Course Title: Implement effective workplace relationships

Part B: Course Detail

Teaching Period: Term2 2009

Course Code: EMPL5408C

Course Title: Implement effective workplace relationships

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C4207 - Certificate IV in Optical Dispensing

Course Contact: Timothy Haigh

Course Contact Phone: +61 3 9925 4846

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 50

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Pre-requisites and Co-requisites


Course Description

This unit specifies the outcomes required to collect, analyse and communicate information and to use that information to develop and maintain effective working relationships and networks, with particular regard to communication and representation.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBFLM403B Implement effective workplace relationships


Collect, analyse and communicate information and ideas

Performance Criteria:

1.1    Relevant information is collected from appropriate sources, analysed and shared with the work team to improve work performance
1.2    Ideas and information are communicated in a manner which is appropriate and sensitive to the cultural and social diversity of the audience and any special needs
1.3    Consultation processes are implemented to encourage employees to contribute to issues related to their work, and feedback in regard to outcomes is promptly relayed to the work team
1.4    Contributions from internal and external sources are sought and valued in developing and refining new ideas and approaches
1.5    Processes are implemented to ensure that issues raised are resolved promptly or referred to relevant personnel as required


Develop and maintain networks and relationships

Performance Criteria:

2.1    All internal and external contacts are treated with integrity, respect and empathy
2.2    The organisation's social, ethical and business standards are used to develop and maintain effective relationships
2.3    Trust and confidence of colleagues, customers and suppliers is gained and maintained through competent performance
2.4    Interpersonal styles and methods are adjusted to meet the organisation's social and cultural environment
2.5    Other members of the work team are encouraged to follow examples set, according to organisation's policies and procedures


Develop trust and confidence

Performance Criteria:

3.1    Networks are used to identify and build relationships
3.2    Networks and other work relationships are used to provide identifiable benefits for the team and organisation


Manage difficulties into positive outcomes

Performance Criteria:

4.1    Difficulties are identified and analysed, and action is taken to rectify the situation within the requirements of the organisation and relevant legislation
4.2    Colleagues are guided and supported to resolve work difficulties
4.3    Workplace outcomes are regularly reviewed and improved in consultation with relevant personnel
4.4    Poor work performance is managed within the organisation's processes
4.5    Conflict is managed constructively within the organisation's processes

Learning Outcomes

Details of Learning Activities

1: Read each topic in the Learner Guide.  Upon completion of each topic, complete the self-assessment checklist from the Learner Guide.  Once you have done this, progress to the next topic.
2:  Complete the self-assessment quiz.  Please note, this is not an assessment task.  The self-assessment will check your level of understanding of the unit and provide you with feedback.
3: Refer to the Learning and Assessment Guide (LAG) items 5 and 7.  Familiarise yourself with the content.

Teaching Schedule

Topic 1: Collect, analyse, and communicate information and ideas
Topic 2: Develop trust and confidence
Topic 3: Develop and maintain networks and relationships
Topic 4: Manage difficulties into positive outcomes

Learning Resources

Prescribed Texts


Other Resources

1. Learner Guide BSBFLM403B
2. Learning and Assessment Guide – Year 1

Overview of Assessment

Assessment may consist of examinations, quizzes, practical demonstration, work based assessment or simulation, submission of your learning and assessment guide and assignments.

Assessment Tasks

Before attempting any of the below assessment tasks ensure that you agree with all self-assessment checklists in the Learner Guide and that you have completed the online self-assessment quiz.

1.  Complete the online test titled BSBFLM403B.  This test consists of completing a series of 10 online questions.  These questions may consist of true or false, multiple choice, short answer questions etc.  In order to pass you need to answer seven or more correct (7 out of 10).  You must pass this prior to completing assessment task 2.

2.  Refer to your learning and assessment guide (LAG) and carefully read items 5 and 7.  An RMIT University assessor will assess you on items 5 and 7 during a work-based assessment and during your compulsory attendance at blocks in year one.  In addition your assessor will include a range of verbal questions to ask during these assessments.  In addition an RMIT University assessor may talk to your employer.

3.  At the end of the semester you will be required to complete a 60-minute online examination on the Learning Hub, which will be posted online for one week (you will be notified shortly).  Please note that this examination will cover HLTHIR301A, HLTOHS300A, HLTOPD401A, BSBCMN302A, BSBFLM403B and HLTOPD407A and you will only be allowed to attempt it once.  This examination will include short answers, true or false, multiple-choice, equations and other types of questions.  You will know at the end of this test if you have passed.  The pass mark is 70%.  

Please note that you will need to demonstrate competency in all 3 of these assessment tasks in order to achieve competency for this unit.

Assessment Matrix

Course Overview: Access Course Overview