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BSBCRT611 Complex Problem Solving

Assessment Task 1

Written questions

Question 1

(1.1). the policy and framework for disabled persons in the workplace are:

They have the right to work equally

The right of getting equal opportunities and favourable conditions for doing work

Disabled persons will also get equal access to technical as well as vocational training

(1.2)  the organization policy or procedure that applies to the workplace for a disabled person are:

Disabled people should get equal opportunities for promotion in the workplace.

Disabled people will get according to the strengths that they possess and giving them a comfortable environment so that can work efficiently.

Question 2

(2.1)  firstly you should find out the issue and then research about issue and causes of that issue and determine the solution best suitable for the issue, present the solution to your colleagues and take feedback from them and then analyze feedback and make changes accordingly.


Mind mapping: it is a technique in which a person makes a diagram of all task, concepts, and related ideas which is all around his one their central idea or theme.

The six thinking hats are techniques that help in boosting the critical thinking of a person these hats are logic, emotion, caution, optimization, creativity, and control.

Question 3

(3.1)  5 advantages of team problem-solving in the development of solutions are

Creative ideas of different people

Better risk handling

Better communication

Workload will get distributed among members

Better feedback on the solution

(3.2) 3 disadvantages of team problem-solving in the development of solutions are

Different approaches to problems among the members on which they do not get convinced

Unequal participation of team members

Question 4

(4.1) Basic steps in decision-making processes are:

Firstly whether the decision you are making is needed or not

Then before applying the decision thinks about possible outcomes because of the decision

Always makes decisions that minimize the risk for you as well as for others.


A decision tree is a model in which we visualize the possible outcomes and consequences from which we can create alternative ideas of creating and analyzing the decision without risk or less risk.

Decision tree analysis is an identifying process of finding out the risk factors and problems in decisions and finding out alternative and better decisions.


Bounded rationality: it is the barrier of humans because we are bounded by our thinking and limited source of information which sometimes leads to the satisfactory decision not best.

Escalation of commitment: it is a great barrier because sometimes we do not move on from our past decisions and we try to self justifies which leads to barriers in decision making.

Question 5

Desktop research: – it is a way of research for identifying issues in this method we try to find issues from our data that is already present in this no new data is collected for finding issues we use existing data which was collected to make our research effective.

Stack consulting:- it is the way of finding issues in which stack holding is a mutual relationship for their benefits

Question 6

(6.1) An organizational requirement is nothing but plans or goals that the organization wants to achieve in the future. The vision and also priorities of an organization are requirements.

(6.2) the organizational requirements for development are the effective ways in which an organization develops as a whole so it is important to manage the organization’s goal and vision and always take feedback on how it is working and manage the negatives and work on them in a positive attitude.

(6.3) The structure of development should be simple always focus on the vision that we set for the organization and take feedback at regular intervals so the faults can be managed properly and efficiently.

Question 7

(7.1)  the purpose of the approval process is important because this helps in identifying the errors for all before they start their work and can do work or tasks inefficiently way.

(7.2)  the development of the approval process should start with assigning approvers who have a right of approving work and rejecting it according to individual performance and then submitting the work to the final approver after improvement from approvers then you can publish that work.


Assessment Task 2


Implementation of project

For implementing the project, the organization has to follow the set process and the required legal formalities. There will be a clear identification of the task which needs to be implemented. The scope of the process of problem-solving will be determined Identification of complex issues according to the prevailing job role and then consulting it with the relevant stakeholders. Documentation of task objectives and the risk involved in it Then, research the required legal framework and work according to mitigate any future contingencies. Calculation of required sources will be done and presenting them in front of the stakeholders. Leading solution development process regarding the issue identified. An ideation session will be conducted with the said stakeholders. By using critical thinking and brainstorming approaches, an evaluation of formulated solution will be done for checking the advantages and limitations of the proposed solution. After that, there comes a process of decision-making in which the ideal solution for the issue will be selected (Theobald et al., 2018). The same will be proposed in the brief for presenting it to the relevant stakeholders Developing the feedback by registering them into the feedback register and maintaining it systematically for further use of the organization Refining of the proposal which was based on the registered feedback. At last, seeking approval from the required authorities for implementing the solution In this way, the implementation of the project will be done. The whole process will be done systematically by consulting the relevant stakeholders. Communicating with the employees of the organization time and providing the necessary details. Proper management will be made for the given project and for resolving the issues. It is important to separate the facts from the opinions. Determination of process should be done wherever the existence of issue is found analyzing the procedures and policies of the organization. Discussing it with the team members and whoever is involved in gathering information. Defining the problem in specific terms Gathering all the required information for solving the problem (Cletus et al., 2018)


Training program

For conducting the training program it is important to keep the following things in mind-

Getting employees on board- before getting into the issue, it is important to confront the problem first. It is important to remind the employees that, the most significant thing here to assess will be the ability to solve the problem, and by confronting the issue they will understand it from within which will aid in sharpening their problem-solving skills. Their process of observation will become more prominent and they can work even more effectively.

Training employees to be alert for ancillary skills- it should be taught that focusing on personal growth is the key to enhancing the skills of an individual. The person should be creative, knows how to communicate, and should possess the curiosity to get involved in the task. The employees should reflect a feeling of coordination and collaboration in order to work in a team. The employee should be persistent and attentive in any case.

Providing practical approaches while providing training- by using real-life problems and considering real-life examples would be perfect to train the employees. Defining the problem clearly and going into depth about it. Budging the employees for exploring the given alternative and not just sticking to a set process.

Simplifying the process- the problem should always be divided into five steps for getting a simplified solution. First of all, there should be proper identification by structuring the whole issue, then brainstorming the possible solutions for the problem, making a decision, implementing it, and at last monitoring the outcome.

Role play

WHS officer- good morning all of you

Team members – good morning sir

WHS officer- I hope you all are doing well we are gathered here to discuss the solution to complex issues that arose in the workplace.

Team members – what are complex issues?

WHS officer- some of the complexities at work includes gross misconduct, like harassment or getting into the workplace drunk. The resolution will be depending upon the type of issue we are facing. Every type of issue will need a different approach.

Team members – how can we resolve these types of issues?

WHS officer- we will go deep into the problem for identifying the main issue. Analyze it and communicate the issue with the relevant parties involved. A discussion will be conducted for resolving the issue. Brainstorming techniques will be taken into consideration for finding a viable solution to the problem. Again, consulting it with the relevant stakeholders and making the final decision. Then, implementing the solution and getting the outcomes.

Team members- what are our job responsibilities?

WHS officer- my job responsibility is to manage the whole process of implementation of this project from identification of the issue to resolving and implementing it. You all need to understand the problem clearly and the risks involved in it. Do proper research on the legislative requirements for mitigating any future contingency. Calculate the required resources. We want your feedback on the proposal made.

Team members – okay sir, we got the clue about the required subject. We understood all of the details shared by you.

WHS officer- thank you so much for joining me. Mail me if there are any further queries.

Team members- we will, thank you, sir.


Manager- good morning all of you.

Team members- good morning sir.

Manager- I hope you all are doing good. I would like to tell you that we all are gathered here to talk about the job responsibilities each individual possesses. As we are working on the given project I am here to assign you your responsibilities.

Team members- what will be our responsibilities?

Manager- you all are being assigned for completing this project. No doubt, I will be assisting you wherever you need me in any of the given tasks. I will provide you with all the required details and information about your roles and responsibilities.

Team members- who will supervise us?

Manager- I will be there at each stage for supervising you all. It would be my responsibility for assisting you in each task. Along with that, I will check your overall performance and will provide you with the necessary feedback which you all have to take seriously. I want you all to share your respective idea on the project implementation.

Team members- okay sir; we will make sure to make the project work. The complex issues could be resolved by taking proper actions and making the management a little more strict by imposing penalties and a set of rules.

Manager – okay, we will consider your thoughtful approach. thank you so much for being a part of the discussion.

Team members- welcome sir, thank you for inviting us.

Activity 1

Scope problem-solving process

Template 1

Scope problem-solving process
The complex issue for resolution
Complex issues are those which we face in our day-to-day life which has multiple solutions, we face some of them in the workplace. For resolving these issues it is important to keep your eye open and make sure to complain about the same. The issues identified in the workplace are gross misconduct, using slang/ informal/abusive language during working hours, arriving office drunk, etc.
Tasks objectives and risks involved in pursuing the identified issue
There are five core steps within the risk identification and management process. These steps include risk identification, risk analysis, risk evaluation, risk treatment, and risk monitoring

There are five methods for the identification of risk and the management process. They are risk identification, risk monitoring, evaluation of risk, analyzing risk, and risk treatment. Here the objective of the task is to resolve the complex issues present in the organization. the risks involved are workplace bullying, violence, stress, fatigue, harassment, depression, anxiety, and occupational violence. Some of the employees might get affected a lot and there could be a possibility of miscommunication of information.

Legislative framework and organizational policy or procedures applicable to the identified issue
Legislative frameworks and the policies used in an organization that are taken into consideration are-

Management of employee performance and discipline.

Work health and safety.

Following government norms, rules, and regulations imposed by them.

Abandon the use of drugs and alcohol.

Unnecessary use of social media.


Equal employment opportunity for all.

Using the company’s property accordingly.

Occupational health and safety factors.


Resources required for the solution development process
The resources needed for solving the development process include land, human resources, good communication facilities, fixed place and property, raw materials, labor, capital, education, market, power sources, finances, commerce, infrastructure, etc.

Proper management and implementation will be the essence of the project.


Activity 2

The lead solution development process

Part A

Ideation session

Under the ideation session, the following points will be taken into consideration for resolving the issue-

Ask the right question by innovating a strong focus on your audience, their requirements, and your thoughts and opinions about the concern.

Thinking beyond the obvious solution and enhancing the thought process. Getting feedback and ideas from the employees will help you out. It will help in getting a potential outcome.

Bringing everyone’s perspective together will aid in the strengthening of your team

There should be transparency in the discussion and uncovering the unexpected innovation areas.

Creating a good volume and variety in your options of innovations.

Getting obvious solutions out of your mind and trying to drive your team beyond that (Knight et al., 2019).

Outcomes of the ideation session

Outcomes of the ideation session
Ideas or solutions discussed to resolve the complex workplace issue
Making separate management for complex issues

Employees should communicate with the management as soon as possible if they face any issues.

The name of the employee will be kept confidential so that they feel free to share their problems.

Advantages or limitations of formulated solutions or ideas
Advantages- 1. proper management

Employees will be able to organize their time efficiently and effectively.

They will learn to prioritize their work and will get to know how to plan, and execute the strategies.

Potential to think outside the box.

Developing abilities for addressing risks.

Employees will understand how to work under pressure.

It aids employees in understanding interdependency.

It allows employees in implementing required adjustments.

Limitations- 1. Management may become stringent which can affect the culture of the organization.

Employees may feel bounded and restricted.

Lack of communication

Most viable solution and basis for selection
Making separate management for such complex issues. If any of the employees face any of the issues they will report to the management as soon as possible and corrective measures and actions will be taken promptly for the same.
What decision-making processes were used to select the most viable solution?
Brainstorming and critical thinking aid in making the team select the most suitable solution for the issue stated.
How did you ensure that you articulate ideas and requirements clearly and persuasively using techniques appropriate to the audience and environment?
By conducting an inclusive meeting, under which every member of the team feels free to share their respective ideas and opinions.
What questioning and listening skills do you apply to elicit the views and opinions of others?
Letting everyone speak first and listening to them patiently will help the process. It aids in promoting the willingness to communicate. By avoiding interruptions and pre-judging. Considering the opinions and ideas of every employee at the same time and making them feel valued. This makes them more involved in the discussion and they will feel free to share their different ideas (Kane et al.,2021).



Part B

Brief on the proposed solution

For resolving complex issues in the workplace. A project has been madde for implementing the resolution process for the said concern.
Main body
1. Identify the problem

It is important to get into the problem from within and analyze it carefully for understanding it. A single issue can cause many problems. So, it should be mandatory to first identify the issue and its root cause of it. One should try to think about the people who get affected by the problem by listening and observing them.

2. Identification of alternative solutions.

There is a need of brainstorming all of the possible solutions for resolving the concerned issue. Asking for feedback and opinions from everyone who is affected by the problem will give a very apt solution to the problem. Surveys and research can also be used for generating new ideas.

3. Evaluating solutions.

After listing all the available alternatives, there comes the process of evaluation. It can be done by assessing the positive and negative consequences of each available option which were defined in the previous step. Analyzing and comparing all of them in terms of everything and then proceeding further (Fontana et al., 2015).

Selecting the most solution

After evaluating the solution, it is time to decide the most suitable and apt solution for the said concern. By keeping every factor in mind, the most suitable option will be selected.

5. Implementation of the chosen solution.

After selecting the required option, the next step comes will be the implementation of the solution which can be done by developing an action plan. Defining targets and separating them into measurable goals for monitoring the process of implementation. Defining and setting timelines for it, then communicating the plan to everyone. At last, developing channels of feedback were used during the whole process.

6. Monitoring progress and making adjustments accordingly.

It is very significant to keep an eye on your project and its progress. By continuously measuring it for ensuring that your proposed solution is working. Gathering data and feedback for the same from everyone for determining if the solutions meet your expectations or not (Colbert et al.,2016).

Conclusion/ recommendation
It can be concluded that by proper management and implementation process all the complex issues can be resolved. Different issues may need different approaches but the same method.


Email –

To: manager
Cc: supervisor
Bcc :
Subject: requesting a feedback
Respected sir,

This is to inform you that we have made a proposal plan for the complex issues found in our workplace. We have mentioned every detail of the said resolution. The proposal includes everything from the identification of issues to their implementations. We have also consulted the relevant stakeholders for the same.

Therefore, we would like to request your feedback on the proposal. We have attached the file, kindly go through it.



Activity 3 – refining solution for implementation

Part A- feedback register

Issue no. Description Raised by Action progress notes Status Data resolved
1. Gross misconduct employee Taken into consideration, will implement the resolution soon. Will be implemented soon. The resolution process is on pace.
2. Arriving at the office drunk Manager Strictly prohibited. Implemented. Resolved.
3. Using slang and abusive language Team leader Taking corrective actions. Implemented. Resolving (Phillips,2016).


Part B- refining proposal

The feedback received from the employees, manager, and team leader reflects very serious issues that need to be taken into consideration. These issues can not be neglected. Separate management will be made for resolving these kinds of issues. The gross misconduct under which a case of bullying was informed. We will be forming an anti-bullying team in the office and will start hiring the team for the same. We have got the information about using slang and abusive language on the office premises, it would be announced soon and will be mailed to every employee for that matter. A penalty will be imposed on the person who is found out using abusive language on the premises.. direct termination will be done in case any of the employees arrive at the office drunk. All of the rules will be followed strictly and there will be a gradation in the current plan in which we will include all of these concerns (Bonaccio et al.,2016).

Part C- seeking approval for implementing the solution


To: Manager
Cc :
Bcc :
Subject: to get approval in order to implement the proposed solution.
Respected sir,

This is to inform you that I have checked the whole project and consulted it with the relevant stakeholders. The project was intended to be made for resolving complex issues.  Certain changes were made after getting feedback from you. The proposal is being updated now.

Hereby, I request you to approve the proposal so that we can proceed further and take corrective measures for implementing it. I have attached all the required files and documents. If you have any queries, contact me.






Bonaccio, S., O’Reilly, J., O’Sullivan, S. L., & Chiocchio, F. (2016). Nonverbal behavior and communication in the workplace: A review and an agenda for research. Journal of Management, 42(5), 1044-1074.

Cletus, H. E., Mahmood, N. A., Umar, A., & Ibrahim, A. D. (2018). Prospects and challenges of workplace diversity in modern day organizations: A critical review. HOLISTICA–Journal of Business and Public Administration, 9(2), 35-52.

Colbert, A., Yee, N., & George, G. (2016). The digital workforce and the workplace of the future. Academy of management journal, 59(3), 731-739.

Fontana, R. P., Milligan, C., Littlejohn, A., & Margaryan, A. (2015). Measuring self‐regulated learning in the workplace. International Journal of Training and Development, 19(1), 32-52.

Kane, G. C., Nanda, R., Phillips, A., Copulsky, J., & Thompson, L. (2021). Collaboration, Culture, and Creativity in the New Workplace.

Knight, J., Fitton, D., Phillips, C., & Price, D. (2019). Design thinking for innovation. Stress testing human factors in ideation sessions. The Design Journal, 22(sup1), 1929-1939.

Phillips, J. P. (2016). Workplace violence against health care workers in the United States. New England journal of medicine, 374(17), 1661-1669.

Theobald, S., Brandes, N., Gyapong, M., El-Saharty, S., Proctor, E., Diaz, T., … & Peters, D. H. (2018). Implementation research: new imperatives and opportunities in global health. The Lancet, 392(10160), 2214-2228.