Assessment-Task-2 SITXCOM010

Assessment Task 2: Practical tasks – Role plays Course SIT40521 Certificate IV in Kitchen Management Unit Code & Name SITXCOM010 Manage Conflict Assessor Name Student Name Student Signature Assessment Task 2: Instructions Information for students Tasks required for this unit This unit of competency requires that you:  take action to resolve escalated complaints or disputes with customers in relation to at least three of the following matters: o cultural misunderstanding o incorrect pricing of product or service o delays or errors in providing product or service o misunderstanding of customer request or communication barrier o person who appears to be violent or threatening o problem or fault with product or service o refused entry or ejection from premises o situation where someone has been or may be hurt  take action to resolve team member disputes in relation to at least two of the following matters: o dispute or argument among work colleagues o drug or alcohol-affected person o job duties or rosters o lack of competence  use conflict-resolution and communication techniques when seeking to resolve above situations  organisational procedures for evaluating conflict resolution. Instructions for how you will complete these requirements are included below. Assessment Task 2: Practical tasks – Role plays Activities Complete the following activities. WSC-CIVKMASS-SITXCOM010-V3-10.8.23 Page | 1 International College of Australia Pty Ltd T/A Western Sydney College RTO: 45360 | CRICOS: 03690M

Carefully read the following information. 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. Below is a guide to the skills and knowledge you must demonstrate when you are completing each activity step. We have provided a number of documents to assist you and you will find these in the student resources including:  your learning resources and other information for reference  your Complaints Policy and Procedures  your Conflict Resolution Policy and Procedures  your Customer Service Policy and Procedures  your Complaints Register template  your Incident Report template. You will be required to complete three role plays that require you to take action to resolve escalated complaints or disputes with customers or staff members. 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:  Identify conflict situations by: o identifying potential for conflict and take action to prevent escalation o identifying situations where personal safety of customers or colleagues may be threatened and organise appropriate assistance o identifying and use resources to assist in managing conflict.  Resolve conflict by: o establishing and agreeing on the nature and details of conflict with all parties and assess impact o managing conflict within scope of own role and responsibilities o managing conflict following organisational procedures o taking responsibility for seeking a solution to conflict within scope of own role and responsibilities o seeking assistance where required o identifying and evaluating the impact of conflict on business reputation and legal liability o evaluating options to resolve the conflict, within organisational policies and constraints. o implementing the best solution and complete required reports.  Evaluate conflict resolution by: o communicating with parties involved to seek and provide feedback on conflict and its resolution o evaluating and reflecting on the conflict and effectiveness of the solution WSC-CIVKMASS-SITXCOM010-V3-10.8.23 Page | 2 International College of Australia Pty Ltd T/A Western Sydney College RTO: 45360 | CRICOS: 03690M

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 regarding resolving this conflict by considering organisation procedures  evaluate options regarding 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 following:  explains the importance of feedback and debriefing after a conflict  provides feedback about their response to the conflict regarding organisation policy and procedures  discusses the impact of the situation regarding 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. 2. 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 WSC-CIVKMASS-SITXCOM010-V3-10.8.23 Page | 4 International College of Australia Pty Ltd T/A Western Sydney College RTO: 45360 | CRICOS: 03690M

 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  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 3. Reflection. 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. You will also discuss the impacts of each situation and how this could have negatively affected the business had it not been resolved. 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. 4. 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 documents to your assessor. WSC-CIVKMASS-SITXCOM010-V3-10.8.23 Page | 5 International College of Australia Pty Ltd T/A Western Sydney College RTO: 45360 | CRICOS: 03690M