SITXCOM010 - Manage conflict

For Melbourne campuses

Assessment tasks will be designed to reinforce & extend knowledge and skill competence within set & controlled parameters in accordance with each units learning outcomes & 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:

• take action to resolve escalated complaints or disputes with customers in relation to at least three of the following matters:

• cultural misunderstanding
• incorrect pricing of product or service
• delays or errors in providing product or service
• misunderstanding of customer request or communication barrier
• person who appears to be violent or threatening
• problem or fault with product or service
• refused entry or ejection from premises
• 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:

• dispute or argument among work colleagues
• drug or alcohol-affected person
• job duties or rosters
• lack of competence

• use conflict-resolution and communication techniques when seeking to resolve above situations
• organisational procedures for evaluating conflict resolution.

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
• acknowledging the views of all involved parties and providing them with opportunities to express them
• responding to all involved parties in a sensitive, courteous, respectful and discreet manner
• minimising the impact of conflict on other colleagues and customers

• resources to assist in managing conflict:

• counsellors
• internal security staff
• mediators
• other staff members
• police

• 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

• organisational policies and procedures for complaint, conflict and dispute resolution.