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Qualification [Title] – Certificate IV in Commercial Cookery

Unit Name & Code SITXCOM005 Manage conflict

Student number QFC2014864

Student name Sujit Gautam

Student email Gsujeet12@gmail.com

Assessor name Angel Ranjit

Assessment due date 02/06/2021

Submission date Attempt 1 Date: Attempt 2 Date: Attempt 3 Date:

02/06/2021
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Qualification [Title] – Certificate IV in Commercial Cookery
Unit Name & Code SITXCOM005 Manage conflict

Student Number QFC2014864

Student Name Sujit Gautam
Primary Assessor’s Angel Ranjit
Name
Assessment date 02/06/2021
Submission date Attempt 1: Attempt 2: Attempt 3:

02/06/2021
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Instructions to the student:
 Complete ALL questions of the written assessment as per instructed by your
trainer/assessor.
 Ensure you read the question carefully.
 If you have difficulty answering the question, you must at least make an attempt to
answer it.

Identify conflict situations

Due to the nature of the hospitality and tourism industries having long hours, stress, and
increasing demands from customers and employer's conflict can often arise.
Therefore, it is important that we recognise the tell-tale signs of a possible problem before it
escalates.
Q1. Give four signals that you can you look for, to identify a possible conflict situation:
1. clearly voice
2. physical contract
3. eye contact
4. facial expression

Q2. What barriers to communication can lead to an escalating conflict?

when we are conversion enable to understand the communication, lack of trust using bad
word can be lead the escalating conflict.

Q3. Give three ways these barriers can be overcome:

The three way of barriers can be overcome are; be polite with customer ,using respective
word to everyone ,be clam and listen everything .

Q4. In what ways can conflict occur between two staff members in your workplace?
In the workplace when it’s become busy and loaded for staff ,different personality, and their
personal problem can be occurs the conflict in workplace between two staff.

Identify conflict situations

CASE STUDY

Q5. It is a Saturday evening and a couple enters your restaurant. You greet them with the
usual pleasantries, saying, “Good evening sir/madam, a table for two?”

The gentleman responds, “Well, does there look to be more than two of us?” You then show
them to their table and give them the menu and ask if they would like a pre-dinner drink.
With that, the man responds, “We have not even had a look at the drinks list, how would we
know what we would like to drink?”

What type of behaviour is the customer demonstrating?

The customer shows the bad behaviours if there is not menu they can ask for that but they
say directly
here.

What feelings could this customer’s behaviour and language trigger in you?
In the hospitality sector we need to face several customers so in here I can make smile face
and give them to menu and be apologies for that.
What other signals could alert you to this customer being a problem?
Customer gives the more complain and taking with rude behaviours

What methods could you employ to diffuse any possible conflict with this customer?
Clearly communication with them , be clam , and listening them .

Resolve conflict situations

Q6. Why is it important to deal with conflict situations quickly?

It’s important to deal quickly because of its going through the out of the hand of company
and its doesn’t hamper the company policy and procedures.

Q7. Give two possible consequences of not dealing with conflict situations in a professional
and timely manner?
1. its hamper the relationship of staff in workplace.
2. effect in the performance and their productivity.

Q8. Why do you need to consider each party's point of view when resolving a conflict
situation?
we need to consider both parties point of view before taking the conclusion because of we
need to know about conflict situation better to find out the problem and solve it.

Q9. How would you do this?

Firstly, I can understand and good communicated with the customer and be clam always
while dealing with customer and also try give then best to make the conclude of that and
doesn’t hamper anything in workplace.

Resolve conflict situations

Q10. What are the six steps in handling a conflict resolution?

1.agree to talk and establish ground rules for the discussion . such as be respect ,no cursing
so on

2.take turns in explaining yours feeling and thoughts about the situation.
3. identify the conflict

4. take turns in exploring options to resolve the conflict

5. both parties are agreed and take a conclude of that

6. determine the resolution each party has in the resolution.

Q11. What information would you need to record the details of a customer complaint?
Name of customer , contact detail of customer , time , reason of complaint so that is easy
for next time , their email .

Q12. What is meant by the term ‘win-win’ when resolving conflict situations?
win- win conflict situation is refer as both parties disputes win form their side. It’s come
opportunity to come to a mutually benefits.

Q13. What is meant by the term ‘win-lose’ when resolving conflict situations?
It’s is the result when only one side perceives the outcome of positive. its only focus is on
immediate without looking the relationship.
 Evaluate conflict situations

Q14. Why is it important to evaluate the solutions to conflict situations?

It’s is importance to evaluate the conflict situation because worker and manger can achieve
the goal and also for prevent such conflict in future.

Q15. Why do you think it is important to identify the causes of a conflict situation?
It’s is necessary to know about the conflict situation due to its doesn’t happen in Coming
period and business going smoothly .

Q16. Why should you follow up with all parties involved after resolving a conflict situation?
It’s is importance to both parties involves to conclude because of both party are agree with
the conclude and in the future time that doesn’t create the any issues so their both parties
need to agree.

Responsible service of alcohol

Q17. Which of the following are principles of Responsible Service of Alcohol? (Tick ALL of the
correct answers below).

r Monitoring patrons drinking

r Refusing service to intoxicated patrons

r Offer low alcohol or non-alcoholic beverages as an alternative

r Don’t embarrass a person who has been drinking

r Offer to call a taxi to drive the person home

Q18. Name five benefits of having a strong responsible service of alcohol policy in a licenced
hospitality venue:
1. age limitation
2. good service to the customer
3. quality of customer
4. minimise property damage
5 avoid legal and financial penalties.
Q19. Give an example of a hospitality situation where groups may be in conflict with one
another:
In the hospitality sector there may be in conflict in their people and their staff in busy time
or in overload time , at this time may be higher post such as chef is rude with other staff and
their performance is not good and also one customer speak with bad word to the staff .

Written Assessment Record

SITXCOM005 Manage conflict
Student name:

Date:

Element 1 Identify conflict situations

Element 2 Resolve conflict

Element 3 Evaluate conflict resolution
Has the student
satisfactorily completed
all areas of this
assessment?

Which areas of this

assessment has the
student NOT completed
satisfactorily?

Assessor’s comments:
Assessor’s name and signature:

Sample Answers:

Activities
COPYRIGHT AND DISCLAIMER

Copyright © 2016 Training Resource Solutions Pty Ltd (ACN 153 055 166) of 2/3 Austral
Place, Hallam, Victoria, 3803.

All rights reserved. No part of this work may be reproduced or copied in any form or by any
means (graphic, electronic, or mechanical, including photocopying, recording, taping or
information retrieval systems) without the written permission of the copyright owner,
Training Resource Solutions Pty Ltd.

The information contained herein is provided on the understanding that it neither

represents nor is intended to be advice and that neither the publisher nor author is engaged
in rendering legal or professional advice. While every care has been taken in its preparation
no person should act specifically on the basis of the material contained herein. If expert
assistance is required, competent professional advice should be obtained.

Training Resource Solutions Pty Ltd, its directors and authors or any other persons involved
in the preparation and distribution of this publication, expressly disclaim all and any
contractual, tortuous or other form of liability to any person (purchaser of the publication or
not) in respect of the publication and any consequences arising from its use by any person in
reliance upon the whole or any part of its contents.
ACTIVITY 1

Name two situations which you have seen in a workplace that have lead to a conflict
situation
The two situation of conflict that is happened in workplace are a.poor
service b. noise or poor behaviour

Why is it important to identify a conflict situation quickly?

It is importance to identify the conflict situation quickly because of the
Situation doesn’t go through the hand of work place and its doesn’t affect the company
policy and procedure.

Give two signs or signals that indicate a person is upset with a situation
Cate
The two signal or signs that indicate a person is upset with a situation cate
are;
1.slowed productivity
2.facial expression

ACTIVITY 2

Give two examples of ‘open questions’

The two example of open question are ;

1.when did that happened?

2.why do you do that?

Give two examples of ‘closed questions’

The two example of closed question are ;
1. did you say she was lazy?
2.Is that table in your section?
 Give three examples of ‘non-verbal communication’
The three example of non-verbal communication are;

1. their facial expressions.

2. the distance they stand from you.

3.The look in their eyes.

Explain three ways to give effective feedback

The three way to give effective feedback are ;
1.you should be clean and need to speak clear voice .
2. Be complete and give all the information
3. Don’t wait for a quarterly review

Explain what is meant by a ‘Killer phrase’

Killer phrase is those phrases which show to the another persons that is Not interest with
the communication which is going with you. There are some examples of killer phrase like as
we don’t have time, we already do It and boss attitude.

Explain what is meant by personal space

Person space is known as to maintained the distance to the another Person which make
comfort to talk with another person in any Zone so that that person feels securing from
you .such as intimate Zone ,social zone and police zone as 5cm to 46 cm ,46cm -1.2m and
1.2m to 3.6 m respectively .

Give three elements of Active listening

The three element of active listen is given below ;

1.facing the person and look them in an eye

2.Be polite every time.

3.always be smile while taking with customer.

In communication:

10% of a message is taken in through words

30% by the tone of the voice and the final
60% through body language

ACTIVITY 3

Explain what is meant by a win-win situation

Win-win situation is that type of situation where the both person Participate
to solve the conflict situation where the both parties Are agree to the
conclude and its always be benefits for the workplace In order to achieved
the goal of the company .

Give two examples of ways you can show understanding when discussing a conflict
situation with a person
The two examples of ways that can show understanding discussing conflict with a person are
;

1.speak clearly to customer and be always polite with them .

2.good conversation with then and hear their word and convenes them.

Why is it important to get an agreement on how to resolve a conflict situation?

Its is important to get an agreement to solve the conflict situation In workplace we can
solve ASAP because of when we solve the Conflict its takes many advance for company
such as its create the Good relationship between the staff and its automatically help to hit
The goal of company .and conflict create a lot of problem to be in there So solving the
conflict can turn into the good relationship. And all the
Give an example of how we can follow up after a conflict situation Staff do there best to face
the challengers and problem together.

would you choose to listen and discuss a conflict situation?

I would like to chose peaceful and quit zone to solve the conflict situation due to in that area
we can easily understand the conflict and their outcome .
when we are that area ,both person can focus the problem and its create the solving
outcome . here we can take the help of any other mediation to solve it

When resolving a conflict situation, is it best to be a “Judge’ or a “Mediator”?

When we are solving the conflict situation we can take the mediator help because of its give
some better solving to solve that situation in easy way.

Why?
a. We don’t need to face legal issue .
b. Its less expensive and faster.
c. Its less risky .
d. mediation save the relation between staff and customer, help to Solve and private as well.
ACTIVITY 4

Complete the form on the following page for a simulated complaint at a hospitality,
tourism or travel venue.

Complaint Record

Date of Complaint: 25/05/2021

Name of the person making the complaint:
Krishna dhakal
Contact Details:
Business: Phone: Email:

Details of the complaint:

The portion of the food is not exact and service may be late.
Action taken:
We can use the scale to distribute same quantity of food to every customer and given
time card according to the situation of restaurants.

Team member who handed the complaint: head chef and owner
Supervisor:

ACTIVITY 5

Let’s have a look at the following scenario and try to identify where a conflict may have
occurred. A restaurant has been selected as the setting, but of course the principles are the
same wherever you work in tourism or hospitality.

Imagine that a couple enters your restaurant. You greet them with the usual pleasantries,
saying, Good evening sir, madam. A table for two?

The waiter shows the couple to their table. He gives them the menu and asks if they would
like a pre-dinner drink. With that the man responds, that this table is in an area where he is
very cold and asks to be shifted to another table. The restaurant is very busy and another table is
not available straight away. You explain that you will try to get him a new table but in the mean
time would he like to look at the menu and order a pre dinner drink?

When the waiter returns with the pre dinner drinks the customer again asks for another table
which is still not yet available. The waiter can see the customer is now getting angry that he has
not yet been given a new table.

There could be several alternatives to the ending of this scenario. To what degree do you
feel this conflict could escalate? How could the situation be handled to encourage a
successful outcome?

Think of two possible outcomes the scenario could take. Write them down here, and
identify which one of the two appears to have the most potential for resolving the conflict.
Outcome Number1

When the restaurant is busy and one of customer want to shift another table and they
asked to the waiter then the waiter promise If there is any table free they can shift and
after some time there not be any table free at this condition waiter can update the
condition of table So that the customer understand and have some passion to founding

The new table.

At that time they can drink. The customer already inform about
The situation about the busy time so at this time they can sit there and
Drink. ASAP when the waiter found new table they can shifted
Outcome number 2
When the restaurant is busy and one of customer doesn’t feel well there and want to shift
the new table and they asked to the waiter,

He/she promise to customer to help them to getting new table.

But the restaurant is busy and there is no table after sometime as well then they can offer
them free entrance to them and they have some entrance and when there is free table they
can shift but the Customer refuse that and shift now then we can offer them to sit in Bar
area ,may be in their they feel better and when the table is free

They can shifted.

Assignments
COPYRIGHT AND DISCLAIMER

Copyright © 2016 Training Resource Solutions Pty Ltd (ACN 153 055 166) of 2/3 Austral
Place, Hallam, Victoria, 3803.

All rights reserved. No part of this work may be reproduced or copied in any form or by any
means (graphic, electronic, or mechanical, including photocopying, recording, taping or
information retrieval systems) without the written permission of the copyright owner,
Training Resource Solutions Pty Ltd.

The information contained herein is provided on the understanding that it neither

represents nor is intended to be advice and that neither the publisher nor author is engaged
in rendering legal or professional advice. While every care has been taken in its preparation
no person should act specifically on the basis of the material contained herein. If expert
assistance is required, competent professional advice should be obtained.

Training Resource Solutions Pty Ltd, its directors and authors or any other persons involved
in the preparation and distribution of this publication, expressly disclaim all and any
contractual, tortuous or other form of liability to any person (purchaser of the publication or
not) in respect of the publication and any consequences arising from its use by any person in
reliance upon the whole or any part of its contents.
Q1. Explain what is meant by the term win win solution?

Win- win scenario is approach in which all of the events advantage one manner or any other.
It can also be referred to as negotiation or strategy which will blessings all of the
participants.

Q 2. List four situations which may lead to a conflict situation in a hospitality situation
The four scenario which might also result in struggle state of affairs in hospitality scenario
are
1. Dissatisfaction with the goods.
2. Expectations no longer being met.
3. Unmanaged roster
4. Lack of negative carrier.

Q3. Give two examples of non-verbal signals a person may have showing they are upset or
that a conflict situation may occur.
The instance of non-verbal communication indicators of someone which may lead to war
conditions are:
1. Eye contract.
2. Body motion and posture

Q4. Explain one of the methods we can use to practice responsible service of alcohol in
licenced venue:
Age restrict and restriction set to alcohol may be the methods we are able to use to exercise
responsible carrier of alcohol in licensed venue. Child underneath 18 must be constrained to
the venue for eating alcohol and additionally other humans should be confined from eating
greater alcohol and alcohol percent of ingesting ought to be there.
Q5. Explain one barrier to good communication and a technique that may be used to
overcome that barrier:
Barrier-Barrier; No hobby in verbal exchange and ignorance of other’s factor of view a
method: Giving feedback; You can give remarks and whilst giving comments awareness on
the particular goals and thoughts and inform about the progress of their performance

Q6. What qualities or skills do you believe a good communicator should have? List four of
them:
a. Ask question to make clear knowledge
b. Always be well mannered
c. Hearing the consumer or chef
d. Smile

Q7. Explain the importance of being polite and courteous when dealing with a conflict
situation or customer complaint:
Some rude customers can also say that’s good enough, in case you apologies with them
straightly. If manager is polite and personnel are also polite with supervisor then there could
be desirable relationship in among them and organisation can earnings and customers might
be satisfied with the staffs. It will make a good first impression in social settings. Customers
ask to even cancel offerings because of elements together with loss of subject, lack of
awareness and shortage of relationship. Being courteous to a customer decreases the
likelihood of escalation to a supervisor or cancellation because it speedy shows the
customer that the consultant has the competencies to construct a relationship.

Q8. What may be the result of NOT being polite and courteous when dealing with a
conflict situation or customer complaint?
Not being polite and courteous could make the war between customers and staffs. If you
respond nicely and courteously, even in case you do errors while serving customers, then
that will help you out. But if you aren't willing to be courteous then it may get you to the big
problem or even you could lose the job.
Q9. Some language or words may be viewed as threatening when dealing with a customer
complaint or a conflict situation. Give two examples:
1. It will not work
2.I am too busy
Q10. When dealing with a conflict situation or customer complaint it is important to apply
good listening techniques. Give four examples of good listening techniques or skills:
1. Smile
2. Ask question to clarify understanding
3. Be polite

Q11. Explain how alcohol consumption is linked to violence in a licenced venue:

Due to excessive consumption of alcohol the violent behaviour can be seen in street and
fight & quarrel can be visible in there. Also someday body of workers in there can be
attacked by way of the customer. As drinkers are violent so a few strict regulations must be
imposed and security in around there should be tight.
Q12. List four important points regarding refusal of alcohol service to a customer whom may
be intoxicated:
-Put the hindrance to the consumption of alcohol
-Stop the delivers of alcohol to the below age people
- Maybe you can display recognize to them and placed some idea.
-Be well mannered and apologies if required

Q13. A customer complains that the food is cold and the service is slow.
Give details of what you would do to resolve the situation. Not just the steps you would
follow. What would you really do!
Apologize the customer about slow service straight away and replace the food make sure
that the food must be hot and looks nice.

STUDENT NAME:SUJIT GAUTAM

STUDENT NUMBER:QFC2014864
 Sexual Harassment
Introduction
Sexual harassment is a type of harassment involving the use of explicit or implicit sexual
overtones, including the unwelcome or inappropriate promise of rewards in exchange for
sexual favors. Sexual harassment includes a range of actions from verbal transgressions to
sexual abuse.
EXAMPLE

 Examples of sexual harassment include:

 staring, leering or unwelcome touching

 suggestive comments or jokes

 unwanted invitations to go out on dates or requests for sex

 intrusive questions about a person's private life or body

 unnecessary familiarity, such as deliberately brushing up against a person

 emailing pornography or rude jokes

 displaying images of a sexual nature around the workplace

 communicating content of a sexual nature through social media or text messages.

When does sexual harassment become sexual assault?

 If someone is sexually harassing you in a way that causes you to feel humiliation, pain,
fear or intimidation, then this can be considered sexual assault. If you believe you’ve
been sexually assaulted, you may want to find out more about what this means as well
as the support options available to you.

How sexual harassment can affect you

 If you’re being sexually harassed, you might:

 feel stressed, anxious or depressed

 withdraw from social situations

 lose confidence and self-esteem

 have physical symptoms of stress, such as headaches, backaches or sleep problems

 be less productive and unable to concentrate.

 Sexual harassment is unlawful under the Sex Discrimination Act in different areas of
public life, including employment, service delivery, accommodation and education.
Some types of sexual harassment may also be criminal offences.

 Example: A young woman was employed at a medical centre. At work, the director of
the medical centre, who was an older male doctor, fondled and brushed against the
women’s breasts, patted her bottom, tried to kiss her and massaged her shoulders.
What can you do?

 No one deserves, or asks, to be sexually harassed. Everyone has the right to work and
live in an environment that’s free from harassment, bullying, discrimination and
violence. Sexual harassment is illegal (under the Sex Discrimination Act 1984).
 Here are some things you can do:
 Talk to the offender
 You can try resolving the situation quickly yourself by explaining to the person who is
harassing you that their behavior is unwanted.
 Be informed
 If you’re being harassed at work, school or university, find out what their policies and
procedures are for preventing and handling sexual harassment.

CONCLUSION

 Sexual harassment is offence in Australia . In every company in their policy and

procedures its clearly mention that it’s a criminal activities so its makes jobless as well
as legal issues also .so its is a serious issue in here and problem across virtually in all
industry sectors and workplace.

 Thank you.