Can you please help me with this assignment:

BSBHRM604 Manage Employee Relations.

I do not know how to approach it :

Lombard Telecommunication Pty Ltd

You are the Departmental Manager in the Customer Service department of Lombard Telecommunications, a

medium size business employing 120 people. The Customer Service department is open 14 hours-a-day, seven days-a-week (6am to 8pm). Part of your role as Departmental Manager includes responsibility for the Human Resources function.

The business makes a range of mobile phones and landline exchanges which it sells predominantly to industry, commercial and government clients. The organisation supplements their production arm by selling telecommunications packages for telephone and

internet to domestic users, private individuals as well as corporate and government bodies.

To support their sales efforts Lombard Telecommunications has established a Customer Service department to provide after sales service and help clients and customers solve equipment and telecommunication problems.

Important organisational goals are to:

Make Lombard Telecommunications the 'employer of choice' within the next 12 months.

Embrace diversity in the workplace starting as soon as possible.

Promote the business as family-friendly to employees supporting a healthy work/life balance.

Promote people from within the organisation where possible providing necessary training and experiences to underpin such promotion.

Eliminate discrimination, bullying and harassment from the workplace.

Initiate a fair and effective performance management scheme within 12 months.

Expand the telecommunications business into New Zealand within three years.

Move into security CCTV cameras and systems within five years.

Following several recent workplace incidents where there have been problems with employees, management undertook a review of the situation, As a result they decided there was an urgent need for the business to address short-comings in relation to a

wide range of employee relations problems - mainly there was a need to update several policies and, in other

cases, develop new strategies, protocols and plans. Management have given you a free hand about what to do but have insisted all the protocols you develop are generated as a result of consultation with relevant stakeholders, are legally-compliant and align with the three

organisational goals listed above.

After meeting with management you determine there is a need to develop:

1) a conflict management policy and procedure

2. As well as developing policies and procedures, there is also a requirement to develop the

following strategies:

- strategy to meet workplace diversity objectives in the form of an action plan i.e. how is the policy

going to be implemented.

- employee relations risk management strategy

3. Besides developing these policies, procedures and strategies students need to provide a one

page document which discusses the reasons a business needs to develop these employee

relations policies, procedures and strategies.

In order to achieve the above, students should research the requirements for each document, by

reviewing and analysing a number of policies and protocols developed by other organisations ,

these must be referenced when producing your policies. Please remember to research the

requirements within the ACT in terms of state-based legislation.

4. Prepare draft versions of required policies, strategies and procedures. Consult with classmates to

discuss your findings and obtain their input on what needs to be covered and addressed by the

documents to be produced. Submit final documents after consultation and include the names of

classmates who were included in your group and your consultation.

5. Research individual, team development and other plans.

Discussion with management has also revealed a need to develop several plans to assist in the

operation of the department.

These include:

Individual employee development plan format.

Team development plan format.

Conduct research on producing these formats, identify required content and layout for each

plan e.g - Name of plan, Name/s of those to whom plan applies, Objective/s to be achieved,

Activities/tasks involved in achieving objectives, Time/date for objective/s to be reached,

Resources available, Personnel to whom responsibility for action is allocated and KPIs.

Consult with stakeholders (other students in your group) and brainstorm and/or discuss possible

inclusions. Develop required plan formats.

6. Using these formats now create and submit:

An individual employee development plan for a frontline Customer Service Officer to help

them provide more effective over-the-phone service relating to product knowledge and

company policies and procedures for return and exchange of phones.

A team development plan for your department that details how they will become aware of the

new employee relations policies that have just been developed.