SITXCOM005 Manage conflict | My Assignment Tutor

Assessment Tasks and Instructions Student Name Student Number Course and Code Unit(s) of Competency and Code(s)SITXCOM005 Manage conflictStream/Cluster Trainer/Assessor  Assessment for this Unit of Competency/ClusterDetailsAssessment 1Scenarios      Assessment 2Practical ObservationsAssessment 3 Assessment conducted in this instance: Assessment 1      2      3  Reasonable AdjustmentHas reasonable adjustment been applied to this assessment?No         No further information required   Yes        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 assessment Signature Date  2nd Assessor to completeI agree the adjustments applied to this assessment are reasonable Name     Signature Date  Assessment Guidelines What will be assessedThe purpose of this assessment is to assess your underpinning knowledge to complete the tasks outlined in the elements and performance criteria for this unit of competency and relating to the following aspects:   commonly occurring conflict situations in the tourism, travel, hospitality and event industries and their typical causesconflict theory:signsstageslevelsfactors involved resultsconflict-resolution techniques:assertivenessnegotiationuse of appropriate communicationresources to assist in managing conflict:counsellorsinternal security staffmediatorsother staff memberspolicesenior staffcommunication techniques:active listeningempathising with the person’s situation while upholding organisational policy non-verbal communication and recognition of non-verbal signslanguage stylequestioning techniquesthose appropriate to different social and cultural groupsorganisational policies and procedures for complaint, conflict and dispute resolution.Place/Location where assessment will be conductedSSH to complete      Resource RequirementsPen, Paper, Computer      Instructions for assessment including WHS requirementsThe 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. Once completed, carefully read the responses you have provided and check for completeness. Your trainer will provide you with feedback and the result you have achieved.   Statement of Authenticity   I 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 processes  I 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 Attempt 2nd Attempt Extension  – Date:     /    /   RESULT OF ASSESSMENTSatisfactory               Not Yet Satisfactory    Feedback to Student:          Assessor(s) Signature(s): Date:   /    /     Student Signature Date:   /    /      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. Name 3 conflict resolution techniques and explain how you will use these to resolve this conflict: Responses              What are the dangers of leaving this conflict unresolved? Responses                Scenario 1Feedback/commentsSNYSQuestion 1   Question 2    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. What are the signs in this situation that conflict is occurring? Responses            How could you overcome this communication barrier? Responses                What actions can you take to resolve this complaint? Responses                      What actions can you take to prevent this situation from happening again in the future? Responses          What actions could management take to assist employees to improve their communication with international customers? Responses            Scenario 2Feedback/commentsSNYSQuestion 1   Question 2   Question 3   Question 4   Question 5    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. Conflict theory can be divided into the following parts:SignsStagesLevelsFactors involvedResults 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? Responses                    As the manager of this team, describe why you believe this conflict is occurring between Sarah and James and the other team members. Responses                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? Responses              How can you use communication techniques to effectively manage the conflict within your team and work well with the other members? Responses                  How can management work with you to determine and implement a possible solution to this conflict? Responses              What results will be achieved if this conflict is managed effectively? Responses          Scenario 3Feedback/commentsSNYSQuestion 1   Question 2   Question 3   Question 4   Question 5   Question 6    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 behaviour is becoming increasingly threatening to customers and your fellow staff member, who is becoming frightened of the situation. How might this situation escalate if you do not respond appropriately? Responses            What actions will you take and what resources can you use to effectively address this situation and prevent escalation? Responses              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. Responses            Scenario 1Feedback/commentsSNYSQuestion 1   Question 2   Question 3    Part B – Questions Workplace policies and protocols to deal with and manage conflict 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? Responses                        What are the regulatory, industrial and legislative requirements related to the handling of disputes? Responses                      Explain the variety of communication skills which could be employed to ensure the effectiveness of dealing with conflict and conflict resolution. Responses                        What are the procedures where conflict involves drugs, alcohol or violence? Responses              What should be covered in an induction program with regards to conflict situations? Responses          To whom (other than the HR department) should escalated conflict situations or problems be reported in an organisation? Responses              What is the purpose of evaluating conflict situations? Provide examples how this could be achieved effectively. Responses             

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