North melbourne vic aie commercial kitchen requirementspen

SITXCOM005 – Manage Conflict

Student Assessment

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A SSESSMENT RECEIPT FORM

1. 2.	This form must be stapled on top of the Assessment Workbook upon submission. This Assessment Receipt Form must be dated and signed in.

Unit Code & Description: SITXCOM005 – Manage Conflict

This assessment booklet and tools has been designed for students undertaking face to face mode of study to provide information before students take assessments and contains assessment tools to assess the skills and knowledge required from students to be deemed competent in this unit.

This booklet might not be suitable for students taking other modes of study e.g. online or work based.

The purpose of assessment is to determine competency in the unit SITXCOM005 Manage

Conflict.

Evidence of the ability to complete tasks outlined in elements and performance criteria of

this unit in the context of the job role, and:

- delays or errors in providing product or service

- misunderstanding of customer request or communication barrier

- job duties or rosters

- lack of competence

situations:

- customer refusing to leave or be pacified

- situation where someone has been or may be hurt

 use a range of conflict-resolution techniques and communication skills when seeking to

 commonly occurring conflict situations in the tourism, travel, hospitality and event

industries and their typical causes

- factors involved

- results

 resources to assist in managing conflict:

- counsellors

- senior staff

 communication techniques:

- questioning techniques

- those appropriate to different social and cultural groups

Students unsuccessful at achieving “Satisfactory” for any assessment at the first attempt will be given two additional opportunities for reassessment. If the student is still deemed Not Yet Competent (NYC) after two reassessments in a unit of competency student will be required to re-enrol in the unit of competency as per the scheduled delivery of the course. For further details, refer to AIE T raining and assessment policy and procedure.

Outline of evidence to be collected
You must submit the following evidence to be marked competent for this unit. Your assessor will ensure that the evidence submitted meets the Rules of Evidence which are valid, sufficient, current and authentic.

A ssessment Tasks and Instructions




Unit(s) of Competency and Code(s)	SITXCOM005 Manage Conflict

1. Has reasonable adjustment been applied to this assessment?

My assessor has discussed the adjustments with me

I agree to the adjustments applied to this assessment

Date



Name
Signature		Date
Version: V1	10 of 42

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

o signs

o stages

o assertiveness

o negotiation

o mediators

o other staff members

o empathising with the person's situation while upholding organisational policy

o non-verbal communication and recognition of non-verbal signs

A ssessment 3

Place/Location where assessment will be conducted

Refer to the Assessment conditions attached to the 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

 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.

 ALL tasks must be completed in legible English. It is preferred that the tasks submitted for assessments are typed and if written that they are legible and clear, if handwritten.

completed)

	Not Yet Satisfactory

Satisfactor

Not Yet

Satisfac

Date:

/ /

Note for students: If you are dissatisfied with an assessment outcome, you may appeal the assessment decision. In the first instance, you are encouraged to appeal informally by contacting the assessor and discussing the matter with them. If you are dissatisfied with the outcome of such discussion, you may appeal further to either the course coordinator and/or Head of Department. If you are still dissatisfied, you may appeal formally and in writing to have the result reviewed. For more information, refer to the:

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.

1. Name 3 conflict resolution techniques and explain how you will use these to resolve this conflict:

Responses
1. The situation remains unchanged and begins to affect everything it work 2. Builds resentment and makes situation worse

2. How could you overcome this communication barrier?

5. What	actions	could	management	take	to	assist employees	to	improve
5. What							to	improve

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.

2. As the manager of this team, describe why you believe this conflict is occurring between Sarah and James and the other team members.

3. 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?

5. How can management work with you to determine and implement a possible solution to this conflict?

-If conflict isn’t handled correctly it can seriously affect relationships, workplaces and life situations.

2. What actions will you take and what resources can you use to effectively address this situation and prevent escalation?

Responses