SITXCOM005 - Student Assessment v4.0

Imagine Education
Student Assessment Feedback

Form
Student Name: __________________________________________
Unit: SITXCOM005 Manage conflict
Assessment Satisfactory Date Comment

(S) / Not Yet
Satisfactory
(NYS)
Part A
Scenarios
Part B
Practical
Feedback from the Student:
I have been provided with feedback on this assessment from the assessor for this unit
Student Signature:
Overall competency has been achieved: YES □ NO □
□ Assessment submitted past end date
Assessor’s Name: Result Date:
Assessor’s Signature:
/conversion/tmp/activity_task_scratch/692574785.docx
Imagine Education
Student Assessment Cover
Sheet
Course Code SIT40516 Course Name Certificate IV in Commercial Cookery

Unit Code SITXCOM005 Unit Name Manage conflict
Due Date ________________ Assessment Name Scenarios/Questions Part A, B

Practical
Student No. ________________ Student Name _____________________________
Student Phone ________________ Student Email _____________________________
Student Declaration
I declare that this assessment is my own work and where my work is supported by documents from my workplace
placement/employer permission has been granted.
Note: This assessment will not be accepted unless all sections have been completed and the front cover has been signed
and dated.
Filling out this coversheet as part of an electronic submission and approving the above information will operate in the
same way as physically signing this cover sheet.
Student Signature ______________________________________________________________
Office Use Only
Date/s Received: ___/___/___ ___/___/___ ___/___/___
Date/s Assessed: ___/___/___ ___/___/___ ___/___/___
Result of Assessment: ___________ ___________ ___________
Entered on Training Plan Moderation Signature
Note for Assessors: Filling out the above Office Use Only section as part of an electronic submission will operate in the
same way as physically signing this cover sheet. If not physically signed, Assessor must print their name in signature box.
Imagine Education
Scenarios/Questions
Course Code and Name: SIT40516 Certificate IV in Commercial Cookery

Unit Code: SITXCOM005
Unit Title: Manage conflict
Assessment 1
Part A – Questions Workplace policies and protocols to deal with and manage conflict
1. What company procedures and policies are used for reporting and managing conflict? What does this need to
include?
2. What are the regulatory, industrial and legislative requirements related to the handling of disputes?
3. Explain the communication skills used in dealing with conflict and conflict resolution.
4. What are the procedures where conflict involves drugs, alcohol or violence?
5. What should be covered in an induction program regarding conflict situations?
6. Who can you report conflict situations or problems to at work?
7. What is the purpose of evaluating conflict situations? Provide examples how this could be achieved
effectively.
Part B – Scenario’s
Your task:
Read the following scenarios and answer the corresponding questions for each.
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:
2. What are the dangers of leaving this conflict unresolved?
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?
2. How could you overcome this communication barrier?
3. What actions can you take to resolve this complaint?
4. What actions can you take to prevent this situation from happening again in the future?
5. What actions could management take to assist employees to improve their communication with international
customers?
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:
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?
Signs
Stages
Levels
Factors involved
Results
2. As the manager of this team, describe why you believe this conflict is occurring between Sarah and James and
the other team members.
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?
4. How can you use communication techniques to effectively manage the conflict within your team and work
well with the other members?
5. How can management work with you to determine and implement a possible solution to this conflict?
6. What results will be achieved if this conflict is managed effectively?
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?
2. What actions will you take and what resources can you use to effectively address this situation and prevent
escalation?
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.
Imagine Education
Practical
Course Code and Name: SIT40516 Certificate IV in Commercial Cookery

Unit Code: SITXCOM005
Unit Title: Manage conflict
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 Work or Service Context: 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)
barrier
Brief Overview of the matter/problem:

Instance 3: Nature of problem (3 must be selected in total for instances 1-3)
barrier
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
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

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
Criteria 1.Instance 2.Instance
S NYS S NYS Comments
Conducts in a friendly manner
Uses clear language
Identifies resources as relevant: _________________________
Agrees on nature of details: _______________________
Displays a professional can-do attitude when dealing with
customer service issues
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
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
Criteria 1.Instance 2.Instance

S NYS S NYS Comments
Conducts in a professional manner
Uses clear language
Identifies resources as relevant: _________________________
Takes pro-active measures to ensure the safety of others
Displays a professional can-do attitude when dealing with critical
issues
Feedback:
Result: Satisfactory | Not Satisfactory | Not Assessed
Student Declaration: I declare that I have been assessed in this Name: ________________________
unit, and I have been advised of my result. I also am aware of
Signature: ________________________
my appeal rights.
Date: ____/_____/_____
Assessor: I declare that I have conducted a fair, valid, reliable

and flexible assessment with this student, and I have provided Name: ________________________
appropriate feedback Signature: ________________________
Date: ____/_____/_____

SITXCOM005 - Student Assessment v4.0

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

SITXCOM005 - Student Assessment v4.0

Uploaded by

Copyright:

Available Formats

Imagine Education

Student Assessment Feedback

Student Name: __________________________________________

Unit: SITXCOM005 Manage conflict

Assessment Satisfactory Date Comment

Feedback from the Student:

Assessor’s Name: Result Date:

Course Code SIT40516 Course Name Certificate IV in Commercial Cookery

Due Date ________________ Assessment Name Scenarios/Questions Part A, B

Student Phone ________________ Student Email _____________________________

Student Signature ______________________________________________________________

Office Use Only

Date/s Received: ___/___/___ ___/___/___ ___/___/___

Date/s Assessed: ___/___/___ ___/___/___ ___/___/___

Result of Assessment: ___________ ___________ ___________

Entered on Training Plan Moderation Signature

Course Code and Name: SIT40516 Certificate IV in Commercial Cookery

5. What should be covered in an induction program regarding conflict situations?

6. Who can you report conflict situations or problems to at work?

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

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

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

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

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

1. How might this situation escalate if you do not respond appropriately?

Course Code and Name: SIT40516 Certificate IV in Commercial Cookery

delays or poor timing of product or service supply

Work or Service Context:

Work or Service Context:

Criteria 1.Instance 2.Instance 3.Instance

dispute or argument among work colleagues

Work or Service Context:

customer refusing to leave or be pacified

Work or Service Context:

Criteria 1.Instance 2.Instance

Result: Satisfactory | Not Satisfactory | Not Assessed

Assessor: I declare that I have conducted a fair, valid, reliable

You might also like

Student Phone Student Email _____________

Date/s Received: _/_/_ _/_/_ _/_/___

Date/s Assessed: _/_/_ _/_/_ _/_/___

Result of Assessment: _____ _ _______