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Elements and Performance Criteria

1. Identify conflict situations
   • Identify potential for conflict quickly and take swift and tactful action to prevent escalation
   • Identify quickly situations where personal safety of customers or colleagues may be threatened, and organise appropriate assistance
2. Resolve conflict situations
   • Take responsibility for finding a solution to the conflict within the scope of individual responsibility
   • Encourage all points of view, accept them and treat them with respect
   • Use effective communication skills to assist in the management of the conflict
   • Use accepted conflict resolution techniques to manage the conflict situation and develop solutions
3. Resolve escalated complaints
   • Take responsibility for resolving the complaint
   • Handle escalated complaints sensitively, courteously and discreetly
   • Convey an empathetic and helpful attitude using active listening and questioning
   • Query the customer for any information regarding possible causes related to the complaint
   • Establish and agree on the nature and details of the complaint with the customer
   • Assess the impact of the complaint on the customer in order to provide an appropriate response and solution
   • Determine possible options to resolve the complaint and quickly analyse and determine the best solution, taking into account organisational constraints
   • Take appropriate action to resolve the complaint, and, wherever possible, to the customer's satisfaction
   • Where appropriate, use techniques to turn complaints into opportunities to demonstrate high quality customer service
   • Complete any necessary documentation accurately and within time constraints
   • Provide feedback on complaints to appropriate personnel in order to avoid future occurrence

Required Skills

Required skills

conflict resolution skills and strategies incorporating communication skills of assertiveness listening nonverbal communication language style problem solving negotiation

Required knowledge

group processes and roles people play procedures for handling customer complaints in a given industry or workplace context types of conflict in the workplace and typical causes conflict theory including signs stages levels factors involved results

Evidence Required

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	The following evidence is critical to the judgement of competence in this unit knowledge of conflict resolution techniques ability to apply conflict resolution techniques and resolve a range of different conflict situations in contexts appropriate to the job role and workplace
Context of and specific resources for assessment	The assessment context must provide for activities that allow the candidate to address a range of commonlyoccurring conflict situations that may be found in the workplace These should be related to the usual work roles of the candidate such as handling escalated customer complaints in a frontofhouse environment resolving disputes with colleagues over work aspects dealing with contractors or suppliers who fail to meet obligations interaction with others to demonstrate appropriate interpersonal skills for resolving conflicts
Method of assessment	Assessment may incorporate a range of methods to assess practical skills and the application of essential underpinning knowledge and might include 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 incident reports prepared by the candidate written or oral questions to assess underpinning theories related to conflict resolution review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate Assessment methods should closely reflect workplace demands and the needs of particular groups eg people with disabilities and people who may have literacy or numeracy difficulties such as speakers of languages other than English remote communities and those with interrupted schooling
Guidance information for assessment	Assessment of this unit requires access to typical organisational complaint and conflict policies and procedures

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Range Statement

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Conflict and escalated complaint situations may relate to:	conflicts among work colleagues customer complaints denied requests for refunds or exchanges dissatisfaction with seats allocated drug or alcohol affected persons ejection from premises late customers refused entry
Organisational constraints may include:	budgetary constraints no availability of replacement goods, services or tickets strict refund/exchange policy

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