Upload
others
View
4
Download
0
Embed Size (px)
Citation preview
BSBLDR502 Lead and manage effective workplace relationships
Learning Objectives
▪Manage ideas and information
▪ Establish systems to develop trust and confidence
▪Manage the development and maintenance of networks and relationships
▪Manage difficulties to achieve positive outcomes
Definition
Workplace relationships are unique interpersonal relationships with important implications for the individuals in those relationships, and the organisations in which the relationships exist and develop.. (Sias,2005))
Manage ideas and information
Communication and feedback is the key to a successful working environment as it helps:
o people learn
o create opportunity for professional and personal development
o boost morale and loyalty
o provide insight into how your business is running
How can you communicate and share ideas in the workplace?
How can you communicate and share information in the workplace?
Achievement of work responsibilities
It is important that you ensure strategies and processes are in place to communicate information associated with the achievement of work responsibilities to all co-workers.
Accountability
Direction of the company
Your own achievements
Achievement of work responsibilities
Newsletter
Intranet
Face to face
Work in group
Develop a newsletter for your team to announce:
• Signing a big contract for a new project
• A promotion
• A birthday
• Congratulate an employee on his/her good work
• A series of HR tips
Consultation process
Employee awareness of, and involvement in, decision-making regularly leads to:
more productive workplaces as a result of greater cooperation and collaboration
better and more informed decision making and successful implementation of ideas
attraction and retention of skilled and positive staff
workplaces that are better able to cope with change
minimisation of employer/employee disputes
minimisation of employee claims against the employer.
Consultation process
Employee communication and consultation offer many benefits:
Increases organisational performance
Improves management performance and decision making
Improves performance and commitment in employees
Develops trust
Increases job satisfaction
Encourages flexibility in the workplace
Consultation process
When:
Hazard or risks
Change
Making decisions
Decisions about how to consult
Consultation process
How:
Committee
Focus groups
Surveys
Presentations with Q&A
Meetings
Consultation process
Consider:
Type of matters
Frequency
Who
How
How information will be shared
Outcome of consultation
Presentation
Newsletter
Delegated to line managers
Read the Best Practice Guide ‘Consultation and cooperation in the workplace’
Discuss the content of the guide with the rest of the class
Work in group
Develop a consultation process for your team that includes:
- How to communicate achievement of work responsibilities
- Consultation process (what type, who to involve, frequency etc…)
- How feedback on consultation outcome will be shared with the employees
- Develop a feedback form
Issue managementConsider the following process as a way to formally manage these issues.:
Solicit potential issues
Issue assessment
Issue log
Assign ownership
Investigation of options with estimated impact
Review of alternatives
Implementation
Monitoring
Issue status is communicated
Escalation process
Work in group
• Develop a issue management process.
• Develop a issue escalation process (flow chart)
Cultural diversity
Why diversity is necessary in the workplace
It is the law
Better serve customer
Better communicate with one
another
Better ideas and solutions
Diversity Plan
Assessment of diversity
Set goals
Implement the plan
Diversity policies - examples
Recruitment and selections
Testing
Pay and promotion
Diversity in the workplace
Train :
Cultural knowledge about customs, religions and histories
Individuals not groups
Listen actively
Review current policies
Work on resistance to change
Review multicultural perspective of your team
Diversity -considerations
Consider the list of questions provided by your trainer and discuss your thoughts with the rest of the class.
Diversity policyTips:
Consult with your employees
Include an objective or purpose statement
Explain what you mean by diversity & inclusion
Explain why diversity is important to your business
Specify who the policy applies to & who is responsible for its implementation
Identify the legal framework
Detail your strategies for delivering diversity
Ensure that your diversity & inclusion policy is linked to other relevant policies
Identify key outcomes
Identify how you will communicate, monitor & report your performance.
Work in group
• Review and discuss some examples of diversity policies provided by your trainer.
Ethical values in the workplace
Dedication
Integrity
Accountability
Collaboration
Conduct
Ethical values in the workplace
Work in group
• Develop a list of values for the organisation.
• Develop a code of conduct for your team
• Describe what strategies could be used to ensure organisation’s ethical values are adhered to
Professional conduct
Be on time
Watch your mood
Dress Appropriately
Watch your language
Help your colleagues
Don’t gossip
Stay positive
Own your mistakes
Be fair
Be honest
Careful sharing information
Interpersonal communication - misconceptions
"If I say it, the other person will understand.“
"The more communication, the better!“
"Any problem can be solved at any time if we
communicate with each other.“
"Communication is a natural ability – some have
it, some don´t."
Self awareness
Personality
Values
Habits
Needs
Emotions
Communicating effectively
Use ‘I’ statement
Describe behaviours
without judgement
Describe your feelings
Maintain congruent verbal
and not-verbal message
Build trust
Listening and responding
Focus on what is being said
Look for non-verbal cues
Listening is about the other, not you.
Clarify and ask pointed questions to help you understand what is being said
Paraphrase
Try to understand the message from the sender´s perspective
Networks and relationships
Build your networking muscle
Develop thick skin
Be nice
Be giving
Grow relationships database
Communicate
Keep it simple
Build rapport
Set goals
Access available resources
External influences on workplace relationships
Family and friends
Other colleagues
Other line managers
External business contacts
Relationships external to your team
Represent your team
Obtain resources
Information to and from your
team
Manage performances
Read the articles ‘How leaders create and use networks
Discuss the content of the article with the rest of the class
Work in group
• Develop strategies to ensure that effective internal and external workplace relationships are developed and maintain
• Describe how those strategies will be updated as part of an ongoing planning to manage workplace relationships effectively
Conflict management -sources
Values conflict
Power conflict
Economic conflict
Interpersonal conflict
Organisational conflict
Environmental conflict
Conflict management -strategies
Competing
Accommodating
Avoiding
Collaborating
Compromising
Conflict management -strategies
Conflict management – difficult peopleConsider the impact the person has on you
You control your response to the conflict not the outcome
Use effective communication:o Address the situation immediately, directly and respectfully
o Speak directly to the person
o Separate individuals from the problems.
o Objectively try to understand what is behind the difficult person's actions
o Examine your own contributions to the situation
o Be clear in all your communication
o Discuss the issue using "I" statements (for instance, "I feel uncomfortable when you...")
o Reinforce any positive changes
Read examples of conflict resolution management policies.
Discuss the content of the policy with the rest of the class
Identify problems in the workplace
Employee reviews
Employee safety
Group assessments
Risk assessments
Problem solving in the workplace
Identify issues
Understand everyone’s interests
List options
Evaluate options
Select option
Document agreement
Agree on contingencies, monitoring and evaluation
Work in group
• Develop a strategy and outline the process to ensure that difficulties in workplace relationships are identified and resolved.
• Develop an action plan to address any identified difficulty.
• Establish processes and systems to ensure that when the difficulties identified in the workplace relationships become conflicts, they are identified and managed constructively in accordance with the organisation’s policy and procedures.