SITXCOM010_Assessment_C_Observation_Report_V4-0

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Jun 14, 2024

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SITXCOM010 MANAGE CONFLICT – Role-play ASSESSMENT C – ROLE-PLAY – OBSERVATION REPORT ASSESSMENT INFORMATION Learner name Learner ID Assessor name Date Observable skill/task Use conflict resolution and communication techniques to resolve complaints or disputes with customers and colleagues. Assessment location  Workplace Location: ______________________________  Simulated environment or activity Location: ______________________________  Assessment  Re- assessment Agreed timelines and conditions The assessor should specify the agreed timeframe/duration for completing the task and any conditions that are not already specified in the RTO’s training and assessment plan. Contextualisati on notes (update mapping document as required) © Didasko Learning Resources www.didasko-online.com 1

SITXCOM010 MANAGE CONFLICT – Role-play OBSERVABLE SKILLS/TASKS CHECKLIST Did the learner demonstrate the following? Satisfactor y Yes No Role-play 1 Identified the nature of the conflict.  Established and agreed on the nature and details of the conflict, for example, the communication breakdown or misunderstanding which lead to the customer receiving the incorrect or unsuitable product/service. Followed organisational procedures to resolve the customer conflict.  Managed the conflict within the scope of own role and responsibilities.  Took responsibility for seeking a solution.  Assessed the impact of the conflict on business reputation and liability.  Evaluated options to resolve the conflict taking account organisational policies and constraints. Used conflict-resolution and communication techniques to resolve the dispute or complaint.  Conflict resolution techniques could include any of the following. - assertiveness (approaching the conflict with confidence and a ‘win- win’ attitude) - negotiation - use of appropriate communication (as listed below) - acknowledging the views of all involved parties and providing them with opportunities to express them - responding to all parties in a sensitive, courteous, respectful and discreet manner - minimising the impact of conflict on other colleagues and customers.  Communication techniques could include any of the following. - active listening - empathising with the person’s situation - non-verbal communication and recognition of non-verbal signs - language style, including choice of words, tone and pitch - questioning techniques appropriate to the situation including use of open, closed and probing questions to confirm information - those appropriate to different social and cultural groups, such as avoiding language or gestures that might be offensive to different cultural groups, avoiding slang, using simple terms and explanations for customers who speak English as their second language. Used available resources to assist in managing conflict.  Sought assistance from senior staff to resolve customer complaints or disputes when required. Role-play 2 © Didasko Learning Resources 2022 Edition 2

SITXCOM010 MANAGE CONFLICT – Role-play Did the learner demonstrate the following? Satisfactor y Yes No Identified the nature of the conflict.  Established and agreed on the nature and details of the conflict, for example, that the employee is unhappy with the current roster and not being allocated their requested days off. Followed organisational procedures to resolve the conflict.  Managed the conflict within the scope of own role and responsibilities.  Took responsibility for seeking a solution.  Used teamwork skills to discuss and resolve the conflict.  Assessed the impact of the conflict on business reputation and liability, in particular the impact if the employee follows through by reporting the complaint to the Fair Work Ombudsman.  Evaluated options to resolve the conflict taking account organisational policies and constraints. Used conflict-resolution and communication techniques to resolve the dispute or complaint.  Conflict resolution techniques could include any of the following. - assertiveness (approaching the conflict with confidence and a ‘win- win’ attitude) - negotiation - use of appropriate communication (as listed below) - acknowledging the views of all involved parties and providing them with opportunities to express them - responding to all parties in a sensitive, courteous, respectful and discreet manner - minimising the impact of conflict on other colleagues and customers.  Communication techniques could include any of the following. - active listening - empathising with the person’s situation - non-verbal communication and recognition of non-verbal signs - language style, including choice of words, tone and pitch - questioning techniques appropriate to the situation including use of open, closed and probing questions to confirm information - those appropriate to different social and cultural groups, such as avoiding language or gestures that might be offensive to different cultural groups, avoiding slang, using simple terms and explanations for customers who speak English as their second language. Role-play 3 © Didasko Learning Resources www.didasko-online.com 3

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SITXCOM010 MANAGE CONFLICT – Role-play Did the learner demonstrate the following? Satisfactor y Yes No Identified potential for conflict and responded appropriately to prevent escalation.  Identified signs of potential conflict. Signs of conflict could include examples such as agitation or irritation in the customer’s facial expression, angry or aggressive body language, hostility, anger or resentment in their tone of voice, raised voice or choice of words.  Responded swiftly and tactfully. Identified and responded to situations where personal safety of colleagues or customers may be threatened.  Identified potential safety risks when responding to the intoxicated customer.  Organised appropriate assistance when required. Assistance may be sought from internal security, other staff members or senior personnel.  Identified potential safety threat to colleagues and customers when refusing service or asking an aggressive customer to leave the premises.  Responded appropriately to a situation involving a threatening, intoxicated customer. Response may include suitable communication and conflict resolution techniques, refusing service, requesting assistance from senior personnel or security or assertively asking the customer to leave the premises. Followed organisational procedures to resolve the customer conflict.  Established and agreed on the nature and details of the conflict.  Managed the conflict within the scope of own role and responsibilities.  Took responsibility for seeking a solution.  Assessed the impact of the conflict on business reputation and liability.  Evaluated options to resolve the conflict taking account organisational policies and constraints. © Didasko Learning Resources 2022 Edition 4

SITXCOM010 MANAGE CONFLICT – Role-play Did the learner demonstrate the following? Satisfactor y Yes No Used conflict-resolution and communication techniques to resolve the dispute or complaint.  Conflict resolution techniques could include any of the following. - assertiveness (approaching the conflict with confidence and a ‘win- win’ attitude) - negotiation - use of appropriate communication (as listed below) - acknowledging the views of all involved parties and providing them with opportunities to express them - responding to all parties in a sensitive, courteous, respectful and discreet manner - minimising the impact of conflict on other colleagues and customers.  Communication techniques could include any of the following. - active listening - empathising with the person’s situation - non-verbal communication and recognition of non-verbal signs - language style, including choice of words, tone and pitch - questioning techniques appropriate to the situation including use of open, closed and probing questions to confirm information - those appropriate to different social and cultural groups, such as avoiding language or gestures that might be offensive to different cultural groups, avoiding slang, using simple terms and explanations for customers who speak English as their second language. © Didasko Learning Resources www.didasko-online.com 5

SITXCOM010 MANAGE CONFLICT – Role-play ASSESSOR TO COMPLETE Assessor comments and feedback provided to learner Result for this assessment task  Satisfactory  Not satisfactory Assessor declaration  I declare that I have observed the learner perform the tasks outlined in the observation checklist and in accordance with the RTO’s assessment procedures and instructions.  I have provided feedback to the learner and verified their understanding of the assessment outcomes, comments and suggestions for improvement. Assessor name: ________________________________________ Assessor signature: _____________________________________ Date: ___________________________ © Didasko Learning Resources 2022 Edition 6

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SITXCOM010_Assessment_C_Observation_Report_V4-0

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