Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SITXCOM401 Mapping and Delivery Guide
Manage conflict
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | SITXCOM401 - Manage conflict |
---|---|---|---|
Description | 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. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | This 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. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
||
Prerequisites/co-requisites | Not applicable. | ||
Competency Field |
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. |
| |||||||
Element: Resolve conflict. |
| |||||||
Element: Evaluate conflicts and resolutions. |
|