SITXCOM005 – Manage Conflict

Student Assessment

SITXCOM005
Manage Conflict

Version: V1 1 of 42
KFQPartners Pty Ltd RTO ID: 21996 | CRICOS:
02999J
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ASSESSMENT RECEIPT FORM
STUDENT LYNEO D.
NAME: PARREÑAS V04042
STUDENT ID: SITHX30816
COURSE CODE: CERTIFICATE IV IN COMMERCIAL COOKERY
COURSE TITLE: GAGAN SINGH
TRAINER’S/ASSESSOR’S
NAME: DUE DATE
UNIT CODE AND DESCRIPTION SITXCOM005 – Manage Conflict

NOTE:
1. This form must be stapled on top of the Assessment oWrkbook upon submission.
2. This Assessment Receipt Form must be dated and signed in.

DECLARATION
1. I am aware that penalties exist for plagiarism and academic dishonesty. I am aware of
2. the requirements set by my Trainer/Assessor.
3. I have retained a copy of my Assessment.

Student Signature: Date:

ASSESSMENT RECEIVED BY AIE Staff

Name:
Date: Signature:
 ================================= Tear Here ===========================

Students must retain this as a Record of Submission.

Unit Code & Description: SITXCOM005 – Manage Conflict

AIE Student
Assessment Received by
AIE Staff Name: Student ID: V04042

Signature: Student Signature:

This page is intentionally left blank
 INTRODUCTION
This assessment booklet and tools has been designed for students undertaking face to face mode of study to
provide information before students take assessments and contains assessment tools to assess the skills and
knowledge required from students to be deemed competent in this unit.
This booklet might not be suitable for students taking other modes of study e.g., online or work based.
Please read all the information given to you by the assessor and when you receive this assessment booklet. If you
do not understand any part of this booklet, please inform your assessor/trainer.

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. 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.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of
publication.

Purpose of assessment
The purpose of assessment is to determine competency in the unit SITXCOM005 Manage Conflict.

Elements
1. Identify conflict situations.
2. Resolve conflict.
3. Evaluate conflict resolution.

Performance evidence
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:
- 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
 use a range of conflict-resolution techniques and communication skills when seeking to resolve above
situations.

Knowledge Evidence
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:
- 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
- organisational policies and procedures for complaint, conflict and dispute resolution.

Competency Requirements
To be judged competent in this unit, you will be required to demonstrate all indicators which are shown in the
Marking Guide (assessor’s document).
You must satisfactorily complete all assessment tasks to be Competent (C) in the unit. Students with
unsatisfactory completion of any of the assignment tasks will be deemed Not Yet Competent (NYC).
Assessors will ensure that the evidence collected meets the requirements of the Rules of Evidence (authentic,
current, sufficient and valid) prior to entering results into the competency record sheet.

Students unsuccessful at achieving “Satisfactory” for any assessment at the first attempt will be given two
additional opportunities for reassessment. If the student is still deemed Not Yet Competent (NYC) after two
reassessments in a unit of competency student will be required to re-enrol in the unit of competency as per the
scheduled delivery of the course. For further details, refer to AIE Trainingand assessment policy and procedure.

Outline of evidence to be collected

You must submit the following evidence to be marked competent for this unit. Your assessor will ensure that the
evidence submitted meets the Rules of Evidence which are valid, sufficient, current and authentic.
Assessment 1 –
 Completed scenario questions answered and submit to your assessor electronically
Scenarios
or paper based.
 Complete and sign the cover sheet for assessment task

Assessment 2 –  Answer all questions correctly in the multiple Questions and submit to your
Multiple assessor electronically or paper based.
Questions  Complete and sign the cover sheet for assessment task
 This is Practical Demonstration conducted in AIE campus, demonstrating:
Assessment 3 –  Managing conflicts
Practical  Ability to interact and communicate with customers and colleagues from
Observation different cultural and social groups in a non- discriminatory way
 Demonstrating respect and sensitivity
 Overcome language barriers and address misunderstandings or issues.
 Completed and sign the cover sheet for assessment task
 Assessment Tasks and Instructions
Student Name LYNEO D. PARREÑAS
Student Number V04042
Course and Code CERTIFICATE IV IN COMMERCIAL COOKERY
Unit(s) of Competency and Code(s) SITXCOM005 Manage Conflict
Trainer/Assessor GAGAN SINGH

Assessment for this Unit Details

of Competency/Cluster
Assessment 1 Scenarios
Assessment 2 Multiple Questions
Assessment 3 Practical Observation

Reasonable Adjustment
AIE works to ensure that students with recognized disadvantages can access and participate in education and
training on the same basis as other students. Disadvantages may be based, for example, upon age, cultural
background, physical disability, limited or non-current industry experience, language, numeracy or digital literacy
issues.
Where identified, that a student may require special support or where, after enrolment, it is made
apparent that the student requires special support, reasonable adjustments will be made to the learning
environment, training delivery, learning resources and/or assessment tasks to accommodate the particular
needs of the student. An adjustment is reasonable if it can accommodate the student’s particular needs, while
also taking into account factors such as the student’s views, the potential effect of the adjustment on the student
and others and the costs and benefits of making the adjustment.
Any adjustments made must:
a. Be discussed, agreed and documented in the assessment record
b. Benefit the student.
c. Maintain the integrity of the competency standards and course requirements as stipulated in the training
package.
d. Be reasonable to expect in a workplace.
Reasonable adjustment may consist of:
a. Providing additional time for students to complete learning and assessment tasks.
b. Presenting questions orally for students with literacy issues.
c. Asking questions in a relevant practical context.
d. Using large print material.
e. Extending the course duration.
f. Presenting work instructions in diagrammatic or pictorial form instead of words and sentences.
 SITXCOM005 – Manage Conflict
1. Has reasonable adjustment been applied to this assessment?

NoNo further information required YesGo to 2.

Provide details for the requirements and provisions for adjustment of assessemnt:

Student to copmlete
My assessor has discussed the adjustments with me
I agree to the adjustments applied to this assessment
SignatureDate

2. Assessor to complete
I agree the adjustments applied to this assessment are reasonable NameGAGAN SINGH

Signature Date

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 SITXCOM005 – Manage Conflict
Assessment Guidelines
hWat will be assessed
Assessment 1 & 2
The purpose of this assessment is to assess your underpinning knowledge to complete the tasks
outlined in the elements and performance criteria for this unit of competency and relating to the following
aspects:
 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.

Assessment 3
The purpose of this assessment is to assess your 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 custoemrs 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 teammember disputes in relation to at least two of the following complex matters:
o dispute or argument among work colleagues

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02999J
 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 comunication skills when seeking to
resolve above situations.
Place/Location where assessment will be conducted
 Level 11, 474 Flinders Street Melbourne VIC 3000
 Mark Street, North Melbourne VIC (AIE Comercial Kitchen)
Resource Requirements
Pen, Paper, Computer

Refer to the Assessment conditions attached to the aMpping Document located in the teacher support tools
folder or the “Assessment Conditions” for this unit in the SIT 1.0 Training Package.
For the purpose of undertaking the observations below, access to the following resources and conditions must
be ensured:
 current commercial policies and procedures for complaint, conflict and dispute resolution
 internal and external customers and colleagues with whom the individual can interact to
resolve conflicts
Instructions for assessment including HWS requirements
The assessment for this unit of competency consists of two parts, Part A and Part B.
Part A consists of 4 different scenarios, each followed by a series of questions.
Part B consists of questions to assess your underpinning knowledge relating to workplace policies and
protocols which form the basis to deal with and manage conflict.
 You are required to address all questions to achieve competence. Your trainer will provide you with
instructions for time frames and dates to complete this assessment.
 Once completed, carefully read the responses you have provided and check for completeness. Your
trainer will provide you with feedback and the result you have achieved.
 ALL tasks must be completed in legible English. It is preferred that the tasks submitted for assessments
are typed and if written that they are legible and clear, if handwritten.
 You must submit all assessments on or before the due date specified by the assessor as per the training
plan.
 Extensions for individual assessment tasks may be negotiated in specific circumstances with your
assessor/trainer. However, you need to provide genuine evidence documents when seeking an extension
to due date (e.g. extensions due to illness will require a medical certificate). To arrange an extension, you
must speak to your assessor prior to the due date. Extensions must be confirmed by the trainer in writing.
You are permitted to use dictionaries and to seek support (as required) unless it puts in jeopardy the integrity of
the assessment, your assessor will let you know if this is the case.
Unless the assessment task specifically allows pair work or group activities such as brainstorming, you must submit
your own original work and must not copy the work of other students. Plagiarismis unacceptable in AIE.
You can submit your assessment tasks through the learning management system (if applicable) or hand in hard
copies in the classroom.

Statement of Authenticity

I acknowledge that I understand the requirements to complete the assessment tasks

The assessment process including the provisions for re-submitting and academic appeals were explained to me and
I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have acknowledged or
referenced all sources of information I have used for the purpose of this assessment
Student Signature:Date: / /20

Assessment Re-attempts:
1st Re- 2nd Re-attempt Extension– Date://
(if any)
attempt
OVERALL ASSESSMENT OUTCOME (To be filled in by assessor when all 3 assessments are completed)

ASSESSMENT 1
Satisfactory Not Yet Satisfactory
ASSESSMENT 2
Satisfactory Not Yet Satisfactory
ASSESSMENT 3
Satisfactory Not Yet Satisfactory
OVERALL RESULT Satisfactory Not Yet Satisfactory
Assessor(s) Signature(s): Date: //

Student Signature Date: //

Note for students: If you are dissatisfied with an assessment outcome, you may appeal the assessment decision.
In the first instance, you are encouraged to appeal informally by contacting the assessor and discussing the matter
with them. If you are dissatisfied with the outcome of such discussion, you may appeal further to either the course
coordinator and/or Head of Department. If you are still dissatisfied, you may appeal formally and in writing to
have the result reviewed. For more information, refer to the:
 Trainingand Assessment Policy & procedures, and
 Complaints and Appeals Policy and Procedures.
 SITXCOM005 – Manage Conflict
Assessment 1: Scenarios
Read the following scenarios and answer the corresponding questions for each.
Your task:
Scenario 1:
You are working as part of the wait staff at a local restaurant. A customer
you are serving has called you over to her table and has complained that
she has found a hair in her meal. However, she has finished her meal and
there is no hair to be seen. She is visibly unhappy and demanding a refund.
This is not the policy of your restaurant.

1. Name 3 conflict resolution techniques and explain how you will use these
to resolve this conflict:
Responses
- Collaborating or Problem Solving - You and your team must work together
to determine the core cause of the problem by considering the team's various
perspectives and viewpoints on the conflict.
- Compromise - To overcome the disagreement, both parties must give up
something. This type of conflict resolution is only viable if both parties are
willing to compromise and keep the relationship alive.
- Smoothing – when the parties disagreements flare up, you play down the
situation to make it appear as if the problem isn’t serious or doesn’t exist at all.
Then each party takes a step back. Cool down, and thinks about what’s going on.

2. What are the dangers of leaving this conflict unresolved? Responses

- If the issue isn't resolved, the situation could spiral out of control, and emotions could spiral out of control. The
customer may provide a negative review/feedback about the cuisine and the lack of professionalism displayed in
person.

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 Scenario 2
You are working at a hotel that is popular with international tourists. A foreign tourist approaches you with a
complaint about his room, but you are struggling to understand his concerns due to his accent and language
barrier. You begin to understand that the customer has an issue with the cleanliness of his bathroom. He is
becoming agitated, aggressive, raising his voice and speaking quickly. He has crossed his arms and looks stiff and
tense, as well as frowning at you. How will you manage this customer’s complaint? Answer the following
questions based on this scenario.

1. What are the signs in this situation that conflict is occurring?

Responses

Customer is getting aggressive and fomented and is raising his voice which shows that contention is
happening. And his body act additionally shows this. He is in any event scowling.

2. How could you overcome this communication barrier? Responses

- Start off on a bright note, and don't let your emotions influence your tone, gestures, or body language. Maintain eye
contact with your audience and provide a genuine, warm grin.

3. What actions can you take to resolve this complaint?

Responses

Apologise for the circumstance

- Respond to his complaints and if appropriate, apologise for the situation and propose a solution to the
problem
- Take action to ensure that the proposed solution is followed up

and offer them another room or a

free dinner till the
housekeeping group fix up the
issue.
Apologize for the circumstance and offer them another room or a free dinner till the housekeeping fix up the issue.
4. hWat actions can you take to prevent this situation from happening again in the future? Responses
Analyze the issue and discover a perpetual arrangement. Administrators should check each room before it is
appointed to any client.
.

5. What actions could management take to assist employees to improve their

communication with international customers?
Responses

- Train the current workers or utilize new individuals who can speak with outsiders.
Scenario 3
Some hostility has been occurring among your work team as Sarah and James always receive the weekend off,
and the rest of the team is required to work both Saturdays and Sundays. The other employees are beginning to
resent Sarah and James for always receiving the weekend off work. The team rarely works with Sarah and James
due to this rostering, and when they do, there is conflict. The other employees hold fixed opinions about Sarah
and James and as a result, the working environment has become tense and there has been a lot of gossip. The
conflict has not been resolved and is therefore increasing in severity. As a result, arguments have occurred
between Sarah and other employees. There has been a notable decrease in productivity.

1. Conflict theory can be divided into the following parts:

1) Signs
2) Stages
3) Levels
4) Factors involved
5) Results

Using the scenario, apply the situations to the relevant parts of conflict theory listed above. Which
aspects need to be addressed by you as the manager?
Responses
- Talks and differences are signs that show struggle is happening between your colleagues
- The question has entered the phase of worry of extent, as its negative practices overload the working connections of
colleagues with Sarah and James.
- Rostering and great correspondence influenced this debate enormously
- If the debate is permitted to continue, it might prompt an emergency

2. As the manager of this team, describe why you believe this conflict is occurring between Sarah and James
and the other team members.
Responses
- The contest is occurring on the grounds that the group heads have various measures and perspectives on what
makes an “adequate program”.
 3. During the initial stages of this conflict, team members were uncomfortable about the rostering situation but
did not argue about the issue. Describe the stage of conflict that this situation has reached. What will happen
if it is ignored further?
Responses
It might be built up that this circumstance has entered the phase of pressure in light of the fact that the working
connections have been affected for the more regrettable by the set rostering perspectives in the group heads.

4. How can you use communication techniques to effectively manage the conflict within your team and
work well with the other members?
Responses
- Converse with senior administration in a loose and skillful manner about your interests.
Clarify how the question impacts the workplace of the group beside the individual
interests

5. How can management work with you to determine and implement a possible solution to this conflict?
Responses

- Management should hold a gathering with every single invested individual and permit every individual to communicate
their perspectives without interference. The board will help move the group towards an answer and present another list that
happens to all workers.

6. What results will be achieved if this conflict is managed effectively? Responses

If the debate is dealt with effectively, a success/win result can be accomplished. The assurance of the group is
potentially proved when people comprehend that administration considers all perspective and acts in like manner
 Scenario 4
A customer at your bar appears to have become drunk and disorderly. He is knocking over drinks, talking loudly
and has begun arguing with a new staff member working next to you at the bar when she refuses to serve the
customer. You notice that his behaviour is becoming increasingly threatening to customers and your fellow staff
member, who is becoming frightened of the situation.

1. How might this situation escalate if you do not respond appropriately? Responses
- Customer collisions are difficult and occasionally dangerous.. The success of a choice is determined by the parties' connections
and mental states. Drugs, alcohol, and exhaustion can all affect a person's mood.

These problems must be addressed in terms of the level of risk they pose. If the person is under the influence of drugs or
alcohol, their reasoning ability is impaired, and your response must be tailored to the scenario.

2. What actions will you take and what resources can you use to effectively address this situation and
prevent escalation?
Responses
- The power of medications makes it clear what the desired conduct is, and if help is needed, the person can be
discharged. You can also seek assistance from your manager or call security or the police.

3. Which documentation do you need to complete in this instance? List 3 instances which
must be recorded associated with conflict situations in a workplace and explain the reasons why this needs
to occur.
Responses
- Every situation should be documented, including the date of the incident, the details, the employee
engaged, and the steps taken to solve the problem. Because the situation is so serious, it's important to keep
track of the conflict and how it's being resolved for legal purposes.
Part B – Questions Workplace policies and protocols to deal with and manage conflict
1. Outline the common procedures and policies which could be part of a company policy regarding the
requirements for reporting and management of conflict. What does this need to include?
Responses

- Discuss problem
- Confirm the problem
- Brainstorming
- Agree and take actions immediately
- Follow up on the issue

2. What are the regulatory, industrial, and legislative requirements related to the handling of disputes?
Responses

Bosses have a lawful; obligation under government and state law, example, against EEO, and WHS, to guarantee that work
environments are sheltered from threat, including mental perils. Mental clutters are frequently seen to be harassing misuse and
preference. A business can be considered answerable for any illicit lead in the work environment except if they can show that
every suitable advance were take n to discourage unlawful conduct.

3. Explain the variety of communication skills which could be employed to ensure the effectiveness of
dealing with conflict and conflict resolution.
Responses

Undertakings must guarantee that contentions are settled appropriately and rapidly. Businesses have a legitimate commitment
under state and government law to guarantee working environments are
liberated from hurt including physiological perils, for example, non-segregation, EEO, and WHS.

Undertakings must guarantee that

contentions are settled appropriately
and rapidly.
Businesses have a legitimate
commitment under state and
government law to guarantee
working environments are liberated
from hurt including physiological
perils, for example,
non-segregation, EEO, and WHS.
4. hWat are the procedures where conflict involves drugs, alcohol or violence? Responses

-On the off chance that the

contention includes medications,
liquor or brutality then the
included individual ought to be
5. hWat should be covered in an induction program with regards to conflict situations? Responses

It is significant that laborers

expelled
comprehend fromwhat
the premises
is viewedwith
as
the assistance of security
unlawful direct in the work
and on the offand
environment, chance
whatthat it they
ways
circumstance
have availableistoantagonistic,
them to raisepolice
their
ought to be called. During
interests.
this
Thissecurity
includesofthe
different
people in power
representatives
to whom they will andimpart,
different
andclients
ought to be given
interchange movesfirstto
inclination.
make on the off chance that they
On the off chance that the contention includes medications, liquor or brutality then the included individual ought to
be expelled from the premises with the assistance of security and on the off chance that it circumstance is

are not fulfilled about how their

antagonistic, police ought to be called. Duringthis security of different representatives and different clients ought to
be given first inclination.

protests were dealt with.

It is significant that laborers comprehend what is viewed as unlawful direct in the work environment, and what ways they have available to
them to raise their interests. This includes the people in power to whom they will impart, and interchange moves to make on the off chance
that they are not fulfilled about how their protests were dealt with.
6. To whom (other than the HR department) should escalated conflict situations or problems be reported in an
organization?
Responses

Heightened strife circumstances or

issues ought to be accounted for to
administrators,
senior administration or councillor
Heightened strife circumstances or issues ought to be accounted for to administrators, senior administration or councillor

7. hWat is the purpose of evaluating conflict situations? Provide examples how this could be achieved
effectively.
Responses
- Evaluating conflict situations is crucial for establishing responsibility and monitoring conflict management approaches and resources
currently in use. Assess whether the approach and the dispute are well-matched, taking into account the urgency of the situation, the value
of the relationships, and the power balance between the parties. Conflict Resolution Skills Examples A supervisor's assertiveness in convening a
meeting between two employees who have been involved in a public quarrel. A human resources representative uses interviewing and active
listening skills to determine the nature of a problem between a supervisor and a subordinate.
 SITXCOM005 – Manage Conflict

ASSESSMENT 1 Scenario 1
ASSESSMENT 1 Scenario 2
ASSESSMENT 1 Scenario 3
ASSESSMENT 1 Scenario 4 Additional Satisfactory
Questions (Part B)
Overall ASSESSMENT 1 RESULT
Feedback to Student:
ASSESSMENT 1 OUTCOME
Satisfactory Not Yet Satisfactory
Satisfactory Not Yet Satisfactory
Satisfactory Not Yet Satisfactory
Not Yet Satisfactory
Satisfactory Not Yet Satisfactory
Satisfactory Not Yet Satisfactory

Assessor(s) Signature(s): Date: //

Student Signature Date: //

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 SITXCOM005 – Manage Conflict
ASSESSMENT 2 – Multiple Questions
Your task: Answer the following question.

Question 1:
Connect the cause of conflict with the relevant definition: (Part 1)
Poor communication when one person is more diligent than another, the
teamwork environment can become unbalanced. (4)
Differences in work all individuals have differing views on who said what, how things
ethics should be done, what priorities should be given to various tasks
and so on. When 2 people disagree on these things, conflict can
easily arise. (2) people naturally bond with those they feel a sense of
Content matters similarity or likeness with. When personalities differ
significantly, working relationships can suffer. (3)
probably the root cause of most workplace conflicts, poor
Clashes in personality communication skills and communication barriers such as
prejudice, selective hearing and rigid opinions can lead to
unnecessary conflict and cause
conflicts to escalate. (1)
Question 2:
Connect the cause of conflict with the relevant definition: (Part 2)
Incompatible when routines, environments and/or staff change, people react in
expectations different ways. Many people are threatened by change and fear of
the unknown. (3)
Organizational an essential part of providing quality customer service is
structure satisfying customer needs and expectations. If this isn’t achieved,
then a complaint may arise. (1)
Change when job roles and work procedures aren’t clearly defined,
tension is likely to arise within the work environment. It is
important for staff to know what is expected of them so they
can get on with the tasks
they are responsible for. (2)

Question 3:
In the workplace conflict is likely to develop between the following parties: (Tick the correct answers)
With a colleague
Between work teams
Government officers
Between staff and management
Between suppliers
With a customer
Between customers
Within the organization

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Question 4:
Why can internal conflicts be beneficial for an organization? The following statements are: (Answer true or
false in space provided)
True or False
When disagreements arise it generally means that there is an internal problem
which, when identified and managed well, could result in better work processes TRUE
and better working relationships.
Work conflicts are usually a sign of poor management practices as well guided
teams do not cause conflicts. TRUE
Work conflicts can demonstrate that staff are taking responsibility for an issue
and that they are proactive and passionate about their work. TRUE

Question 5:
Which essential skills are required to spot conflict in the early stages? (Tick the correct box indicating true
or false)
True False
You should learn to read individuals and gauge potential
confrontations.
By recognising signs of conflict, you may then be able to intervene and avert a
conflict situation.
When recognising signs of conflict you need to wait until the flashpoint to get a true
picture of the problem.
It is essential to keep your finger on the pulse and detect the signs of conflict
early.

Question 6:
The following behavior or body language could indicate an existing or arising conflict situation: (Tick the correct
answers)
Angered tone
Avoidance or absenteeism from work Cold
or flu
High accident or error rate
Lower productivity
Raised or harsh voice Showing
signs of impatience
Tense, stiffened posture and face
Tiredness
Use of positive words – Yes, I can, I will

Question 7:
Connect the stages of conflict in the correct order:
Step 1 Misunderstandings 3
Step 2 Tension 4
Step 3 Discomforts 1
Step 4 Crisis 5
Step 5 Incidents 2

Question 8:
Connect the stages and signs of conflict according to the Conflict Resolution Network Australia to the
appropriate definition:
Misunderstandings Perhaps nothing is said yet. Things don't feel right. It may be
difficult to identify what the problem is. (4)
Tension Here a short, sharp exchange occurs without any lasting internal
reaction. Has something occurred between you and someone else that
has left you upset, irritated or with a result you didn't want? (5)
Here motives and facts are often confused or misperceived. Do your
Incidents thoughts keep returning frequently to the problem? (1)
Behaviour is affected, normal functioning becomes difficult,
extreme gestures are contemplated or executed. Are you dealing with
Discomforts a major event like a possible rupture in a
relationship, leaving a job, violence? (3)
Crisis Here relationships are weighed down by negative attitudes and fixed
opinions. Has the way you feel about and regard the other person
significantly changed for the worse? (2)

Question 9:
There are 3 typical tactics used when faced with conflict. Match the 3 tactics to the relevant actions:
1. Avoid the situation 2. Defuse the situation 3. Face the
situation

 Admit the conflict  Deny the conflict  Smooth things over

exists
 Raise the issue
exists  Delay dealing with the
 Avoid the people issue
 Confront the
situation
involved  Downplay
(3)  Keep the problem to significance
yourself (1) (2)

Question 10:
The following are reasons why one or both parties might not be interested in reaching a solution during
conflict. Connect the correct explanation to the relevant reason:
Resentment Trying to get under the skin of the opponent (1)
Jealousy One person may be in power or has gained more than the
other (5)
Enjoyment of If major belief is affected
conflict (4)
Need for apology Personal dislike and mistrust (2)
 Principles Too proud to take a step (3)

Question 11:
Identify the 5 conflict resolution techniques used with the “TKI” tool: (Tick the correct answers)
Competing Commanding Accommodating Avoiding Appealing Compromising Confronting Collaborating

Question 12:
If you are involved in a conflict situation you should take the following actions to resolve the issue: (Tick the
correct box indicating true or false)
True False
Any unresolved conflict can never escalate out of control as there is a code of
conduct in every workplace.
If a conflict situation is allowed to escalate then problems which could have been
addressed quite simply may turn into a volatile situation.
When dealing with conflict you should find a location in a populated area, such as
a busy office or front-of-house location so that you have witnesses.
If the conflict situation is to be fixed, both parties need to participate in the process.
If you are involved in a workplace conflict situation, you should take the initiative
and begin dealing with the situation.

Question 13:
How do communication skills affect conflict resolution? (Tick the correct box indicating true or false)
True False
Effective conflict resolution relies heavily on communication skills.
In any situation we need to consider: “it’s not what you say, it’s how you say it!”.
When dealing with an escalated conflict, the communication style and how it
may be received by others is the least important issue.
Tread carefully, courteously and discreetly; being headstrong, stubborn, raising your
voice and/or laying blame will not help the situation.
Whether it is an issue with a colleague or a customer, always try to move the
discussion to a busy area to have witnesses in case the issue escalates.
Question 14:
Match the type of person to the related behaviour:
Assertive person States their opinions tactfully 1
Is respectful of others 1
Favours their own opinions 2
Aggressive Attacks or disregards other viewpoints 2
person Focuses on mutual solutions 1
Focuses on winning 2

Question 15:
How can the emotional state of a person affect how a conflict is handled? (Answer true or false in space
provided)
True or
False
An issue can engage all your thoughts and emotions and prevent you from
rationally, objectively and calmly analysing the core problem. TRUE
If emotions are removed from the conflict situation then it is unlikely it will be
resolved. TRUE
If someone is screaming and shouting, then the conflict will be escalated, rather
than resolved. TRUE
Staying calm and objective is a much better option than screaming. Unmanaged TRUE
emotions cannot impede conflict resolution as the attention is always focused on
the issue at hand rather than the emotions involved.
TRUE

Question 16:
What is the importance of empathy when dealing with conflict? (Tick the correct box indicating true or
false)
True False
Empathy is our ability to see or feel things from another person’s point of view.
Empathy is the same as sympathy, which means we feel sorry for someone else.
Empathy arises from our deeper knowledge of another person, the level of respect
that we feel for them and the ability to put yourself in someone else’s place.
Using passive listening helps you to develop empathy.
Using empathy in conflict situations enables you to act more professionally;
understand situations more clearly; instill confidence that a solution can be reached;
and encourage working relations.

Question 17:
How do organisational policies, procedures and constraints affect solutions of conflicts and complaints with
customers? (Tick the correct box indicating true or false)
True False
Problems may arise due to differences in cost and lack of availability of suitable replacement products.
Financial impacts are of little importance as long as conflicts and complaints can be dissolved
satisfactorily.
There may be an organisational policy in place on exchanges and refunds, for example if a tour is
cancelled, you may be required to find an alternative date or similar service.
If you are in doubt about a particular situation you need to follow your instincts and let common sense
prevail.
When dealing with conflicts and complaints it is essential to take into consideration organisational
policies, procedures and constraints.
Some conflict situations will need to be escalated or referred to other parties. This may be your
supervisor, an HR representative, or a workplace counsellor
Whatever the situation, it is essential that you follow your organisation’s policies and procedures.
Otherwise you may find yourself in a difficult situation – and make the conflict worse

Question 18:
The following statements related to the purpose and uses of mediation are: (Answer true or false in space
provided)
True or
False
In a workplace situation, mediation is advisable when communication has broken
down or when it is important to preserve relationships.
TRUE
Mediation can help the parties to rediscover common links in the relationship
rather than focusing on the differences. TRUE
Mediation is a process in which an intermediary (a 3rd person) helps parties to
negotiate a solution in a dispute. TRUE
Mediation is commonly used to make a decision for parties who are unwilling to
make a decision on their own. TRUE
The intermediary can act as a referee as they are then involved in the issue.
The most important skills for a mediator are passive listening skills. TRUE
TRUE

Question 19:
What are the organizational and legal requirements for documentation of conflicts? (Tick the correct box indicating
true or false)
True False
Depending on the situation and seriousness of the conflict, it may be necessary to
document the conflict and the resolution process.
Documentation may be necessary for legal compliance or simply as an established
business policy, so that there is documentary evidence of the conflict resolution
attempts in case the situation worsens.
Commonly, serious issues are reported in an incident report and must be lodged with
Industrial Relations.
It is essential that all documentation is completed very soon after the process, so that all details are
clear and accurate.
It may also be helpful for your own personal record to keep track of details surrounding the incident as
they may be of use in the future.

Question 20:
Connect the steps for resolving a customer complaint with the correct actions:
Listen ensure that the proposed solution is followed through. (3)
Understand use empathy to understand the problem and summarise and paraphrase the complaint
so that the customer is sure you
understand. (2)
Respond inform the customer of the results so that they know the situation
has been dealt with. (5)
Act use active listening and questioning techniques to find out details
of the complaint. (1)
Follow up if appropriate, apologize for the situation and propose a solution
to the problem. (4)

Question 21:
Identify the correct examples of dangerous or threatening conflict situations: (Tick the correct answers)
Foreigners gesticulating and seemingly arguing in their native
language
Intoxicated or drug-affected patrons
People entering a shop wearing a cap and dark sunglasses People wearing
bulging objects underneath their clothing People who appear violent of
threatening
People with guns
When patrons refuse to leave or be pacified When
someone has been injured

Question 22:
Which actions should you take if you encounter a dangerous conflict situation? (Tick the correct box
indicating true or false)
True False
Getting assistance may involve asking your manager for help or calling security or
the police.
Housekeeping staff are commonly trained to lock themselves in a room in the event
that a visitor goes crazy.
If a workplace conflict gets out of hand you must personally remove any violent
party from the premises.
If drugs or alcohol are involved, state clearly what the desired behaviour is and,
if needed, get assistance to remove the person.
It is a requirement for employers to provide information and training for dealing with
emergency and other procedures.
TH&E business have procedures for dealing with dangerous and threatening situations, which vary
between businesses.
The exact natures of the dangerous situations vary, however the responses will remain the same in
every situation.

Question 23:
What is a grievance and how must a grievance be dealt with to meet legal requirements? (Answer true or false
in space provided)
True or
False
If conflict resolution fails then either or both parties may choose to submit a formal
complaint, either verbally or in writing, to their supervisor, manager or Human TRUE
Resource department, which is referred to as a grievance.
It is important that businesses ensure that grievances are handled properly and
quickly as failure to do so could have serious legal consequences for the business and
its management. TRUE
Once a complaint has been lodged formally, the grievance must be dealt with in a
particular manner.
Workplace grievances are usually lodged as a result of unfair treatment in TRUE
the workplace, such as discrimination, sexual harassment or bullying.
Workplaces grievances do not relate to workplace rules, work assignments TRUE
and performance appraisals.

FALSE

Question 24:
A business must ensure that all reasonable steps are implemented to avert unlawful behavior. Identify the correct
measures which assist to achieve this requirement: (Tick the correct answers)
Implement a code of conduct outlining what is and is not acceptable behavior
Take proactive steps to prevent antisocial behavior Implement training
sessions for correct behavior and etiquette Employ a part-time counselor
Implement a complaint/grievances procedure Install a
security camera
Take appropriate action to deal with grievances in a timely manner

Question 25:
The following steps are part of procedures for evaluating conflict resolutions effectively: (Answer true or
false in space provided)
True or
False
Seeking and providing feedback on the incident from all parties concerned
TRUE
Evaluating and reflecting on what happened TRU
Review and development of professional conduct procedures Judging the E
effectiveness of the solution TRU
Assessing the effectiveness of punitive measures E
Addressing the causes, providing suggestions for improvements TRU
E
TRU
E
TRU
E

ASSESSMENT 2 OUTCOME
ASSESSMENT 2 Satisfactory Not Yet Satisfactory
ASSESSMENT 2 RESULT Satisfactory Not Yet Satisfactory
Feedback to Student:

Assessor(s) Signature(s): Date: //

Student Signature Date: //

 SITXCOM005 – Manage Conflict
ASSESSMENT 3 – Practical Observation
You will be observed demonstrating how you resolve 3 escalated complaints or
PART disputes (to be selected from the list below/” Nature of problem”) with customers.
A
hWen solving the complaints or disputes you are required to apply a range of
conflict-resolution techniques and communication skills. The observation criteria
below provide an indication of the expected performance requirements.
Instance Date Duration from... to... Nature of problem (3 must be
selected in total for
instances 1-3)
Instance 1: 

 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
 Brief Overview of the nature of problem




Work or

Instanc Service  Nature of problem (3 must be

e 2: Context: selected in total for instances 1-3)
 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
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Brief Overview of the matter/problem:






WorkorService Context:
Instance 3:
Nature of problem (3 must be selected in total for
instances 1-3)
 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

Brief Overview of the matter/problem:





WorkorService Context:

Criteria 1. 2.Instance 3.Instance

Coment
In S NYS S NYS
s (if
Conducts in a friendly manner Communicates st any)
in a respectful manner Identifies the issue(s)
correctly Remains objective at all times an
Listens to what the person(s) say(s) Uses
ce
empathy where relevant
Employs appropriate Questioning techniques to assist S
in clarification of issues
Uses open body language Uses
N
clear language
Identifies resources as relevant (e.g. Y
Organisational Policies)
S
Uses resources as relevant:

Agrees on nature of details:

Pro-actively seeks a solution within job
role/organisational policies/constraints Identifies
potential impacts on the business Considers legal
implications:

Implements agreed solution:

Completes organisational reports as relevant:

Communicates recommendations/ issues with

staff or management as relevant:

Displays a professional can-do attitude when dealing

with customer service issues
Pro-actively identifies and deals with issues as these
arise
PART B

You will be observed demonstrating how you resolve 2 team member disputes (to be selected from the list
below/” Nature of problem”) with customers. hWen solving the complaints or disputes you are required to apply a
range of conflict-resolution techniques and communication skills. The observation criteria below provide an
indication of the expected performance requirements.
InstanceDate Duration from... to... Matter/problem(2 must be selected in total for instances 1-2)

Instance 
1: dispute or argument among work colleagues
job duties or rosters
lack of competence
w orker m istake
dismissal
cultural misunderstanding

Brief Overview of the matter/problem:









WorkorService Context:
Instance
2: Matter/problem (2 must be selected in total for
instances 1-2)
 dispute or argument among work colleagues
job duties or rosters lack of competence worker
 mistake dismissal culturalmisunderstanding




Brief Overview of the matter/problem:








WorkorService Context:

Criteria 1. 2.Instance 3.Instance

Coment
In S NYS S NYS
s (if
Conducts in a friendly manner Communicates st any)
in a respectful manner Identifies the issue(s)
correctly Remains objective at all times an
Listens to what the person(s) say(s) Uses
ce
empathy where relevant
Employs appropriate Questioning techniques to assist S
in clarification of issues
Uses open body language Uses
N
clear language
Identifies resources as relevant: Y
S

Uses resources as relevant:

Agrees on nature of details:

Pro-actively seeks a solution within job

role/organisational policies/constraints Identifies
potential impacts on the business Considers legal
implications:

Implements agreed solution:

Completes organisational reports as relevant:

Communicates recommendations/ issues with

staff or management as relevant:
Displays a professional can-do attitude when dealing
with customer service issues
Pro-actively identifies and deals with issues as these
arise
PART C

You will be observed demonstrating how you take appropriate action during 2 threat or conflict situations. hWen
seeking to solve or manage the relevant situations, you are required to apply a range of conflict-resolution techniques
and communication skills. The observation criteria below provide an indication of the expected performance
requirements.
Instance Date Duration from... to... Threat/Conflict (2 must be selected in total for
instances 1-2)
Instance 
1: 
 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

 Brief Overview of the matter/problem:









Work or Service
Context:
Instance Threat/Conflict (2 must be selected in total for instances 1-2)
2:  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
Brief Overview of the matter/problem:










WorkorService Context:
 SITXCOM005 – Manage Conflict
Criteria 1. 2. Instance 3. Instance
Coment
In S NYS S NYS
s (if
Conducts in a professional manner sta any)
Communicates in a respectful manner
nc
Identifies the issue(s) correctly Remains
objective at all times e Uses resources
Listens to what the person(s) say(s) Uses as relevant:
S
empathy where relevant
Employs appropriate Questioning techniques to assist in N T
clarification of issues a
Uses open body language Uses Y k
clear language e
S
Identifies resources as relevant: s

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s

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s
u
r
e

t
h
e

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a
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 SITXCOM005 – Manage Conflict
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 SITXCOM005 – Manage Conflict
n e
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 SITXCOM005 – Manage Conflict

ASSESSMENT 3 OUTCOME
ASSESSMENT 3 INSTANCE 1
Satisfactory Not Yet Satisfactory
ASSESSMENT 3 INSTANCE 2
Satisfactory Not Yet Satisfactory
ASSESSMENT 3 INSTANCE 3 OVERALL Satisfactory Not Yet Satisfactory
Satisfactory Not Yet Satisfactory
ASSESSMENT 3 RESULT
Feedback to Student:

Assessor(s) Signature(s): Date: //

Student Signature Date: //

Final Assessment Record

Student Name
LYNEO D. PARREÑAS
Course Course
CERTIFICATE IV IN COMMERCIAL
Code
COOKERY SITHX30816
Class/Group
Unit of Competency SITXCOM005 – Manage Conflict
Assessment: (as applicable) Student Results:
1. Scenarios Satisfactory Not Yet Satisfactory
2. Multiple Questions Satisfactory Not Yet Satisfactory
3. Practical Observation Satisfactory Not Yet Satisfactory
Overall, the candidate was assessed as:
Competent Not Yet Copmetent

Feedback to candidate on overall performance during assessemnt:

The candidate requires the following skill development before re-assessment:

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 SITXCOM005 – Manage Conflict

The candidate has been provided Name of Assessor: GAGAN SINGH

with feedback and informed of the Signature of
assessment result and the reasons Assessor:
for the decision. Date:
I have been provided with feedback
on the evidence I have provided. I Name of
have been informed of the Candidate: LYNEO D. PARREÑAS
assessment result and the reasons Signature of
for the decision. Candidate:
Date:

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