SITXCOM005 Assessment task 1 and 2

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Australian Pacific College *

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SITXCOM005

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Management

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Apr 3, 2024

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Unit of Competency Final Result Student Name THAMMARAT RATTANACHAN Student ID GI210091 Trainer/Assessor Name Iswan Mastro Unit Code / Unit Name SITXCOM005 Manage conflict Assessment Satisfactor Not Yet Did not Submit Assessment 1 □ □ □ Assessment 2 □ □ □ Online Assessment □ □ □ Learner Reflection Evidence □ □ □ Final Result: □ Competent □ Not Yet Competent Trainer/Assessor Feedback Student Declaration : I declare that I have been assessed in this unit. I have been advised of my result and I have received a photocopy, I also am aware of my appeal rights. Name : Thammarat Rattanachan ________________________ Signature : Thammarat ________________________ Date : 24/11/21 Trainer/Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback Name : Signature : Global Institute V1.1 Jan 2021 Page 1 of 34

Date : ____ /_____ /_____ Assessment Cover Sheet Student Name THAMMARAT RATTANACHAN Student ID GI210091 Unit Code / Unit Name SITXCOM005 Manage conflict Assessment No. 1 Date of Submission 24/11/21 Student Declaration : I certify that:  I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source.  I have read the Assessment and Student Handbook and I understand all the rules and guidelines for undertaking assessments.  I give permission for my assessment material to be used for continuous improvement purposes. Student Signature: Thammarat Date: 24/11/21 Result: □ Satisfactory | □ Not Satisfactory Trainer/Assessor Feedback Student Declaration: I declare that I Trainer/Assessor Declaration : I declare that Global Institute V1.1 Jan 2021 Page 2 of 34

have been assessed in this unit, and I have been advised of my result. I also am aware of my appeal rights. Name: THAMMARAT RATTANACHAN Signature: Thammarat Date: 24/11/21 I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback Name: ____________________________ Signature: __________________________ Date: ____/_____/_____ Tear off from here………………………………………………………………………………………………… ............................................. ................................ Assessment Acknowledgement Receipt Student Name: THAMMARAT RATTANCHAN Student ID: GI210091 Unit Code /Name: SITXCOM005 Manage conflict Assessment No: 1 Trainer/Assessor Signature: Date: 24/11/21 Global Institute V1.1 Jan 2021 Page 3 of 34

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Learner Reflection Evidence of Unit Completion Form Assessment Task 1 – Case study scenario Performance objective The students must demonstrate performance outcomes, skills and knowledge required to resolve complex or escalated complaints and disputes with internal and external customers and colleagues. It requires the ability to use effective conflict resolution techniques and communication skills to manage conflict and develop solutions. Assessment description In this assessment you need to answer questions in relation to 4 given scenario. In addition to this you need to answer questions related with workplace policies and protocols. Procedure The assessment for this unit of competency consists of two parts, Part A and Part B. Part A consists of 4 different scenarios, each followed by a series of questions. Part B consists of questions to assess your underpinning knowledge relating to workplace policies and protocols which form the basis to deal with and manage conflict. You are required to address all questions to achieve competence. Your trainer will provide you with instructions for time frames and dates to complete this assessment. Submissions You must submit:  Written answers to all the questions for 4 scenarios in Part A  Written answer to the questions stated in part B LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 4

Learner Reflection Evidence of Unit Completion Form Your assessor will be looking for:  commonly occurring conflict situations in the tourism, travel, hospitality and event industries and their typical causes o conflict theory such as signs, stages, levels, factors involved and results  conflict-resolution techniques: o assertiveness o negotiation o use of appropriate communication  resources to assist in managing conflict: o counsellors o internal security staff o mediators o other staff members o police o senior staff  communication techniques: o active listening o empathising with the person's situation while upholding organisational policy o non-verbal communication and recognition of non-verbal signs o language style o questioning techniques o those appropriate to different social and cultural groups o organisational policies and procedures for complaint, conflict and dispute resolution. LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 5

Learner Reflection Evidence of Unit Completion Form o Assessment 1 Your task: Read the following scenarios and answer the corresponding questions for each. Scenario 1: You are working as part of the wait staff at a local restaurant. A customer you are serving has called you over to her table and has complained that she has found a hair in her meal. However, she has finished her meal and there is no hair to be seen. She is visibly unhappy and demanding a refund. This is not the policy of your restaurant. 1. Name 3 conflict resolution techniques and explain how you will use these to resolve this conflict: 1. Be a good Listener: Use active listening skills to receive the complaints, be empathy, and professional whatever they are complaining about, listening them carefully, keeping eye contact and there should not be disputed with customers. 2. Be Fair with Customers: Never argue with customers, regardless of whether you are sure that it might not be staff’s hair in their meal because there is no evidence to proof that it was still. However, the food should be checked at the earliest opportunity. Otherwise, it seems like you are not respecting the customers if you ask their plate for investigation. 3. Suggest alternate solution: Trying to be responsible of what they complain to. Staff could offer customer a replacement of that specific dish. The customer satisfaction will be risen in your service you have provided. 2. What are the dangers of leaving this conflict unresolved? 1. This results in making the communication distorted with customers: Leaving the uncertain argument will turn into a real danger to correspondence with customers and this will result a real hole of correspondence with customers. 2. Customer experience is compromised: Leaving an uncertain argument will be caused to the customers to be dissatisfied in your service. 3. This will result in decreasing teamwork: As the correspondence hole is shaped than this will bring about diminishing the collaboration inside the work environment and will create aversion. 4. Brand value decreases: Leaving the uncertain argument will be caused to minimize the brand estimation of the eatery so the footfall of customers will diminish and they will discover the options for the equivalent. Shoppers will be looking for the substitute suppliers that convey greater products and also get better customer encounters. Another outcome leaving an argument is that If grievances are dealt with ineffectively, customer may pull back their business and urge others to do likewise. LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 6

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Learner Reflection Evidence of Unit Completion Form Scenario 2 You are working at a hotel that is popular with international tourists. A foreign tourist approaches you with a complaint about his room, but you are struggling to understand his concerns due to his accent and language barrier. You begin to understand that the customer has an issue with the cleanliness of his bathroom. He is becoming agitated, aggressive, raising his voice and speaking quickly. He has crossed his arms and looks stiff and tense, as well as frowning at you. How will you manage this customer’s complaint? Answer the following questions based on this scenario. 1. What are the signs in this situation that conflict is occurring? Signs that conflicts may be beginning including:  Tense and stiffened posture  Raised voice  Angered tone  Quickening of speech  Tightening of the jaw  Use of negative words  Showing signs of impatience, crossed arms  Staring or frowning 2. How could you overcome this communication barrier? Communication barriers can impact the quality of customer service in depth. If barriers are not eliminated to allow smooth flow of communication between the customers and the company, it can adversely impact customer satisfaction levels. Here are a few tips for companies and support staff who are directly providing service to overcome the language barrier when communicating with customers. 1. SPEAK WITH CLARITY: A situation may emerge where a customer just has an essential comprehension of a specific language and probably won't be knowledgeable or conversant in it. So as to keep away from miscommunication, CSR's should ensure that they take as much time as necessary and the exchange of data happens in an unmistakable and particular tone. The agent must talk gradually and with clearness. 2. BE PATIENT: Each culture has its own particular manner of conveying and understanding various situations. On the off chance that the care staff can't fathom what the client is stating, they should show tolerance and quiet. The delegate must attempt to accumulate however much data as could be expected so as to comprehend the need of the client and offer support in like manner. 3. What actions can you take to resolve this complaint? These are five strategies that will assist you to handle with a customer complaint in a smooth and professional manner: Stay calm : At the point when a client presents you with a grievance, remember that the issue isn't close to home; the individual in question isn't assaulting you legitimately yet rather the current circumstance. "Winning" the showdown achieves nothing. An individual who stays in charge of their feelings bargains LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 7

Learner Reflection Evidence of Unit Completion Form from a place of solidarity. While it is entirely normal to get guarded when assaulted, decide to be the "expert" and keep your cool. Listen well: Let the incensed client let out some pent-up frustration. React with expressions, for example, "Well," "I see," and "Reveal to me more." Do not intrude. As the client vents and sees you are not responding, the individual in question will start to quiet down. The client needs to get into a quiet attitude before the individual in question can hear your answer—or anything you state, so far as that is concerned. Offer a solution: This happens simply after you have adequate subtleties. One thing to remember: Know what you may or may not be able to inside your organization's rules. Making a guarantee you can't resolve to will just interfere with you. Keep in mind, when offering an answer, be gracious and conscious. Tell the client you are eager to take responsibility for issue, regardless of whether it was out of your control. Assume responsibility for the circumstance and let the client realize what you will do to take care of the issue. 4. What actions can you take to prevent this situation from happening again in the future? In the event that a customer is disappointed, the initial step is to recognize and characterize their disappointment. Their needs and needs initially should be revealed and characterized to check whether the highlights and advantages of your organization's products or administrations can fulfill those requirement. Their disappointment, just as their fulfillment, ought to be estimated and broke down to show signs of improvement view of their degree of disappointment. These are some tips to prevent this kind of situation happens again which is explained below: Be pro-active: Don’t wait until the customer complains. Surveys and meetings are a great way to understand the customer’s needs. Be responsive : When there’s an issue, resolve it immediately. By waiting to resolve an issue can turn smaller problems into bigger ones. Be honest : Telling customers the truth usually goes over better than lying to them. It will eventually help gain the customers respect. Be realistic: A few clients have desires that are simply aren't achievable. All things considered, it might be important to attempt to reset the client's desires, or, if that is beyond the realm of imagination, to recommend that they might be more joyful by taking their business somewhere else. Only one out of every odd deal merits the cost associated with getting it. 5. What actions could management take to assist employees to improve their communication with international customers? The core of great customer service is great communication. Here are some ways to improve the way you communicate with customers: 1. Hire empathetic employees: Empathy is one of the five personality traits that I find make for a great customer-facing employee, and it is a big help in successful communication. 2. Provide those employees with language support via “language engineering”: Language engineering means suggesting phrases that are likely to be successful in customer interactions, and discouraging the use of other phrases that are likely to confuse customers or get their hackles up. 3. Give your customer-facing employees and their managers’ better communications tools : How can they be expected to provide exceptional customer service if they’re fighting a creaky CRM or their phone LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 8

Learner Reflection Evidence of Unit Completion Form lines is crackly, or they don’t have meaningful analytics? LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 9

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Learner Reflection Evidence of Unit Completion Form Scenario 3 Some hostility has been occurring among your work team as Sarah and James always receive the weekend off, and the rest of the team is required to work both Saturdays and Sundays. The other employees are beginning to resent Sarah and James for always receiving the weekend off work. The team rarely works with Sarah and James due to this rostering, and when they do, there is conflict. The other employees hold fixed opinions about Sarah and James and as a result, the working environment has become tense and there has been a lot of gossip. The conflict has not been resolved, and is therefore increasing in severity. As a result, arguments have occurred between Sarah and other employees. There has been a notable decrease in productivity. 1. Conflict theory can be divided into the following parts: 1) Signs 2) Stages 3) Levels 4) Factors involved 5) Results Using the scenario, apply the situations to the relevant parts of conflict theory listed above. Which aspects need to be addressed by you as the manager? 1. Signs: Other staff becomes offended to Sarah and James that they always receive their day-off on the weekend. The working environment have become tense and there has been a lot of gossip. 2. Stages: The team rarely works with Sarah and James due to this rostering, and when they do, there is conflict. The other employees hold fixed opinions about Sarah and James. 3. Levels: level of increasing conflict is severe among the employees. 4. Factors Involved: Rostering of staff duty hours, non-availability of weekdays off for other employees, rarely working together. 5. Results: Arguments have occurred between Sarah and other employees. There has been a notable decrease in productivity. 2. As the manager of this team, describe why you believe this conflict is occurring between Sarah and James and the other team members. This is happened because of the explanation that Sarah and James consistently get the weekend off, and the rest of staff is required to work both Saturdays and Sundays. Different representatives are starting to despise Sarah and James for continually accepting the weekend off. The other staff rarely works with Sarah and James because of this rostering, and when they do, there is struggle. Different representatives hold fixed sentiments about Sarah and James and accordingly, the workplace has become tense and there was been gossiped. Additionally, Emotional clashes emerge from things, for example, desire, frailty, inconvenience, jealousy, or character clashes. LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 10

Learner Reflection Evidence of Unit Completion Form 3. During the initial stages of this conflict, team members were uncomfortable about the rostering situation but did not argue about the issue. Describe the stage of conflict that this situation has reached. What will happen if it is ignored further? Although, arguments have happened among Sarah and other staff, to maintain a strategic distance from conflict will frequently wind up being less viable at accomplishing their characterized business targets; experience more difficulty overseeing individuals and being satisfied by their activity. Uncertain clash can likewise negatively affect the pioneer worker relationship. For instance, it can bring about disintegrated trust, diminished inspiration, brought down confidence, expanded pressure and wellbeing dangers, diminished execution and profitability, expanded non-attendance and moderators, and representatives stopping. 4. How can you use communication techniques to effectively manage the conflict within your team and work well with the other members? 1. Address issues immediately and openly: When a conflict arises among your team members, action should be taken quickly to resolve it. Fast resolution always resolves a sense of harmony in the workplace and advised team leaders to encourage open dialogue during these discussions. 2. Build listening skills: People's minds often wander when others are speaking, especially in a group setting, and they don't truly absorb what's been said. Even in digital communications, it's easy to read a message and immediately forget about it. We emphasized the importance of creating a culture where people really listen to each other. 3. Recognize and respect personal differences: Opposing other’s point of view, behaviors and working styles could cause a lot of arguments and misunderstandings among colleagues. If clashing personalities are the causes then there should be affected to your team's problems, try to work with friendly and professional manners are more aware of the differences. 5. How can management work with you to determine and implement a possible solution to this conflict? These are the conflict resolution process in five steps as defined below; Step 1: Define the source of the conflict. The more data you have about the reason for the issue, the more effectively you can assist with settling it. To get the data you need, utilize a progression of inquiries to distinguish the reason, similar to, "When did you feel upset?" "Do you see a connection among that and this occurrence?" "How did this episode LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 11

Learner Reflection Evidence of Unit Completion Form start?" As an administrator or boss, you have to allow the two players to share their side of the story. It will give you a superior comprehension of the circumstance, just as show your unprejudiced nature. As you tune in to every disputant, say, "I see" or "uh huh" to recognize the data and urge them to keep on opening up to you. Step 2: Look beyond the incident. Regularly, it isn't the circumstance however the perspective of the circumstance that makes outrage rot and eventually prompts a yelling match or other noticeable and problematic outcome. The wellspring of the contention may be a minor issue that happened a very long time previously, however the degree of stress has developed to where the two gatherings have started assaulting each other by and by as opposed to tending to the genuine issue. In the quiet of your office, you can get them to look past the setting off episode to see the genuine reason. By and by, examining questions will help, similar to, "What do you think occurred here?" or "When do you think the issue between you originally emerged? Step 3: Request solutions. In the wake of getting each gathering's perspective, the subsequent stage is to get them to distinguish how the circumstance could be changed. Once more, question the gatherings to request their thoughts: "How might you improve things between you? "As middle person, you must be an attentive person, mindful of each verbal subtlety, just as a decent look though of non-verbal communication. You need to get the disputants to quit battling and begin collaborating, and that implies controlling the conversation away from blame dealing and toward methods of settling the contention. Step 4: Identify solutions both disputants can support. You are tuning in for the most adequate game-plan. Point out the benefits of different thoughts, from one another's viewpoint, yet regarding the advantages to the association. For example, you may recommend the requirement for more noteworthy participation and coordinated effort to viably address group issues and departmental issues. Step 5: Agreement. The mediator needs to get the two parties to shake hands and accept one of the alternatives identified in Step 4. The goal is to reach a negotiated agreement. Some mediators go as far as to write up a contract in which actions and time frames are specified. However, it might be sufficient to meet with the individuals and have them answer these questions: “What action plans will you both put in place to prevent conflicts from arising in the future?” and “What will you do if problems arise in the future? 6. What results will be achieved if this conflict is managed effectively? The Benefits of Effective Conflict Management: 1. Reduces costs • It enhances the ability to make better business decision • New initiatives are implemented more effectively and with more cohesion • Generates increased return on investment by getting teams and workforces all pulling in the same direction. • Reduces recruitment and training costs due to better employee retention 2. Increases productivity • A more cohesive workforce reduces absenteeism and "presenters" • It improves the quality of decision making under stress and reduces the amount of re-work required • Foster an environment of creative innovation which helps drive the organisation forward LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 12

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Learner Reflection Evidence of Unit Completion Form 3. Retain your top performers • It helps to strengthen supervisory relationships • It keeps your teams engaged and openly communicating with each other • Empowers your people to make a positive difference 4. Manage risk • Prevents aggression, violence, sabotage, and vandalism amongst disgruntled staff • Mitigates legal risks Fosters a better public perception of your organization’s brand and reduces bad word of mouth LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 13

Learner Reflection Evidence of Unit Completion Form Scenario 4 A customer at your bar appears to have become drunk and disorderly. He is knocking over drinks, talking loudly and has begun arguing with a new staff member working next to you at the bar when she refuses to serve the customer. You notice that his behavior is becoming increasingly threatening to customers and your fellow staff member, who is becoming frightened of the situation. 1. How might this situation escalate if you do not respond appropriately? • It may lead to a fight between the staff and the client • It may lead to a fight between the customers and the drunk customer • It may lead to unfavorable environment for drinking for other customers • It may lead to exchange of words with both the clients and staff 2. What actions will you take and what resources can you use to effectively address this situation and prevent escalation? The most ideal approach to stay away from any potential claims coming from intoxication isn't to serve a client who seems intoxicated. Obviously, a few people can hold their alcohol well indeed, and your staff may not understand the benefactor is tanked until it is past the point of no return. In the event that you are confronted with a client who has had an excessive amount to drink, here are a few hints for taking care of them: Quit serving them quickly: If you notice that the customer seems to be intoxicated or disorderly, you could refuse to service them. Otherwise, you are in trouble as refer to the NSW Liquor Act 2007 You need to deal with intoxicated person in other ways to calm them down. By offering them to call a cab or another ride to their home, escorting them to their sober friends then, If a customer becomes belligerent or angry, escort them outside of the restaurant, staff should ask for assistance to ask them leave the premise or call the police. 3. Which documentation do you need to complete in this instance? List 3 instances which must be recorded associated with conflict situations in a workplace and explain the reasons why this needs to occur.  Offer them alternative ways such as "Walk over here with me," "Can I call you a cab" or "Is there someone I can call for you?" Statements such as "I would much rather help you out then call the police and have you thrown in detox" are extremely helpful.  Sober friends can help to calm the drunk down and get them to comply with your wishes faster than you will ever be able to. They'll respond more to their friend rather than a manager, security guard or an employee that they do not know.  You should approach a drunk in a non-aggressive stance with open, empty hands. Even a friendly, cajoling police officer will be more effective and have an easier time than the officer who exerts force and appears pushy. LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 14

Learner Reflection Evidence of Unit Completion Form Part B – Questions Workplace policies and protocols to deal with and manage conflict 1. Outline the common procedures and policies which could be part of a company policy regarding the requirements for reporting and management of conflict. What does this need to include? Step 1 Policy Ask lots of questions and consult with staff, clients and other organizations before you decide on and formally adopt rules or policies regarding how disputes will be managed in your organization. Write these down and make it widely known that these are the procedures to follow if and when a conflict arises. You may decide to include some of the following ideas: • Disputes and conflict will be dealt with immediately • Time must be made at management meetings, staff meetings or staff/client meetings to deal with disputes, or alternatively arrangements should be made to call a special meeting when required • Disputes are dealt with at meetings according to agreed procedures • The consumers of the service are protected at all times from the effects of the dispute • Decisions are always made keeping in mind the best interests of consumers and the organisation as a whole • An outside, neutral person/facilitator will be called in to work with the group to solve the dispute if all parties involved agree. Step 2 Operation When you have chosen some arrangement rules for struggle, you should settle on how you set up these as a regular occurrence. Here are three potential choices that can be utilized: "Clashes" can turn into an ordinary administration advisory group meeting plan thing, giving a conventional chance to raise issues. On the other hand, clashes can be naturally alluded to an administration board of trustees uncommon gathering which can be set up to manage them when they happen. These gatherings manage the issues as indicated by concurred approaches and techniques. A question contact individual is recognized who is worthy and available to everybody in the administration. Their job can be constrained to going about as first purpose of contact, or can incorporate a more extensive job. This individual may endeavor to determine the contest, yet whatever is at long last concluded should be confirmed or consented to by the whole administration board of trustees. A Disputes Sub-Committee is set up by the administration board of trustees. Along these lines to the contact individual alluded to over, this sub-board of trustees has severe terms of reference and acts as per concurred arrangements and methods. When endeavoring to determine a debate, the subcommittee can be approved either to settle on choices or to make suggestions which would be concurred on by the entire administration panel sometime in the future. Step 3 Process When the arrangement structure has been set up enumerating the expansive principles for managing clashes, at that point set up certain techniques that the sub-board, the executive’s panel or the contact individual will follow. Set up these to best suit your association, and incorporate the fundamental standards of equity. The accompanying issues should be considered for incorporation: • Fair and clear warnings • Clear communication • Clear and democratic decision making • Is it verbal or in writing? • When is contact to be made regarding a dispute or complaint? • Who is involved in the first attempt to resolve the dispute? • How is this to be achieved? • If the first attempt to resolve the dispute fails entirely, what is involved in the second attempt to resolve the dispute? • Set out your formal process clearly in writing. Your process might look something like the following example. LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 15

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Learner Reflection Evidence of Unit Completion Form 2. What are the regulatory, industrial and legislative requirements related to the handling of disputes? The Fair Work Act 2009 (FW Act) requires that all modern awards include a term which sets out a procedure for resolving disputes between employers and employees about any matter arising under the modern award and the National Employment Standards (NES). Every modern award contains a dispute resolution clause. Generally, the clause will provide for a process with the following stages: • Employee/s meet with their direct supervisor to discuss the grievance • Failing resolution, the matter is discussed further with more senior management • Failing resolution of the matter, the employer refers the dispute to a more senior level of management or more senior national officer within the organization • Where the dispute remains unresolved, the parties may jointly or individually refer the matter to the Fair Work • mission, and • The employer or employee may appoint another person, organization or association to represent them during this process. Employers should be aware of, and familiarize themselves with, any dispute resolution procedure that applies to their workplace 3. Explain the variety of communication skills which could be employed to ensure the effectiveness of dealing with conflict and conflict resolution. Remain Calm: One of the most significant aptitudes in compromise is the capacity to remain quiet and abstain from raising voices when working through an issue. It is frequently useful to host an impartial gathering who can help keep the two in strife on target. While talking about an issue, workers should attempt to keep up their cool and keep their voices at a typical volume. Maintain a strategic distance from over the top hand developments, for example, pointing. Hosting the two gatherings situated can likewise help maintain a strategic distance from acceleration. Alternate Speaking: Numerous contentions emerge in the work environment when somebody feels he isn't being heard by the other individual. Every individual associated with the contention ought to be given a continuous chance to clarify his side of the circumstance. Setting a clock might be valuable to keep the discussion pushing ahead and to ensure every individual is given a similar measure of time to air his complaints. Discover a Solution: After sum up the total of what complaints have been broadcast, every individual should state what her optimal answer for the circumstance would be. A facilitator can make notes on these arrangements and search for shared view. Every individual associated with the contention ought to consent to the goal or answer for the issue. Members ought not be constrained into understanding and should leave feel the issue is really settled. In a viable compromise situation, every member leave feeling she has won and has profited by the trade. 4. What are the procedures where conflict involves drugs, alcohol or violence? Moving toward an individual who is affected by liquor or different medications requires expertise and affectability to accomplish the best result for all at the work environment. While setting up an arrangement, thought ought to be given to assigning and preparing people to move toward laborers who are showing indications of being affected by liquor or different medications. Appropriate people may LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 16

Learner Reflection Evidence of Unit Completion Form incorporate directors, bosses, wellbeing and security delegates or different people who have appropriate information, experience or potentially capabilities (for example advising). It is significant that assigned people know about the best style of approach. The technique taken when managing a representative whose work execution is influenced by liquor or different medications relies upon: • The industry • The workplace culture and structure • The position of the employee • The personality of the employee • Whether it is a case of long-term abuse, or a ‘one-off’ situation • The legal environment including the contract of employment. Methods of this sort ought to incorporate a chain of obligation regarding reaching produces a negative or antagonistic reaction. When moving toward an evidently inebriated worker it tends to be more viable and less standing up to talk regarding their way to deal with security and general work execution instead of their liquor or medication use. Care should be taken when making this judgment in the event that the representative is sick or harmed, taking recommended medicine or in some other type of pain which may represent their conduct. Where authentic drug is the reason for dangerous execution, the representative may need to see their overall professional for a prescription survey. 5. What should be covered in an induction program with regards to conflict situations? • Procedures and policies which could be a part of a company policy regarding the requirements for reporting and management of conflict. • Promoting self-confidence in the employee (through both job competency and acceptance by others) and also commitment towards others. • Specific on-the –job training, which aims to assist the employee to attain proficiency in the job as soon as possible. • Confirming terms and condition of employment and processing the necessary documents. • Acquainting the employee with the organization culture. that is the various unwritten rules, behavior standards interactions etc. That determine how organization runs. LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 17

Learner Reflection Evidence of Unit Completion Form 6. To whom (other than the HR department) should escalated conflict situations or problems be reported in an organisation? • Initially employee should report to their immediate supervisor. • If the complaint involves the employee’s supervisor the employee should schedule an appointment with that supervisor. • If the discussion with the immediate supervisor doesn’t resolve the problem to the mutual satisfaction of the employee and the supervisor doesn’t respond to the complaint, the employee may submit a written complain, to the employee’s director. 7. What is the purpose of evaluating conflict situations? Provide examples how this could be achieved effectively. Builds Relationships: Compromise takes into consideration valuable change to happen. On the off chance that issues and contradictions are overlooked as opposed to being dealt with helpfully, things can just go one of two different ways; either thing remain the equivalent, or they deteriorate. Yet, when individuals examine their disparities and work through them together, the stage is set for positive change to happen. Despite the fact that it may be simpler in the present moment to leave things as they may be, this battle helps everybody engaged with the contention to work through the issue while creating more grounded connections. Prompts Goal Achievement: One of the advantages that compromise can bring to your understudies is that it can encourage objective accomplishment. As they work through clashes, they gain ground toward achieving their objectives. This is valid regarding their particular, singular scholastic and vocation objectives, just as the general objective of getting more bound together with their contention accomplice. Getting better at compromise creates different abilities that are valuable in different regions. Enhances Commitment: Another advantage of compromise is that it improves the dedication between strife accomplices. Working through the contention with others joins the contention accomplices as they face issues and manage difficulties. LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 18

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Learner Reflection Evidence of Unit Completion Form Assessment Cover Sheet Student Name THAMMARAT RATTANACHAN Student ID GI210091 Unit Code / Unit Name SITXCOM005 Manage conflict Assessment No. 2 Date of Submission 24/11/21 Student Declaration : I certify that:  I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source.  I have read the Assessment and Student Handbook and I understand all the rules and guidelines for undertaking assessments.  I give permission for my assessment material to be used for continuous improvement purposes. Student Signature: Thammarat Date: 24/11/21 Result: □ Satisfactory | □ Not Satisfactory Trainer/Assessor Feedback Student Declaration: I declare that I have been assessed in this unit, and I have been advised of my result. I also am aware of my appeal rights. Name: THAMMARAT RATTANACHAN Signature: Thammarat Date: 24/11/21 Trainer/Assessor Declaration : I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback Name: ____________________________ Signature: __________________________ Date: ____/_____/_____ Tear off fro here………………………………………………………………………………………………… .............................................................. ............. Assessment Acknowledgement Receipt Student Name: THAMMARAT RATTANACHAN Student ID: GI210091 Unit Code /Name: SITXCOM005 Manage conflict Assessment No: 1 Trainer/Assessor Signature: Date: 24/11/21 LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 19

Learner Reflection Evidence of Unit Completion Form Assessment Task 2 – Role play Performance objective The students must demonstrate performance outcomes, skills and knowledge required to resolve complex or escalated complaints and disputes with internal and external customers and colleagues. It requires the ability to use effective conflict resolution techniques and communication skills to manage conflict and develop solutions. Assessment description In this assessment task students need to perform role plays for 4 different scenario including disputes with customers, team members and threat or conflict situation. Procedure The assessment for this unit of competency consists of 3 parts, Part A, Part B and Part C. students need to perform role play using the situations listed in different parts Part A : You will be observed resolving 2 different escalated complaints or disputes with customers. Part B : You will be observed resolving dispute of one team member. Part C: You will be observed taking appropriate action in response to at least 1 threat or conflict situation You will be observed completing each of the tasks as detailed below and instructed by your trainer. Submissions You must:  Perform two role play resolving complaints or disputes with customers  Preform role play resolving dispute of one team member  Perform role play to take appropriate action in response to threat/conflict  Write the notes on matter /problem and action taken for all the situations  Checklists for all role plays need to be filled by assessor LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 20

Learner Reflection Evidence of Unit Completion Form Your assessor will be looking for:  resolve escalated complaints or disputes with customers in relation to at least two of the following matters: o delays or poor timing of product or service supply 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 problem or fault with product or service o refused entry or ejection from premises  resolve team member disputes in relation to at least one of the following complex matters: o dispute or argument among work colleagues o job duties or rosters o lack of competence o worker mistake o dismissal o cultural misunderstanding  take appropriate action in response to at least one of the following threat or conflict situations: o customer refusing to leave or be pacified o drug or alcohol-affected person o person who appears to be violent or are threatening o people involved in physical violence o person with gun or arms o situation where someone has been or may be hurt use a range of conflict-resolution techniques and communication skills when seeking to resolve above situations. LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 21

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Learner Reflection Evidence of Unit Completion Form PART A You will be observed demonstrating how you resolve 2 escalated complaints or disputes with customers. Select two situations from the list to perform role play. delays or poor timing of product or service supply incorrect pricing of product or service delays or errors in providing product or service misunderstanding of customer request or communication barrier problem or fault with product or service refused entry or ejection from premises When solving the complaints or disputes you are required to apply a range of conflict-resolution techniques and communication skills. The observation criteria below provide an indication of the expected performance requirements. Situatio n 1 delays or errors in providing product or service Brief Overview of the matter/problem: The order has been taken for half an hour but no any food is being served on her table. A customer has complained to a staff who took the order about the food was delayed quite so long and asked staff to cancel the order. Luckily, customer did not mad at staff and she did not want any food to be served. Action taken  Apologize: apology to customer is an essential manner that staff need to do immediately once receive a complaint.  Always concentrate with the customer’s order: sometimes delays of providing product could occur by several factors; such as, kitchen did not receive the order due to the connection between printer and internet which is affected to customer’s order that it would take longer time for waiting their meal.  Active listening: listening them carefully of what they complaining to and try not to be say anything that disturb their speech. Situatio n 2 problem or fault with product or service LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 22

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Learner Reflection Evidence of Unit Completion Form Brief Overview of the matter/problem: Customer ordered a Pad Thai with Vegetable and Tofu, they have mentioned that please do not add bean sprout and inform the staff that they have peanut allergy. A staff has confirmed and repeat the order with customer and she also put the comment on order about specific requirement. Then the food is ready and being served on the table. Customer has noticed that there is bean sprout in their dish so they ask staff who take their order, why does the bean sprout still in their meal and ask for replacement dish. Action taken  Thoroughly train the staff: Training staff of product knowledge they should know, also be aware of specific requirement when customers ask to make it. Sometimes, it could happen when restaurant is on busy period, kitchen might make the wrong order or forget some of specific requirement so staff should be aware of the work, be concentrate and focus on work.  Respond: Take action as quick as possible once the complaint has been taken.  Alternative Solution: Offer a customer for the replacement, discount or free meal depending on how you have dealt with. LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 23

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Learner Reflection Evidence of Unit Completion Form Criteria Situation 1 Situation 2 S NYS S NYS Conducts in a friendly manner / / Communicates in a respectful manner / / Identifies the issue(s) correctly / / Remains objective at all times / / Listens to what the person(s) say(s) / / Uses empathy where relevant / / Uses appropriate Questioning techniques to assist in clarification of issues / / Uses appropriate body language / / Uses clear language / / Identifies and uses resources as relevant (e.g. Organisational Policies) / / Agrees on nature of details / / Pro-actively seeks a solution within job role/organisational policies/constraints / / Identifies potential impacts on the business / / Considers legal implications / / Implements agreed solution / / Completes organisational reports as relevant / / Communicates recommendations/ issues with staff or management as relevant / / Pro-actively identifies and deals with issues as these arise / / Comments LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 24

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Learner Reflection Evidence of Unit Completion Form PART B You will be observed demonstrating how you resolve team member disputes. Select one situation from the list to perform role play. dispute or argument among work colleagues job duties or rosters lack of competence worker mistake dismissal Cultural misunderstanding When solving the complaints or disputes you are required to apply a range of conflict-resolution techniques and communication skills. The observation criteria below provide an indication of the expected performance requirements. Situatio n dispute or argument among work colleagues Brief Overview of the matter/problem: Tina is a front of house staff Joel is a back of house staff (Kitchen) In busy period of the restaurant, kitchen got a lot of order that has to be done on time and quick. Tina came into the kitchen asking for the UberEats order due to the rider has arrived and been waiting for a while. Also, this order has been delayed already. Tina refers the order to Joel and ask him about how long the order takes, then Joel replies to Tina that “it should be taken more than 10-15 mins, tell the rider that if they can wait just wait if NOT just LEAVE” and he continue says “I got a lot of order to be done, do not rush me” it is not a proper way to reply and unprofessional manner. Then Tina replies back in professional way but inside she is also angry about his answer “I knew that you guys busy on other order but please make this order for me ASAP” Tina continue says “However, please making sure that other order should not be delayed like this” After Joel heard like that, then his facial expression turns to be pungent of her speech. Argument between Tina and Joel are slightly increased, they met each other in workplace, they did not say Hi each other. Action taken  Be empathy: try to understand each other side in depth when you are working in a LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 25

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Learner Reflection Evidence of Unit Completion Form different position, sometimes it is difficult to understand because one another did not have any experience of that roles.  Be professional and respect each other: For people who work in Hospitality Industry, be professional to customer and colleague are the first priority that you should aware of, respect to your colleague and avoid using informal communication when you are on work.  Asking assistance: When conflicts among work colleague, the first person you should inform to is your manager or supervisor then the conflict will be solved depending on your organization procedure and policies once conflicts among work colleague occurs. LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 26

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Learner Reflection Evidence of Unit Completion Form Criteria Situation S NYS Conducts in a friendly manner / Communicates in a respectful manner / Identifies the issue(s) correctly / Remains objective at all times / Listens to what the person(s) say(s) / Uses empathy where relevant / Employs appropriate Questioning techniques to assist in clarification of issues / Uses open body language / Uses clear language / Identifies and uses resources as relevant / Agrees on nature of details / Pro-actively seeks a solution within job role/organisational policies/constraints / Identifies potential impacts on the business / Considers legal implications / Implements agreed solution / Completes organisational reports as relevant / Communicates recommendations/ issues with staff or management as relevant / Pro-actively identifies and deals with issues as these arise / Comments LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 27

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Learner Reflection Evidence of Unit Completion Form PART C You will be observed demonstrating how you take appropriate action during threat or conflict situations. Select one situation from the list to perform role play. customer refusing to leave or be pacified drug or alcohol-affected person person who appears to be violent or are threatening people involved in physical violence person with gun or arms situation where someone has been or may be hurt When seeking to solve or manage the relevant situations, you are required to apply a range of conflict-resolution techniques and communication skills. The observation criteria below provide an indication of the expected performance requirements. Situatio n drug or alcohol-affected person Brief Overview of the matter/problem: Tim is a regular customer at a bar, he ordered his usual drink while waiting for his friends. After a few drinks, he seems to be having a really great time. Tim again went to the bar, showing signs that he is already affected by the alcohol that he has been drinking, but he still asked for another drink. As a bartender, my job is to keep the place fun and keep the drinks flowing. So, when he asked me for another drinks, I gave him a non-alcoholic drink instead. Then asking the security to help me keep an eye on him. Action taken  Compromising: Finding the middle ground, I committed to find a solution which is letting the intoxicated customer stay at the bar and offer them an alternative way to avoid conflict happens.  Managing emotions: As you are working in Hospitality Industry, staff need to be polite, calm and be professional towards the customers even they are wrong or intoxicated  Determining the possible solution: A customer service need to be maintained then even you are being confronted with demanding customer, you still need to find LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 28

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Learner Reflection Evidence of Unit Completion Form other possible solution to solve the conflicts and eliminate their complaints. LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 29

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Learner Reflection Evidence of Unit Completion Form Criteria Situation S NYS Conducts in a professional manner / Communicates in a respectful manner / Identifies the issue(s) correctly / Remains objective at all times / Listens to what the person(s) say(s) / Uses empathy where relevant / Employs appropriate Questioning techniques to assist in clarification of issues / Uses open body language / Uses clear language / Identifies resources as relevant / Uses resources as relevant / Takes pro-active measures to ensure the safety of others / Pro-actively seeks a solution within job role/organisational policies/constraints / Identifies potential impacts on the business / Considers legal implications / Implements agreed solution / Completes organisational reports as relevant / Communicates recommendations/ issues with staff or management as relevant / Pro-actively identifies and deals with issues as these arise / Comments LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 30

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Learner Reflection Evidence of Unit Completion Form Student Name THAMMARAT RATTANACHAN Student Number GI210091 Unit Name Manage conflict Unit Code SITXCOM005 Trainer Name Iswan Mastro Date 24/11/21 Purpose: Foundations skills are assessed continuously in all units, as part of this reflective evidence it provides you with the opportunities to demonstrate how you have achieved on the foundation skills relate to this unit. Task Instruction : As part of the collection evidence for the unit completed, you are required to complete the following tasks to demonstrate further understanding of the learning objectives you have achieved on this unit. 1. Rate the extent to which you agree or disagree with the following statements in regards to the unit that you just recently completed Strongly Disagree Disagree Neutral Agree Strongly Agree a. I found the complexity and level of details of the materials appropriate to my background and experience / b. I understood the learning objectives / c. I obtained knowledge and skills that are consistent with the learning objectives / d. I am clear about what is expected of me as a learner as a result of taking this unit / e. I believe that I will be able to apply what I learnt today in my current or future role / LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 31

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Learner Reflection Evidence of Unit Completion Form 1. Explain any items rated as “Disagree” or “Strongly Disagree” a. b. c. d. e. 2. List the three (3) most important things you learned from this training course 1. I understand how to manage conflict in workplace. 2. I understand what is conflicts among work colleague. 3. I understand how to manage conflict between customers LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 32

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Assessment Task 1 SITXCOM005 3. During the delivery of this unit, did you actively participate in any of the following activity (tick all that applies): o Group Work o Role Play o Class meeting o Cooperative contributions o Team discussion o Maintaining records o Interview or other form of communications. o Others (please specify) List and explain the activities that you participated (a minimum of 100 words) During the delivery of this unit, I actively participate in - Role play - Class meeting - Cooperative Contribution 4. As part of this unit did you use or develop skills in numeracy such as Collecting Data, Interpret Charts or Graphs, Record Information, or use other numeracy skills. Outline in a minimum of 50 words, what aspects of numeracy skills you used during this unit. None of numeracy skills is required in this course. Foundation skills Learning – This is covered in the classroom and assessed ongoing by the trainer the outcome sheets reflect level of learning has taken place. Reading – Assessed ongoing through learning material to the level required for the course LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 33

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Assessment Task 1 SITXCOM005 Writing – writing skills are addressed ongoing through submission of course work and Learner reflection sheet Oral Communication - Oral presentation through Role-plays Group work trainer / student communication and in class discussions. Numeracy – Course work calculations specific to the area of study Student Name & Signature Thammarat Date 24/11/21 The assessor in signing this reflective document verifies that the learner has completed this document in class in the presence of the trainer. The trainer acknowledges that the learner has developed their skills in this specific unit and has participated actively in class discussion and group work as required. Assessor Name & Signature Date Results □ Satisfactory □ Unsatisfactory LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 34

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SITXCOM005 Assessment task 1 and 2

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