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 others

CUECOR03B 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.

ELEMENT

PERFORMANCE CRITERIA

1. Identify conflict situations

1.1. Identify potential for conflict quickly and take swift and tactful action to prevent escalation

1.2. Identify quickly situations where personal safety of customers or colleagues may be threatened, and organise appropriate assistance

2. Resolve conflict situations

2.1. Take responsibility for finding a solution to the conflict within the scope of individual responsibility

2.2. Encourage all points of view, accept them and treat them with respect

2.3. Use effective communication skills to assist in the management of the conflict

2.4. Use accepted conflict resolution techniques to manage the conflict situation and develop solutions

3. Resolve escalated complaints

3.1. Take responsibility for resolving the complaint

3.2. Handle escalated complaints sensitively, courteously and discreetly

3.3. Convey an empathetic and helpful attitude using active listening and questioning

3.4. Query the customer for any information regarding possible causes related to the complaint

3.5. Establish and agree on the nature and details of the complaint with the customer

3.6. Assess the impact of the complaint on the customer in order to provide an appropriate response and solution

3.7. Determine possible options to resolve the complaint and quickly analyse and determine the best solution, taking into account organisational constraints

3.8. Take appropriate action to resolve the complaint, and, wherever possible, to the customer's satisfaction

3.9. Where appropriate, use techniques to turn complaints into opportunities to demonstrate high quality customer service

3.10. Complete any necessary documentation accurately and within time constraints

3.11. Provide feedback on complaints to appropriate personnel in order to avoid future occurrence

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 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.

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

Unit sector

Communication - interpersonal communication

This unit contains employability skills.