This unit (SITXCOM005) 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.

Unit details

Study level:
Vocational and further education (TAFE)
Unit code:

Contact VU Polytechnic


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.

Where to next?

As part of a course

This unit is studied as part of the following courses. Refer to the course page for information on how to apply for the course.

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