ASSESSMENT 2 - CASE STUDY - STUDENT INFORMATION INSTRUCTIONS

Each student will be required to undertake FOUR (4) Assessment tasks in order to successfully complete this Case Study. You will be required to demonstrate evidence of your ability to:

Develop and / or implement processes to manage ideas and information including:

• Communicating information to support others to achieve work responsibilities

• Facilitating employees contribution to consultation on work issues

• Providing feedback on the outcomes of consultations

• Resolution of issues raised or referral to relevant personnel Establish and / or implement policies to ensure that the organisations cultural diversity

  and ethical values are adhered to.

  Provide leadership through own behaviour including:

• Professional conduct that promotes trust with internal and external contacts

• Adjusting own interpersonal communication style to meet the organisations cultural

  diversity and ethical environment

  Develop and / or implement processes and systems to manage difficulties including:

• Identifying and resolving conflicts and other difficulties according to organisational

  policies and procedures

• Planning how to address difficulties

• Providing guidance, counselling and support to assist co-workers in resolving their

  work difficulties

  SCENARIO

  Discrimination can be a source of heated conflict, potentially ending in legal trouble for a company or its owners. Discriminatory conflicts can arise from personal prejudices on the part of employees or perceptions of mistreatment of employees. You are to review the information below and prepare a response to the situation based on each of the Assessment Task instructions.

  Brian is employed as a Customer Service Officer at WizCo. He is 66 years old and is unsure as to what age he will retire.

  He has worked at WizCo for more than 10 years and participates in mandatory workplace training every 12 months.

  Brians role is to receive and respond to incoming telephone calls and emails from WizCo customers.

Brian has recently made a complaint to the human resources department and has claimed to have been experiencing age discrimination from his work colleagues. Brian says that for two years he has been subjected to offensive and inappropriate comments regarding his age.

He claims, for example, that he was called an old man and expired and discovered there is a betting game currently being played about his possible date and age of retirement. Brian also claims that the persistent comments have caused him much distress and isolation within his team.

As Brians Manager, Tina Morrison from H.R has requested you to follow up on this complaint and produce a response that:

• Clearly identifies the key issue/s

• Recommends ways to resolve any conflict Promotes the companys cultural diversity and ethical environment within in

  your team

  ASSESSMENT TASK ONE: SUPPORTING EMPLOYEES

  You are required to consult with your fellow colleagues and create written responses to the following questions.

1. Provide a summary of the key issues relating to the situation as described above. You will need to outline how these issues relate to and may impact Brians work responsibilities.

2. Develop a plan that outlines the steps you will take to promptly manage Brians complaint. You should also describe how these steps should comply with WizCo. policies and procedures.

3. Outline how you plan to ensure that consultation process would need to provide opportunities for Brian and any other WizCo staff to contribute to the issue in an appropriate manner.

4. Describe how you will provide feedback to Brian and other staff on the outcomes of the consultation process.