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.
Elements and Performance Criteria
Elements describe the essential outcomes.
Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Identify conflict situations.
1.1.Identify potential for conflict and take swift and tactful action to prevent escalation.
1.2.Identify situations where personal safety of customers or colleagues may be threatened and organise appropriate assistance.
1.3.Identify and use resources to assist in managing conflict.
2. Resolve conflict.
2.1.Establish and agree on the nature and details of conflict with all parties and assess impact.
2.2.Manage conflict within scope of own role and responsibilities, and according to organisational procedures.
2.3.Take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required.
2.4.Identify and evaluate impact of conflict on business reputation and legal liability.
2.5.Evaluate options to resolve the conflict, taking into account organisational policies and constraints.
2.6.Implement the best solution and complete required reports.
3. Evaluate conflict resolution.
3.1.Communicate with parties involved to seek and provide feedback on conflict and its resolution.
3.2.Evaluate and reflect on the conflict and effectiveness of the solution.
3.3.Determine possible causes of workplace conflict and provide input for workplace enhancement and improvements.
Evidence of Performance
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
resolve escalated complaints or disputes with customers in relation to at least three of the following matters:
delays or poor timing of product or service supply
incorrect pricing of product or service
delays or errors in providing product or service
misunderstanding of customer request or communication barrier
problem or fault with product or service
refused entry or ejection from premises
resolve team member disputes in relation to at least two of the following complex matters:
dispute or argument among work colleagues
job duties or rosters
lack of competence
take appropriate action in response to at least two of the following threat or conflict situations:
customer refusing to leave or be pacified
drug or alcohol-affected person
person who appears to be violent or are threatening
people involved in physical violence
person with gun or arms
situation where someone has been or may be hurt
use a range of conflict-resolution techniques and communication skills when seeking to resolve above situations.
Evidence of Knowledge
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
commonly occurring conflict situations in the tourism, travel, hospitality and event industries and their typical causes
use of appropriate communication
resources to assist in managing conflict:
internal security staff
other staff members
empathising with the person's situation while upholding organisational policy
non-verbal communication and recognition of non-verbal signs
those appropriate to different social and cultural groups
organisational policies and procedures for complaint, conflict and dispute resolution.
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 Organisationsâ€™ requirements for assessors.
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Reading skills to:
research sources of internal and external assistance to resolve the conflict.
Writing skills to:
prepare reports, noting comprehensive details of the conflict, the parties involved, discussions with all parties and the resolution.
Initiative and enterprise skills to:
consider and suggest changes to workplace practices to avoid future conflict.
Teamwork skills to:
discuss and resolve conflicts between team members.
Specifies different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included.
Range is restricted to essential operating conditions and any other variables essential to the work environment.
Managing conflict must include:
acknowledging the views of all involved parties and providing them with opportunities to express them
responding to all involved parties in a sensitive, courteous, respectful and discreet manner
using effective conflict-resolution techniques and communication skills
minimising the impact of conflict on other colleagues and customers.
Communication and Teamwork