1. SITXCOM010 Assessment Manual V1.0

pdf

School

ILSC language schools *

*We aren’t endorsed by this school

Course

M010

Subject

Management

Date

Apr 3, 2024

Type

pdf

Pages

Uploaded by KKKomsan

SITXCOM010 MANAGE CONFLICT ASSESSMENT MANUAL

SITXCOM010 Assessment Manual Version 1.0, January 2024 Page 2 of 13 ASSESSMENT OVERVIEW About this Assessment Manual This Assessment Manual provides you with assessment information and the assessment tasks you will be required to complete for this unit. Why are assessment tasks important? The assessment tasks are an important part of your course as they provide: an opportunity for you to apply what you have learned; and feedback on your progress. How will you be assessed? To demonstrate competency in this unit, you must complete all of the assessment tasks below. Your trainer and assessor will provide you with a due date for each assessment task during the first class of the unit. Write the due dates down in the space provided. You will also find information on due dates once you log in to the e-Learning platform. Assessment Plan Assessment Number Method of Assessment Due Date Assessment Task 1 Short answer questions Assessment Task 2 Portfolio & Roleplay What is required for successful completion? To be assessed as 'Competent' for this unit, you must complete the above assessment tasks satisfactorily. Assessment Tasks The information provided under each assessment task gives the assessor and the student: • Instructions to outline the purpose of the assessment task and conditions to consider when conducting the task (e.g. resources, place, submission requirements and timeframes). • Assessment context/scenario information. • Activities/questions to be completed by the student. • An outline of the evidence to be submitted by the student - Evidence Submission Checklist.

SITXCOM010 Assessment Manual Version 1.0, January 2024 Page 3 of 13 How to submit assessments You must type your responses using MS Office Suite programs (or similar). Please note that some assessment tasks require you to submit completed forms and templates. You will find these forms and templates in a separate document named 'Appendices and templates'. In some role-play scenarios, you may be required to work in a small group. If this is the case, you will still be required to submit your assessment evidence individually, and your assessor will still assess your performance separately. Your assessor will check your assessment evidence before submission and provide interim feedback on the unsatisfactory performance. You must submit your assessment work via the e-Learning platform by the due date. Assessment Submission Declaration Before submitting your assessment work to your trainer and assessor for marking, you must accept the following assessment submission declaration. I declare that the evidence provided for this task is my own work; none of this work has been completed by another person; I have not cheated or plagiarised the work or colluded with any other student(s); I have correctly referenced all resources and reference texts where applicable; I understand that if I am found in breach of the Academic Misconduct Policy, disciplinary action may be taken against me; and I know my assessment appeal rights. The above declaration is an agreement from you that all the assessment evidence you submit is your own work and that you understand the consequences of academic misconduct. Assessment Task and Unit Outcomes Once the assessor marks your work, you will receive either a 'Satisfactory' or 'Not Satisfactory' result for each assessment task. If you receive a 'Satisfactory' result for all assessment tasks, you will receive a 'Competent' result for this unit. Receive a 'Not Satisfactory' result for any of the tasks or miss any of the tasks. You will receive a 'Not Competent' result for this unit.

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

SITXCOM010 Assessment Manual Version 1.0, January 2024 Page 4 of 13 Academic Misconduct and Referencing You must provide your responses in your own words. You can refer to the unit's learner guide or other sources. Still, you cannot copy sentences and paragraphs directly from these sources. Suppose your responses are found to have been copied directly from the learner guide or other sources. In that case, your result will be 'Not Satisfactory'. You will still need to provide references of sources you relied upon to prepare your assessment work. You must also ensure that your assessment work must be current and relevant to the given task and case study scenario. You will be dealt with as per VIA Education's Academic Misconduct Policy if you are engaged in academic misconduct involving plagiarism, cheating, or collusion. You can find more details on this policy and referencing in the Student Handbook available on the VIA website. Reassessments VIA Education will give you a reattempt opportunity if you receive a 'Not Competent' (NC) result for this unit. You will have two reattempt opportunities for each 'Not Satisfactory' task during your course. Please note that each reattempt will be subject to a reassessment fee. Please refer to the Student Handbook available on the VIA website to know more about the reassessment process. What can you do if you do not agree with the assessment outcomes (results)? Suppose you disagree with the assessment outcome or believe mistreatment has happened to you during the assessment process. In that case, you can appeal the decision using VIA Education's Complaints and Appeals Policy (refer to the Complaints and Appeals policy in the Student Handbook available on the VIA website). The first step is to discuss the matter with your trainer and assessor. If you are still unhappy with the outcome, you can request a review of your assessment by lodging a formal appeal. Retaining copies of the submitted assessments Please make sure you keep a copy of all work submitted.

SITXCOM010 Assessment Manual Version 1.0, January 2024 Page 5 of 13 ASSESSMENT TASK ONE Short Answer Questions Instructions • The purpose of this task is to assess your knowledge relating to managing conflict • You must answer all nine (9) questions. Where applicable, a guide to the length of your response for each question is provided next to each question. • You must complete this task by the due date set by your trainer and assessor. • You will need access to the following resources to complete this task: o Learner Guide and class notes o Computer with MS Office Suite (or similar) and internet access. • You must provide your responses in your own words. You can refer to the Learner Guide or other sources, but you are not allowed to copy sentences and/or paragraphs directly from these sources. If your responses are found to have been copied directly from the learner guide or other sources, your result for this task will be Not Satisfactory. • You will complete this task at home in your own time. • You must submit evidence as per the ‘Evidence Submission Checklist’ by the due date. Questions 1. Identify three (3) common warning signs of conflict. 2. Describe, in your own words, the five (5) stages of conflict. 3. List the four (4) recognised levels of conflict. 4. Identify three (3) factors that can lead to conflict in a hospitality environment.

SITXCOM010 Assessment Manual Version 1.0, January 2024 Page 6 of 13 5. Describe what conflict theory says about the results that come from dealing with conflict. 6. Explain how the use of each of the following communication strategies can be effective in conflict situations. Active listening Empathy Non-verbal communication Style of language Questioning techniques Communicating in a culturally competent manner 7. Describe how assertiveness and negotiation can be used as effective conflict resolution techniques. 8. Identify four (4) pieces of information you would expect to find in an organisation’s policies and procedures for complaints, conflicts and dispute resolution.

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

SITXCOM010 Assessment Manual Version 1.0, January 2024 Page 7 of 13 9. For each person/group below, identify one (1) scenario where they may be required to assist in managing conflict. Counsellors Internal security staff Mediators Other staff Police Senior staff Evidence Submission Checklist Evidence to be submitted Have I completed this? Answers to all questions 

SITXCOM010 Assessment Manual Version 1.0, January 2024 Page 8 of 13 ASSESSMENT TASK TWO Portfolio & Roleplay Instructions • The purpose of this assessment task is to assess your knowledge and skills relating to managing conflicts • You must complete this task by the due date set by your trainer and assessor. • You will need access to the following resources to complete this task: o Appendices and templates provided by your assessor. o Business technology and office equipment including computer with MS Office. Suite (or similar) and internet access. o Space/technology to conduct meetings/presentations. • You must provide your responses in your own words. You can refer to the Learner Guide , Case Study Scenario or other sources when preparing evidence, but you are not allowed to copy sentences and/or paragraphs directly from these sources. If your responses are found to have been copied directly from learner guide, case study scenario or other sources, your result for this task will be Not Satisfactory. • You will complete the research and documentation type of activities at home in your own time and the practical type (role-plays and presentations) activities in simulated assessment environment under the assessor’s supervision. • After completing the activities, you must submit evidence as per the ‘Evidence Submission Checklist’ by the due date. For observation type activities, your assessor records your performance using a checklist, so you do not need to submit anything unless the activity asks you specifically. Scenarios Successful completion of this unit requires that you can resolve complex or escalated complaints and disputes with internal and external customers and colleagues. You will need to participate in a number of role plays to demonstrate your skills and knowledge. During the role plays, you will be required to demonstrate a range of the skills and knowledge that you have developed during your course.

SITXCOM010 Assessment Manual Version 1.0, January 2024 Page 9 of 13 These include: • resolving escalated complaints or disputes with customers in relation to each of the following: o problem or fault with product or service o delays or poor timing of product or service supply o misunderstanding of customer request or communication barrier • resolving team member disputes in relation to: o worker mistake o dispute or argument among work colleagues • taking appropriate action in response to the following threat or conflict situations: o customer refusing to leave or be pacified o people involved in physical violence • using a range of conflict-resolution techniques and communication skills when seeking to resolve each of the above situations. Your assessor will observe you throughout each role play. In most cases they will be participating in the role play as a customer or colleague. They will complete a checklist to record their observations. Please review the following documents prior to the role plays: • Bridge Hotel Complaints Policy and Procedures (Appendix 1) • Bridge Hotel Customer Service Policy and Procedures (Appendix 2) • Bridge Hotel Conflict Resolution Policy and Procedures (Appendix 3) You will need access to the Complaints Register template (Appendix 4) and Incident Report Form (Appendix 5).

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

SITXCOM010 Assessment Manual Version 1.0, January 2024 Page 10 of 13 Activities 1. Role play 1 Roleplay Scenario You are working as the supervisor of the Bridge Hotel. It’s Mother’s Day and the kitchen has been under pressure since the early breakfast service. As part of the Bridge Hotel’s Mother’s Day promotion, the kitchen has been providing take away service for families who prefer to stay at home and celebrate. Customers who purchase take away can order from an ‘abbreviated’ menu (meaning they do not have access to the full range of menu items as in-house diners) and the Bridge Hotel will have delivery drivers send out the meals. The busy lunch service is almost over, and you are just about ready to breathe a sigh of relief. One of the wait staff approaches you and hands you the phone. The customer on the other end of the line is not happy and this is the second time they have called today. They have asked to speak to the manager as no one else is able to help them. Roleplay Conditions Your assessor will play the role of the customer During this role play you must: • demonstrate effective communication skills when interacting with the customer • take swift and tactful action to prevent escalation • identify and use relevant resources (policies and procedures) to assist in managing conflict • establish and agree on the nature and details of conflict • determine impact of the conflict • respond to the customer in a sensitive, courteous, respectful and discreet manner • follow organisation procedures to address the conflict • as the supervisor, determine your responsibility in regard to resolving this conflict by considering organisation procedures • evaluate options in regard to resolving the conflict and implement the best solution. At the end of the role play, you will need to complete the Complaints Register (Appendix 4) to document your ideas for improvement. You will also need to write an email to the customer and ask them to provide you with feedback about the outcome. Ensure that this is written clearly, respectfully and professionally. This roleplay should take no more than 10 minutes.

SITXCOM010 Assessment Manual Version 1.0, January 2024 Page 11 of 13 2. Role play 2 Roleplay Scenario To ensure realism, you will not be provided with any background information about this conflict situation. Your assessor will tell you where you need to stand at the beginning of the role play. You are then to respond to the situation as it unfolds. Roleplay Conditions During the role play • demonstrate effective communication skills when interacting with the customer • take swift and tactful action to prevent escalation • identify and use relevant resources (policies and procedures) to assist in managing conflict • establish and agree on the nature and details of conflict • determine impact of the conflict • respond to the customer in a sensitive, courteous, respectful and discreet manner • follow organisation procedures to address the conflict • as the supervisor, determine your responsibility in regard to resolving this conflict by considering organisation procedures • evaluate options in regard to resolving the conflict and implement the best solution At the end of the role play, you will need to complete the Complaints Register (Appendix 4) to document your ideas for improvement. You will also need to write an email to the wait person involved that does the following: • explains the importance of feedback and debriefing after a conflict • provides feedback about their response to the conflict in regard to organisation policy and procedures • discusses the impact of the situation in regard to Bridge Hotel’s legal liability, had the customer become ill • discusses the impact of the business’s reputation should the customer go ahead with negative reviews on social media • encourages them to provide you with feedback about the conflict and how it was resolved. This roleplay should take no more than 10 minutes.

SITXCOM010 Assessment Manual Version 1.0, January 2024 Page 12 of 13 3. Role play 3 Roleplay Scenario This role play is linked to Role play 2 and occurs the next day. The same staff from the night before are coming in to start their shift. Your assessor will provide you with some guidance about where you are to begin the role play. Roleplay Conditions During this role play you must: • demonstrate effective communication skills when interacting with those involved • identify potential for conflict • take swift and tactful action to prevent escalation • identify situations where personal safety of colleagues may be threatened and organise appropriate assistance • identify and use relevant resources (policies and procedures) to assist in managing conflict • establish and agree on the nature and details of conflict with all parties and assess impact • manage conflict within scope of own role and responsibilities, and according to organisational procedures • evaluate options to resolve the conflict in line with organisation policies and constraints • seek to resolve a solution to this conflict • implement the best solution based on the situation that is occurring and your responsibility to uphold organisation procedures. Note that this role play will include some aggressiveness from a Bridge Hotel staff member who is under the influence of drugs. Speak to your assessor before if you are concerned or feel uncomfortable about this scenario. At the end of the role play, you will need to complete an incident report that clearly details the situation that occurred. Use the Incident Report template (Appendix 5) to do this. This roleplay should take no more than 15 minutes.

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

SITXCOM010 Assessment Manual Version 1.0, January 2024 Page 13 of 13 4. Reflection Meet with your assessor once all role plays are complete. This is an opportunity to reflect on your performance and how you felt you resolved the situations. You will also discuss the impacts of each situation and how this could have negatively affected the business had it not been resolved. Discuss any improvements you would make to your own performance and whether you feel that the solution was the most effective, based on the circumstances. Discuss the causes of the conflicts that occurred and what you would do to make sure these do not happen again. You can refer to your Complaint Register for this part of the discussion. Evidence Submission Checklist Evidence to be submitted Have I completed this? Email 1  Email 2  Incident Report  Completed Complaints Register 

1. SITXCOM010 Assessment Manual V1.0

Related Documents