SITXCOM010_Unit_Assessment_Pack_Version_VF.docx

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

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.

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:

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. Answer Refusal to leave: Despite the female coworker's request, the drunken customer refuses to leave the restaurant. This is a clear indication of a conflict situation. Physical aggression: The client is trying to hug a female coworker and becomes irritated when the supervisor stops. He bangs the table and throws a chair, displaying physical aggression. Threatening behavior: The client pulls out a small pocket knife and threatens to frighten the supervisor. This kind of conduct indicates a potentially dangerous conflict situation. D) Yes ☐ No ☐ B) List any three communication techniques that should be used while dealing with an alcohol-affected person. Answer Active listening: When dealing with an alcoholic, it is critical to listen to what they are saying without interrupting or judging them. This can help to calm the situation and make the individual feel heard. Nonverbal communication: Nonverbal messages such as body language and facial expressions can be very useful when communicating with an individual who is under the effects of alcohol. Maintaining a calm attitude and ignoring aggressive or threatening body language, for instance, can help in de-escalation. Empathy: Empathy and understanding towards an alcoholic can help to build bond and calm the situation. Recognizing their feelings and concerns can help to calm them down and keep the situation from growing further. 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. Answer The date, time, and location of the incident. A description of the behavior of the alcohol-affected customer, including the fact that he refused to leave, attempted to hug the female co-worker, and threatened harm with a pocketknife. A detailed account of your actions, including your attempts to pacify the customer and the measures you took to ensure the safety of yourself and others. F) Yes ☐ No ☐ D) List three assertiveness techniques that you can use to deal with the conflict situation. Answer Setting limits: You can clearly state your limits and what is unacceptable behavior, like the client's

dangerous behavior with a knife. Using "I" statements: Instead of blaming or accusing the customer, use "I" statements to convey your own feelings and concerns, like "I feel threatened by your knife-wielding behavior." Seeking help: You can seek assistance from other employees or security personnel to defuse the situation and make sure your safety. This can demonstrate to the client that you are not alone and that you have the support of others. 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. Answer The supervisor should evacuate the restaurant's other clients to a safe location. The supervisor should then inform the police of the circumstance. The supervisor should also make certain that the restaurant is safe and that no one else is in danger.

seating in a restaurant or room availability during peak time.

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. Answer  Stiff and tense body language, such as crossed arms or a rigid posture.  Raised voice, including speaking louder than usual or speaking in an aggressive tone. C) Yes ☐ No ☐ B) List three communication techniques you should follow while communicating with people from different social and cultural backgrounds. Answer Active Listening: Pay attention to what the person is saying, both verbally and non-verbally, and make an effort to understand their perspective. Avoid interrupting, and instead ask clarifying questions to make sure you understand their needs and concerns. Clear and Simple Language: Use simple and straightforward language, avoiding idioms and expressions that may be unclear to someone from a different cultural background. Speak slowly and clearly, and avoid technical terms or jargon. Respect for Differences: Show respect for the person's culture, customs, and beliefs. Avoid making assumptions about someone based on their cultural background, and instead try to understand their individual needs and perspectives. Validate their feelings and concerns, and avoid making judgments or comparisons. D) Yes ☐ No ☐ C) List two individuals you can contact to obtain assistance to manage the conflict situation mentioned in the above scenario. Answer A supervisor or manager: If you are working as an event planner, it would be appropriate to reach out to your supervisor or manager to seek their assistance in handling the conflict. They can provide additional support, guidance, and resources to help resolve the issue. A mediator or conflict resolution specialist: If the situation cannot be resolved through internal means, you may consider seeking the assistance of a mediator or conflict resolution specialist. These individuals are trained to help parties in conflict find mutually acceptable solutions, and they can provide a neutral perspective to help resolve the situation. D) List three common causes of conflicts that are commonly encountered in the event industry. Answer Miscommunication or misunderstandings: Conflicts can arise due to misunderstandings or miscommunication between the event planners and the clients, vendors, or attendees. This is often the result of a lack of clear communication and a failure to communicate expectations and requirements. Budget constraints: Conflicts can also arise due to budget constraints. Event planners may need to make difficult choices about what to include or exclude from the event due to budget constraints, which can lead to disagreements with clients or vendors. Unforeseen events or circumstances: Conflicts can also occur due to unforeseen events or circumstances, such as inclement weather, traffic delays, or technical difficulties. These

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. Answer To show empathy while conveying the company's policy, the customer service representative could begin by recognizing the customer's condition and expressing sympathy for his mother's death. The agent could then calmly clarify the company's policy on flight cancellations and refunds, while listening attentively to the client's issues. B) While dealing with customers over the phone, is it advisable to use slang? Answer must be between 15 to 25 words. Answer No, using slang when interacting with customers over the phone is not recommended. Slang is informal language that not everybody understands and can lead to misunderstandings. It is important in customer service to speak clearly and effectively, so using clear and professional language is advised. C) List three circumstances that can become reasons for conflict in the travel and tourism sector. Answer Booking errors: Booking errors such as incorrect dates, flight itineraries or names can result in significant inconvenience for the customer and lead to conflict with the travel company. Lost or damaged luggage: When luggage is lost or damaged during transit, it can cause significant distress to the customer and lead to a dispute with the airline or travel company. Hidden fees and charges: Unclear or hidden fees and charges for services such as baggage, seat selection or meals can lead to confusion and frustration among customers, resulting in conflict. Satisfactory response A) Yes ☐ B) Yes ☐ C) Yes ☐ No ☐ No ☐ No ☐

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? D 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? A C Rhetorical questions c Also known as reflective questions Example: Do you enjoy working with your colleagues? C D Leading questions d These questions are used to extract information from the other party. Example: When do you need this information? E 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? B 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)

helps the conflicting parties to reach a mutually acceptable solution, while arbitration involves an arbitrator who makes a binding decision. Employee training programs: Employee training programs are an important resource for preventing and managing conflict in the tourism, travel, hospitality, and event sectors. Training can help employees to understand the causes of conflict and to develop the skills necessary to resolve disputes in a constructive and professional manner.

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. Answer Employees should complain to their supervisor or manager if they experience any work- related conflict, as part of an informal conflict resolution and complaint procedure or they may escalate the complaint to higher levels of management or human resources. 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? Answer Customers have the right to request proper and timely removal of defects free of charge under the Consumer Protection Policy and Procedure. This policy outlines the rights and responsibilities of consumers and businesses in the market, and provides guidelines for addressing consumer complaints, resolving disputes, and protecting consumer rights. 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. Answer True Version 9 – Jan 2023 Unit Assessment Pack (UAP)