Assessor Resource

SITXCOM005
Manage conflict

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the performance outcomes, skills and knowledge required to resolve complex or escalated complaints and disputes with internal and external customers and colleagues. It requires the ability to use effective conflict resolution techniques and communication skills to manage conflict and develop solutions. It does not cover formal negotiation, counselling or mediation.

The unit applies to all tourism, travel, hospitality and event sectors.

The unit applies mainly to senior operational personnel, supervisors and managers who operate with some level of independence and use discretion and judgement to resolve conflicts.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Identify conflict situations.

1.1.Identify potential for conflict and take swift and tactful action to prevent escalation.

1.2.Identify situations where personal safety of customers or colleagues may be threatened and organise appropriate assistance.

1.3.Identify and use resources to assist in managing conflict.

2. Resolve conflict.

2.1.Establish and agree on the nature and details of conflict with all parties and assess impact.

2.2.Manage conflict within scope of own role and responsibilities, and according to organisational procedures.

2.3.Take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required.

2.4.Identify and evaluate impact of conflict on business reputation and legal liability.

2.5.Evaluate options to resolve the conflict, taking into account organisational policies and constraints.

2.6.Implement the best solution and complete required reports.

3. Evaluate conflict resolution.

3.1.Communicate with parties involved to seek and provide feedback on conflict and its resolution.

3.2.Evaluate and reflect on the conflict and effectiveness of the solution.

3.3.Determine possible causes of workplace conflict and provide input for workplace enhancement and improvements.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

resolve escalated complaints or disputes with customers in relation to at least three of the following matters:

delays or poor timing of product or service supply

incorrect pricing of product or service

delays or errors in providing product or service

misunderstanding of customer request or communication barrier

problem or fault with product or service

refused entry or ejection from premises

resolve team member disputes in relation to at least two of the following complex matters:

dispute or argument among work colleagues

job duties or rosters

lack of competence

worker mistake

dismissal

cultural misunderstanding

take appropriate action in response to at least two of the following threat or conflict situations:

customer refusing to leave or be pacified

drug or alcohol-affected person

person who appears to be violent or are threatening

people involved in physical violence

person with gun or arms

situation where someone has been or may be hurt

use a range of conflict-resolution techniques and communication skills when seeking to resolve above situations.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

commonly occurring conflict situations in the tourism, travel, hospitality and event industries and their typical causes

conflict theory:

signs

stages

levels

factors involved

results

conflict-resolution techniques:

assertiveness

negotiation

use of appropriate communication

resources to assist in managing conflict:

counsellors

internal security staff

mediators

other staff members

police

senior staff

communication techniques:

active listening

empathising with the person's situation while upholding organisational policy

non-verbal communication and recognition of non-verbal signs

language style

questioning techniques

those appropriate to different social and cultural groups

organisational policies and procedures for complaint, conflict and dispute resolution.

Skills must be demonstrated in an operational tourism, travel, hospitality or events environment where conflicts occur. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

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; these can be:

customers in an industry workplace who are assisted by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Identify conflict situations.

1.1.Identify potential for conflict and take swift and tactful action to prevent escalation.

1.2.Identify situations where personal safety of customers or colleagues may be threatened and organise appropriate assistance.

1.3.Identify and use resources to assist in managing conflict.

2. Resolve conflict.

2.1.Establish and agree on the nature and details of conflict with all parties and assess impact.

2.2.Manage conflict within scope of own role and responsibilities, and according to organisational procedures.

2.3.Take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required.

2.4.Identify and evaluate impact of conflict on business reputation and legal liability.

2.5.Evaluate options to resolve the conflict, taking into account organisational policies and constraints.

2.6.Implement the best solution and complete required reports.

3. Evaluate conflict resolution.

3.1.Communicate with parties involved to seek and provide feedback on conflict and its resolution.

3.2.Evaluate and reflect on the conflict and effectiveness of the solution.

3.3.Determine possible causes of workplace conflict and provide input for workplace enhancement and improvements.

Specifies different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included.

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Managing conflict must include:

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

using effective conflict-resolution techniques and communication skills

minimising the impact of conflict on other colleagues and customers.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

resolve escalated complaints or disputes with customers in relation to at least three of the following matters:

delays or poor timing of product or service supply

incorrect pricing of product or service

delays or errors in providing product or service

misunderstanding of customer request or communication barrier

problem or fault with product or service

refused entry or ejection from premises

resolve team member disputes in relation to at least two of the following complex matters:

dispute or argument among work colleagues

job duties or rosters

lack of competence

worker mistake

dismissal

cultural misunderstanding

take appropriate action in response to at least two of the following threat or conflict situations:

customer refusing to leave or be pacified

drug or alcohol-affected person

person who appears to be violent or are threatening

people involved in physical violence

person with gun or arms

situation where someone has been or may be hurt

use a range of conflict-resolution techniques and communication skills when seeking to resolve above situations.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

commonly occurring conflict situations in the tourism, travel, hospitality and event industries and their typical causes

conflict theory:

signs

stages

levels

factors involved

results

conflict-resolution techniques:

assertiveness

negotiation

use of appropriate communication

resources to assist in managing conflict:

counsellors

internal security staff

mediators

other staff members

police

senior staff

communication techniques:

active listening

empathising with the person's situation while upholding organisational policy

non-verbal communication and recognition of non-verbal signs

language style

questioning techniques

those appropriate to different social and cultural groups

organisational policies and procedures for complaint, conflict and dispute resolution.

Skills must be demonstrated in an operational tourism, travel, hospitality or events environment where conflicts occur. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

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; these can be:

customers in an industry workplace who are assisted by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Identify potential for conflict and take swift and tactful action to prevent escalation. 
Identify situations where personal safety of customers or colleagues may be threatened and organise appropriate assistance. 
Identify and use resources to assist in managing conflict. 
Establish and agree on the nature and details of conflict with all parties and assess impact. 
Manage conflict within scope of own role and responsibilities, and according to organisational procedures. 
Take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required. 
Identify and evaluate impact of conflict on business reputation and legal liability. 
Evaluate options to resolve the conflict, taking into account organisational policies and constraints. 
Implement the best solution and complete required reports. 
Communicate with parties involved to seek and provide feedback on conflict and its resolution. 
Evaluate and reflect on the conflict and effectiveness of the solution. 
Determine possible causes of workplace conflict and provide input for workplace enhancement and improvements. 

Forms

Assessment Cover Sheet

SITXCOM005 - Manage conflict
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Assessment Record Sheet

SITXCOM005 - Manage conflict

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