SITXCOM005 Manage Conflict Assessment

SITXCOM005 Manage Conflict Assessment :

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+61482073403
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Assessment Details
Qualification Code/Title
Assessment Type	Assessment – 1		Time allowed
Due Date		Location	SCCM	Term / Year

Unit of Competency
National Code/Title	SITXCOM005 Manage conflict

Student Details
Student Name					Student ID
Student Declaration:  I declare that the work submitted is my own and has not been copied or plagiarised from any person or source.				Signature: ____________________________ Date:         _____/_/_________
Assessor Details
Assessor’s Name
RESULTS (Please Circle)	☐SATISFACTORY					☐NOT SATISFACTORY
Feedback to student:
*If Student is Not Satisfactory Reassessment Required ☐   Yes           ☐    No			Assessor Declaration:  I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback. Signature:      ________________________ Date:                ______/_______/___________
Comment:
Instructions to the Candidates This assessment is to be completed according to the instructions given below in this document.Should you not answer the tasks correctly, you will be given feedback on the results and gaps in knowledge. You will be entitled to one (1) resubmit in showing your competence with this unit.If you are not sure about any aspect of this assessment, please ask for clarification from your assessor.  Please refer to the College re-submission and re-sit policy for more information. If you have questions and other concerns that may affect your performance in the Assessment, please inform the assessor immediately.Please read the Tasks carefully then complete all Tasks.To be deemed competent for this unit you must achieve a satisfactory result with tasks of this Assessment along with a satisfactory result for another Assessment.This is an Open book assessment which you will do in your own time but complete in the time designated by your assessor. Remember, that it must be your own work and if you use other sources then you must reference these appropriatelySubmitted document must follow the given criteria. Font must be Times New Roman, Font size need to be 12, line spacing must be Single line and Footer of submitted document must include Student ID, Student Name and Page Number. Document must be printed double sided.This is Individual Assessments. Once you have completed the assessment, please provide the Hard copy of the Assessments to your Trainer/ Assessor.Plagiarism is copying someone else’s work and submitting it as your own. Any Plagiarism will result in a mark of Not Satisfactory. SCCM uses Safe Assign Plagiarism Checker to check the originality of the student assessment. Student must be aware of and understand the SCCM’s policy on plagiarism and certify that this assignment is their own work, except where indicated by referencing, and that student have followed the good academic practices noted above.

Assessment instructions

Each assessment task in this booklet consists of the following:

Assessment Task Cover Sheet

This must be filled out, signed and submitted with your SITXCOM005 Manage Conflict Assessment responses.

If you are submitting hardcopy, the SITXCOM005 Manage Conflict Assessment Task Cover Sheet should be the first page of each task’s submission.

If you are submitting electronically, print out the Assessment Task Cover Sheet, fill it out, sign it and then scan and submit the file.

The Assessment Task Cover Sheet will be returned to you with the outcome of the assessment, which will be satisfactory (S) or unsatisfactory (U). If your work has been assessed as being not satisfactory, your assessor will include written feedback on the Assessment Task Cover Sheet giving reasons why. Your assessor will also discuss this verbally with you and provide advice on reassessment opportunities as per your RTO’s reassessment policy.

Depending on the task, this may include

• resubmitting incorrect answers to questions (such as written questions and case studies)
• resubmitting part or all of a project, depending on how the error impacts on the total outcome of the task
• redoing a role play after being provided with appropriate feedback about your performance
• being observed a second (or third time) undertaking any tasks/activities that were not satisfactorily completed the first time, after being provided with appropriate feedback.

Assessment task information

This gives you:

• a summary of the SITXCOM005 Manage Conflict Assessment task
• information on the resources to be used
• submission requirements
• resubmission opportunities if required.

Assessment task instructions

This includes questions you will need to answer or tasks that you need to complete.

Your answers must be typed using software as indicated in the SITXCOM005 Manage Conflict Assessment task Instructions.

Copy and paste each task’s instructions into a new document and use this as the basis for your assessment task submission. Include this document’s header and footer.

If you are submitting electronically, give the document a file name that includes the information as indicated in the section called ‘Naming electronic documents’ (see below).

Naming electronic documents

It is important that you name the documents that you create for this Assessment Task in a logical manner.

Each should include:

• Course identification code
• Assessment Task number
• Document title (if appropriate)
• Student name
• Date it was created

For example, SITXCOM005 AT1 Written questions Joan Smith 20/10/20.

Additional resources

You will be provided with the following resources before you begin each assessment task.

Assessment Task 2:

• Complaints Policy and Procedures
• Conflict Resolution Policy and Procedures
• Customer Service Policy and Procedures
• Complaints Register Template
• Incident Report Template.

Checklist

This will be used by your assessor to mark your assessment. Read through this checklist as part of your preparation before beginning the assessment task. It will give you a good idea of what your assessor will be looking for when marking your responses or observing your performance.

Assessment Task 1: Written questions

Task summary

This is an open-book test, to be completed in the classroom.

A time limit of 1 hour to answer the questions is provided.

You need to answer all of the written questions correctly.

Your answers must be word processed and sent to the assessor as an email attachment.

Required

• Access to textbooks and other learning materials.
• Computer with Microsoft Office and internet access.

Timing

Your assessor will advise you of the due date of this assessment.

Submit

• Answers to all questions.

Assessment criteria

All questions must be answered correctly in order for you to be assessed as having completed the task satisfactorily.

Resubmission opportunities

You will be provided feedback on your performance by the assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.

If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you with written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Reassessment attempt(s) will be arranged at a later time and date.

You have the right to appeal the outcome of assessment decisions if you feel you have been dealt with unfairly or have other appropriate grounds for an appeal.

You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.

Written answer question guidance

The following written questions use a range of “instructional words” such as “identify” or “explain”, which tell you how you should answer the question. Use the definitions below to assist you to provide the type of response expected.

Note that the following guidance is the minimum level of response required.

Analyse: when a question asks you to analyse something, you should do so in detail, and identify important points and key features. Generally, you are expected to write a response one or two paragraphs long. Compare: when a question asks you to compare something, you will need to show how two or more things are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected to write a response one or two paragraphs long. Contrast: when a question asks you to contrast something, you will need to show how two or more things are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write a response one or two paragraphs long. Describe: when a question asks you to describe something, you should state the most noticeable qualities or features. Generally, you are expected to write a response two or three sentences long. Discuss: when a question asks you to discuss something, you are required to point out important issues or features and express some form of critical judgement. Generally, you are expected to write a response one or two paragraphs long. Evaluate: when a question asks you to evaluate something, you should put forward arguments for and against something. Generally, you are expected to write a response one or two paragraphs long. Examine: when a question asks you to examine something, this is similar to “analyse”, where you should provide a detailed response with key points and features and provide critical analysis. Generally, you are expected to write a response one or two paragraphs long. Explain: when a question asks you to explain something, you should make clear how or why something happened or the way it is. Generally, you are expected to write a response two or three sentences long. Identify: when a question asks you to identify something, this means that you are asked to briefly describe the required information. Generally, you are expected to write a response two or three sentences long. List: when a question asks you to list something, this means that you are asked to briefly state information in a list format. Outline: when a question asks you to outline something, this means giving only the main points, Generally, you are expected to write a response a few sentences long. Summarise: when a question asks you to summarise something, this means (like “outline”) only giving the main points. Generally, you are expected to write a response a few sentences long.

Assessment Task 1 Instructions

Provide answers to all of the questions below:

Identify three common warning signs of conflict.
Outcome	☐              Satisfactory	☐               Not Satisfactory
Comment

Describe, in your own words, the five stages of conflict.
Outcome	☐              Satisfactory	☐               Not Satisfactory
Comment

List the four recognised levels of conflict.
Outcome	☐              Satisfactory	☐               Not Satisfactory
Comment

Identify three factors that can lead to conflict in a hospitality environment.
Outcome	☐              Satisfactory	☐               Not Satisfactory
Comment

Describe what conflict theory says about the results that come from dealing with conflict.
Outcome	☐              Satisfactory	☐               Not Satisfactory
Comment

Explain how the use of each of the following communication strategies can be effective in conflict situations.
Active listening   Empathy   Non-verbal communication   Style of language   Questioning techniques   Communicating in a culturally competent manner
Outcome	☐              Satisfactory	☐               Not Satisfactory
Comment

Describe how assertiveness and negotiation can be used as effective conflict resolution techniques
Outcome	☐              Satisfactory	☐               Not Satisfactory
Comment

Identify four pieces of information you would expect to find in an organisation’s policies and procedures for complaints, conflicts and dispute resolution.
Outcome	☐              Satisfactory	☐               Not Satisfactory
Comment

For each person/group below, identify one scenario where they may be required to assist in managing conflict.
Counsellors   Internal security staff   Mediators   Other staff   Police   Senior staff
Outcome	☐              Satisfactory	☐               Not Satisfactory
Comment

Assessment Task 1: Checklist
Student’s name:
Did the student provide a sufficient and clear answer that addresses the suggested answer for the following?	Completed successfully?		Comments
	Yes	No
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Question 9
Task outcome:	Satisfactory			Not satisfactory
Assessor signature:
Assessor name:
Date:

For solution:

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+61482073403

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