Deal with conflict and resolve complaints

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver CUECOR04B, 'Deal with conflict and resolve complaints'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Deal with conflict and resolve complaints' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

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


Qualifications and Skillsets

CUECOR04B appears in the following qualifications:

  • CUL40204 - Certificate IV in Museum Practice
  • CUL30104 - Certificate III in Library-Information Services
  • CUE30303 - Certificate III in Venues and Events (Customer Service)
  • CUE40403 - Certificate IV in Venues and Events (Customer Service)