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Evidence Guide: SITXCOM005 - Manage conflict

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

SITXCOM005 - Manage conflict

What evidence can you provide to prove your understanding of each of the following citeria?

Identify conflict situations.

  1. Identify potential for conflict and take swift and tactful action to prevent escalation.
  2. Identify situations where personal safety of customers or colleagues may be threatened and organise appropriate assistance.
  3. Identify and use resources to assist in managing conflict.
Identify potential for conflict and take swift and tactful action to prevent escalation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and use resources to assist in managing conflict.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve conflict.

  1. Establish and agree on the nature and details of conflict with all parties and assess impact.
  2. Manage conflict within scope of own role and responsibilities, and according to organisational procedures.
  3. Take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required.
  4. Identify and evaluate impact of conflict on business reputation and legal liability.
  5. Evaluate options to resolve the conflict, taking into account organisational policies and constraints.
  6. Implement the best solution and complete required reports.
Establish and agree on the nature and details of conflict with all parties and assess impact.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage conflict within scope of own role and responsibilities, and according to organisational procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and evaluate impact of conflict on business reputation and legal liability.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate options to resolve the conflict, taking into account organisational policies and constraints.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement the best solution and complete required reports.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate conflict resolution.

  1. Communicate with parties involved to seek and provide feedback on conflict and its resolution.
  2. Evaluate and reflect on the conflict and effectiveness of the solution.
  3. Determine possible causes of workplace conflict and provide input for workplace enhancement and improvements.
Communicate with parties involved to seek and provide feedback on conflict and its resolution.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate and reflect on the conflict and effectiveness of the solution.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine possible causes of workplace conflict and provide input for workplace enhancement and improvements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

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.

Required Skills and Knowledge

ELEMENTS

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 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

worker mistake

dismissal

cultural misunderstanding

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.

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

conflict theory:

signs

stages

levels

factors involved

results

conflict-resolution techniques:

assertiveness

negotiation

use of appropriate communication

resources to assist in managing conflict:

counsellors

internal security staff

mediators

other staff members

police

senior staff

communication techniques:

active listening

empathising with the person's situation while upholding organisational policy

non-verbal communication and recognition of non-verbal signs

language style

questioning techniques

those appropriate to different social and cultural groups

organisational policies and procedures for complaint, conflict and dispute resolution.

Range Statement

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.