The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

knowledge of conflict resolution techniques

ability to apply conflict resolution techniques to resolve a range of different conflict situations in contexts appropriate to the job role and workplace.

Context of and specific resources for assessment

Assessment must ensure:

activities that allow the candidate to address a range of commonly-occurring conflict situations that may be found in the workplace relating to the usual work roles of the candidate, such as handling customer complaints in a restaurant, resolving disputes with colleagues over work aspects, or dealing with contractors or suppliers who fail to meet obligations; for those undertaking generic pre-employment training, assessment must cover a range of industry contexts to allow for a broad range of vocational outcomes

interaction with others to demonstrate appropriate interpersonal skills for resolving conflicts.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of the candidate demonstrating complaint handling or negotiation skills, either in the workplace or through role-plays

case studies to analyse and resolve conflict situations arising in various work contexts

written or oral questions to assess underpinning theories related to conflict resolution

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SITXCCS002A Provide quality customer service

SITXMGT001A Monitor work operations

SITXHRM005A Lead and manage people

SITXHRM007A Manage workplace diversity.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

communication skills to determine details and causes of the conflict through observation, questioning and active listening

conflict resolution skills and strategies incorporating communication skills of:

assertiveness

listening

non-verbal communication

language style

problem-solving

negotiation

ability to follow procedures for handling complaints.

The following knowledge must be assessed as part of this unit:

types of conflict that typically occurs and typical causes

conflict theory, including signs, stages, levels, factors involved and results

group processes and roles people play

organisational structures, and workplace cultures and policies

organisation policy and procedures on conflicts and complaints, including any reporting requirements

relevant regulatory, industrial and legislative requirements related to the handling of disputes, dealing with drug or alcohol-affected persons, situations where customers must be refused entry, ejection from premises and security provision.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Conflict situations may relate to:

customer complaints

conflict among work colleagues

refused entry

drug or alcohol-affected persons

ejection from premises

problems or faults with a service or product

delays or poor timing of product or service supply

misunderstandings or communication barriers

difficult or demanding customers

customers with different or special needs or expectations.

Situations where personal safety of customers or colleagues may be threatened and assistance required may involve:

drug or alcohol-affected persons

people with guns or arms

situations where someone has been or may be hurt

people who appear to be violent or are threatening

situations where customers refuse to leave or be pacified.

Customersor colleagues may be from a range of cultural backgrounds and may include:

workmates

hospitality or tourism customers

outside contractors

suppliers.

Resources to assist in managing conflict may include:

senior staff

other staff members

internal security staff or police

counsellors.

Communication skills include:

listening and active listening

questioning techniques, such as asking the right question to elicit the other parties' needs

asking questions to gain information, clarify ambiguities and adequately understand requirements

rephrasing and repeating questions, requests and statements to confirm that they have been correctly understood

empathising with the colleague or customer's situation while upholding organisation policy

assertiveness

non-verbal communication and recognition of non-verbal signs

ability to speak clearly to be understood and use appropriate language, style and tone.

Organisation constraints may include:

costs and budgets

organisation policy on refunds or exchange

lack of availability of replacement items, services or tickets.

Conflict resolution techniques may include:

problem-solving

negotiation

use of appropriate communication skills.

Causes of workplace conflict may include:

poor communication

lack of information

changes to practices and procedures

cultural misunderstanding

lack of empathy

complaints

workplace problems and issues.