Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SITXCOM005 Mapping and Delivery Guide
Manage conflict
Version 1.0
Issue Date: April 2024
Qualification | - |
Unit of Competency | SITXCOM005 - Manage conflict |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | 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.The 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.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. Skills must be demonstrated in an operational tourism, travel, hospitality or events environment where conflicts occur. This can be: an industry workplace a simulated industry environment. Assessment must ensure access to: current commercial policies and procedures for complaint, conflict and dispute resolution internal and external customers and colleagues with whom the individual can interact to resolve conflicts; these can be: customers in an industry workplace who are assisted by the individual during the assessment process; or individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation. Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors. |
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Prerequisites/co-requisites | |||
Competency Field | Communication and Teamwork |
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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Identify conflict situations. |
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Element: Resolve conflict. |
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Element: Evaluate conflict resolution. |
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