Course: BSBLDR502

Asssignment 3

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Introduction

Company overview

JKL Industries is an Australian-owned company. The company do selling forklifts, small

trucks and spare parts to industry. Also they has done the leasing service for folklift and
small tracks. In past 12 years, the company has negotiated the sales rights to a range of
medium and large trucks from an overseas supplier. The sale was increase 10% per
annum every year.

Now the company has change organization structure. They decide to reposition focus
solely on retail sales and service and exit the rentals market. The company intends to
recruit the employee within company and up skill or reskill them working in rentals who
wish to remain with the company.

To restructure the organization, there is some employee grievance from Brisbane

branch as

- the employee feels that they will lost their job from this restructure
- they feel that they will be given the opportunity to retrain the skill from the
company
- They also feel that they will be get underpaid.

the employee is currently organising other rental and sales employees for a possible
strike. They intend to pressure their union into supporting and publicising the strike.

To get the employee understand about the situation and to get manager know the
attitude of all employee, the table below was show the action plan that JKL could used
 Action / Timeframe Person’s Description Resource
Activities responsible

Meeting About 2.5 Human - Discussion about the

between hours resource problem between the
Manager manger rental and
rental and Employee to HR
Human department
resource - The topic is about the
conflict of company
restructure
-
Meeting 1.5hrs Supervisor - Meeting and discuss in
between each person about their Pen
supervisor problem with this Paper
and staff restructure Clipboard
- Doing the discussion Computer
about the detail on the Tea and
restrucute to promote the coffee
acknowledge to the
employee
Metting 2hrs HR department - Openmind discuss on the
between issue that the employee
staff and conflict with.
manager - Doing the promote the
detail on the restructure
to get the knowledge to
the employee
- Discuss on payment
structure to employment

To resolve the situation, there is the plan that it can use with manager rental ,
organization and staff to make the positive thinking about restructure business

Data collection
- Doing the discusttion to get the information with staff , manager, supervisor and
manager rental about all of the issue. For example , the attitude of employee about the
restructure.

Analyze the result

 - Analyze data from data which are get on the first step. Doing the presentation and
show the information to each department. For example , the data of employee must be
communicate to manager and CEO.

Meeting conduct
- Conduct the meeting between Employee and Manager, Employee with supervisor and
Employee with Hr department. Get them to be clam with the issue. Get the information
on each other and have them to understand each other. Emotional intelligent can use in
this stage

Communication Strategies used

- Choose communication style to promote company policy and acknowledge about the
restructure plan. The communication method is used both face to face and online
communication
Face to face: used for discuss about the issue between each parties
Online communication is used for sent the information about the issue to CEO.

Try to keep communication open. Allow both parties to express their viewpoint, but also
share your perspective. Attempt to facilitate the meeting and help them pinpoint the
real issue causing conflict.

Build trust with colleague through assuming a calm professional + emotionally

receptive attitude + demeanour
The trustworthiness will help determine a success in a job and career, in relationships
with co-workers.
To build a trust is a long process between people at workplace. And trust is absolutely
necessary in order to establish not only your reputation, but also a strong network of
people who will help us throughout our career. People are relying on each other in a
workplace.
We should avoid office gossip. Gossip is a negative attitude in the office. Gossip does not
even build trust with people you are gossiping with because they are going to fear you
will do the same thing with them. If you have an issue with a colleague, you should try
to resolve the problem with the person in private before the problem is bigger.
If you trust someone, they will trust you back. Give your co-workers all they need from
you, then trust them to accomplish. This is a way to build trust with colleague. This goes
doubly if you are a manager. Many managers have committed this error, and that can
be a huge blow to building trust.
Your body language can help you build trust with co-workers, such as making eye
contact and shaking your head to show your interest can help build trust. Create a
welcoming atmosphere for others so they don’t hesitate to approach you. Being open to
your colleague will help to create a friendly atmosphere in communication. They will not
hesitate to share information, ideas or comments with you. From there, trust will be
built.

Adjust your personal communication style appropriately to meet the needs (both
emotional + technical) of your colleague
- Communication skills:
. Verbal communication: what we say and how we say it
. Non-verbal communication: voice (speed, volume,..), posture, gesture, facial
expression (good eye contact), in control, respectful of others (treating your
colleague as you would like them to treat you)
. Listening skills
- Emotion intelligence: being able to understand and manage your own and
other’s emotions, learn to manage your emotions well so a sense of calm and
stability can be maintained. This allows you to work better with your colleagues,
even in stressful work situations.
- Team working: being able to work with others in groups and teams, both formal
and informal. Working as a team means that you are a part of team that
everyone is working toward to achieve a common objective or goal. This also
means that you need patience and understand to learn and adapt to different
working habits, points of view and personalities of your team members.
- Negotiation, persuasion and influencing skills to find a mutually agreeable effect.
- Conflict resolution and mediation in a positive way.
- Problem solving and decision making
- Besides that, we can communication on the phone or through emails, text
messages. Through these forms, we often need time to reflect before answering
questions, consider your choice of words carefully when crafting your email
messages. We can avoid writing impulse emails if you are unhappy or angry.
Discuss relevant Grievance Policy + Procedures for resolving conflict in accordance
with organization/legislative requirements

Employees who are experiencing a work related conflict or have a complaint are
encouraged to resolve it through discussions with their supervisor whenever possible.
All requests for conflict resolution, complaints and appeals shall be fully investigated
and a reply will be given as quickly as possible. Penalty or retaliation against an
employee who initiates conflict resolution or makes a complaint, or participates in a
problem resolution investigation will not be tolerated and will be subject to disciplinary
action
Employees who experience a work related conflict or who have a complaint should first
attempt to discuss the matter with their supervisor. In some situations this may be
difficult or inappropriate. In these cases, the employee may request a meeting with the
next level of management or a Human Resources representative to discuss the problem.
Employees who have a complaint or require management intervention in relation to a
work related conflict and wish to initiate the formal problem resolution process must
prepare written documentation, with supporting details, of the conflict situation or
complaint and submit it to be supervisor.

The supervisor will investigate the merits of the conflict resolution request or complaint.
The supervisor will consult with a Human Resources representative and other relevant
individuals, if necessary. If the employee agrees with the recommended plan of action,
the supervisor will send a copy of the signed reply to Human Resources for inclusion in
the employee’s personnel file.

If the conflict or complaint has not been resolved to the employee’s satisfaction, the
supervisor will forward the complete file, including the conflict resolution request or
complaint, documentation of relevant factual information, analysis of the information,
the conclusion, and the recommended resolution, to the next level of management.

If the complaint has not been resolved, the employee can request the complaint be
investigated by the most senior executive. The decision and recommendations made by
the most senior executive will be final.

Discuss strategies for identifying root causes of conflict and for resolving the conflict
1. Don’t wait
Trying to avoid conflict, hoping it resolves itself. However, conflict rarely
disappears. Instead, one side will take the brunt of the conflict while the other
are happy. Don’t sit on it, address it immediately.

2. Navigate conflict fairly

Have both sides clear away their grievances in a private conservation. Bring them
together with the other person who can be objective mediators to analyse and
help them clear away their grievances. Don’t permit behaviour or words that
make hurt the others.
3. To resolve conflict at workplace, we should put ourselves in the position,
perspective of others to think, to act
4. When conflict are happening, try to avoid from looking at the opposing person as
an enemy, instead, see them as friend, family.. This makes to reduce the
problems of conflict.
 Group Role - play ----SCRIPT----
HR manager: Hello ,How are you today?
Rental manager: I’m good, thank you. Yourself?
HR manager: Very good, thanks! First of all I would like to ask you some questions. How
are you going to conduct the meeting with your employee?
Rental manager: Well, I will ask him open questions.
HR manager: What do you mean by open questions?
Rental Manager: I will ask him for his opinion and some suggestions, if he has any.
HR manager: And how are you going to promote trust in your team?
Rental Manager: My behavior will be honest, fair consistent, loyal, reliable, sincere and
truthful.
HR manager: Ok, I understand. Demonstrate how you show body language when you
are going to have a meeting with him.
Rental manager: I’m going to look at him while he talks, keep eye contact, smile, speak
slow and clear, use a moderate and low tone of voice.
HR manager: Ok, thank you. As you know we have made an appointment to discuss
about some concerns that one of your employee has. Can you tell me more about that?
Rental manager: He has concerns about the plan to restructure the business.
HR manager: Oh I’m sorry to hear that! As a consequence of that what do you think how
the employee feels?
Rental manager: He’s very upset because he is feeling that he will lose his job as a result
of the restructure.
HR manager: Apart of that does the employee has any other concerns?
Rental Manager: He also thinks he won’t be given the opportunity to retrain.
HR manger: Do you think that you have enough ability to handle the situation?
Rental manager: No, I have no idea how to handle it as I’m very new and I haven’t been
provided with the retraining. Actually, he would like to formally complaint about it.
HR manager: So basically the employee is scared too lose his job and afraid that he
won’t be given the opportunity to retrain, and as I understood he also doesn’t
understand how the salary is made. To make you the situation a little bit clearer I’ll
explain you the grievance and antidiscrimination policies of our company, and code of
ethics.
Let’s first talk about the grievance policy and its procedure.
JKL Industries supports the right of every employee to lodge a grievance with their
manager if they believe a decision, behavior or action affecting their employment is
unfair. An employee may raise a grievance about any performance improvement action
taken against them.
Management and employees of JKL Industries should follow the principle that disputes
should be addressed at the lowest possible level and should not be escalated either
within JKL or to outside bodies until all reasonable avenues for resolution have been
explored.
Relevant legislation may include, but is not limited to: Privacy Act 1998 and anti-
discrimination legislation. The grievance procedure sets out a process whereby disputes
are kept at the lowest level. Employees should their grievance first to their immediate
supervisor, which the employee has done.
The next policy that I would like to explain you is the Anti-discrimination policy.
The purpose of this policy is to underscore the organization’s commitment to the fair
treatment of all personnel and customers. At JKL Industries, anyone engaged in
employment or the provision or receipt of training and/or services has the right to
operate in an environment that is free from discrimination.
Ok, now would like to read the code of ethics for me, please?
Rental manager: Yeah, sure. Employees and officers of JKL Industries are expected to:
 respect and support the core values of the organization:
o performance excellence
o value for investors, customers and employees
o personal and professional development
o diversity
o sustainability
 respect and treat others (colleagues, managers, reports, clients, customers and
organizational stakeholders) with fairness
 act in accordance with relevant legislation, standards and industry codes of
practice
 act honestly to protect the reputation of JKL Industries; avoid the fact or
appearance of conflict of interest
 protect the privacy of others in accordance with organizational privacy and
recordkeeping policies.
HR manager: Now that we have explained these policies and procedures do you feel
that you understand them?
Rental manager: Yes, I definitely do.
HR manager: I would also like to explain you the Fair Work Act which is the
discrimination on the basis of race, color, sex, sexual orientation, age, physical or mental
disability, marital status, family or career responsibilities. And the antidiscrimination
legislation which is the right of people to be treated equally.
Do you have any additional questions?
Rental manager: No, It’s all clear thank you.
HR manager: Finally we can find a solution to the employees concerns. I have to say that
the employee it’s not going to lose his job because I’ll provide him with a training so he
can get use to the new workplace. The employee is paid to the terms of the relevant
modern award (MA000089 Vehicle Manufacturing, Repair, Services and Retail Award
2010), he will be able to negotiate possibly much better pay and conditions in upcoming
enterprise bargaining.
That would be all for today. Now that we have had this meeting you can talk with your
employee and explain him what we have discussed.
Rental manager: Thank you so much. I will definitely do so. Bye, bye!
HR manager: Good bye!