Student Name: Unit: SITXCOM005 Manage conflict Assessmen tSatisfactory (S) / Not Yet Satisfactory (NYS)Date CommentScenarios/ Questions Part AScenarios/ Questions Part BPracticalFeedback from the...

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Unit: SITXCOM005 Manage conflict
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Course Code SIT50416 Course Name Diploma of Hospitality Management
Unit Code SITXCOM005 Unit Name Manage conflict
Due Date ________________ Assessment Name Scenarios/Questions Part A, BPracticalStudent No. ________________ Student Name _____________________________
Student Phone ________________ Student Email _____________________________Student Declaration
I declare that this assessment is my own work and where my work is supported by documents from my workplace
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Course Code and Name: SIT50416 Diploma of Hospitality Management
Unit Code: SITXCOM005
Unit Title: Manage conflict
Assessment 1
Your task:
Read the following scenarios and answer the corresponding questions for each.
Scenario 1:
You are working as part of the wait staff at a local restaurant. A customer you are serving has called you over to
her table and has complained that she has found a hair in her meal. However, she has finished her meal and there
is no hair to be seen. She is visibly unhappy and demanding a refund. This is not the policy of your restaurant.
1. Name 3 conflict resolution techniques and explain how you will use these to resolve this conflict:
Responses2. What are the dangers of leaving this conflict unresolved?
ResponsesScenario 1 Feedback/comments S NYS
Question 1
Question 2Imagine Education
Scenarios/QuestionsJ:\VET\Hospitality\2018 SIT Hospitality\SIT50416 - Diploma of Hospitality (Mgmt)\SITXCOM005\STUDENT ASSESSMENT
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Scenario 2
You are working at a hotel that is popular with international tourists. A foreign tourist approaches you with a
complaint about his room, but you are struggling to understand his concerns due to his accent and language
barrier. You begin to understand that the customer has an issue with the cleanliness of his bathroom. He is
becoming agitated, aggressive, raising his voice and speaking quickly. He has crossed his arms and looks stiff and
tense, as well as frowning at you. How will you manage this customer’s complaint? Answer the following
questions based on this scenario.
1. What are the signs in this situation that conflict is occurring?
Responses2. How could you overcome this communication barrier?
Responses3. What actions can you take to resolve this complaint?
Responses4. What actions can you take to prevent this situation from happening again in the future?
ResponsesJ:\VET\Hospitality\2018 SIT Hospitality\SIT50416 - Diploma of Hospitality (Mgmt)\SITXCOM005\STUDENT ASSESSMENT
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5. What actions could management take to assist employees to improve their communication with international
customers?
ResponsesScenario 2 Feedback/comments S NYS
Question 1
Question 2
Question 3
Question 4
Question 5J:\VET\Hospitality\2018 SIT Hospitality\SIT50416 - Diploma of Hospitality (Mgmt)\SITXCOM005\STUDENT ASSESSMENT
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Scenario 3
Some hostility has been occurring among your work team as Sarah and James always receive the weekend off,
and the rest of the team is required to work both Saturdays and Sundays. The other employees are beginning to
resent Sarah and James for always receiving the weekend off work. The team rarely works with Sarah and James
due to this rostering, and when they do, there is conflict. The other employees hold fixed opinions about Sarah
and James and as a result, the working environment has become tense and there has been a lot of gossip. The
conflict has not been resolved, and is therefore increasing in severity. As a result, arguments have occurred
between Sarah and other employees. There has been a notable decrease in productivity.1. Conflict theory can be divided into the following parts:1) Signs
2) Stages
3) Levels
4) Factors involved
5) Results
Using the scenario, apply the situations to the relevant parts of conflict theory listed above. Which
aspects need to be addressed by you as the manager?
Responses2. As the manager of this team, describe why you believe this conflict is occurring between Sarah and James and
the other team members.
Responses3. During the initial stages of this conflict, team members were uncomfortable about the rostering situation but
did not argue about the issue. Describe the stage of conflict that this situation has reached. What will happen
if it is ignored further?
ResponsesJ:\VET\Hospitality\2018 SIT Hospitality\SIT50416 - Diploma of Hospitality (Mgmt)\SITXCOM005\STUDENT ASSESSMENT
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4. How can you use communication techniques to effectively manage the conflict within your team and work
well with the other members?
Responses5. How can management work with you to determine and implement a possible solution to this conflict?
Responses6. What results will be achieved if this conflict is managed effectively?
ResponsesScenario 3 Feedback/comments S NYS
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6J:\VET\Hospitality\2018 SIT Hospitality\SIT50416 - Diploma of Hospitality (Mgmt)\SITXCOM005\STUDENT ASSESSMENT
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Scenario 4
A customer at your bar appears to have become drunk and disorderly. He is knocking over drinks, talking loudly
and has begun arguing with a new staff member working next to you at the bar when she refuses to serve the
customer. You notice that his behaviour is becoming increasingly threatening to customers and your fellow staff
member, who is becoming frightened of the situation.
1. How might this situation escalate if you do not respond appropriately?
Responses2. What actions will you take and what resources can you use to effectively address this situation and prevent
escalation?
Responses3. Which documentation do you need to complete in this instance? List 3 instances which must be recorded
associated with conflict situations in a workplace and explain the reasons why this needs to occur.
ResponsesScenario 1 Feedback/comments S NYS
Question 1
Question 2
Question 3J:\VET\Hospitality\2018 SIT Hospitality\SIT50416 - Diploma of Hospitality (Mgmt)\SITXCOM005\STUDENT ASSESSMENT
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Part B – Questions Workplace policies and protocols to deal with and manage conflict
1. Outline the common procedures and policies which could be part of a company policy regarding the
requirements for reporting and management of conflict. What does this need to include?
WHS policy, RSA policy and procedures, personal presentation/ grooming, start times (to avoid being late),
emergency evacuation, Theft, harassment and Bullying,
Responses2. What are the regulatory, industrial and legislative requirements related to the handling of disputes?
Responses3. Explain the variety of communication skills which could be employed to ensure the effectiveness of dealing
with conflict and conflict resolution.
Responses4. What are the procedures where conflict involves drugs, alcohol or violence?
ResponsesJ:\VET\Hospitality\2018 SIT Hospitality\SIT50416 - Diploma of Hospitality (Mgmt)\SITXCOM005\STUDENT ASSESSMENT
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5. What should be covered in an induction program with regards to conflict situations?
Responses6. To whom (other than the HR department) should escalated conflict situations or problems be reported in an
organisation?
Responses7. What is the purpose of evaluating conflict situations? Provide examples how this could be achieved
effectively.
ResponsesJ:\VET\Hospitality\2018 SIT Hospitality\SIT50416 - Diploma of Hospitality (Mgmt)\SITXCOM005\STUDENT ASSESSMENT
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Course Code and Name: SIT50416 Diploma of Hospitality Management
Unit Code: SITXCOM005
Unit Title: Manage conflictAssessment 2
PART A
You will be observed demonstrating how you resolve 3 escalated complaints or disputes (to be selected from the
list below/”Nature of problem”) with customers. When solving the complaints or disputes you are required to
apply a range of conflict-resolution techniques and communication skills. The observation criteria below provide
an indication of the expected performance requirements.
Instance Date Duration from ... to... Nature of problem (3 must be selected in total for instances 1-3)
Instance 1: 28/05/18refused entry or ejection from premisesBrief Overview of the nature of problem: a wedding reception is booked at the function centre where you work. All the
guests are inside and the bridal party arrive you notice the Bride is slurring her words, she is swaying a little bit her eyes
are very red and you smell alcohol. You are the manager and suspect she is intoxicated and as such she must be refused
entry to the establishment.Work or Service Context:Instance 2: 28/05/18 Nature of problem (3 must be selected in total for instances 1-3)
delays or poor timing of product or service supply
incorrect pricing of product or serviceBrief Overview of the matter/problem: it is a busy Saturday night in your bar / restaurant and you are short staffed because
two staff has called in sick. A party of ten (10) is late arriving and as such have sat down with a lot of other tables and it is
hard to get service to everyone at the same time. As a result they have complained that they have not been served for a
long time. When they receive their bill the think they have been over charged for a round of drinks that they say they did
not receive.Work or Service Context:Instance 3: 28/05/18 Nature of problem (3 must be selected in total for instances 1-3)Imagine Education
PracticalJ:\VET\Hospitality\2018 SIT Hospitality\SIT50416 - Diploma of Hospitality (Mgmt)\SITXCOM005\STUDENT ASSESSMENT
GUIDE\SITXCOM005_Student Assessment v3.0.docxproblem or fault with product or serviceBrief Overview of the matter/problem:
problem or fault with product or service
two (2) businessmen have ordered the 3 course lunch special at your establishment. They have advised the waitress that they
only have 1 hour for lunch as they need to attend an important meeting and were advised that this was no problem at all.
They are being served their beverages and shortly after, the first course is being served. 10 minutes after they have finished
the first course, the waitress returns to the table and advises that the kitchen has run out of the main course for the
lunch special, and advises the customers that there is an alternative they can offer for a surcharge of $15 per person. The
customers are annoyed about this “Recommendation” not to mention the impact on their limited time available for
lunch and ask to see the manager – YOU. Demonstrate how you will resolve this issueWork or Service Context:J:\VET\Hospitality\2018 SIT Hospitality\SIT50416 - Diploma of Hospitality (Mgmt)\SITXCOM005\STUDENT ASSESSMENT
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Criteria 1.Instanc
e
2.Instanc
e3.Instanc
eS NYS S NYS S NYS CommentsConducts in a friendly manner
Communicates in a respectful manner
Identifies the issue(s) correctly
Remains objective at all times
Listens to what the person(s) say(s)
Uses empathy where relevant
Employs appropriate Questioning techniques to assist in
clarification of issues
Uses open body language
Uses clear language
Identifies resources as relevant (e.g. Organisational Policies)
Uses resources as relevant: ________________________
Agrees on nature of details: _______________________
Pro-actively seeks a solution within job role/organisational
policies/constraints
Identifies potential impacts on the business
Considers legal implications: _______________________
Implements agreed solution: _______________________
Completes organisational reports as relevant: ________________
Communicates recommendations/ issues with staff or
management as relevant: ___________________________
Displays a professional can-do attitude when dealing with
customer service issues
Pro-actively identifies and deals with issues as these ariseJ:\VET\Hospitality\2018 SIT Hospitality\SIT50416 - Diploma of Hospitality (Mgmt)\SITXCOM005\STUDENT ASSESSMENT
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PART B
You will be observed demonstrating how you resolve 2 team member disputes with customers. When solving
the complaints or disputes you are required to apply a range of conflict-resolution techniques and
communication skills. The observation criteria below provide an indication of the expected performance
requirements.
Instance Date Duration from ... to... Matter/problem (2 must be selected in total for instances 1-2)
Instance 1:dispute or argument among work colleagues
job duties or rostersBrief Overview of the matter/problem:
Jack and Susan are angry because they are rostered every weekend whilst John, the assistant manager, has every weekend
off to enable him to participate in his hobby related sports events. They hold a grudge against John and they believe there is
little they can do due to John’s position as assistant manager. You as the manager have noticed that Jack and Susan’s regular
outgoing friendly nature has changed and this has started to reflect on how they interact with their colleagues. You have
called Jack and Susan into your office and they now air their frustration.
Demonstrate how you will resolve this issue. Your actions are underpinned by common workplace relation provisions (as
these may exist) and EEO legislation, awards etc.Work or Service Context:Instance 2: Matter/problem (2 must be selected in total for instances 1-2)worker mistake
dismissal
cultural misunderstandingBrief Overview of the matter/problem:
You are a supervisor at a small catering company. Management has recently hired a new waitress to join your
team. Maria has moved from Indonesia and although she is quite proficient at speaking English, she regularly
gets confused when other members of the wait staff use slang such as “brekkie” and “arvo”. Some of the
waiters laugh at Maria when she mispronounces words or doesn’t understand specific instructions. This
behaviour causes her to feel excluded from the work team and humiliatedWork or Service Context:J:\VET\Hospitality\2018 SIT Hospitality\SIT50416 - Diploma of Hospitality (Mgmt)\SITXCOM005\STUDENT ASSESSMENT
GUIDE\SITXCOM005_Student Assessment v3.0.docx
Criteria 1.Instanc
e
2.Instanc
e3.Instanc
eS NYS S NYS S NYS CommentsConducts in a friendly manner
Communicates in a respectful manner
Identifies the issue(s) correctly
Remains objective at all times
Listens to what the person(s) say(s)
Uses empathy where relevant
Employs appropriate Questioning techniques to assist in
clarification of issues
Uses open body language
Uses clear language
Identifies resources as relevant: _________________________
Uses resources as relevant: ________________________
Agrees on nature of details: _______________________
Pro-actively seeks a solution within job role/organisational
policies/constraints
Identifies potential impacts on the business
Considers legal implications: _______________________
Implements agreed solution: _______________________
Completes organisational reports as relevant: ________________
Communicates recommendations/ issues with staff or
management as relevant: ___________________________
Displays a professional can-do attitude when dealing with
customer service issues
Pro-actively identifies and deals with issues as these arise
add additional criteria as relevant for the type of issueJ:\VET\Hospitality\2018 SIT Hospitality\SIT50416 - Diploma of Hospitality (Mgmt)\SITXCOM005\STUDENT ASSESSMENT
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PART C
You will be observed demonstrating how you take appropriate action during 2 threat or conflict situations.
When seeking to solve or manage the relevant situations, you are required to apply a range of conflict-
resolution techniques and communication skills. The observation criteria below provide an indication of the
expected performance requirements.
Instance Date Duration from ... to... Threat/Conflict (2 must be selected in total for instances 1-2)
Instance 1: 28/05/18customer 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 hurtBrief Overview of the matter/problem:
A customer come into the bottle shop where you are working late on Friday night they pull out a gun and tell you to open
the register and give them all the moneyWork or Service Context:Instance 2: 28/05/18 Threat/Conflict (2 must be selected in total for instances 1-2)
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 hurtBrief Overview of the matter/problem:
You observe a customer stumbling into furniture and annoying other guests you ask them to leave but they refuse.Work or Service Context:J:\VET\Hospitality\2018 SIT Hospitality\SIT50416 - Diploma of Hospitality (Mgmt)\SITXCOM005\STUDENT ASSESSMENT
GUIDE\SITXCOM005_Student Assessment v3.0.docx
Criteria 1.Instanc
e
2.Instanc
e3.Instanc
eS NYS S NYS S NYS CommentsConducts in a professional manner
Communicates in a respectful manner
Identifies the issue(s) correctly
Remains objective at all times
Listens to what the person(s) say(s)
Uses empathy where relevant
Employs appropriate Questioning techniques to assist in
clarification of issues
Uses open body language
Uses clear language
Identifies resources as relevant: _________________________
Uses resources as relevant: ________________________
Takes pro-active measures to ensure the safety of others
Pro-actively seeks a solution within job role/organisational
policies/constraints
Identifies potential impacts on the business
Considers legal implications: _______________________
Implements agreed solution: _______________________
Completes organisational reports as relevant: ________________
Communicates recommendations/ issues with staff or
management as relevant: ___________________________
Displays a professional can-do attitude when dealing with critical
issues
Pro-actively identifies and deals with issues as these arise
Feedback:Result: Satisfactory | Not Satisfactory | Not AssessedStudent Declaration: I declare that I have been assessed in this
unit, and I have been advised of my result. I also am aware of
my appeal rights.Name: ________________________
Signature: ________________________
Date: ____/_____/_____Assessor: I declare that I have conducted a fair, valid, reliable
and flexible assessment with this student, and I have provided
appropriate feedbackName: Paraic Kavanagh
Signature: ________________________
Date: ____/_____/_____J:\VET\Hospitality\2018 SIT Hospitality\SIT50416 - Diploma of Hospitality (Mgmt)\SITXCOM005\STUDENT ASSESSMENT
Jun 22, 2021SITXCOM005Training.Gov.Au
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