SITXCOM010 - Manage conflict

    Unit code: SITXCOM010 | Study level: TAFE
    Footscray Nicholson


    The unit applies to all tourism, travel, hospitality and event sectors.
    The unit applies mainly to senior operational personnel, supervisors and managers who operate with some level of independence and use discretion and judgement to resolve conflicts.The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.


    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.

    Required reading

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

    As part of a course

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

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