Manage conflict | My Assignment Tutor

Assessment Tasks and Instructions Student NameStudent NumberCourse and CodeUnit(s) of Competency and Code(s)SITXCOM005 Manage conflictStream/ClusterTrainer/Assessor Assessment for this Unit of Competency/ClusterDetailsAssessment 1ScenariosAssessment 2Practical observationAssessment 3Assessment conducted in this instance: Assessment 1 2 3 Reasonable AdjustmentHas reasonable adjustment been applied to this assessment?No No further information requiredYes Complete 2.Provide details for the requirements and provisions for adjustment of assessment: Student to completeMy assessor has discussed the adjustments with meI agree to the adjustments applied to this assessmentSignatureDate 2nd Assessor to completeI agree the adjustments applied to this assessment are reasonableNameSignatureDate Assessment Guidelines What will be assessedThe purpose of this assessment is to assess your ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:resolve escalated complaints or disputes with customers in relation to at least three of the following matters: 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 resolve team member disputes in relation to at least two of the following complex matters: dispute or argument among work colleagues job duties or rosters lack of competence worker mistake dismissal cultural misunderstanding take appropriate action in response to at least two of the following threat or conflict situations: 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 use a range of conflict-resolution techniques and communication skills when seeking to resolve above situations.Place/Location where assessment will be conductedSSH to completeResource RequirementsRefer to the Assessment conditions attached to the Futura Group Mapping Document located in the teacher support tools folder or the “Assessment Conditions” for this unit in the SIT 1.0 Training Package.For the purpose of undertaking the observations below, access to the following resources and conditions must be ensured:current commercial policies and procedures for complaint, conflict and dispute resolution internal and external customers and colleagues with whom the individual can interact to resolve conflictsInstructions for assessment including WHS requirementsThe 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 3 different escalated complaints or disputes with customers. Part B: You will be observed resolving 2 different team member disputes. Part C: You will be observed taking appropriate action in response to at least 2 threat conflict situationsYou 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. Statement of AuthenticityI acknowledge that I understand the requirements to complete the assessment tasksThe assessment process including the provisions for re-submitting and academic appeals were explained to me and I understand these processesI understand the consequences of plagiarism and confirm that this is my own work and I have acknowledged or referenced all sources of information I have used for the purpose of this assessmentStudent Signature: Date: / /201 This assessment:First Attempt2nd Attempt3nd AttemptExtension – Date:    /    /   RESULT OF ASSESSMENTPart A Part B Part CSatisfactory Not Yet Satisfactory Satisfactory Not Yet Satisfactory Satisfactory Not Yet SatisfactoryFeedback to Student:Assessor(s) Signature(s):Date:   /    /     Student SignatureDate:   /    /      Assessment 2 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. InstanceDateDuration from … to…Nature of problem (3 must be selected in total for instances 1-3)Instance 1: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 premisesBrief Overview of the nature of problemWork or Service Context:Instance 2:Nature of problem (3 must be selected in total for instances 1-3)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 premisesBrief Overview of the matter/problem:Work or Service Context:Instance 3:Nature of problem (3 must be selected in total for instances 1-3)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 premisesBrief Overview of the matter/problem:Work or Service Context: Criteria1.Instance2.Instance3.InstanceSNYSSNYSSNYSCommentsConducts in a friendly mannerCommunicates in a respectful mannerIdentifies the issue(s) correctlyRemains objective at all timesListens to what the person(s) say(s)Uses empathy where relevantEmploys appropriate Questioning techniques to assist in clarification of issuesUses open body languageUses clear languageIdentifies resources as relevant (e.g. Organisational Policies)Uses resources as relevant: ________________________Agrees on nature of details: _______________________Pro-actively seeks a solution within job role/organisational policies/constraintsIdentifies potential impacts on the businessConsiders legal implications: _______________________Implements agreed solution: _______________________Completes organisational reports as relevant: ________________Communicates recommendations/ issues with staff or management as relevant: ___________________________Displays a professional can-do attitude when dealing with customer service issuesPro-actively identifies and deals with issues as these ariseadd additional criteria as relevant for the type of issue PART B You will be observed demonstrating how you resolve 2 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. InstanceDateDuration from … to…Matter/problem (2 must be selected in total for instances 1-2)Instance 1:dispute or argument among work colleagues job duties or rosters lack of competence worker mistake dismissal cultural misunderstandingBrief Overview of the matter/problem:Work or Service Context:Instance 2:Matter/problem (2 must be selected in total for instances 1-2)dispute or argument among work colleagues job duties or rosters lack of competence worker mistake dismissal cultural misunderstandingBrief Overview of the matter/problem:Work or Service Context: Criteria1.Instance2.Instance3.InstanceSNYSSNYSSNYSCommentsConducts in a friendly mannerCommunicates in a respectful mannerIdentifies the issue(s) correctlyRemains objective at all timesListens to what the person(s) say(s)Uses empathy where relevantEmploys appropriate Questioning techniques to assist in clarification of issuesUses open body languageUses clear languageIdentifies resources as relevant: _________________________Uses resources as relevant: ________________________Agrees on nature of details: _______________________Pro-actively seeks a solution within job role/organisational policies/constraintsIdentifies potential impacts on the businessConsiders legal implications: _______________________Implements agreed solution: _______________________Completes organisational reports as relevant: ________________Communicates recommendations/ issues with staff or management as relevant: ___________________________Displays a professional can-do attitude when dealing with customer service issuesPro-actively identifies and deals with issues as these ariseadd additional criteria as relevant for the type of issue PART C You will be observed demonstrating how you take appropriate action during 2 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. InstanceDateDuration from … to…Threat/Conflict (2 must be selected in total for instances 1-2)Instance 1: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 hurtBrief Overview of the matter/problem:Work or Service Context:Instance 2:Threat/Conflict (2 must be selected in total for instances 1-2)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 hurtBrief Overview of the matter/problem:Work or Service Context: Criteria1.Instance2.Instance3.InstanceSNYSSNYSSNYSCommentsConducts in a professional mannerCommunicates in a respectful mannerIdentifies the issue(s) correctlyRemains objective at all timesListens to what the person(s) say(s)Uses empathy where relevantEmploys appropriate Questioning techniques to assist in clarification of issuesUses open body languageUses clear languageIdentifies resources as relevant: _________________________Uses resources as relevant: ________________________Takes pro-active measures to ensure the safety of othersPro-actively seeks a solution within job role/organisational policies/constraintsIdentifies potential impacts on the businessConsiders legal implications: _______________________Implements agreed solution: _______________________Completes organisational reports as relevant: ________________Communicates recommendations/ issues with staff or management as relevant: ___________________________Displays a professional can-do attitude when dealing with critical issuesPro-actively identifies and deals with issues as these ariseadd additional criteria as relevant for the type of issue

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