Manage conflict

STUDENT ASSESSMENT BOOKLET

SIT40516

AssignmentTutorOnline

Certificate iv in Commercial Cookery

SITXCOM005 Manage conflict

Student first name: __________________________________________________________________________

Student last name: __________________________________________________________________________

1. 
   

2. Australian Careers College Pty. Ltd

3. Darwin City College

4. 1/48 Woods St,

5. Darwin, NT 0800

6. Parap College

7. 37 Gregory St, Parap, NT 0820

8. Sydney College

9. 586-590 Parramatta Road, Petersham, NSW 2049

1. 
   
2. 
   
3. 
   

Contents

Assessment overview. 4

Assessment plan. 5

Assessment Task Cover Sheet – Assessment Task 1. 6

Assessment Task 1: Written questions. 8

Assessment Task Cover Sheet – Assessment Task 2. 11

Assessment Task 2: Role plays. 13

Role Play 1. 14

Role Play 2. 14

Role Play 3. 15

Role Play 4. 16

Role Play 5. 16

Role Play 6. 17

Assessment Task Cover Sheet – Assessment Task 3. 19

Assessment Task 3: Evaluation. 21

1. Assessment overview

2. This Student Assessment Booklet includes all your tasks for assessment of SITXCOM005 Manage conflict.

About your assessments

1. This unit requires that you complete 3 assessment tasks. You must complete all tasks to achieve competency for this unit.Assessment TaskAbout this taskAssessment Task 1: Written questionsYou must correctly answer all questions in this task to show that you understand the knowledge required of this unit.Assessment Task 2: Role playsYou are required to complete six role plays to demonstrate your communication, complaints resolution and conflict management techniques.Assessment Task 3: EvaluationYou are required to send an evaluation report to management.

How to submit your assessments

1. When you have completed each assessment task you will need to submit it to your assessor.

2. Instructions about submission can be found at the beginning of each assessment task.

3. Make sure you photocopy your written activities before you submit them – your assessor will put the documents you submit into your student file. These will not be returned to you.

Assessment Task Cover Sheet

1. At the beginning of each task in this booklet, you will find an Assessment Task Cover Sheet. Please fill it in for each task where you need to submit items for assessment, making sure you sign the student declaration.

2. Your assessor will give you feedback about how well you went in each task, and will write this on the back of the Task Cover Sheet.

Assessment appeals

1. You can make an appeal about an assessment decision by putting it in writing and sending it to us. Refer to your Student Handbook for more information about our appeals process.

2. Assessment plan

3. The following outlines the requirements of your final assessment for this unit. You are required to complete all tasks to demonstrate competency for the unit.

4. Your assessor will provide you with the due dates for each assessment task. Write them in the table below.Assessment RequirementsDue date1.     Written questions 2.     Role plays 3.     Evaluation

5. Agreement by the student Read through the assessments in this booklet before you fill out and sign the agreement below. Make sure you sign this before you start any of your assessments.Have you read and understood what is required of you in terms of assessment?¨   Yes¨  NoHave you read and understood the RTO’s policies and procedures related to reassessment?¨   Yes¨  NoDo you understand the requirements of this assessment?¨   Yes¨  NoDo you agree to the way in which you are being assessed?¨   Yes¨  NoDo you have any special needs or considerations to be made for this assessment?  If yes, what are they?

_____________________________________________________________________________________________¨   Yes¨  NoDo you understand your rights to appeal the decisions made in an assessment?¨   Yes¨  No

1. Student name: ________________________________________________________________________________

2. Student signature: _________________________________________________ Date: _____________________

3. Assessor name: ______________________________________________________________________________

4. Assessor signature: ________________________________________________ Date: _____________________

5. 
   

Assessment Task Cover Sheet – Assessment Task 1

1. Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.Name:Date of submission:Unit/s: SITXCOM005 Manage conflict Assessor to completeAssessment TaskSatisfactory/ Not satisfactoryDateWas this a resubmission? Y/NWritten questions

2. STUDENT DECLARATION

3. I ____________________________________________________ declare that these tasks are my own work.

4. None of this work has been completed by any other person.

5. I have not cheated or plagiarised the work or colluded with any other student/s.

6. I have correctly referenced all resources and reference texts throughout these assessment tasks.

7. I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.

8. Student signature: _____________________________________________________________________________

9. Student name: ________________________________________________________________________________

10. 
    
11. 
    

1. ASSESSOR FEEDBACK

2. Assessors: Please return this cover sheet to the student with assessment results and feedback.

3. A copy must be supplied to the office and kept in the student’s file with the evidence.

4. _____________________________________________________________________________________________

5. _____________________________________________________________________________________________

6. _____________________________________________________________________________________________

7. _____________________________________________________________________________________________

8. _____________________________________________________________________________________________

9. _____________________________________________________________________________________________

10. _____________________________________________________________________________________________

11. _____________________________________________________________________________________________

12. _____________________________________________________________________________________________

13. _____________________________________________________________________________________________

14. _____________________________________________________________________________________________

15. _____________________________________________________________________________________________

16. _____________________________________________________________________________________________

17. _____________________________________________________________________________________________

18. _____________________________________________________________________________________________

19. _____________________________________________________________________________________________

20. Assessor signature: ___________________________________________________________________________

21. Assessor name: ______________________________________________________________________________

22. Date: _______________________________________________________________________________________

23. 
    

24. Assessment Task 1: Written questions

Task summary

You must answer all questions below correctly.

Resources and equipment required to complete this task:

1. Access to textbooks and other learning materials

2. Access to a computer, printer, Internet and email software (if required)

3. Access to Microsoft Word (or a similar program).

When and where is this task to be completed?

1. This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).

2. Your assessor will provide you with the due date for this assessment.

What happens if I get something wrong?

1. If your assessor marks any of your answers as incorrect, they will make arrangements with you about resubmission. Your assessor may ask you some questions verbally to check your understanding, or you may need to provide new written responses to the questions that were answered incorrectly. Your assessor will give you a due date by which this must be provided.

Student instructions for Task 1

1. This is an open book test – you can use your learning materials as reference.

2. You must answer all questions in this task correctly.

3. You must answer the questions by typing your answers in Microsoft Word or a similar program – your assessor will advise as to whether you must email them your completed assessment, submit the file on a USB drive or hand in a hard copy. If there are tables included in your task that you need to fill out, you may choose to recreate them in a word processing application. If you have been provided with an electronic version of this booklet, you may prefer to type your answers directly into the document.

Written answer question guidance

1. The following written questions may use a range of ‘instructional words’, such as ‘identify’ or ‘explain’. These words will guide you as to how you should answer the question. Some questions will also tell you how many answers you need to give – for example, ‘Describe three strategies…’.

2. Discuss – when a question asks you to ‘discuss’, you are required to point out important issues or features and express some form of critical judgment. Generally, you are expected to write a response of one or two paragraphs in length.

3. Describe – when a question asks you to ‘describe’, you will need to state the most noticeable qualities or features. Generally, you are expected to write a response of two or three sentences in length.

4. Explain – when a question asks you to ‘explain’, you will need to make clear how or why something happened or the way it is. Generally, you are expected to write a response of two or three sentences in length.

5. List – when a question asks you to ‘list’, this means you will need to briefly state information in a list format, often with a specific number of items indicated.

Question 1

1. List three signs that there may be conflict between work colleagues.

Question 2

1. In terms of conflict theory, briefly describe the following stages:

2. Latent stage

3. Perceived stage

4. Felt stage

5. Manifest stage

6. Aftermath stage.

Question 3

1. In relation to conflict theory, what are three levels of conflict that can exist within an organisation?

Question 4

1. What may be contributing factors to conflict in a workplace? Describe three factors.

Question 5

1. In relation to conflict theory, what are three possible results of conflict that can exist within an organisation?

Question 6

1. Briefly describe the following conflict resolution techniques:

2. Assertiveness

3. Negotiation

4. Briefly describe the following communication techniques:

5. Active listening

6. Non-verbal gestures

7. Questioning

Question 7

1. Explain when the following persons may need to be involved in conflict situations:

2. Counsellors

3. Internal security staff

4. Mediators

5. Other staff members

6. Police

7. Senior staff.

Question 8

1. What are possible types of conflict in the tourism, travel, hospitality and event industries and their typical causes? Discuss three.

Question 9

Choose a cultural group you have had dealings with before and answer the following questions:

1. What is the cultural group you have chosen and why?

2. Discuss the customary greetings, farewells and conversation of this cultural group.

3. Discuss the body language and body gestures associated with this cultural group.

4. Discuss the formality (or informality) of language associated with this cultural group.

Question 10

1. List three organisational policies, procedures or records that relate to complaints, conflict and dispute resolution. Submission requirements for Task 1:

¨  Your answers to each question.

Assessment Task Cover Sheet – Assessment Task 2

1. Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.Name:Date of submission:Unit/s: SITXCOM005 Manage conflict Assessor to completeAssessment TaskSatisfactory/ Not satisfactoryDateWas this a resubmission? Y/NRole plays

2. STUDENT DECLARATION

3. I ____________________________________________________ declare that these tasks are my own work.

4. None of this work has been completed by any other person.

5. I have not cheated or plagiarised the work or colluded with any other student/s.

6. I have correctly referenced all resources and reference texts throughout these assessment tasks.

7. I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.

8. Student signature: _____________________________________________________________________________

9. Student name: ________________________________________________________________________________

10. 
    
11. 
    

1. ASSESSOR FEEDBACK

2. Assessors: Please return this cover sheet to the student with assessment results and feedback.

3. A copy must be supplied to the office and kept in the student’s file with the evidence.

4. _____________________________________________________________________________________________

5. _____________________________________________________________________________________________

6. _____________________________________________________________________________________________

7. _____________________________________________________________________________________________

8. _____________________________________________________________________________________________

9. _____________________________________________________________________________________________

10. _____________________________________________________________________________________________

11. _____________________________________________________________________________________________

12. _____________________________________________________________________________________________

13. _____________________________________________________________________________________________

14. _____________________________________________________________________________________________

15. _____________________________________________________________________________________________

16. _____________________________________________________________________________________________

17. _____________________________________________________________________________________________

18. _____________________________________________________________________________________________

19. _____________________________________________________________________________________________

20. Assessor signature: ___________________________________________________________________________

21. Assessor name: ______________________________________________________________________________

22. Date: _______________________________________________________________________________________

23. 
    

24. Assessment Task 2: Role plays

Task summary

1. For this task you are required to complete six role plays to demonstrate that you can:

2. Implement and monitor quality customer service in line with customer service policies and procedures over four service periods.

3. Resolve escalated customer complaints and disputes.

4. Resolve team member disputes.

5. Take appropriate action in response to threat and conflict situations.

6. Use a range of conflict resolution techniques and communication skills.

Resources and equipment required to complete this task:

1. Personnel

2. A number of classmates and assessor to participate in role plays (one person can play more than one role in different role plays)

3. Resources

4. Access to textbooks and other learning materials

5. Access to a simulated hospitality environment to complete four service periods

6. A phone

7. Templates / Supporting documents

8. Champion’s Sports Bar Customer Complaints Handling Procedure

9. Champion’s Sports Bar Internal Complaints Procedure

10. Champion’s Sports Bar Customer Complaints Register

11. Champion’s Sports Bar Customer Service – Incident Report Form

12. Champion’s Sports Bar Refusing Service to Intoxicated Patrons Procedure

13. All templates listed above have been provided as Microsoft Word documents. Keep a copy of the original files as masters.

When and where is this task to be completed?

1. This task will be done in the simulated hospitality environment.

2. Your assessor will provide you with the due date for this assessment.

What happens if I get something wrong?

If your assessor identifies that you did not correctly or adequately demonstrate the skills and knowledge required of this task, you will be given feedback on areas for improvement.

Your assessor will provide you with guidance as to whether you need to:

1. redo the task immediately after you have considered their feedback

2. undertake further learning and redo the role play at a later date – your assessor will provide you with further details about this.

Student instructions for Task 2

1. This project requires you to work at “Champion’s Sports Bar” and engage in six role plays during which you will encounter a range of situations you will need to deal with. You will need to refer to the policies and procedures mentioned above. Additional background information has been provided for you where necessary.

2. Your assessor will nominate class members to play the roles of the persons involved in the role plays, or may play some of the roles themselves, and will record their observations of you.

3. For this task you are to play the role of the Manager at Champion’s Sports Bar who is responsible for monitoring customer service practices during these shifts.Role Play 1

4. Wrong order

While managing the shift this service period you notice that one of your staff, Susan, is looking very red faced and flustered at one of her tables and a man sitting at the table does not look impressed. You discreetly motion for her with a hand signal to come over.

Begin the role play here.During the role play, your assessor will be looking to see that you can:

§  Act professionally and take responsibility for resolving complaints and conflict.

§  Assess the impact of complaints and act swiftly and tactfully so as to prevent further escalation.

§  Proactively compensate for service difficulty in line with your level of responsibility set out in the policies and procedures (situations which apply to external customers).

§  Use effective communication to establish the nature, cause and details of complaint.

§  Determine options to resolve the complaint and decide on appropriate action.

§  Turn the customer complaint into an opportunity to demonstrate high quality customer service.

§  Complete required reports and/or registers.

1. Written reflection – to be answered after the role play and submitted to your assessor in a Microsoft Word document (or similar).

2. Identify and evaluate the impact of the scenario on the business’s reputation and legal liability.

3. How would you follow up with the customer from the role play to ensure their satisfaction with the resolution of their complaint?

4. Role Play 2

5. Roster dispute

One of your employees named Chris tells you that he was rostered to work this Saturday night but he swapped with Melissa two weeks ago as he has an important family gathering to attend. He has already filled in for Melissa’s Friday night shift last week and the roster was updated when the request was made and approved. Chris however tells you that Melissa has told him this morning that she can no longer fill his shift for him and he is very upset. It is now Thursday evening.

This is an extract from the employee’s handbook:

“All employees are required to give at least five days’ notice of not being able to work their rostered shift so it can be assigned to another employee, unless the employee is affected by an emergency situation in which case the employee is required to notify their manager as soon as is reasonably possible. Failure to notify the manager within a reasonable timeframe without a valid reason or not turning up for a shift may result in disciplinary action.”

Begin the role play here: You have called Melissa and Chris into your office for a meeting.

During the role play, your assessor will be looking to see that you can:

§  Act professionally and take responsibility for resolving the complaint.

§  Assess the impact of the issue and act swiftly and tactfully so as to prevent further escalation.

§  Use effective communication to establish the nature, cause and details of the issue

§  Determine options to resolve the issue and decide on appropriate action.

1. Written reflection – to be answered after the role play and submitted to your assessor in a Microsoft Word document (or similar).

2. Identify and evaluate the impact of the scenario on the business’s reputation and legal liability.

3. Role Play 3

4. Incorrect bill

While you are busy chatting to a table of customers, Melissa motions to you that she needs to speak with you.

Begin the role play here.During the role play, your assessor will be looking to see that you can:

§  Act professionally and take responsibility for resolving complaint.

§  Assess the impact of the complaint and act swiftly and tactfully so as to prevent further escalation.

§  Proactively compensate for service difficulty in line with their level of responsibility set out in the policies and procedures.

§  Use effective communication to establish the nature, cause and details of complaints/conflict.

§  Determine options to resolve complaints and decide on appropriate action.

§  Turn customer complaints into opportunities to demonstrate high quality customer service.

§  Complete required reports and/or registers.

1. 
   

2. Written reflection – to be answered after the role plays and submitted to your assessor in a Microsoft Word document (or similar).

3. Identify and evaluate the impact of the scenario on the business’s reputation and legal liability.

4. How would you follow up with the customer from the role play to ensure their satisfaction with the resolution of their complaint?

5. Role Play 4

6. Friday night blues

One of the kitchen staff, Muhammed, always leaves early on a Friday. He follows the Islam faith and can never work a Friday afternoon or evening shift as he has told you privately before that he goes to the mosque to pray. You agreed to this arrangement when you employed him but he does not speak much to the other employees and he is a very private person. You overhear Vivian, another kitchen staff member, complaining that she is tired of always getting the Friday afternoon and evening shifts and it’s not fair that Muhammed never works them. You then overhear her complaining to the bar staff about it an hour or so later. The other staff member said that she think his religion requires that he attend prayers at a certain time. Vivian says “why can’t he just pray anytime like other religions?” You have called Vivian in to your office to handle the situation before it escalates.

Begin the role play here with you and Vivian having a meeting in your office.During the role play, your assessor will be looking to see that you can:

§  Act professionally and take responsibility for resolving the issue.

§  Assess the impact of complaints and act swiftly and tactfully so as to prevent further escalation.

§  Proactively compensate for service difficulty in line with their level of responsibility set out in the policies and procedures.

§  Use effective communication to establish the nature, cause and details of complaints/conflict.

§  Determine options to resolve the issue and decide on appropriate action.

1. Written reflection – to be answered after the role play and submitted to your assessor in a Microsoft Word document (or similar).

2. Identify and evaluate the impact of the scenario on the business’s reputation and legal liability.

3. Role Play 5

4. Boys’ night out

It is 10pm and you and two of your team members are tending the bar tonight. The kitchen has just closed and the bar is at about 50% occupancy. A rowdy group of young men stagger into the bar announcing in very slurred voices that it is Will’s 21st birthday today, and order a round of shots. You can clearly see that most of them are intoxicated.

You tell your team that you will handle this one, and in a very friendly but firm tone tell the group that you are sorry you won’t be able to serve them tonight due to responsible service of alcohol legislation and the kitchen has just closed.

One of the group members turns nasty and calls you a rude name and spits on the floor. You politely ask them to leave and suggest they call it a night. The majority of the men say “Okay, okay we are leaving now”, but two of the group refuse to leave and swear at you again. The other customers in the bar have all stopped their conversations and are looking on.

Begin the role play here.During the role play, your assessor will be looking to see that you can:

§  Act professionally and take responsibility for resolving the issue to prevent further escalation according to the steps set out in the procedure.

§  Complete required reports and/or registers.

1. Written reflection – to be answered after the role play and submitted to your assessor in a Microsoft Word document (or similar).

2. Identify and evaluate the impact of the scenario on the business’s reputation and legal liability.

3. Role Play 6

4. Knock out

It is a quiet lunchtime shift and there are not many people in the bar. There are only a few staff on as the busy period will only be later in the evening. You are tending the bar yourself.

Begin the role play here.During the role play, your assessor will be looking to see that you can:

§  Act professionally and take responsibility for resolving the issue.

§  Take responsibility by calling for assistance.

§  Use effective communication to talk with each customer.

§  Remain calm and hand over to paramedics.

1. Written reflection – to be answered after the role play and submitted to your assessor in a Microsoft Word document (or similar).

2. Identify and evaluate the impact of the scenario on the business’s reputation and legal liability. Submission requirements for Task 2:

¨  Written reflections

Assessment Task Cover Sheet – Assessment Task 3

1. Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.Name:Date of submission:Unit/s: SITXCOM005 Manage conflict Assessor to completeAssessment TaskSatisfactory/ Not satisfactoryDateWas this a resubmission? Y/NEvaluation

2. STUDENT DECLARATION

3. I ____________________________________________________ declare that these tasks are my own work.

4. None of this work has been completed by any other person.

5. I have not cheated or plagiarised the work or colluded with any other student/s.

6. I have correctly referenced all resources and reference texts throughout these assessment tasks.

7. I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.

8. Student signature: _____________________________________________________________________________

9. Student name: ________________________________________________________________________________

10. 
    
11. 
    

1. ASSESSOR FEEDBACK

2. Assessors: Please return this cover sheet to the student with assessment results and feedback.

3. A copy must be supplied to the office and kept in the student’s file with the evidence.

4. _____________________________________________________________________________________________

5. _____________________________________________________________________________________________

6. _____________________________________________________________________________________________

7. _____________________________________________________________________________________________

8. _____________________________________________________________________________________________

9. _____________________________________________________________________________________________

10. _____________________________________________________________________________________________

11. _____________________________________________________________________________________________

12. _____________________________________________________________________________________________

13. _____________________________________________________________________________________________

14. _____________________________________________________________________________________________

15. _____________________________________________________________________________________________

16. _____________________________________________________________________________________________

17. _____________________________________________________________________________________________

18. _____________________________________________________________________________________________

19. _____________________________________________________________________________________________

20. Assessor signature: ___________________________________________________________________________

21. Assessor name: ______________________________________________________________________________

22. Date: _______________________________________________________________________________________

23. 
    

Assessment Task 3: Evaluation

Task summary

For this task you are required to read the case study information and send an evaluation report to management.

Resources and equipment required to complete this task:

1. Access to textbooks and other learning materials

2. Access to a computer, printer, Internet and email software (if required)

3. Access to Microsoft Word (or a similar program)

4. Documentation provided to you in Assessment Task 2.

When and where is this task to be completed?

1. This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).

2. Your assessor will provide you with the due date for this assessment.

What happens if I get something wrong?

1. If your assessor identifies that you have completed any part of this task incorrectly, or have not submitted all items required, you will be given feedback and a date for resubmission. Your assessor will provide you with guidance as to what needs to be resubmitted and how.

Student instructions for task 3

1. Marino management have asked that you complete a report on how the customer service practices, policies and procedures are working, and have asked you to review the numbers of complaints and conflicts in the past three months. They would like you to arrange any training required by staff members, and update policies and procedures if necessary. When your report is complete, send it to your assessor as if they were John Marino.Background information

Post-follow up customer feedback indicated that the customers from role plays 1, 2 and 4 were happy with the final outcomes and the way the situations were handled.

Other feedback gathered indicates that 80% of customers are very satisfied with customer service and there were no other complaints made during the period.

You have identified that the staff need training in how to manage conflict more effectively with each other and you would also like to provide them with training on how to deal with aggressive customers after the incident that happened earlier this month.

Your report needs to include the following:

1. An evaluation of the complaints register and summaries of outcomes.

2. An evaluation of the two incidents that occurred during the period (from Assessment Task 2: Role plays 5 and 6) and a summary of how they were handled and any improvements that could be made to procedures and practices involving conflict resolution and management.

3. Any customer service issues you have noticed or feedback you received from customers and how this can be addressed.

4. Possible causes of conflict between employees and how this can be managed.

5. Training that you believe will be beneficial and arrangements you would like to put in place including sources of internal and external assistance that could be used.

6. At least three suggestions to update policies and procedures.

7. Submission requirements for Task 3:

¨  Evaluation report