BSBLDR403, BSBLDR402, BSBLDR401: Role play assessment
What you have to do
For this task you are required to produce and record two (2) audio recordings of meetings held between the Sales Team Supervisor (you) and two staff from the following role play scenario.
Both recordings should be of approximately 5 to 10 minutes in duration. You will need to make sure that you have access to a device like a SMART phone or a computer which has a microphone able to record your work. To complete the role play task it is advised to arrange assistance from a further person to participate in the recording to play Eddie and Lyn.
Additional assessment tips
To complete this task, read the role play, develop a script for each character and obtain a device to make an audio recording on.
You will be assessed on how effectively you provide verbal communication exchanges with Eddie and Lyn and in how you use active listening and questioning to elicit, clarify and convey information in relation to the specific issue highlighted within the Role Play Scenario.
The role play is looking at how you adjust your own interpersonal communication style to meet the team’s and individual’s social and work culture environment.
There is also an appendices containing background information that may assist you. MORE INSTRUCTIONS on how to upload an audio file are on the OLS under Technical help.
The role play scenario
As the Sales Team Supervisor, one of your team members Lyn confronts you and makes a complaint about another team member Eddie’s personal behaviour towards her. She recounts how he is putting her down by bragging about his own sales record which he insists is always better than her and that she is letting down the team with consistent below standard results.
Lyn’s sales are never the highest within the team and were under budget last month due to her mother being ill and her needing to take time away from work to help provide care for her mother. She explains how Eddie’s been insensitive towards her and has made her feel upset and depressed.
As the Sale Team Supervisor, you must now facilitate a meeting with Eddie to identify and outline Lyn’s concerns relating to his behaviour towards her and to clarify the companies Bullying and harassment policy (see attached) that Eddie needs to comply with when dealing with other staff members.
Once your meeting with Eddie is completed, you will then need to verbally communicate to Lyn the outcome of the meeting with Eddie and provide a verbal strategy that will support both individuals resolve and then move forward to address their own responsibilities and meet the team’s broader targeted sales performance.
LA019835 Role Play Assessment, Unit BSBLDR403/402/401, Ed 1 1
© New South Wales Technical and Further Education Commission, 2015 (TAFE NSW – WSI), Archive Version1, December 2015
I have:
• Used another individual in my role play
• Clearly labelled each audio file
• Saved a copy of each audio file
• Uploaded two recorded audio files based on the role play scenario to the OLS.
2 LA019835 Role Play Assessment, Unit BSBLDR403/402/401, Ed 1
© New South Wales Technical and Further Education Commission, 2015 (TAFE NSW – WSI), Archive Version1, December 2015
Case Study
BuySmart Pty Ltd
You work for a progressive and result focused online shopping business called “BuySmart Pty Ltd”.
The company works with many fashion retailers to offer their clothes and accessories at a significant discount via their discounted online fashion outlet. It is a very busy and at times hectic office.
The company’s core business is negotiating contracts to on-sell fashion goods from both manufacturers and retailers and to sell the stock at a heavily discounted price. Each Monday the company obtains up to 50 new product lines, and it is then the responsibility of your sales team to ensure that these new product lines are displayed and sold during the week.
The company copied an overseas business model and entered the Australian online retail market with no real competitors. To-date it has been highly successful, offering other businesses a way to sell their excess or unwanted stock to a new target market of customers. In the last six months two new competitors have emerged as direct threats to the business.
The company consists of a General Manager, Sales Manager, IT Manager, Marketing Manager, Accounts Manager, Warehouse Manager, Sales Executives, IT Officers, Accounts staff, and Warehouse staff. There are no administrative staff as the General Manager believes in everyone looking after their own administrative work. In total there are 30 staff members who have their own responsibilities and personal KPIs to reach.
You are a newly appointed Supervisor in charge of the five Sales Executives in the Sales Team. You report to the Sales Manager. The current process of conducting business in the sales area includes:
1. Cold call prospective retailers and manufacturers.
2. Call existing clients for repeat business.
3. Secure goods for sale on the website at the agreed commission and schedule.
4. Negotiate additional price for social media advertising to push products through social media advertising, model for photography and prime promotional placement on the site.
5. Exchange contracts with set delivery schedules.
6. Collect and prepare website information which includes copy, images with description, size availability, price, estimated delivery, and size charts.
7. Arrange delivery of good and services from client.
8. Monitor sales from website, keep customer informed of progress; and request more stock if required.
9. Prepare sales report for client.
10. Arrange for unsold stock to be returned to client.
11. Consult with client on results, try to secure another sale.
LA019835 Role Play Assessment, Unit BSBLDR403/402/401, Ed 1 3
© New South Wales Technical and Further Education Commission, 2015 (TAFE NSW – WSI), Archive Version1, December 2015
A strong sales ethic is expected at BuySmart driven from the top down. The managerial positions in the organisation are made up of men only. In fact you notice that there are only three women in the organisation and they all report to you. Each sales executive is expected to secure five new sales each week. Additionally the KPI for the executives is measured by sales generated from their clients. This puts pressures on executives to promote brands that sell well. Sales executives have found it increasingly difficult to lock in sales due to their competitors now providing a 20% discount on sales commissions. They have also had difficulty with some of the software that they are required to use to edit the businesses website which has resulted in staff working many more hours each week.
You also notice that your staff seem unmotivated, stressed and under immense pressure. The Sales Manager expects everyone in the office to work long hours working Monday to Friday from 9-6 as a minimum.
Your sales team consists of:
• Mary Koustaboudis – a consistently high performing Executive who has recently revealed to you that she is considering resigning due to the long hours and administrative work. She has had issues with the IT software such as Adobe InDesign and Photoshop to modify web information for the website.
• Lucia Allegro – a previously high performing results driven individual who has recently had a child and would prefer to job share.
• Lyn Brown – has consistent good results but has recently been burdened with looking after her sick mother and would also like to job share. Recently her sales have been questioned by the Sales Manager resulting in her being under stress.
• Eddie Wong – an Executive who aspires to climb the ladder and is bitter he has not been promoted to the supervisory role you have just assumed. He is young, often misunderstood as he has a strong accent, and is very direct with his approach, often unintentionally offending colleagues.
• Sam Young – a good performer who has two children in primary school. His wife works part time and does the majority of the running around for the children, but Sam sometimes is required to help.
You realise your management style needs to address operational concerns and improvements and help address the work life balance of the staff.
4 LA019835 Role Play Assessment, Unit BSBLDR403/402/401, Ed 1
© New South Wales Technical and Further Education Commission, 2015 (TAFE NSW – WSI), Archive Version1, December 2015
Bullying and harassment policy
BuySmart is committed to providing a working environment that is free from bullying.
Working relationships and standards of behaviour between employees are important workplace issues. BuySmart code of conduct sets out principles for behaviour required in the workplace, namely that:
• All people should be treated with respect.
• All employees should develop an awareness about the impact of their behaviour on others.
• There is agreement about what is appropriate behaviour at work.
BuySmart considers that bullying in the workplace is inappropriate and unacceptable behaviour and those employees found to have either committed or condoned such behaviour in the workplace may be subject to disciplinary action.
Definition: a bully is a person who uses strength or power to coerce others by fear. To bully is to oppress and/or persecute, physically or morally, by (threat of) superior force.
Bullying is physical or psychological behaviour or conduct where strength (including strength in personality) and/or a position of power is misused by a person in a position of authority or by a person who perceives that they are in a position of power or authority.
While bullying is normally associated with unequal power relationships, peer-to-peer bullying is not uncommon and is an equally unacceptable behaviour at BuySmart.
A variety of behaviours and acts my constitute bullying which, over time, create a negative workplace environment. These may include:
• sarcasm and other forms of demeaning language
• threats
• verbal abuse
• shouting
• coercion
• repeated refusal of requests for leave or training without adequate explanation and suggestion of alternatives
• punitive behaviour
• isolation
• blaming
• constant unconstructive criticism
• deliberately withholding information that a person needs to exercise her or his role or entitlements within the organisation.
Bullying may be perpetrated by an individual who may be a work colleague, a supervisor or a person/s who is part of the work environment.
Employee’s responsibilities
• To ensure that their actions do not negatively affect another staff member’s career, health or wellbeing and are consistent with the BuySmart code of conduct.
LA019835 Role Play Assessment, Unit BSBLDR403/402/401, Ed 1 5
© New South Wales Technical and Further Education Commission, 2015 (TAFE NSW – WSI), Archive Version1, December 2015
• Employees are encouraged to try and resolve issues of workplace bullying at the local level, directly with the person they believe is responsible for bullying. If issue is not resolved in this way, an employee may lodge a formal complaint.
Employer’s responsibilities:
• To provide a safe work environment that enables staff to carry out their work responsibilities free from bullying. This includes investigating complaints of bullying thoroughly and expeditiously and reviewing work units where bullying has been found to have taken place.
• To educate themselves and their employees on the issue of harassment and bullying, to avoid its incidence, and to inform employees of procedures to deal with the problem should it occur.
BSBLDR402 Lead effective workplace relationships 1st edition version: 1
© 2015 Innovation and Business Industry Skills Council Ltd Page 85 of 97
6 LA019835 Role Play Assessment, Unit BSBLDR403/402/401, Ed 1
© New South Wales Technical and Further Education Commission, 2015 (TAFE NSW – WSI), Archive Version1, December 2015

What Students Are Saying About Us

.......... Customer ID: 12*** | Rating: ⭐⭐⭐⭐⭐
"Honestly, I was afraid to send my paper to you, but you proved you are a trustworthy service. My essay was done in less than a day, and I received a brilliant piece. I didn’t even believe it was my essay at first 🙂 Great job, thank you!"

.......... Customer ID: 11***| Rating: ⭐⭐⭐⭐⭐
"This company is the best there is. They saved me so many times, I cannot even keep count. Now I recommend it to all my friends, and none of them have complained about it. The writers here are excellent."

"Order a custom Paper on Similar Assignment at! No Plagiarism! Enjoy 20% Discount!"