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Assessment Tasks and Instructions
Student Name Student Number Course and Code Unit(s) of Competency and Code(s)SITXCOM005 Manage conflict
Stream/Cluster Trainer/Assessor Assessment for this Unit of Competency/Cluster Details
Assessment 1 Scenarios
Assessment 2 Practical observation
Assessment 3 Assessment conducted in this instance: Assessment 1 FORMCHECKBOX 2 FORMCHECKBOX 3 FORMCHECKBOX Reasonable Adjustment
Has reasonable adjustment been applied to this assessment?
No FORMCHECKBOX No further information required
Yes FORMCHECKBOX Complete 2.
Provide details for the requirements and provisions for adjustment of assessment:
Student to complete
FORMCHECKBOX My assessor has discussed the adjustments with me
FORMCHECKBOX I agree to the adjustments applied to this assessment
Signature Date 2nd Assessor to complete
FORMCHECKBOX I agree the adjustments applied to this assessment are reasonable
Name Signature Date Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess your ability to complete tasks outlined in elements and
performance criteria of this unit in the context of the job role, and:
resolve escalated complaints or disputes with customers in relation to at least three of the following matters:
delays or poor timing of product or service supply
incorrect pricing of product or service
delays or errors in providing product or service
misunderstanding of customer request or communication barrier
problem or fault with product or service
refused entry or ejection from premises
resolve team member disputes in relation to at least two of the following complex matters:
dispute or argument among work colleagues
job duties or rosters
lack of competence
worker mistake
dismissal
cultural misunderstanding
take appropriate action in response to at least two of the following threat or conflict situations:
customer refusing to leave or be pacified
drug or alcohol-affected person
person who appears to be violent or are threatening
people involved in physical violence
person with gun or arms
situation where someone has been or may be hurt
use a range of conflict-resolution techniques and communication skills when seeking to resolve above situations.
Place/Location where assessment will be conducted
SSH to complete
Resource Requirements
Refer to the Assessment conditions attached to the Futura Group Mapping Document located in the teacher support tools folder or the Assessment Conditions for this unit in the SIT 1.0 Training Package.
For the purpose of undertaking the observations below, access to the following resources and conditions must be ensured:
current commercial policies and procedures for complaint, conflict and dispute resolution
internal and external customers and colleagues with whom the individual can interact to resolve conflicts
Instructions for assessment including WHS requirements
The practical assessment for this unit of competency consists of 3 parts, Part A, Part B and Part C.
Part A: You will be observed resolving 3 different escalated complaints or disputes with customers.
Part B: You will be observed resolving 2 different team member disputes.
Part C: You will be observed taking appropriate action in response to at least 2 threat conflict situations
You will be observed completing each of the tasks as detailed below or as defined and instructed by your trainer.
The observation criteria below provide a guideline for criteria relevant for each task.
Statement of Authenticity
FORMCHECKBOX I acknowledge that I understand the requirements to complete the assessment tasks
FORMCHECKBOX The assessment process including the provisions for re-submitting and academic appeals were explained to me and I understand these processes
FORMCHECKBOX I understand the consequences of plagiarism and confirm that this is my own work and I have acknowledged or referenced all sources of information I have used for the purpose of this assessment
Student Signature: Date: / /201
This assessment:
First Attempt FORMCHECKBOX 2nd Attempt FORMCHECKBOX 3nd Attempt FORMCHECKBOX Extension FORMCHECKBOX Date: FORMTEXT / FORMTEXT / FORMTEXT
RESULT OF ASSESSMENT Part A FORMCHECKBOX
Part B FORMCHECKBOX
Part C FORMCHECKBOX Satisfactory FORMCHECKBOX Not Yet Satisfactory FORMCHECKBOX
Satisfactory FORMCHECKBOX Not Yet Satisfactory FORMCHECKBOX
Satisfactory FORMCHECKBOX Not Yet Satisfactory FORMCHECKBOX
Feedback to Student:
Assessor(s) Signature(s): Date: FORMTEXT / FORMTEXT / FORMTEXT
Student Signature Date: FORMTEXT / FORMTEXT / FORMTEXT
Assessment 2
PART A
You will be observed demonstrating how you resolve 3 escalated complaints or disputes (to be selected from the list below/Nature of problem) with customers. When solving the complaints or disputes you are required to apply a range of conflict-resolution techniques and communication skills. The observation criteria below provide an indication of the expected performance requirements.
Instance Date Duration from ... to... Nature of problem (3 must be selected in total for instances 1-3)
Instance 1: FORMCHECKBOX delays or poor timing of product or service supply
FORMCHECKBOX incorrect pricing of product or service
FORMCHECKBOX delays or errors in providing product or service
FORMCHECKBOX misunderstanding of customer request or communication
barrier
FORMCHECKBOX problem or fault with product or service
FORMCHECKBOX refused entry or ejection from premises
Brief Overview of the nature of problem
Work or Service Context: Instance 2: Nature of problem (3 must be selected in total for instances 1-3)
FORMCHECKBOX delays or poor timing of product or service supply
FORMCHECKBOX incorrect pricing of product or service
FORMCHECKBOX delays or errors in providing product or service
FORMCHECKBOX misunderstanding of customer request or communication
barrier
FORMCHECKBOX problem or fault with product or service
FORMCHECKBOX refused entry or ejection from premises
Brief Overview of the matter/problem:
Work or Service Context: Instance 3: Nature of problem (3 must be selected in total for instances 1-3)
FORMCHECKBOX delays or poor timing of product or service supply
FORMCHECKBOX incorrect pricing of product or service
FORMCHECKBOX delays or errors in providing product or service
FORMCHECKBOX misunderstanding of customer request or communication
barrier
FORMCHECKBOX problem or fault with product or service
FORMCHECKBOX refused entry or ejection from premises
Brief Overview of the matter/problem:
Work or Service Context:
Criteria 1.Instance 2.Instance 3.Instance
S NYS S NYS S NYS Comments
Conducts in a friendly manner Communicates in a respectful manner Identifies the issue(s) correctly Remains objective at all times Listens to what the person(s) say(s) Uses empathy where relevant Employs appropriate Questioning techniques to assist in clarification of issues Uses open body language Uses clear language Identifies resources as relevant (e.g. Organisational Policies) Uses resources as relevant: ________________________ Agrees on nature of details: _______________________ Pro-actively seeks a solution within job role/organisational policies/constraints Identifies potential impacts on the business Considers legal implications: _______________________ Implements agreed solution: _______________________ Completes organisational reports as relevant: ________________ Communicates recommendations/ issues with staff or management as relevant: ___________________________ Displays a professional can-do attitude when dealing with customer service issues Pro-actively identifies and deals with issues as these arise add additional criteria as relevant for the type of issue
PART B
You will be observed demonstrating how you resolve 2 team member disputes (to be selected from the list below/Nature of problem) with customers. When solving the complaints or disputes you are required to apply a range of conflict-resolution techniques and communication skills. The observation criteria below provide an indication of the expected performance requirements.
Instance Date Duration from ... to... Matter/problem (2 must be selected in total for instances 1-2)
Instance 1: FORMCHECKBOX dispute or argument among work colleagues
FORMCHECKBOX job duties or rosters
FORMCHECKBOX lack of competence
FORMCHECKBOX worker mistake
FORMCHECKBOX dismissal
FORMCHECKBOX cultural misunderstanding
Brief Overview of the matter/problem:
Work or Service Context: Instance 2: Matter/problem (2 must be selected in total for instances 1-2)
FORMCHECKBOX dispute or argument among work colleagues
FORMCHECKBOX job duties or rosters
FORMCHECKBOX lack of competence
FORMCHECKBOX worker mistake
FORMCHECKBOX dismissal
FORMCHECKBOX cultural misunderstanding
Brief Overview of the matter/problem:
Work or Service Context:
Criteria 1.Instance 2.Instance 3.Instance
S NYS S NYS S NYS Comments
Conducts in a friendly manner Communicates in a respectful manner Identifies the issue(s) correctly Remains objective at all times Listens to what the person(s) say(s) Uses empathy where relevant Employs appropriate Questioning techniques to assist in clarification of issues Uses open body language Uses clear language Identifies resources as relevant: _________________________ Uses resources as relevant: ________________________ Agrees on nature of details: _______________________ Pro-actively seeks a solution within job role/organisational policies/constraints Identifies potential impacts on the business Considers legal implications: _______________________ Implements agreed solution: _______________________ Completes organisational reports as relevant: ________________ Communicates recommendations/ issues with staff or management as relevant: ___________________________ Displays a professional can-do attitude when dealing with customer service issues Pro-actively identifies and deals with issues as these arise add additional criteria as relevant for the type of issue
PART C
You will be observed demonstrating how you take appropriate action during 2 threat or conflict situations. When seeking to solve or manage the relevant situations, you are required to apply a range of conflict-resolution techniques and communication skills. The observation criteria below provide an indication of the expected performance requirements.
Instance Date Duration from ... to... Threat/Conflict (2 must be selected in total for instances 1-2)
Instance 1: FORMCHECKBOX customer refusing to leave or be pacified
FORMCHECKBOX drug or alcohol-affected person
FORMCHECKBOX person who appears to be violent or are threatening
FORMCHECKBOX people involved in physical violence
FORMCHECKBOX person with gun or arms
FORMCHECKBOX situation where someone has been or may be hurt
Brief Overview of the matter/problem:
Work or Service Context: Instance 2: Threat/Conflict (2 must be selected in total for instances 1-2)
FORMCHECKBOX customer refusing to leave or be pacified
FORMCHECKBOX drug or alcohol-affected person
FORMCHECKBOX person who appears to be violent or are threatening
FORMCHECKBOX people involved in physical violence
FORMCHECKBOX person with gun or arms
FORMCHECKBOX situation where someone has been or may be hurt
Brief Overview of the matter/problem:
Work or Service Context:
Criteria 1.Instance 2.Instance 3.Instance
S NYS S NYS S NYS Comments
Conducts in a professional manner Communicates in a respectful manner Identifies the issue(s) correctly Remains objective at all times Listens to what the person(s) say(s) Uses empathy where relevant Employs appropriate Questioning techniques to assist in clarification of issues Uses open body language Uses clear language Identifies resources as relevant: _________________________ Uses resources as relevant: ________________________ Takes pro-active measures to ensure the safety of others Pro-actively seeks a solution within job role/organisational policies/constraints Identifies potential impacts on the business Considers legal implications: _______________________ Implements agreed solution: _______________________ Completes organisational reports as relevant: ________________ Communicates recommendations/ issues with staff or management as relevant: ___________________________ Displays a professional can-do attitude when dealing with critical issues Pro-actively identifies and deals with issues as these arise add additional criteria as relevant for the type of issue
Assessment Tasks and Instructions
Student Name Student Number Course and Code Unit(s) of Competency and Code(s) SITXCOM005 Manage conflict
Stream/Cluster Trainer/Assessor Assessment for this Unit of Competency/Cluster Details
Assessment 1 Scenarios
Assessment 2 Practical Observations
Assessment 3 Assessment conducted in this instance: Assessment 1 FORMCHECKBOX 2 FORMCHECKBOX 3 FORMCHECKBOX
Reasonable Adjustment
Has reasonable adjustment been applied to this assessment?
No FORMCHECKBOX No further information required
Yes FORMCHECKBOX Complete 2.
Provide details for the requirements and provisions for adjustment of assessment:
Student to complete
FORMCHECKBOX My assessor has discussed the adjustments with me
FORMCHECKBOX I agree to the adjustments applied to this assessment
Signature Date 2nd Assessor to complete
FORMCHECKBOX I agree the adjustments applied to this assessment are reasonable
Name Signature Date Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess your underpinning knowledge to complete the tasks outlined in the elements and performance criteria for this unit of competency and relating to the following aspects:
commonly occurring conflict situations in the tourism, travel, hospitality and event industries and their typical causes
conflict theory:
signs
stages
levels
factors involved
results
conflict-resolution techniques:
assertiveness
negotiation
use of appropriate communication
resources to assist in managing conflict:
counsellors
internal security staff
mediators
other staff members
police
senior staff
communication techniques:
active listening
empathising with the person's situation while upholding organisational policy
non-verbal communication and recognition of non-verbal signs
language style
questioning techniques
those appropriate to different social and cultural groups
organisational policies and procedures for complaint, conflict and dispute resolution.
Place/Location where assessment will be conducted
SSH to complete
Resource Requirements
Pen, Paper, Computer
Instructions for assessment including WHS requirements
The assessment for this unit of competency consists of two parts, Part A and Part B.
Part A consists of 4 different scenarios, each followed by a series of questions.
Part B consists of questions to assess your underpinning knowledge relating to workplace policies and protocols which form the basis to deal with and manage conflict.
You are required to address all questions to achieve competence. Your trainer will provide you with instructions for time frames and dates to complete this assessment.
Once completed, carefully read the responses you have provided and check for completeness. Your trainer will provide you with feedback and the result you have achieved.
Statement of Authenticity
FORMCHECKBOX I acknowledge that I understand the requirements to complete the assessment tasks
FORMCHECKBOX The assessment process including the provisions for re-submitting and academic appeals were explained to me and I understand these processes
FORMCHECKBOX I understand the consequences of plagiarism and confirm that this is my own work and I have acknowledged or referenced all sources of information I have used for the purpose of this assessment
Student Signature: Date: / /201
This assessment: First Attempt FORMCHECKBOX 2nd Attempt FORMCHECKBOX Extension FORMCHECKBOX Date: FORMTEXT / FORMTEXT / FORMTEXT
RESULT OF ASSESSMENT Satisfactory FORMCHECKBOX Not Yet Satisfactory FORMCHECKBOX
Feedback to Student:
Assessor(s) Signature(s): Date: FORMTEXT / FORMTEXT / FORMTEXT
Student Signature Date: FORMTEXT / FORMTEXT / FORMTEXT
Assessment 1
Your task:
Read the following scenarios and answer the corresponding questions for each.
Scenario 1:
You are working as part of the wait staff at a local restaurant. A customer you are serving has called you over to her table and has complained that she has found a hair in her meal. However, she has finished her meal and there is no hair to be seen. She is visibly unhappy and demanding a refund. This is not the policy of your restaurant.
Name 3 conflict resolution techniques and explain how you will use these to resolve this conflict:
Responses
What are the dangers of leaving this conflict unresolved?
Responses
Scenario 1 Feedback/comments S NYS
Question 1 Question 2
Scenario 2
You are working at a hotel that is popular with international tourists. A foreign tourist approaches you with a complaint about his room, but you are struggling to understand his concerns due to his accent and language barrier. You begin to understand that the customer has an issue with the cleanliness of his bathroom. He is becoming agitated, aggressive, raising his voice and speaking quickly. He has crossed his arms and looks stiff and tense, as well as frowning at you. How will you manage this customers complaint? Answer the following questions based on this scenario.
What are the signs in this situation that conflict is occurring?
Responses
How could you overcome this communication barrier?
Responses
What actions can you take to resolve this complaint?
Responses
What actions can you take to prevent this situation from happening again in the future?
Responses
What actions could management take to assist employees to improve their communication with international customers?
Responses
Scenario 2 Feedback/comments S NYS
Question 1 Question 2 Question 3 Question 4 Question 5
Scenario 3
Some hostility has been occurring among your work team as Sarah and James always receive the weekend off, and the rest of the team is required to work both Saturdays and Sundays. The other employees are beginning to resent Sarah and James for always receiving the weekend off work. The team rarely works with Sarah and James due to this rostering, and when they do, there is conflict. The other employees hold fixed opinions about Sarah and James and as a result, the working environment has become tense and there has been a lot of gossip. The conflict has not been resolved, and is therefore increasing in severity. As a result, arguments have occurred between Sarah and other employees. There has been a notable decrease in productivity.
Conflict theory can be divided into the following parts:
Signs
Stages
Levels
Factors involved
Results
Using the scenario, apply the situations to the relevant parts of conflict theory listed above. Which aspects need to be addressed by you as the manager?
Responses
As the manager of this team, describe why you believe this conflict is occurring between Sarah and James and the other team members.
Responses
During the initial stages of this conflict, team members were uncomfortable about the rostering situation but did not argue about the issue. Describe the stage of conflict that this situation has reached. What will happen if it is ignored further?
Responses
How can you use communication techniques to effectively manage the conflict within your team and work well with the other members?
Responses
How can management work with you to determine and implement a possible solution to this conflict?
Responses
What results will be achieved if this conflict is managed effectively?
Responses
Scenario 3 Feedback/comments S NYS
Question 1 Question 2 Question 3 Question 4 Question 5 Question 6
Scenario 4
A customer at your bar appears to have become drunk and disorderly. He is knocking over drinks, talking loudly and has begun arguing with a new staff member working next to you at the bar when she refuses to serve the customer. You notice that his behaviour is becoming increasingly threatening to customers and your fellow staff member, who is becoming frightened of the situation.
How might this situation escalate if you do not respond appropriately?
Responses
What actions will you take and what resources can you use to effectively address this situation and prevent escalation?
Responses
Which documentation do you need to complete in this instance? List 3 instances which must be recorded associated with conflict situations in a workplace and explain the reasons why this needs to occur.
Responses
Scenario 1 Feedback/comments S NYS
Question 1 Question 2 Question 3
Part B Questions Workplace policies and protocols to deal with and manage conflict
Outline the common procedures and policies which could be part of a company policy regarding the
requirements for reporting and management of conflict. What does this need to include?
Responses
What are the regulatory, industrial and legislative requirements related to the handling of disputes?
Responses
Explain the variety of communication skills which could be employed to ensure the effectiveness of dealing with conflict and conflict resolution.
Responses
What are the procedures where conflict involves drugs, alcohol or violence?
Responses
What should be covered in an induction program with regards to conflict situations?
Responses
To whom (other than the HR department) should escalated conflict situations or problems be reported in an organisation?
Responses
What is the purpose of evaluating conflict situations? Provide examples how this could be achieved effectively.
Responses
