BSBWOR203

Work effectively with others

Develop effective workplace
relationships

1.1 Identify own

responsibilities and
duties in relation to
workgroup members
and undertake activities
in a manner that
promotes cooperation
and good relationships
 Responsibilities and duties
Responsibilities and duties can be determined
through factors such as:
 Code of Conduct
 Job description and employment arrangements
 Organisation’s policy relevant to work role
 Skills, training and competencies
 Supervision and accountability
requirements including WHS
 Environmentally sustainable working
practices
 Team structures.
Activity 1A
Develop effective workplace
relationships

1.2 Take time and

resource constraints
into account in fulfilling
work requirements of
self and others
 Time constraints
Effective ways to manage time include:
 Prioritisation of tasks
 Discipline
 Organisation
 Schedule development
 Effective planning and commitment
 Allocation of time for meetings.
 Resource constraints
Examples of resource management include:
 Timesheet software
 Employee time tracking software
 Time and expenses tracking
 Resource Management Planning (RMP)
 Critical Chain Project Management (CCPM).
Activity 1B
Develop effective workplace
relationships

1.3 Encourage,
acknowledge and act on
constructive feedback
provided by others in
the workgroup
 Constructive feedback
Feedback may include:
 Formal/informal performance appraisals
 Comments made by clients
 Appraisals given by supervisors and colleagues
 Personal and reflective behaviour strategies
 Routine organisational methods for
monitoring service delivery.
Activity 1C
Contribute to workgroup activities

2.1 Provide support to

team members to
ensure workgroup goals
are met
 Providing support
Support for team members may include steps such as:
 Explaining/clarifying
 Problem-solving
 Providing encouragement
 Providing feedback to a
team member
 Undertaking extra tasks
if necessary.
Activity 2A
Contribute to workgroup activities

2.2 Contribute
constructively to
workgroup goals and
tasks according to
organisational
requirements
 Contributing to workgroup goals
To ensure that you can contribute to workgroup goals
effectively, you should:
 Understand your goals
 Commit the required time
 Vocalise your skills/knowledge areas
 Define roles
 Record your progress.
Activity 2B
Contribute to workgroup activities

2.3 Share information

relevant to work with
workgroup to ensure
designated goals are
met
 Why is it important to share
information?
The benefits of sharing information with your
workgroup include:
 Successful decision-making
 Utilisation of combined strengths
 Development of employees’ skills
 Quicker resolution of problems
 More efficient completion of projects
 Increase in employee satisfaction
 Achievement of goals.
 How to share information
For example:
 Face-to-face meeting
 Email
 Telephone
 Video call
 Notice boards.
 Documentation requirements
Standards that you should meet:
 Australian standards
 Legislation
 Organisational policies and procedures
 Specified work standards
 Standards set by the workgroup.
Activity 2C
Contribute to workgroup activities

2.4 Identify and plan

strategies/opportunities
for improvement of
workgroup in liaison
with workgroup
 Strategies and opportunities for
improvement
Strategies/opportunities for improvement may
include:
 Career planning/development
 Coaching, mentoring and/or supervision
 Formal/informal learning programs
 Internal/external training provision
 Performance appraisals
 Personal study
 Recognition of current competence (RCC)/skills.
Activity 2D
Deal effectively with issues,
problems and conflict

3.1 Respect differences

in personal values and
beliefs and their
importance in the
development of
relationships
 Personal values and beliefs
In order to respect the differences between personal
values and beliefs, an individual should:
 Learn about other people’s values and beliefs
 Ask appropriate questions
 Demonstrate respect and empathy
 Recognise an individual’s uniqueness
 Treat everyone fairly and with dignity
 Raise and discuss ideas constructively…
 Personal values and beliefs
 Respond to other points of view sensitively
 Ensure that other people’s beliefs aren’t
misrepresented
 Avoid imposing own values and beliefs on others
 Respect the rights of others to disagree
 Be cooperative.
 Anti-discrimination legislation
Anti-discrimination laws include:
 Age Discrimination Act 2004
 Australian Human Rights Commission Act 1986
 Disability Discrimination Act 1992
 Racial Discrimination Act 1975
 Sex Discrimination Act 1984.
Activity 3A
Deal effectively with issues,
problems and conflict

3.2 Identify any

linguistic and cultural
differences in
communication styles
and respond
appropriately
 Cultural differences in
communication styles
Here are some tips for identifying differences in
communication styles:
 Carry out your own research
 Don’t be afraid to ask questions
 Pay attention.
 Responding to differences
There are some general steps which you can follow to
help you to respond to any differences identified.
For example:
 Speak in a neutral tone, avoiding raising your voice
 Speak clearly, avoiding using complex language
 Avoid using slang
 Ask for feedback, focusing on how you can work to
overcome any barriers to communication with your
colleagues.
Activity 3B
Deal effectively with issues,
problems and conflict

3.3 Identify issues,

problems and conflict
encountered in the
workplace
 Issues and problems in the
workplace
There are many different issues and problems which
might occur in the workplace.
For example, issues and problems that may occur in
the workplace include:
 Stress
 Bullying
 Violence
 Safety issues
 Discrimination.
 Conflict within the workplace
There are several types of conflict that may occur in
the workplace, including:
 Responsibility
 Leadership
 Background
 Personality.
 The effects of conflict in the
workplace
Conflict in the workplace can have many negative
effects.
These may include:
 Job dissatisfaction
 Depression
 Hopelessness
 General unhappiness
 Absenteeism
 Withdrawal
 Resignation.
Activity 3C
Deal effectively with issues,
problems and conflict

3.4 Seek assistance from

workgroup members
when issues, problems
and conflict arise and
suggest possible ways of
dealing with them as
appropriate or refer
them to the appropriate
person
 Conflict resolution techniques
There are five key steps to conflict resolution:
 Set the scene
 Gather information
 Agree the problem
 Discuss possible solutions
 Negotiate a solution.
Activity 3D
 Summative Assessments
Summative assessments consist of:
 Skills Activity
 Knowledge Activity
 Performance Activity.

Your assessor will provide you with further guidance on

how and where to complete these assessments.
 Summary and Feedback
 Did we meet our objectives?
 How did you find this session?
 Any questions?