SITXCOM010 Unit Assessment Pack Version V1
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Date
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Unit Assessment Pack
SITXCOM010
Manage conflict
Table of Contents
Assessment
Pack
(UAP) –
Cover Sheet
.................................................................................................
3
Student
and
Trainer/Assessor
Details
..............................................................................................
3
Course
and
Unit
Details
...................................................................................................................
3
Assessment
Submission
Method
.....................................................................................................
3
Student
Declaration
.........................................................................................................................
3
Assessment
Plan
..............................................................................................................................
4
Unit
information
pack
......................................................................................................................
4
UAT
1
–
Unit Knowledge
Test
(UKT)
......................................................................................................
5
Pre-assessment
checklist
.................................................................................................................
5
Purpose
...........................................................................................................................................
5
Information
for
students
.................................................................................................................
5
Reasonable
adjustments
.................................................................................................................
5
Student
declaration
.........................................................................................................................
5
Assessment
task
instructions
...........................................................................................................
6
Unit
Assessment
Result
Sheet
(UARS)
..................................................................................................
21
UAT
2 –
Simulation
..............................................................................................................................
23
Pre-assessment
checklist
.................................................................................................................
23
Purpose
...........................................................................................................................................
23
Information
for
students
.................................................................................................................
23
Reasonable
adjustments
.................................................................................................................
23
Student
declaration
.........................................................................................................................
23
Assessment
task
instructions
...........................................................................................................
24
Unit
Assessment
Result
Sheet
(UARS)
..................................................................................................
56
Unit Assessment Pack (UAP)
Version 9 – Jan 2023
Acacia Institute ABN: 93 640 127 340. RTOID: 45640, CRICOS: 03875B
1
Purpose of unit Assessment Pack
This document is for the student and provides all the assessment tasks which need to be completed
to be deemed competent in this unit. The document also provides instructions and information to
assist the student to complete each assessment task. Students must respond to all questions and
submit the assessment to their Assessor.
Copyright
This document was developed by VET Resources
©
2021.
No part of this resources may be reproduced in any form or by any means, electronic or mechanical
including photocopying or recording or by any information retrieval system without written
permission from VET Resources. Legal action may be taken against any person who infringes their
copyright through unauthorised copying.
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Assessment Pack (UAP) – Cover Sheet
Student and Trainer/Assessor Details
Student ID
Student name
Trainer/Assessor name
Course and Unit Details
Course code
Course name
Unit code
SITXCOM010
Unit name
Manage conflict
Assessment Submission Method
☐
By hand to trainer/assessor
☐
By email to
trainer/assessor
☐
Online submission via Learning
Management System (LMS)
☐
By Australia Post to RTO
☐
Any other method
(Please mention here)
Student Declaration
•
I certify that the work submitted for this assessment pack is my own. I have clearly referenced any
sources used in my submission. I understand that a false declaration is a form of malpractice.
•
I have kept a copy of this assessment pack and all relevant notes, attachments, and reference material
that I used in the production of the assessment pack;
•
For the purposes of assessment, I give the Trainer/Assessor of this assessment the permission to:
o
Reproduce this assessment and provide a copy to another member of staff; and
o
Take steps to authenticate the assessment, including communicating a copy of this assessment
to a checking service (which may retain a copy of the assessment on its database for future
plagiarism checking).
Student signature
Date
Assessment Plan
To demonstrate competence in this unit, the student must be assessed as satisfactory in each of the following
assessment tasks.
Evidence recorded
Evidence Type/ Method of assessment
Sufficient evidence
recorded/Outcome
Unit Assessment Task 1
Unit Knowledge Test (UKT)
S / NS (First Attempt)
S / NS (Second Attempt)
Unit Assessment Task 2
Simulation
S / NS (First Attempt)
S / NS (Second Attempt)
Final result
C
☐
NYC
☐
Date assessed
Trainer/Assessor
Signature
Unit information pack
The student and Trainer/Assessor must read and understand all the information in the unit information pack
before completing the unit assessment pack.
UAT 1 – Unit Knowledge Test (UKT)
Pre-assessment checklist
Purpose
The pre-assessment checklist helps students determine if they are ready for assessment. The Trainer/Assessor
must review the checklist with the student before the student attempts the assessment task. If any items of the
checklist are incomplete or not clear to the student, the Trainer/Assessor must provide relevant information to
the student to ensure they understand the requirements of the assessment task. The student must ensure they
are ready for the assessment task before undertaking it.
Information for students
•
Please make sure you have completed the necessary prior learning before attempting this assessment.
•
Please make sure your Trainer/Assessor has clearly explained the assessment process and tasks to be
completed.
•
Please make sure you understand what evidence is required to be collected and how.
•
Please make sure you know your rights and the complaints and appeal process.
•
Please make sure you discuss any special needs or reasonable adjustments to be considered during the
assessment (refer to the Reasonable Adjustments Strategy Matrix and negotiate these with your
Trainer/Assessor).
•
Please make sure that you have access to a computer and the internet (if you prefer to type the answers).
•
Please ensure that you have all the required resources needed to complete this Unit Assessment Task
(UAT).
•
Due date of this assessment task is according to your timetable.
•
In exceptional (compelling and compassionate) circumstances, an extension to submit an assessment can
be granted by the Trainer/Assessor.
•
Evidence of the compelling and compassionate circumstances must be provided together with your
request for an extension to submit your assessment work.
•
Request for an extension to submit your assessment work must be made before the due date of this
assessment task.
Reasonable adjustments
•
If student has requested a reasonable adjustment, then complete the reasonable adjustment form
included in the unit information pack.
Student declaration
•
I confirm that Trainer/Assessor has provided all the information related to the assessment task as
included in the information for student section and I am ready for the assessment.
Student signature
Date
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Assessment task instructions
Assessment type:
•
Written Questions
Instructions provided to the student:
Assessment task description:
•
This is the first (1) unit of assessment task that the student must successfully complete to be deemed
competent in this unit of competency.
•
The Unit Knowledge Test is comprised of twelve (12) written questions.
•
Student must respond to all the questions and submit them to the Trainer/Assessor.
•
Student must answer all questions to the required level, e.g. provide the number of points, to be deemed
satisfactory in this task.
•
Trainer/Assessor is required to provide feedback within two weeks and notify students when results are
available.
Applicable conditions:
•
This knowledge test is untimed and is conducted as an open book test (this means student can refer to
textbooks during the test).
•
Student must read and respond to all questions.
•
Student may handwrite/use computers to answer the questions.
•
Student must complete the task independently.
•
No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or
Not Satisfactory.
•
Trainer /Assessor must assess student’s written skills and knowledge as he/she completes this assessment
task.
•
The Trainer/Assessor may ask the student relevant questions on this assessment task to ensure that this
is his/her own work.
Resubmissions and reattempts:
•
Where a student’s answers are deemed not satisfactory after the first attempt, a resubmission attempt
will be allowed.
•
Student may speak to their Trainer/Assessor if the student has any difficulty in completing this task and
requires a reasonable adjustment (e.g., can be given as an oral assessment).
•
For more information, please refer to the RTO Student Handbook.
Location:
•
This assessment task may be completed in (tick the relevant box):
☐
Learning Management System
☐
Classroom
☐
Simulated learning environment
☐
Workplace
•
Trainer/Assessor will provide the student with further information regarding the location for completing
this assessment task.
Purpose of the assessment
The purpose of the assessment is to check knowledge relevant to the unit.
Instructions for answering written questions:
•
Students must complete a written assessment consisting of a series of questions.
•
It is expected from students to correctly answer all the questions.
•
Answers must demonstrate an understanding and application of relevant concepts, critical thinking, and
good writing skills.
•
Students must respond to all questions for this assessment in a concise manner, providing only
information that is relevant.
•
Student must use non-discriminatory language. The language should not devalue, demean, or exclude
individuals or groups on the basis of such attributes including gender, disability, culture, race, religion,
sexual preference, age and/or any other basis. Gender inclusive language should be used.
•
Assessors must not accept responses/answers that have been copied directly from other sources
materials.
Other:
Resources required to complete the assessment task:
•
Computer
•
Internet
•
MS Word
•
Printer or e-printer
•
Unit Assessment Task
•
Access to learner guide and other learning materials.
Version 9 – Jan 2023
8
Unit
Assessment Pack (UAP)
Acacia Institute ABN: 93 640 127 340. RTOID: 45640, CRICOS: 03875B
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Question 1. Read the below-provided scenario and answer the following questions:
You are working in the Food and Flavours restaurant as a supervisor. Your female co-
worker is asking an alcohol-affected customer to leave; after several attempts, he begins
trying to hug her. He refuses to leave or be pacified and continues attempting to hug your
co - worker. The alcohol affected customer becomes unhappy about you intervening in the
situation and has begun threatening you. You try to pacify him, but he bangs the table and
throws a chair. The customer takes out a small pocketknife and threats to harm you.
Satisfactory
response
A)
Yes
☐
B)
Yes
☐
C)
Yes
☐
No
☐
No
☐
No
☐
A) List any three signs from the above situation that indicate a conflict situation.
D) Yes
☐
No
☐
B) List any three communication techniques that should be used while dealing with an
alcohol-affected person.
E) Yes
☐
No
☐
C) As per your restaurant policy, you are required to record all incidents. List any three
details that you will record in the incident report.
F) Yes
☐
No
☐
D) List three assertiveness techniques that you can use to deal with the conflict situation.
E) Which of the following are the key personnel to whom the incident should be reported
to obtain further assistance?
a)
Security staff
b)
Police
c)
Senior staff
d)
low-level employee
e)
all of the above
F) In the provided situation, what actions should the supervisor take to reduce the impact
of the conflict on the other customers present in the venue? Answer must be between 20
to 40 words.
Unit Assessment Pack (UAP)
Version 9 – Jan 2023
9
Question 2. Read the below-provided scenario and answer the following questions:
Renae is a customer service manager at ABC Hotel. One of the guests booked a date and
time for dinner. The customer arrived at the hotel at the arranged time and ordered food.
On the arrival of the food, the customer found it was not hot enough and complained to
the waitress. She calmly listened to the complaint, apologised, and offered to have the
meal heated. The customer’s friend got angry and said they could not wait for another 20
minutes, and the hotel should have brought hot food in the first place. As the customer
was not satisfied, the waitress called her manager, Renae, to resolve the situation.
Satisfactory
response
A)
Yes
☐
B)
Yes
☐
C)
Yes
☐
No
☐
No
☐
No
☐
A) Has the waitress manag’d the conflict and taken responsibility to provide a solution and
seek assistance based on her role and responsibilities? Answer must be between 30 to 50
words.
D) Yes
☐
No
☐
B) Provide three (3) options that the manager (Renae) can use to negotiate the situation
and resolve the conflict.
C) Which of the following are the key techniques that are used to demonstrate active
listening while handling conflict situations?
a)
Neutral and nonjudgmental tone
b)
Asking for clarification
c)
Maintaining eye contact
d)
All of the above
D) What are the three major factors that lead to conflict in the hospitality sector?
Unit Assessment Pack (UAP)
Version 9 – Jan 2023
1
0
Question 3. Read the below-provided scenario and answer the following questions:
You are working as an event planner for the Fantastic Event Planning company. During one
event, a client approaches you with a complaint about the catering arrangements. The
client’s accent is not clear to you as English is her second language. You can, however,
understand that the client is not happy as she looks stiff and tense and is speaking in a
raised voice.
Satisfactory
response
A)
Yes
☐
B)
Yes
☐
No
☐
No
☐
A) List two non-verbal signs that indicate the client is unhappy with the service.
C) Yes
☐
No
☐
B) List three communication techniques you should follow while communicating with
people from different social and cultural backgrounds.
D) Yes
☐
No
☐
C) List two individuals you can contact to obtain assistance to manage the conflict situation
mentioned in the above scenario.
D) List three common causes of conflicts that are commonly encountered in the event
industry.
Unit Assessment Pack (UAP)
Version 9 – Jan 2023
1
1
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Question 4. Read the below-provided scenario and answer the following questions:
You are working as a customer service agent in the Fantastic Travel company. One
customer called to inform you that his flight got cancelled and he could not take the next
flight due to the death of his mother. He is claiming the full refund as the trip cancellation
was not his fault.
As per the company’s policy, the customer will be eligible for a complete refund only if
flights get cancelled due to COVID-19 government regulations. You have informed him
about this policy, but he is not happy with it, and is becoming aggressive over the phone.
A) Briefly explain how you will demonstrate empathy while communicating the
organisation’s policy to the customer. Answer must be between 30 to 50 words.
B) While dealing with customers over the phone, is it advisable to use slang? Answer must
be between 15 to 25 words.
C) List three circumstances that can become reasons for conflict in the travel and tourism
sector.
Satisfactory
response
A)
Yes
☐
B)
Yes
☐
C)
Yes
☐
No
☐
No
☐
No
☐
Unit Assessment Pack (UAP)
Version 9 – Jan 2023
1
2
13
Question 5. Match the questioning techniques below with their correct descriptions used by
tourism, travel, hospitality, and event sectors to manage conflicts when they arise in an
organisation or department.
Satisfactory
response
Yes
☐
No
☐
S.no
Questioning Techniques
S.no
Description
Correct options
A
Open question
a
These questions enable people to think
out of the box and come up with
innovative ideas.
Example: How was your weekend?
B
Closed questions
b
These questions are framed in a
conversation between two people where
questions help describe the situation.
Example: Can you explain why it
happened?
C
Rhetorical questions
c
Also known as reflective questions
Example: Do you enjoy working with your
colleagues?
D
Leading questions
d
These questions are used to extract
information from the other party.
Example: When do you need this
information?
E
Probing questions
e
These questions are quick and easy to
answer as they are intended to elicit short
and often one-word answers.
Example: Are you happy in our hotel?
Question 6. Read the below-provided scenario and answer the following questions:
You are working as an HR manager in the FSX hotel. Your team is about to launch new offers
for the hotel. Two senior staff, Jane and Ashley, believe that the best marketing strategy is a
direct mail campaign to a targeted audience. In contrast, the other two senior staff believe
that social media ads are a better approach. John believes that an influencer campaign
would have the strongest impact. At the end of the discussion, even though there were
more votes for the other campaign, the CEO selected John’s marketing strategy. This has
Satisfactory
response
Yes
☐
No
☐
Version 9 – Jan 2023
Unit
Assessment Pack (UAP)
Unit Assessment Pack (UAP)
Version 9 – Jan 2023
1
4
created a tense working environment, as others believe that the CEO always supports John's
decisions because he is his best friend's son.
Due to this, all other senior staff do not wish to talk to John and are not happy to get
grouped with him for projects. As well, John takes a day off whenever he requires, whereas
all other staff members are required to give two weeks’ notice which is subject to
management approval. The conflict has not been resolved and is therefore increasing in
severity. The staff often gossip about this situation, and it has resulted in a decrease in
productivity and morale. Employees are not motivated to pitch any new innovative ideas as
they are aware John’s ideas will always be favoured above theirs. This issue has also been
raised with the HR manager informally.
Using the above-based scenario, apply relevant elements of conflict theory and complete
the provided table.
Using the scenario, apply the situations to the relevant parts of conflict theory listed above
Signs
Stages
Levels
Factors Involved
Results
Question 7. List three resources that are used in the tourism, travel, hospitality, and event
sectors to manage conflict.
Satisfactory
response
Yes
☐
No
☐
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15
Question 8. Refer to the simulated website of Feast and Flavours and answer the following
questions:
Satisfactory
response
A) As per the informal conflict resolution and complaint procedure, who should employees
complain to if they experience any work-related conflict? Answer must be between 15 to
30 words.
A)
Yes
☐
B)
Yes
☐
No
☐
No
☐
B) Select the correct option.
C) Yes
☐
No
☐
The supervisor will complete the investigation within how many working days of receiving
the conflict resolution request or complaint?
D) Yes
☐
No
☐
a)
3
b)
5
c)
2
E) Yes
☐
No
☐
d) None of the above
C) Under which policy and procedure do customers have the right to request proper and
timely removal of defects free of charge?
D) State whether the following statement is true or false.
The consumer has the right to contact an alternative dispute resolution entity in order to
protect their consumer rights.
Version 9 – Jan 2023
Unit
Assessment Pack (UAP)
16
E) List the organisation policies and procedures that Feast of Flavours adhere to for conflict
management in their restaurant.
Question 9. In order to manage conflict in the workplace, what is the role of the following
individuals? List one role of each individual in the provided table.
Satisfactory
response
Yes
☐
No
☐
Individuals
Description
Mediators
Internal security staff
Police
Version 9 – Jan 2023
Unit
Assessment Pack (UAP)
Counsellors
Senior staff or other
staff members
Question 10. Answer the following questions:
A) Briefly explain the importance of non-verbal communication in managing conflict in the
workplace. Answer must be between 30 to 50 words.
B) Select the correct option
Which of the following non-verbal techniques should be used in the workplace to avoid or
resolve conflict situations?
a)
Maintain folded arms
b)
Shake hands with force
c)
Avoid slouching
d)
Eliminate fidgeting and shaking of limbs
e)
All of the above
Satisfactory
response
A)
Yes
☐
B)
Yes
☐
No
☐
No
☐
Unit Assessment Pack (UAP)
Version 9 – Jan 2023
1
7
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18
Question 11. State which of the following statements are true/false
A)
Language style is defined as the choice of words that are used while speaking with a
specific group of people.
B) It is essential to use appropriate language style when dealing with customers, as each
customer comes from a different background and will have different expectations of what
is appropriate language to use.
C) The assertive communication style features a closed-ended communication link.
Satisfactory
response
A)
Yes
☐
B)
Yes
☐
C)
Yes
☐
No
☐
No
☐
No
☐
Question 12. Read the below provided scenario and answer the questions that follow:
You are working in a restaurant as a manager. The newly hired team leader comes to you
and complains that one of the wait staff, John, is using their phone at work and even after
giving him a warning, keeps using the phone. He is also assigning his tasks to another
employee. Tina, another waiter, has also made a complaint about this. The team leader
Satisfactory
response
A)
Yes
☐
B)
Yes
☐
No
☐
No
☐
Version 9 – Jan 2023
Unit
Assessment Pack (UAP)
said they have also given a warning to another employee for performing tasks which are
not assigned to them.
You have been working with John for the last five years and you know this employee never
uses their phone unless it is an emergency. You take the employee into your office and ask
him about the reason for his behaviour. The employee said his father is in hospital, so he is
keeping in touch with his cousin about the situation.
John also stated that the team leader just gave him a warning without even listening to his
problem and reported him. The employee is upset over the situation and wants to make a
complaint about the team leader for being disrespectful towards him and not listening to
him before complaining to the senior authority.
You as a manager have assured him that this matter will be dealt with sensitively and
offered him to take a paid day off and look after his father. The manager also consulted
with the team leader, explained the reason behind the employees’ actions, and asked him
to deal with the situation sensitively in future. After hearing this, the team leader
apologised to John for his behaviour.
You have enrolled the team leader in a communication and conflict management training
session to avoid any such situations in the future.
A) In the above provided scenario, which element of the conflict resolution was not
followed by the team leader?
B) Did the manager respond to all involved parties in a sensitive, courteous, respectful, and
discreet manner? Briefly explain your answer.
C) To avoid such situations in the future what was the action taken by the manager?
Each answer must be between 15 to 30 words.
C) Yes
☐
No
☐
Unit Assessment Pack (UAP)
Version 9 – Jan 2023
1
9
Unit Assessment Pack (UAP)
Version 9 – Jan 2023
Acacia Institute ABN: 93 640 127 340. RTOID: 45640, CRICOS: 03875B
20
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Unit Assessment Result Sheet (UARS)
Outcome of Unit
Assessment Task (UAT)
First attempt:
Outcome (please make sure to tick the correct checkbox):
Satisfactory (S)
☐
or Not Satisfactory (NS)
☐
Date: _
_(day)/
(month)/ _
(year)
Second attempt:
Outcome (please make sure to tick the correct checkbox):
Satisfactory (S)
☐
or Not Satisfactory (NS)
☐
Date: _
_(day)/
(month)/ _
(year)
Feedback to Student
First attempt:
Second attempt:
Student Declaration
I declare that the answers I have provided are my own work.
Where I
have accessed information from other sources, I have provided
references and or links to my sources.
I have kept a copy of all relevant notes and reference material that I used
as part of my submission.
I have provided references for all sources where the information is not
my own. I understand the consequences of falsifying documentation and
plagiarism. I understand how the assessment is structured. I accept that
all work I submit must be verifiable as my own.
I understand that if I disagree with the assessment outcome, I can appeal
the assessment process, and either re-submit additional evidence
undertake gap training and or have my submission re-assessed.
All appeal options have been explained to me.
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Student Signature
Date
Trainer/Assessor Name
Trainer/Assessor
Declaration
I hold:
Vocational competencies at least to the level being delivered
Current relevant industry skills
Current knowledge and skills in VET,
and undertake
Ongoing professional development in VET
I declare that I have conducted an assessment of this candidate’s submission. The
assessment tasks were deemed current, sufficient, valid, and reliable. I declare
that I have conducted a fair, valid, reliable, and flexible assessment. I have
provided feedback to the above-named candidate.
Trainer/Assessor
Signature
Date
Office Use Only
Outcome of Assessment has been entered onto the Student Management System
on
_ (insert date)
by (insert Name)
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UAT 2 – Simulation
Pre-assessment checklist
Purpose
The pre-assessment checklist helps students determine if they are ready for assessment. The Trainer/Assessor
must review the checklist with the student before the student attempts the assessment task. If any items of the
checklist are incomplete or not clear to the student, the Trainer/Assessor must provide relevant information to
the student to ensure they understand the requirements of the assessment task. The student must ensure they
are ready for the assessment task before undertaking it.
Information for students
•
Please make sure you have completed the necessary prior learning before attempting this assessment.
•
Please make sure your Trainer/Assessor has clearly explained the assessment process and tasks to be
completed.
•
Please make sure you understand what evidence is required to be collected and how.
•
Please make sure you know your rights and the complaints and appeal process.
•
Please make sure you discuss any special needs or reasonable adjustments to be considered during the
assessment (refer to the Reasonable Adjustments Strategy Matrix and negotiate these with your
Trainer/Assessor).
•
Please make sure that you have access to a computer and the internet (if you prefer to type the answers).
•
Please ensure that you have all the required resources needed to complete this Unit Assessment Task
(UAT).
•
Due date of this assessment task is according to your timetable.
•
In exceptional (compelling and compassionate) circumstances, an extension to submit an assessment can
be granted by the Trainer/Assessor.
•
Evidence of the compelling and compassionate circumstances must be provided together with your
request for an extension to submit your assessment work.
•
Request for an extension to submit your assessment work must be made before the due date of this
assessment task.
Reasonable adjustments
•
If a student requires a reasonable adjustment, then complete the reasonable adjustment form included in
the unit information pack.
Student declaration
•
I confirm that the Trainer/Assessor has provided all the information related to the assessment task as
included in the information for student section and I am ready for the assessment.
Student signature
Date
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Assessment task instructions
Assessment type:
Simulation
Instructions provided to the student:
Assessment task description:
•
This is the second (2) unit assessment task that student has to successfully complete to be
deemed competent in this unit of competency.
•
The student is required to complete five (5) activities.
o
Activity 1: Identify and resolve the conflict
o
Activity 2: Evaluate conflict resolution
o
Activity 3: Identify and evaluate the conflict
o
Activity 4: Manage employees conflicts due to arguments among work colleagues
o
Activity 5: Manage employee conflict related to roster issues
•
The student must attempt all criteria to the required level, e.g., Assessment criteria mentioned in the
performance checklist to be deemed satisfactory in this task.
Applicable conditions:
•
All activities are timed and need to be completed as per the timeframes provided.
•
The student must complete the task independently.
•
No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or
Not Satisfactory.
•
Trainer /Assessor must assess student’s practical skills, technique, and knowledge as he/she completes
this assessment task.
•
The Trainer/Assessor may ask the student relevant questions on this assessment task to ensure that this
is his/her own work.
Resubmissions and reattempts:
•
Where a student’s performance is deemed not satisfactory after the first attempt, a resubmission
attempt will be allowed. Assessor must note any such submissions.
•
Student may speak to their Trainer/Assessor if the student has any difficulty in completing this task and
requires a reasonable adjustment (e.g., can be given as an oral assessment).
•
For more information, please refer to the RTO Student Handbook.
Location:
•
This assessment task may be completed in (tick the relevant box):
☐
Learning Management System
☐
Classroom
☐
Simulated learning environment
☐
Workplace
Other:
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Purpose of the assessment:
•
Purpose of this Simulation is to check skills and knowledge related to performance criteria and
performance evidence of the unit.
General Instructions for attempting the Simulation:
•
Student must complete all the activities of this assessment task.
•
Answers must demonstrate an understanding and application of relevant concepts, critical thinking, and
good writing skills.
•
The student must complete all the provided templates (if any).
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Resources required to complete the assessment task:
•
Computer
•
Internet
•
MS Word
•
Printer or e-printer
•
Unit Assessment Task
•
Simulated environment
•
Access to learner guide and other learning materials.
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Scenario:
Feast of Flavours story
Feast of Flavours was begun when 3 school friends met for a drink, and the idea of opening a world-class
restaurant was conceived with a little help from a bottle of Pinot Noir. After 3 years and innumerable ups and
downs, Feast of Flavours was born.
Objective
The objective of a Feast of Flavours is to create a culinary experience that gives people the most delicious dining
experience possible. At Feast of Flavours, customers will discover the flavours of the world and a variety of
unique cultures. It is an amalgamation of cuisines from around the globe under one roof with an ambience
designed to complement the culinary joy diners will feel. Feast of Flavours will delight patrons who enjoy
exploring and experimenting with flavours.
Menu options
The Feast of Flavours menu ranges from a variety of local cuisines to ones from across the globe, carefully chosen
to be a part of Breakfast, Lunch and Dinner. The restaurant ambience is beautifully crafted with soft lighting,
artistic decorations, and elegant design. The menu has been fashioned by a Michelin 3-star chef and his team,
including world-class chefs from across the world.
At Feast of Flavours, you can also find cocktails and beverages curated to give a unique experience with each
slow slip.
A complete list of the menu options can be located at the Feast of Flavours simulated website.
Meetings & Events
Feast of Flavours is acknowledged as an industry leader delivering the best food service to its customers. The
restaurant is also equipped to handle private or corporate events including team outings, birthday parties, or
special celebrations. Customers can choose from the below options to book for their upcoming event.
•
Family Table – seats 10 guests
•
Community Table – seats up to 15-20 guests
•
Private Dining Room – seats up to 25-30 guests
The restaurant is determined to cater for any customer within 2 minutes of their arrival and serve delicious food
and drinks within 15 minutes of the order.
Feast of Flavours has 15 staff on Friday and Saturday, including 4 chefs, 3 Bar attendants, 3 support staff /kitchen
hands, and 5 waitresses.
With the arrival of the Footy season, the customer inflow has increased and created a busy environment in the
bar. This has caused employees to work extra hours and increased fatigue.
Assume that you are working as a manager in Feast of Flavours. You are responsible for managing the restaurant
staff and resolving any conflicts with the customers and staff members. You also have the authority to manage
the employee roster, increase/decrease employees' working hours, and add/remove temporary employees with
the help of HR. As a manager, you can give free drinks, promotional food items and take appropriate steps to
handle any conflict situations with customers.
You are required to read and understand the given scenarios and policies and procedures to complete the
activities below. You are also required to conduct research
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Simulated Business Website
The assessment tasks provided below use a simulated business
website named Feast of Flavours. To access the website, you need to
log in by using the below-provided link:
http://feastofflavours.vetadvisorygroup.com/
Step 1: Navigate to the website and click “Login”.
Step 2: Enter the username and password provided by your trainer.
Your trainer will also provide you with the simulated business website
information document that will help you to navigate through the
website. You need to refer to the following policies and procedures to
complete the provided activities:
•
Complaints policy and procedure
•
Customer service policy and procedure
•
Conflict resolution policy and procedure
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29
Activity 1: Identify and resolve the conflict
You need to understand the scenario before starting the activity thoroughly.
Additional
scenario
Today is Footy Friday, and it is one of the busiest days in your restaurant. You are
working as a manager, and you notice that one customer is unhappy with the food
quality and claiming that it did not arrive on time. He begins threatening a staff
member. The staff member is trying to resolve the issue, but the customer’s tone is
loud and angry, and he is unwilling to listen. As your staff member is not able to
handle the situation, they escalate the issue to you.
Your task
In this activity, you are required to perform a role-play. You will act as a restaurant
manager, responsible for resolving the issues escalated to you. You are required to
identify the root cause of the conflict and resolve any issues that your staff cannot
handle.
Participants and roles:
Restaurant manager
You will play the role of the restaurant manager and you are required to effectively
manage the conflict with the customers by using effective communication and de-
escalation techniques. You are required to calm down the customer and provide them
alternative solutions to avoid the situation from further de-escalation. You are also
required to maintain the health and safety of all individuals involved in the situation.
Customer
One of your classmates will act as an angry customer and will perform the role based
on the given scenario. The customer will complain about the low food quality and
delay in the service and will threaten the staff member for not accommodating the
order on time.
Staf member
Another classmate will act as a staff member and will try to calm down the angry
customer and escalate the issue to you.
Script for the role play
Staff member: Greet the customer and serve the food
Customer: Customer will complain about the slow service and the low quality of food
and become angry with the staff member
Staff member: Tries to calm down the customer but the customer is not happy, so the
staff member escalates the situation to the manager
Restaurant manager: Greets the customer and ask politely for the inconvenience
caused to them
Customer: Will explain the reason for dissatisfaction
Restaurant manager: Works out the best possible solution to handle the situation
Version 9 – Jan 2023
Unit
Assessment Pack (UAP)
Acacia Institute ABN: 93 640 127 340. RTOID: 45640, CRICOS: 03875B
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Incident Report Template
Incident Information
Incident Type:
Date Of Incident
Location:
City:
State:
Zip Code:
Specific Area Of Location (If Applicable):
Incident Description
Unit Assessment Pack (UAP)
Version 9 – Jan 2023
3
0
Customer: Agrees with the manager and asks for refund or replacement or discount
Restaurant manager: Resolves the issue and makes sure the customer is satisfied with
the outcome of the conflict resolution
Customer: Completes the dinner and leaves the restaurant with a positive experience
You need to perform the following tasks during the role play:
Identify the conflict and use different techniques to avoid further escalation
Ensure your staff’s safety is maintained at all times
Use different techniques and skills, including conflict-resolution techniques
and communication skills, to understand the root cause of the conflict
Follow organisational policies and procedures to manage the conflict (refer to
simulated website)
Act as a role model and take responsibility for your actions
Evaluate the impact of the conflict on business and other customers
Discuss with the customer and evaluate different options to resolve the
conflict
Check any legal actions that need to be taken
Implement the best solutions and complete the incident report template
You will be
required to
complete and/or
attach.
You need to perform a role play based on the above-provided instructions and
complete the incident report template.
Submit the completed template to your Trainer/Assessor
Your trainer/assessor will observe you during the role play and complete the following
performance checklist.
Timeframe
Your trainer will provide 10-15 minutes to complete the role-play
Reported By:
Date Of Report:
Title / Role:
Incident No.:
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Name / Role / Contact Of Parties Involved
1.
2.
3.
Name / Role / Contact Of Witnesses
1.
2.
3.
Police Report Filed?
Precinct:
Reporting Officer:
Phone:
Follow-Up Action
Supervisor
Supervisor
Name:
Signature:
Date:
Performance criteria checklist for unit assessment task:
Trainer/ Assessor to complete
Does the candidate meet the following
criteria
Yes
No
Trainer/Assessor Comments
Role-play:
1.
Identified the conflict issue by
observing the signs of conflict:
1.1.
Individuals had different
objectives
Unit Assessment Pack (UAP)
Version 9 – Jan 2023
Acacia Institute ABN: 93 640 127 340. RTOID: 45640, CRICOS: 03875B
31
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1.2.
Change of body language:
1.2.1.the customer tone
was loud, and they
were unwilling to
listen or
communicate
1.2.2.Standing too close
1.2.3.Change of facial
expressions such as
a clenched jaw,
intense eye contact,
and furrowed brows
1.3.
Identified the following
issues involved in the
conflict:
1.3.1.
Delays or errors in
providing product or
service
1.3.2.
Violent person
behaviour
1.3.3.
Problem or fault
with product or
service
2.
Used de-escalation techniques to
avoid further escalation:
2.1.
Respected personal space of
all members involved in the
conflict
2.2.
Used non-threatening
nonverbals
2.2.1.
Maintained neutral
gestures and facial
expressions
2.2.2.
Maintained neutral
body language and
tone
2.3.
Remained calm, rational, and
professional
2.4.
Redirected the attention of
the customer towards the
issue
2.5.
Allowed time for self-
reflection
3.
Ensured your staff safety is
maintained at all times
4.
Recognised and settled on the nature
and details of conflict with all parties
and evaluated the impact.
5.
Demonstrated appropriate
communication skills:
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5.1.
Used active listening skills to
understand the participants’
point of view
5.2.
Used respectful verbal and
non-verbal expressions
5.3.
Tone of voice was clear and
easy to understand
5.4.
Paid attention to all
participants
5.5.
Allowed others to ask
questions
5.6.
Presented information in a
simple manner
5.7.
Respected and motivated all
the staff to participate in the
discussion.
6.
Demonstrated appropriate conflict-
resolution skills:
6.1.
Actively listened to both
parties involved in the
conflict
6.2.
Understood emotions
6.3.
Focused on the problem
rather than on people’s
characteristics and made
impartial judgements
6.4.
Maintained a positive
attitude to manage the
conflict
6.5.
Prioritised resolving the
conflict over being right.
6.6.
Showed a willingness to
compromise or collaborate
6.7.
Adopted best conflict
resolution strategies based
on the situation
7.
Followed organisation policies and
procedures to manage the conflict
(refer to simulated website)
8.
Acted as a role model and took
responsibility for their actions
9.
Evaluated the impact of the conflict
on business and other customers
10.
Discussed with the customer and
evaluated different options to resolve
the conflict
11.
Checked any legal actions that need to
be taken
12.
Implemented the best solutions for
conflict management
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13.
Completed the incident report
template and submitted it as per
instructions provided
14.
Completed the role- play in the given
timeframe
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Activity 2: Evaluate conflict resolution
This activity is a continuation from the previous activity.
Your task.
In this activity, you are required to arrange a meeting with two team members to
discuss the conflict that occurred in activity 1 and evaluate the conflict resolution as per
the activity 1. provide them with feedback on conflict resolution.
Participants and roles:
Restaurant manager
You will act as a manager. Your role is to evaluate the conflict resolution in consultation
with parties involved in conflict in activity 1. You are required to seek and provide
feedback from your staff members on the effectiveness of the conflict resolution. You
are also required to establish possible causes of workplace conflict and provide
suggestions to improve the workplace conflict resolution process
Staf member-involved in the conflict
One of your classmates will act as staff involved in the conflict and will discuss the
issues faced in the conflict situation. The staff member will also ask for your suggestions
on what to do in future to manage such situations.
Staf member- Bystander to the conflict
Another classmate will act as staff member who was observing the conflict situation
and provide you with the feedback on the conflict resolution process. The staff member
will also provide their suggestions on the effective conflict resolution strategies
Script for the role play
Restaurant manager: Greet the staff members and initiate the meeting with explaining
about the purpose
Staff member 1: Provide feedback on the conflict resolution process and provide their
suggestions
Staff member 2: Provide feedback on the conflict resolution process and provide their
suggestions
Restaurant manager: Provide feedback to the staff members on their performance and
discuss conflict resolution strategies
Staff member 1 & 2: Agrees with the suggestions provided
Restaurant manager: Greet all the staff members and close the meeting
You need to perform the below tasks during the role play:
Communicate with the team member regarding conflict (activity 1)
Discuss the effectiveness of the resolution
Assess the effectiveness of the solution completed in activity 1
Identify and evaluate the resources (internal and external resources) that are
available to assist in managing conflict in the workplace
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Discuss what can be done to handle this kind of situation in the future
Seek feedback from the staff members and ask for their points of view on the
situation and conflict resolution
Discuss the different factors and causes that lead to workplace conflicts
Discuss any future improvements required within the workplace
You will be
required to
complete.
You need to conduct a meeting based on the above-provided information. You also
need to complete the meeting minutes template and submit the completed template
to your Trainer/Assessor.
Your Trainer/Assessor will observe your performance and complete the following
performance checklist.
Timeframe
You are required to complete this meeting in 15 to 20 min.
Meeting minute template
Minutes of Meeting
Meeting Objective:
Attendees:
Venue:
Date:
No
Points Discussed
Discussion held
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Performance criteria checklist for unit assessment task:
Trainer/ Assessor to complete
Does the candidate meet the following
criteria
Yes
No
Trainer/Assessor Comments
1.
Initiated the meeting
appropriately:
1.1.
Greeted the participants
respectfully
1.2.
Oriented participants
about the purpose of
meeting
2.
Covered the following topics:
2.1.
Communicated with the
team member regarding
conflict (activity 1)
2.2.
Discussed the
effectiveness of the
resolution
2.3.
Assessed the
effectiveness of the
solution completed in
activity 1
2.4.
Discussed what can be
done to handle this kind
of situation in the future
3.
Sought feedback from the staff
members and asked for their
point of view on the situation
and conflict resolution
4.
Discussed the different factors
and causes that lead to
workplace conflicts
5.
Identified and evaluated the
resources (internal and external
resources) that are available to
assist in managing conflict in the
workplace
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6.
Discussed any future
improvements required within
the workplace
7.
Used appropriate communication
skills:
7.1.
Used active listening
skills to understand the
participants’ point of
view
7.2.
Used respectful verbal
and non-verbal
expressions
7.3.
Tone of voice was clear
and easy to understand
7.4.
Paid attention to all
participants
7.5.
Allowed others to ask
questions
7.6.
Presented information
in a simple manner
7.7.
Respected and
motivated all the staff to
participate in the
discussion.
8.
Identified and followed
organisation procedures for
evaluating the conflict resolution
process
9.
Completed the given meeting
minutes template
10.
Completed the meeting in the
given timeframe
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Activity 3: Identify and evaluate the conflict
This activity continues from the previous activity.
Additional
scenario
Yesterday evening, one of the customers was drinking excessively and demanding more
Tequila shots. The bartender refused to serve alcohol to him as he was already
intoxicated. The customer was angry and complained that the bartender had charged a
higher than usual price for the drinks. The customer also complained that the wrong
drink was served as he ordered Lychee Tequila Shot but the bartender served him tequila
shots with salt and lemon, and he said he was not able to understand the bartender due
to his/her accent. The customer banged on the bar with his fist and threatened to hit the
bartender if she/he refused to serve him. The bartender requested customer to leave the
premise due to his violent behaviour, but the customer ignored the bartender and stared
at other customers making them feel uncomfortable and threatened.
Your task.
In this activity, you are required to perform a role-play. You will act as a restaurant
manager, and you are required to identify the root cause of the conflict and resolve any
issues that your staff cannot handle.
Participants and roles:
Restaurant manager
You will play the role of the restaurant manager and you are required to effectively
manage the conflict with the customers by using effective communication and de-
escalation techniques. You are required to calm down the customer and provide them
alternative solutions to avoid the situation from further de-escalation. You are also
required to maintain the health and safety of all individuals involved in the situation and
seek assistance where required.
Customer
One of your classmates will act as an angry drunk customer and display violent
behaviour. The customer will threaten the bartender and when you ask the customer the
reason for such behaviour the customer will say the bartender is charging wrong prices
and delivering wrong orders. The customer will also refuse to leave the venue.
Staf member-Bartender
Another classmate will act as a bartender, refuse to serve drinks to the angry customer,
and ask the customer to leave the venue as they are drunk and not complying with the
restaurant policies.
Security guard
Another classmate will act as the security guard and assist the manager to deal with the
drunk customer and escort the customer outside the venue.
Script for the role play
Staff member: Greet the customer and serve the drinks
Customer: Becomes intoxicated and asks for more drinks
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40
Staff member: Refuses to serve more drinks
Customer: Gets angry and demonstrates violent behaviour
Staff member: Tries to calm down the customer and ask the customer to leave the venue
Customer: Disagrees with the staff member and refuse to leave the venue and threatens
the staff member
Staff member: De-escalate the situation to the manager
Restaurant manager: Greet the customer and ask politely about the inconvenience
caused to them
Customer: Will explain the reason for dissatisfaction
Restaurant manager: Works out the best possible solution to handle the situation
Customer: Disagrees with the manager and demonstrate violent behaviour
Restaurant manager: Calls the security for assistance
Security guard: Escort the customer outside the venue
Restaurant manager: Ensure the safety of all individuals is maintained
You need to perform the below tasks during the role play:
Identify the cause for the conflict
Take appropriate action to manage the situation and prevent further escalation
Maintain the safety of customers, employees, and other personnel presents on
the venue
Contact the security guard present at the venue to provide you with assistance to
escort the customer out of the venue
Inform the customer that he needs to leave the venue; otherwise, police will be
contacted
Use assertiveness as a conflict resolution technique.
Deal with the customer using communication technique that is appropriate to
different social and cultural groups.
Follow organisation policies and procedures to manage the conflict (refer to
simulated website)
Act within the authority of your roles and responsibilities
Evaluate the impact of the conflict on business and other customers
Discuss with the customer and evaluate different options to resolve the conflict
Evaluate the constraints that are involved in managing the conflict
Check any legal actions that need to be taken
Take appropriate actions to resolve the conflict situation and implement the best
option.
Complete the incident report
You will be
required to
complete.
You need to perform a role play based on the above-provided instructions and complete
the incident report template.
Submit the completed template to your Trainer/Assessor
Version 9 – Jan 2023
Unit
Assessment Pack (UAP)
Acacia Institute ABN: 93 640 127 340. RTOID: 45640, CRICOS: 03875B
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41
Your Trainer/Assessor will observe you during the role play and complete the following
performance checklist.
Timeframe
You are required to complete this role play in 15 to 20 min.
Incident Report Template
Reported By:
Date Of Report:
Title / Role:
Incident Informa
Incident Type:
Location: City:
Specific Area Of
Incident Descrip
Name / Role /
C 1.
2.
3.
Name / Role /
C 1.
2.
3.
Police Report Fil
Reporting Office
tion
Location (If Applicable):
tion
ontact Of Parties Involved
ontact Of Witnesses
ed?
r:
Incident No.:
Date Of Incident
State:
Zip Code:
Precinct:
Phone:
Version 9 – Jan 2023
Unit
Assessment Pack (UAP)
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Follow-Up Action
Supervisor
Name:
Supervisor
Signature:
Date:
Performance criteria checklist for unit assessment task:
Trainer/ Assessor to complete
Does the candidate meet the following
criteria
Yes
No
Trainer/Assessor Comments
1.
Identified the conflict issue by
observing the signs of conflict:
1.1.
Individuals had different
objectives
1.2.
Change of body language:
1.2.1.the customer tone
was loud, and they
were unwilling to
listen or
communicate
1.2.2.Standing too close
1.2.3.Change of facial
expressions such as a
clenched jaw,
intense eye contact,
and furrowed brows
1.3.
Identified the following issues
involved in the conflict:
1.3.1.
Incorrect pricing of
product or service
1.3.2.
Delays or errors in
providing product or
service
1.3.3.
Violent person
behaviour
1.3.4.
Problem or fault with
product or service
1.3.5.
Misunderstanding of
customer request or
Unit Assessment Pack (UAP)
Version 9 – Jan 2023
Acacia Institute ABN: 93 640 127 340. RTOID: 45640, CRICOS: 03875B
42
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communication
barrier
1.3.6.Refused ejection
from premises
2.
Used de-escalation techniques to
avoid further escalation:
2.1.
Respected personal space of
all persons involved in the
conflict
2.2.
Used non-threatening
nonverbals
2.2.1.
Maintained neutral
gestures and facial
expressions
2.2.2.
Maintained neutral
body language and
tone
2.3.
Remained calm, rational, and
professional
2.4.
Redirected the attention of
the customer towards the
issue
2.5.
Allowed time for self-
reflection
3.
Recognised and settled on the nature
and details of conflict with all parties
and evaluated the impact.
4.
Demonstrated appropriate
communication skills:
4.1.
Used active listening skills to
understand the participants’
point of view
4.2.
Used respectful verbal and
non-verbal expressions
4.3.
Tone of voice was clear and
easy to understand
4.4.
Paid attention to all the
participants
4.5.
Allowed others to ask
questions
4.6.
Presented information in a
simple manner
4.7.
Respected and motivated all
the staff to participate in the
discussion.
5.
Demonstrated appropriate conflict-
resolution skills:
5.1. Actively listened to both
parties involved in the conflict
5.2.
Understood emotions
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5.3.
Focused on the problem
rather than on people’s
characteristics and made
impartial judgements
5.4.
Maintained a positive
attitude to manage the
conflict
5.5.
Prioritised resolving the
conflict over being right.
5.6.
Showed a willingness to
compromise or collaborate
5.7.
Adopted best conflict
resolution strategies based on
the situation
6.
Took appropriate action to manage
the situation and prevented further
escalation
7.
Maintained the safety of customers,
employees, and other personnel
present on the venue
8.
Contacted the security guard present
at the venue to provide assistance to
escort the customer out of the venue
9.
Contacted supervisor for further
assistance if required
10.
Informed the customer about the
further actions
11.
Used assertiveness as a conflict
resolution technique.
12.
Dealt with the customer using
communication techniques
appropriate to different social and
cultural groups.
12.1.
Avoided slang
12.2.
Spoke at a slow pace
12.3.
Avoided use of closed
questions such as yes or no
answer questions
12.4.
Avoided use of humour in the
conversation
12.5.
Maintained culture-specific
etiquette
13. Followed organisation policies and
procedures to manage the conflict
(refer to simulated website)
14.
Acted within the authority of your
roles and responsibilities
15.
Evaluated the impact of the conflict on
business and other customers
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16.
Discussed with the customer and
evaluated different options to resolve
the conflict
17.
Checked any legal actions that need to
be taken
18.
Took appropriate actions to resolve
the conflict situation and implement
the best option.
19.
Completed the incident report
20.
Followed organisational policies and
procedures to manage the conflict
(refer to simulated website)
21.
Completed the incident report
template and submitted it as per
instructions provided
22.
Completed the roleplay in the given
timeframe
Activity 4: Manage employees conflicts due to arguments among work colleagues
This activity continues from the previous activity.
Additional
scenario
John, a part – time waiter from South Africa, thinks that his supervisor, Ricky, does not
give him proper feedback on his work.
John works primarily at the weekends for 2 days as he must attend class on the other
days.
His supervisor Ricky recommended an increase of the hourly rate of Ann, John's
colleague, based on her qualifications and experience.
John feels he was working extremely hard on weekends, especially when the number of
customers to serve was high, and so deserves a salary increase. He believes that this is
because he is not a full-time employee and comes from a different cultural background.
He becomes mistrustful of and negative towards Ricky.
John's enthusiasm for the job starts to decrease. He does "what is necessary" to get by at
work. His commitment to the restaurant has reduced. Ricky becomes increasingly
frustrated by John's attitude.
Ricky challenges John over a customer complaint (
the staf member is not friendly and
behaving rudely
), words are exchanged, and tempers flare.
You are Ricky’s manager. You recognised there was a problem between them.
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Your task.
In this activity, you will act as the manager in the restaurant. You are responsible for
managing the restaurant staff and resolving any conflicts with the customers and staff
members.
Participants and roles:
Restaurant manager
You will play the role of the restaurant manager. You are required to effectively manage
the conflict between the employees by using effective communication and de-escalation
techniques. You are required to calm down the employee and provide them alternative
solutions to avoid the situation from further de-escalation. You are also required to
maintain the health and safety of all individuals involved in the situation and seek
assistance where required.
Ricky
One of your classmates will act as Ricky and will challenge John over the customer
complaint (the staff member is not friendly and behaving rudely)
John
Another classmate will act as John, participate in the argument with Ricky, and show that
he is unhappy and angry with the situation mentioned in the additional scenario.
Script for the role play
Restaurant manager: Greet the employees and politely ask both the staff members about
the issue and ensure the safety of all individuals is maintained
Staff member: Will explain the reason for dissatisfaction
Restaurant manager: Works out the best possible solution to handle the situation in
consultation with the staff members
Staff member: Agrees with the manager recommendations
Restaurant manager: Implement the best solution and complete the relevant records.
You need to perform the below tasks during the role play:
Approach the concerned employees and identify the cause of the conflict
Use the conflict theory and determine the following:
o
Signs
o
Stages
o
Levels
o
Factors involved
o
Results
Ensure the safety of all persons present on the scene is maintained
Use appropriate communication techniques to manage the conflict
Apply conflict resolution techniques.
Deal with employees by using active listening and empathising with the situation
Seek assistance where required and use adequate resources to manage the
conflict
Listen to both employees and understand the issue.
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Take responsibility to seek the solution and identify and implement the best
solution to manage the situation within the scope of your role and
responsibilities.
Evaluate the impact of the conflict on business and other employees
Follow organisational policies and procedures to manage conflict (refer to
simulated website)
Log the incident in the employee conflict incident logbook as provided below
You will be
required to
complete.
You need to perform a role play based on the above-provided instructions and complete
the Employee Conflict Incident logbook
Submit the completed template to your Trainer/Assessor
Your trainer/assessor will observe you during the role play and complete the following
performance checklist.
Timeframe
You are required to complete this activity in 15 to 20 min.
Template: Employee Conflict Incident logbook
Date
Incident
The input of conflicting
parties
Impact of conflict
Action taken
Performance criteria checklist for unit assessment task:
Trainer/ Assessor to complete
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Does the candidate meet the following
criteria
Yes
No
Trainer/Assessor Comments
1.
Approached the concerned employees
and identified the cause of the conflict
2.
Used de-escalation techniques to
avoid further escalation:
2.1.
Respected personal space of
all persons involved in the
conflict
2.2.
Used non-threatening
nonverbals
2.2.1.
Maintained neutral
gestures and facial
expressions
2.2.2.
Maintained neutral
body language and
tone
2.3.
Remained calm, rational, and
professional
2.4.
Redirected the attention of
the participants towards the
issue
2.5.
Allowed time for self-reflection
3.
Recognised and settled on the nature
and details of conflict with all parties
and evaluated the impact.
4.
Demonstrated appropriate
communication skills:
4.1.
Used active listening skills to
understand the participants’
point of view
4.2.
Used respectful verbal and
non-verbal expressions
4.3.
Tone of voice was clear and
easy to understand
4.4.
Paid attention to all the
participants
4.5.
Allowed others to ask
questions
4.6.
Presented information in a
simple manner
4.7.
Respected and motivated all
the staff to participate in the
discussion.
5.
Demonstrated appropriate conflict-
resolution skills:
5.1.
Actively listened to both
parties involved in the
conflict
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5.2.
Understood emotions
5.3.
Focused on the problem
rather than on people’s
characteristics and made
impartial judgements
5.4.
Maintained a positive
attitude to manage the
conflict
5.5.
Prioritised resolving the
conflict over being right.
5.6.
Showed a willingness to
compromise or collaborate
5.7.
Adopted best conflict
resolution strategies based
on the situation
6.
Used conflict theory and determined
the following:
6.1. Signs
6.2. Stages
6.3. Levels
6.4.
Factors involved
6.5. Results
7.
Ensured the safety of all persons
present on the scene was maintained
8.
Dealt with employees by using active
listening and empathising with the
situation
9.
Sought assistance where required and
used adequate resources to manage
the conflict
10.
Listened to both employees and
understood the issue.
11.
Took responsibility for seeking the
solution and identified and
implemented the best solution to
manage the situation within the scope
of role and responsibilities.
12. Followed organisational policies and
procedures to manage conflict (refer
to simulated website)
13.
Dealt with the employees using
communication techniques
appropriate to different social and
cultural groups.
13.1.
Avoided slang
13.2.
Spoke at a slow pace
13.3.
Avoided use of closed
questions such as yes or no
answer questions
13.4.
Avoided use of humour in the
conversation
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13.5.
Maintained culture-specific
etiquette
14.
Evaluated the impact of the conflict on
business and other employees
15.
Discussed with the employees and
evaluated different options to resolve
the conflict
16.
Implemented the best solution
17.
Checked any legal actions that need to
be taken
18.
Logged and completed the incident in
the employee conflict incident
logbook
19.
Completed the roleplay in the given
timeframe
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Activity 5: Manage employee conflict related to roster issues
This activity continues from the previous activity.
Additional
scenario
Jane, a full-time contract waiter, recently had a baby boy and wants to change her shift
from 4 pm – 12 am to 9 am – 5 pm so she can spend more time with her family. You do
not want to make the change for the next 3 months as it is Footy season, and during this
time, the workload is high. Letting her change shifts will place more pressure on the
other employees. She argues that Ronny, another waiter who is close to you, has been
allowed to change her shift twice in the past 2 months. She is not satisfied and shows
anger while serving the customers.
Your task.
In this activity, you will act as the manager. You are responsible for preparing the rosters
and assigning the duties to the staff as per the requirements of the restaurant. You are
also responsible for managing the employee's conflicts and identifying the best solution
to prevent them from happening in the future.
Participants and roles:
Restaurant manager
You will play the role of the restaurant manager and are required to effectively manage
the conflict between the employees by using effective communication and de-escalation
techniques. You are required to calm down the employee and provide them with
alternative solutions to avoid the situation from further de-escalation. You are also
required to maintain the health and safety of all individuals involved in the situation and
seek assistance where required.
Jane
One of your classmates will act as Jane in the role play and act angry and dissatisfied with
your decision.
Script for the role play
Restaurant manager: Greet the employees and ask politely to both the staff members
about the issue and ensure the safety of all individuals is maintained
Staff member: Will explain the reason for dissatisfaction
Restaurant manager: Works out the best possible solution to handle the situation in
consultation with the staff members
Staff member: Agrees with the manager recommendations
Restaurant manager: Implement the best solution and complete the relevant records.
You need to perform the below tasks during the role play:
Approach the employee concerned and identify the cause of the conflict
Use conflict theory and determine the following:
o
Signs
o
Stages
o
Levels
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o
Factors involved
o
Results
Listen to the concerns of the employee and explain why you are not able to
accommodate her request
Ensure the safety of all persons present on the scene is maintained
Use appropriate communication techniques to manage the conflict
Apply conflict resolution techniques.
Deal with the employee by using active listening and empathising with the
situation
Seek assistance where required and use adequate resources to manage the
conflict
Identify and work on alternative solutions with Jane that will assist both the
restaurant and Jane to fulfil their requirements.
Take responsibility for seeking the solution and identify and implement the best
solution to manage the situation within the scope of your role and
responsibilities.
Follow organisational policies and procedures to manage conflict (refer to
simulated website)
Log the incident in the employee conflict incident logbook as provided below
You will be
required to
complete.
You are required to complete the template: Measure the progress of the continuous
improvement activity/system and submit the completed template to your trainer/
assessor.
Template: Employee Conflict Incident logbook
Date
Incident
The input of conflicting
parties
Impact of conflict
Action taken
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Performance criteria checklist for unit assessment task:
Trainer/ Assessor to complete
Does the candidate meet the following
criteria
Yes
No
Trainer/Assessor Comments
1.
Approached the employee concerned
and identified the cause of the conflict
2.
Used de-escalation techniques to
avoid further escalation:
2.1.
Respected personal space of
all persons involved in the
conflict
2.2.
Used non-threatening
nonverbals
2.2.1.
Maintained neutral
gestures and facial
expressions
2.2.2.
Maintained neutral
body language and
tone
2.3.
Remained calm, rational, and
professional
2.4.
Redirected the attention of
the employee towards the
issue
2.5.
Allowed time for self-
reflection
3.
Recognised and settled on the nature
and details of conflict with all parties
and evaluated the impact.
4.
Demonstrated appropriate
communication skills:
4.1.
Used active listening skills to
understand the participants’
point of view
4.2.
Used respectful verbal and
non-verbal expressions
4.3.
Tone of voice was clear and
easy to understand
4.4.
Paid attention to all
participants
4.5.
Allowed others to ask
questions
4.6.
Presented information in a
simple manner
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4.7. Respected and motivated all
the staff to participate in the
discussion.
5.
Demonstrated appropriate conflict-
resolution skills:
5.1.
Actively listened to both
parties involved in the
conflict
5.2.
Understood emotions
5.3.
Focused on the problem
rather than on people’s
characteristics and made
impartial judgements
5.4.
Maintained a positive
attitude to manage the
conflict
5.5.
Prioritised resolving the
conflict over being right.
5.6.
Showed a willingness to
compromise or collaborate
5.7.
Adopted best conflict
resolution strategies based
on the situation
6.
Used conflict theory and determined
the following:
6.1. Signs
6.2. Stages
6.3. Levels
6.4.
Factors involved
6.5. Results
7.
Ensured the safety of all persons
present on the scene was maintained
8.
Dealt with employee by using active
listening and empathising with the
situation
9.
Sought assistance where required and
used adequate resources to manage
the conflict
10.
Listened to employee and understood
the issue.
11.
Took responsibility to seek the
solution and identify and implement
the best solution to manage the
situation within the scope of role and
responsibilities.
12. Followed organisational policies and
procedures to manage conflict (refer
to simulated website)
13.
Dealt with the employee using
communication techniques
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appropriate to different social and
cultural groups.
13.1.
Avoided slang
13.2.
Spoke at a slow pace
13.3.
Avoided use of closed
questions such as yes or no
answer questions
13.4.
Avoided use of humour in the
conversation
13.5.
Maintained culture-specific
etiquette
14.
Evaluated the impact of the conflict on
business and other employees
15.
Discussed with the employee and
evaluated different options to resolve
the conflict and implemented best
solution
16.
Checked any legal actions that need to
be taken
17.
Completed the employee conflict
incident logbook
18.
Completed the role- play in the given
timeframe
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Unit Assessment Result Sheet (UARS)
Outcome of Unit
Assessment Task (UAT)
First attempt:
Outcome (please make sure to tick the correct checkbox):
Satisfactory (S)
☐
or Not Satisfactory (NS)
☐
Date: _
_(day)/
(month)/ _
(year)
Second attempt:
Outcome (please make sure to tick the correct checkbox):
Satisfactory (S)
☐
or Not Satisfactory (NS)
☐
Date: _
_(day)/
(month)/ _
(year)
Feedback to Student
First attempt:
Second attempt:
Student Declaration
I declare that the answers I have provided are my own work.
Where I
have accessed information from other sources, I have provided
references and or links to my sources.
I have kept a copy of all relevant notes and reference material that I used
as part of my submission.
I have provided references for all sources where the information is not
my own. I understand the consequences of falsifying documentation and
plagiarism. I understand how the assessment is structured. I accept that
all work I submit must be verifiable as my own.
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I understand that if I disagree with the assessment outcome, I can appeal
the assessment process, and either re-submit additional evidence
undertake gap training and or have my submission re-assessed.
All appeal options have been explained to me.
Student Signature
Date
Trainer/Assessor Name
Trainer/Assessor
Declaration
I hold:
Vocational competencies at least to the level being delivered
Current relevant industry skills
Current knowledge and skills in VET,
and undertake
Ongoing professional development in VET
I declare that I have conducted an assessment of this candidate’s submission. The
assessment tasks were deemed current, sufficient, valid, and reliable. I declare
that I have conducted a fair, valid, reliable, and flexible assessment. I have
provided feedback to the above-named candidate.
Trainer/Assessor
Signature
Date
Office Use Only
Outcome of Assessment has been entered onto the Student Management System
on
_ (insert date)
by (insert Name)
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