SITXCOM010 Manage Conflict Assessment

SITXCOM010 Manage Conflict Assessment :

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Assessment Tasks

SITXCOM010 Manage conflict

Contents

Introduction   4

Assessment for this unit  4

Assessment Task 1: Knowledge questions  5

Information for students  5

Questions  6

Assessment Task 1: Checklist  12

Assessment Task 2: Practical task – Role plays  13

Information for students  13

Activities  14

Assessment Task 2: Checklist  19

Final results record   23

Introduction

Welcome to the Student Assessment Tasks for SITXCOM010 Manage conflict. These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course.

Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Hospitality Works Student User Guide. The Student User Guide provides important information for you relating to completing assessment successfully.

Assessment for this unit

For you to be assessed as competent, you must successfully complete two assessment tasks:

Assessment Task 1: Knowledge questions

Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have acquired during the learning phase of this unit. Ensure that you:

• review the advice to students regarding answering knowledge questions in the Hospitality Works Student User Guide
• comply with the due date for assessment which your assessor will provide
• adhere with your RTO’s submission guidelines
• answer all questions completely and correctly
• submit work, which is original and, where necessary, properly referenced
• avoid sharing your answers with other students.

	Assessment information
Information about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide.Refer to the appendix for information on: where this task should be completedthe maximum time allowed for completing this assessment task

Questions

Provide answers to all of the questions below.

1. Identify three common warning signs of conflict.

• Describe, in your own words, the five stages of conflict.

Latent stage
Perceived stage
Felt stage
Manifest stage
Aftermath stage

• List the four recognised levels of conflict.

• Identify three factors that can lead to conflict in a hospitality environment.

• Describe what conflict theory says about the results that come from dealing with conflict.

• 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

• Describe how the following conflict resolution techniques can be used for effective conflict resolution:

Assertiveness
Negotiation
Use of appropriate communication
Acknowledging the views of all involved parties and providing them with opportunities to express them
Responding to all involved parties in a sensitive, courteous, respectful, and discreet manner
Minimising the impact of conflict on other colleagues and customers

• Identify four pieces of information you would expect to find in an organisation’s policies and procedures for complaints, conflicts, and dispute resolution.

• 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

1. List three common conflict situations that can occur in a workplace and their typical causes.

Conflict situations	Typical cause

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
Question 10
Task outcome:	Satisfactory			Not satisfactory
Assessor signature:
Assessor name:
Date:

Assessment Task 2: Practical task – Role plays

Information for students

Tasks required for this unit This unit of competency requires that you:
Instructions for how you will complete these requirements are included below.

Activities

Complete the following activities.

Carefully read the following information.

Successful completion of this unit requires that you can resolve complex or escalated complaints and disputes with internal and external customers and colleagues. You will need to participate in a number of role plays to demonstrate your skills and knowledge. Below is a guide to the skills and knowledge you must demonstrate when you are completing each activity step. We have provided a number of documents to assist you and you will find these in the student resources including: your learning resources and other information for reference your Complaints Policy and Proceduresyour Conflict Resolution Policy and Proceduresyour Customer Service Policy and Proceduresyour Complaints Register templateyour Incident Report template. You will be required to complete three role plays that require you to take action to resolve escalated complaints or disputes with customers or staff members. What do I need to demonstrate? During your practical assessments, you will be required to demonstrate a range of the skills and knowledge that you have developed during your course. These include: Identify conflict situations by:identifying potential for conflict and take action to prevent escalationidentifying situations where personal safety of customers or colleagues may be threatened and organise appropriate assistanceidentifying and use resources to assist in managing conflict.Resolve conflict by:establishing and agreeing on the nature and details of conflict with all parties and assess impactmanaging conflict within scope of own role and responsibilitiesmanaging conflict following organisational procedurestaking responsibility for seeking a solution to conflict within scope of own role and responsibilitiesseeking assistance where requiredidentifying and evaluating the impact of conflict on business reputation and legal liabilityevaluating options to resolve the conflict, within organisational policies and constraints.implementing the best solution and complete required reports.Evaluate conflict resolution by:communicating with parties involved to seek and provide feedback on conflict and its resolutionevaluating and reflecting on the conflict and effectiveness of the solutiondetermining possible causes of workplace conflict and provide input for workplace enhancement and improvements. How will I provide evidence? Your assessor will observe you throughout each role play. In most cases they will be participating in the role play as a customer or colleague. They will complete a checklist to record their observations. You will also need to complete and submit; a completed Incident Report a completed Complaints Register.

1. 1.      Role play 1.

	Read the scenario. You are working as the supervisor of the Bridge Hotel. It’s Mother’s Day and the kitchen has been under pressure since the early breakfast service. As part of the Bridge Hotel’s Mother’s Day promotion, the kitchen has been providing take away service for families who prefer to stay at home and celebrate. Customers who purchase take away can order from an ‘abbreviated’ menu (meaning they do not have access to the full range of menu items as in-house diners) and the Bridge Hotel will have delivery drivers send out the meals. The busy lunch service is almost over and you are just about ready to breathe a sigh of relief. One of the wait staff approaches you and hands you the phone. The customer on the other end of the line is not happy and this is the second time they have called today. They have asked to speak to the manager as no one else is able to help them. The role play will begin at this stage. During this role play you must:
	At the end of the role play, you will need to complete the Complaints Register and document your ideas for improvement.
	You will also need to write an email to the customer and ask them to provide you with feedback about the outcome. Ensure that this is written clearly, respectfully, and professionally.

	To ensure realism, you will not be provided with any background information about this conflict situation. Your assessor will tell you where you need to stand at the beginning of the role play. You are then to respond to the situation as it unfolds. During this role play you must:
	At the end of the role play, you will need to complete the Complaints Register and document your ideas for improvement.
	You will also need to write an email to the wait person involved that does the following:

This role play is linked to Role play 2 and occurs the next day. The same staff from the night before are coming in to start their shift. Your assessor will provide you with some guidance about where you are to begin the role play. During this role play you must: Note that this role play will include some aggressiveness from a Bridge Hotel staff member who is under the influence of drugs. Speak to your assessor before if you are concerned or feel uncomfortable about this scenario.

At the end of the role play, you will need to complete an incident report that clearly details the situation that occurred. Use the Incident Report template to do this

Meet with your assessor once all role plays are complete. This is an opportunity to reflect on your performance and how you felt you resolved the situations. You will also discuss the impacts of each situation and how this could have negatively affected the business had it not been resolved. Discuss any improvements you would make to your own performance and whether you feel that the solution was the most effective, based on the circumstances. Discuss the causes of the conflicts that occurred and what you would do to make sure these do not happen again. You can refer to your Complaint Register for this part of the discussion.

	Ensure that all your pieces of documentation are clear and complete. Submit:
	Send or submit the completed documentstoyour assessor.

Assessment Task 2: Checklist

Has the following been completed?		Completed successfully?		Comments
		Yes	No
Role play 1:
The student has satisfactorily identified potential for conflict.
The student has satisfactorily taken swift and tactful action to prevent escalation.
The student has satisfactorily identified and used relevant resources to assist in managing conflict.
The student has satisfactorily established and agreed on the nature and details of conflict.
The student has satisfactorily determined impact of conflict.
The student has satisfactorily managed conflict and taken responsibility to seek a solution within scope of own role and responsibilities as per Complaints Policy and Procedures and Customer Service Policy and Procedures.
The student has satisfactorily evaluated options to resolve the conflict, taking into account organisational policies and constraints, and implemented best solution.
The student has satisfactorily completed required reports.
The student has satisfactorily sought feedback from the customer about the outcome.
The student has satisfactorily reflected on the conflict, their handling of the situation and the solution they decided upon.
The student has satisfactorily identified the causes of the conflict and identified workplace enhancements and/or improvements.
The student has satisfactorily demonstrated effective communication skills during the role play.
Role play 2:
The student has satisfactorily identified potential for conflict.
The student has satisfactorily taken swift and tactful action to prevent escalation.
The student has satisfactorily identified and used relevant resources to assist in managing conflict.
The student has satisfactorily established and agreed on the nature and details of conflict.
The student has satisfactorily determined impact of conflict.
The student has satisfactorily managed conflict and taken responsibility to seek a solution within scope of own role and responsibilities as per Complaints Policy and Procedures and Customer Service Policy and Procedures.
The student has satisfactorily evaluated options to resolve the conflict, taking into account organisational policies and constraints, and implemented best solution.
The student has satisfactorily completed required reports.
The student has satisfactorily sought feedback from the customer about the outcome.
The student has satisfactorily reflected on the conflict, their handling of the situation and the solution they decided upon.
The student has satisfactorily identified the causes of the conflict and identified workplace enhancements and/or improvements.
The student has satisfactorily demonstrated effective communication skills during the role play.
Role play 3
The student has satisfactorily identified potential for conflict.
The student has satisfactorily taken swift and tactful action to prevent escalation.
The student has satisfactorily identified and used relevant resources to assist in managing conflict.
The student has satisfactorily established and agreed on the nature and details of conflict.
The student has satisfactorily determined impact of conflict.
The student has satisfactorily managed conflict and taken responsibility to seek a solution within scope of own role and responsibilities as per Complaints Policy and Procedures and Customer Service Policy and Procedures.
The student has satisfactorily evaluated options to resolve the conflict, taking into account organisational policies and constraints, and implemented best solution.
The student has satisfactorily completed required reports.
The student has satisfactorily participated in a debrief (if required) and followed up on actions required.
The student has satisfactorily reflected on the conflict, their handling of the situation and the solution they decided upon.
The student has satisfactorily identified the causes of the conflict and identified workplace enhancements and/or improvements.
The student has satisfactorily demonstrated effective communication skills during the role play.
Task outcome:
Assessor signature:
Assessor name:
Date:

Final results record

Student name:
Assessor name:
Date:
Unit name:	SITXCOM010 Manage conflict
Qualification name:

Final assessment results

Task	Type	Result
		Satisfactory	Unsatisfactory	Did not submit
Assessment Task 1	Knowledge Questions	S	U	DNS
Assessment Task 2	Practice Task – Role Plays	S	U	DNS
Overall unit results		C	NYC

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