Network with other retailers.

Retail Week Event Networking Event Annual Attend sessions with the biggest retail
(External) network event, with the presence of top
industry leaders.

Holiday Team Building Networking Event Bi-yearly Establish a deeper sense of camaraderie
Activity (Internal) with the team, and develop essential
management skills.

NG Retail Digital Summit Online Annual The summit will focus on the Covid 19
Networking Event impacts to stores. Learn on how to rise
above the pandemic.

Retail Customer Experience Online Annual Attend and gather feedbacks from
Summit Networking Event customer towards their store retail
experiences.
ASSESSMENT 5
Part A
Conflict Resolution Guide for Team Leaders

Identifying and resolving Workplace difficulties

Steps Actions

Identify the As a team leader, ask for clarifications for the parties involved, in how the
disagreement disagreement arose.

Lay common grounds Discuss with the involved parties regarding their individual faults or common
for involved parties mistakes that they have acted upon.

Discuss on how both

Talk with among the involved parties on the probable compromise that they
parties can
can do.
compromise

Formulate the
Identify a efficient resolution that will solve the predicament of the involved
resolution for both
parties but as eliminating any future similar conflicts
parties
Identify
responsibilities of
Discuss with the involved parties regarding their responsibilities and what
involved parties in
they need to do, to uphold the resolution.
forwarding the
resolution

WORKPLACE CONFLICT RESOLUTION PROCEDURE

Steps in Conflict Resolution Procedure

Formal –

1. File a complaint or grievance and send it to the store supervisor.

2. Let the supervisor conduct an investigation regarding the conflict
3. Wait for the supervisor to schedule a meeting, participated by the parties involved.
4. Discuss on the conflict on the meeting
5. Move forward with the resolution provided by the supervisor.
6. Uphold the resolution with the given responsibilities instilled to the parties.

Informal –

1. Directly Contact your supervisor regarding the conflict that came up.
2. Discuss on the possible course of action that you may take to solve the conflict.
 3. Let the supervisor manage the conflict and come up with a potential resolution.

Appeals

1. Submit an Appeal Form directed to your supervisor which includes the nature of which the appeal is
based upon. Including why the employee felt on why the resolution produced was unfair.
2. The supervisor shall determine the validity of the appeal.
3. If deemed valid, the supervisor will then recall the parties involved, and form a more doable
resolution for both parties.
4. Uphold the resolution with the given responsibilities instilled to the parties.

External Appeals

1. If resolution is still deemed unfit, submitting an appeal to an external party is optional.

2. Ask for legal assistance regarding the conflict.
3. Discuss with the counselor with a more efficient resolution.
4. Submit the induced resolution to the supervisor, with the a noted from the external legal counsel.
5. The supervisor is then compelled to create a more doable resolution for the parties involved.

Responsibilities of Managers and Employees

- The Managers and Employees have the primary responsibility of eliminating any risks or hazards that may cause
a workplace conflict. In case one is indubitable, the stakeholders involved should have an outlook of solving the
conflict.

Managers have the primary responsibility of mediating or breaking down the conflict between the involved
party and then come up with proper resolution that will be doable to the involved party and as well for the
company. The Manager should also aim to avoid any similar conflict that may arise.

Employees are expected to have an open mind in solving the problem. They should also uphold the
responsibility of the produced resolution in order to move forward from the conflict.

Timeframes for Actions

Time Table
1. File a complaint or grievance and send it to the store
supervisor. 1 Day

2. Let the supervisor conduct an investigation regarding

the conflict 3 Days

3. Wait for the supervisor to schedule a meeting,

1 Day
participated by the parties involved.
4. Discuss on the conflict on the meeting 1 Day
5. Move forward with the resolution provided by the
1 Day
supervisor.
7. Uphold the resolution with the given responsibilities
instilled to the parties. N/A
Documents to be Used

(1) Complaint and Grievances Form – the official form of the company in regards with their procedure in conflict and
resolution.
(2) Appeal Form- A form for appeal in case a party disagrees with the resolution that has been formed during the
mediation process.

Related Legislation and Policies

1.) Board Dispute Resolution Policy

2.) Fair Work Ombudsman

Covering Email
(Assessor)
Chief Executive Oficer
The Lollipop Shop

Greetings of Prosperity and Peace:

The Lollipop Shop has been actively reforming its ways for the betterment of the establishment, to its customers and as
well to its employees. In line with this, attached in the mail is a proposed Workplace Conflict Resolution Procedure – that
we may incorporate in our establishment. As a manager, I believe that these policy and procedures would establish an
efficient framework for our establishment, in dealing with concerns relating to internal conflicts that may arise in our
establishment. Given the onset of concerns coming from our employees, we believe that through these frameworks
provided, we may also be able to solve their concerns efficiently as well.

These policy and procedures are primarily tentative and is entirely open to any suggestions or revisions that you would
like to impose as our CEO. Hoping for a positive response!

Regards,
Part B
Conflict Resolution

a. Informal Conflict Resolution in regards to possible Insubordination.

1. Discuss the matter privately in regards to Tom’s behavior in relation to tendency of overstepping
boundaries and as well as challenging of your authority.
2. Explain your situation as a new store manager, and let Tom understand your own circumstance. Ask
for his patience or coordination since your new to the setup.
b. Formal Conflict Resolution in regards to Tom’s Coworkers situation.
3. Discuss formally the conflict together with the other coworkers who’ve felt that their boundaries
were overstepped by Tom.
4. Create a resolution that would deem suitable for the involved parties, with minimal compromise.

Training

Essential Skills in Management

1.) Leading – is an essential skill that Alice should acquire to showcase that to her team that she is capable of
bringing the group towards their company and team’s goal.
2.) Controlling – is the ability to check on outcomes and create prospects of adjustments so that necessary goas are
achieved. Alice should be able to control certain situations that may arise in the shop, and then create ways on
how to overcome the situation.
3.) Motivating – the ability to reinforce the mood of the team towards working better is also an essential skill that
Alice should acquire. Being able to showcase to her team, that she has the capability to inspire others.

Proposed Activity

Team Building Activity –whenever there’s conflict within the team, the most suitable activity is a team building wherein
the team can work together in achieving specific goals.
Part D

Work Difficulties Action Plan

Action/activity Timeframe Person/s Details of action / skills to Resources, if
responsiblee be developed required
December Holidays 1 Week eStore Manager The team will be 1. Location
Team Building Event Sales Assistant participating in team 2. Team Building
building activities this equipment.
Holidays, in order to 3. Daily Supply
acquire essential
leadership and
camaraderie skills that
will be substantial to the
company.
Business Coaching 2 Days CEO The CEO and Store 1. Meeting Venue
and Mentorship Store Manager Managers will share 2. Meals
their stories and attempt
to inspire the team in
regards to building up a
business. This is also
where they attain
necessary business skill.
Mediation Meeting 1 Day Store Manager Store Managers will properly 1. Meeting Venue
address disputes and
eliminate the risks of it
happening within the team.