SITXCOM005 - Manage conflict

    Unit code: SITXCOM005 | Study level: TAFE
    Credit points
    N/A
    Location
    Footscray Nicholson
    Industry
    Online
    Prerequisites
    N/A
    Overview
    Enquire

    Overview

    This unit describes the performance outcomes, skills and knowledge required to resolve complex or escalated complaints and disputes with internal and external customers and colleagues. It requires the ability to use effective conflict resolution techniques and communication skills to manage conflict and develop solutions. It does not cover formal negotiation, counselling or mediation.

    Assessment

    For Melbourne campuses

    Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit’s learning outcomes and performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines.

    Students will be expected to demonstrate the following required skills:

    • 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, and;
    • use a range of conflict-resolution techniques and communication skills when seeking to resolve above situations.

    Students will also be expected to demonstrate the following knowledge:

    • commonly occurring conflict situations in the tourism, travel, hospitality and event industries and their typical causes;
    • conflict theory: signs; stages; levels; factors involved; results;
    • conflict-resolution techniques: assertiveness; negotiation; use of appropriate communication;
    • resources to assist in managing conflict: counsellors; internal security staff; mediators; other staff members; police; senior staff;
    • communication techniques: active listening; empathising with the person's situation while upholding organisational policy; non-verbal communication and recognition of non-verbal signs; language style; questioning techniques; those appropriate to different social and cultural groups, and;
    • organisational policies and procedures for complaint, conflict and dispute resolution.

    Required reading

    The qualified trainer and assessor will provide teaching and learning materials as required in the form of workbooks produced by the Polytechnic and/or via the Polytechnic e-learning system.

    As part of a course

    This unit is studied as part of the following course(s):

    Certificate IV in Commercial Cookery
    SIT40516 | Certificate iv | Duration:
    Diploma of Hospitality Management
    SIT50416 | Diploma | Duration:
    Diploma of Travel and Tourism Management
    SIT50116 | Diploma | Duration:

    Refer to the course page for information on how to apply for the course. VU takes care to ensure the accuracy of this unit information, but reserves the right to change or withdraw courses offered at any time. Please check that unit information is current with the Student Contact Centre.

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