SITXCOM005 Assessment Tasks and Instructions

Assessment Guidelines

What will be assessed

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 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.
Place/Location where assessment will be conducted

Resource Requirements
Refer to the Assessment conditions attached to the Mapping 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 WHS requirements
1. The practical assessment for this unit of competency consists of 3 parts, Part A, Part B and Part C.

SIT Version 1 1 of 8
 Part A: You will be observed resolving 3 different escalated complaints or disputes with customers.
Part B: You will be observed resolving 2 different team member disputes.
Part C: You will be observed taking appropriate action in response to at least 2 threat conflict situations

2. You will be observed completing each of the tasks as detailed belowor as defined and instructed by your
trainer.

The observation criteria below provide a guideline for criteria relevant for each task.

Assessment 2

PART A

You will be observed demonstrating how you resolve 3 escalated complaints or disputes (to be selected from the
list below/”Nature of problem”) with customers. When 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 Service Context:

Instance 2: 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:

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 Work or Service 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:

Work or Service Context:

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 Criteria 1.Instance 2.Instance 3.Instance
S NYS S NYS S NYS Comments
Conducts in a friendly manner
Communicates in a respectful manner
Identifies the issue(s) correctly
Remains objective at all times
Listens to what the person(s) say(s)
Uses empathy where relevant
Employs appropriate Questioning techniques to assist in
clarification of issues
Uses open body language
Uses clear language
Identifies resources as relevant (e.g. Organisational Policies)
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

add additional criteria as relevant for the type of issue

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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. When 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... 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
worker mistake
dismissal
cultural misunderstanding
Brief Overview of the matter/problem:

Work or Service 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
cultural misunderstanding
Brief Overview of the matter/problem:

Work or Service Context:

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 Criteria 1.Instance 2.Instance 3.Instance
S NYS S NYS S NYS Comments
Conducts in a friendly manner
Communicates in a respectful manner
Identifies the issue(s) correctly
Remains objective at all times
Listens to what the person(s) say(s)
Uses empathy where relevant
Employs appropriate Questioning techniques to assist in
clarification of issues
Uses open body language
Uses clear language
Identifies resources as relevant: _________________________
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

add additional criteria as relevant for the type of issue

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PART C

You will be observed demonstrating how you take appropriate action during 2 threat or conflict situations.When
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 2: Threat/Conflict(2 must be selected in total for instances 1-2)
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:

Work or Service Context:

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 Criteria 1.Instance 2.Instance 3.Instance
S NYS S NYS S NYS Comments
Conducts in a professional manner
Communicates in a respectful manner
Identifies the issue(s) correctly
Remains objective at all times
Listens to what the person(s) say(s)
Uses empathy where relevant
Employs appropriate Questioning techniques to assist in
clarification of issues
Uses open body language
Uses clear language
Identifies resources as relevant: _________________________
Uses resources as relevant: ________________________
Takes pro-active measures to ensure the safety of others
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 critical
issues
Pro-actively identifies and deals with issues as these arise

add additional criteria as relevant for the type of issue

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