Assessor Resource
SITXCOM401
Manage conflict
Assessment tool
Version 1.0
Issue Date: April 2024
This 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.
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.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)