Order For Custom Writing, Similar Answers & Assignment Help Services

Fill the order form details in 3 easy steps - paper's instructions guide.

Check Prices

Order Now

Posted: October 20th, 2022

Unit IV Article Review /Could you be pushed to commit a horrific crime

Could you be pushed to commit a horrific crime Although most individuals can readily predict their response during a stressful situation, recent advancements have revealed that situational forces can have a far greater impact on ones behavior than previously acknowledged. In fact, discoveries have been revealed which provide shocking insight into human behaviors and abuse.
Read the article by Hong (2012) and write a two-page review examining how normal individuals can become vulnerable to heinous acts when placed under certain duress.
What can be learned from Zimbardos prison experiment
Can certain correlations be drawn from the conditions in Abu Ghraib
Could you blindly follow the commands received by an authority figure
Hong, J. K. (2012). The Lucifer Effect: Understanding how good people turn evil. Army Lawyer, 55-58. Retrieved from Academic OneFile database.
Introduction: This is meant to give a concise overview of the article being discussed, and is usually one paragraph in length.
Summary: This contains the summary of the article that gives the general argument(s) and overview of the featured author.
Analysis: In this portion of the paper, you should provide a review of the article. You should state whether you agree or disagree with the issues that were posed. Furthermore, you should also discuss why you agree or disagree with the authors viewpoint(s). Do not forget to discuss the importance of this article to the field of psychology. You MUST use the material from the textbook to support your opinion.
Conclusion: This summarizes your final thoughts for the featured topic.
Note: Do not forget to double space your response and use Times New Roman 12 pt. font. This written assignment should have a cover page, two full pages of content in which you organize the four sections of the article review based on the guidelines as listed above, and a references page. You are required to utilize the textbook and assigned article to support your stance on this topic. BOTH sources should be included on your references page. You should also have accompanying in-text citations for each source that you have used throughout your response. Follow APA format guidelines.
Course TEXTBOOK :
Wade, C., Tavris, C., & Garry, M. (2014). Psychology with DSM-5 update (11th ed.) [VitalSource version]. Retrieved from https://online.vitalsource.com/#/books/9780205933174
Contents
Units of Competency…………………………………………………………………………….. iv
BSBDIV301 Work Effectively with Diversity………………………………………………… iv
BSBINN301 Promote Innovation in a Team Environment…………………………… iv
Grading System…………………………………………………………………………………… iv
Assessment 1………………………………………………………………………………………. v
Assessment 2……………………………………………………………………………………… vi
Legend………………………………………………………………………………………………. vii
1. Work Effectively with Diversity …………………………………………………………… 1
Activity 1.1………………………………………………………………………………………………10
Activity 1.2………………………………………………………………………………………………11
Activity 1.3………………………………………………………………………………………………14
2. Promote Innovation in a Team Environment………………………………………… 15
Activity 2.1………………………………………………………………………………………………27
Activity 2.2………………………………………………………………………………………………31
Activity 2.3………………………………………………………………………………………………34
Activity 2.4………………………………………………………………………………………………36
Appendix 1 Glossary……………………………………………………………………………. 37
Appendix 2 References………………………………………………………………………… 39
Appendix 3 Case Study…………………………………………………………………………. 40
Australia Post The Strength Within………………………………………………………..40

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

UNITS OF COMPETENCY
BSBDIV301 Work Effectively with Diversity
This unit replaces and is equivalent to:
BSBDIV301A Work Effectively with Diversity
ELEMENT
1. Recognise individual differences and respond appropriately
2. Work effectively with individual differences

BSBINN301 Promote Innovation in a Team
Environment
This unit replaces and is equivalent to:
BSBINN301A Promote Innovation in a Team Environment
ELEMENT
1. Create opportunities to maximise innovation within the team
2. Organise and agree effective ways of working
3. Support and guide colleagues
4. Reflect on how the team is working
For further information on the Units of Competency, please visit
www.training.gov.au, or refer to your Course Outline booklet.

GRADING SYSTEM
High Distinction (HD)

85% and above

Distinction (D)

75-84%

Credit (Cr)

65-74%

Pass (P)

50-64%

Not yet competent (NYC)

Below 50%

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

ASSESSMENT 1
Course Name

BSB30112 & BSB30115
Certificate III In Business

Subject/module

Advanced Teamwork

Assessment method

Part A: Written or Oral Questions
Part B: Written or Oral Questions
Part C: Written or Oral Questions

Due date

Session 5

Weighting

50%

Units of Competency

BSBDIV301A & BSBDIV301
Work Effectively with Diversity
BSBINN301A & BSBINN301
Promote Innovation in a Team Environment

Instructions
1. Assessments will be provided by your trainer.
2. Assessments should be completed as per trainers instruction.
3. The assessment must be submitted by the session mentioned above in
the due date.
4. Your assessment should be presented as a word-processed document
addressing all elements of the assessment.
5. Once you have completed the assessment, please attach the APC
assignment cover sheet and hand both to your trainer.
6. Plagiarism is copying someone elses work and submitting it as your own.
Any plagiarism will result in a mark of zero.

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

ASSESSMENT 2
Course Name

BSB30112 & BSB30115
Certificate III In Business

Subject/module

Advanced Teamwork

Assessment method

Part A: Group Assessment
Part B: Written or Oral Questions

Due date

Session 8

Weighting

50%

Units of Competency

BSBDIV301A & BSBDIV301
Work Effectively with Diversity
BSBINN301A & BSBINN301
Promote Innovation in a Team Environment

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

vii

LEGEND
Not all ICONS are used in this workbook

Research/Investigate
This tells you to go and find out some information

Activity/Provide notes
This indicates that you need to take notes and/or complete
an exercise/activity in this workbook

Reference material/manuals
This means you should look to sample of organisations
policies and procedures or to some other learning material,
resources to complete this exercise/activity.

Think
Take some time to think about the information and record
your own ideas

Talk
Talk to your peers, colleagues swap ideas.

Reading
Selected extra reading requirements.

You

Sydney Ferries

Tube

Youtube
Selected Youtube requirements.

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

1. WORK EFFECTIVELY WITH DIVERSITY
Introduction
Teamwork is the capability to comprehend and recognise the diverse
strengths and abilities in a group setting and then applying them to one
final solution.
Wikipedia, 2010

A team is made of many individuals and it is important that we understand and
respect the differences that make us unique individuals. All workplaces require
that individuals and teams in the workplace are able to work effectively with
diversity.
Diversity is a commitment to recognising and appreciating the variety of
characteristics that make individuals unique in an atmosphere that promotes
and celebrates individual and collective achievement. Diversity encompasses:
ff Race
ff Age
ff Culture
ff Disabilities
ff Family structure
ff Sexual preference
ff Gender
Diversity in the workplace is ensuring that the talents and contributions of
individuals are recognised, appreciated and utilised. Diversity in the workplace
covers gender, age, language, ethnicity, cultural background, sexual orientation,
religious belief and family responsibilities. Diversity also refers to the other
ways in which people are different, such as educational level, life experience,
work experience, socio-economic background, personality and marital status.
Workplace diversity involves recognising the value of individual differences and
managing them in the workplace.
The diversity of the people in the workforce is one of its greatest strengths.
Managing diversity successfully means creating an environment that values and
utilises the contributions of people with different backgrounds, experiences and
perspectives. Organisations need to develop people management strategies
that accommodate differences in the background, perspectives and family
responsibilities of their employees. They need to recognise the contribution
that diversity of perspectives makes to generating new ideas and ways of doing
things.
The concept of workplace diversity includes the principle of equal employment
opportunity (EEO). EEO policies address continued disadvantage experienced
by particular groups of people in the workplace, including women, Indigenous
Australians, people with disabilities and those who suffer disadvantage on the
basis of race or ethnicity. These policies remain an important foundation for
workplace diversity policy.
WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Element 1: Recognise Individual Differences and Respond
Appropriately
Working effectively with diversity means that we should be are aware of the
differences that individuals have and ensure that we respond appropriately
to those differences. In our workplaces we need to recognise and respect the
differences in our colleagues, clients and customers.
Some of the differences that will be evident in our colleagues, clients and
customers will be as follows:

Different Communication Styles
The way people communicate varies widely between, and even within, cultures.
One aspect of communication style is language usage. Across cultures, some
words and phrases are used in different ways. For example, even in countries
that share the English language, the meaning of yes varies from maybe, Ill
consider it to definitely so, with many shades in between.
The degree of importance given to non-verbal communication can differ between
cultures. Non-verbal communication includes not only facial expressions and
gestures; it also involves seating arrangements, personal distance, and sense of
time.
In addition, different norms regarding the appropriate degree of assertiveness
in communicating can add to cultural misunderstandings. For instance, some
Australians typically consider raised voices to be a sign that a fight has begun,
while some nationalities often feel that an increase in volume is a sign of an
exciting conversation among friends. Thus, some Australians may react with
greater alarm to a loud discussion than would members of some ethnic or nonwhite cultural groups.

Different Attitudes Toward Conflict
Some cultures view conflict as a positive thing, while others view it as something
to be avoided. In Australia conflict is not usually desirable; but people often are
encouraged to deal directly with conflicts that do arise. In fact, face-to-face
meetings customarily are recommended as the way to work through whatever
problems exist. In contrast, in many Eastern countries, open conflict is seen as
embarrassing or demeaning; as a rule, differences are best worked out quietly.
A written exchange might be the favoured means to address the conflict.

Different Approaches to Completing Tasks
From culture to culture, there are different ways that people move toward
completing tasks. Some reasons include different access to resources; different
judgments of the rewards associated with task completion, different notions of
time, and varied ideas about how relationship-building and task-oriented work
should go together.
When it comes to working together effectively on a task, cultures differ with
respect to the importance placed on establishing relationships early on in the
collaboration. For example Asian and Hispanic cultures tend to attach more
WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

value to developing relationships at the beginning of a shared project and more
emphasis on task completion toward the end as compared with Australians.
Europeans and Australians tend to focus immediately on the task at hand, and
let relationships develop as they work on the task. This does not mean that
people from any one of these cultural backgrounds are more or less committed
to accomplishing the task or value relationships more or less; it means they may
pursue them differently.

Different Decision Making Styles
The roles individuals play in decision making vary widely from culture to culture.
For example, in Australia, decisions are frequently delegated, that is, an official
assigns responsibility for a particular matter to a subordinate. In many Southern
European and Latin American countries, there is a strong value placed on
holding decision making responsibilities with ones self. When decisions are
made by groups of people, majority rule is a common approach in Australia; in
Japan consensus is the preferred mode. Be aware that individuals expectations
about their own roles in shaping a decision may be influenced by their cultural
frame of reference.

Different Attitudes Toward Disclosure
In some cultures, it is not appropriate to be open about emotions, about the
reasons behind a conflict or a misunderstanding, or about personal information.
The variation among cultures in attitudes toward disclosure is also something
to consider before you conclude that you have an accurate reading of the views,
experiences, and goals of the people with whom you are working.

Physical Characteristics and Abilities
Disability
The term disability refers to conditions that impair or interfere with the
normal way of doing things. The Australian Government defines disability in the
Disability Discrimination Act 1992 (Cth) as:
ff total or partial loss of the persons bodily or mental functions; or
ff total or partial loss of a part of the body; or
ff the presence in the body of organisms causing disease or illness; or
ff the presence in the body of organisms capable of causing disease or illness;
or
ff the malfunction, malformation or disfigurement of a part of the persons
body; or
ff a disorder or malfunction that results in the person learning differently from
a person without the disorder or malfunction; or
ff a disorder, illness or disease that affects a persons thought processes,
perception of reality, emotions or judgment or that results in disturbed
behaviour
Mental or cognitive ability means how well a person is able to understand and
process information, as well as understand the consequences of their own
WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

behaviour and decisions. It involves memory, focus, attention, awareness, logic
and reason, as well as self-awareness.
Mental ability is often judged by a persons:
ff spatial reasoning
ff numerical reasoning
ff verbal reasoning
ff logical reasoning
People think differently. Some people are better at numerical problems than
language or word problems. For others it is the opposite. Some people are
considered to have instant recall or a photographic memory that enables
them to process information much faster than other people. Other people are
slower with information processing and may need more time and patience.
Some people are more creative in their thinking, others are more careful.
Finding out how people think is a good way of assessing how to allocate tasks in
the workplace.
Learning styles vary from person to person, too. People learn more quickly
depending on whether the information is presented to them visually or verbally,
in print or on the Internet. Some people need to see how things are done, while
others need to think things through or talk about them. Catering to a clients
preference for comprehension and learning will help make your dealings with
them more effective.

Working with Diversity: Social Differences
Many people make judgments about other people according to their social
differences, and treat them accordingly.
Social differences may include differences in:
ff social class people may be working class, middle class or upper class,
income and property ownership
ff family status, for example marital or parental status
ff employment status people may be employed or unemployed, type of
occupation such as professional, managerial, trade or manual occupation
ff social ability a persons ability to make friends and influence people
ff social status the prestige attached to a persons position in society

Working together
Human differences play a very important part in determining the culture
of a workplace. Workplace culture and practices can change dramatically
according to the diversity of people working in the workplace.
Aspire, 2010.

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Prejudice and stereotyping
Prejudice is an opinion or attitude that is based on a preconceived idea rather
than an experience or fact. Prejudice involves believing something about a
situation or someone before knowing enough about that situation or person to
make appropriate judgments. Prejudice is unfair and inappropriate.
Stereotyping is the process of unfairly or incorrectly making assumptions or
generalisations about all the people within a certain group. Saying or believing
that all African-Americans are good at sport, all women want to have babies,
or all men are the major income earners in their families is stereotyping those
people.
Prejudice and stereotyping is always unhelpful in a workplace and can lead to
many conflicts and issues amongst work colleagues. It is always important to
remember that one persons behaviour or view from a group does not mean that
everyone belonging to that group has the same behaviour or view.

Discrimination
Discrimination is when a person is treated less fairly than another person because
of some difference.
Aspire, 2010.

If a company plans a social outing or team-building exercise that requires
people to play sport, this may discriminate against people with a disability.
Discrimination can occur when rules or conditions made for everyone have an
unfair effect on some people because of their different circumstances.

Discriminative humour
Seemingly harmless joking based on a persons race, sex, religion, sexuality or
appearance, is a form of discrimination. The victim of the jokes is being treated
less fairly than other people. These types of jokes hinder rather than promote
understanding because they can be very demeaning to the people concerned.

Positive discrimination
Positive discrimination is a form of affirmative action designed to directly
redress the disadvantage that groups of people have experienced in the past.
It is based on the premise that justified discrimination is needed in some
situations for disadvantaged people to have the opportunity to become equal
within society (Multicultural Australia, 2010).

Responding Appropriately to Differences
Age
Workplace structure has changed and many people now experience workplaces
where all employees are involved in decision-making and plans. Conflict
can occur when people of any generation stereotype others and refuse to
acknowledge different values and opinions.
WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Most common conflicts arise between older and younger generations in a
workplace where the older worker may not respect the opinion of a younger
colleague or vice versa.

Belief and value Systems
People have different beliefs and value systems which are attached to many
areas of their life including money, family and politics. They have their own
unique view and experience of the world.
Politics is one area where conflict can arise. Political bias happens when a
person or organisation treats people differently because of the persons or
organisations political views. This is a form of discrimination. It is unlawful in
Australia to treat someone unfairly or harass them because of their political
beliefs or activities or what you assume are their political beliefs or activities.

Culture
Cultural issues always depend ultimately on the feelings of the individual. It
is not necessary to learn all there is to know about anothers culture before
you can interact effectively with them. Acknowledging differences and acting
on issues as they arise will show that you respect their culture and their
individuality.

Expertise, Experience and Working Style
People in a workplace bring varying levels of experience, education and
expertise and they approach and apply their training, knowledge and skills in
different ways.
Some people bring broad past experiences to a workplace, whilst others may
have had limited experience or experience in one particular area. Others
possess a specific ability. You need to recognise your work colleagues
experiences and expertise and respond and work positively with each individual
to achieve your work goals and objectives.

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Legislative Requirements and Enterprise Guidelines
Working effectively with diversity also requires workers and employers to ensure
that legislative requirements are met regarding diversity. Enterprise guidelines
will differ from one workplace to another, however organisations cannot ignore
or not follow legislation regarding diversity.
These are some of the legislative requirements in Australia that govern diversity
in the workplace.1

Racial Discrimination
Act 1975

Sex Discrimination
Act 1984

The Racial Discrimination Act 1975 makes it
unlawful to discriminate in employment on the
grounds of race, colour or national or ethnic origin.

The Sex Discrimination Act 1984 makes it unlawful
to discriminate in employment on the grounds of a
persons sex, marital status, pregnancy or potential
pregnancy or to sexually harass another person.

Human Rights and
Equal Opportunity
Commission Act 1984

The Human Rights and Equal Opportunity
Commission Act 1984 provides for the rights
of people with physical or mental disabilities
and addresses complaints of discrimination in
employment.

Work Health and
Safety Act (2011)

Under the Work Health and Safety Act 2011 all
employers and employees must maintain a secure,
healthy and safe working environment. An employer
must take practical precautions to prevent
harassment.

Disability
Discrimination Act
1992

The Disability Discrimination Act 1992 makes it
unlawful for an employer to discriminate against
a person on the grounds of disability (including a
disease)

1 Source: Australian Public Service Commission
WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Accommodate Diversity Using Appropriate Communication
All communication in a workplace should recognise the diverse workforce
and use inclusive language. Different cultures have different values and these
influence behaviour and language. Its important to understand some of these
differences when communicating with people from other cultural or linguistic
backgrounds.
Some of the values which influence cultures are as follows:

Personal Space
Different cultures have quite different views about personal space and what is
public and what is private. This may vary between public and private situations
and may be at odds with their crowded environments. It may also extend to
physical contact. Some cultures value personal space and do not like to be
touched.

Displays of Emotion
Many cultures mask the display of emotion in many public settings; apparent
agreement or smiling may actually reflect dissent, anger, or hurt.

Concepts of Time
Some cultures are much organised and highly scheduled; others care little for
timetables and deadlines: things happen when they will and take as long as they
need to.

Greater Importance is Attached to Groups Than to
Individuals
This can lead to a number of effects, including a preference for consensus
decision-making, a reluctance to show emotion, a preference for seemingly
long-winded or drawn out speech compared to a terse, get to the point style.

Emotions and Reactions
Nodding and saying yes frequently is often merely conversational politeness,
not agreement. Similarly, smiling may mask anger or hurt. Distractions and
barriers can dilute the communication process and create communication
difficulty. These barriers can occur in many different ways. Barriers should be
identified so they can be overcome and enable effective communication to occur.
Barriers may be verbal and non-verbal and may be a result of differences in
language, values, or just the realities of daily life.
Verbal barriers include language, vocabulary and idiom. Having a language in
common is only a starting point.

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Its perfectly possible for people who share the same native language to have
difficulty understanding each other.
You can avoid or overcome verbal barriers by remembering the following:
ff Speak slowly and clearly
ff Use simple words and short sentences
ff Avoid the use of jargon (technical terms) and colloquial expressions (like
choice, good as)
ff Ask questions or paraphrase to ensure that you understand or are being
understood; dont rely on non-verbal cues

Non verbal barriers may include:
Eye Contact
For example Japanese avoid eye contact whereas Australians look for eye
contact as feedback.

Invading Personal Space
This can be offensive and be seen as over familiar to some cultures, whereas
in others it is a sign of friendliness. Australians Helping a Japanese visitor
can appear over familiar without realising it, by touching the visitor in a friendly
gesture. This would be unacceptable to a Japanese visitor and would make a
German visitor feel very uncomfortable.

Lack of Familiarity with the Local Language
Talking at a pace that a visitor with limited skills in the specific language would
be unable to keep up with, can insult the visitors without offending others.

Using Jargon and Clichs
Use of expressions such as hes tied up at the moment or come round for tea.
Is this a cup of tea or an invitation to dinner

Punctuality
Germans value punctuality and would not respond well to tardiness. Keep to the
point and be specific rather than vague in your communications.

Etiquette
Remember things like, if you were invited into a Japanese home to take off
your shoes and place them pointing away from the room or door you are about
to enter. Or waving as we know it, means come here to the Japanese. Bowing
is a mark of respect in Japan rather than shaking hands return a bow with a
bow of the head. In Germany it is considered rude if you do not offer your hand.
Germans respect tidiness in the workplace, as well as personal presentation.

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Activity 1.1
Answer the True or False questions:
1. The environment and the society we live in affect our language.
True

False

2. Distractions and barriers never dilute the communication process and
create communication difficulty.
True

False

3. Language reflects the culture of a society.
True

False

4. Disability discrimination occurs when people are treated fairly because
they have a disability or are friends, carers or associates of a person with a
disability.
True

False

5. Some cultures view conflict as a positive thing, while others view it as
something to be avoided.
True

False

6. When it comes to working together effectively on a task, cultures differ with
respect to the importance placed on establishing relationships early on in
the collaboration.
True

False

7. Some Australians typically consider raised voices to be a sign that a fight
has begun, while some nationalities often feel that an increase in volume is
a sign of an exciting conversation.
True

False

8. Barriers may be verbal and are never a result of daily life.
True

False

9. Under the Equal Employment Opportunities legislation it is lawful to
discriminate or harass people at work, school or in the community.
True

False

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Activity 1.2
Answer the following answers in the space provided.
1. What is Diversity

2. Define stereotyping and provide an example.

3. What are some of the differences that you will encounter in a workplace with
colleagues, clients and customers

4. Give an example of discrimination in the workplace.

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Element 2: Work Effectively with Individual Differences
As discussed in Element 1 of this learning guide, people are different and in the
workplace we will come across many differences. It is essential that we know or
are aware of how to work effectively with these differences without prejudice or
discrimination.
Diversity not only involves how people perceive themselves, but how
they perceive others. Those perceptions affect their interactions. For a
wide assortment of employees to function effectively as an organisation,
human resource professionals need to deal effectively with issues such as
communication, adaptability and change. Diversity will increase significantly in
the coming years. Successful organisations recognise the need for immediate
action and are ready and willing to spend resources on managing diversity in the
workplace now.

Documentation
In a team environment with many individuals, the skills, knowledge and
experiences of each person will vary. Therefore it is essential that these skills,
knowledge and experience are documented and recognised. Such information
can help employers and managers to ensure that individual differences can be
recognised when putting together a team for a project, etc. The documented
skills, knowledge and experience will provide managers with crucial information
when determining team objectives. A diverse collection of skills and experiences
(e.g. languages, cultural understanding) allows a company to provide service to
customers on a global basis.

Encouragement
Individual differences should be encouraged in workplaces. The different
perspectives, skills and knowledge of employees can be a valuable resource that
can be utilised to provide a better service or outcome for our customers and the
organisation. Individual differences generate:
ff A different way of doing things
ff A different perspective on handling an issue
A diverse workforce that feels comfortable communicating varying points of view
provides a larger pool of ideas and experiences. The organisation can draw from
that pool to meet business strategy needs and the needs of customers more
effectively. Companies that encourage workplace diversity inspire all of their
employees to perform to their highest ability. Company-wide strategies can then
be executed; resulting in higher productivity, profit, and return on investment.

https://monkessays.com/write-my-essay/alphameasure.com/diversity_in_the_workplace.html

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Value Diversity
Organisations that value the diversity of their customers are the organisations
that go on to be successful in the long term. Customers need to be shown that
an organisation values the differences that they have as our customers. Some
of the ways that an organisation can demonstrate that they value the diversity of
their customers and clients by:
ff Ensuring staff relations with customers and clients demonstrate the value of
diversity
ff Anti-Discrimination policies to ensure staff do not discriminate against
customers and clients
ff Provide training to staff on how to work effectively with diversity
ff Diversity training alone is not sufficient for an organisations diversity
management plan. A strategy must be created and implemented to create
a culture of diversity that permeates every department and function of the
organisation.
https://monkessays.com/write-my-essay/alphameasure.com/diversity_in_the_workplace.html

https://www.google.com.au/searchq=diversity&biw=1536&bih=726&source=lnms&tbm=isch&sa=X

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Activity 1.3
Answer the following questions in the space provided.
1. Describe some advantages of having a diverse workforce.

2. List and describe three pieces of legislation that govern workplace diversity.

3. Why is it important to encourage individuals to utilise their skills, knowledge
and experiences when working in a team

4. What are the consequences for an organisation if customers and clients
dont feel that the organisation is demonstrating the value of diversity in their
dealings with them

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

2. PROMOTE INNOVATION IN A TEAM
ENVIRONMENT
A team is made up of a group of people working together to achieve a common
goal. An effective team has certain characteristics that allow the team members
to function more efficiently and productively. An effective team develops ways to
share leadership roles and ways to share accountability for their work products,
shifting the emphasis from the individual to several individuals within the team.
A team also develops a specific team purpose and concrete work products that
the members produce together.

What is Innovation
Innovation is a Process by which an idea or invention is translated into
a goods or service for which people will pay. To be called an innovation; an
idea must be replicable at an economical cost and must satisfy a specific
need
(IBSA, 2010).

Innovation is a term that is often used interchangeable with things like invention,
continuous improvement, creativity or just thinking differently.
Innovations can take place in strategy, services, processes and culture and can
be divided into two broad categories:
ff Incremental improvements those that relate to improving todays business.
ff Strategic concept innovations those that will create tomorrows business.

https://www.google.com.au/searchq=innovation&biw=1536&bih=72entrepreneu

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Types of Innovation
EVOLUTIONARY VS. REVOLUTIONARY INNOVATIONS
Innovations can be incremental, life-altering, or somewhere in between. Some
innovations have resulted in huge changes to the way we live and think, for
example consider the introduction of the following:
ff the automobile
ff the internet
ff modern psychology
ff the computer
ff communism
ff nuclear energy
These innovations could be regarded as revolutionary.
Evolutionary innovations are less life altering, yet still involve progress that
make a difference in some way. They often involve altering a product or
process. These could include such things as:
ff the paperclip
ff optical mouse
ff frozen pizza
The different types of workplace innovation include:
ff product
ff process
ff organisational
ff marketing
ff strategic
ff technology

PRODUCT INNOVATION
A product innovation is the introduction of a goods or service that is new or
significantly improved with respect to its characteristics or intended uses.
This includes significant improvements in technical specifications,
components and materials, incorporated software, user friendliness or other
functional characteristics.

PROCESS INNOVATION
A process innovation is the implementation of a new or significantly improved
production or delivery method. This includes significant changes in techniques,
equipment and/or software.
http://epp.eurostat.ec.europa.eu/statistics_explained/index.php/Glossary:Process_innovation

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

ORGANISATIONAL INNOVATION
An organisational innovation is the implementation of a new organisational
method in the firms business practices, workplace organisation or external
relations.

MARKETING INNOVATION
A marketing innovation is the implementation of a new marketing method
involving significant changes in product design or packaging, product
placement, product promotion or pricing.

PROMOTING INNOVATION
To get ideas generated and change encouraged, successful organisations
need to look at the following factors:
Developing an acceptance of change Employees must believe that change
will benefit them and the organisation. This will only happen if employees
and managers are all involved in the making of decisions for change. Being
part of the process means the employee is able to see the advantages and
disadvantages of any change and measure its consequences individually and
collectively. This leads to an informed decision and better buy in by staff.
Encouraging new ideas Managers in the organisation, from the top level
down, must make it clear that ideas are welcome and that they will listen to
suggestions. Any feeling of lack of interest will stop the flow of ideas.
Permitting interaction Interaction between different work groups and
levels within the organisation will allow for the exchange of information, the
free flow of ideas and new perspective on old problems.
Tolerating failure Many new ideas may not work, but if we dont try where
do we find the ones that do Without trial and error we can only wait for the
opposition to prove a new idea first and start from behind.
Providing clear goals and objectives All employees must be informed of
the goals and objectives of the organisation, so that everyone is heading in
the same direction.
Offering recognition People (and the right people) must be recognised for
the new ideas and a job well done. Again someone who takes credit for a new
idea or a job well done that is not their own or is part of a team development
will stop the flow of ideas and good work.

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Element 1: Create Opportunities to Maximise Innovation
Within the Team
Teamwork is the process of working collaboratively with a group of
people, in order to achieve a goal. Teamwork is often a crucial part of a
business, as it is often necessary for colleagues to work well together, trying
their best in any circumstance. Teamwork means that people will try to
cooperate, using their individual skills and providing constructive feedback,
despite any personal conflict between individuals.
www.businessdictionary.com

Team Objectives
The objectives and goals of a team is an essential consideration when deciding
which team members to put into a team. The skills, knowledge and expertise of
individuals should match or be available to contribute to the objectives and goals
of the team.
An Assessment of team needs and objectives can help management decide the
best people and resources needed. Here is an example of some Assessment tools
to evaluate the needs and objectives of a team:
Common Organisational
Goals

Idea

Assessment Tool

Reduce stationery
purchases

Analysing financial
records and stores
requests

Develop a new service or
product

Develop a green
organisational brand

Customer feedback
may indicate whether
this is important for
maintaining loyalty

Keep staff motivated,
lower staff turnover

Improve work
conditions

Team brainstorming
session

Give back to the
community

Adopt a charity

Survey local charities

Improve budgetary
performance

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Other team objectives may also relate to the following:
ff addressing particular customer feedback
ff conceiving and implementing a particular project
ff developing new services or products
ff generating ongoing ideas within the work unit
ff improving budgetary performance
ff improving or changing work conditions
ff new ideas that impact beyond the workplace (e.g. that have a broader social
or community impact)

Develop an Innovative Team
A group of people doing the same or similar work does not make a team. A
group of people who are working to achieve the same goal does not make
a team. It is possible for people in a group to do their work without really
interacting with the others. What makes a group of people work as a team starts
with the recognition that through working together, they can obtain a higher
level of success than that which can be obtained by simply adding individual
efforts.
It is essential that managers check the knowledge and skill level of each
individual before placing them in a team. Individuals that do not have the skill,
knowledge or passion for a particular objective or task will end up doing more
harm than good within the team. A team is only as strong as its weakest team
member.
Here are some guidelines to follow when selecting a team:
ff It is useful to think about the composition of a team and how you can use the
skills and knowledge of each member to benefit both the organisation and
their own learning
ff Diversity in team composition expands the teams knowledge, skill
and attitude base and strengthens its ability to build relationships and
accomplish tasks.
ff Since a team can only be as good as its individual members, identifying
people with the required team skills is important.
ff All team members must be analytical enough to understand situations and
evaluate ideas, and be capable of working with other people.
The information considered about current or potential team members may
relate to:
ff interests
ff lifestyle preferences
ff past jobs
ff technical strengths
ff work preferences
ff working styles

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Stages of Team Growth
Traditionally, a team goes through five stages of development. Each stage of
team development presents its own special challenges to a group of people
striving to work together successfully by forming a cohesive team. The team and
the organisation can take specific actions at each stage of team development to
support the teams success in accomplishing the team mission.
ff Forming a group of people come together to accomplish a shared purpose.
ff Storming Disagreement about mission, vision, and approaches combined
with the fact that team members are getting to know each other can cause
strained relationships and conflict.
ff Norming The team has consciously or unconsciously formed working
relationships that are enabling progress on the teams objectives.
ff Performing Relationships, team processes, and the teams effectiveness
in working on its objectives are synching to bring about a successfully
functioning team.
ff Transforming The team is performing so well that members believe it is
the most successful team they have experienced; or
ff Ending The team has completed its mission or purpose and it is time for
team members to pursue other goals or projects.

www.humanresources.about.com

Not every team moves through these stages in order and various activities such
as adding a new team member can send the team back to earlier stages. The
length of time necessary for progressing through these stages depends on the
experience of the members, the support the team receives and the knowledge
and skill of the team members.2

Providing Suggestions and Feedback
Once a team is established it is important that they are provided with the
information required to ensure the successful completion of the task or meeting
an objective. Suggestion on what needs to be done and how can also provide the
team with some focus and ideas on how to proceed.
Feedback provides valuable information that the team can utilise to ensure the
task or objective is met with more efficiency and accuracy in the future. It also
allows the team to reflect on how they could have performed better.
Feedback is also vital to promoting feedback and improving work practices in
the following ways:
ff Individual feedback is the extent that an individual receives specific
information (praise, blame or any other comment). Clear and direct
Assessment or results of the work itself can indicate where work is on track
or off track and requires improvement.

2 Source: About.ComWORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE

BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Similarly, feedback from an individual to a supervisor regarding the way a task
is performed and how it may be improved can result in innovative changes that
could considerably improve production, quantity or quality.
This process of feedback is often in the form of performance appraisal but also
can happen in informal conversations daily. Feedback needs to be positive and
used constructively. Given negatively, feedback can be seen as threatening and
seen as the basis of poor employee relations thus counterproductive.
Constructive feedback should be based on good communication skills, trust
between parties, specific (with good clear and recent examples), factual, no
more than the receiver can handle and most importantly something the receiver
can do something about.
ff Group feedback is often more effective than providing it to just one person.
Many innovative ideas will be produced from a group or team who have a
range of skills, pooling these and linking the knowledge to come up with
better solutions.
ff Feedback is important to getting results within a team. Why Because
without a sound understanding, a team of say 6 individuals may very well get
the same message but interpret if 6 different ways which may immediately
take a team in 6 different directions.
ff The team members need to communicate and that communication needs to
be effective, accurate and understood. Feedback is, of course, essential to
ensure that communication is understood and acted upon.

Acknowledge Team Members
It is important to acknowledge team members, however being acknowledged
does not necessarily mean that all ideas are implemented, however, the
person who has provided the input needs to feel their idea has been given due
consideration. People can be acknowledged by others in the team by:
ff thanking the person for their contribution
ff reflecting on what they have said
ff paraphrasing or summarising to show they have been listening
ff asking questions that develop a deeper understanding about what the person
was wanting to convey.
ff providing feedback as to how their input has been used.

What is a Role
A role can be defined as a set of interaction behaviours performed by individuals.
These behaviours tend to be expected by other group members and such
expectations lead group members to reinforce role behaviours especially if the
behaviours are perceived to be helpful to the group. As groups grow in both size
and complexity individuals tend to specialise in some aspect of the interaction
process.

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Role Related Problems for Small Groups
ff Role Collision is the conflict that can occur when two different individuals
within a group hold roles that overlap.
ff Role Incompatibility occurs when an individual is forced to meet expectations
for different roles that are incompatible.
ff Role Confusion occurs when there are inconsistent expectations concerning
the behaviour appropriate to any role.
ff Perceived/Enacted Role Conflict. The perceived role is the set of behaviours
an occupant of a position believes he should carry out.
ff Enacted role is the set of behaviour activity carried out.

https://www.google.com.au/searchq=innovation&biw=1536&bih=726&source=lnms&tbm=isch&sa=X&ei

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Maintenance Roles
Role

Typical Behaviour

Examples

Supporter
Encourager

Praises, agrees with and
accepts the contribution
of others. Offers warmth,
solidarity and recognition.

I really like that idea
John. Janes suggestion
is excellent. Could we
discuss it further

Harmoniser

Reconciles disagreements,
mediates differences,
reduces tensions by giving
group members a chance to
explore their differences.

I dont think you two are
as far apart as you think.
Henry, are you saying
. . . Is that what you
mean

Jokes or in some other way
reduces the formality of the
Tension Reliever situation, relaxes the group
members.

That reminds me of the
one about . . .

Compromiser

Offers to compromise when
own ideas are involved in a
conflict. Uses self discipline
to admit errors so as to
maintain group cohesion.

Looks like the solution is
halfway between you and
me, Fred. Can we look at
the middle ground

Gatekeeper

Keeps communication
channels open. Encourages
and facilitates interaction
from those members who
are usually silent.

Susan hasnt said
anything about this yet.
I know youve been
studying this problem,
what do you think

Feeling
Expresser

Makes explicit the feelings,
moods and relationships
in the group. Shares own
feelings with others.

Dont we all need a break
right now

Expresses standards for the
group to achieve. May apply
standards in evaluating the
group process.

In my view this decision
does not do us justice.
What criteria are we
using to come to this
decision

Goes along with the
movement of the group
passively, accepting the ideas
of others and sometimes
serving as an audience.

I agree. Yes, I see what
you mean. If thats what
the group wants to do Ill
go along.

Standard Setter

Follower

Im frustrated and
confused.

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Dysfunctional Roles
Role

Typical Behaviour

Blocker

Interferes with progress by
rejecting ideas or taking the
negative stand on any and all
issues. Refuses to cooperate.

Aggressor

Struggles for status by
deflating the status of others.
Boast and criticises.

Deserter

Withdraws in some way.
Remains indifferent,
aloof. Sometimes formal.
Daydreams. Wanders from
the subject Engages in
irrelevant side conversations.

Examples
That idea is ridiculous. Itll
never work.
Why are we doing this
stupid exercise/
This is a waste of time!
Well done guys. Youve
made a mess of it again. Let
me tell you how it should be
done
I really dont care which
way you want to deal with
the issue.
Have you seen this

Dominator

Interrupts and embarks
on long monologues,
authoritative, tries to
monopolise the groups time.

Recognition
Seeker

Attempts to gain attention
in an exaggerated manner.
Usually boasts about
past accomplishments.
Relates Irrelevant personal
experiences, usually in an
attempt to gain sympathy.

Confessor

Engages in irrelevant
personal catharsis. Uses
the group to work out own
mistakes and feelings.

I know its not on the topic
but Im having real trouble
with this at the moment.

Playboy

Displays a lack of involvement
in the group through
inappropriate humour, horse
play or cynicism.

Hey, what about the cow
who swallowed a bottle of
ink and mooed indigo. To
the only female in the group.
Hi baby lets make music.

Special
interest
pleader

Acts as the representative of
another group or for his or
her own interests.

My friend owns a company
that does this. We could get
it from him a bit cheaper.

No thats not right. This is
the way we should do it.

Yesterday I was able to . .
If you ask me . . . In my
last job I used to do it this
way and get great results.

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Task Roles
Role

Typical Behaviour

Examples

Initiator
Contributor

Contributes ideas and
suggestions. Proposes
solutions and decisions.
Proposes new ideas or states
old ones in a novel way.

How about looking at
the problem from this
angle Suppose we . . . .

Information
Seeker

Asks for clarification of
comments in terms of their
factual adequacy. Asks for
information or facts relevant
to the problem. Suggests
information is needed before
making decisions.

Information
Giver

Offers facts or
generalisations that
may relate to personal
experiences and that are
pertinent to the group task.

What does that mean for
us
Do we have any
information to support
this idea/action
I checked with Dr. Jones,
a specialist in this area.
He said . . . . .
A recent article in the
press suggests .

Opinion
Seeker

Asks for clarification of
opinions stated by other
members of the group and
asks how people in the group
feel.

Does anyone else have
an idea on this. Can
someone explain this to
me

Opinion
Giver

States beliefs or opinions
having to do with suggestions
made. Indicates what the
groups attitude should be.

I think we ought to go
with the second plan. It
fits the conditions we face
in the UK market.

Elaborator
Clarifier

Elaborates ideas and
other contributions. Offers
rationales for suggestions.
Tries to deduce how an idea
or suggestion would work if
adopted by the group.

Do you mean he said he
could do it for that price
I thought he was going to
charge more.

Coordinator

Clarifies the relationship
among information, opinions
and ideas or suggests an
integration of the information,
opinions and ideas of
Subgroups.

That view is in line with
the information Jane
found last week. Why
dont we build on that
idea and see if . .

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Role

Typical Behaviour

Diagnostician

Indicates what the problems
are.

Orienter
Summariser

Summarises what has taken
place. Points Out departures
from agreed upon goals.
Tries to bring the group back
to the central issue. Raises
questions about where the
group is heading.

Energizer

Prods the group into action.

Procedure
Developer

Handles routine tasks such
as seating arrangements,
obtaining equipment and
handing out materials.

Secretary

Keeps notes on groups
progress.

Evaluator Critic

Critically analyses the
groups accomplishments
According to a set of
standards. Checks to see that
consensus has been reached.

Examples
I think we are missing
the main point. The
problem is we cannot do it
that way ..
Lets take stock of where
we are. Helen and John
take the view that we
should act now.
Bill says wait. Jane isnt
sure. Perhaps it would be
a good idea if we came
back to it after we have .
..
Come on guys. We have
wasted a great deal of
time on this issue. We
have a deadline to meet.
Ill get the forms printed
and distributed.
Ill make sure we have
the right equipment in
place on the night.
Ill take the minutes of
the meeting.
We said we only had four
hundred dollars left and
this is going to cost over
six hundred.
Are we all agreed that
we have to look at the
costings again

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Activity 2.1
Read the two case studies. Write down your response to the tasks on the
following page.

Case Study 1: Able Property Management
The administration team at Able Property Management has been working
on a project to standardise all its documentation. A team member came
up with the idea in one of their monthly round table sessions. She argued
that it would make the team and the company look more professional and
save time through having templates on file that they could just fill in with
relevant details. The group agreed that this was a great idea.
With management approval, all five team members met for two hours
every Friday morning for one month to develop their strategy, review
progress, troubleshoot problems and hurdles and allocate tasks for the next
stage. At the beginning of the project, they asked a colleague to facilitate
a team-building session to help them identify everyones strengths and
weaknesses, likes and dislikes and they accounted for these when allocating
responsibilities.
They have nearly finished the project and are planning to present it at a
staff meeting in two weeks time. They have continued their round table
sessions while undertaking this work and are in the planning stage of their
next project, developing a Frequently Asked Questions page for the company
website.

Case Study 2: Smith, Jones and Black Accountants
The members of the administration team at Smith, Jones and Black
Accountants always seem to feel there are not enough hours in the day. They
are so busy just trying to keep up with their work that there is no time for
any kind of meeting.
Because they have an open-plan office and discussions can be distracting to
others, conversations are not encouraged. Because the workers all work on
different accounts, the owners of the company dont really see a reason for
calling meetings.
They are generally happy with the teams work and although turnover is
quite high (three administration members have left in the last two months)
it is usually quite easy to find replacements.

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Now complete the following questions.
1. Compare and contrast the teams in case study 1 and case study 2 in relation
to how each team is supporting innovation. Describe in your own words the
team dynamic in each case, and which skills for successful teamwork they
are demonstrating.

2. What is their relative capacity for innovation and their likelihood of success
as an innovative team

3. What are the implications of this for the future viability of each team and
each team members success

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Element 2: Organise and Agree Effective Ways of Working
For a team to be successful, it is important to establish and agree on how the
team will operate and ways of working. Establishing ground rules can ensure
that everyone is aware of the way the team needs to work. The ground rules
should include some of the following:
ff boundaries or lack of boundaries for team activities and ideas
ff confidentiality
ff copyright, moral rights or intellectual property
ff regularity of communication
ff key roles and responsibilities
ff time lines
ff ways of communicating

Characteristics of an Effective Team
ff
ff
ff
ff
ff
ff
ff
ff
ff

Team is clear about goals and establishes targets
Team member roles are defined
Team leader has good people skills and is committed to team approach
Each team member is willing to contribute
Team develops a relaxed climate for communication
Team members develop a mutual and equal trust
Team and individuals are prepared to take risks
High level of interdependence among team members
Team members know how to examine team and individual errors without
personal attacks
ff Team has capacity to create new ideas and implement
ff Each team member knows he can influence the team agenda

Task and Activities
Tasks and activities should be allocated to ensure the best use of each team
members skills and abilities. Utilising these skills and abilities in the most
efficient manner leads to productivity and cooperation.

Planning
People in general need time to think and absorb what is going on around them.
Team activities, tasks and objectives need to be scheduled allowing time for
teams to discuss, collaborate and analyse. If teams are not given sufficient time
for planning and discussion, the outcome of the teamwork may not be what the
organisation was hoping for.
Negative results contradicts the freedom to affect the team taking risks.

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Team Building
Everyone needs motivation from time to time in their working lives and all teams
need encouragement to succeed.
Encouragement and rewards can motivate a team to perform at higher levels
than they would otherwise without any encouragement. Team building activities
encourage team members to participate with one another and it builds trust
within the team.
Team based innovation may be encouraged through:
ff accessing training and learning opportunities
ff enough but not too much guidance and structure
ff equitable sharing of workload
ff follow-through with ideas
ff supportive communication

https://www.google.com.au/searchq=team+building&biw=1536&bih=726&source=lnms&tbm=isc

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Activity 2.2
Read the two case studies on page 27, (CASE STUDY 1: ABLE PROPERTY
MANAGEMENT, CASE STUDY 2: SMITH, JONES AND BLACK ACCOUNTANTS).

Write down your response to the tasks on the space provided.
1. What are some characteristics of an efficient team

2. Why is it important to establish ground rules for teamwork

3. Give an example of how you can allocate a task suited to a team members
ability.

4. What can be regarded as a team building activity

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Element 3: Support and Guide Colleagues
It is possible to harness peoples capacity to think and act innovatively by
providing them with opportunities to learn and practise the behaviours that
characterise and support innovation. Guidance and coaching may include:
ff Leading by example
ff Providing encouragement
ff Providing feedback
ff Teaching and promoting problem-solving skills
ff Teaching innovative and creative thinking methods
This may mean something as simple as sending someone to a course that
develops their problem-solving skills and encourages the capacity for lateral
thinking both skills that innovators tend to have. Or it may be possible to attach
a person with good ideas to a team that can support them in putting those ideas
into practical and applicable formats.
Some of the most valuable learning that encourages an innovative approach
takes place in environments where risk-taking behaviour is encouraged. Simple
things like:
ff acknowledgement of the source of an idea,
ff providing feedback on how a new idea or practice is working and
ff celebrating the benefits that come from implementing a new idea
are all part of building an innovation-friendly culture and providing guidance
and support.

External Stimuli
External stimuli such as seminars, team activities and conferences can support
and help the innovative and creative ideas to flow. Most people think and
perform better after having a mental and physical break from everyday tasks.
Some of the following can also be considered sources of external stimuli and
ideas:
ff Australia or overseas
ff colleagues outside of the team
ff family and friends
ff internet
ff journals
ff networks or technical experts
ff other organisations

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Sharing Knowledge and Information
Learning from the past is a vital tool for teamwork. Encouraging team members
to share their experiences and knowledge can provide information on a better
way of accomplishing something or providing a different perspective on an old
idea.

Challenge and Test Ideas
A team functions better when they are made to think. Challenging their ideas in
a positive manner can improve their performance or provide enough motivation
for the team to strive better. A team that believes that they know everything
will become complacent over time and will lose motivation to give it their best.
Periodically challenging them and testing their ideas will give the team the
competitive drive that is required for humans in general to try harder.

Discuss and Explore Ideas
New injection of ideas is always positive for an organisation. Continually
discussing and exploring ideas with teams gives the team the motivation and
encouragement to be innovative and promotes innovative thinking. For new and
creative ideas to occur an environment of creativity must be provided.

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Activity 2.3
Complete the following multiple choice questions:
1. Which of the following is not a good reason for change
a.
b.
c.
d.

The competitor is producing goods of as good a quality or cheaper.
New technology that will improve output is now available.
The manager feels the team is becoming complacent
Customer sales of an item are starting to decrease.

2. Which of the following is not a good way of promoting innovation
a.
b.
c.
d.

Welcoming new ideas.
Recognising good performance and the contribution of ideas.
Permitting interaction between work groups.
Limiting access to managers so they can concentrate on the work at
hand.

3. Which of the following is an idea from outside the normal work
environment
a.
b.
c.
d.

A supplier suggests a better product for packaging goods.
A team member suggests a change of procedure.
The accountant suggests a saving by changing suppliers.
The engineer comes up with a way to improve a process.

4. Which is not necessary Changes need to be:
a.
b.
c.
d.

Relevant
Risk Free
Cost Effective
Realistic

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Element 4: Reflect on How the Team is Working
Despite the promise of teams and the exceptional performance reported
by some organisations, many work teams do not prove to be as effective
as companies expect. Teams often get off to a promising start with lots of
fanfare and hopes, but a variety of factors intercede. Research shows that
companies in the early stages of team development and quality programs
have had more support from managers and employees than companies
some 18 months or two years further along.
https://monkessays.com/write-my-essay/highbeam.com/doc/1P3-51699111.html

Reflection
Teams should be de-briefed at the end of a project or completion of a task and
given the opportunity to reflect on the teamwork process. This process allows
teams to reflect on how tasks could have been performed better and what
opportunities they had for improvement. Such information can help teams to
plan and work better on the next project or task.

Gather Feedback
To assess the effectiveness of a team, feedback should be considered from both
internal and external sources. The team itself can provide a lot of information;
however feedback from outside sources can provide unbiased feedback on the
effectiveness of the team. Information sources such as customers and clients
can provide valuable insights for the team to discuss and consider.

Challenges of Being Innovative
The challenges and issues faced by teams during the innovation process
needs to be discussed and addressed in a constructive manner. Some of the
challenges and issues faced by innovative teams may be:
ff Budgetary and or organisational constraints
ff Lack of support from management and other staff
ff Team members did not equally contribute
ff Lack of resources
ff Time pressures

Ideas for Improvement
Ideas and feedback gathered during all of the feedback sessions should be
incorporated into future projects for improvement. There is no point in collecting
feedback for improvement purposes and not utilising them.

Promote and Celebrate Success
The successful outcomes of effective teamwork should be promoted and
celebrated. By celebrating and promoting teamwork, teams will be motivated to
achieve their goals. It would be also hoped that such success would encourage
teams to become more innovative.

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Activity 2.4
Answer True or False to the following questions;
1. Creativity and innovation are the same thing.
True

False

2. Creativity occurs when an organisation encourages exploration.
True

False

3. What competitors do is often a motivation for innovation and change.
True

False

4. Only those directly affected by a problem or need should participate in the
creation of ideas.
True

False

5. Creating ideas and being part of the change process is part of the job and
doesnt require any further recognition.
True

False

6. Outside information can provide a source of alternative approaches or
technologies that may be advantageous to an organisation.
True

False

7. Feedback is not important to getting results within a team.
True

False

8. Innovative ideas mean change.
True

False

9. Innovation and change must be realistic and relevant to the organisation.
True

False

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

APPENDIX 1 GLOSSARY
Active listening Focus of attention
on what is being said rather than
forming an opinion. When the speaker
is finished you should be able to
summarise what has been said.
Attitudes Attitudes are relatively
lasting organisations of beliefs which
make you tend to respond to things in
particular ways.
Behaviour What people actually do as
opposed to what they say they do.
Beliefs Beliefs represent what you
agree with and what you usually think
is true. Some things you believe to be
absolutely true, some you believe to be
probably true, some you are not sure
about, and some you think are false,
probably or absolutely.
Creativity Creativity is a mental
process involving the discovery of new
ideas or concepts, or new associations
of the existing ideas or concepts,
fuelled by the process of either
conscious or unconscious insight.
Credibility Degree to which a
communicator or communication is
believed by the recipient. Credibility
is particularly important when the
message to be conveyed varies
substantially from the recipients
current beliefs or attitudes. The
credibility of such a message
will be increased if delivered by
a communicator who is expert,
trustworthy, and appealing. A message
may be credible if only two of the
three criteria for the communicator
are met, provided the two criteria
hold dominance in that context.
For example, many voters will take
political advice from a celebrity who is
considered trustworthy and appealing
despite the celebritys lack of political
expertise, but they would probably not
take medical advice from that celebrity.

Complacent content with average
performance
Comprehend to understand or grasp
something
Culture An integrated pattern
of human knowledge, belief, and
behaviour that depends upon the
capacity for symbolic thought and
social learning. The set of shared
attitudes, values, goals, and practices
that characterises an institution,
organisation or group
Disability Any restriction or lack
(resulting from an impairment) of ability
to perform an activity in the manner or
within the range considered normal for
a human being.
Discrimination A sociological term
referring to the treatment taken
toward or against a person of a certain
group in consideration based solely
on class or category. Discrimination
is the actual behaviour towards
another group. It involves excluding or
restricting members of one group from
opportunities that are available to other
groups Discriminatory behaviours take
many forms, but they all involve some
form of exclusion or rejection.
Diversity Workplace diversity refers
to the variety of differences between
people in an organisation. That sounds
simple, but diversity encompasses race,
gender, ethnic group, age, personality,
cognitive style, tenure, organisational
function, education, background and
more. Diversity not only involves how
people perceive themselves, but how
they perceive others. Those perceptions
affect their interactions.
Humour expression of something
funny or appreciating something funny
Innovation The term innovation refers
to a new way of doing something. It
may refer to incremental, radical, and

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

revolutionary changes in thinking,
products, processes, or organisations.
Invention A distinction is typically
made between invention, an idea made
manifest, and innovation, ideas applied
successfully.
Legislative requirements A set
of rules or principles dealing with a
specific area of a legal system: tax
law; criminal law. A piece of enacted
legislation.
Non verbal communication (NVC)
Communication without using words.
The use of gesture, movement, posture,
sounds, facial expression.
Permeate to spread or flow through
Policy Formal document outlining
the ways in which an organisation
intends to conduct its affairs and act
in specific circumstances. Policy as
a set of decisions which are oriented
towards a long-term purpose or to a
particular problem. Such decisions
by governments are often embodied
in legislation and usually apply to a
country as a whole rather than to one
part of it.
Prejudice A prejudgment of a person
or situation before the facts are known.
Protocol A code of correct conduct.
The code of ceremonial forms and
courtesies, of precedence, etc.
accepted as proper and correct in
official dealings, as between heads of
states or diplomatic officials
Rights Rights that belong to an

individual as a consequence of
being human. As understood today,
human rights refer to a wide variety
of values and capabilities reflecting
the diversity of human circumstances
and history. They are conceived of as
universal, applying to all human beings
everywhere, and as fundamental,
referring to essential or basic human
needs.
Simulation the imitation of some
real thing, state of affairs, or process.
The act of simulating something
generally entails representing certain
key characteristics or behaviours of a
selected physical or abstract system.
Stereotype qualities or
characteristics assigned to a group of
people
Structure The way something is
(built) put together. The relationships
between the parts.
Unique one of a kind
Verbal communication Using words
to communicate.
Values Values are fairly enduring
concepts about the nature of good and
bad, of the relative worth you attribute
to the things, people, and events of your
lives. They also provide people with a
guidance system, which is supposed
to enable them to choose the right
alternative when several courses of
action are possible.

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

APPENDIX 2 REFERENCES
About.Com
http://humanresources.about.com/od/
teambuilding/f/team_stages.htm

Aspire Learner Guide, (2010), Chapter
1 Recognising Individual Differences
and Responding Appropriately, Aspire
Training & Consulting
Australian Public Service Commission
Business Dictionary.Com
https://monkessays.com/write-my-essay/businessdictionary.com/
definition/teamwork.html,

viewed 11 February, 2015

The Role of the Creative Outlook
In Team Building. Adams, John
D., in Team Building, edited by W.
Brendan Reddy with Kaleel Jamison,
98-106. Virginia: Institute for Applied
Behavioural Science and San Diego,
California: University Associates, Inc.,
1988
Tools@work. Nine ways to evaluate
the effectiveness of your team-based
organisation.
Journal for Quality and Participation,
The, Mar/Apr 2000 by Green, Fess B,
Henderson, Dale.
Making Multicultural Australia
https://monkessays.com/write-my-essay/multiculturalaustralia.edu.au/
hotwords/unpack/Positive.Discrimination,

viewed 11 February, 2015
Wikipedia

http://en.wikipedia.org/wiki/Teamwork,

viewed 11 February, 2015

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

APPENDIX 3 CASE STUDY
Australia Post The Strength Within

Australia Post
The Strength Within
The Initiative:
Language Helpance at Shared
Services Division
Australia Posts Shared Services

Their solution came from the most

Division (SSD) was established in

obvious, but last looked at, place –

1999 with a centralised Call Centre

their own extremely diverse

as a phone link to help staff with

workforce! Drawing on their diverse

questions about employment

workforce, employing a

related matters such as pay, leave

comprehensive communication

and other entitlements. As such

strategy and listening to staff

questions had been answered

feedback produced amazing results

locally in the past, Australia Post

for the new initiative.

Above: Dante Ramos – Language

determined that its employees from

The SSD Call Centre is able to

Help staff member SSD Call

Culturally and Linguistically Diverse

respond to calls in 20 different

Centre.

Backgrounds (CALD) should not be

languages.

Bottom left: SSD Call Centre staff

disadvantaged by the new system.

provide Australia Post staff with
information in regard to employee
entitlements.
Bottom right: Erlinda Diaz Language Help staff member SSD
Call Centre.

The Strength Within
After experiencing initial difficulty with

support from Management, the SSD Call

external and expensive interpreter

Centre was able to provide an enhanced

services, Australia Post decided to look

service to Australia Posts 7000 strong

within its own CALD workforce. With 121

CALD workforce.

ethnicities represented in the SSD, a call
to provide Language Help was met
with enthusiasm by staff.

As an added bonus, very little training or
change in the organisations infrastructure
was required to implement this process.

With an extensive communication strategy

This brought significant savings to

that included everything from e-mails to a

Australia Post.

flyer in staff payslips, together with strong

14.

Diversity@work Australia Inc.

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

Five Years Later – The Results Are Clear
Staff feel more comfortable speaking
about sensitive issues such as pay in
their community language.

Employees feel recognised and

Increased staff morale
Appreciation and utilisation of the
strengths already present in the
workforce.

appreciated by the process.

Drawing on their

diverse workforce,

Cost savings to Australia Post
Benchmarks were set in the
organisation about multilingual
communication

employing a
comprehensive
communication
strategy and

The Future

listening to staff
feedback
produced amazing

results for the new

The Shared Services Division continues to

Future Contact – Debra Dodgson

exemplify the benefits of diversity at work

National Manager Workforce Diversity

and will continue its good work, providing

Ph (03) 9204 7434

a blueprint for other departments in the

debra.dodgson@auspost.com.au

organisation.

Diversity Means Business

WORKBOOK | 2015 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE
BSB30112 & BSB30115 CERTIFICATE III IN BUSINESS | ADVANCED TEAM WORK_5.0

15.

People from Culturally
and Linguistically
Diverse Backgrounds

initiative.

BSB30115 Certificate III in Business
6 subjects
1. Basic Bookkeeping
2. Advanced Teamwork
3. Customer Service
4. Effective Writing
5. Fundamentals of WHS
6. Resource Management

APC also offers the following courses:

f BSB20115 Certificate II in Business
f BSB30115 Certificate III in Business
f BSB51107 Diploma of Management
f BSB60407 Advanced Diploma of Management
f BSB41315 Certificate IV in Marketing
f BSB51215 Diploma of Marketing
f BSB60515 Advanced Diploma of Marketing
f FNS40611 Certificate IV in Accounting
f FNS50210 Diploma of Accounting
f FNS60210 Advanced Diploma of Accounting
f ICA50815

Diploma of Systems Analysis and Design

f SIT30713
f SIT50313

Certificate III in Hospitality
Diploma of Hospitality

f SIT31312
f SIT50112

Certificate III in Travel
Diploma of Travel and Tourism

f 10005NAT Certificate IV in Communicative TESOL
For further information on APC courses please see Student Services, email info@apc.edu.au with
your enquiry, or visit our website at www.apc.edu.au

2015 Australian Pacific College
Head Office:
Lower Ground, 189 Kent Street
Kent St Campus (CBD)
Sydney NSW 2000
P (61 2) 9251 7000
F (61 2) 9251 7575
Web: www.apc.edu.au

Order | Check Discount

Tags: AI Plagiarism free essay writing tool, Australian best tutors, best trans tutors, buy essay uk, cheap dissertation writer

Assignment Help For You!

Special Offer! Get 15-30% Off on Each Order!

Why Seek Our Custom Writing Services

Every Student Wants Quality and That’s What We Deliver

Graduate Essay Writers

Only the most qualified writers are selected to be a part of our research and editorial team, with each possessing specialized knowledge in specific subjects and a background in academic writing.

Affordable Prices

Our prices strike the perfect balance between affordability and quality. We offer student-friendly rates that are competitive within the industry, without compromising on our high writing service standards.

100% Plagiarism-Free

No AI/chatgpt use. We write all our papers from scratch thus 0% similarity index. We scan every final draft before submitting it to a customer.

How it works

When you decide to place an order with Nursing.StudyBay, here is what happens:

Calculate Your Order Check Prices

Fill the Order Form

You will complete our order form, filling in all of the fields and giving us as much guidelines - instruction details as possible.

Assignment of Writer

We assess your order and pair it with a skilled writer who possesses the specific qualifications for that subject. They then start the research/writing from scratch.

Order in Progress and Delivery

You and the assigned expert writer have direct communication throughout the process. Upon receiving the final draft, you can either approve it or request revisions.

Giving us Feedback (and other options)

We seek to understand your experience. You can also review testimonials from other clients, from where you can select your preferred professional writer to assist with your homework assignments.

Expert paper writers are just a few clicks away

Place an order in 3 easy steps. Takes less than 5 mins.

Calculate the price of your order

Type of paper needed:

Pages:

You will get a personal manager and a discount.

Academic level:

We'll send you the first draft for approval by at

Total price:

$0.00

Order For Custom Writing, Similar Answers & Assignment Help Services

Unit IV Article Review /Could you be pushed to commit a horrific crime

Sample Homework Assignments & Research Topics

Assignment Help For You!

Why Seek Our Custom Writing Services

Graduate Essay Writers

Affordable Prices

100% Plagiarism-Free

How it works

Fill the Order Form

Assignment of Writer

Order in Progress and Delivery

Giving us Feedback (and other options)

Expert paper writers are just a few clicks away

Calculate the price of your order