B S B L D R 5 2 3
L e a d a n d m a n a g e e ff e c t i v e w o r k p l a c e
r e l a t i o n s h i p s
BSBLDR523 Lead and manage effective
workplace relationships
MID CITY COLLEGE
Topic 1: Characteristics of effective workplace
relationships
2
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
ACTIVITY: REFLECT
Reflect on your own study and work experience.
• Can you think of a specific situation where your relationship with a peer, employee,
colleague or superior has been particularly positive (or negative)?
• How did the quality of your relationship affect your work or studies?
3
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Characteristics of effective workplace
relationships
Topic 1: Insert topic title
Topic 1: Characteristics of effective workplace
relationships
Workplace leaders and managers are responsible to establish effective
processes to facilitate positive, collaborative and synergic relationships
within their team, work unit or organisation.
4
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
ACTIVITY: BRAINSTORM
In a group, brainstorm what an effective workplace relationship looks like.
Your trainer will facilitate a group discussion to summarise your ideas. Take notes and
keep them for future reference.
5
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Characteristics of effective workplace
relationships
Topic 1: Insert topic title
Topic 1: Characteristics of effective workplace
relationships
COMMUNICATION
Communication is key to personal and workplace success – no
relationship can prosper without it. It ensures a human connection and
strengthens teams.
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
ACTIVITY: WATCH
Watch the following video that introduces communication.
Video: https://www.youtube.com/watch?v=I6IAhXM-vps (01:37)
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Characteristics of effective workplace
relationships
Topic 1: Insert topic title
Topic 1: Characteristics of effective workplace
relationships
THE COMMUNICATION PROCESS
1. A sender encodes and then sends a message using a specific channel
of communication.
2. The receiver then receives the message and must be able to decode
it.
3. Sometimes a receiver will give the sender feedback, which is a
message sent by the receiver back to the sender.
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
ACTIVITY: RESEARCH AND DISCUSS
Research ways that communication may take place verbally in the workplace. Include:
• a list of verbal communication methods (e.g. face-to-face discussion, email etc.)
• examples in the workplace where each method is appropriate (e.g. performance
review discussion)
Once you’ve completed your list, partner up with another student to compare what
you’ve written.
9
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Characteristics of effective workplace
relationships
Topic 1: Insert topic title
Topic 1: Characteristics of effective workplace
relationships
THE COMMUNICATION PROCESS
While verbal communication is the most obvious type of communication, a
large part of the way we communicate occurs through non-verbal cues in
conversations.
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Insert topic title
Topic 1: Characteristics of effective workplace
relationships
EFFECTIVE COMMUNICATION SKILLS
Whether you’re communicating verbally, non-verbally or using both, make
sure you do it effectively.
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
ACTIVITY: READ
Explore the Business Queensland website by accessing and reading the information
on the following link:
Website: https://www.business.qld.gov.au/running-business/marketing-sales/managingrelationships/communicating-effectively
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Characteristics of effective workplace
relationships
ACTIVITY: WATCH
Watch the following video showing examples of ineffective communication:
Video: https://www.youtube.com/watch?v=3FfaPhCKZew (02:31)
As you watch the video, reflect on what has gone wrong.
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Characteristics of effective workplace
relationships
ACTIVITY: FURTHER INFORMATION
If you’re interested, watch the video below for more practical ways to communicate
effectively.
Video: https://www.youtube.com/watch?v=Gaj3Xl9vasc (35:14)
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Characteristics of effective workplace
relationships
Topic 1: Insert topic title
Topic 1: Characteristics of effective workplace
relationships
DIVERSITY
• At work (or in your studies), you will constantly be reminded of the fact
that no two people are alike.
• Always consider the diverse needs and situations of the people you’re
working with.
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
ACTIVITY: REFLECT
How would you describe yourself? What type of personality do you have?
16
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Characteristics of effective workplace
relationships
Topic 1: Insert topic title
Topic 1: Characteristics of effective workplace
relationships
DIVERSITY
Valuing difference allows each person to contribute their unique
experiences to the workplace and can impact positively on not only
internal activities and relationships, but the experiences of customers and
other stakeholders as well.
17
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
ACTIVITY: WATCH
Watch this brief video about diversity in the workplace.
Video: https://www.youtube.com/watch?v=VwKOHv6dJD4 (04:49)
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Characteristics of effective workplace
relationships
Topic 1: Insert topic title
Topic 1: Characteristics of effective workplace
relationships
INTERPERSONAL STYLES
An awareness of your own interpersonal style and the interpersonal style
of people you work with (or study with) is important in determining how
you can best work together.
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
ACTIVITY: RESEARCH AND DISCUSS
Work together in small groups. Choose one of the articles (each article uses a different
way to describe interpersonal styles) and undertake the tasks provided.
20
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Characteristics of effective workplace
relationships
ACTIVITY: READ
Read the article explaining different communication styles:
Article: https://www.leadershipiq.com/blogs/leadershipiq/39841409-quiz-whats-yourcommunication-style
Take notes and keep them for future reference.
21
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Characteristics of effective workplace
relationships
ACTIVITY: DISCUSS
As a group, discuss:
• the article you’ve just read.
• examples of how you can adjust your communication style to suit different
audiences.
• how a specific communication style can build trust and support positive working
relationships.
22
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Characteristics of effective workplace
relationships
ACTIVITY: PRACTICAL
What is your leadership style? Access the quiz via the link below to find out:
Website: https://www.mindtools.com/pages/article/leadership-style-quiz.htm
Take notes and keep them for future reference.
23
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Characteristics of effective workplace
relationships
Topic 1: Insert topic title
Topic 1: Characteristics of effective workplace
relationships
CULTURAL CONSIDERATIONS
• In your day-to-day work and studies, there will be people you interact
with who come from diverse cultural and linguistic backgrounds.
• All employees need to show a genuine sense of fairness and goodwill
to everyone, no matter what their race, religion, social status, or other
characteristics are.
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
ACTIVITY: WATCH
Watch the following video about cultural display of emotions.
Video: https://www.youtube.com/watch?v=RwDDb_h2i0A (02:16)
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Characteristics of effective workplace
relationships
ACTIVITY: BRAINSTORM
As a group, brainstorm a few more examples of cultural sensitivities in the workplace.
Take notes and keep them for future reference.
26
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Characteristics of effective workplace
relationships
Topic 1: Insert topic title
Topic 1: Characteristics of effective workplace
relationships
SOCIAL CONSIDERATIONS
Sometimes the differences that must be taken into account extend to the
values, beliefs and world views adopted by individuals in the workplace.
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
ACTIVITY: PRACTICAL
Spend time learning about your work colleagues or study group’s cultural backgrounds,
world views, values and beliefs.
28
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Characteristics of effective workplace
relationships
ACTIVITY: WATCH
Watch the following videos which highlight small prejudices in the workplace.
Video: https://www.youtube.com/watch?v=PqLFIOx-33Q (01:34)
Video: https://www.youtube.com/watch?v=cj9sdNXjcW4 (02:11)
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Characteristics of effective workplace
relationships
ACTIVITY: DISCUSS
As a group, discuss examples of any other prejudices or cultural/social insensitivities
that may present in the workplace.
Take notes and keep them for future reference.
30
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Characteristics of effective workplace
relationships
Topic 1: Insert topic title
Topic 1: Characteristics of effective workplace
relationships
MINDFULNESS AND MUTUAL RESPECT
Good leaders and managers consider how different perspectives,
situations and contexts affect meaning and messaging in the workplace.
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
ACTIVITY: REFLECT
“People imitate their leader. Lead by example.” (Barbara Corcoran).
How does this quote relate to communication, diversity, mindfulness, mutual respect
and trust (all characteristics of positive relationships in the workplace)?
32
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Characteristics of effective workplace
relationships
ACTIVITY: PRACTICAL
Consider the scenario then undertake the tasks provided.
33
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Characteristics of effective workplace
relationships
Topic 2: Managing workplace relationships
34
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 2: Managing workplace relationships Topic 1: Insert topic title
This topic focuses on managing working place relationships. It explores
how effective workplace relationships can be established and managed to
ensure the ongoing success of individuals, teams and whole
organisations.
35
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 1: Insert topic title
NETWORKING
• A network is essentially a group of people who cooperate with each
other.
• Networking is about interacting with professional contacts to exchange
information.
36
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 2: Managing workplace relationships
ACTIVITY: WATCH
The following clip provides some tips to why business networking is beneficial.
Video: https://www.youtube.com/watch?v=CFjp7Q5WAro (03:03)
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 2: Managing workplace relationships
ACTIVITY: DISCUSS
As a group, discuss the concept of e-networking – using social networking in a
business sense.
Take notes and keep them for future reference.
38
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 2: Managing workplace relationships
ACTIVITY: PRACTICAL
1. Set up your own social media network.
2. Set up your own LinkedIn or professional networking site of your choice.
3. Write a brief report of your experience.
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 2: Managing workplace relationships
Topic 1: Insert topic title
CONSULTATION
• Consultation involves leaders in the company actively seeking and
taking account of the views of all staff before making a decision.
• When a decision is made then the rationale for the decision is
explained to the team.
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 2: Managing workplace relationships
ACTIVITY: BRAINSTORM
As a group, brainstorm situations where consultation may be necessary in a workplace
situation. Explain how the collaboration can be used to engage and motivate others.
41
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 2: Managing workplace relationships
ACTIVITY: REFLECT
Have you ever been asked for your opinion on certain workplace/study issues (e.g.
workload)?
How have you sought the views, opinion or experience of others in the workplace or
place of study?
How did you use the views/opinion or experience of others to inform your decision?
42
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 2: Managing workplace relationships
ACTIVITY: RESEARCH AND DISCUSS
Research different methods that can be used to develop consultation processes in an
organisation.
Write a brief summary report with a list of methods, and examples to illustrate
how/when the method is suitable.
43
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 2: Managing workplace relationships
Topic 1: Insert topic title
CONFLICT RESOLUTION
• It is not possible to have a workplace where the whole team meshes all
the time without any conflict.
• Differing roles, approaches, expectations, and personalities can all
cause conflict at various times.
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 2: Managing workplace relationships
ACTIVITY: DISCUSS
Before we continue, make sure everyone has the same understanding of what conflict
is.
As a group, define “conflict” as it occurs in the workplace.
Take notes and keep them for future reference.
45
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 2: Managing workplace relationships
ACTIVITY: REFLECT
Have you ever experienced conflict in your workplace or place of study?
How has trust influenced the outcome of the conflict?
46
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 2: Managing workplace relationships
ACTIVITY: BRAINSTORM
As a group, brainstorm practical examples of workplace conflict. Take notes and keep
them for future reference.
47
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 2: Managing workplace relationships
Topic 1: Insert topic title
CONFLICT RESOLUTION
Conflict is not necessarily a bad thing and
does not mean that the workplace
relationships are negative.
48
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 2: Managing workplace relationships
ACTIVITY: RESEARCH AND DISCUSS
Work in a small group to:
1. Research conflict resolution strategies.
2. Choose one strategy and summarise it.
3. Share your research with the bigger group (e.g. you may present the work, or
provide other students with a link to your research summary).
4. Your trainer will facilitate a group discussion to consolidate your findings.
49
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 2: Managing workplace relationships
ACTIVITY: WATCH
Watch the video below which summarises conflict resolution.
Video: https://www.youtube.com/watch?v=KY5TWVz5ZDU (03:33)
Take notes and keep them for future reference.
50
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 2: Managing workplace relationships
ACTIVITY: REFLECT
How do you usually react to conflict?
Can you improve your conflict resolution skills?
51
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 2: Managing workplace relationships
ACTIVITY: PRACTICAL
Work in pairs to practice conflict resolution using an appropriate conflict resolution
strategy.
Choose one example of workplace conflict (brainstormed previously in this section)
and role play the situation.
Conduct your conflict in front of another pair of students and ask for their feedback.
52
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 2: Managing workplace relationships
Topic 1: Insert topic title
MANAGING WORK
As a manager and part of ensuring effective workplace relationships, your
role will include providing information to your team to ensure they are able
to achieve their work responsibilities.
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 2: Managing workplace relationships
ACTIVITY: PRACTICAL
1. How are your responsibilities for tasks assigned (or delegated) to you and
confirmed?
2. In what ways do you collaborate to perform tasks?
3. How do you support others to perform their tasks?
4. What potential relationship issues may arise as tasks are performed?
5. How might the relationship issues be resolved?
6. What communication is required to resolve issues (before, during and after)?
54
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 2: Managing workplace relationships
Topic 3: Supporting workplace relationships
55
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 3: Supporting workplace relationships Topic 1: Insert topic title
• Leading and managing effective workplace relationships may be
daunting. However, there is support and guidance to help you along.
• This topic further explores the legislative and organisational support for
managing workplace relationships.
56
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
LEGISLATIVE AND REGULATORY REQUIREMENTS
ACTIVITY: RESEARCH AND DISCUSS
Work in small groups to research the legislation and regulatory requirements that
applies to your workplace and/or industry of interest and addresses workplace
relationships.
57
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 3: Supporting workplace relationships
Topic 1: Insert topic title
CODES OF PRACTICE AND INDUSTRY STANDARDS
• Leaders and managers need to ensure that the organisation’s ethical
values are understood and followed.
• Having clear direction on ethics to be followed is very important as it
reduces organisational risk and enhances performance.
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BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 3: Supporting workplace relationships
ACTIVITY: WATCH
Contrast the two parts of the following video. Identify the professional qualities that are
lacking in the first part. Then identify the positive professional values displayed in the
second part.
Funny Ethics Videos – Free Ethical Communication Video Clip | DuPont Sustainable
Solutions.
Video: https://www.youtube.com/watch?v=D3YFkecPShw (03:46)
Consider how you develop trust and confidence of colleagues in the workplace. What
professional conduct is required to maintain this confidence?
59
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 3: Supporting workplace relationships
ACTIVITY: RESEARCH AND DISCUSS
Use the table and your own research to further investigate the codes of practice and
industry standards that address workplace relationships relevant to your workplace or
field of interest.
Your trainer will facilitate a group discussion to summarise your findings. Take notes
and keep them for future reference.
60
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 3: Supporting workplace relationships
Topic 1: Insert topic title
ORGANISATIONAL POLICIES, PROCEDURES AND SYSTEMS
Organisational policies and procedures often reflect legislative and
regulatory requirements as well as the guidelines outlined in standards
and codes of practice.
61
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 3: Supporting workplace relationships
ACTIVITY: BRAINSTORM
As a group, brainstorm a few more examples of policies and procedures that may
address workplace relationships.
Your trainer will facilitate a group discussion to consolidate and summarise your notes.
62
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 3: Supporting workplace relationships
ACTIVITY: PRACTICAL
Review the following sample diversity policies and note down key inclusions:
Policy 1: https://education.nsw.gov.au/policy-library/policies/workforce-diversity-policy
Policy 2: https://www.commbank.com.au/content/dam/commbank/assets/about/
opportunity-initiatives/cba-spotlight-diversity-and-inclusion-fy18.pdf
63
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 3: Supporting workplace relationships
ACTIVITY: RESEARCH AND DISCUSS
Visit Fair Work Australia’s website and download a copy of the Best Practice Guide –
Effective Dispute Resolution:
https://www.fairwork.gov.au/how-we-will-help/templates-and-guides/best-practiceguides/effective-dispute-resolution
Find a conflict resolution policy for a relevant organisation and compare with the guide.
Do you think the organisation’s policy is appropriate and covers all issues?
Make notes on aspects of the policy where you recommend amendments. Keep this
policy to use for the role play activity.
64
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 3: Supporting workplace relationships
ACTIVITY: REFLECT
Which policies and procedures may include provision for support such as guidance,
counselling, mentoring, coaching etc to help staff resolve their work difficulties?
65
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 3: Supporting workplace relationships
ACTIVITY: DEVELOP
Read the article about workplace relationship troubles experienced in the health
industry and answer the questions keeping the article in mind.
66
BSBLDR523 Lead and manage effective workplace relationships
MID CITY COLLEGE
Topic 3: Supporting workplace relationships
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