Manage conflict

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.


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.


Not applicable.

Elements and Performance Criteria

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

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 Take responsibility for finding a solution to conflict.

2.2 Establish and agree on the nature and details of conflict with all parties and assess impact.

2.3 Deal with conflict sensitively, courteously and discreetly.

2.4 Minimise impact on other colleagues and customers.

2.5 Use effective conflict resolution techniques and communication skills to manage the conflict and develop solutions.

2.6 Encourage all points of view, acknowledge them and treat them with respect.

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

2.8 Evaluate options to resolve the dispute taking into account any organisational policies and constraints.

2.9 Implement the best solution and complete required documentation.

3. Evaluate conflicts and resolutions.

3.1 Communicate with the parties involved to seek and provide feedback on conflict and its resolution.

3.2 Evaluate and reflect on the situation and effectiveness of the solution.

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

Required Skills

Required skills

communication skills to deal with conflict sensitively, courteously and discreetly through use of conflict resolution techniques

critical thinking skills to analyse and decide on the best resolution for conflict

initiative and enterprise skills to consider and suggest changes to workplace practices to avoid future conflict

literacy skills to:

research sources of internal and external assistance to resolve the conflict

write reports, including comprehensive details of the conflict, the parties involved, discussions with all parties and the resolution

problem-solving skills to identify and resolve conflicts and minimise impact on other colleagues and customers

self-management skills to take responsibility for conflict outcomes

teamwork skills to discuss and resolve conflicts between team members.

Required knowledge

types of conflict in the tourism, travel, hospitality and event industries, typical causes and resolutions

conflict theory, including signs, stages, levels, factors involved and results

conflict resolution and communication techniques, including:


active listening

nonverbal communication

language style


use of appropriate communication

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

Evidence Required

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

Evidence of the ability to:

resolve different workplace conflicts using a range of conflict resolution and communication techniques

demonstrate knowledge of commonly occurring conflict situations in the workplace and the stages of conflict.

Context of and specific resources for assessment

Assessment must ensure use of:

a real or simulated tourism, hospitality or event industry environment where conflicts occur

current commercial policies and procedures for complaint, conflict and dispute resolution

others with whom the individual can interact to resolve conflicts.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation, using role plays, of the individual resolving conflicts using a range of communication techniques

use of simulated activities to assess participation in conflicts involving:

customers refusing to leave or be pacified

drug or alcoholaffected persons

people who appear to be violent or are threatening

use of problem-solving activities so the individual can analyse and find solutions for various conflicts arising in the workplace

written or oral questioning to assess knowledge of:

types of conflict

conflict theory

conflict resolution and communication techniques

content of policy and procedures for refunds or exchange

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

BSBDIV501A Manage diversity in the workplace

SITHACS201 Provide porter services

SITHACS303 Provide accommodation reception services

SITTGDE303 Lead tour groups

SITTGDE401 Coordinate and operate tours

SITXCCS302 Provide club reception services

SITXCCS303 Provide service to customers

SITXCCS401 Enhance the customer service experience

SITXHRM503 Monitor staff performance.

Range Statement

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 may relate to:

customers whose special needs or expectations have not been met

delays or poor timing of product or service supply

difficult or complex customer complaints

difficult or demanding customers

disputes or arguments among work colleagues

drug or alcoholaffected persons

ejection from premises

escalated customer or staff complaints leading to disputes

human resource issues:


incorrect pay

job duties

lack of competence

worker mistakes



misunderstandings or communication barriers

problems or faults with a service or product

refused entry.

Situations may involve:

customers refusing to leave or be pacified

drug or alcoholaffected persons

people who appear to be violent or are threatening

people involved in physical violence

people with guns or arms

situations where someone has been or may be hurt.

Customers or colleagues may include:

internal or external customers

those from a range of social and cultural backgrounds

outside contractors



Resources may include:


internal security staff


other staff members


senior staff.

Conflict resolution techniques may include:


use of appropriate communication skills.

Communication skills may include:

ability to speak clearly, be understood and use appropriate language, style and tone

active listening

asking questions to gain information, clarify ambiguities and adequately understand requirements


empathising with the person’s situation while upholding organisational policy

nonverbal communication and recognition of nonverbal signs

questioning techniques, such as asking the right question to elicit the other parties’ needs

rephrasing and repeating questions, requests and statements to confirm that they have been correctly understood

those appropriate to different social and cultural groups.

Policies and constraintsmay include:


customer service




staff grievance

costs and budgets

lack of availability of replacement products or services

organisational policy on refunds or exchange.

Causes of workplace conflict may include:

changes to practices and procedures


cultural misunderstanding

lack of empathy

lack of information

poor communication

rostering issues

workplace systems.



Employability Skills

This unit contains employability skills.

Licensing Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.