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Elements and Performance Criteria

  1. Identify conflict situations.
  2. Resolve conflict.
  3. Evaluate conflict resolution.

Range Statement

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.

Performance Evidence

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


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.

Knowledge Evidence

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:




factors involved


conflict-resolution techniques:



use of appropriate communication

resources to assist in managing conflict:


internal security staff


other staff members


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.