BSBHRM510 MANAGE MEDIATION PROCESSES
ASSESSMENT MANUAL
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ASSESSMENT OVERVIEW
About this Assessment Manual
This Assessment Manual provides you with assessment information and the assessment
tasks you will be required to complete for this unit.
Why are assessment tasks important?
The assessment tasks are an important part of your course as they provide: an opportunity
for you to apply what you have learned; and feedback on your progress.
How will you be assessed?
You are required to complete all of the below assessment tasks satisfactorily to
demonstrate competency in this unit. Your trainer and assessor will provide you with a due
date for each assessment task during the first class of the unit. Write the due dates down in
the space provided. You will also find information on due dates once you login to the elearning platform.
Assessment Plan
| Assessment Number | Method of Assessment | Due Date |
| Assessment Task 1 | Short answer questions | |
| Assessment Task 2 | Portfolio and Roleplay | |
| Assessment Task 3 | Portfolio and Roleplay |
What is required for successful completion?
To be assessed as ‘Competent’ for this unit, you must complete all of the above
assessment tasks satisfactorily.
Assessment Tasks
The information provided under each assessment task gives the assessor and the student:
• Instructions to outline the purpose of the assessment task and conditions to
consider when conducting the task (e.g. resources, place, submission requirements
and timeframes).
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• Assessment context/scenario information.
• Activities/questions to be completed by the student.
• An outline of the evidence to be submitted by the student – Evidence Submission
Checklist.
How to submit assessments
You must type your responses using MS Office Suite programs (or similar). Your trainer
and assessor will also accept handwritten responses if they are legible. In some cases, an
assessment task will require you to complete a template or a form and these can also be
completed by hand.
Please note that some assessment tasks require you to submit completed forms and/or
templates. You will find these forms and templates in a sperate document named
‘Appendices and templates’.
In some role-play scenarios, you may be required to work in a small group. If this is the
case, you will still be required to submit your assessment evidence individually, and your
performance will still be assessed on an individual basis.
You must submit your assessment work via e-learning platform by the due date.
Assessment Submission Declaration
Before submitting your assessment work to your trainer and assessor for marking, you
must accept the following assessment submission declaration.
I declare that the evidence provided for this task is my own work; none of this work
has been completed by other person; I have not cheated or plagiarised the work or
colluded with any other student(s); I have corrected by referenced all resources and
reference texts where applicable; I understand that if I am found in breach of the
Academic Misconduct Policy, disciplinary action may be taken against me; and I
understand my assessment appeal rights.
The above declaration is an agreement from you declaring that all the evidence you are
submitting is your own work.
If you submit your work electronically using VIA’s e-Learning platform, then accept the
assessment submission declaration for each task before finalising the submission.
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If you submit paper copies of your work, then complete the Assessment Cover Sheet for
each assessment task before handing in the completed work to your trainer and assessor.
Please keep the ‘Assessment Submission Receipt’ section with you as a proof of
submission.
Assessment Task and Unit Outcomes
Once your work is marked, you will receive either ‘Satisfactory’ or ‘Not Satisfactory’ result
for each assessment task.
If you receive ‘Satisfactory’ result for all assessment tasks, then you will receive
‘Competent’ result for this unit.
If you receive a ‘Not Satisfactory’ result for any of the tasks or missed any of the tasks, then
you will receive a ‘Not Competent’ result for this unit.
Plagiarism and Referencing
You must provide your responses in your own words. You can refer to the Learner Guide or
other sources, but you are not allowed to copy sentences and/or paragraphs directly from
these sources. If your responses are found to have been copied directly from the learner
guide or other sources, your result will be ‘Not Satisfactory’.
You will still need to provide references of sources you relied upon to prepare your
assessment work. Please refer to the Student Handbook (available on the VIA website).
You must also ensure that your assessment work must be current and relevant to the given
task and case study scenario.
Students who are found to be engaged in academic misconduct involving plagiarism,
cheating, and/or collusion will be dealt as per the VIA Education’s Academic Misconduct
Policy. More details on this policy can be found in the Student Handbook available on the
VIA website.
Re-assessments
If you receive ‘Not Competent’ (NC) result for this unit, you will be given reattempt
opportunity. You will have two reattempt opportunities of any assessment task during the
duration of your course. Please note that each reattempt will be subject to a re-assessment
fee. Please refer to the Student Handbook (available on the VIA website) to know more
about the reassessment process.
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What can you do if you do not agree with the assessment outcomes
(results)?
If you disagree with the assessment outcome or if you believe that you have been treated
unfairly, you can appeal the decision using VIA Education’s Complaints and Appeals policy
(refer to the Complaints and Appeals Policy in the Student Handbook available on the VIA
website).
The first step is to discuss the matter with your trainer and assessor. If you are still not
happy with the outcome, you can request for a review of your assessment by lodging a
formal appeal.
Retaining copies of the submitted assessments
Please make sure you keep a copy of all work submitted.
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ASSESSMENT TASK ONE
Short answer questions
Instructions
• The purpose of this task is to assess your knowledge relating to managing
mediation processes.
• You must answer all five (5) questions. Where applicable, a guide to the length of
your response for each question is provided next to each question.
• You must complete this task by the due date set by your trainer and assessor.
• You will need access to the following resources to complete this task:
o Learner Guide and class notes
o Computer with MS Office Suite (or similar) and internet access.
• You must provide your responses in your own words. You can refer to the Learner
Guide or other sources, but you are not allowed to copy sentences and/or
paragraphs directly from these sources. If your responses are found to have been
copied directly from the learner guide or other sources, your result for this task will
be Not Satisfactory.
• You will complete this task at home in your own time.
• You must submit evidence as per the ‘Evidence Submission Checklist’ by the due
date.
Questions
1. Describe the following three (3) mediation models (in 80 to 100 words each)
a. Facilitative mediation
b. Evaluative mediation
c. Transformative mediation
2. Explain at least three (3) core components of mediation training that is provided
to personnel
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3. Describe the following dispute resolution processes used by organisations (in 30
to 50 words each)
a. Facilitation
b. Mediation
c. Conciliation
d. Arbitration
e. Litigation
4. Describe at least three (3) interviewing techniques that could be used in
mediations.
5. Describe at least five (5) benefits of having a mediation process in the
workplace
Evidence Submission Checklist
| Evidence to be submitted | Have I completed this? |
| Answers to all questions | |
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ASSESSMENT TASK TWO
Portfolio & Roleplay
Instructions
• The purpose of this assessment task is to assess your skills and knowledge relating
to developing mediation guidelines
• You must complete this task by the due date set by your trainer and assessor.
• You will need access to the following resources to complete this task:
o Alpha Design Corporation Case Study Scenario Information
o Appendices and templates provided by your assessor
o Business technology and office equipment including computer with MS Office
Suite (or similar) and internet access
o Space/technology to conduct meetings/presentations
• You must provide your responses in your own words. You can refer to the Learner
Guide, case study scenario or other sources when preparing evidence, but you are
not allowed to copy sentences and/or paragraphs directly from these sources. If
your responses are found to have been copied directly from learner guide, case
study scenario or other sources, your result for this task will be Not Satisfactory.
• You will complete the research and documentation type of activities at home in your
own time and the practical type (role-plays and presentations) activities in simulated
assessment environment under the assessor’s supervision.
• After completing the activities, you must submit evidence as per the ‘Evidence
Submission Checklist’ by the due date. For observation type activities, your
assessor records your performance using a checklist, so you do not need to submit
anything unless the activity asks you specifically.
Scenario
You are the HR Manager at Alpha Design Corporation and are required to develop
mediation guidelines to facilitate effective dispute resolution mechanism within the
company.
Carefully read the Alpha Design Corporation Case Study (Appendix 1) and then complete
the activities below.
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Activities
1. Prepare HR briefing report
Review the Alpha Design Corporation Case Study (Appendix 1) and prepare HR
Briefing Report (using Appendix 2) on the current HR situation in the company and
your proposal to have clear mediation guidelines.
Your report must include:
• Identified issues with the current dispute resolution process
• Identified improvements to the dispute resolution process
• Draft guidelines for mediation process covering
o Legal requirements (privacy, confidentiality, discrimination, Fair Work
etc)
o Code of conduct for internal mediators
o The process of mediation including guidelines on time limits on
process, locations used, duration of sessions etc
o Recording and reporting requirements (templates used)
o Training requirements e.g. the training of mediators and/or HR staff.
• Best practice models and systems used to develop mediation guidelines
2. Meet with the key stakeholders to obtain endorsement of mediation
guidelines
| Role play Scenario This meeting is with the key stakeholders including senior managers and CEO. The aim of this meeting is to present the report to them and get their input into determining the requirements for mediation and seeking endorsement of the proposed mediation guidelines. Roleplay conditions Your assessor and two other classmates from your class play the roles of key stakeholders. Ensure to have your report ready before the meeting. During the meeting: • Explain the current situation at the company |
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| • Discuss the draft mediation guidelines and processes • Seek feedback from the stakeholders • Use appropriate terminology and non-verbal features when presenting information • Use open questioning and active listening when seeking feedback This meeting should take no more than 20 minutes |
3. Finalise mediation guidelines
Finalise mediation guidelines by creating a separate document called ‘Alpha Design
Corporation Mediation Guidelines’. This document should have the mediation
guidelines for Activity 1 and any feedback you’ve received during the stakeholder
meeting.
4. Train managers on mediation guidelines
| Roleplay scenario The aim of this training session is to train managers in mediation guidelines and procedures Roleplay conditions Your assessor and two other classmate from your class play the roles of managers receiving the training. Ensure to have your mediation guidelines ready before the training session. During the training session: • Circulate the mediation guidelines • Explain the purpose of mediation guidelines • Explain the process to be used when conducting mediations • Use appropriate terminology and non-verbal features when presenting information • Use open questioning and active listening when seeking feedback on the information presented This session should take no more than 15 minutes. |
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Evidence Submission Checklist
| Evidence to be submitted | Have I completed this? |
| HR Briefing Report | |
| Final Mediation Guidelines | |
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ASSESSMENT TASK THREE
Portfolio & Roleplay
Instructions
• The purpose of this assessment task is to assess your skills and knowledge in
preparing for mediation to settle disputes and to review mediation process.
• You must complete this task by the due date set by your trainer and assessor.
• You will need access to the following resources to complete this task:
o Alpha Design Corporation Case Study Scenario Information
o Appendices and templates provided by your assessor
o Business technology and office equipment including computer with MS Office
Suite (or similar) and internet access
o Space/technology for meetings/presentations
• You must provide your responses in your own words. You can refer to the Learner
Guide, case study scenario or other sources when preparing evidence, but you are
not allowed to copy sentences and/or paragraphs directly from these sources. If
your responses are found to have been copied directly from learner guide, case
study scenario or other sources, your result for this task will be Not Satisfactory.
• You will complete the research and documentation type of activities at home in your
own time and the practical type (role-plays and presentations) activities in a
simulated assessment environment under the assessor’s supervision.
• After completing the activities, you must submit evidence as per the ‘Evidence
Submission Checklist’ by the due date. For observation type activities, your
assessor records your performance using a checklist, so you do not need to submit
anything unless the activity asks you specifically.
Scenario
Aman and Sarah who work in the design department had been in dispute for almost six
weeks. Their arguments were a regular feature in the office and their relationships is
damaging the team relations and ultimately effecting the productivity. Their conflict was
becoming a major source of anxiety and stress for everyone in the office.
One day Aman appeared in the office looking upset and angry. She and Sarah had just met
in the corridor and engaged in a strongly worded argument. Aman felt that Sarah had
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overstepped the mark when she made racist comments. Sarah on the other hand felt
deeply upset by Aman’s sarcastic attitude. Sarah approached her manager Peter to raise
her grievance. After listening to Sarah, Peter decided that the time had come to settle the
dispute once and for all. That afternoon Peter met Aman and Sarah separately and
mentioned to both that he was not confident to resolve their issues, so he asked both to
see HR Manager.
Activities
1. Meet with staff members individually to commence mediation process
| Roleplay scenario Peter, the manager of both Aman and Sarah, has asked them to see you (the HR Manager) to settle their dispute. You have previously trained Peter on dispute resolution and mediation guidelines, but he was not confident to resolve this issue by himself. You are planning to meet with both Aman and Sarah to settle their dispute through mediation. Roleplay Conditions Your assessor will play the roles of both Aman and Sarah and you will play the role of mediator. Have the mediation guidelines you’ve developed in Assessment Task 2 handy as you will be using these guidelines during the mediation session. Also, have the Mediation Brief (Appendix 3) prefilled with information on parties. This form will be used during the meeting to get both agree to confidentiality agreement. During the sessions, you are required to: • Give both staff members a chance to outline their perspectives on the conflict. • Explain to both that your role is to listen to both sides and that it was not for the mediator to determine a solution but to facilitate a discussion. • Explain to both that you are not there to judge who is right or wrong but to help them explore their differences and try to agree on a solution with which they both can be satisfied. • Explain the mediation process as per the guidelines. • Obtain confidentiality agreement and willingness to participate in the mediation process Both must accept the ‘Confidentiality Agreement’ part of the Mediation Brief (Appendix 3). • Determine boundaries and expectations from both parties so that best outcome could be reached |
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| • Use appropriate terminology and non-verbal features when mediating and presenting information • Use open questioning and active listening when seeking feedback Each session should take no more than 15 minutes |
2. Meet with both parties together to continue the mediation
| Roleplay Scenario Both Aman and Sarah agreed to meet together to resolve their issue. You have arranged a meeting in the office meeting room and invited both. Roleplay Conditions Your assessor will play the role of Aman and one other student from your class play the role of Sarah and you will play the role of mediator. Have the mediation guidelines you’ve developed in Assessment Task 2 handy as you will be using these guidelines during the mediation session. In activity 1, you’ve completed Mediation Brief (Appendix 3) partially and gained confidentiality agreement from both. Have this document ready when having the meeting as you will completing this during the meeting. During the sessions you are required to: • Set the mediation ground rules as per the mediation guidelines • Give both staff members a chance to outline their perspectives on the conflict • Explain to both that your role is to listen to both sides and that it was not for the mediator to determine a solution but to facilitate a discussion. • Explain to both that you are not there to judge who is right or wrong but to help them explore their differences and try to agree on a solution with which they both can be satisfied • Use a range of communication techniques to mediate such as open communication, respectful acknowledgements, comforting both parties, careful listening and verification of what’s been heard. • Calm the parties if discussion gets heated • Encourage both parties to discuss all of their concerns • Record the outcomes and agreements in ‘Mediation Agreement and Outcomes’ section of the Mediation Brief (Appendix 3) • Use appropriate terminology and non-verbal features when mediating and presenting information |
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| • Use open questioning and active listening when seeking feedback Each session should take no more than 20 minutes |
3. Complete mediation brief
Use the Mediation Brief (Appendix 3) to document the details of mediation and
agreements as per the guidelines.
4. Amend the mediation guidelines
During the mediation process, both Aman and Sarah mentioned that they felt bit
intimidated having the meeting conducted within the office meeting room and
suggested somewhere outside venue would have made them comfortable to talk.
Taking this suggestion on board, amend the mediation guidelines you’ve developed in
Assessment Task 2 to ensure mediator or parties to the dispute can request outside
venue for mediation meetings to occur.
5. Write email to the manager regarding professional development
Aman and Sarah also indicated that their issue should have been resolved by their
manager, Peter as they both respect his way of dealing with staff. This meant that Peter
should have facilitated the mediation from his end. You’ve decided that Peter should be
given professional development opportunities to enhance his skills in dispute resolution.
Write an email to Peter to request him to participate in a professional development
activity that you have chosen to ensure he maintains currency with mediation skills.
Evidence Submission Checklist
| Evidence to be submitted | Have I completed this? |
| Completed Mediation Brief | |
| Amended Mediation Guidelines | |
| Email to Peter | |
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