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Student Guide
Unit of Competency
Table of Contents
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Assessment Two - Class Test .................................................................................................... 18
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Assessment 2 Written Test Result Sheet
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Final Assessment Summary & Feedback ................................................................................... 20
Module Description:
This unit describes the performance outcomes, skills and knowledge required to resolve
complex or escalated complaints and disputes with internal and external customers and
colleagues. It requires the ability to use effective conflict resolution techniques and
communication skills to manage conflict and develop solutions.
Module Overview
:
The program is twenty (20) hours in duration, comprising of four (4) hours per week for one
teaching block of five (5) weeks.
To achieve competency in this unit students must demonstrate their ability to:
1. Identify conflict situations
2. Resolve conflict
3. Evaluate conflicts and resolutions
You are required to demonstrate skills in:
Communication to deal with conflict sensitively, courteously and discreetly through use
of conflict resolution techniques
Critical thinking to analyse and decide on the best resolution for conflict
Initiative and enterprise to consider and suggest changes to workplace practices to
avoid future conflict
Literacy to research sources of internal and external assistance to resolve conflict;
write reports including comprehensive details of the conflict, the parties involved,
discussions with all parties and the resolutions
Problem solving to identify and resolve conflicts and minimise the impact on
colleagues and customers
Self management to take responsibility for conflict outcomes
Teamwork to discuss and resolve conflicts between team members.
You are also required to demonstrate knowledge of:
Types of conflict in the tourism, travel, hospitality and event industries, typical causes
and resolutions:
Conflict theory, including signs, stages, levels, factors involved and results
Conflict resolution and communication techniques, including:
assertiveness
active listening
non-verbal communication
language style
negotiation
use of appropriate communication
organisational policies and procedures for complaint, conflict and dispute resolutions
Please refer to the Units of Competency for further details of the Assessment
Requirements.
Methods of Assessment
There are three assessments for this module.
Case studies
In which students are provided with scenarios and are asked to interpret the information
and/or present it as a short report.
Some of these may be done either in class, (individually) and others outside teaching
hours depending on the schedule. You should inform students when they are due.
Answers have been provided and there is a Marking guide to record student outcomes.
Activities
In which students are provided with activities relevant to the material and are asked to
answer them appropriately
Some of these may be done either in class, (individually) and others outside teaching
hours depending on the schedule. You should inform students when they are due.
Answers have been provided and there is a Marking guide to record student outcomes.
Written Test
Students should be given two hours to complete the test..
The test consists of 4 sections with questions designed to test both knowledge and skills:
5 multiple choice questions, 10 filling in the blanks, 10 True/False and 18 Short Answer
Questions. Students must complete them all.
Tests should be administered according to the Assessment Schedule; Copies of the
written test will be given to the trainer/assessor by the Program Manager on the day of the
written test. The rules for the written test are explained below:
Mobile phones must be off. They may not be placed on silent. Students who have
been found to have left their phone on will have their paper confiscated.
Complete all questions as directed in pen blue or black only.
The use of electronic translators is not permitted.
You may not talk at any time unless directed, including, when you are leaving the
exam. Students talking at any time, unless directed, will have their paper
confiscated.
Copying and cheating students will have their paper confiscated!
Students leaving an assessment room will be deemed to have completed their
assessment and will NOT be permitted to return.
Confiscated papers will not be assessed.
Assessment Outcomes
The assessment result will be given as either:
S Satisfactory
HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014
Reasonable Adjustment
Remember to make adjustment in the assessment methods for any learners with special
needs, particularly those with language and literacy requirements.
Assessment Details:
Assessment
Assessment Task 1
Activities & Case Studies
Assessment Task 2
Test
Due
Week 1 - 3
Week 5
Assessment One
Activities and Case Studies
SITXCOM401 Manage Conflict
Name:
Student Number:
Group:
Teacher:
ASSESSMENT THREE
ACTIVITIES/CASE STUDIES
ACTIVITIES
1. You are giving a presentation to a group of managers at your workplace about a
new process that will be introduced in the next 3 weeks. One of the managers
mobile phone keeps ringing and he answers it each time. Each time this happens it
is very distracting. Could conflict occur from this situation? Explain your answer.
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2. Give an example of a potential conflict that you had to deal (or might have to deal)
with between yourself and a customer. Explain why you think this situation
happened.
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a. Who do you think is responsible for finding a solution in this situation? Explain your
answer.
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5.
SCENARIO
Mike and Buffy work in the office of ABC Catering. They are regularly arguing with each
other because their equipment and work is overflowing into each others workstation. With
the help of their supervisor they have defined their need as more space The supervisor
then asks Mike and Buffy to join her in the meeting room. Lets brainstorm some
solutions she says and below are the suggestions that arise from this activity
Rearrange the furniture
Another filing cabinet
Cupboards
Not sharing the office
Doing a big clean up of unnecessary documents, etc
Getting a new job
Being neater
Bigger office
More shelves
Compacting shelves.
Explain what steps Mike and Buffy need to follow now find and implement a solution to this
problem.
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HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014
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10
The evening continues with the customers making unkind remarks about the food and
service. When they leave you notice there is no tip. As the customer walks out the restaurant
he says in a very loud voice, Remind me to tell all my friends how bad this place is
a. Identify the levels of conflict in this scenario:
Level (e.g. Discomfort)
Customer giving a second rude response without
provocation
Waiter replying to customer so what do you want
anyway?
Customer walking out of restaurant making very rude
comments
Customer stating I hope its only 5 minutes
11
c. In your opinion, how was the conflict managed, and was the outcome win-win?
d. Suggest how you might manage the conflict to have a win-win outcome?
12
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c. Using conflict resolution techniques explain step by step how you might manage
this conflict if you were working at reception.
14
11. List 5 questions you could put in a survey to seek feedback from an angry
customer.
12. If you were the manager of two employees that had a disagreement, what
questions would you ask them in a follow-up interview after the conflict had been
resolved? Give 4-5 examples.
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Assessment
Overall student
performance
Response
S
Comments
NS
Knowledge
of
conflict
resolution techniques
Knowledge of types of conflict
that typically occurs and
typical causes
Knowledge of organization
policy and procedures on
conflicts
and
complaints,
including
reporting
requirements
Knowledge of conflict theory,
including signs, stages, levels
and factors involved
Knowledge of organization
policy and procedures on
conflicts
and
complaints,
including
reporting
requirements
Ability to apply conflict
resolution
techniques
to
resolve a range of different
conflict situation in contexts
appropriate to the job role and
workplace
Skills in conflict resolution
techniques :
Assertiveness
Listening
Non-verbal communication
Language style
Problem solving
Negotiation
Communication
skills
to
determine details and cause
of
the
conflict
through
observation, questioning and
active listening
Ability to follow procedures for
HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014
16
handling complaints
Satisfactory
Not satisfactory
Feedback:
Assessors signature
Students signature
Date of assessment
17
Name:
Student Number:
Group:
Teacher:
Duration:
60 minutes
Instructions:
1.
2.
3.
4.
5.
6.
7.
18
Assessment
Written Test
Overall student
performance
Response
S
Comments
NS
Q1
Q2
Q3
Q4
Q5
Q6
Q7
Q7
Q8
Q9
Q10
Q11
Q12
Q13
Q14
The students knowledge overall was:
Satisfactory
Not satisfactory
Feedback
Assessors signature
Students signature
Date of assessment
19
Student Name
Date of
Completion:
SITXCOM401: Deal with Conflict Situations
Assessor Name
Unit of
Competency:
Student Results
Not
Not
Satisfactory
Satisfactory
Completed
Assessments
Assessment 1 Activities and Case Studies
Assessment 2 Written Test
Competent
Is Re-Assessment Required:
Yes
No
Assessors Signature
Printed Name
Date
Students Signature
Printed Name
Date
Result:
20