Self-Study Guide

SITXCOM010 Manage conflict

BSBWRT301 Write simple documents Trainer Guide

About this document

This document is to be used as a self-study guide at home/in your own time to complement the
learning you are doing during class time. It is a requirement of your course that you complete the
activities in this guide. You will need to take your notes/completed activities to class.
If you are unsure about anything, talk to your trainer/assessor.

SELF-STUDY GUIDE

Unit code and title SITXCOM010 Manage conflict

Instructions You are to complete each of the self-study tasks below. Each activity
is a mandatory part of your study. After completing each of the tasks,
tick the box below to show that you have completed the activity and
bring evidence of this to class to share.

© 2020 RTO Works <RTO Name and ID>

 EXPECTED COMPLETE
ACTIVITY TASK
TIME D

Review Review some of the key conflict 2 hours

resolution techniques and how these
can optimise positive outcomes. Take 
notes on each technique to ensure you
are ready for assessment.

Practical Create a conflict scenario that could 2 hours

activity arise in a kitchen environment and then
resolve the conflict. Choose a classmate
or friend to practise with. Ensure that
you:

 use appropriate communication

techniques

 use appropriate conflict resolution
techniques.
Roleplay what process would need to be
followed if the conflict escalated beyond
the capabilities of the manager. Practice
your scenarios to present in front of the
class.

Research Do some research on a business that 4 hours

has got into serious trouble for a conflict
that arose within it.

 What was the conflict and how did it

impact the business?

 What procedures were followed 

and how would you have dealt with
it differently?

 Take notes on additional

information you feel is relevant and
share with the class.

Refresher Do research, take notes or review your 2 hours 

classroom materials on the following:

 Why communication is important in

identifying, understanding,
resolving and evaluating conflict.

 Why it is sometimes appropriate to

refer conflict to a third party.

Southern Academy of Business and Technology | Level 2,95 Bathurst Street Sydney NSW 2000
RTO Code: 31595 | CRICOS Code: 03602E | Phone: 1300 852 205 (Australia) | +61 02 8031 7727 (Overseas)
Version : 1.0 Website: www.sabt.edu.au Email: info@sabt.edu.au Page 3 of 4
 EXPECTED COMPLETE
ACTIVITY TASK
TIME D

 Why following policies and

procedures are important.

 How to evaluate the effectiveness

of the conflict solution.

Southern Academy of Business and Technology | Level 2,95 Bathurst Street Sydney NSW 2000
RTO Code: 31595 | CRICOS Code: 03602E | Phone: 1300 852 205 (Australia) | +61 02 8031 7727 (Overseas)
Version : 1.0 Website: www.sabt.edu.au Email: info@sabt.edu.au Page 4 of 4