Darwin Institute of Technology

RTO Code 41128 | CRICOS Code 03609J

Student ID: …………………………………………………………………

Name: …………………………………………………………………
 SITXCOM005 Manage conflict | Student Assessment Tasks

Assessment Outcome (FOR TRAINER ONLY)

Assessment Attempt ☐ First Attempt ☐ Second Attempt ☐ Re-Assessment
Unit Assessment Task 1 ☐ S (Satisfactory) ☐ NS (Not Satisfactory)
Unit Assessment Task 2 ☐ S (Satisfactory) ☐ NS (Not Satisfactory)
Completion Status ☐ Complete ☐ Incomplete

Final Result ☐ C (Competent) ☐ NYC (Not Yet Competent)

Completion Date:
Reassessment date
Assessed by:
Feedback to candidate on overall performance during assessment:

Assessor declaration
☐ I hereby certify that this student has been assessed by me and that the
assessment has been carried out according to the required assessment
procedures.
Assessor name
Date-
Assessor signature

Assessment outcome ☐ C (Competent) ☐ NYC (Not Yet Competent)

Student Declaration:

Course Name: Certificate IV in Commercial Cookery

Unit of Competency: SITXHRM001 Coach others in job

skills
Student Name:
Student ID: DIT-
Student Email:

Student Mobile No:

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Trainer’s Name:
☐ I fully understand the context and purpose of this assessment.

☐I am fully aware of the competency criteria against which I will be assessed.

I declare
☐ I have been given notice of the date, time and venue for the assessment.
that:
☐ I am aware of the resources I need and how the assessment will be conducted. have had the
complaints & appeals policy and privacy explained to me.
☐ I agree I am ready to be assessed and that all work produced is my own.
☐ I agree that I am ready to be assessed and that all work produced is my own.

Signature of Student:

Date: / /

Introduction
Welcome to the Student Assessment Tasks for SITXCOM005 Manage conflict. These tasks have
been designed to help you demonstrate the skills and knowledge that you have learnt during your
course.
Please ensure that you read the instructions provided with these tasks carefully. You should also
follow the advice provided in the Hospitality Works Student User Guide. The Student User Guide
provides important information for you relating to completing assessment successfully.

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Assessment for this unit

SITXCOM005 Manage conflict 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.
For you to be assessed as competent, you must successfully complete two assessment tasks:

 Assessment Task 1: Knowledge questions – You must answer all questions correctly.

 Assessment Task 2: Role plays – You are required to demonstrate your skills and knowledge
by resolving complex or escalated complaints and disputes with internal and external
customers and colleagues. You will be required to complete a number of role plays and have
your performance observed by the assessor.

Preparing for assessment

Please read through all of the assessment tasks and related documents carefully before you get
started. Ensure that you have everything that you need and seek clarification from your trainer,
assessor or workplace supervisor if you have any questions.

Supporting resources: Supporting resources include templates, journals, workbooks and

portfolios which can be used to support you in providing evidence of your competence. Your
assessor will provide you with these documents before you begin your assessment tasks. For
this unit, the supporting resources comprise:

 Complaints Policy and Procedures (Assessment Task 2)

 Conflict Resolution Policy and Procedures (Assessment Task 2)

 Customer Service Policy and Procedures (Assessment Task 2)

 Complaints Register Template (Assessment Task 2)

 Incident report template (Assessment Task 2)

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Once you have read through the assessment tasks and are satisfied that you are clear on the
requirements and submission dates, complete and sign a Student Assessment Agreement. Your
assessor will countersign the agreement and keep it on file. You will find a Student Assessment
Agreement in Appendix B of your Hospitality Works Student User Guide or your RTO will provide
you with one.
Remember to check your Hospitality Works Student User Guide for information about:

 submitting assessments  re-assessment guidelines

 assessment appeals  responding to written questions.

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Assessment Task 1

Assessment Task 1: Knowledge questions

Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have
acquired during the learning phase of this unit. Ensure that you:

 review the advice to students regarding answering knowledge questions in the Hospitality
Works Student User Guide

 comply with the due date for assessment which your assessor will provide

 adhere with your RTO’s submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed cover sheet with your work

 avoid sharing your answers with other students.

i Assessment information

Information about how you should complete this assessment can be found in Appendix
A of the Hospitality Works Student User Guide. Refer to the appendix for information
on:

 where this task should be completed

 the maximum time allowed for completing this assessment task

 whether or not this task is open-book.

Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix C of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.

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Questions

1. Identify three common warning signs of conflict.

Answer: The Following three warning signs of conflicts are typically:

 Change in Body expression

 Change in Behavioural alterations

 Ineffective word choice

Satisfactory ☐ ☐ Not
satisfactory

2. Describe, in your own words, the five stages of conflict.

Answer: The five stages of conflicts are described below:
(1) Potential resistance or inconsistent behaviour: The presence of circumstances that allow for the
emergence of conflict marks the beginning of the contention cycle. These contribute to or
provide openings for conflict to grow. These issues or sources of dispute have been
categorized into three categories in general: (1) Communications (2) Composition (3)
Individual Variables
(2) Cognition and personalization: For conflict to be understood by its participants Conflict
perception has to do with whether or not there is conflict. It is usually accepted that there isn't
a dispute if nobody is aware of one. Conflict does not become personal just because it is
perceived to be so.
(3) Aims: Expectations stand between people's judgment and sentiments and their obvious
decisions to act in a certain way. Goals are choices to do so.
(4) Conduct: This is when disagreement becomes apparent. The claims, actions, and reactions
made either by opposing groups are all part of the conduct phase. These dispute resolution
techniques are often plain attempts to carry out each group's objectives.
5) Results: The disputing parties' intervention interactions have negative outcomes. These
consequences could be constructive, where the disagreement enhances team performance,
and dysfunction, where its conflict detracts from team effectiveness.

Satisfactory ☐ ☐ Not
satisfactory

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3. List the four recognised levels of conflict.

Answer: The following are the four recognized levels of conflicts :

 Intrapersonal conflict

 Interpersonal conflict

 Inter organizational conflict

 Intergroup conflict

Satisfactory ☐ ☐ Not
satisfactory

4. Identify three factors that can lead to conflict in a hospitality environment.

Answer: Three three identified factors that can lead to conflicts in hospitality environment are
as follows:

 Lack of guidance from the team management

 Verbal or mental tension between the staff members

 Discrimination or harassment

 Competitions

Satisfactory ☐ ☐ Not
satisfactory

5. Describe what conflict theory says about the results that come from dealing with conflict.

Ans- Karl Marx was the first person who propose the conflict hypothesis, which holds that society
is always at odds with itself due to struggle for few resources. According to the conflict hypothesis,
domination through command, rather than consent and compliance, is what really keep society
running smoothly. According to the notion of conflict, those that are successful and rich attempt to
hang onto it by whatever methods, most notably by eradicating the weakness and helpless
people. . Conflict fundamental theory tenet describes that the individuals and groups will act in
ways that will aim to advance their own power and riches in society. Conflict theory is applied to
explain a wide range of social causes, like periodicc wars, constructive or revolutions, racial
discrimination, as well as domestic violence. It claims that imperialist attempts to rule the people,

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like democracies and human rights, are to blame for a large portion of the essential changes in
human history   The underlying fundamentals of social inequality, income distribution, and conflicts
which develop among distinct socioeconomic groupings

Satisfactory ☐ ☐ Not
satisfactory

6. Explain how the use of each of the following communication strategies can be effective in
conflict situations.

Answer:

Active listening
To understand what some is saying , pay close attention to the
spoken sentences. Focusing on the arguments which are
stated rather than mentally formulating on our own. Asking
sincere inquiries will uncover more information and specifics
regarding the circumstance. Paying adequate attention on the
indications provided by the speaker will possibly help in
engaging sentiments along with emotions.

Empathy Although it can appear simple, genuine empathy requires

patience, effort, and a continual awareness of your behaviours
and reactions. When used in a conflict situation,
communicating can help people establish connections among
each other for a deeper knowledge of one another and urge
individuals to dissect the assumptions that influence their
responses.

Non-verbal Misunderstandings in communication is one of the most

communication frequent causes of conflict. 93% of human interaction is made
up of vocal intonation and nonverbal cues. When the nonverbal
clues and what the individual is  saying don't line up, then  here
would be tthe risk of escalating interpersonal conflict.

Style of language
For individuals who belong to a social context, words have
meanings that make perfect sense. Word choice plays a
significant role in resolving conflicts. Since words are used by
people throughout the world to promote peaceful coexistence
or resolve disputes, language is crucial in this situation.

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Questioning techniques It encourages greater listening abilities. Questioning  provides

the information being delivered a deeper comprehension. It 
increases a person's total learning capacity.

Communicating in a Following techniques, the issue can be resolved through

culturally competent communications that are culturally aware.
manner
1. be clear and lucid in your speech
2. Use brief, straightforward language.
3. Keep the volume at usual.
4. Use several terms to convey the same concept.

Satisfactory ☐ ☐ Not
satisfactory

7. Describe how assertiveness and negotiation can be used as effective conflict resolution
techniques.

Answer: Being assertive encourages people to communicate their own views and feelings as
well as to stand up for their own interests. Additionally, it shows that you respect others'
responsibilities and are prepared to cooperate in settling disputes. Direct and courteous
communication is what we mean by assertive communication. People frequently use
negotiation to find solutions to issues and to resolve disputes. When individuals want to
communicate with one another in order to solve a problem, it occurs. Additionally, it can be a
formal technique for resolving disputes between individuals, groups, or nations.

Satisfactory ☐ ☐ Not
satisfactory

8. Identify four pieces of information you would expect to find in an organisation’s policies and
procedures for complaints, conflicts and dispute resolution.
Answer: The following details should be included in an organization's guidelines and
procedures for handling grievances, disagreements, and disputes:

1. Conversation with the superior

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2. Complaint and judgment in writing

3. Staying out of the fight
4. Supporting the fight

Satisfactory ☐ ☐ Not
satisfactory

9. For each person/group below, identify one scenario where they may be required to assist in
managing conflict.

Answer:

Counsellors Understanding and handling conflict is a crucial aspect of

developing emotional maturity as a counsellor. It can  also help
the clients to maintain healthy relationships by being capable
of teaching them the dispute resolution skills they require.

Internal security staff The issue at work can be resolved by the internal security
department. Staff from internal security can resolve any
conflicts that may arise inside the program.

Mediators In a dialogue between both the parties engaged in the issue,

mediators serve as a facilitator and just go. They assist
individuals in reaching a compromise that is acceptable to
everyone involved and also in avoiding stalemate or dispute.

Other staff The issue is settled by other staff in the following ways:
1. Recognize that a challenging circumstance is present.
2. Permit people to vent their emotions.
3. Specify the issue.
4. Identify the fundamental requirement.

Police Conflict resolution calls are frequently made to police officials.

These might include putting an end to a public conflict or
serving like a mediator in a private disagreement. Public
officials exercise a substantial amount of discretion in the steps
they take in to settle such conflicts.

Senior staff Senior employees have the following options for resolving the
dispute:

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Create internal procedures.

Take action right away.
Find the cause of conflicts.
Being a neutral rather than a critic.

Satisfactory ☐ ☐ Not
satisfactory

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Assessment Task 1: Checklist

Student’s name:

Did the student provide a Completed successfully?

sufficient and clear answer
which met the requirements Yes No
of the assessor marking
guide?

Question 1 ☐

Question 2 ☐

Question 3 ☐

Question 4 ☐

Question 5 ☐

Question 6 ☐

Question 7 ☐

Question 8 ☐

Question 9 ☐

Task outcome: ☐ Satisfactory ☐ Not satisfactory

Assessor signature:

Assessor name:

Date:

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Assessment Task-2
Assessment Task 2: Practical task
All Students must write down the role-play scenario. Students must fill up or need to complete
the Complaints Register and document your (Students) ideas for improvement.

Students will also need to write an email to the customer and ask them to provide you with
feedback about the outcome. Ensure that this is written clearly, respectfully and professionally.

Information for students

In this task, you are required to demonstrate your skills and knowledge by resolving complex or
escalated complaints and disputes with internal and external customers and colleagues. You will
be required to complete a number of role plays and have your performance observed by the
assessor.
You will need access to:

 your learning resources and other information for reference

 your Complaints Policy and Procedures

 your Conflict Resolution Policy and Procedures

 your Customer Service Policy and Procedures

 your Complaints Register template

 Incident report template

 a phone.

Ensure that you:

 review the advice to students regarding responding to written tasks in the Hospitality Works
Student User Guide

 comply with the due date for assessment which your assessor will provide

 adhere with your RTO’s submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed cover sheet with your work

 avoid sharing your answers with other students.

i Assessment information

Information about how you should complete this assessment can be found in Appendix

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A of the Hospitality Works Student User Guide. Refer to the appendix for information
on:

 where this task should be completed

 how your assessment should be submitted.

Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix B of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.

Activities
Complete the following activities.

1. Carefully read the following information.

Successful completion of this unit requires that you can resolve complex or
escalated complaints and disputes with internal and external customers and
colleagues.
You will need to participate in a number of role plays to demonstrate your skills and
knowledge.

What do I need to demonstrate?

During your practical assessments, you will be required to demonstrate a range of
the skills and knowledge that you have developed during your course. These
include:

 resolving escalated complaints or disputes with customers in relation to each

of the following:
o problem or fault with product or service

o delays or poor timing of product or service supply

o misunderstanding of customer request or communication barrier

 resolving team member disputes in relation to:

o worker mistake

o dispute or argument among work colleagues

 taking appropriate action in response to the following threat or conflict

situations:
o customer refusing to leave or be pacified

o people involved in physical violence

 using a range of conflict-resolution techniques and communication skills when

seeking to resolve each of the above situations.

How will I provide evidence?

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Your assessor will observe you throughout each role play. In most cases they will
be participating in the role play as a customer or colleague.
They will complete a checklist to record their observations.

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2. Role play 1
Read the scenario.
You are working as the supervisor of the Bridge Hotel. It’s Mother’s Day and the
kitchen has been under pressure since the early breakfast service. As part of the
Bridge Hotel’s Mother’s Day promotion, the kitchen has been providing take away
service for families who prefer to stay at home and celebrate. Customers who
purchase take away can order from an ‘abbreviated’ menu (meaning they do not
have access to the full range of menu items as in-house diners) and the Bridge
Hotel will have delivery drivers send out the meals.
The busy lunch service is almost over and you are just about ready to breathe a
sigh of relief. One of the wait staff approaches you and hands you the phone. The
customer on the other end of the line is not happy and this is the second time they
have called today. They have asked to speak to the manager as no one else is able
to help them.
The role play will begin at this stage.
During this role play you must:

 demonstrate effective communication skills when interacting with the customer

 take swift and tactful action to prevent escalation

 identify and use relevant resources (policies and procedures) to assist in

managing conflict

 establish and agree on the nature and details of conflict

 determine impact of the conflict

 respond to the customer in a sensitive, courteous, respectful and discreet

manner

 follow organisation procedures to address the conflict

 as the supervisor, determine your responsibility in regards to resolving this

conflict by considering organisation procedures

 Evaluate options in regards to resolving the conflict and implement the best
solution.
At the end of the role play, you will need to complete the Complaints Register and
document your ideas for improvement.
You will also need to write an email to the customer and ask them to provide you
with feedback about the outcome. Ensure that this is written clearly, respectfully
and professionally.

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Roleplay-1 Ans:
Customer(angrily)- “Hello! Is there anyone who can help me?
Supervisor: Hi sir, I am John Wick- Supervisor at Hotel Bridge. How can I help
you?
Customer: This is the second time I have called this hotel and looks like no one is
helping me around
Supervisor: I will ask your apology sir. Is there something I can help you with?
Customer- I have ordered 2 full size pizza about 3 hours ago. It has not been
delivered till now? If it does not delivered in 15 minutes I will have to cancel the
order. In the other hand I will make a complain to your senior management.
Supervisor: We are really sorry for your trouble. I have just contacted the delivery
boy. He stated that your area is on the construction work which is obstructing the
traffic. The delivery boy is taking another route to travel at your locality. He will be
arriving at your door step in 2 minutes.
Customer: Yes the municipality is repairing some old public building that is why
there is a huge traffic jam around my locality. In that case, I will be waiting for more
two minutes. Thanks.
Supervisor: Thank you for understanding sir. Is there anything more I can help
you?
Customer: Yes. Please speed up your delivery time.
Supervisor: Thank you for your feedback. I will make sure, such cases will not be
followed in near future. Thank you!
Customer: Thanks! (Phone Hangs)

Email:
12/14/2022
Burj Ronaldo
Hotel Bridge Supervisor

John Wick,
23rd street, Washington, USA

Subject: About Restaurant Feedback

Dear Sir,
As per our knowledge You have ordered two large size pizzas from our restaurant
in this afternoon. I am writing this email to request you to provide your feedback on
our restaurant service. We would be happy to improve our services in case of any

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inconvenience. Thank you for ordering meals from Hotel Bridge.

Thank You!

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3. Role play 2
To ensure realism, you will not be provided with any background information about
this conflict situation. Your assessor will tell you where you need to stand at the
beginning of the role play. You are then to respond to the situation as it unfolds.
During this role play you must:

 demonstrate effective communication skills when interacting with the customer

 take swift and tactful action to prevent escalation

 identify and use relevant resources (policies and procedures) to assist in

managing conflict

 establish and agree on the nature and details of conflict with all parties and
assess impact

 respond to the customer in a sensitive, courteous, respectful and discreet

manner

 follow organisation procedures to address the conflict

 as the supervisor, determine your responsibility in regards to resolving this

conflict by considering organisation procedures

 Evaluate options in regards to resolving the conflict and implement the best
solution.
At the end of the role play, you will need to complete the Complaints Register and
document your ideas for improvement.
You will also need to write an email to the wait person involved that does the
following:

 explains the importance of feedback and debriefing after a conflict

 provides feedback about their response to the conflict in regards to

organisation policy and procedures

 discusses the impact of the situation in regards to Bridge Hotel’s legal liability,
had the customer become ill

 discusses the impact of the business’s reputation should the customer go

ahead with negative reviews on social media

 Encourages them to provide you with feedback about the conflict and how it
was resolved.

Email
I would like to inform you about the

Role play- Conversation

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Customer (on phone): My brother has suggested me to file a case against your hotel staff. I would
like to inform you about the subject.
Supervisor: I am sorry hear that. Did our staff do anything wrong?
Customer: You will soon hear the news on Social media and newspaper as it is the matter of
violation of human right.
Supervisor: Well I will cooperate with you mam. But first I need to listen the issues that are
disturbing your mental peace> Will you please help me with that?
Customer: Your staff member whose name is Mr Jaysankar will be punished according to law and
your hotel will go in vain.
Supervisor: In the behalf of my staff Jay Shankar and Hotel bridge. I will like to ask for apology. As
I am unable to figure out the incidents. I would like to know more the issues. Will you please help
me by putting some light on this matter?
Customer: I had ordered one plate of dinner last day at 7 pm. The hotel staff Mr jay Shankar
arrived at my door step at 7:30. I opened the door and handled my credit hard for payment. As I
was alone in my house with a dog he began to force me. He suddenly pushed me into my hall and
touch my hands. I screamed out and my dog chased your hotel staff. This is the serious violation of
women’s right and human right. Your hotel staff will be punished according to law.
Supervisor: Mam, this is such a serious act from my hotel staff. This should not have been done by
jay Shankar. I will request for your apologies. We will be investigating on that matter. I also ask
your forgiveness for Mr jay Shankar. As he is in great trouble these days. He is having mental
trauma because his father died a week ago. He is a hard working person but We don’t know what
he is going through. As soon as the investigation rep[orts come we will fire him from this place.
Also we will admit him to a best trauma centre. Till then I will ask you to have patience. And please
not to make any public case against jay Shankar and this hotel.
Customer: As you have been a very polite staff from this hotel and for I know you since a long time
I will think of forgiving you. But make sure that It should not be followed by any individual staff in
coming days.
Supervisor: Thank you for understanding Madame. We hope to serve you well in coming days. To
cool do you down. Would you like to order anything from this hotel mam?
Customer: No thanks. I have just taken my dinner. I order later if am hungry.
Supervisor: Thnak you man. Its been nice talking with you.
Customer: Thank you! (Phone hangs)

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Email:
12/14/2022
Supervisor
Hotel Bridge Supervisor

Subject: Feedback
Dear Wait persons,
I am writing this email to inform you about the importance of feedback after the conflicts
conversation with the customers. Your input is very valuable to us as we work to improve our
performance. All hotel staff members should adhere to feedback on the plans and processes of the
hotel in order to enhance the system. A major issue for hotels will arise if a client becomes unwell
as a result of the bridge hotel's services. The hotels' reputations will be destroyed. All consumers
who provide feedback will be welcomed by us since it is valuable and significant to us.
Thanking You!

4. Role play 3

This role play is linked to Role play 2 and occurs the next day. The same staff from
the night before are coming in to start their shift.
Your assessor will provide you with some guidance about where you are to begin
the role play.
During this role play you must:

 demonstrate effective communication skills when interacting with those

involved

 identify potential for conflict

 take swift and tactful action to prevent escalation

 identify situations where personal safety of colleagues may be threatened and

organise appropriate assistance

 identify and use relevant resources (policies and procedures) to assist in

managing conflict

 establish and agree on the nature and details of conflict with all parties and
assess impact

 manage conflict within scope of own role and responsibilities, and according to
organisational procedures

 evaluate options to resolve the conflict in line with organisation policies and
constraints

 seek to resolve a solution to this conflict

 implement the best solution based on the situation that is occurring and your

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responsibility to uphold organisation procedures.

Note that this role play will include some aggressiveness from a Bridge Hotel staff
member who is under the influence of drugs. Speak to your assessor before if you
are concerned or feel uncomfortable about this scenario.
At the end of the role play, you will need to complete an incident report that clearly
details the situation that occurred. Use the Incident Report template to do this.

Role Play-3
Customer: I Don’t want to tolerate this anymore. I would like to talk to the
supervisor.
Supervisor: Hello! Mam. Would you like to express about your angriness?
Customer: Your wait person is misbehaving with me.
Supervisor: I am sorry for your trouble Madame. I would like to get more information
about this matter. Can you please elaborate?
Customer: I have asked the wait person two glass of orange juice and he brought
me 4 glass of lemon juice. I asked him to replace lemon juice with orange juice as I
have not ordered the following juice. In the meantime One of the staff came out of
kitchen and suddenly started to scream madly at me.
Supervisor: I am really sorry for your trouble mam. Please have a seat at the
premium table. We would like to provide you free juice and meal for you today.
Customer: I would love to be your guest however I will not like to see the same staff
member again.
Supervisor: At your ease mam. Thank you for understanding.
Customer: Okay thanks. Please serve it fast. As I am in hurry.
Supervisor: Sure mam. Thanks.

5. Reflection
Meet with your assessor once all role plays are complete. This is an opportunity to
reflect on your performance and how you felt you resolved the situations. Discuss
any improvements you would make to your own performance and whether you feel
that the solution was the most effective, based on the circumstances.
Discuss the causes of the conflicts that occurred and what you would do to make
sure these do not happen again. You can refer to your Complaint Register for this
part of the discussion.

Reflections:
After the part was finished, I learnt a lot of things that are incredibly significant and helpful. I've
developed the ability to handle lodging issues. If a guest complains about hotel service, the
supervisor should address the issue and must persuade the guest since it will help the hotel's

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image. My ability to handle disagreements politely and effectively has greatly increased. The
methods used to handle the entire process were really good and efficient.

Customer discontent, staff disagreement, service and product issues, management, employee
attitudes, and other factors are the root of conflict in hotel management. Now, I can handle this kind
of disagreement with ease. I was able to communicate clearly.

6. Submit documents to your assessor.

Ensure that all your pieces of documentation are clear and complete. Submit:

 Your email for Role play 1

 Your email for Role play 2

 Your incident report for Role play 3

 Your completed Complaints Register that addresses Role plays 1 and 2.

Send or submit the completed documents to your assessor.

Satisfactory ☐ ☐ Not
satisfactory

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Assessment Task 2: Checklist

Student’s name:

Completed
successfully? Any Comments

Did the student: Yes No

Role play 1:

Identify potential for conflict? ☐ ☐

Take swift and tactful action to prevent ☐ ☐

escalation?

Identify and use relevant resources to ☐ ☐

assist in managing conflict?

Establish and agree on the nature and ☐ ☐

details of conflict?

Determine impact of conflict? ☐ ☐

Manage conflict and take responsibility ☐ ☐

to seek a solution within scope of own
role and responsibilities as per
Complaints Policy and Procedures and
Customer Service Policy and
Procedures?

Evaluate options to resolve the conflict, ☐ ☐

taking into account organisational
policies and constraints, and
implemented best solution?

Complete required reports? ☐ ☐

Sought feedback from the customer ☐ ☐

about the outcome?

Reflect on the conflict, their handling of ☐ ☐

the situation and the solution they
decided upon?

Identity the causes of the conflict and ☐ ☐

identify workplace enhancements

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and/or improvements?

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Demonstrate effective communication ☐ ☐

skills during the role play?

Role play 2:

Identify potential for conflict? ☐ ☐

Take swift and tactful action to ☐ ☐

prevent escalation?

Identify and use relevant resources to ☐ ☐

assist in managing conflict?

Establish and agree on the nature and ☐ ☐

details of conflict?

Determine impact of conflict? ☐ ☐

Manage conflict and take ☐ ☐

responsibility to seek a solution
within scope of own role and
responsibilities as per Complaints
Policy and Procedures and Customer
Service Policy and Procedures?

Evaluate options to resolve the conflict, ☐ ☐

taking into account organisational
policies and constraints, and
implemented best solution?

Complete required reports? ☐ ☐

Provide feedback to the wait person ☐ ☐

about the conflict and the outcome?

Sought feedback from the wait person ☐ ☐

about the conflict and the outcome?

Reflect on the conflict, their handling of ☐ ☐

the situation and the solution they
decided upon?

Identity the causes of the conflict and ☐ ☐

identify workplace enhancements and/or
improvements?

Demonstrate effective communication ☐ ☐

skills during the role play?

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Role play 3:

Identify potential for conflict? ☐ ☐

Take swift and tactful action to prevent ☐ ☐

escalation?

Take action within own scope of ☐ ☐

responsibility to deal with a situation that
impacted the personal safety of staff?

Sought assistance in seeking a solution ☐ ☐

to this conflict?

Identify and use relevant resources to ☐ ☐

assist in managing conflict, within own
scope of responsibility?

Implement the most appropriate ☐ ☐

solution?

Complete required report? ☐ ☐

Reflect on the conflict, their handling of ☐ ☐

the situation and the solution they
decided upon?

Identity the causes of the conflict and ☐ ☐

identify workplace enhancements and/or
improvements?

Demonstrate effective communication ☐ ☐

skills during the role play?

Task outcome: ☐ Satisfactory ☐ Not satisfactory

Assessor signature:

Assessor name:

Date:

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Final results record

Student name:

Assessor name:

Date:

Unit name:

Qualification name:

Final assessment results

Result

Task Type Satisfactory Unsatisfactory Did not submit

Assessment Task 1 Knowledge questions ☐S ☐ NS ☐ DNS

Assessment Task 2 Role plays ☐S ☐ NS ☐ DNS

Overall unit results ☐C ☐ NYC

Feedback

☐ I hereby certify that this student has been assessed by me and that the assessment has
been carried out according to the required assessment procedures.

Assessor signature: _______________________________________ Date: _________________

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