SITXCOM010___Assessment_THEORY_5e81b898af48c501ed35c9f66ffb5adb.docx

Table of Contents Assessment Delivery .............................................................................................................................. 4 Learner Information .............................................................................................................................. 5 Steps for Learner ................................................................................................................................... 6 Reasonable Adjustment ......................................................................................................................... 7 Resources Required for Assessment ...................................................................................................... 8 Accessing Intranet Pages ..................................................................................................................... 10 Assessment Tasks ................................................................................................................................. 11 Knowledge Assessment .................................................................................................................. 12 SITXCOM010 Manage Conflict (Release 1) Learner Assessment Pack Produced 12 July 2022 © Precision RTO Resources 3

to confirm your demonstration of these practical knowledge and skills. These witnesses would usually be your current or recent supervisors, or your assessor. The practical assessment tasks may be completed using your own workplace, a simulated environment, or a mix of both, as instructed by your assessor. To contextualise this assessment to your industry/organisation, you may be asked by your assessor to provide additional information based on your industry/organisation. Instructions are given for each task. If you have questions, or unclear how to proceed, consult with your assessor. Records of all aspects of the assessment must be kept in your Learner Assessment Pack Steps for Learner Your Learner Assessment Pack: 1. Upon receiving your Learner Assessment Pack, discuss with your assessor the expectations and requirements of this assessment. You may also need to supply contact details of one or two work referees who can confirm your skills in the industry. Discuss with your assessor if you intend to undertake the practical assessment tasks based on your employing organisation, in a simulated business, or in a mix of both. 2. Your Learner Assessment Pack is where you will get the task information. Complete each task as instructed using either your own workplace, or using a simulated business, as discussed with your assessor. 3. After you complete your assessment, gather and submit your evidence documents as detailed in the task(s) in the timeframe agreed with your assessor. Your assessor will advise you if there are any further steps for you to take to satisfactorily complete this assessment. 6 SITXCOM010 - Manage conflict (Release 1) Learner Assessment Pack Produced 12 July-2022 © Precision RTO Resources

 Documents with information on the scope of your role and responsibilities in relation to resolution of the following: Customer complaints/disputes Employee disputes This includes: Your employment contract Your job description o Workplace templates, including or similar to the following:  Complaint/Conflict Resolution Report for Workplace Assessment Task 1  Dispute Resolution Report for Workplace Assessment Task 2  Continuous Improvement Report for Workplace Assessment Task 3 o People, including:  The parties involved in each of the three customer complaints/disputes escalated to you that you must resolve in Workplace Assessment Task 1 The parties involved in the customer complaints/disputes include: o The customer/s who raised the complaint/dispute o Any employee/s whom the complaint/dispute is addressed to o Any employee/s handling the service/product the customer/s is complaining/disputing about  The parties involved in each of the two employee disputes escalated to you that you must resolve in Workplace Assessment Task 2 o Opportunity to:  Resolve at least three customer complaints/disputes escalated to you in Workplace Assessment Task 1  Resolve at least two employee disputes escalated to you in Workplace Assessment Task 2  Communicate with the parties involved regarding the resolution of customer complaints and employee disputes in Workplace Assessment Task 3  Evaluate the feedback received in Workplace Assessment Task 3  Reflect on the results of the evaluation in Workplace Assessment Task 3 SITXCOM010 Manage Conflict (Release 1) Learner Assessment Pack Produced 12 July 2022 © Precision RTO Resources 9

Knowledge Assessment Question 1 Read the scenarios below about some of the common conflict situations that occur in the workplace. Answer the questions that follow. Scenario 1 Rose works as a waitress in The Continent Hotel’s Peetal restaurant. Two customers walk in to the restaurant and seat themselves on an empty table. Rose takes the customers’ order. Meanwhile a group of 20 people enter the restaurant. Rose gets busy trying to seat the large party of 20. In dealing with the large group, Rose forgets to place the order she had taken for the first two customers. Rose finally remembers to place the order after 20 minutes have gone by, resulting in the two customers receiving their orders only after 1 hour. The customers became angry because of the delay and demanded to speak to the manger. a. Identify what type of conflict situation is happening in the scenario. The type of conflict situation in the scenario is a task conflict. It arises from the delay in serving the customers, leading to their dissatisfaction and request to speak to the manager. b. Identify the cause that led to the conflict in the scenario. The conflict in the scenario is caused by Rose's oversight in failing to place the order for the first two customers due to her being busy with the larger group. This oversight resulted in a significant delay and customer dissatisfaction. 1 2 SITXCOM010 - Manage conflict (Release 1) Learner Assessment Pack Produced 12 July-2022 © Precision RTO Resources

Scenario 4 Rachel and John both work at the front desk of The Continent Hotel. Today, Rachel noticed that John came in late. When he arrived, his face was a bit flushed, and his eyes were a bit red. He also has a mild smell of alcohol on him masked by his strong perfume when Rachel passed by. Rachel noticed that John seemed to be more sluggish and was taking a few minutes longer to answer the queries of the customers. Rachel asked John if he has been drinking. This made him angry, and he asked her to mind her own business. Rachel is concerned with John’s drunken state and decides to tell the manager about it. a. Identify what type of conflict situation is happening in the scenario. The type of conflict situation in the scenario is a personal conflict. Rachel's concern about John's behavior and John's angry response represent a conflict related to personal conduct and workplace behavior. b. Identify the cause that led to the conflict in the scenario. The conflict in the scenario is caused by John's potential impairment due to alcohol consumption and Rachel's genuine concern for workplace safety and customer service. Rachel's question about John's drinking triggered his anger. SITXCOM010 Manage Conflict (Release 1) Learner Assessment Pack Produced 12 July 2022 © Precision RTO Resources 15

Question 4 Read the following scenario and answer the questions below. Tom is a supervisor who works at The Continent Hotel’s The Lounge Bar. Today, a group of men came into the bar to celebrate. The group came in noisily with some already boisterously laughing. This caused Tom to feel cautious about the group. As Tom proceeds with his work, he keeps constant attention on the group. Over the next 2 hours, he noticed the following:  When Anna, one of the waitresses, approached the group’s table to clear their drinks, the men behaved inappropriately toward her, causing Anna to complain to Tom.  Some of the members have become louder and caused one of the customers to complain to Tom about the noise. All the complaints he received caused Tom to feel irritated with the group. So, he approached the group to remind them to keep their voices down and to stop harassing the staff. However, the group of men had become too intoxicated and one of the men got angry at Tom’s reminder. Tom tried to explain but this only made the man angrier and attempted to hold Tom’s shirt collar. Tom called for security and had them take the guy out of the bar. The security team also asked the rest of the group to leave. Answer the questions below based on the scenario. 1 8 SITXCOM010 - Manage conflict (Release 1) Learner Assessment Pack Produced 12 July-2022 © Precision RTO Resources

g. Respond to all the parties involved courteously By using polite and civil language and behavior, you maintain a professional and respectful tone when addressing conflicting parties. This promotes a more amicable atmosphere for resolution. h. Respond to all the parties involved respectfully Treating all parties with respect, acknowledging their rights and dignity, fosters a more positive and collaborative conflict-resolution environment. i. Respond to all the parties involved discreetly. Handling conflicts discreetly helps maintain privacy and dignity. It prevents unnecessary public exposure of issues and allows for a more confidential and sensitive resolution process. j. Minimise the impact of conflict on colleagues By resolving conflicts efficiently, you reduce the emotional and work-related impact on other colleagues, ensuring a more harmonious and productive work environment. k. Minimise the impact of conflict on customers Addressing conflicts promptly and professionally helps ensure customers are not adversely affected, preserving their experience and satisfaction with the business. SITXCOM010 Manage Conflict (Release 1) Learner Assessment Pack Produced 12 July 2022 © Precision RTO Resources 21

Question 6 In your own words, explain how the listed resources help in managing conflicts in the workplace. Each response must be in 30 words or more Resources How Each Resource Help in Managing Conflict at Work i. Counsellors Provide professional guidance and support for individuals involved in the conflict, helping them address personal issues and emotions related to the conflict. ii. Internal security staff Ensure safety during conflicts, de-escalate tense situations, and enforce security protocols to prevent further disruption and protect all parties involved. iii. Mediators Act as neutral third parties to facilitate communication and negotiation, guiding conflicting parties toward mutually acceptable solutions and fostering compromise. iv. Other staff members Offer support, witness accounts, or act as resources for information and insight, contributing to a better understanding and resolution of the conflict. v. Police Intervene when conflicts escalate to a point where law enforcement is required, ensuring safety, enforcing laws, and managing conflicts involving criminal activities. 2 2 SITXCOM010 - Manage conflict (Release 1) Learner Assessment Pack Produced 12 July-2022 © Precision RTO Resources

Question 7 Answer the questions below about the communication techniques used in resolving conflict in the workplace. a. In your own words, explain how each of the communication techniques below is applied when resolving workplace conflict. Each response must be in 30 words or more Communication Techniques How Each Communication Technique Is Used to Resolve Disputes at Work i. Active listening Active listening involves giving full attention to the speaker, allowing them to express their concerns fully. This technique fosters understanding and shows respect for the other person's perspective, helping to identify the root causes of the conflict. ii. Empathising with the person’s situation while upholding organisational policy Empathy is used to understand the emotions and perspectives of those involved in the conflict. By doing so while upholding organizational policy, you demonstrate compassion while ensuring the conflict is resolved within the framework of established rules. iii. Non-verbal communication Non-verbal cues, such as body language and facial expressions, are used to convey understanding, attentiveness, and respect during conflict resolution, enhancing the effectiveness of verbal communication. iv. Recognition of non-verbal signs Recognizing non-verbal signs, such as signs of frustration or discomfort, can help identify hidden or underlying issues contributing to the conflict. This recognition aids in addressing the root causes. v. Language style Language style involves choosing words SITXCOM010 Manage Conflict (Release 1) Learner Assessment Pack Produced 12 July 2022 © Precision RTO Resources 23

and tone that are respectful, non- confrontational, and solution-oriented. It is used to create a positive and constructive atmosphere during conflict resolution discussions. 2 4 SITXCOM010 - Manage conflict (Release 1) Learner Assessment Pack Produced 12 July-2022 © Precision RTO Resources

b. Complete the table below by: i. Identifying at least two questioning techniques that can be applied to resolve workplace conflicts ii. In your own words, explain how each identified questioning technique is applied in conflict resolution. Each response must be in 30 words or more Questioning Technique How Each Questioning Technique Is Used to Resolve Disputes at Work i. Open-Ended Questions Open-ended questions encourage individuals to express themselves freely and provide detailed information. In conflict resolution, they help parties clarify their perspectives, emotions, and underlying issues, promoting open dialogue and understanding. ii. Clarifying Questions Clarifying questions seek to confirm and clarify specific points or statements made by conflicting parties. They are used to ensure that everyone understands the situation and each other's perspectives accurately, helping to prevent misunderstandings and miscommunication. SITXCOM010 Manage Conflict (Release 1) Learner Assessment Pack Produced 12 July 2022 © Precision RTO Resources 25

Question 8 Read the following scenarios about communicating techniques for different social and cultural groups. Answer the questions that follow. Scenario 1 Jenna works as a supervisor at The Continent Hotel’s Peetal Restaurant. Today, one of the waiters approached her and informed her about a complaint from two Aboriginal and Torres Strait Islander guests. Jenna learnt from her training that to communicate with Aboriginal and Torres Strait Islander people you have to take into consideration the following:  Direct eye contact with a person during a conversation may be considered rude.  Being silent in the conversation usually means that the person is thinking and listening properly, or showing you respect as you talk.  Some Aboriginal and Torres Strait Islander people do not speak conventional English very well and may have a hard time understanding jargon and technical terms. Answer the question below based on the scenario. a. Below are some of the techniques Jenna can use to communicate with Aboriginal and Torres Strait Islander people. In 30 words or more, explain how Jenna can apply each technique in this scenario during communication. Communication Technique How to Apply Each Technique During Communication i. Talking at the right pace Jenna should speak at a moderate pace, allowing sufficient time for the guests to process the information. This ensures that they do not feel rushed or overwhelmed during the conversation. ii. Keeping the language simple and easy to understand Jenna should use plain and straightforward language, avoiding complex jargon and technical terms. This approach facilitates clear communication and reduces the risk of misunderstandings. iii. Listening attentively Jenna should actively listen to what the guests are saying. She should remain silent when necessary, as silence may indicate that the guests are thinking or showing respect. Jenna's attentive listening 2 6 SITXCOM010 - Manage conflict (Release 1) Learner Assessment Pack Produced 12 July-2022 © Precision RTO Resources

demonstrates her respect for their perspective and ensures that she addresses their concerns effectively. SITXCOM010 Manage Conflict (Release 1) Learner Assessment Pack Produced 12 July 2022 © Precision RTO Resources 27

Scenario 2 Tom works as a supervisor at the Continent Hotel. Today a front desk staff approached Tom and informed him about a complaint from a non-Indigenous Australian. Tom approached the table and asked what the problem was, it was at that point that Tom found out that the guest was very upset as the wrong room had been allotted to him. Tom learnt from his training that to communicate with non-Indigenous Australian people the following are useful:  Talk directly and clearly.  It is important to adapt your actions, tone of voice, and facial expressions to the situation.  Listen to what the person has to say and do not interrupt. Answer the question below based on the scenario. a. Below are some of the techniques Tom can use to communicate with non-indigenous Australian people. In 30 words or more, explain how Tom can apply each technique in this scenario during communication. Communication Technique How to Apply Each Technique During Communication i. Using the appropriate non- verbal cues Tom should use non-verbal cues such as maintaining appropriate eye contact, matching his tone of voice and facial expressions to the situation, and displaying open body language. This conveys his directness, empathy, and readiness to listen, creating a comfortable and effective communication atmosphere. ii. Using appropriate language style Tom should employ a language style that is clear, direct, and respectful. He should communicate directly and clearly, ensuring that his message is easily understood, while also showing empathy and understanding towards the guest's concerns. Tom's language style should be adapted to the situation and the guest's emotional state. 2 8 SITXCOM010 - Manage conflict (Release 1) Learner Assessment Pack Produced 12 July-2022 © Precision RTO Resources

Scenario 3 Anna works as a manager in The Continent Hotel. Today one of the staff members approached Anna and informed her about a complaint from two elderly guests. Anna approached the guests and asked what the problem was. It was at this point that she found out that both guests were complaining about the noise coming from the next room. The two guests look annoyed. Anna learnt from her training, that to communicate with the elderly, you must:  Make sure that they hear and understand what is being said clearly  Be respectful of their age Answer the question below based on the scenario. a. Below are some of the techniques Anna can use to communicate with elderly guests. In 30 words or more, explain how Anna can apply each technique in this scenario during communication. Communication Technique How to Apply Each Technique During Communication i. Talking at an appropriate volume of voice Anna should speak at a volume that ensures the elderly guests can hear and understand her clearly. She should avoid shouting but also ensure that her voice is not too soft, creating a comfortable and effective exchange of information. ii. Use appropriate language style Anna should use a language style that is respectful and considerate of the guests' age. She should choose words that are easy to understand and avoid complex jargon or technical terms. By demonstrating respect for their age and communicating clearly, Anna ensures that the elderly guests feel valued and understood. SITXCOM010 Manage Conflict (Release 1) Learner Assessment Pack Produced 12 July 2022 © Precision RTO Resources 29

Scenario 4 Smith works as a manger of a travel company. Today one of the travel agents approached Smith and informed him about a complaint from a Muslim couple about the tour they booked through the company. Smith approached the couple and asked what the problem was. It was at this point that Smith found out that the couple were complaining because the meal that came with their booking. The meal has pork in it. Smith learnt from his training that:  When talking to Muslims, people of the opposite genders do not often communicate directly or establish direct physical contact  If the person is not fluent in English, then adapt the way you talk and your words accordingly. Answer the question below based on the scenario. a. Below are some of the techniques Smith can use to communicate with the Muslim couple. In 30 words or more, explain how Smith can apply each technique in this scenario during communication. Communication Technique How to Apply Each Technique During Communication i. Observing religious differences Smith should be aware of and respectful towards the couple's religious practices. He should avoid direct physical contact if they are uncomfortable with it and be sensitive to their dietary restrictions, ensuring that the meal issue is resolved in a manner that aligns with their religious beliefs. ii. Keeping the language simple and easy to understand Smith should use clear and simple language, particularly if the couple is not fluent in English. He should adapt his words and communication style to ensure that the message is easily comprehensible and that the couple can fully express their concerns about the meal issue. 3 0 SITXCOM010 - Manage conflict (Release 1) Learner Assessment Pack Produced 12 July-2022 © Precision RTO Resources

Question 9 Access and review your organisation’s policies and procedures for:  Handling complaints at work  Handling conflict and dispute resolution at work Submit a copy of the policy and procedures to your assessor prior to this assessment. Answer the questions below based on the policies and procedures you accessed. Handling Complaints at Work a. Outline the policy statement on handling of complaints from the workplace policies and procedures that you accessed. The policy typically states that the organization is committed to addressing and resolving all complaints effectively and in a timely manner. It ensures that complaints are taken seriously and used as an opportunity for improvement. The policy may emphasize the importance of maintaining confidentiality and protecting the rights of both complainants and those who are the subject of complaints. b. Outline the guideline your organisation follows when doing the steps outlined below. i. Recording customer complaints Guidelines typically involve having a standardized process for documenting complaints. This may include collecting details such as the complainant's name, contact information, nature of the complaint, date and time of the complaint, individuals involved, and any supporting documentation. There may also be instructions for classifying complaints based on their severity or category. SITXCOM010 Manage Conflict (Release 1) Learner Assessment Pack Produced 12 July 2022 © Precision RTO Resources 31

ii. Informing customers of progress of complaints The organization typically commits to keeping customers informed about the progress of their complaints. Guidelines may include setting timeframes for providing updates, specifying who is responsible for communication, and ensuring that customers are informed of any actions taken to address their complaints. iii. Responding to customer complaints. Guidelines often include the steps for addressing complaints, such as conducting a thorough investigation, identifying the root cause of the issue, proposing a resolution, and ensuring follow-up with the complainant to confirm their satisfaction. The organization may provide directions on how to communicate the resolution to the customer and offer remedies if necessary. Handling Conflicts and Disputes at Work a. Outline the policy statement on handling conflicts and disputes between employees at work from the workplace policies and procedures that you accessed. The policy typically states that the organization is committed to providing a work environment free from conflicts and disputes, fostering a culture of respect, collaboration, and communication. It emphasizes the importance of addressing conflicts and disputes promptly and fairly, promoting resolution through informal and formal channels. 3 2 SITXCOM010 - Manage conflict (Release 1) Learner Assessment Pack Produced 12 July-2022 © Precision RTO Resources

b. Outline the guidelines your organisation follows when employees consult for conflict or dispute resolution. Employees are often encouraged to consult with their immediate supervisors or human resources personnel when conflicts or disputes arise. Guidelines may include instructions on how to schedule meetings, document issues, and maintain confidentiality. Employees may also be informed about available resources and avenues for seeking assistance. c. Outline the guideline your organisation follows when resolving the conflicts or disputes between employees. Guidelines typically involve a structured process for resolving conflicts or disputes. This may include steps such as identification and documentation of the issue, discussions with all involved parties, mediation or intervention as necessary, conducting investigations if required, and implementing solutions and follow-up actions. The policy may also highlight the importance of respecting privacy and maintaining confidentiality during the resolution process. SITXCOM010 Manage Conflict (Release 1) Learner Assessment Pack Produced 12 July 2022 © Precision RTO Resources 33