SITXCOM010 Andy

SITXCOM010 Manage conflict
SITXCOM010
manage conflict
Student Assessment Tasks – SITXCOM010 Manage conflict | Page 1

of 28
V1.0: April 2023, Approved: QAC
International College of Tasmania Pty Ltd trading as: TasCollege
RTO Code: 45352 | CRICOS Code: 03683K

of 28
ASSESSMENT COVERSHEET
This Assessment Coversheet MUST be filled up and submitted with each unit assessment task submission.
Student Name: Yuhua Zhang Student ID: 14075655
Course Certificate IV in Kitchen Management
Unit SITXCOM010 Manage conflict

Batch / Group Assessment Due Date: Due 11 Feb, 2024
1 Knowledge Questions 4
2 Project Portfolio 5
Assessment
Tasks
3 6
√ First Attempt  Second Attempt
Trainer Name Sujeet
Plagiarism and collusion: Plagiarism is an academic dishonesty denoting the use of someone else’s intellectual property
as the form of one’s own work. This includes copying other’s work in whole or part and/or citing information from
various sources without standard referencing.
Disciplinary actions: A student found to have plagiarized or cheated the work or colluded with any other student(s) will
be subject to attend the meeting with the Academic team for counselling, re-submission and /or undertaking
examination. If the student denies the Academic team’s decision, he/she will be referred to the TasCollege Disciplinary
Committee for further actions such as suspension from the course.
Student declaration
 I declare that all the assessment tasks’ answer(s) is my own work and is not plagiarised.
 I agree for providing the electronic copy of my assessment answers to be examined by using a relevant
plagiarism/collusion scan software.
 I have correctly referenced all in-texts and resources throughout the assessment tasks.
 I have made a copy of my assessment answers (print/electronic) that I can produce if the original is misplaced.
 I am aware of TasCollege policy on plagiarism as stated in the TasCollege Assessment Submission Guidelines
and other relevant policy and procedures.
 I also understand that a Late Submission/Re-Sit Fee will apply if I fail to maintain my course progress at the
required level.
Student Signature: Yuhua Zhang Date Submitted: Due 11 Feb, 2024
The Second Attempt will also be applied under compassionate and compelling circumstances.
Trainer’s Name: Sujeet

Trainer Declaration: I declare that I have reviewed the submitted
Signature:
assessments properly and received them as a form of complete submission.
Date: Due 11 Feb, 2024

of 28
Contents
Introduction 6
Assessment for this unit 6
Assessment Task 1: Knowledge questions 7
Information for students 7
Questions 8
Assessment Task 2: Practical task – Role plays 14
Information for students 14
Activities 15
Email for Role Play 1 20
Email for Role Play 2 21
Incident Report Template – Bridge Hotel 22
Complaints Register Template – Bridge Hotel 23
Complaints Register Template – Bridge Hotel 25

of 28
Introduction
Welcome to the Student Assessment Tasks for SITXCOM010 Manage conflict. These tasks have
been designed to help you demonstrate the skills and knowledge that you have learnt during your
course.
Please ensure that you read the instructions provided with these tasks carefully. You should also
follow the advice provided in the Hospitality Works Student User Guide. The Student User Guide
provides important information for you relating to completing assessment successfully.
Assessment for this unit

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 Task 2: Practical tasks - Role plays – You are required to demonstrate your skills
and knowledge by resolving complex or escalated complaints and disputes with internal and
external customers and colleagues. You will be required to complete a number of role plays
and have your performance observed by the assessor.

of 28
Assessment Task 1: Knowledge questions

Information for students
Knowledge questions are designed to help you demonstrate the knowledge which you have
acquired during the learning phase of this unit. Ensure that you:
 review the advice to students regarding answering knowledge questions in the Hospitality
Works Student User Guide
 comply with the due date for assessment which your assessor will provide
 adhere with your RTO’s submission guidelines
 answer all questions completely and correctly
 submit work which is original and, where necessary, properly referenced
 submit a completed cover sheet with your work
 avoid sharing your answers with other students.
i Assessment information
Information about how you should complete this assessment can be found in Appendix A of the
Hospitality Works Student User Guide. Refer to the appendix for information on:
 where this task should be completed
 the maximum time allowed for completing this assessment task
 whether or not this task is open-book.
Note: You must complete and submit an assessment cover sheet with your work. A template is
provided in Appendix B of the Student User Guide. However, if your RTO has provided you with
an assessment cover sheet, please ensure that you use that.

of 28
Questions
Provide answers to all of the questions below.
1. Identify three common warning signs of conflict.
- Dysfunctional meetings:
Dysfunctional meeting is a major warning sign of conflict, it mean to say that if
there is no any agenda or we can say that without common goal of organization.
Without any goal one can’t decide in which way we have to go. Goal set the path
and view the way of direction. So people are unable to give attention, this cause
the conflict.
- Quality issues:
If there is not meet the productivity demand whatever they desire and the issue
with quality of product cause conflict. So, this should be focused and have to
consider it.
- Stress and Anxiety:
Too much pressure of workload also creates conflict. It includes staff management,
interpersonal relationship, dealing with issues which arise on workplace, etc.
2. Describe, in your own words, the five stages of conflict.
Latent stage This is the first stage of conflict and occurs before the parties realise a
conflict situation is likely to occur. An example of this stage may be
that an order placed by a customer’s is incorrectly recorded by the
waiter. Neither party are aware that this mistake has happened.
Perceived stage This is the second stage of conflict and occurs when it is noticed. This
usually happens after a miscommunication or misunderstanding
between parties. Each party is aware that a problem exists.
Felt stage This is the third stage and occurs when one or more of the parties feel
an emotion over the conflict. This may includes stress, anxiety or anger.

of 28
Manifest stage This is the fourth stage which occurs when the conflict causes action
which can be seen.
Aftermath stage This is the final stage of conflict which occurs upon resolution or
dissolution. Depending on how the conflict was dealt with and ended,
can have either a positive or negative impact on each party. The
aftermath stage provides an opportunity to evaluate the situation and
make changes to deter the same problem from arising in future
3. List the four recognised levels of conflict.
Intrapersonal conflict: this is conflict within self
Interpersonal conflict: this is conflict between two people.
conflict between multiple persons.
Intergroup conflict: conflict between multiple groups
4. Identify three factors that can lead to conflict in a hospitality environment.
Unrealistic needs and expectations: Struggle at work can frequently be caused when
business overlooks the requirements of representative or set unreasonable desires. For
instance, orchestrating hours that make it hard for representative to complete childcare
obligation.
Unresolved issue: For example, a representative may request to be moved to another

group due to their supervisor’s ‘aggressive ‘initiative style. Nonetheless, the representative
may have different reasons. For example, they may censure their chief for an absence of
preparing or vocation movement.
Bullying and Harassment: These days bullying and harassment is one of the major factors
of conflict at hospitality environment. Most of the place seems that junior and most of the
girls are harassed by senior employee. This is very annoying and embarrassed for them.
5. Describe what conflict theory says about the results that come from dealing with conflict.
Karl Marx is a theory that society is in a state of perpetual conflict because of

competition for limited resources. Conflict hypothesis holds that social request is kept

of 28
up by mastery and force, as opposed to by agreement and congruity. As individual by

conflict hypothesis, those with riches and influence attempt to clutch it using any and
all means conceivable, essentially by smothering poor people and feeble. Conflict
hypothesis has been utilized to clarify a wide scope of social marvels, including wars,
insurgencies, destitution, separation and abusive behaviour at home. It credits a large
portion of the key improvements in mankind’s set of experiences, for example, majority
rule government and social liberties, to individual endeavours to control the majority
(rather than a longing for social request).
Negative results while dealing with conflicts are as follows:

- Expanded pressure and tension among people, which diminishes efficiency and
fulfilment.
- Sentiments of being vanquished and belittled, which brings down people’s spirit
and may expand turnover.
- An atmosphere of question, which thwarts the collaboration and participation
important to complete work.
Positive results while dealing with conflict are as follows:
- Thought of a more extensive scope of thought, bringing about a superior, more

grounded thought surfacing of suppositions that might be mistaken.
- Expanded of individual perspectives that manufacture learning.
- Then again, struggle can be useless on the off chance that is extreme or includes
individual assaults or devious strategies.
6. Explain how the use of each of the following communication strategies can be effective in
conflict situations.
Active listening Demonstrating individuals that we are keen on them and what
they need to state is vital to the listening cycle. It is nothing but
bad hearing and understanding what somebody is stating in
the event that we don’t tell them through our conduct that we
are truly turning in to them. There are some point of active
listening: Remove physical barrier, be on the same eye level,
be aware of personal space.
Empathy Being warm and inviting is another approach to show interest

in a customer. Utilizing their name, grinning when you welcome
them and offering them a seat are incredible approaches to lay
everything out of warmth, positive respect and interest.
Utilizing right outward appearances is a method of checking
out the customer’s emotions and indicating them you’re tuned
in.
Non-verbal techniques are valuables as they help you

Non-verbal
comprehend what’s going on when individuals are not taking. A

of 28
flood of the hand, a grin or a grimace is largely non-verbal

communication
correspondences. Having the option to put across what you
have to impart without taking can be handily done, despite the
fact that you should be cautious in light of the fact that non-
verbal correspondence can be misjudged.
Figuring out how to peruse and comprehend body language is

Style of language
a significant expertise. Body language can give you
understanding into what going on with an individual and it may
likewise lets you know whether they are concealing something
or in any event, lying. It’s critical to know that occasionally you
can decipher body language erroneously, especially on the off
chance that you don’t have the foggiest idea about the
individual you are managing.
The way in which you use your voice will set the scene for how
Questioning techniques
others will react. Like effective questioning, open questioning,
closed questioning, leading questioning, etc.
We call exhibiting that we are turning in to somebody going to

Communicating in a
conduct. We do this through non-verbal communication (non-
culturally competent verbal conduct, for example. Gestures, facial expression,
manner posture and manner of speaking. Showing great going to
conduct is the initial phase in building up a decent compatibility
with our customers.
7. Describe how the following conflict resolution techniques can be used for effective conflict
resolution:
Assertiveness Assertiveness isn’t aggression:

- “Sentiments of outrage or hatred bringing about
antagonistic or rough conduct, preparation to assault
or stand up to”. Assertiveness is a scholarly social
expertise that requires some investment, practice and
persistence to figure out how to progress nicely.
- For each occasion wherein, a void is left by our
absence of self-assuredness, others will occupy that
space with their own self-assuredness.
- We all aversion showdown.
We can also use DESC approach as an effective conflict
resolution technique.
Describe
Express

of 28
Specify
Consequences
- When somebody shows the conduct/transforms we
are searching for, recognize in a positive way.
- Remember assertiveness is tied in with defending
ourselves. It doesn’t ensure the other will go along.
Not with standing, we feel enabled by making some
noise. Hence, improving confidence, self-esteem and
fearlessness.
- As assertiveness can be standing up to, it is an open
door for figuring out how to be agreeable in an
awkward circumstance.
Negotiation A negotiation isn’t giving a request or accepting an order.

Negotiation resembles discussions- they are two-way
communication. Viable arrangement requires great tuning in
and thinking abilities.
Here are a few hints:
- Prepare previously- consider choices on the off chance
that you can’t get your favoured result.
- Find out the other individual’s viewpoint- recognise
what inspires their choices
- State your own requirements- clarify why something is
critical to you.
- Don’t contend- It’s not beneficial and it gets tempers
up.
Use of appropriate Use of appropriate communication Acknowledging the views of

communication all involved parties and providing them with opportunities to
express them- This means our communication while solving a
conflict should be decent all the time while both conflicted
parties are involved.
Acknowledging the views Acknowledging the views of all involved parties and providing
of all involved parties and them with opportunities to express them so there will be
providing them with acceptance of what are to be done in an appropriate plan.
opportunities to express
them

of 28
Responding to all Responding to all involved parties in a sensitive, courteous,

involved parties in a respectful, and discreet manner: It refers to the sense of
sensitive, courteous, reaching over a conflict which means we have to look into the
respectful, and discreet thoughts of both the involved parties and then solve the issue.
manner
Minimising the impact of Minimising the impact of conflict on other colleagues and
conflict on other
customers: The effect of conflict should never be transferred
colleagues and
to other customers, so their interests never are disappointed.
customers
8. Identify four pieces of information you would expect to find in an organisation’s policies and
procedures for complaints, conflicts, and dispute resolution.
Understanding: identify and understand the problem that arose between the two parties to
proceed with the conflict resolution
Collaborating: finding a solution as a group facilitates resolution by benefiting both parties

and showing the appreciation necessary to find the best solution
Accommodating: make the people involved feel comfortable and at ease to have a clear
vision of the conflict, using an appropriate tone of voice and the right words so as not to
offend or judge anyone
Compromising: finding a compromise is the best way to benefit both parties and
demonstrate the right method of resolving the conflict, making sure to comply with all
policies and procedures
9. For each person/group below, identify one scenario where they may be required to assist in
managing conflict.
Counsellors Counsellors may have internal disputes over who knows best
to choose the best option to clients and this can be a source of
debate. To avoid this type of conflict, a collaboration policy can
be adopted to find the best option for the customer in question,
solving the internal problem and favouring an optimal service
for customers.
Internal security staff Internal security staff can have problems of ethnic origin where
culture and related prejudices can be a source of conflict and
debate. To resolve the dispute it is necessary to adopt a policy
of anti-racial discrimination where it protects the origin and
culture of the subjects involved, therefore the debate can be

of 28
stopped by bringing together the people involved and

analysing the problem together and finding a rational solution
for both parties.
Mediators Mediators are those who resolve internal disputes, but they too
can be subject to disputes with other staff. For example, they
may underestimate the reasons of the staff favouring one party
over the other, and this is not in accordance with the equal
opportunities policy. So, in this case, the staff manager or
supervisor must intervene to make the policy imposed by the
company prevail and demonstrate how to resolve the dispute.
Other staff The bartender had a dispute with an arrogant customer who
discriminated against the bartender's sex by raising his voice
during the debate and attracting the attention of the whole
room just to make his reasons prevail. The bartender tried to
resolve the situation, but it all resulted in a conflict. In this case,
the staff manager must enforce the anti-sex discrimination
policy and point out to the customer that our hotel has strict
policies that must be respected.
Police A customer had a racial-themed fight with a hotel employee

and after that the staff noticed that the employee experienced
great psychological and emotional trauma. The staff manager,
after having listened to and evaluated the situation, wanted the
police to intervene to assert the rights of employees. Since the
company follows the laws and policies of racial anti-
discrimination, the police after analysing the videos intervene
to penalize the client in question and point out the intolerability
of the debate, fining or arresting him.
Senior staff Senior staff may be subject to age discrimination because they
are older and perhaps slower than other staff and this can be a
reason for conflict. To resolve the dispute it is necessary to
highlight that the company adopts an anti-discrimination policy
of age and that working in a group it is necessary to help the
staff where necessary and find the best compromise to benefit
all the staff, a group discussion can favour delivery of the
message.
10. List three common conflict situations that can occur in a workplace and their typical causes.

of 28
Conflict situations Typical cause
Conflict between a This can be caused by differences in expectations, work

supervisor and an employee style, or values. For example, a supervisor may expect an
employee to complete a task in a certain way, but the
employee may have a different idea about how to complete
the task.
Conflict between co-workers This can be caused by differences in personality, work style,
or values. For example, two co-workers may have different
ideas about how to complete a task, or they may have
different communication styles.
Conflict between employees This can be caused by differences in expectations, work

and customers style, or values. For example, a customer may expect an
employee to provide a certain service, but the employee may
have a different idea about how to provide the service.

of 28
Assessment Task 2: Practical task – Role plays

Information for students
Tasks required for this unit

This unit of competency requires that you:
 take action to resolve escalated complaints or disputes with customers in relation to at least
three of the following matters:
o cultural misunderstanding o person who appears to be violent or

threatening
o incorrect pricing of product or service
o problem or fault with product or
o delays or errors in providing product
service
or service
o refused entry or ejection from
o misunderstanding of customer
premises
request or communication barrier
o situation where someone has been
or may be hurt
 take action to resolve team member disputes in relation to at least two of the following
matters:
o dispute or argument among work o job duties or rosters

colleagues
o lack of competence
o drug or alcohol-affected person
 use conflict-resolution and communication techniques when seeking to resolve above

situations
 organisational procedures for evaluating conflict resolution.
Instructions for how you will complete these requirements are included below.

of 28
Activities
Complete the following activities.
Carefully read the following information.
Successful completion of this unit requires that you can resolve complex or
escalated complaints and disputes with internal and external customers and
colleagues.
You will need to participate in a number of role plays to demonstrate your skills and
knowledge.
Below is a guide to the skills and knowledge you must demonstrate when you are
completing each activity step. We have provided a number of documents to assist
you and you will find these in the student resources including:
 your learning resources and other information for reference
 your Complaints Policy and Procedures
 your Conflict Resolution Policy and Procedures
 your Customer Service Policy and Procedures
 your Complaints Register template
 your Incident Report template.
You will be required to complete three role plays that require you to take action to
resolve escalated complaints or disputes with customers or staff members.
What do I need to demonstrate?
During your practical assessments, you will be required to demonstrate a range of
the skills and knowledge that you have developed during your course. These
include:
 Identify conflict situations by:
o identifying potential for conflict and take action to prevent escalation
o identifying situations where personal safety of customers or colleagues

may be threatened and organise appropriate assistance
o identifying and use resources to assist in managing conflict.
 Resolve conflict by:
o establishing and agreeing on the nature and details of conflict with all
parties and assess impact
o managing conflict within scope of own role and responsibilities
o managing conflict following organisational procedures
o taking responsibility for seeking a solution to conflict within scope of own

of 28
role and responsibilities

o seeking assistance where required
o identifying and evaluating the impact of conflict on business reputation

and legal liability
o evaluating options to resolve the conflict, within organisational policies
and constraints.
o implementing the best solution and complete required reports.
 Evaluate conflict resolution by:
o communicating with parties involved to seek and provide feedback on

conflict and its resolution
o evaluating and reflecting on the conflict and effectiveness of the solution
o determining possible causes of workplace conflict and provide input for

workplace enhancement and improvements.
How will I provide evidence?
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.
You will also need to complete and submit;
 a completed Incident Report
 a completed Complaints Register.
1. Role play 1.
Read the 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.
The role play will begin at this stage.
During this role play you must:

of 28
 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 regarding resolving this

conflict by considering organisation procedures
 evaluate options regarding resolving the conflict and implement the best
solution.
At the end of the role play, you will need to complete the Complaints Register and
document your ideas for improvement.
You will also need to write an email to the customer and ask them to provide you
with feedback about the outcome. Ensure that this is written clearly, respectfully,
and professionally.
2. Role play 2.
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.
 demonstrate effective communication skills when interacting with the customer

managing conflict
 establish and agree on the nature and details of conflict with all parties and
assess impact
 respond to the customer in a sensitive, courteous, respectful, and discreet

manner
 follow organisation procedures to address the conflict
 as the supervisor, determine your responsibility regarding resolving this

conflict by considering organisation procedures
 evaluate options regarding resolving the conflict and implement the best

of 28
solution.
At the end of the role play, you will need to complete the Complaints Register and
document your ideas for improvement.
You will also need to write an email to the wait person involved that does the
following:
 explains the importance of feedback and debriefing after a conflict
 provides feedback about their response to the conflict regarding organisation

policy and procedures
 discusses the impact of the situation regarding Bridge Hotel’s legal liability,
had the customer become ill
 discusses the impact of the business’s reputation should the customer go

ahead with negative reviews on social media
 encourages them to provide you with feedback about the conflict and how it
was resolved.
3. Role play 3.
This role play is linked to Role play 2 and occurs the next day. The same staff from
the night before are coming in to start their shift.
Your assessor will provide you with some guidance about where you are to begin
the role play.
 demonstrate effective communication skills when interacting with those

involved
 identify potential for conflict
 identify situations where personal safety of colleagues may be threatened and

organise appropriate assistance

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

of 28
responsibility to uphold organisation procedures.

Note that this role play will include some aggressiveness from a Bridge Hotel staff
member who is under the influence of drugs. Speak to your assessor before if you
are concerned or feel uncomfortable about this scenario.
At the end of the role play, you will need to complete an incident report that clearly
details the situation that occurred. Use the Incident Report template to do this
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.
5. Submit documents to your assessor.
Ensure that all your pieces of documentation are clear and complete. Submit:
 Your email for Role play 1
 Your email for Role play 2
 Your incident report for Role play 3
 Your completed Complaints Register that addresses Role plays 1 and 2.
Send or submit the completed documents to your assessor.

of 28
Email for Role Play 1
maria@gmail.com
Help improve Bridge Hotel Service

Hi Maria,
Thanks so much for being our customer and allowing us a

chance to serve vou
We're sorry to hear that you didn't enjoy your experience at
Bridge Hotel.
You recently gave us some really helpful comments about the
behaviour of our statt. We wanted to let you know that we were
able to use vour feedback to implement changes in our customer
service policy for our staff.
Customer happiness is important to us and hope you are happy

with the resolution provided to you by our supervisor.
We really appreciate the time you took to help us improve. If you
have any further questions please feel free to email us at
support@bridgehotel.com.au
Dialogue between C & S

Supervisor: Hello Ma’am, this is Andy, I am the shift supervisor at Bridge Hotel. How
may I help you?
Customer: Hi my name is Maria. I have been waiting to speak to the
manager for a while now and this is the second time I’m calling.
Supervisor: I apologise for the delay. Hotel Manager is not on the shift today, but I am
more than happy to resolve the issue. If you could please explain the issue to me so
that I can help you.
Customer: Of course, I had ordered five items from your menu on your
website, but the food that got delivered to us was completely different to what
we had ordered. Hence, I wanted to report this to your manager.
Supervisor: I’m sorry to hear that. Could you please provide me with the order number?
It can be located in the order confirmation text message sent on your phone by Bridge
Hotel.
Customer: Yes, give me a moment.
Supervisor: Sure Ma’am.

of 28
Customer: My order number is BH312

Supervisor: Thank you for providing your order number. I am going to have a look at
your order in our system. Please bear with me for a moment.
Customer: Okay. Thank you.
Supervisor: Hello Ma’am. I just had a look at the order, was the food that you ordered 3
big breakfast and 2 egg and bacon rolls?
Customer: Yes. That is what I ordered.
Supervisor: Ma’am if you could please tell me what order did you received?
Customer: I received 2 eggs benedict and 1 bacon egg roll.

Supervisor: Thanks for providing the information. Let me check with the delivery drivers
if there had been any blunder from their end. I apologies for the wait.
Customer: Okay.
Supervisor: I just spoke to the delivery driver that took your order and just found out that
there had been a mix up with your order and has been delivered to a different address.
And hence, you got the wrong order.
Customer: Well, that is not a great experience. I am a bit disappointed with
the service as I wanted to enjoy breakfast with my family.
Supervisor: I sincerely apologise for our blunder. Now what I’m going to do is place the
order again for you and our kitchen staff will make your order as a priority. The food will
be delivered to you within 20 mins. Additionally, I will provide a $25 voucher which you
can use on your next order.
Customer: Well, that sounds fine. Thanks for your help.
Supervisor: Thank you Ma’am for giving us a chance to fix the issue. And again, I
apologise for the delay that you had to face on your order. Hope you enjoy your
Mother’s Day with your entire family.
Customer: Thank you

of 28
Email for Role Play 2

tiff@gmail.com
10 % Off Voucher - Bridge Hotel
Dear Tiff.
We are sorry to learn that you had a bad experience with our
customer service at Bridge Hotel. We understand how frustrating
this must have been for you. We value providing a pleasant
environment for our customers to dine in, and this should not
have happened.
We have attached a 10% off voucher with this email for you to
use during your next visit.
Once again, we appreciate you making us aware of your
negative experience, and we apologise for the inconvenience
this has caused. Please let us know if you have any additional
concerns or questions.
Sincerely.
Bridge Hotel
Dialogue between C & S
Customer: Hi, are you the manager?

Manager: Yes Ma’am. My name is Andy. How may I help you?
Customer: Well, I’m not trying to be rude, but just wanted to address the
behaviour of one of your staff who is wearing a red hair band.
Manager: Sure. The person you are referring to is Jenny. What was the issue with the
staff ma’am?
Customer: For starters, when she brought the food, I asked her if she could
bring salt and pepper to our table. She agreed to it but seemed like she was
not happy about it. We gave her the benefit of the doubt and did not say
anything. But soon after, I realised that my eggs are runny, but I vividly
remember instructing the person who took the order that I wanted well
cooked eggs. And when I addressed this to the waitstaff she said that’s how
we cook our eggs.
Additionally, I asked her if she could change the eggs for me. She then proceeded to

of 28
take the plate to the kitchen and came back with the food.
The food was great but what disappointed me was that she did not even
apologise for the blunder and the lack of customer service that she had
provided.
Manager: Sorry for the experience ma’am and taking the time to explain the issue. I’m
not sure why this happened, as this doesn’t happen often. But rest assured, I’m going to
talk with the Jenny (Waitstaff) this issue and make sure this problem does not arise in
the future.
Customer: Thank you for listening.
Manager: Additionally, I am going to take 10% off your bill from our system. And thank
you for giving us the opportunity to resolve your problem. Is there anything that I can
assist you with?
Customer: No that is all for me. We loved the food that you served, and it
was just the behaviour of the staff that I wanted to highlight it to you. And
thank you for providing us with the discount.
Manager: I am glad to hear that. Thank you and hope you visit us soon.

of 28
Incident Report Template – Bridge Hotel
This form is to be completed in the event of an incident or emergency.
Details of incident
10/ Bridge Hotel

Date: Time: 12.00 Location:
02 /2024
Name of person/s Kitchen staff

involved in incident:
Location of incident: Main Kitchen
Provide details of the incident.

Finger cutting by knife
Describe any injuries.

Minor bleeding
Outline actions taken as applicable.

Stopped working and take a rest
Describe hazards that may have contributed to or caused the injury.

Inapporpriated using knife
Other notes and comments.

Safety training
Signature of person Andy

completing report:
Print name: Andy Date: 10/ 02 /2024

of 28
Complaints Register Template – Bridge Hotel
Date of Complainant Person Description Cause Resolution Systemic

complaint name responsible of improvement
complaint required
9/02/2024 Maria Delivery Order Not Remade Adding a bar

Driver delivered in checki the order code with
the wrong ng the for the
(Jack) each order
address. deliver customer
y and
addre provided
ss $25
voucher
that
customer
can use on
their next
order.

of 28
Complaints Register Template – Bridge Hotel
Date of Complainant Person Description Cause Resolutio Systemic

complain name responsibl of n improvement
t e complaint required
11/02/202 Tiff Waitsta Poor Waitst Listened 1. Having a

to the
4 Jenny customer aff disciplinary
custome
service by was r action
the waitstaff not complai towards the
Custome r proper nt and waitstaff, as
was not ly provided well as
happy vetted 10% off inform other
the
about the during custome staff about
service hiring r order. the
provided by proce importance of
the staff. ss. providing the
best
customer
service to the
customer.
2. Any
mistakes that
occur during
the food
service needs
to be
addressed to
the manager
so that
appropriate
actions can
be taken

of 28

of 28

SITXCOM010 Andy

Uploaded by

Copyright:

Available Formats

SITXCOM010 Andy

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

SITXCOM010 Andy

Uploaded by

Copyright:

Available Formats

SITXCOM010 Manage conflict

Student Assessment Tasks – SITXCOM010 Manage conflict | Page 1

Student Assessment Tasks – SITXCOM010 Manage conflict | Page 2

Student Name: Yuhua Zhang Student ID: 14075655

Course Certificate IV in Kitchen Management

Unit SITXCOM010 Manage conflict

√ First Attempt  Second Attempt

Trainer Name Sujeet

Student Signature: Yuhua Zhang Date Submitted: Due 11 Feb, 2024

Trainer’s Name: Sujeet

Student Assessment Tasks – SITXCOM010 Manage conflict | Page 3

Student Assessment Tasks – SITXCOM010 Manage conflict | Page 4

Assessment for this unit

Student Assessment Tasks – SITXCOM010 Manage conflict | Page 5

Assessment Task 1: Knowledge questions

 adhere with your RTO’s submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed cover sheet with your work

 avoid sharing your answers with other students.

 where this task should be completed

 the maximum time allowed for completing this assessment task

 whether or not this task is open-book.

Student Assessment Tasks – SITXCOM010 Manage conflict | Page 6

1. Identify three common warning signs of conflict.

2. Describe, in your own words, the five stages of conflict.

Student Assessment Tasks – SITXCOM010 Manage conflict | Page 7

3. List the four recognised levels of conflict.

Intrapersonal conflict: this is conflict within self

Interpersonal conflict: this is conflict between two people.

conflict between multiple persons.

Intergroup conflict: conflict between multiple groups

4. Identify three factors that can lead to conflict in a hospitality environment.

Unresolved issue: For example, a representative may request to be moved to another

Karl Marx is a theory that society is in a state of perpetual conflict because of

Student Assessment Tasks – SITXCOM010 Manage conflict | Page 8

up by mastery and force, as opposed to by agreement and congruity. As individual by

Negative results while dealing with conflicts are as follows:

Positive results while dealing with conflict are as follows:

- Thought of a more extensive scope of thought, bringing about a superior, more

Empathy Being warm and inviting is another approach to show interest

Non-verbal techniques are valuables as they help you

Student Assessment Tasks – SITXCOM010 Manage conflict | Page 9

flood of the hand, a grin or a grimace is largely non-verbal

Figuring out how to peruse and comprehend body language is

We call exhibiting that we are turning in to somebody going to

Assertiveness Assertiveness isn’t aggression:

Student Assessment Tasks – SITXCOM010 Manage conflict | Page 10

Negotiation A negotiation isn’t giving a request or accepting an order.

Use of appropriate Use of appropriate communication Acknowledging the views of

Student Assessment Tasks – SITXCOM010 Manage conflict | Page 11

Responding to all Responding to all involved parties in a sensitive, courteous,

Collaborating: finding a solution as a group facilitates resolution by benefiting both parties

Student Assessment Tasks – SITXCOM010 Manage conflict | Page 12

stopped by bringing together the people involved and

Police A customer had a racial-themed fight with a hotel employee

Student Assessment Tasks – SITXCOM010 Manage conflict | Page 13

Conflict situations Typical cause

Conflict between a This can be caused by differences in expectations, work

Conflict between employees This can be caused by differences in expectations, work