SITXCOM005 Student Assessment Tasks -Updated
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
Assessment cover sheet Unit: SITXCOM005 Manage conflict Course Name: Certificate IV in Commercial Cookery
–
SIT40516 Training Package: SIT Assessment type: Written questions, Role Play Student Must Fill this Section Student Name: DEEPAK SHARMA Student ID: S221733 Term: Year: Privacy Release Clause: “I give my permission for my assessment material to be used in the auditing, assessment validation & moderation Process”.
Authenticity Declaration: “I declare that:
The material I have submitted is my own work;
I have given references for all sources of information that are not my own, including the words, ideas and images of others”.
Student Signature: DEEPAK SHARMA
Date:
Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 2 Assessment Outcome Assessor Name: Attempt and Tasks Satisfactory Not Yet Satisfactory Date Assessor Signature Initial attempt
Re- attempt/Re-
assessment
Task 1
Task 2
Assessor Feedback to Students
Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 3 Assessment Outcome: Competent Not yet Competent Assessor Name: Assessor Signature: Information for Student:
All work is to be entirely of the student.
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 4 General Information for this assessment:
Read the instructions for each question very carefully.
Be sure to PRINT your FIRST name & LAST name in every place that is provided.
Short questions must be answered in the spaces provided.
For those activities requesting extra evidence such as: research reports, essay reports, etc. The student must attach its own work formatted in double space, Arial 12 pts.
All activities must be addressed correctly in order to obtain a competence for the unit of competency.
If the student doesn’t understand the assessment, they can request help from the assessor to interpret the assessment.
Re-submission of assessment after the term will incur additional fees. Re-assessment of Result& Academic Appeal procedures:
Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 5 If a student is not happy with his/ her results, that student may appeal against their grade via a written letter, clearly stating the grounds of appeal to the Chief Executive Officer. This should be submitted after completion of the subject and within fourteen days of commencement of the new term. Re-assessment Process:
An appeal in writing is made to the Academic Manager
providing reasons for re-assessment /appeal.
Academic Manager
will delegate another member to review the assessment.
The student will be advised of the review result done by another assessor.
If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge and the Academic Manager
or if need be an external assessor.
The Institute will advise the student within 14 days from the submission date of the appeal. The decision of the panel will be deemed to be final.
If the student is still not satisfied with the result, he / she has the right to seek independent advice or follow external mediation option with nominated mediation agency.
Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject. The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These principles require assessment to be reliable, fair, practical and valid. Academic Appeals:
If you are dissatisfied with the outcome of the re-evaluation process, you have a right to appeal through academic appeals handling protocol.
To appeal a decision, the person is required to complete the TKL- Request for Appeal of a Decision form with all other supporting documents, if any. This form is available via our website. The completed Request for Appeal form is to be submitted to the Student Support Officer either in hard copy or electronically via the following contact details: Student Support Officer, TKL College Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta
, NSW 2150
, Email: info@tkl.edu.au
The notice of appeal should be in writing addressed to the Chief Executive Officer and submitted within seven days of notification of the outcome of the re-evaluation process.
If the appeal is not lodged in the specified time, the result will stand and you must re-enrol in the unit.
In emergency circumstances, such as in cases of serious illness or injury, you must forward a medical certificate in support of a deferred appeal. The notice of appeal must be made within three working days of the concluding date shown on the medical certificate.
The decision of Chief Executive Officer will be final.
Student would then have the right to pursue the claim through an independent external body as detailed in the students’ compl
aint / grievance policy.
Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 6 Assessment Requirements You are required to complete and pass every task in the assessment in order to be deemed competent. Assessment Schedule Task Due Date Student Signature Trainer Signature Comments Task 1- 2 Week 10 Assessment information The assessment tasks for SITXCOM005 Manage conflict are included in this Student Assessment Tasks booklet and outlined in the assessment plan below.
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 7
To be assessed as competent for this unit, you must complete all of the assessment tasks satisfactorily. Assessment plan Assessment Task Overview 1. Written questions You must answer all questions correctly. 2. Role plays You are required to demonstrate your skills and knowledge by resolving complex or escalated complaints and disputes with internal and external customers and colleagues. You will be required to complete a number of role plays and have your performance observed by the assessor. Assessment preparation Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for clarification if you have any questions. When you have read and understood this unit’s assessment tasks, print out the Student Assessment Agreement.
Fill it out, sign it and hand it to your assessor, who will countersign it and keep it on file. Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.
Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 8 Assessment instructions Each assessment task in this booklet consists of the following: Assessment Task Cover Sheet This must be filled out, signed and submitted with your assessment responses. If you are submitting hardcopy, the Assessment Task Cover Sheet should be the first page of each task’s submission.
If you are submitting electronically, print out the Assessment Task Cover Sheet, fill it out, sign it and then scan and submit the file. The Assessment Task Cover Sheet will be returned to you with the outcome of the assessment, which will be satisfactory (S) or Not Satisfactory (NS). If your work has been assessed as being not satisfactory, your assessor will include written feedback on the Assessment Task Cover Sheet giving reasons why. Your assessor will also discuss this verbally with you and provide advice on reassessment opportunities as per y
our RTO’s reassessment policy. Depending on the task, this may include
resubmitting incorrect answers to questions (such as written questions and case studies)
resubmitting part or all of a project, depending on how the error impacts on the total outcome of the task
redoing a role play after being provided with appropriate feedback about your performance
being observed a second (or third time) undertaking any tasks/activities that were not satisfactorily completed the first time, after being provided with appropriate feedback. Assessment task information This gives you:
Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 9
a summary of the assessment task
information on the resources to be used
submission requirements
resubmission opportunities if required. Assessment task instructions This includes questions you will need to answer or tasks that you need to complete. Your answers must be typed using software as indicated in the assessment task Instructions. Copy and paste each task’s instructions into a new document and use this as the basis for your assessment task submission. Include this document’s header and footer. If you are submitting electronically, give the document a file name that includes the information as indicated in the section called ‘Naming electronic documents’ (see below).
Naming electronic documents It is important that you name the documents that you create for this Assessment Task in a logical manner. Each should include:
Course identification code
Assessment Task number
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 10
Document title (if appropriate)
Student name
Date it was created For example, SITXCOM005 AT1 Written questions Joan Smith 20/10/20. Additional resources You will be provided with the following resources before you begin each assessment task. Assessment Task 2:
Complaints Policy and Procedures
Conflict Resolution Policy and Procedures
Customer Service Policy and Procedures
Complaints Register Template
Incident Report Template. Checklist This will be used by your assessor to mark your assessment. Read through this checklist as part of your preparation before beginning the assessment task. It will give you a good idea of what your assessor will be looking for when marking your responses or observing your performance.
Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 11 Assessment Task 1: Written questions Task summary This is an open-book test, to be completed in the classroom. A time limit of 1 hour to answer the questions is provided. You need to answer all of the written questions correctly. Your answers must be word processed and sent to the assessor as an email attachment. Required
Access to textbooks and other learning materials.
Computer with Microsoft Office and internet access. Timing Your assessor will advise you of the due date of this assessment. Submit
Answers to all questions.
Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 12 Assessment criteria All questions must be answered correctly in order for you to be assessed as having completed the task satisfactorily. Resubmission opportunities You will be provided feedback on your performance by the assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you with written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Reassessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if you feel you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment. Written answer question guidance The following written questions use a range of “instructional words” such as “identify” or “explain”, which tell you how you should answer the question. Use the definitions below to assist you to provide the type of response expected. Note that the following guidance is the minimum level of response required. Analyse: when a question asks you to analyse something, you should do so in detail, and identify important points and key features. Generally, you are expected to write a response one or two paragraphs long.
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 13 Compare:
when a question asks you to compare something, you will need to show how two or more things are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected to write a response one or two paragraphs long. Contrast: when a question asks you to contrast something, you will need to show how two or more things are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write a response one or two paragraphs long. Describe:
when a question asks you to describe something, you should state the most noticeable qualities or features. Generally, you are expected to write a response two or three sentences long. Discuss:
when a question asks you to discuss something, you are required to point out important issues or features and express some form of critical judgement. Generally, you are expected to write a response one or two paragraphs long. Evaluate:
when a question asks you to evaluate something, you should put forward arguments for and against something. Generally, you are expected to write a response one or two paragraphs long. Examine:
when a question asks you to examine something, this is similar to “analyse”, where you should provide a detailed response wit
h key points and features and provide critical analysis. Generally, you are expected to write a response one or two paragraphs long. Explain:
when a question asks you to explain something, you should make clear how or why something happened or the way it is. Generally, you are expected to write a response two or three sentences long. Identify: when a question asks you to identify something, this means that you are asked to briefly describe the required information. Generally, you are expected to write a response two or three sentences long. List:
when a question asks you to list something, this means that you are asked to briefly state information in a list format. Outline:
when a question asks you to outline something, this means giving only the main points, Generally, you are expected to write a response a few sentences long. Summarise:
when a question asks you to summarise something, this means (like “outline”) only giving the main points. Generally, you are expected to write a response a few sentences long.
Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 14 Assessment Task 1: Provide answers to all of the questions below: 1. Identify three common warning signs of conflict. Three common warning signs of conflicts can be: •
Decrease in productivity •
Changes in interaction with the others •
Anxiety, Stress and Complaints 2. Describe, in your own words, the five stages of conflict. The five stages of conflicts are: 1. Latent stage: participants not yet aware of conflict 2. Perceived stage: participants aware a conflict exists 3. Felt stage: stress and anxiety 4. Manifest stage: conflicts is open and can be observed 5. Outcome of the conflict: resolution or dissolution 3. List the four recognised levels of conflict. 1.
Intrapersonal: this level refers to an internal dispute and involves only one individual 2.
Interpersonal: this conflict occurs between two or more people in a larger organization 3.
Intragroup: this level of conflict occurs between members of a single group when there are multiple people with
Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 15 varying opinions, backgrounds and experiences working toward a common goal 4.
Intergroup: this level of conflict occurs between different groups within a larger organization or those who do not have the same overarching goals 4. Identify three factors that can lead to conflict in a hospitality environment. Three factors that can lead to conflict in a hospitality environment can be:
1.
Misunderstandings: conflict can arise from misunderstandings about the nature, aims and objectives of a job and differing expectations about how things should be done. 2.
Poor communication: problems can be reduced by paying attention to how well you send messages and how well you receive them. 3.
Lack of planning: this sense of disorganisation and lack of direction can be stressful and can create many problems including misunderstandings. 5. Describe what conflict theory says about the results that come from dealing with conflict. Conflict theory
, first purported by Karl Marx, is a theory that society is in a state of perpetual conflict because of competition for limited resources. Conflict theory holds that social order is maintained by domination and power, rather than by consensus and conformity. According to conflict theory
, individuals and groups within society will work to try to maximize their own wealth and power. Conflict theory focuses on the competition between groups within society over limited resources and used to maintain inequality and the dominance of the ruling class. One of the conflict theories used in the Bridge hotel is the Joint Resolution which is used to keep aware of the situation but allow the staff the opportunity to resolve it professionally and respectfully. All staff have received training in conflict resolution in regard to both customers and colleagues and should be able to apply their learnings in some cases.
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 16 6. Explain how the use of each of the following communication strategies can be effective in conflict situations. Active listening Active listening is a way to hear and respond to another person that will increase shared understanding. It is critical to pay attention to the other person when they are talking. •
Focus on the words as stated to really comprehend what is being said. •
Pay attention to the points being made. •
Use honest questions to learn additional facts and details about the situation. •
Listen for signs of emotions and feelings that may be involved. Empathy Empathic communication strategy helps the listener to develop empathy and emotional maturity for judging and understanding the speaker emotions and feelings, for analysing properly the conflict problems develop in the harassment and the speaker’s point of view. This strategy will increase the interpersonal and intrapersonal listener skills for solving the conflict.
Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 17 Non-verbal communication The Non-Verbals communications during a conflict can be: •
Eye contact •
Facial expressions •
Gesture and posture •
Voice When the speaker’s non
-verbal signals match up with his words saying, they increase trust, clarity, and rapport. When they don’t, they can generate tension, mistrust, and confusion Style of language The Style of Language is crucial in the conflict resolution of the two parties, where the speaking way is really important to make feel the people involved comfortable, calm and ready to speak with good manners. The Style of Language should be calm, respectful and clear for obtain the tranquillity and the honesty from the two parties, which they will feel more comfortable and open to speak about the conflict Questioning techniques Asking the right questions to the parties in question helps the listener to understand what really happened during the conflict, and to analyse the answers separately to deduce the optimal resolution for the problem that arose. Furthermore, the method of asking questions is fundamental to respect and emotionally understand the two
Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 18 parties, without offending or judging the answers given. The solution is up to the listener and this will have to be privately drawn without being influenced by both sides. Communicating in a culturally competent manner Communicating in a culturally appropriate manner, means that you are working to understand and accept the culture of your peers. It's all about understanding culture and working effectively with each other's cultural influences. You may not even understand your own cultural background until you meet someone with differing values. This is why many people often don’t even realize that they have their own cultural biases that they need to combat. Being aware of your own culture is a big part of understanding someone else’s.
7. Describe how assertiveness and negotiation can be used as effective conflict resolution techniques. Being assertive shows that you respect yourself because you are willing to stand up for your interests and express your thoughts and feelings. It also demonstrates that you are aware of others' rights and willing to work on resolving conflicts. Assertive communication is direct and respectful and it's an effective and diplomatic communication style. Negotiation is a method by which people settle differences. It is a process by which compromise or agreement is reached while avoiding argument and dispute. Negotiation skills can be of great benefit in resolving any differences that arise between you and others. Finding the right compromise between the two parties can resolve the conflict and benefit the reasons of both, showing the sensitivity and understanding necessary to support those involved in the conflict.
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 19 8. Identify four pieces of information you would expect to find in an o
rganisation’s policies and procedures for complaints, conflicts and dispute resolution. 1. Understanding: identify and understand the problem that arose between the two parties to proceed with the conflict resolution 2. Accommodating: make the people involved feel comfortable and at ease to have a clear vision of the conflict, using an appropriate tone of voice and the right words so as not to offend or judge anyone 3. Compromising: finding a compromise is the best way to benefit both parties and demonstrate the right method of resolving the conflict, making sure to comply with all policies and procedures 4. Collaborating: finding a solution as a group facilitates resolution by benefiting both parties and showing the appreciation necessary to find the best solution 9. For each person/group below, identify one scenario where they may be required to assist in managing conflict. Counsellors Counsellors may have internal disputes over who knows best to choose the best option to clients and this can be a source of debate. To avoid this type of conflict, a collaboration policy can be adopted to find the best option for the customer in question, solving the internal problem and favouring an optimal service for customers Internal security staff Internal security staff can have problems of ethnic origin where culture and related prejudices can be a source of conflict and debate. To resolve the dispute it is necessary to adopt a policy of anti-racial discrimination where it protects the origin and culture of the subjects involved, therefore the debate can be stopped by bringing together the people
Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 20 involved andanalysing the problem together and finding a rational solution for both parties. Mediators Mediators are those who resolve internal disputes, but they too can be subject to disputes with other staff.For example, they may underestimate the reasons of the staff favouring one party over the other, and this is not in accordance with the equal opportunities policy. So, in this case, the staff manager or supervisor must intervene to make the policy imposed by the company prevail and demonstrate how to resolve the dispute. Other staff The bartender had a dispute with an arrogant customer who discriminated against the bartender's sex by raising his voice during the debate and attracting the attention of the whole room just to makehis reasons prevail. The bartender tried to resolve the situation, but it all resulted in a conflict. In this case, the staff manager must enforce the anti-sex discrimination policy and point out to the customer that our hotel has strict policies that must berespected.
Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 21 Police A customer had a racial-themed fight with a hotel employee and after that the staff noticed that the employee experienced great psychological and emotional trauma. The staff manager, after having listened to and evaluated the situation, wanted the police to intervene to assert the rights of employees. Since the company follows the laws and policies of racial anti-discrimination, the police after analysing the videos intervene to penalize the client in question and point out the intolerability of the debate, fining or arresting him. Senior staff Senior staff may be subject to age discrimination because they are older and perhaps slower than otherstaff and this can be a reason for conflict. To resolve the dispute it is necessary to highlight that the company adopts an anti-
discrimination policy of age and that working in a group it is necessary to help the staff where necessary and find the best compromise to benefit all the staff, a group discussion can favourdelivery of the message.
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 22
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 23 Assessment Task 1: Checklist Did the student provide a sufficient and clear answer that addresses the suggested answer for the following? Completed successfully?
Yes No Question 1 Question 2 Question 3 Question 4 Question 5 Question 6 Question 7 Question 8 Question 9
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 24 Trainers Feedback: Trainers Name: Signature and Date :
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 25 Assessment Task 2: Practical task Task summary In this task, you are required to demonstrate your skills and knowledge by resolving complex or escalated complaints and disputes with internal and external customers and colleagues. You will be required to complete a number of role plays and have your performance observed by the assessor. This assessment is to be completed in the RTO’s simulated workplace environment.
Required
Access to textbooks and other learning materials
Computer with Microsoft Office and internet access
A workplace environment with access to the list of requirements as described in the Assessment Conditions section of the unit of competency (available at https://training.gov.au/Training/Details/SITXCOM005
). The list of requirements can also be found in the Training and Assessment Strategy (TAS) for this unit and in the mapping document
A phone
Complaints Policy and Procedures
Conflict Resolution Policy and Procedures
Customer Service Policy and Procedures
Complaints Register template
Incident Report template
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 26 Timing Your assessor will advise you of the due date of these submissions. Submit
Completed Complaints Register. Assessment criteria For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence. Resubmission opportunities You will be provided feedback on your performance by the assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you with written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Reassessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 27 Assessment Task 2: Complete the following activities: 1. Carefully read the following information.
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 28 Successful completion of this unit requires that you can resolve complex or escalated complaints and disputes with internal and external customers and colleagues. You will need to participate in a number of role plays to demonstrate your skills and knowledge. What do I need to demonstrate? During your practical assessments, you will be required to demonstrate a range of the skills and knowledge that you have developed during your course. These include:
resolving escalated complaints or disputes with customers in relation to each of the following: o
problem or fault with product or service o
delays or poor timing of product or service supply o
misunderstanding of customer request or communication barrier
resolving team member disputes in relation to: o
worker mistake o
dispute or argument among work colleagues
taking appropriate action in response to the following threat or conflict situations:
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 29 o
customer refusing to leave or be pacified o
people involved in physical violence
using a range of conflict-resolution techniques and communication skills when seeking to resolve each of the above situations. How will I provide evidence? Your assessor will observe you throughout each role play. In most cases they will be participating in the role play as a customer or colleague. They will complete a checklist to record their observations.
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SITXCOM005 Assessment V1.1 30
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 31 2. Role play 1 Read the scenario. You are working as the supervisor of the Bridge Hotel
. It’s Mother’s Day and the kitchen has been under pressure since the early breakfast service. As part of the Bridge Hotel’s Mother’s Day promotion, the kitchen has been providing take away service for families who prefer to stay at home and celebrate. Customers who purchase take away can order from an ‘abbreviated’ menu (meaning they do not have access to the full range of menu items as in-house diners) and the Bridge Hotel will have delivery drivers send out the meals. The busy lunch service is almost over and you are just about ready to breathe a sigh of relief. One of the wait staff approaches you and hands you the phone. The customer on the other end of the line is not happy and this is the second time they have called today. They have asked to speak to the manager as no one else is able to help them. The role play will begin at this stage. During this role play you must:
demonstrate effective communication skills when interacting with the customer
take swift and tactful action to prevent escalation
identify and use relevant resources (policies and procedures) to assist in managing conflict
establish and agree on the nature and details of conflict
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 32
determine impact of the conflict
respond to the customer in a sensitive, courteous, respectful and discreet manner
follow organisation procedures to address the conflict
as the supervisor, determine your responsibility in regards to resolving this conflict by considering organisation procedures
evaluate options in regards to resolving the conflict and implement the best solution. At the end of the role play, you will need to complete the Complaints Register and document your ideas for improvement. You will also need to write an email to the customer and ask them to provide you with feedback about the outcome. Ensure that this is written clearly, respectfully and professionally.
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 33 Role Play 1 ME: Hello Sir, how can I help you? CUSTOMER: Hello, can I talk with the manager? ME: Yes Sir, I’m the supervisor of this hotel. How I may help you?
CUSTOMER: I have ordered a food through the phone call, but I got the wrong order, and again I order the second time but again I got the same results I got the wrong orders. I have called the twice in your hotel to complain my issues, but no one is responding properly, and I am very disappointed with this. ME: I’m extremely sorry sir for this mistake. Thi
s could be the mistake by our staff as there is a lot of orders coming and it was too busy. CUSTOMER: This is not a first time; it happens me twice how can you be so careless. ME: Yes Sir, I am really very sorry for this sir, we will promise you this will not happen from next time. CUSTOMER: Every time I call in your hotel and every time you say that this will not happen from next time but every time the situation is same. You are liar. ME: No Sir I personally promise you that this will not repeat again. CUSTOMER: No, I do not believe you now I will never order anything from your hotel. ME: Please Sir, do not do this to us. Please give us another last chance to improve our service. I can provide you some benefits as compensation like I can provide you some free items and free delivery for your next 5 orders. But please Sir do not stop ordering from our hotel. CUSTOMER: Ok I will give you the final chance and happy for the solution. ME: Thank you so much Sir. Also, I would like to replace your order free of cost. CUSTOMER: Thank you ME: Thank you sir and have a good day
.
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 34
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 35 3. Role play 2 To ensure realism, you will not be provided with any background information about this conflict situation. Your assessor will tell you where you need to stand at the beginning of the role play. You are then to respond to the situation as it unfolds. During this role play you must:
demonstrate effective communication skills when interacting with the customer
take swift and tactful action to prevent escalation
identify and use relevant resources (policies and procedures) to assist in managing conflict
establish and agree on the nature and details of conflict with all parties and assess impact
respond to the customer in a sensitive, courteous, respectful and discreet manner
follow organisation procedures to address the conflict
as the supervisor, determine your responsibility in regards to resolving this conflict by considering organisation procedures
evaluate options in regards to resolving the conflict and implement the best solution. At the end of the role play, you will need to complete the Complaints Register and document your ideas for improvement. You will also need to write an email to the wait person involved that does the
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 36 following:
explains the importance of feedback and debriefing after a conflict
provides feedback about their response to the conflict in regards to organisation policy and procedures
discusses the impact of the situation in regards to Bridge Hotel’s legal liability, had the customer become ill
discusses the impact of the business’s reputation should the customer go ahead with negative reviews on social media
encourages them to provide you with feedback about the conflict and how it was resolved. Role Play 2 ME: Hello Sir, Good afternoon. CUSTOMER: Hello ME: Yes Sir, how can I help you? CUSTOMER: Can I talk to manager on duty? ME: Yes Sir, I am the supervisor of this hotel. You can talk to me, the manager is not available now. CUSTOMER: Today I was ordering a food from your restaurant and your staff was talking to me so rudely as I was not able to understand your staff language. Is this your customer service? ME: We are really very sorry Sir? Can you please kindly provide me the name of the staff that behave you rudely so that we can take necessary action against him? CUSTOMER: I do not know his name. But now I am going to share a negative review about this hotel so that no one will order anything from your hotel.
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 37 ME: No Sir, please do not do this to us as we have a very good reputation in the market. Your review matters a lot for us. CUSTOMER: Ahh I do not care about reputation. You have a very bad customer service. ME: No Sir, please do not do this as we are one of the famous restaurants in the town. We accept our mistake and promise that we will improve our service, and this will not happen from next time. After reviewing our policy and procedure I would to offer you with the free food voucher worth $300 and also free delivery for your next five delivery in our restaurant. I hope you like our offer. And forgive us for our offer. CUSTOMER: I like the offer but make sure this thing will not repeat from next time. ME: Thank you so much Sir. I promise this will not repeat from next time. Have a good one. Thank you and bye. CUSTOMER: Thank you
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 38
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 39 4. Role play 3 This role play is linked to Role play 2 and occurs the next day. The same staff from the night before are coming in to start their shift. Your assessor will provide you with some guidance about where you are to begin the role play. During this role play you must:
demonstrate effective communication skills when interacting with those involved
identify potential for conflict
take swift and tactful action to prevent escalation
identify situations where personal safety of colleagues may be threatened and organise appropriate assistance
identify and use relevant resources (policies and procedures) to assist in managing conflict
establish and agree on the nature and details of conflict with all parties and assess impact
manage conflict within scope of own role and responsibilities, and according to organisational procedures
evaluate options to resolve the conflict in line with organisation policies and constraints
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 40
seek to resolve a solution to this conflict
implement the best solution based on the situation that is occurring and your responsibility to uphold organisation procedures. Note that this role play will include some aggressiveness from a Bridge Hotel staff member who is under the influence of drugs. Speak to your assessor before if you are concerned or feel uncomfortable about this scenario. At the end of the role play, you will need to complete an incident report that clearly details the situation that occurred. Use the Incident Report template to do this. 5. Role Play 3 ME: Good Morning. STAFF: Good Morning Sir. ME: How are You? STAFF: I am good. Thank you. ME: That’s good. Last night I have got a call from the customer complaining about your rude behaviour while taking order through the phone. STAFF: I was trying to make him understand but he is not listening to instead of that he is threating me and I was out of control.
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 41 ME: If you are not able to handle the situation you should call for the help or you can talk to me directly. You are not allowed to talk to the customer like that. STAFF: I know I must not treat the customer like that but I was out of mind, I was unable to control myself and there was a lot of pressure last night as it was very busy. ME: You cannot make such excuse this is totally your fault. STAFF: I am so sorry sir. ME: This is not your first time, few days ago I have got multiple complaints against you regarding this type of rude behaviour to the customer. Also, I have got complaint from the staff about your behaviour. STAFF: I am so sorry Sir; I will try to improve my mistake and this will not happen next time. ME: I am getting multiple complaints from the customer and staff as well so I cannot just let you go, but according to the company policy I need to take the action against you so that this will not repeat again. STAFF: Okay Sir. ME: As per the policy you are suspended for the 2 weeks from your work and
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 42 you need to complete the customer service muddle from the company within 2 weeks and this is your final warning you will be out of this company if this happens next time. STAFF: Ok Sir, this will not happen next time. Thank you. ME: Thank you.
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 43 6. Reflection
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 44 Meet with your assessor once all role plays are complete. This is an opportunity to reflect on your performance and how you felt you resolved the situations. Discuss any improvements you would make to your own performance and whether you feel that the solution was the most effective, based on the circumstances. Discuss the causes of the conflicts that occurred and what you would do to make sure these do not happen again. You can refer to your Complaint Register for this part of the discussion. Complaints Register Date of complaint Complainant name Person responsible Description of complaint Cause Resolution Systemic improvement required 04/01/21 Late order Back of the The customer It’s
mother’s
I will do a refund. And will give As a head Chef I will make sure to House (Head ordered by day and her all of the food that she have more staff members for the Chef) delivery order an there’s
a ordered for free and will talk to back of the house kitchen because 1hr ago and his huge volume her and make sure that It we already know now how it goes order hasn’t
of orders. won’t
happened again and we when we have a holiday. We will be arrived yet And there’s
still hope that she will still visit more ready and prepared so it won’t
only few our restaurant. And when she happen again, and avoid any delays kitchen staff. comes back we will give her a with the others. big discount. And I will be really apologize about what
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 45 happened. 06/01/21 The Cake Back of the The customer The Chef The Chef talked to the As a assistant chef I will make sure to doesn’t
look house(Assistant ordered talks to the customer to say sorry and follow the ingredients of my head chef and taste Chef) raspberry but assistant since they called after the and will not change any of it. Because good they said that it chef about party, the chef still apologizing it is part of the rules. Because tastes like what and gave them a voucher that changing some of the ingredient even strawberry and happened they can used anytime and still if it’s
the small part of it, it will the design because hoping that they will still visit changed it as a whole. doesn’t
look that’s
his the restaurant. how it should task. And he be. said that he kind of change some of the ingredients. 10/01/21 The Steak Front of the The customer The Front of The Front of the house staff As Front of the house staff, she needs doesn’t
house Staff ordered a steak the house talks to the family and she said to be keen with every detail and cook the and wanted to talks to the that the Head chef will pay for make sure that she really is listening way the be cooked well kitchen head everything that they ordered. to the customers. Most specially customer done because chef about And we will give the kid a new when the customers special request ordered it but then when happened. steak and a drink just to make because some customers are allergic they received it And they sure that she will be satisfied to some kinds of ingredients. To avoid the kid shouted found out with her meal. having miscommunication and also to because she that the front avoid problems. She must use her can still see of the house active listening and focus. blood with on staff didn’t
her steak. put it on the details that
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 46 7. Submit documents to your assessor. Ensure that all your pieces of documentation are clear and complete. Submit:
Your email for Role play 1
Your email for Role play 2
Your incident report for Role play 3
Your completed Complaints Register that addresses Role plays 1 and 2. Send or submit the completed documentstoyour assessor. its well done instead she put it medium rare
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SITXCOM005 Assessment V1.1 47 Assessment Task 2: Checklist Student’s name:
Did the student: Completed successfully?
Comments Yes No Role play 1: Identify potential for conflict? Take swift and tactful action to prevent escalation? Identify and use relevant resources to assist in managing conflict? Establish and agree on the nature and details of conflict? Determine impact of conflict? Manage conflict and take responsibility to seek a solution within scope of own
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 48 Student’s name:
Did the student: Completed successfully?
Comments Yes No role and responsibilities as per Complaints Policy and Proceduresand Customer Service Policy and Procedures? Evaluate options to resolve the conflict, taking into account organisational policies and constraints, and implemented best solution? Complete required reports? Sought feedback from the customer about the outcome? Reflect on the conflict, their handling of the situation and the solution they decided upon?
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 49 Student’s name:
Did the student: Completed successfully?
Comments Yes No Identity the causes of the conflict and identify workplace enhancements and/or improvements? Demonstrate effective communication skills during the role play? Role play 2: Identify potential for conflict? Take swift and tactful action to prevent escalation? Identify and use relevant resources to assist in managing conflict? Establish and agree on the nature and details of conflict?
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 50 Student’s name:
Did the student: Completed successfully?
Comments Yes No Determine impact of conflict? Manage conflict and take responsibility to seek a solution within scope of own role and responsibilities as per Complaints Policy and Proceduresand Customer Service Policy and Procedures? Evaluateoptions to resolve the conflict, taking into account organisational policies and constraints, and implemented best solution? Complete required reports? Provide feedback to the wait person about the conflict and the outcome?
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 51 Student’s name:
Did the student: Completed successfully?
Comments Yes No Sought feedback from the wait person about the conflict and the outcome? Reflect on the conflict, their handling of the situation and the solution they decided upon? Identity the causes of the conflict and identify workplace enhancements and/or improvements? Demonstrate effective communication skills during the role play? Role play 3: Identify potential for conflict? Take swift and tactful action to prevent
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 52 Student’s name:
Did the student: Completed successfully?
Comments Yes No escalation? Take action within own scope of responsibility to deal with a situation that impacted the personal safety of staff? Sought assistance in seeking a solution to this conflict? Identify and use relevant resources to assist in managing conflict, within own scope of responsibility? Implement the most appropriate solution? Complete required report? Reflect on the conflict, their handling of the situation and the solution they
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 53 Student’s name:
Did the student: Completed successfully?
Comments Yes No decided upon? Identity the causes of the conflict and identify workplace enhancements and/or improvements? Demonstrate effective communication skills during the role play?
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Training for Knowledge & Livelihood (TKL college) ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602 Email: Info@tkl.edu.auwww.tkl.edu.au
SITXCOM005 Assessment V1.1 54 Trainers Feedback: Trainers Name: Signature and date:
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