ASSESSMENT COVER PAGE

STUDENT DETAILS / DECLARATION:

Course Name:
DIPLOMA OF HOSPITALITY MANAGEMENT
Unit / Subject Name: SITXCOM005 Manage conflict

Trainer’s Name: ARIF KHAN

Assessment No: Task A, Task B, Task C

oX I fully understand the context and purpose of this assessment.

oX I am fully aware of the competency standard/criteria against which I will be assessed.
I declare that:
oX I have been given fair notice of the date, time and venue for the assessment.

oX I am aware of the resources I need and how the assessment will be conducted.
oX I have had the appeals process and confidentiality explained to me.
oX I agree that I am ready to be assessed and that all written work is my own.
oX This assessment is my:
oX First submission o Re-submission (Attempt ___ )
Student Name: YANLIN GUO Student ID: AC20190099
Student’s Signature: Submission Date: / /

ASSESSOR USE ONLY: (ACADEMIC DEPARTMENT)

Result:
Assessment Task A: o Satisfactory o Not Satisfactory

Assessment Task B: o Satisfactory o Not Satisfactory

Assessment Task C: o Satisfactory o Not Satisfactory

Final Assessment Result for this unit C / NYC

Feedback:
Feedback is given to the student on each
Yes / No
Assessment task & final outcome of the unit

Assessor’s
Feedback:

Assessor’s Date: / /
Signature:

ASSESSMENT FIRST SUBMISSION/RE-SUBMISSION RECEIPT:

It is student’s responsibility to keep the assessment submission receipt as a proof of submission of assessment tasks.

Student Name: YANLIN GUO Student ID:

AC20190099
Unit / Subject Code: SITXCOM005 MANAGE CONFLICT Assessment No:
TASK A, TASK B, TASK C
Trainer Name: Date: / /
ARIF KHAN

Signature:

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Assessment/evidence gathering conditions

Each assessment component is recorded as either Satisfactory (S) or Not Yet Satisfactory (NYS). A student can only achieve
competence when all assessment components listed under procedures and specifications of the assessment section are
Satisfactory. Your trainer will give you feedback after the completion of each assessment. A student who is assessed as NYS is
eligible for re-assessment. Should the student fail to submit the assessment, a result outcome of Did Not Submit (DNS) will be
recorded.
Student should be provided with an appropriate time frame in which to resubmit their work, according to the RTO’s re-assessment
policy and procedure.
Plagiarism, cheating and collusion.
Where a trainer/assessor believes there has been an incident of academic misconduct involving plagiarism, cheating, and/or
collusion, they should report this along with reasons for the allegation. Assessors should refer to their RTO’s policy and procedures
regarding training and assessment for further information.”
When all unit’s assessment tasks have been submitted and assessed (including resubmissions), print out a copy of this unit’s Final
Results Record, included as the last page of this document. Record the result for each task and the final result for the unit as C
(Competent) or NYC (Not Yet Competent). There is also space to give the student some written feedback for the overall unit.
Sign and date the middle section and give the sheet to the student. After discussing their results with them, the student must fill out
and sign the final section of the Record, where they acknowledge the result that you have given them.
When the student has filled out the final section of the Final Results Record, make a copy for them and retain the original with the
student’s records.

Resources required for this Assessment

• All documents must be created using Microsoft Office suites i.e., MS Word, Excel, PowerPoint

• Upon completion, submit the assessment printed copy to your trainer along with assessment coversheet.

• Refer the notes on eLearning to answer the tasks

• Any additional material will be provided by Trainer

Instructions for Students

Please read the following instructions carefully

• This assessment is to be completed according to the instructions given by your assessor. These instructions may include
answer length or size (word limit), how to conduct role play presentation etc.
• Feedback on each task will be provided to enable you to determine how your work could be improved. You will be provided
with feedback on your work within 2 weeks of the assessment due date.
• Should you not answer the questions correctly, you will be given feedback on the results and your gaps in knowledge. You will
be given another opportunity to demonstrate your knowledge and skills to be deemed competent for this unit of competency.

• If you are not sure about any aspect of this assessment, please ask for clarification from your assessor.
• Please refer to the College re-assessment and re-enrolment policy for more information.
• Please provide required references of the sources, if you use any information from any sources (such as: learner book, power
point and online resources) to answer the assessment questions and make the required changes to justify that it is your own
work.

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Re-submission opportunities

Please read the following instructions carefully

• Students will be provided feedback on their performance by their Assessor. The feedback will indicate if you have
satisfactorily addressed the requirements of each part of this task.
• If any parts of the task are not satisfactorily completed your assessor will explain why and provide you written feedback along
with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt/ s will be
arranged at a later time and date.

• Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt with unfairly or have
other appropriate grounds for an appeal.
• Students are encouraged to consult with their assessor prior to attempting this task if they do not understand any part of this
task or if they have any learning issues or needs that may hinder them when attempting any part of the assessment.

• Please see Student Assessment, Reassessment and Repeating Unit of Competency Guidelines v1.0 for more detail.

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 Assessment Task A: Skills Activity

The skills activity is designed to be a series of demonstrative tasks that should be assessed by observation (by the
assessor or third party, depending on the circumstances)
.
It will demonstrate all of the skills required for this unit of competency – your assessor will provide further instructions
to you, if necessary.

Task summary
Objective: To provide you with an opportunity to show you have the required skills for this unit.

This activity will enable you to demonstrate the following skills:

Reading skills to:

➢ Research sources of internal and external assistance to resolve the conflict

Writing skills to:

➢ Prepare reports, noting comprehensive details of the conflict, the parties involved, discussions with
all parties and the resolution

Initiative and enterprise skills to:

➢ Consider and suggest changes to workplace practices to avoid future conflict

Teamwork skills to:

➢ Discuss and resolve conflicts between team members

Answer the activity in detail, considering your organisational requirements.

1. This is a practical activity which will require you to resolve a conflict between two or more employees.
You will need to research and utilise appropriate sources of internal and external assistance. It will also
be necessary to arrange and partake in workplace discussions for successful resolution of the conflict.
Finally you will need to prepare a report, noting comprehensive details of the conflict, the parties
involved, discussions with all parties, and the resolution.

2. This is a practical activity which will require you to consider the details of any conflicts that have
happened recently in your workplace. You should analyse the reasons for these conflict and suggest
changes to limit the risk of reoccurrence.

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 Assessment Task B: Knowledge activity ( Q & A)

The knowledge activity is designed to be a verbal questionnaire where the assessor asks you a series of questions to
confirm your competency for all of the required knowledge in the unit of competency.

Task summary
Objective: To provide you with an opportunity to show you have the required knowledge for this
unit.

Demonstrated knowledge required to complete the tasks outlined in elements and performance
criteria of this unit:

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

The answers to the following questions will enable you to demonstrate your knowledge of:
➢ Principles of quality customer service
➢ Specific industry sector:

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Answer each question in as much detail as possible, considering your organisational requirements
for each one.

1. Can you give five examples and causes of conflict that are commonly encountered in the tourism,
travel, hospitality and event industries?

2. Can you identify five signs of potential conflict in the workplace?

3. Can you describe five stages of conflict in the workplace?

4. Can you identify three levels of workplace conflict?

5. Identify five ways in which the management of conflict may affect your business reputation.

6. Identify four legal requirements that should be met by businesses in the tourism, travel, hospitality, and
events industries.

7. Imagine that you have been given responsibility for managing a conflict between two employees who
have different ideas about the adoption of business practices. Outline the steps that you would follow in
order to evaluate options for the resolution of this conflict.

8. Identify five examples of organisational policies and constraints that should be taken into account when
evaluating conflict resolution methods.

9. Can you identify four potential results of conflict in the workplace?

10. Can you identify four ways of demonstrating assertiveness when dealing with workplace conflict?

11. Can you identify three communication techniques that can be used for the effective resolution of
conflict?

12. Can you identify four resources that can assist in the management of workplace conflict?

13. Can you identify four communication skills that should be used when dealing with conflict situations?

14. Which of your organisational policies and procedures relate to complaint, conflict, and dispute
resolution?

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 Assessment Task C: Performance activity

The performance activity is designed to be a practical activity performed either in the workplace or a simulated
environment. You should demonstrate the required practical tasks for the unit of competency and be observed by the
assessor and/or third party, as applicable to the situation. If the third party is required to observe you, you will need to
make the required arrangements with them.

If necessary, for the activities, you should attached completed written answers, portfolios or any evidence of
competency.

Task summary
Objective: provide you with an opportunity to demonstrate the required performance elements for
this unit.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the
context of the job role, and:

➢ Resolve escalated complaints or disputes with customers in relation to at least three of the following
matters:
o delays or poor timing of product or service supply
o incorrect pricing of product or service
o delays or errors in providing product or service
o misunderstanding of customer request or communication barrier
o problem or fault with product or service
o refused entry or ejection from premises
➢ Resolve team member disputes in relation to at least two of the following complex matters:
o dispute or argument among work colleagues
o job duties or rosters
o lack of competence
o worker mistake
o dismissal
o cultural misunderstanding
➢ Take appropriate action in response to at least two of the following threat or conflict situations:
o customer refusing to leave or be pacified
o drug or alcohol-affected person
o person who appears to be violent or are threatening
o people involved in physical violence
o person with gun or arms
o situation where someone has been or may be hurt
➢ Use a range of conflict-resolution techniques and communication skills when seeking to resolve above
situations

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Answer the activity in as much detail as possible, considering your organisational requirements.

1. This is an ongoing practical activity which will require you to 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

You will need to use a range of conflict resolution techniques and communication skills in order to deal
with the different situations.

2. This is an ongoing practical activity which will require you to 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

You will need to use a range of conflict-resolution techniques and communication skills in order to
successfully address the workplace issues.

3. This is an ongoing practical activity which will require you to 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

You will need to use a range of conflict-resolution techniques and communication skills when in order
to successfully resolve the different situations.

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 Assessment Task A, Task B, Task C Checklist

Student’s name:

Completed
successfully
Did the student: Comments
Yes No

Assessment Task A

Question 1.

Question 2.

Assessment Task B

Question 1.

Question 2.

Question 3.

Question 4.

Question 5.

Question 6.

Question 7.

Question 8.

Question 9.

Question 10.

Question 11.

Question 12.

Question 13.

Question 14.

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 Assessment Task C

Question 1.

Question 2.

Question 3.

Task Outcome: Satisfactory  Not Satisfactory 

Assessor name:

Assessor signature:

Date:

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W: www.austrasia.edu.au
Sydney Campus: Level 5, 412 Elizabeth Street, Surry Hills, Sydney NSW 2010
Canberra Campus: Level 2, 202-212 City Walk, City ACT 2601

Role Play Observation (Assessor Checklist)

This checklist is to be used when assessing the students in this task. This checklist is to be completed for each student. Please refer to separate
mapping document for specific details relating to alignment of this task to the unit requirements.

Student name:

Student ID:

Date:

Completed
successfully Comments
In completing this task, did the student
Yes No
Dressed appropriately

Speaking clearly and concisely to present

information

Using active listening techniques

Appropriate Body language

Eye contact with audiences & observer

Identify issues/problems/needs

Summaries or paraphrase

Responding to audiences’ questions

Closed questions to justify

Handed relevant role play document to
observer

Task Outcome: Satisfactory  Not Satisfactory 

Assessor Comments:

Assessor Name:

Assessor signature:

Role Play Observation (Assessor Checklist)

Version: 1.0
Implemented: January 2019
To be reviewed: January 2020
Responsibility: Academic Manager Page 1 of 1
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