SITXCOM005 Manage conflict :
SITXCOM005 Managing conflict Assessment cover sheet
| Student Must Fill this Section | |
| Unit Code / Title | |
| Qualification Code / Title: | |
| Due Date : | |
| Student Name: | ||||
| Student ID: | Term: | Year: | ||
| Privacy Release Clause: | “I give my permission for my assessment material to be used in the auditing, assessment validation & moderation Process”. | |||
| Authenticity Declaration: | “I declare that: | |||
| Student Signature: | Date: | |||
| Assessment Outcome | ||||||||||
| Assessor Name: | ||||||||||
| Attempt and Tasks | Satisfactory | Not Yet Satisfactory | Date | Assessor Signature | ||||||
| Initial attempt | | | ||||||||
| Re- attempt/Re-assessment | | | ||||||||
| Task 1 | | | ||||||||
| Task 2 | | | ||||||||
Assessor Feedback to Students
| Assessment Outcome: | Competent | Not yet Competent | ||
| Assessor Name: | ||||
| Assessor Signature: | ||||
| Information for Student: |
| Re-assessment of Result & Academic Appeal procedures: |
| If a student is not happy with his/ her results, that student may appeal against their grade via a written letter, clearly stating the grounds of appeal to the Chief Executive Officer. This should be submitted after completion of the subject and within fourteen days of commencement of the new term. Re-assessment Process: An appeal in writing is made to the Academic Manager providing reasons for re-assessment /appeal. Academic Manager will delegate another member to review the assessment. The student will be advised of the review result done by another assessor. If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge and the Academic Manager or if need be an external assessor. The Institute will advise the student within 14 days from the submission date of the appeal. The decision of the panel will be deemed to be final. If the student is still not satisfied with the result, he / she has the right to seek independent advice or follow external mediation option with nominated mediation agency. Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject. The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These principles require assessment to be reliable, fair, practical and valid. Academic Appeals: If you are dissatisfied with the outcome of the re-evaluation process, you have a right to appeal through academic appeals handling protocol. To appeal a decision, the person is required to complete the TKL- Request for Appeal of a Decision form with all other supporting documents, if any. This form is available via our website. The completed Request for Appeal form is to be submitted to the Student Support Officer either in hard copy or electronically via the following contact details: Student Support Officer, TKL College Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 , Email: [email protected] The notice of appeal should be in writing addressed to the Chief Executive Officer and submitted within seven days of notification of the outcome of the re-evaluation process. If the appeal is not lodged in the specified time, the result will stand and you must re-enrol in the unit. In emergency circumstances, such as in cases of serious illness or injury, you must forward a medical certificate in support of a deferred appeal. The notice of appeal must be made within three working days of the concluding date shown on the medical certificate. The decision of Chief Executive Officer will be final. Student would then have the right to pursue the claim through an independent external body as detailed in the students’ complaint / grievance policy. |
| Plagiarism: Plagiarism means to take and use another person’s ideas and or manner of expressing them and to pass them off as your own by failing to give appropriate acknowledgement. This includes material sourced from the internet, RTO staff, other students, and from published and unpublished work. Plagiarism occurs when you fail to acknowledge that the ideas or work of others are being used, which includes: Collusion: Collusion means unauthorised collaboration on assessable work (written, oral or practical) with other people. This occurs when a student presents group work as their own or as the work of someone else. Collusion may be with another RTO student or with individuals or student’s external to the RTO. This applies to work assessed by any educational and training body in Australia or overseas. Collusion occurs when you work without the authorisation of the teaching staff to: with one or more people to prepare and produce work Both collusion and plagiarism can occur in group work. For examples of plagiarism, collusion and academic misconduct in group work please refer to the RTO’s policy on Academic integrity, plagiarism and collusion. Plagiarism and collusion constitute cheating. Disciplinary action will be taken against students who engage in plagiarism and collusion as outlined in RTO’s policy. Proven involvement in plagiarism or collusion may be recorded on students’ academic file and could lead to disciplinary |
Assessment Requirements
You are required to complete and pass every task in the assessment in order to be deemed competent.
Assessment Schedule
| Task | Due Date | Student Signature | Trainer Signature | Comments |
| Task 1- 2 | Week 1 |
The assessment tasks for SITXCOM005 Manage conflict are included in this Student Assessment Tasks booklet and outlined in the assessment plan below.
- To be assessed as competent for this unit, you must complete all of the assessment tasks satisfactorily.
Assessment plan
| Assessment Task | Overview |
| Written questions | You must answer all questions correctly. |
| Role plays | You are required to demonstrate your skills and knowledge by resolving complex or escalated complaints and disputes with internal and external customers and colleagues. You will be required to complete a number of role plays and have your performance observed by the assessor. |
Assessment preparation
Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for clarification if you have any questions.
When you have read and understood this unit’s assessment tasks, print out the Student Assessment Agreement. Fill it out, sign it and hand it to your assessor, who will countersign it and keep it on file.
Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.
Each assessment task in this booklet consists of the following:
Assessment Task Cover Sheet
This must be filled out, signed and submitted with your assessment responses.
If you are submitting hardcopy, the 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 Not Satisfactory (NS). 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 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 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.
Provide answers to all of the questions below:
- Identify three common warning signs of conflict.
- Describe, in your own words, the five stages of conflict.
- 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 assertiveness and negotiation can be used as effective conflict resolution techniques.
- 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 |
| Did the student provide a sufficient and clear answer that addresses the suggested answer for the following? | Completed successfully? | |
| Yes | No | |
| Question 1 | ||
| Question 2 | ||
| Question 3 | ||
| Question 4 | ||
| Question 5 | ||
| Question 6 | ||
| Question 7 | ||
| Question 8 | ||
| Question 9 | ||
| Trainers Feedback: | ||
| Trainers Name: | Signature and Date : | |
Assessment Task 2: Practical task
Task summary
In this task, you are required to demonstrate your skills and knowledge by resolving complex or escalated complaints and disputes with internal and external customers and colleagues. You will be required to complete a number of role plays and have your performance observed by the assessor.
This assessment is to be completed in the RTO’s simulated workplace environment.
Required
- Access to textbooks and other learning materials
- Computer with Microsoft Office and internet access
- A workplace environment with access to the list of requirements as described in the Assessment Conditions section of the unit of competency (available at https://training.gov.au/Training/Details/SITXCOM005). The list of requirements can also be found in the Training and Assessment Strategy (TAS) for this unit and in the mapping document
- A phone
- Complaints Policy and Procedures
- Conflict Resolution Policy and Procedures
- Customer Service Policy and Procedures
- Complaints Register template
- Incident Report template
Timing
Your assessor will advise you of the due date of these submissions.
Submit
- Completed Complaints Register.
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.
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 that 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.
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. 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: resolving escalated complaints or disputes with customers in relation to each of the following:problem or fault with product or servicedelays or poor timing of product or service supplymisunderstanding of customer request or communication barrierresolving team member disputes in relation to:worker mistakedispute or argument among work colleaguestaking appropriate action in response to the following threat or conflict situations:customer refusing to leave or be pacifiedpeople involved in physical violenceusing a range of conflict-resolution techniques and communication skills when seeking to resolve each of the above situations. 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. |
- Role play 2
| 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: demonstrate effective communication skills when interacting with the customertake swift and tactful action to prevent escalation identify and use relevant resources (policies and procedures) to assist in managing conflictestablish and agree on the nature and details of conflict with all parties and assess impactrespond to the customer in a sensitive, courteous, respectful and discreet mannerfollow organisation procedures to address the conflict as the supervisor, determine your responsibility in regards to resolving this conflict by considering organisation procedures evaluate options in regards to resolving the conflict and implement the best solution. 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: explains the importance of feedback and debriefing after a conflict provides feedback about their response to the conflict in regards to organisation policy and proceduresdiscusses the impact of the situation in regards to Bridge Hotel’s legal liability, had the customer become illdiscusses the impact of the business’s reputation should the customer go ahead with negative reviews on social mediaencourages them to provide you with feedback about the conflict and how it was resolved. |
- Role play 3
| 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: demonstrate effective communication skills when interacting with those involved identify potential for conflict take swift and tactful action to prevent escalationidentify situations where personal safety of colleagues may be threatened and organise appropriate assistanceidentify and use relevant resources (policies and procedures) to assist in managing conflictestablish and agree on the nature and details of conflict with all parties and assess impactmanage conflict within scope of own role and responsibilities, and according to organisational proceduresevaluate options to resolve the conflict in line with organisation policies and constraintsseek to resolve a solution to this conflictimplement the best solution based on the situation that is occurring and your responsibility to uphold organisation procedures. 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. |
- Reflection
| 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. 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. |
- Submit documents to your assessor.
| Ensure that all your pieces of documentation are clear and complete. Submit: Your email for Role play 1Your email for Role play 2Your incident report for Role play 3Your completed Complaints Register that addresses Role plays 1 and 2. Send or submit the completed documentstoyour assessor. |
| Student’s name: | |||
| Did the student: | Completed successfully? | Comments | |
| Yes | No | ||
| Role play 1: | |||
| Identify potential for conflict? | |||
| Take swift and tactful action to prevent escalation? | |||
| Identify and use relevant resources to assist in managing conflict? | |||
| Establish and agree on the nature and details of conflict? | |||
| Determine impact of conflict? | |||
| Manage conflict and take responsibility to seek a solution within scope of own role and responsibilities as per Complaints Policy and Procedures and Customer Service Policy and Procedures? | |||
| Evaluate options to resolve the conflict, taking into account organisational policies and constraints, and implemented best solution? | |||
| Complete required reports? | |||
| Sought feedback from the customer about the outcome? | |||
| Reflect on the conflict, their handling of the situation and the solution they decided upon? | |||
| Identity the causes of the conflict and identify workplace enhancements and/or improvements? | |||
| Demonstrate effective communication skills during the role play? | |||
| Role play 2: | |||
| Identify potential for conflict? | |||
| Take swift and tactful action to prevent escalation? | |||
| Identify and use relevant resources to assist in managing conflict? | |||
| Establish and agree on the nature and details of conflict? | |||
| Determine impact of conflict? | |||
| Manage conflict and take responsibility to seek a solution within scope of own role and responsibilities as per Complaints Policy and Procedures and Customer Service Policy and Procedures? | |||
| Evaluate options to resolve the conflict, taking into account organisational policies and constraints, and implemented best solution? | |||
| Complete required reports? | |||
| Provide feedback to the wait person about the conflict and the outcome? | |||
| Sought feedback from the wait person about the conflict and the outcome? | |||
| Reflect on the conflict, their handling of the situation and the solution they decided upon? | |||
| Identity the causes of the conflict and identify workplace enhancements and/or improvements? | |||
| Demonstrate effective communication skills during the role play? | |||
| Role play 3: | |||
| Identify potential for conflict? | |||
| Take swift and tactful action to prevent escalation? | |||
| Take action within own scope of responsibility to deal with a situation that impacted the personal safety of staff? | |||
| Sought assistance in seeking a solution to this conflict? | |||
| Identify and use relevant resources to assist in managing conflict, within own scope of responsibility? | |||
| Implement the most appropriate solution? | |||
| Complete required report? | |||
| Reflect on the conflict, their handling of the situation and the solution they decided upon? | |||
| Identity the causes of the conflict and identify workplace enhancements and/or improvements? | |||
| Demonstrate effective communication skills during the role play? | |||
| Trainers Feedback: | |
| Trainers Name: | Signature and date: |
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