PresidentZebraPerson358
-I need help with role play or observation where you are working…
-I need help with role play or observation where you are working in a team from Post and Parcel Pickup.
Scenario 1
Lately there have been some workplace issues in the local branch of Post and Parcel Pickup. The management team have asked you to work together with others to assess the team and focus on inclusive work practices to achieve work outcomes.
The issues are:
Issue 1: A few customers have provided negative feedback in
relation to Justin’s work
performance. They have said that that even though Justin is very positive and polite, he is very
slow, causing them delays They say he likes to show them how they could do things quicker
themselves by using the online app, but the older customers prefer the face-to-face interaction.
Issue 2: Carol has requested days off to attend Christian functions and services throughout the
year according to her religion. When Aida asked if she could also get days off, Carol told her that
because she had immigrated to Australia, she didn’t have the same religious rights in the
workplace.
Issue 3. In a recent online staff feedback survey, Brian said he doesn’t feel that he is treated
equally as part of the work team. He thinks his colleagues don’t really know him and, because
he is mainly in the parcel sorting and pickup area, he can feel isolated. He believes management
should do something to encourage better workplace relationships between the two areas of
customer service and parcel pickup.
Issue 4. Bernard insists on using paper systems rather than the new digital systems recently
implemented. This is causing issues for the customer service staff when customers enquire
about the status of their parcel. When approached by younger staff members he is often
dismissive and unfriendly.
Resources
planning template
development plan
Steps:
Post and Parcel Workplace policies
BSBTWK301 Human Rights and Diversity Articles folder
This folder contains Australia Human Rights articles on anti-discrimination, age, and
race, and articles on how to have an inclusive workplace
Verbal questioning
How do you adjust your language in interactions with a diverse group of people?
How do you ensure you comply with workplace inclusivity policies?
-I need help with role play or observation when presenting ideas to your Post and Parcel Pickup supervisor
Scenario 2
Your branch has received a complaint from a customer who tried to collect a parcel. She said she had waited in the queue for more than 10 minutes. When she got to the counter, she was asked to scan a QR code. This code informs the Parcel Pickup department to have the parcel ready.
The customer said she had not been told about this step and that she had no idea what a QR code was.
The customer service officer tried to show her what a QR code was and how to use it. This annoyed the customer further. She said she was not interested in technology, didn’t know how to use it, and just wanted ‘old fashioned service”.
The customer service officer offered to call through to the parcel pickup area to retrieve the parcel for the customer. They asked the lady’s name, but they could not understand her because she had a heavy accent. They then asked her to spell it twice.
When they did call through to Parcel Pickup, they mispronounced the name, laughed, and said that “the lady spoke funny”, but they would recognise her because she was old.
When the customer service officer got off the phone, she told the lady that it would be about 15 minutes wait. Another staff member offered to assist but was told that the customer probably wouldn’t understand her accent either. The customer, now extremely unhappy, started to complain to the customer service officer about the “silly processes that don’t work”. They argued back, telling the lady it was her fault for not following the correct process and she should “get with the times”.
Your supervisor has asked team members to review the situation and present their ideas on how to improve inclusive work practices around conflict situations.
Resources:
BSBTWK301 Workplace policies
BSBTWK301 Human Rights and Diversity Articles folder
This folder contains Australia Human Rights articles on anti-discrimination, age, race, and
articles on how to have an inclusive workplace
Steps:
Conduct a review. Review the situation in the scenario above to better understand how to use inclusive work practices. You will be working toward identifying improvement opportunities for the workplace. To assist in developing your ideas, use the BSBTWK301 Human Rights and Diversity folder in the Required Assessment Resources folder. Work through the Situation Review template in the Assessment Templates and identify:
Differences that could have contributed to the conflict
Current workplace policies or legislation that apply to the situation
How the situation could have been handed better
What skills and knowledge would have assisted
Any gaps in inclusive workplace practices
Opportunities for improvement in inclusive work practices. Identify at least
three (3).
Present your ideas and seek feedback
Seek feedback on your ideas for improvement from your supervisor.
record your ideas in the Presentation Ideas and Feedback template
You will also be observed when presenting ideas to your Post and Parcel Pickup supervisor
you will present ideas on how to improve inclusive work practices when dealing with customers in a conflict situation.
Verbal questioning is part of this observation
Verbal questioning
What ideas could be added to the inclusion policy to help staff when talking with a customer who feels they have been discriminated against?
