Required skills

communication skills to deal with conflict sensitively courteously and discreetly through use of conflict resolution techniques

critical thinking skills to analyse and decide on the best resolution for conflict

initiative and enterprise skills to consider and suggest changes to workplace practices to avoid future conflict

literacy skills to

research sources of internal and external assistance to resolve the conflict

write reports including comprehensive details of the conflict the parties involved discussions with all parties and the resolution

problemsolving skills to identify and resolve conflicts and minimise impact on other colleagues and customers

selfmanagement skills to take responsibility for conflict outcomes

teamwork skills to discuss and resolve conflicts between team members

Required knowledge

types of conflict in the tourism travel hospitality and event industries typical causes and resolutions

conflict theory including signs stages levels factors involved and results

conflict resolution and communication techniques including

assertiveness

active listening

nonverbal communication

nonverbal communication

language style

negotiation

use of appropriate communication

organisational policies and procedures for complaint conflict and dispute resolution

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

Evidence of the ability to

resolve different workplace conflicts using a range of conflict resolution and communication techniques

demonstrate knowledge of commonly occurring conflict situations in the workplace and the stages of conflict

Context of and specific resources for assessment

Assessment must ensure use of

a real or simulated tourism hospitality or event industry environment where conflicts occur

current commercial policies and procedures for complaint conflict and dispute resolution

others with whom the individual can interact to resolve conflicts

Method 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 using role plays of the individual resolving conflicts using a range of communication techniques

use of simulated activities to assess participation in conflicts involving

customers refusing to leave or be pacified

drug or alcoholaffected persons

drug or alcoholaffected persons

people who appear to be violent or are threatening

use of problemsolving activities so the individual can analyse and find solutions for various conflicts arising in the workplace

written or oral questioning to assess knowledge of

types of conflict

conflict theory

conflict resolution and communication techniques

content of policy and procedures for refunds or exchange

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector workplace and job role for example

BSBDIVA Manage diversity in the workplace

BSBDIV501A Manage diversity in the workplace

SITHACS Provide porter services

SITHACS Provide accommodation reception services

SITTGDE Lead tour groups

SITTGDE Coordinate and operate tours

SITXCCS Provide club reception services

SITXCCS Provide service to customers

SITXCCS Enhance the customer service experience

SITXHRM Monitor staff performance

Conflict may relate to:

Situations may involve:

Customers or colleagues may include:

Resources may include:

Conflict resolution techniques may include:

Communication skills may include:

Policies and constraintsmay include:

Causes of workplace conflict may include: