Manage Conflict Assessment Task for SITXCOM010 Students

SALISBURY COLLEGE AUSTRALIA SITXCOM010 MANAGE CONFLICT STUDENT ASSESSMENT TASK

ASSESSMENT INFORMATION Throughout your training we are committed to your learning by providing a training and assessment framework that ensures the knowledge gained through training is translated into practical on the job improvements. You are going to be assessed for:  Your skills and knowledge using written and observation activities that apply to the workplace.  Your ability to apply your learning.  Your ability to recognize common principles and actively use these on the job. All of your assessment and training is provided as a positive learning tool. Your assessor will guide your learning and provide feedback on your responses to the assessment materials until you have been deemed competent in this unit. Assessment plan Assessment Task Overview Assessment Task 1: Knowledge questions You must correctly answer all questions Assessment for this Unit The process we follow is known as competency-based assessment. This means that evidence of your current skills and knowledge will be measured against national standards of best practice, not against the learning you have undertaken either recently or in the past. Some of the assessment will be concerned with how you apply your skills and knowledge in the workplace, and some in the training room as required by each unit. The assessment tasks have been designed to enable you to demonstrate the requirements of the performance criteria and knowledge in this unit to successfully demonstrate competency at the required standard. Your assessor will ensure that you are ready for assessment and will explain the assessment process. Your assessment tasks will outline the evidence to be collected and how it will be collected, for example; a written activity, case study, or demonstration and observation. For you to be assessed as competent, you must successfully complete two assessment tasks:  Assessment Task 1: Knowledge questions – You must answer all questions correctly. Assessment preparation Please read through this assessment thoroughly before beginning any tasks. You must agree with “Student Acknowledgement and Declaration” before commencing to any of the assessment task. Ask your assessor for clarification if you have any questions. When you have read and understood this unit’s assessment tasks, Proceed according to your assessor instructions. Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you. Assessment appeals If you do not agree with an assessment decision, you can make an assessment appeal as per your SCA’s assessment appeals process. SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 3

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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. 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:  Student Name  Unit code  For example, If the student’s name is John Smith and the assessment task is for SITXCOM010 Manage Conflict, the document should be saved as John smith_SITXCOM010. SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 4

STUDENT ACKNOWLEDGMENT AND DECLARATION Assessment Acknowledgement and Declaration Since you are submitting electronically through the Canvas LMS, please review the declaration and acknowledge part prior to submit the assessment, as by submitting the assessment you are providing the consent to the following: By submitting this assessment, you acknowledge the following:  You have read and understand the assessment requirement  You understand and comfortable with the way the assessment is going to be assessed.  You understand that you should discussed with your trainer should their any reasonable adjustment required for the assessment.  You understand the rights of the reassessment.  You understand my rights to appeal the decision made in an assessment. By submitting this assessment, you also provide consent of the following:  This task is all your own work and you have not cheated or plagiarised the work or colluded with any other student(s).  You understand that if you found to have plagiarised, cheated or colluded, action will be taken against you according to the process explained to you.  You have correctly referenced all resources and reference texts throughout these assessment tasks. Please communicate with your trainer immediately should you have any concerns or doubts about any of the above statements. Your Trainer / Assessor will provide you the assessment result via Canvas LMS. Student Signature Bishal Tamang (Please print name if unable to sign electronically) Student Name Bishal Tamang Student ID SLB2000828 SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 5

ASSESSMENT TASK 1: KNOWLEDGE QUESTION Task summary  You need to answer all of the written questions correctly.  Your answers must be word processed and uploaded in the canvas LMS (unless advised otherwise)  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. You also find the information in the Canvas home page of this unit. Submit  Answer to all questions. 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. SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 6

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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. 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 with 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. SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 7

PROVIDE ANSWERS TO ALL OF THE QUESTIONS BELOW: 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. Customer complaint b. Identify the cause that led to the conflict in the scenario. Rose forgot to make the order since she became too burdened to do so due to the many other tasks she had to do. Customers were frustrated as a result of the resulting delay. SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 8

Scenario 2 Ross is the supervisor of The Continent Hotel. A guest comes to the front desk and complains that the room he has been given has no running water in the bathroom, has unchanged bedsheets and has one light that is not working. He tells the front desk staff that he had paid a premium rate for the room and starts talking very loudly expressing how disappointed he is in the service. Ross hears this and comes to the guest. The guest is very angry and demands a refund. a. Identify what type of conflict situation is happening in the scenario. Customer complaint b. Identify the cause that led to the conflict in the scenario. There were several issues with the guest's accommodation, and the customer who had paid more for comfort was not happy about it. Room service probably made a mistake. Scenario 3 Smith and Devon work at The Continent Hotel’s Lounge Bar as bartenders. Smith works the afternoon shift while Devon works the evening shift. Devon receives more tips than Smith because more customers come in the evening. Smith feels that it is unfair and wishes to request that he is given a chance to work the evening shift too. Devon does not like it but Smith still wants to proceed with his request to the manager. a. Identify what type of conflict situation is happening in the scenario. Differences in opinion at work place b. Identify the cause that led to the conflict in the scenario. Smith thinks it's unfair that Devon gets more tips than he does on the evening shift since more customers show up then, so he wants to switch shifts. Moreover, Devon is unwilling to perform the shift at a reduced wage. That's why there's disagreement. SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 9

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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. Intoxicated state of guest b. Identify the cause that led to the conflict in the scenario. Rachel saw that Jhon was visibly intoxicated and decided to tell him he was unfit for his job. Jhon did not like being challenged in such a way, and he became agitated as a result. Question 2 Complete the table below: a. Identify the five stages of conflict b. In your own words, describe each stage of conflict Each response must be in 30 words or more. Stages of Conflict Description of Each Stage i. Latent The beginning of a battle is usually calm. The latent stage is a concept from the idea of resolving conflicts, and it refers to a period when neither party is actively engaged in the dispute but where tensions are still there and might boil over at any moment. Unfortunately, not all simmering or hidden SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 10

tensions ever surface. In other cases, the conflict is obvious and impending. Moreover, disagreements might arise with little to no notice. ii. Perceived A disagreement moves through the seen and felt stage when it becomes recognized. Dependent on the circumstances, this phase may be experienced by both parties at the same time or at separate periods. iii. Felt People's worry, anxiety, and/or anger towards one another increase once they become aware of a disagreement. iv. Manifest When one or both sides do actions that cause the other to react negatively, it is called manifest conflict. Open anger, indifference, sabotage, withdrawal, and blind obedience are some of the most blatant reactions. v. Conflict aftermath One possible result of a disagreement is a mending of fences between parties, while another is complete and total breakdown of the partnership. The conclusion of the battle may have come at this point if it was an isolated incident. Those who are in committed relationships may see this procedure more as a continuous circle than a single peak. SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 11

Question 3 Complete the table below: a. Identify the five levels of conflict b. In your own words, describe each level of conflict Each response must be in 30 words or more Levels of Conflict Description of Each Level i. Intrapersonal Conflict At this point, the conflict is happening just in one person's mind. This disagreement arises from your own thoughts, feelings, values, and preferences. For example, if you have the need to do something but are also tempted to refrain from doing it, you may experience this conflict. ii. Interpersonal Conflict Two or more persons inside a larger firm may find themselves at odds with one another. It might be because of fundamental differences in personality or method of issue resolution. Interpersonal disputes may occur with no one realizing it. iii. Intragroup Conflict When people in a group have vastly different backgrounds, upbringings, and outlooks on life, conflicts of this magnitude are to be expected. They may have a same goal, but distinct strategies for achieving it. Furthermore, intragroup conflict may occur when team members' communication styles and personalities are SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 12

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incompatible. Intergroup Conflict A company is a group of people working together towards a common goal. The people break out into different teams based on what has to be done at any given time. While some degree of intergroup conflict is unavoidable in every given organization, the success of the overall entity relies on harmonious connections among all interdependent groups. iv. Intra-organizational Conflict The term "intra-organizational conflict" refers to disagreements that arise inside an organization, such as those that arise within departments or between managers and staff. Similar to inter-organizational communication, intra- organizational communication refers to interactions inside an organization, such as those between teams or between ranks. 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. SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 13

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. SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 14

a. Identify at least two signs that indicate that a conflict might arise between Tom and the group. Signs refer to indicators that conflict is about to happen. i. Inappropriate communication ii. Anger b. Identify at least two factors that caused the conflict between Tom and the group. Factors refer to situations or behaviours that caused the conflict . i. Intoxicated state of guest ii. Non-verbal gesture or signs c. Identify the two results of the conflict between Tom and the group. i. Tom was physically Assaulted ii. Security intervened and kicked the individual who attacked Tom and the others out of the building. SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 15

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Question 5 In your own words, explain how the listed conflict-resolution techniques are applied to resolve conflicts in the workplace. Each response must be in 30 words or more. Conflict-resolution Technique How Each Technique is Applied in Resolving Conflicts at Work a. Assertiveness By being aggressive, you can ensure that others are paying attention to you and acting how you would want them to, which will help you prevent any potential conflicts. b. Negotiation The goal of every successful negotiation is to reach an agreement amongst the parties involved in a dispute. c. Use of appropriate communication By using clear and precise language, you can avoid misinterpretation and ensure that your message gets through. d. Acknowledge the views of all the involved parties Doing so will ensure that everyone feels heard and will improve the quality of communication overall. e. Providing each party an opportunity to express their views Doing so will ensure that everyone feels heard and will improve the quality of communication overall. f. Respond to all the parties involved sensitively To avoid further escalation of the situation and to seem courteous, watch what you say. SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 16

g. Respond to all the parties involved courteously Being polite ensures you convey the word that you want to have this problem resolved quickly and amicably. h. Respond to all the parties involved respectfully Make sure you're being polite so you don't make things worse for anybody. i. Respond to all the parties involved discreetly. That way, you may avoid disclosing critical or irrelevant information to others. j. Minimise the impact of conflict on colleagues Colleagues rely on you to have their backs and watch out for them. k. Minimise the impact of conflict on customers The customer's happiness is paramount. SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 17

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 The goal of counselling is to help the disputing parties gain perspective on the problem and view it from other angles. Counseling helps people see things more clearly, which in turn improves their view and attitude. ii. Internal security staff Customers initially interact with workers at the entrance. They are the first line of defence in ensuring that patrons are neither underage or visibly drunk before being allowed in. They may also keep an eye out for any tensions that may be brewing among the patrons outside the establishment. What you do now may prevent a future dispute. iii. Mediators A mediator's role is to facilitate communication between disputants and to serve as an intermediary in the resolution of the dispute. With their assistance, the two parties are able to reach a mutually agreeable compromise and avoid a stalemate in their discussions. iv. Other staff members By utilising drink counting techniques to monitor alcohol delivery, studying client physical and cognitive actions, pouring precisely measured drinks to prevent over-service, and implementing a solid cut-off policy, bartenders may assist reduce the likelihood of an altercation breaking out. Bartenders may assist prevent SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 18

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fights from breaking out by keeping close tabs on how much alcohol is being served, keeping an eye on the mental and physical state of their customers, measuring drinks carefully to avoid over-serving, and sticking to a firm cut-off time. v. Police The police mediate the dispute by offering a compromise, which the disputants may either accept or reject before taking their case to court. To further manage interpersonal problems, police may use negotiation to reach a solution that benefits all parties involved. SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 19

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 By practising active listening skills, both you and the person you are speaking with will benefit from better communication. Effective conflict resolution depends on both parties being heard and understood, and active listening does this by addressing both the facts and the emotions at play. ii. Empathising with the person’s situation while upholding organisational policy When we practise empathy in our day-to-day encounters, we learn to listen to one another without passing judgement on their thoughts, feelings, or viewpoints. Without trying to influence or shut down the expression of their pain in any way—perhaps by providing explanations or advice—we may still be there with them. iii. Non-verbal communication Maintaining eye contact, using a low, soothing voice, and not crossing your arms are all ways to show the other person that you are willing to listen to them and work through the problem instead of becoming defensive. SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 20

The power of making eye contact cannot be overstated, especially in tense circumstances. iv. Recognition of non-verbal signs Paying attention to others' nonverbal cues may help you detect when they're feeling uneasy, allowing you to change your approach to them to make them more at ease. v. Language style In both the escalation and resolution of disputes, language is crucial. Group cohesion may be bolstered or broken down depending on the communicative strategy used. It may also be used to sort people into cliques. SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 21

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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. What do you want? The first stage is for both parties to determine their real requirements and their ideal outcomes. It's possible that there has been a misunderstanding, and that all that's needed is for both parties to state their demands explicitly for each other to see that they're not incompatible. The explanations should be as clear and detailed as possible so that you, as the mediator, can zero in on the precise source of contention. ii. What are you doing to get it? How are the two parties addressing these requirements, and what other options have been explored? When you prompt someone to reflect on their actions, you're discreetly reminding them that it's their job to find ways to fix the issue rather than simply whine about it. SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 22

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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 the conventional English very well and may have a hard time understanding jargons 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 If they are having trouble comprehending English, Jenna might speak more slowly and stop often. She may stop at the right moments to demonstrate that she values their input. ii. Keeping the language simple and easy to understand Since they aren't native speakers, she may have more success if she uses plain language and short, clear words. iii. Listening attentively A respectful act in that culture is active listening, thus it's crucial that she do so. SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 23

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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 Maintaining eye contact, using a low, soothing voice, and not crossing your arms are all ways to show the other person that you are willing to listen to them and work through the problem instead of becoming defensive. The power of making eye contact cannot be overstated, especially in tense circumstances. ii. Using appropriate language style In both the escalation and resolution of disputes, language is crucial. Group cohesion may be bolstered or broken down depending on the communicative strategy used. It may also be used to sort people into cliques. SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 24

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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 It's vital to keep that in mind, since it's well-known that people's hearing declines with age. ii. Use appropriate language style In both the escalation and resolution of disputes, language is crucial. Group cohesion may be bolstered or broken down depending on the communicative strategy used. It may also be used to sort people into cliques. SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 25

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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 Keep in mind that persons of different genders in Muslim culture seldom engage in direct verbal or physical communication with one another. ii. Keeping the language simple and easy to understand Using easy vocabulary and simple sentences may go a long way as they’re not native speakers and might find it hard to understand what he’s saying SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 26

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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. • Step 1: Identify the Need for a Policy • Step 2: Determine Policy Content • Step 3: Obtain Stakeholder Support • Step 4: Communicate with Employees • Step 5: Update and Revise the Policy b. Outline the guideline your organisation follows when doing the steps outlined below. i. Recording customer complaints • The company name (if B2B) • Contact details of the complainant. • Date the complaint was made. • How the complaint was made (social media, email, phone, walk-in) • Description of the complaint. • Person responsible for complaint resolution. • Status through to resolution. • Date of resolution. SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 27

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ii. Informing customers of progress of complaints Solution-focused thinking and customer collaboration is a must. Find a compromise that will work for everyone. Maintain constant communication with the client, deliver on your assurances, and let them know when the job is done. Provide a plan to ensure this doesn't happen again. iii. Responding to customer complaints. • Speak to the customer in person. • First, express gratitude to the consumer for bringing up the issue with you. • Show real concern for the consumer and treat them with kindness, consideration, patience, and fairness. • Respond to the complaint quickly. • You should explain to the client how you intend to deal with their criticism. If you are unable to fix their issue immediately, be sure to provide them a time frame in which to expect a response. Be as realistic and forthright as possible. • Show the customer that you understand. 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. • Create an Open Door Policy • Determine the Severity of the Situation • Encourage Employees to Work Out Issues on Their Own • Take Action When Necessary • Listen to All Parties Involved • Document the Incident • Get Insight from your Employee Handbook • Create a Comprehensive Solution SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 28

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b. Outline the guidelines your organisation follows when employees consult for conflict or dispute resolution. • Work to resolve the conflict. • Treat each other with respect. • They should: Clearly and honestly express the issues they are having and the behaviors they would want to alter. • Listen to other participants and make an effort to understand the views of others. • Be willing to take responsibility for their behavior. • Be willing to compromise. c. Outline the guideline your organisation follows when resolving the conflicts or disputes between employees. • Create an Open Door Policy • Determine the Severity of the Situation • Encourage Employees to Work Out Issues on Their Own • Take Action When Necessary • Listen to All Parties Involved • Document the Incident • Get Insight from your Employee Handbook • Create a Comprehensive Solution SITXCOM010 MANAGE CONFLICT| SALISBURY COLLEGE AUSTRALIA 2020 | RTO No.:45062 | CRICOS: 106776D | L3, L4 & L5, 14 Railway Parade, BURWOOD, NSW 2134 Page | 29

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