• CUECOR04B - Deal with conflict and resolve complaints

Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

CUECOR04B Mapping and Delivery Guide
Deal with conflict and resolve complaints

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency CUECOR04B - Deal with conflict and resolve complaints
Description This unit describes the skills and knowledge required to handle difficult interpersonal situations with both customers and colleagues when conflict arises. It does not cover skills associated with formal negotiation, counselling or mediation.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application People working at all levels across a range of cultural industry sectors apply the day-to-day conflict resolution skills and knowledge outlined in this unit. At this level, personnel could also be involved in resolving escalated complaints. This unit has strong linkages to the following units, and combined assessment and/or training is recommended:CUECOR02C Work with othersCUECOR03B Provide quality service to customers.Note that conflict resolution in relation to colleagues is included in both this unit and the unit CUECOR02C Work with others. Care should be taken to avoid duplication in training and assessment.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field Communication - interpersonal communication
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities
Slides
PPT
Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: 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
       
Element: 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
       
Element: 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
       


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.

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 commonly-occurring 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 front-of-house 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 on-the-job performance by the candidate.

Assessment methods should closely reflect workplace demands and the needs of particular groups (e.g. 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.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, 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.

Required skills

conflict resolution skills and strategies incorporating communication skills of:

assertiveness

listening

non-verbal 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.

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

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 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 
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 
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 

Forms

Assessment Cover Sheet

CUECOR04B - Deal with conflict and resolve complaints
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

CUECOR04B - Deal with conflict and resolve complaints

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: