Assessment Task 3

SITXCOM005 Manage conflict

Assessment Submission details:

1. Please include following details on the top of your assessment:

• Your Name
• Your Student Id
• Your Trainer’s name
• Title of your Assessment
• Assessment Due Date
• Actual Submission Date
Please Note: Any changes in the assessment due date must be approved by your trainer.

2. This assessment must be in Microsoft word format. Following settings should be made for this assignment
to keep consistency among all the assessments:

Body text Page setup

• Font: Times New Roman • Top: 2.54 cm

• Font size: 12 point • Bottom: 2.54 cm
• Line spacing: Double • Left: 3.17 cm
• Text style: Normal • Right: 3.17 cm
• Header: 1.25 cm
• Footer: 1.25 cm

3. Do not forget to attach the Cover Sheet at the front of the assessment.
4. Make sure you have signed the Cover sheet to declare this is your own work.
5. You can e-mail this assessment to your trainer’s e-mail address with following details:
In ‘subject’ mention your ‘student Id – Your name’.

Achieving Competence:

To be deemed competent in this assessment you must:

• Correctly address all of the assessment requirements as described in this task

• Correctly address all of the submission instructions
• Successfully complete the Assessment Questions
• Submit assessment on or before the due date with an assessment cover sheet

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SITXCOM005 Manage conflict
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Performance objective:

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:

a) 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
b) 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
c) 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.

Assessment description:

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

Instance Date Duration from ... to... Nature of problem (3 must be selected in total for instances)

Instance 1:

Delays or errors 02/07/22 10.00 am to 10.30 am delays or poor timing of product or service supply
in providing
product or service incorrect pricing of product or service

✓ delays or errors in providing product or service

misunderstanding of customer request or communication

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SITXCOM005 Manage conflict
© Nova Institute of Technology
 barrier

problem or fault with product or service

refused entry or ejection from premises

Brief Overview of the nature of problem

A customer wants to order more and the staff was quite busy in dealing the heavy rush of the hotel and when the wait staff arrived
to the customer after 20 minutes then they took the wrong order and customer got frustrated over it. The staff apologized for the
mistakes and they explained about the heavy rush and common errors while dealing the rush, staff assured the customer to replace
the dish as soon as possible and they delivered the new dish within 10 minutes to resolve the situation.

Training will be provided to the staff to how to manage and deal with heavy rush situation. Will train them for better coordination among
them. More working staff will appointed on rush days.

Work or Service Context: Food department and waiter service

Instance 2: Nature of problem (3 must be selected in total for instances)

Misunderstanding
03/07/22 11.00 am to 11.40 am delays or poor timing of product or service supply
of customer
request or incorrect pricing of product or service

communication delays or errors in providing product or service

barrier
✓ 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:

A customer had ordered chicken noodle soup but the soup delivered was vegetable soup and over the issue customer was dissatisfied
and re - ordered the soup but then it was delivered at the table too late after 20 minutes , over which the customer got annoyed. Staff
apologized for the delay and explained them calmly about the process for resolving the conflict as for cooking soup took 15 minutes
extra because the previous order was wrong and they made the new one.

staff is given instruction and warned about not doing this again. then should listen and note down the customer order and check
the order app and make no mistake in taking wrong order.

Work or Service Food department and waiter service

Context:

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SITXCOM005 Manage conflict
© Nova Institute of Technology
Instance 3: Nature of problem (3 must be selected in total for instances)

Refused entry
03/07/22 8.00 pm to 8.30 pm delays or poor timing of product or service supply
or ejection from
incorrect pricing of product or service
premises

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:

A person who was intoxicated entered in the lounge of the hotel and started yelling and the security department had to come to remove
the person from the premises. He was constantly yelling and not moving from the premises over this, the manager came and ask the
security
staff to remove the person for the safety of other workers and clients also.

Security outside is told not to let the intoxicated customers in. they should check the customers before letting them in.

Work or Service
Hospitality
Context:

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.

Instance Date Duration from ... Matter/problem (2 must be selected in total for instances)
to...

Instance1:

Lack of 03/07/22
4.00 pm to 4.30 pm dispute or argument among work colleagues
competence
job duties or rosters

✓ lack of competence

worker mistake

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SITXCOM005 Manage conflict
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 dismissal

cultural misunderstanding

Brief Overview of the matter/problem:

A customer had complained about his luggage not taken by the staff and he leaves the premises before even manager could talk to him
for the
inconvenience , the staff member was new and he lacks good interpersonal skills and effective communication , thus he could not make
good communication with new customer and apologize to them. Over this manager had asked the staff member to get in touch with the
supervisor
at front desk for training of good convincing skills and effective communication as the staff was newly appointed.

Staff is given instructions that in future if such scenario happens call the supervisor and any other staff member who knows their
language so that such barrier doesn't happen again.

Work or Service Customer service

Context:

Instance 2: Matter/problem (2 must be selected in total for instances)

Worker mistake 04/07/22 12.00 pm to 12.30 pm

dispute or argument among work colleagues

job duties or rosters

lack of competence

✓ worker mistake

dismissal

cultural misunderstanding

Brief Overview of the matter/problem:

Three customer had checked in last night and they all were pure vegetarians and the staff did not ask them about their preference and
delivered the non-veg meal to their room , over which they got upset. Staff apologized the customers and changed the meal on the spot
with
fresh vegetarian food and the customers were satisfied with the meal.

Proper training and guidance session will be provided to the staff regarding this. They should note down customers requirements
well.

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SITXCOM005 Manage conflict
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 Work or Service Room service and food department
Context:

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.

Instance Date Duration from ... to... Threat/Conflict (2 must be selected in total for instances)

Instance 1:

People involved in 05/07/22 12.00 pm to 12.20 pm customer refusing to leave or be pacified

physical violence
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:

Two house keeping staff members were fighting with each other over the issue of work style because they had to work with each other
and did
not agreed on each other terms. One was saying to do manual task and the other was using the help and their work styles did not
match. They
ask to change the duties but due to other staff being already given duties, their duty with each other did not changed. They both got
frustrated
as they dislike each other and during a task, they involved in physical violence. The supervisor came in between the fight and stopped
both of
them and asked them for resolution as they know each other since their job has started and why they are behaving like this? Over this,
they
explained they both have different work styles and over this the manager had to come in between and change their duties with whom
they are
more comfortable to resolve the conflict. They apologized to each other and started their job with their new fellow partners.

will inform the staff about hotel rules regulation and policies. if such situation happens again strict action will be taken against them

Work or Service House keeping department

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SITXCOM005 Manage conflict
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 Context:

Instance 2: Threat/Conflict (2 must be selected in total for instances)

Situation where
06/07/22 9.00 pm to 9.20 pm customer refusing to leave or be pacified
someone has been
or may be hurt 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:

A kitchen hand while doing deep frying , use the potatoes which was little wet and it was so sudden that hot oil sprinkle on his arms and
he got
several burns. Head cook suddenly notice it and pour some cold water on it and after that first aid has been given to him. After this, a
proper
medical treatment to him was provided. Head chef has told all the rules for deep frying again to the department for avoiding future mis
happening.

Providing staff with WHS training. they will be well trained how to handle and use equipment's.

Work or Service
Food preparation department
Context:

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SITXCOM005 Manage conflict
© Nova Institute of Technology