Learners

Assessment Guide

SITXCOM005 Manage
Conflict

Assessment 2
SITXCOM005 Manage Conflict RTO No: 21595 | CRICOS Code: 02634E

Assignment Coversheet
Name: Athea Mae Valera
Student ID: 12094
Email Address: atheavalera@gmail.com
Class: A3
Unit name: Manage Conflict
Unit Code: SITCOM005
Assignment name:

Student Declaration
I declare that –

a. The evidence I have submitted for assessment is my own work, and

b. The evidence I have submitted for assessment has not been shared with other
students, and I have taken all reasonable precautions to ensure that my work cannot
be accessed by other students that may seek to submit my work as their own, and
c. All of the sources of information used to prepare my work have been, or may be
accurately cited, and
d. I retain a copy of all my original for my own records, or for resubmission if required by
Academia Australia, and
e. I have read and understood Academia Australia’s policy regarding plagiarism, and I
accept the right of Academia Australia to investigate suspected plagiarism, and to act
in accordance with the policy and procedure I have read.

Student Signature: __________________________________________

Date of Submission: __03/04/2020

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©Copyright Academia International 2019 Version 3 Approved by: B. Wade
SITXCOM005 Manage Conflict RTO No: 21595 | CRICOS Code: 02634E
Assessment Information

 You must achieve a satisfactory outcome for each of the required criteria of this
assessment to be deemed satisfactory for this assessment. You must achieve a
satisfactory result for the assessments for this unit of competency to achieve a
competent result for the unit. If one or more of the assessment results are not
satisfactory, you will be Not Yet Competent for this unit.

 You may follow the Assessment Appeals process in the Student Handbook
(www.academia21.com) if you are not satisfied with:
o the assessment result; or
o the way an assessment was carried out by your trainer; or
o the conditions or structure of the assessment
The student handbook has the steps for reassessment if you receive a Not Yet
Competent mark and do not want to appeal.

Reasonable adjustment for assessment

Where students have highlighted Language, Literacy and Numeracy issues reasonable
adjustment to the assessment can be made. Should you receive a ‘Not Yet Competent’ or
‘Resubmit’ result for the assessment you will be given the opportunity to re-submit your
assessment work with any amendments requested by your trainer.

The adjustment may include actions such as:

• Student demonstrating knowledge through verbal discussion to identify correct answers
• Student demonstrating knowledge through applied skills
• Allowing additional time relating to disability
• Through consultation amending assessment timeframes
• Assistance in the form of the training location to allow easier access
• Accessing relevant equipment or aids to assist the student
• Adjustments to the assessment methods to cater for any special needs (without effecting
the integrity of the outcome)

If a student requests or is identified as requiring reasonable adjustment to the training and

assessment process a detailed training and assessment plan including timetables, notes
regarding the required adjustments, and any related communications regarding the
adjustments must be maintained in the students file.
The RTO Manager must review and authorise any request for ‘reasonable adjustment’ to
ensure that any adjustments and resulting outcomes are not affecting the integrity of the
training and assessment process.

Location of and completion timeframes for assessment

The location of the assessment will depend upon the nature of the assessment. Direct
observation of student’s skills will be assessed in the practical commercial kitchens / simulated
restaurant at Academia, the timeframes for these assessments will be related to the
scheduled times of the practical classes. Other assessments such as; role plays, in class
activities, presentations and written tests will be conducting in the classroom. The timeframes
and due dates for these assessments, as well as any reports, projects or research
assignments, are documented in the stage outlines. Stage outlines are handed out at the
beginning of each term.

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©Copyright Academia International 2019 Version 3 Approved by: B. Wade
SITXCOM005 Manage Conflict RTO No: 21595 | CRICOS Code: 02634E
Assessment 2 - Role Play
1. The practical assessment for this unit of competency consists of 3 parts, Part A, Part B
and Part C.

Part A: You will be observed resolving escalated complaints or disputes with customers.
Part B: You will be observed resolving team member disputes.
Part C: You will be observed taking appropriate action in response to a conflict situations

2. You will be observed completing each of the tasks as detailed below or as defined and
instructed by your trainer.

The observation criteria below provide a guideline for criteria relevant for each task.

PART A

You will be observed demonstrating how you resolve 3 escalated complaints or disputes (to be
selected from the list below/”Nature of problem”) with customers. 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.
Instance Date Duration from ... Nature of problem
to...
Instance 1:
A customer 04/03/2020 delays or poor timing of product or service
got mad
supply
because
she waited delays or errors in providing product or
for a long service
time for her
food and
the
waitress
didn’t got
her order
right.

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©Copyright Academia International 2019 Version 3 Approved by: B. Wade
SITXCOM005 Manage Conflict RTO No: 21595 | CRICOS Code: 02634E
Brief Overview of the nature of problem

- In an Italian restaurant, Gee ordered 1 large Vegetarian Pizza and 1 Carbonara Pasta. The
waitress took the order using a pen and paper. The pasta dish arrived earlier than the pizza.
Gee then waited for the pizza since she wanted to eat it together with the pasta. The pasta
got cold making the sauce set and the noodles mushy. After 30 minutes, Gee was shocked
that the waitress gave her a Calzone instead of the large Vegetarian Pizza she ordered. Gee
then got mad and asked to talk to the manager on duty.

CONFLICT-RESOLUTION TECHNIQUES:
 Thoroughly train the staff
- a well-trained staff function smoothly
 Employ tablet ordering
- to ensure that order is placed automatically
 Repeat order
- before finalizing, always repeat the order to the customer to make sure that you got it right.
 Give the Calzone and their Vegetarian Pizza for free and ask the customer if it’s okay for
them to wait for their Vegetarian Pizza for a couple minutes
- this needs to be done to compensate.
 Give a discount to the customer for their next visit
- with this, customers might still return and won’t post bad reviews of the restaurant on social
media.

COMMUNICATION SKILLS:
 Active listening
- always put into mind that the customer is always right. So, all you have to do is just listen
and never argue.
 Friendliness
- when dealing with customers, you should always keep calm and be friendly so that you
won’t be able to add fuel to the fire.
 Provide possible solutions
- Give solutions as to how the problem can be solved easily.
 Respond
- take actions immediately

PART B

You will be observed demonstrating how you resolve team member disputes (to be selected from the list
below/”Nature of problem”) with customers. 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.

Instance Date Duration from ... to... Matter/problem

A hotel receptionist 04/03/202 dismissal
being racist to the 0
Chinese guest cultural misunderstanding

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©Copyright Academia International 2019 Version 3 Approved by: B. Wade
SITXCOM005 Manage Conflict RTO No: 21595 | CRICOS Code: 02634E
Brief Overview of the matter/problem:

In a local hotel in the city, there is a staff working as a receptionist. That time there was a
corona virus news outbreak. One day there was a one Chinese guest who wants to check
in, but the receptionist, afraid that the guest has the corona virus, told the guest that there
is no vacant room already, then there is a local guest who just came a minute after the
Chinese guest who also wants to check in, and the receptionist gave her a room. The
Chinese guest being shocked she asked again the receptionist but still the receptionist
refused that’s when the Chinese guest got furious and asked how come she didn’t get a
room when she came first before the local guest, and wanted to talk to the manager.

Conflict-resolution techniques
 Problem solving/confronting – confront the guest or ask about the matter and
discuss with a very open mind without making the guest offended.
 Compromising/reconciling - give the guest a free access to the hotel facilities like
bar, swimming pool, spa and jacuzzi, etc.

Communication skills
 Friendliness – characteristics in friendship is being honest and kind, same also in
the workplace, when approaching the guests with positive attitude and open mind.
 Respect – being respectful in a workplace is important, also when communicating
to a guest.
 Responsiveness – respond to the guest immediately.

PART C

You will be observed demonstrating how you take appropriate action during threat or conflict situations.
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.

Instance Date Duration from ... Threat/Conflict

to...
Intoxicate 04/03/202 customer refusing to leave or be pacified
d 0
customer drug or alcohol-affected person
at a bar person who appears to be violent or are
asking for threatening
another
drink. people involved in physical violence
person with gun or arms
situation where someone has been or may
be hurt

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 SITXCOM005 Manage Conflict RTO No: 21595 | CRICOS Code: 02634E
Brief Overview of the matter/problem:

Nikki is a regular at a bar, she ordered her usual drink while waiting for her friend. After a few drinks
her friend, she seems to be having a really great time. Nikki again went to the bar, showing signs
that she is already affected by the alcohol she has been drinking, but she still asked for another
drink. As a bartender my job is to keep the place fun and keep the drinks flowing but I also have a
responsibility to look out for the costumers; so, when she asked me for another drink I offered her
a non-alcoholic drink instead. Then ask the security to help me keep an eye on the intoxicated
costumer.

CONFLICT RESOLUTION TECHNIQUES:

Compromising – Finding the middle ground, I committee to finding a solution which is letting her
stay at the bar and give her something to drink that is not-alcoholic.

COMMUNICATION SKILLS:
Managing your emotions – Remaining polite, calm and professional towards the customer;
Focusing on a positive outcome.
Using Empathy – Employ active listening skills; Taking the customer seriously; Value and respect
Establishing and Agreeing on the problem
Determining the possible solution – Customer service policies

Marking Criteria
Not Satisfactory
Not Attempted

Satisfactory

Excellent

Role Play - Scenarios 0 1 2 3 Comments

SITXCOM005 Manage conflict
Student clearly established what the scenario was and explained this to the class          
at the beginning of the role-play
Student Identified the potential for conflict quickly and took swift and tactful action          
to prevent escalation
Student Identified quickly situations where personal safety of customers or          
colleagues may be threatened and organised appropriate assistance where
appropriate
Student established and agreed on the nature and details of the complaint with          
the customer by clarifying each detail
Student encouraged all points of view and accepted them and treated them with          
respect
Student used effective communication skills to assist in the management of the          
conflict
Student took responsibility for finding a solution to the conflict within the scope of          
their individual responsibility
Student took appropriate action to resolve the complaint to the customer's          
satisfaction as much as possible
Student used accepted conflict resolution techniques and handled complaints          
sensitively, courteously and discreetly to manage the conflict situation and
develop solutions
The Student where appropriate, used techniques to turn complaints into          
opportunities to demonstrate high quality customer service
Student completed necessary documentation accurately and legibly detailing          
conflict that took place
         
Verbal summary given to Trainer highlighting evaluating conflict situation and

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©Copyright Academia International 2019 Version 3 Approved by: B. Wade
 SITXCOM005 Manage Conflict RTO No: 21595 | CRICOS Code: 02634E
effectiveness of solution
Total Marks out of 36    

Student is satisfactory for this assessment task: Yes Not Yet

________________________________ ___ / ___ / _____

Trainer’s Signature Date

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©Copyright Academia International 2019 Version 3 Approved by: B. Wade