SITXCOM010- Manage conflict
This unit requires that you complete all three (3) assessment tasks to demonstrate competency in this unit.
Assessment Task
About this task
Assessment Task 1: Written questions
You must correctly answer all questions to show that you understand the underpinning knowledge for this unit of competency.
This unit of competency addresses how to prepare and modify dishes to cater for special dietary needs based on health, lifestyle or cultural reasons.
Assessment Task 2: Practical Assessment
The Practical Assessment is a set of tasks that must be completed in a simulated industry environment set up for the purposes of assessment.
To be assessed for this unit of competency, you must demonstrate your skills and knowledge to resolve complex or escalated complaints and disputes with internal and external customers and colleagues
The Practical Assessments include:
1. Workplace Assessment
A series of tasks assessing the learners practical knowledge and skills relevant to the unit of competency. This includes the learner completing workplace documents or similar as evidence of competent performance.
2. Workplace Practical Observation
A set of assessment tasks where the learner must demonstrate practical skills relevant to the unit of competency. These skills are to be demonstrated while being observed by the assessor.
IMPORTANT!
All signatures/initials in your submissions, including yours, must be dated.
Should you encounter issue or concerns regarding your assessment, contact your assessor.
This workplace assessment requires you to resolve escalated customer and workplace complaints or disputes and evaluate conflict resolution.
Assessment Task
About this task
This assessment is divided into three tasks:
Task 1: Resolve Escalated Customer Complaints/Disputes
Task 2: Resolve Escalated Employee Disputes
Task 3: Evaluate Conflict Resolution
You are required to complete the assessment tasks in an environment with conditions similar to that of a workplace.
Each task comes with a set of instructions. You are to follow these instructions to complete the assessment. Each task will require you to either:
Submit completed workplace templates and/or any required documentation; or
Demonstrate task requirements while being observed by the assessor.
Visit www.training.gov.au for further information about the competency requirements of this unit.
At the beginning of each task in this Pack, you will find an Assessment Cover Sheet. Please fill it in for each task, making sure you sign the student declaration.
Your assessor will give you feedback about how well you went in each task and will write it on the Assessor Feedback Sheet at the end of each task.
When the assessor marks your assessment tasks, the outcome will be either Satisfactory or Not Satisfactory:
Satisfactory (S)
Your responses to the assessment task have met the required unit assessment criteria.
Not Satisfactory (NS)
Your responses to the assessment task have not met the required assessment criteria. Additional learning or practice is required.
Your assessor will make arrangements to conduct a further assessment of this task once you have undertaken additional practice/learning.
You must achieve a Satisfactory result for all assessment tasks to be deemed competent for this unit.
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.
Reasonable adjustment is available to all students for assessments and must be requested in writing, using the Reasonable Adjustment form this includes extensions which must be requested 1 week prior to the assessment task due date. Reasonable Adjustment forms are available from your trainer.
On receipt of your completed Reasonable Adjustment form, your trainer/assessor will consider your request and advise whether it is approved and what action will be taken.
RPL is a formal process that recognises skills developed through previous training, work or life experience, which match a unit of competency in a training course. If you believe you already have the skills covered in this unit of competency, discuss this with your trainer, who will provide you with instructions for applying for RPL.
Qualifications or statements of attainment issued by other Registered Training Organisations are recognised by the College. Where this unit of competency is equivalent to a unit of competency previously completed with another provider, credit transfer will be offered and the course length adjusted accordingly. It is the responsibility of the student to provide the relevant evidence of qualifications or statements of attainment issued by other Registered Training Organisations, which will be verified by the College prior to credit transfer being applied.
Your trainer/assessor is able to clarify any aspect of an assessment task prior to it being administered. This may include clarifying: knowledge and skills covered during the training program; the meaning of written assessment questions; performance standards for practical assessments; and marking criteria.
Once the assessment process has commenced however, the assessor is not able to provide any intervention or guidance, unless it is to prevent an unsafe act from being performed.
Please ask for help when you need it, as your trainer/assessor may not be aware that you have not understood aspects of the training program, or are not feeling confident enough to engage in assessment activities.
Plagiarism is using the words or ideas of others and presenting them as your own. Plagiarism is a type of intellectual theft. It can take many forms, from deliberate cheating to accidentally copying from a source without acknowledgement. In your assessments you must come up with your own ideas, however, at times you may need to make reference to work that has been conducted by others. Important points to be aware of:
Know what plagiarism is refer tohttp://www.plagiarism.org/ for more informationReference your work / acknowledge all of your sources
All of the following are considered plagiarism:
turningin someone else’s work as your owncopying words or ideas from someone else without giving creditfailingto put a quotation in quotation marksgiving incorrect information about the source of a quotationchanging words but copying the sentence structure of a source without giving creditcopying so many words or ideas from a source that it makes up the majority of your work, whether you give credit or not…
Where a student plagiarises, the student will need to resubmit their work and will be given a first and final warning for misconduct. If a student plagiarises a second time, their CoE may be cancelled immediately for serious misconduct.
iParadigms. 2014. What is Plagiarism?. [ONLINE] Available at: http://www.plagiarism.org/plagiarism-101/what-is-plagiarism. [Accessed 17 April 2016].
When submitting an assessment task, please adhere to the following:
Accompleted Assessment Cover Sheet must be attached to the front of all work submitted forWritten assessment tasks must be submitted using the recommended format for written submissions (see below), or they may be hand written. Please ensure that your handwriting is clear and legible.When answering questions associated with an assessment task, ensure that you use your own words (plagiarism will not be tolerated) and reference where appropriate.Ensure that your assessment task is submitted on or before the due date specified by your trainer/assessor.
When you have completed each assessment task you will need to submit it to your assessor. Further instructions about submission can be found at the beginning of each assessment task.
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.
Once your submitted assessment task has been assessed, your assessor will provide you with feedback and the assessment outcome.
When you are using a word processing program, such as Microsoft Word, to prepare your written assessment task, please adhere to the following guidelines:
CompletedAssessment Cover Sheet
Title of the task
Arial, Size 14 , Bold
Headings
Arial,Size 12 , Bold
Text
Arial,Size 11
TableContent
Arial,Size 10
LineSpacing
5
Length
Thenumber of words are specified in the task description for each individual assessment method, where applicable.
Presentationsare to be created using presentation software, such as Microsoft Resources such as a data projector, whiteboard markers, speakers, pen pointers and presentation screens will be provided.
The following outlines the requirements of your final assessment for these units. You are required to complete all tasks to demonstrate competency in these units.
Your assessor will provide you with the due dates for each assessment task. Write them in the table below.
Assessment Requirements
Due date
1. Written questions
2. Practical Assessment
Agreement by the student
Read through the assessments in this booklet before you complete 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
No
Do you understand the requirements of this assessment?
Yes
No
Do you agree to the way in which you are being assessed?
Yes
No
Do you have any special needs or considerations to be made for this assessment? If yes, what are they?
Yes
No
Do you understand your rights to appeal the decisions made in an assessment?
Yes
No
Student Name:
Student Signature:
Date:
Agreement by the assessor
Has the student completed their formative activities/assessments satisfactorily?
Yes
No
Do you agree that this student is ready to undertake the summative assessment?
Yes
No
Assessor Name:
Assessor Signature:
Date:
Students:
Pleasecomplete this cover sheet clearly andMakesure you have kept a copy of your
Student Name:
Student Id:
Date of submission:
Unit:
SITXCOM010 – Manage conflict
Assessment Task 1:
Written questions
STUDENT DECLARATION
I declare the following:
The purpose and outcomes of assessment have been explained
The re-assessment and appeals process have been explained to me
Recognition of Prior Learning (RPL) and Credit Transfer (CT) have been explained to me
DIC has informed me about Language Literacy Numeracy (LLN) assistance available to me
I understand that assessments can either be given to the trainer or emailed to them
That completed assessment tasks are my own work
Noneof this work has been completed by any other
I have not cheated or plagiarised the work or colluded with any other student/s.
I have correctly referenced all resources and reference texts throughout these assessment tasks
I understand that if I am found to be in breach of policy, disciplinary action may be taken against me
I have made a photocopy or have kept an electronic copy of my completed assessment tasks, which can be produced for the assessor when asked for
I understand that for resubmissions, a cost of $100 per practical assessment and $50 per theory assessment will be charged to me.
Please Note: The above must be completed in full before your assessment work is assessed
Assessment Task 1: Written questions
Task summary:
This is an open book test you can use the Internet, online portal, textbooks and other documents to help you with your answers, if required.
You must answer ALL questions correctly.
Write your answers in the space provided.
Email your completed document to your assessor for assessment
Your assessor will provide feedback on any incorrect answers and will allow you to resubmit
RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK
Computer with internet and email access, and a working web browserInstalled software: Word, Adobe Acrobat Reader
When and where should the task be completed?This assessment will be done in your own time as Refer to your study guide for reference.Your assessor will provide you with the final due date for this
WHAT NEEDS TO BE SUBMITTED ?
Your answers to these
INSTRUCTIONS
Answer the questions below.
SITXCOM010 – Manage conflict
Question 1: (a) What is conflict? How does conflict occur?
Listand briefly explain 6 common causes of conflict?
Question 2 Read the scenarios below about some of the common conflict situations that occur in the workplace.
Answer the questions that follow.
Scenario 1
Rose works as a waitress in The Continent Hotels Peetal restaurant. Two customers walk in to the restaurant and seat themselves on an empty table. Rose takes the customers order.
Meanwhile a group of 20 people enter the restaurant. Rose gets busy trying to seat the large party of 20. In dealing with the large group, Rose forgets to place the order she had taken for the first two customers. Rose finally remembers to place the order after 20 minutes have gone by, resulting in the two customers receiving their orders only after 1 hour. The customers became angry because of the delay and demanded to speak to the manger.
a. Identify what type of conflict situation is happening in the scenario.
b. Identify the cause that led to the conflict in the scenario.
Scenario 2
Ross is the supervisor of The Continent Hotel. A guest comes to the front desk and complains that the room he has been given has no running water in the bathroom, has unchanged bedsheets and has one light that is not working. He tells the front desk staff that he had paid a premium rate for the room and starts talking very loudly expressing how disappointed he is in the service. Ross hears this and comes to the guest. The guest is very angry and demands a refund.
a. Identify what type of conflict situation is happening in the scenario.
b. Identify the cause that led to the conflict in the scenario.
Scenario 3
Smith and Devon work at The Continent Hotels Lounge Bar as bartenders. Smith works the afternoon shift while Devon works the evening shift. Devon receives more tips than Smith because more customers come in the evening. Smith feels that it is unfair and wishes to request that he is given a chance to work the evening shift too. Devon does not like it but Smith still wants to proceed with his request to the manager.
a. Identify what type of conflict situation is happening in the scenario.
b. Identify the cause that led to the conflict in the scenario.
Scenario 4
Rachel and John both work at the front desk of The Continent Hotel. Today, Rachel noticed that John came in late. When he arrived, his face was a bit flushed, and his eyes were a bit red. He also has a mild smell of alcohol on him masked by his strong perfume when Rachel passed by. Rachel noticed that John seemed to be more sluggish and was taking a few minutes longer to answer the queries of the customers. Rachel asked John if he has been drinking. This made him angry, and he asked her to mind her own business. Rachel is concerned with Johns drunken state and decides to tell the manager about it.
a. Identify what type of conflict situation is happening in the scenario.
b. Identify the cause that led to the conflict in the scenario.
Question 3
Complete the table below:
Identifythe five stages of conflictInyour own words, describe each stage of conflict Each response must be in 30 words or more.
Stages of Conflict
Description of Each Stage
i.
ii.
iii.
iv.
v.
Question 4
Complete the table below:
Identifythe five levels of conflictInyour own words, describe each level of conflict Each response must be in 30 words or more
Levels of Conflict
Description of Each Level
i.
ii.
iii.
iv.
v.
Question 5:
Read the following scenario and answer the questions below.
Tom is a supervisor who works at The Continent Hotels The Lounge Bar. Today, a group of men came into the bar to celebrate. The group came in noisily with some already boisterously laughing. This caused Tom to feel cautious about the group.
As Tom proceeds with his work, he keeps constant attention on the group. Over the next 2 hours, he noticed the following:
When Anna, one of the waitresses, approached the groups table to clear their drinks, the men behaved inappropriately toward her, causing Anna to complain to Tom.Some of the members have become louder and caused one of the customers to complain to Tom about the noise.
All the complaints he received caused Tom to feel irritated with the group. So, he approached the group to remind them to keep their voices down and to stop harassing the staff. However, the group of men had become too intoxicated and one of the men got angry at Toms reminder.
Tom tried to explain but this only made the man angrier and attempted to hold Toms shirt collar. Tom called for security and had them take the guy out of the bar. The security team also asked the rest of the group to leave.
Answer the questions below based on the scenario.
a. Identify at least two signs that indicate that a conflict might arise between Tom and the group.
Signs refer to indicators that conflict is about to happen.
i.
ii.
b. Identify at least two factors that caused the conflict between Tom and the group.
Factors refer to situations or behaviours that caused the conflict.
i.
ii.
c. Identify the two results of the conflict between Tom and the group.
i.
ii.
Question 6:
In your own words, explain how the listed conflict-resolution techniques are applied to resolve conflicts in the workplace.
Each response must be in 30 words or more.
Conflict-resolution Technique
How Each Technique is Applied in Resolving Conflicts at Work
a. Assertiveness
b. Negotiation
c. Use of appropriate communication
d. Acknowledge the views of all the involved parties
e. Providing each party an opportunity to express their views
f. Respond to all the parties involved sensitively
g. Respond to all the parties involved courteously
h. Respond to all the parties involved respectfully
i. Respond to all the parties involved discreetly.
j. Minimise the impact of conflict on colleagues
k. Minimise the impact of conflict on customers
Question 7:
In your own words, explain how the listed resources help in managing conflicts in the workplace. Each response must be in 30 words or more.
Resources
How Each Resource Help in Managing Conflict at Work
i. Counsellors
ii. Internal security staff
iii. Mediators
iv. Other staff members
v. Police
Question 8:
Answer the questions below about the communication techniques used in resolving conflict in the workplace.
a. In your own words, explain how each of the communication techniques below is applied when resolving workplace conflict.
Each response must be in 30 words or more
Communication Techniques
How Each Communication Technique Is Used to Resolve Disputes at Work
i. Active listening
ii. Empathizing with the persons situation while upholding organizational policy
iii. Non-verbal communication
iv. Recognition of non-verbal signs
v. Language style
b. Complete the table below by:
i. Identifying at least two questioning techniques that can be applied to resolve workplace conflicts
ii. In your own words, explain how each identified questioning technique is applied in conflict resolution.
Each response must be in 30 words or more
Questioning Technique
How Each Questioning Technique Is Used to Resolve Disputes at Work
i.
ii.
Question 9:
Read the following scenarios about communicating techniques for different social and cultural groups. Answer the questions that follow.
Scenario 1
Jenna works as a supervisor at The Continent Hotels Peetal Restaurant. Today, one of the waiters approached her and informed her about a complaint from two Aboriginal and Torres Strait Islander guests. Jenna learnt from her training that to communicate with Aboriginal and Torres Strait Islander people you have to take into consideration the following:
Direct eye contact with a person during a conversation may be considered rude.
Being silent in the conversation usually means that the person is thinking and listening properly, or showing you respect as you talk.
Some Aboriginal and Torres Strait Islander people do not speak the conventional English very well and may have a hard time understanding jargons and technical terms.
Answer the question below based on the scenario.
a. Below are some of the techniques Jenna can use to communicate with Aboriginal and Torres Strait Islander people.
In 30 words or more, explain how Jenna can apply each technique in this scenario during communication.
Communication Technique
How to Apply Each Technique During Communication
i. Talking at the right pace
ii. Keeping the language simple and easy to understand
iii. Listening attentively
Scenario 2
Tom works as a supervisor at the Continent Hotel. Today a front desk staff approached Tom and informed him about a complaint from a non-Indigenous Australian. Tom approached the table and asked what the problem was, it was at that point that Tom found out that the guest was very upset as the wrong room had been allotted to him. Tom learnt from his training that to communicate with non-Indigenous Australian people the following are useful:
Talk directly and clearly.
It is important to adapt your actions, tone of voice, and facial expressions to the situation.
Listen to what the person has to say and do not interrupt. Answer the question below based on the scenario.
a. Below are some of the techniques Tom can use to communicate with non-indigenous Australian people.
In 30 words or more, explain how Tom can apply each technique in this scenario during communication.
Communication Technique
How to Apply Each Technique During Communication
i. Using the appropriate non- verbal cues
ii. Using appropriate language style
Scenario 3
Anna works as a manager in The Continent Hotel. Today one of the staff members approached Anna and informed her about a complaint from two elderly guests. Anna approached the guests and asked what the problem was. It was at this point that she found out that both guests were complaining about the noise coming from the next room. The two guests look annoyed. Anna learnt from her training, that to communicate with the elderly, you must:
Make sure that they hear and understand what is being said clearly
Be respectful of their age
Answer the question below based on the scenario.
a. Below are some of the techniques Anna can use to communicate with elderly guests.
In 30 words or more, explain how Anna can apply each technique in this scenario during communication.
Communication Technique
How to Apply Each Technique During Communication
i. Talking at an appropriate volume of voice
ii. Use appropriate language style
Scenario 4
Smith works as a manger of a travel company. Today one of the travel agents approached Smith and informed him about a complaint from a Muslim couple about the tour they booked through the company. Smith approached the couple and asked what the problem was. It was at this point that Smith found out that the couple were complaining because the meal that came with their booking. The meal has pork in it. Smith learnt from his training that:
When talking to Muslims, people of the opposite genders do not often communicate directly or establish direct physical contact
If the person is not fluent in English, then adapt the way you talk and your words accordingly. Answer the question below based on the scenario.
a. Below are some of the techniques Smith can use to communicate with the Muslim couple.
In 30 words or more, explain how Smith can apply each technique in this scenario during communication.
Communication Technique
How to Apply Each Technique During Communication
i. Observing religious differences
ii. Keeping the language simple and easy to understand
Question 10:
Access and review your organisations policies and procedures for:
Handlingcomplaints at workHandlingconflict and dispute resolution at work
Submit a copy of the policy and procedures to your assessor prior to this assessment.
Answer the questions below based on the policies and procedures you accessed.
Handling Complaints at Work
a. Outline the policy statement on handling of complaints from the workplace policies and procedures that you accessed.
b. Outline the guideline your organisation follows when doing the steps outlined below.
i. Recording customer complaints
ii. Informing customers of progress of complaints
iii. Responding to customer complaints.
Handling Conflicts and Disputes at Work
a. Outline the policy statement on handling conflicts and disputes between employees at work from the workplace policies and procedures that you accessed.
b. Outline the guidelines your organisation follows when employees consult for conflict or dispute resolution.
c. Outline the guideline your organisation follows when resolving the conflicts or disputes between employees.
Assessors: Please complete and return this feedback sheet to the student with their results and feedback. A copy must be supplied to the office and kept in the students file with the assessment evidence.
Assessment Task 1
Result
Date
Was this a resubmission?
Written questions
? Satisfactory (S)
? Not Satisfactory (NS)
? Yes ? No
Is Resubmission required?
? Yes ? No
Resubmission Due Date:
ASSESSOR FEEDBACK
Assessor Signature:
Assessor Name:
Date:
Students:
Pleasecomplete this cover sheet clearly andMakesure you have kept a copy of your
Student Name:
Student Id No:
Date of submission:
Unit:
SITXCOM010 – Manage conflict
Assessment Task 2:
Practical Assessment- SITXCOM010 – Manage conflict
STUDENT DECLARATION
I declare the following:
The purpose and outcomes of assessment have been explained
The re-assessment and appeals process have been explained to me
Recognition of Prior Learning (RPL) and Credit Transfer (CT) have been explained to me
DIC has informed me about Language Literacy Numeracy (LLN) assistance available to me
I understand that assessments can either be given to the trainer or emailed to them
That completed assessment tasks are my own work
Noneof this work has been completed by any other
I have not cheated or plagiarised the work or colluded with any other student/s.
I have correctly referenced all resources and reference texts throughout these assessment tasks
I understand that if I am found to be in breach of policy, disciplinary action may be taken against me
I have made a photocopy or have kept an electronic copy of my completed assessment tasks, which can be produced for the assessor when asked for
I understand that for resubmissions, a cost of $100 per practical assessment and $50 per theory assessment will be charged to me.
Please Note: The above must be completed in full before your assessment work is assessed
Task Summary:
This workplace assessment requires you to resolve escalated customer and workplace complaints or disputes and evaluate conflict resolution.
This assessment is divided into three tasks:
Task1: Resolve Escalated Customer Complaints/DisputesTask2: Resolve Escalated Employee DisputesTask3: Evaluate Conflict Resolution
You are required to complete the assessment tasks in a real workplace, or in an environment with conditions similar to that of a workplace.
Each task comes with a set of instructions. You are to follow these instructions to complete the assessment. Each task will require you to either:
Submitcompleted workplace templates and/or any required documentation; orDemonstratetask requirements while being observed by the
Some tasks may include both requirements. These will serve as evidence of your task completion.
Before starting this assessment, your assessor will discuss with you these instructions, resources, and guidance for satisfactorily completing the tasks.
You are required to:
Completethe tasks within the time allowed, as scheduled in-classResolveat least three customer complaints/disputes escalated toResolveat least two employee disputes escalated to youCommunicatewith parties involved in each complaint or disputeEvaluateconflict resolutionReflecton results of the evaluationDiscuss each requirement with your assessor before commencing with each task. They will organise the resources required for this assessment.
Forms and Templates
Generic forms and templates to be used for the assessments are specified for each task unless otherwise stated. These can be accessed from the following link:
SITXCOM010 Forms and Templates
Discuss with your assessor first to ensure that the forms/templates you will use cover all criteria required by each assessment task.
Review these forms and templates with your assessor before starting the task. Use the following credentials to access the Simulated Business
The Continent Hotel Simulated Business for the SIT Units: https://thecontinenthotel.precisiongroup.com.au/
Username: durbaninternationallearner
Password: <<>>
Note: Assessors must ensure that the observation forms and assessors checklists are well considered for assessing the competency of the practical assessment.
Your trainer/ assessor will:
observeyou using the observation checklist below as a guide for three (3) simulated practicalplacea tick ( ? ) satisfactory performance or cross ( x ) unsatisfactory performance in the box provided against each assessment criteria in the observation checklistidentifyany areas you may be underperforming in and provide you with feedbackadviseyou if you need to be re-assessed, have been deemed Not Yet Satisfactory, and will inform you of the date and time this will take place.
When and where should the task be completed?
Thisis a simulated workplace task to be completed in the simulatedYourassessor will provide you with the dates for thisAssessmentwill be conducted over
Resources and equipment required to complete this taskComputerwith internet and email access, and a working web browserInformationgiven in theInstalledsoftware: Word, Adobe Acrobat ReaderAnindustry workplace, or a simulated industry environment that will allow you access to:
o Organizational policies and procedures on:
Customercomplaint/dispute resolutionEmployeedispute resolutionWorkplacedocumentation, including:Recordsof at least three customer complaints/disputes escalated to you
These three complaints/disputes must relate to at least three of the following matters:
CulturalmisunderstandingIncorrectpricing of product or serviceDelaysor errors in providing product or serviceMisunderstandingof customer request or communication barrierPersonwho appears to be violent or threateningProblemor fault with product or serviceRefusedentry or ejection from premisesSituationwhere someone has been hurt or may be hurtRecordsof at least two employee disputes escalated to you
Thesetwo disputes must relate to at least two of the following matters:Adispute or argument among work colleaguesDrugor alcohol-affected personJobduties or rostersLackof competenceDocuments with information on the scope of your role and responsibilities in relation to the resolution of the following:Customercomplaints/disputesEmployeedisputes
This includes:
Youremployment contractYourjob descriptionWorkplacetemplates, including or similar to the following:Complaint/ConflictResolution Report for Workplace Assessment Task 1DisputeResolution Report for Workplace Assessment Task 2ContinuousImprovement Report for Workplace Assessment Task 3People,including:Theparties involved in each of the three customer complaints/disputes escalated to you that you must resolve in Workplace Assessment Task 1Theparties involved in the customer complaints/disputes include:Thecustomer/s who raised the complaint/disputeAnyemployee/s whom the complaint/dispute is addressed toAny employee/s handling the service/product the customer/s is complaining/disputing aboutTheparties involved in each of the two employee disputes escalated to you that you must resolve in Workplace Assessment Task 2
o Opportunity to:
Resolveat least three customer complaints/disputes escalated to you in Workplace Assessment Task 1Resolveat least two employee disputes escalated to you in Workplace Assessment Task 2Communicatewith the parties involved regarding the resolution of customer complaints and employee disputes in Workplace Assessment Task 3Evaluatethe feedback received in Workplace Assessment Task 3Reflecton the results of the evaluation in Workplace Assessment Task 3
INSTRUCTIONS
Assessment Task 2: Resolve Escalated Customer Complaints or Disputes You will be observed by your assessor as you resolve at least three customer complaints/disputes escalated to you. You must also prepare at least one Complaint/Dispute Resolution report for each complaint or dispute.
Use the Complaint/Dispute Resolution Report template provided at The Continent Hotel site. Before starting this task, you must:
Accessand review the following:
o Organisational policies and procedures on customer complaint/dispute resolution
o Records of at least three customer complaints/disputes escalated to you
Note: You can use the given scenarios or your trainer will provide you with the complaints/disputes.
These three complaints/disputes must relate to at least three of the following matters:
CulturalmisunderstandingIncorrectpricing of product or serviceDelaysor errors in providing product or serviceMisunderstandingof customer requests or communication barrierPersonwho appears to be violent or threateningProblemor fault with product or serviceRefusedentry or ejection from premisessituationwhere someone has been hurt or maybe hurtDocumentswith information on the scope of your role and responsibilities in relation to customer complaint/dispute resolution.
This includes:
YouremploymentYourjob description.Identifythe following for each of the three customer complaints/disputes escalated to youAtleast one potential for conflict for each identified customer complaint/dispute.
Potential for conflict refers to the factors within the escalated complaint/ dispute that may lead to an actual conflict
Atleast one situation that may threaten the safety of the parties involved
Only one of the three customer complaints/disputes is required to include a threatening situation.
Allparties involved in each complaint/disputeResearchthe following resources to help resolve the escalated customer complaints/disputesAtleast one source of external assistanceThisincludes counsellors, mediators and police.Atleast one source of internalThisincludes staff members, internal security staff.This mustinclude at least one source of assistance that can handle threats to the personal safety of
You will be assessed on your practical skills to:
Organisethe sources of assistance you researched to help in resolving customer complaints/disputes.
Resolveeach customer complaint/dispute:
o according to organisational policies and procedures on customer complaint/dispute resolution
withinscope of your own role and responsibilities within the In doing so, you must:Discuss the following with at least one representative from each of the parties involved in each customer complaint/dispute:Natureof each complaint/disputeDetailsof each complaint/disputeImpactof each complaint/dispute on each of the parties involvedDuringthe discussion, you and parties involved must also agree on the nature and details of the conflict.Usethe following during discussion:Atleast two conflict resolution techniquesAtleast two communication techniques
The resources organised to assist in resolving each customer complaint/dispute.
Scenario 1:
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.
Scenario 2:
A customer complains about breakfast quality. According to her, the hotel advertised a high-quality free continental breakfast and the served breakfast was not as per the expectations. She mentioned that she was going to book a room in the next month but now she is going to give it a second thought. How will you manage this complaint?
Scenario 3:
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, and 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 customers complaint?
Scenario 4:
A guest came in and complained that certain aspects of their stay dont match up to what was promised on the website and they have been charged extra for even those services which were supposed to be complimentary as per the website. For example; as per the website the third-night stay was supposed to be free but thats not the case in reality. You checked the website and found that the customer was right. However, the reservations for Stay Free Plus nights are required to be booked in advance which the customer failed to do. The customer further complained about not having enough complimentary supplies in their room and they have been charged for using the minibar and the housekeeping staff forgot to put the fresh towels in the bathroom yesterday.
How will you manage this situation?
NB .Thereare three (3) practical observations to be conducted over
You will be observed by your assessor as you resolve at least two employee disputes escalated to you. You must also prepare at least one Dispute Resolution report for each dispute.
Use the Dispute Resolution Report template provided at The Continent Hotel site. Before stating this task, you must:
Accessand review the following:Organisationalpolicies and procedures on employee dispute resolutionRecordsof at least two employee disputes escalated to you
Note: You can use the given scenarios or your trainer will provide you with the complaints/disputes.
These two disputes must relate to at least two of the following matters:
Adispute or argument among work colleaguesDrugor alcohol-affected personJobduties or rostersLackof competenceDocumentswith information on the scope of your role and responsibilities in relation to employee dispute resolution.
This includes:
Youremployment contractYourjob description
Note: the required job description and sample employment contract can be sourced from the internet. Relevant roles and responsibilities are given in the appendices.
Ensure to attach the above documents with the assessment.
Identifythe following for each of the two employee disputes escalated to you:Atleast one potential for conflict for each identified employee
Potential for conflict refers to the factors within the escalated dispute that may lead to an actual conflict.
Atleast one situation that may threaten the safety of the parties involved
Only one of the two employee disputes is required to include a threatening situation.
All parties involved in each dispute
Researchthe following resources to help resolve the identified employee disputesAtleast one source of external assistanceThisincludes counsellors, mediators and police.Atleast one source of internalThisincludes staff members and internal securityThis must include at least one source of assistance that can handle threats to the personal safety of
You will be assessed on your practical skills to:
Organizethe sources of assistance you researched to help in resolving employeeResolveeach employee dispute:
accordingto organizational policies and procedures on workplace/employee dispute resolutionwithinscope of your own role and responsibilities within the In doing so, you must:Discussthe following with at least one representative from each of the parties involved in each employee dispute:Natureof each disputeDetailsof each disputeImpactof each dispute on each of the parties involvedDuring the discussion, you and parties involved must also agree on the nature and details of the conflict.Usethe following during discussion:Atleast two conflict resolution techniquesAtleast two communication techniquesTheresources organized to assist in resolving each employeeIdentifythe following:Impactof each employee dispute on the organizations reputation and legal liability At least two options for resolving each disputeEvaluatethe following:Impactof each employee dispute on the organisations reputation and legal liabilityTheidentified options for resolving each employee disputeIdentifyat least one solution for each identified employee dispute from the options you evaluatedImplementthe identified solution for each employee dispute
To complete this task, you must complete the Dispute Resolution Reports using the above information. Review the following before starting this task:
Workplace Assessment Task 2 Assessors ChecklistWorkplace Assessment Task 2 Observation Form
These forms outline the following:
Resourcesyou are required to access to complete theAllcriteria your submission must address to satisfactorily complete thisAllpractical skills you need to demonstrate to satisfactorily complete the observation
You assessor will discuss these resources with you, and the criteria outlined in these forms prior to this assessment.
Review the template you will use to complete this task. If you are using a template from your workplace/organisation, discuss with your assessor to ensure that the template covers all requirements that apply to this task. Otherwise, use the Dispute Resolution Report template provided at the Continent Hotel site.
Submit at least two Dispute Resolution Reports one for each dispute escalated to you.
You must also submit copies of the sources/document you accessed during research with information on the resources to help resolve the identified complaints/disputes as supplementary evidence.
Scenario 1:
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.
Scenario 2:
Two kitchen staff members have complained about the kitchen manager who usually drinks alcohol during his shifts and often misbehaves with staff. You are working as a general manager and you are required to take quick action as per the Hotels Drug & alcohol policy.
Scenario 3:
Sous Chef Ivy has complained about the work pressure as she has been performing the supervisory tasks which come under the Head chefs scope of responsibility. She has been constantly asked to provide training to the new employees and assist other staff in the preparation of special dishes. She further mentioned that it has been really hard for her to cope with everything as many times the Head chef got into an argument with her when she tried to discuss things with him. Ivy thinks that
Meanwhile, the head chef Oliver has told a different story about her. He explained that Ivy procrastinates the kitchen tasks and gets into an argument whenever he delegates any task to her. She is a difficult employee to work with and affects the whole kitchens staff morale.
Youwill be observed by your assessor as you evaluate conflict resolution done in Workplace Assessment Task 1 and Workplace Assessment Task 2. You must also prepare a Continuous Improvement Report.
Use your workplace/organisations template to complete this task, or use the Continuous Improvement Report template provided.
Before starting this task, you must:
Accessand review the following:Complaint/DisputeResolution Reports prepared in Workplace Assessment TaskDisputeResolution Reports prepared in Workplace Assessment TaskOrganizationalprocedures for evaluating conflict resolution You will be assessed on your practical skills to:Communicatewith the parties involved in the following:Atleast three customer complaints/disputes from Workplace Assessment Task
Atleast two employee disputes from Workplace Assessment TaskDuringcommunication, you must:Seekat least one feedback from each of the parties involved about the resolution implemented to each complaint or disputeProvideat least one feedback to the each of the parties involved about resolution implemented to each complaint or disputeEvaluatethe following based on feedback received:Atleast three customer complaints/disputes in Workplace Assessment Task 1Atleast two employee disputes in Workplace Assessment Task 2.Effectivenessof solutions implemented to each customer complaint/dispute and each employee dispute
Reflect on the results of the evaluation
To complete this task, you must:
Identifythe following:Atleast two causes for each of the following:Customerconflicts in the workplaceEmployeeconflicts in the workplaceAtleast one for each of the following to prevent the identified causes from becoming conflicts:Enhancementin the workplaceImprovementin the workplaceCompletea Continuous Improvement Report using the above Review the following before starting this task:Workplace Assessment Task 3 Assessors ChecklistWorkplace Assessment Task 3 Observation Form
These forms outline the following:
Resourcesyou are required to access to complete theAllcriteria your submission must address to satisfactorily complete thisAllpractical skills you need to demonstrate to satisfactorily complete the observation
You assessor will discuss these resources with you, and the criteria outlined in these forms prior to this assessment.
Use the Continuous Improvement Report template provided at The Continent Hotel site. Submit the Continuous Improvement Report to your assessor.
Assessors: Please complete and return this feedback sheet to the student with their results and feedback. A copy must be supplied to the office and kept in the students file with the assessment evidence.
Assessment Task 2
Result
Date
Was this a resubmission?
Practical Assessment
? Satisfactory (S)
? Not Satisfactory (NS)
? Yes ? No
Is Resubmission required?
? Yes ? No
Resubmission Due Date:
ASSESSOR FEEDBACK
Assessor Signature:
Assessor Name:
Date:
Appendices
Scope: This policy applies to all employees including staff, contractors, administrators, and managers of Hotel Continent.
Policy Statement:
The purpose of this document is to provide an avenue through which employees and volunteers, and their managers can resolve work-related complaints as they arise.
Hotel Continent will establish mechanisms to promote fast and efficient resolution of workplace issues.
Employees should feel comfortable discussing issues with their manager in accordance with the procedures outlined below.
All formal avenues for handling of grievances will be fully documented and the employees wishes will be considered in determining the appropriate steps and actions.
Procedures
Employment Practices
All Hotel representatives should be aware of the possible ramifications of their actions when dealing with employee issues. They must ensure that all employees are treated with fairness, equality and respect.
If there are any doubts or queries in relation to how to deal with a particular set of circumstances, Hotel representatives should contact the Human Resources Manager for advice at the earliest opportunity.
Where a grievance or dispute has been brought to a Managers attention, they should assess whether the employee involved is covered by an Award or Agreement, and if so should refer to that document for grievance procedures. If the employee or volunteer involved is not covered by such a document, the procedures below must be followed:
Anemployee who considers that they have a dispute or grievance should raise the matter with their internal source of consultee as a first step towards resolution. It can either be
the immediate manager, HR employee, or WHS officer.
Thetwo parties should discuss the matter
Worktogether to achieve the desired
Where the grievance cannot be resolved then the Managing Director should be advised and a resolution by bringing all parties together should be attempted within 48 hours.
Where the grievance cannot be resolved, or if the grievance is against or involving a direct report manager, then the grievance may be raised directly with the Managing Director. Third party advice may be sought by either party at this stage and representation in any discussions may also be accommodated. If a resolution can still not be achieved then the grievance is to be referred to the Executive Director for consideration and final decision on behalf of the organisation.
All procedures must be followed in accordance with, and consideration of, the EEO/ Anti-Discrimination and Privacy legislation. All organisational representatives should attempt to gather all necessary facts, be attentive, objective and operate within the standards outlined in the Fairwork Act 2009.
It is the responsibility of Employees to ensure that:
Theyattempt to resolve any issues through their immediate manager and through internal processes at the earliest opportunity.
It is the responsibility of the Human Resources Department to ensure that:
Allmanagers, supervisors, and employees are aware of their obligations and responsibilities in relation to communication and information sharing with their employees;Ongoingsupport and guidance are provided to all employees in relation to employment and communication issues;Allmanagers, employees, contractors, and volunteers are aware of their obligations and responsibilities in relation to handling grievances;Anygrievance that comes to the attention of managers is handled in the The most appropriate manner at the earliest opportunity.
Managers must document and report any grievance or dispute and inform their immediate Manager. Human Resources Manager will ensure that CEO and Board are informed if required. It is envisaged that this will only occur if there is a pattern or a risk to the business.
The grievant has the right to withdraw a complaint at any stage of the process. However, Hotel has the right to still continue to address the matter.
In a case where private interest, whether pecuniary or otherwise, or personal interests directly or indirectly conflict with or may influence conduct or decisions then this interest should be declared immediately.
Another member of the organization will be delegated with the responsibilities if members of an immediate family or household are involved in influencing the outcome of a grievance.
Where a grievance or dispute may result in communication with an external organization then the
Managing Director will oversee the communication.
Information arising from the complaint will only be used for the purpose of resolving the complaint and in accordance with this policy. All file notes and records relating to the grievance or dispute should be dated and signed and kept in a secure file.
Recommended Technique and Procedures:
When working with complainant and employees, read the following guidelines but undertake what is relevant to the particular situation:
Addressthe issue The longer you let an issue fester, the more time you waste and the greater chance you have of it spiralling into other problems.Addressthe issue Set up a time to talk in a private place, where you wont be overheard or interrupted. Speak to the person with whom you have the conflict and try to resolve the issue one-on-one before involving others.Expect You may have to say up front: Although this is uncomfortable for me, if I dont address this, Im afraid we will not meet our goal.Bespecific and Identify the specific issue at hand and the effect it is having. Avoid generalizing statements such as always, ever or never. Stick to the subject; try not to digress into broad personality issues or revive past issues.Focuson the Do not dwell on problems or blame. Keep the spotlight on finding solutions and how you will reach the desired outcomes. In order to reach the goal of X, I think we need to do Y.Be Doing so establishes an atmosphere of mutual respect and cooperation. Listen to and consider others opinions, points of view and ideas. Understand and appreciate that they think differently than you and may bring a greater, or different, understanding to the table that will help resolve the problem more quickly and effectively.Respond Let the other person know you value what he or she is saying, even if you dont agree. Try to avoid responding negatively or defectively, for example criticizing, ridiculing, dismissing, diverting (talking about yourself rather than about what the other person has said) or rejecting the other person or what they are saying.Knowyour Learn to recognise your personal warning signs for anger and figure out the ways that work for best for you to constructively control your anger.Maintaina sense of Be willing to laugh, including at yourself. Maintaining a sense
of humour can relieve stress and tension, and help get you and others through a difficult time.
Learn to compromise. Compromise is important in any relationship. If you disagree on an issue,discuss the problem calmly, allow each person to explain his or her point of view, and look for ways to meet each other in the middle.
Dont attempt to resolve conflict when tempers are flaring. During an argument, often no one can agree on a reasonable solution. If that is the case, agree to take a break and come back to the problem later, when you have had time to settle down and think about the issue.
Know when to retreat. The conflict resolution process will not always work. The level of the skills of some people may not be at the point where they can be full partners in this process. For example, you may have a spouse who does not want to, or know how to, solvethe You may also have a conflict with a co-worker, boss or higher-up who is known for irrational outbursts. You must take all these factors into consideration and
know when it may be more appropriate for you to cut your losses and retreat
Approvals and Review
Name
Job Role/Position Chief Executive Officer
Next Review Date 24 January 20X
Wait Staff Responsibilities:Greetingcustomers and showing them to theirPreparingtables, ensuring they are clean and fullyMaintainingknowledge of the complete menu, daily specials, and availablePresentingcustomers with the menu, informing them of daily specials, and takingCheckingthe quality of dishes before servingDeliveringfood and beverages in a timelyAttendingtables and ensuring customerDeliveringchecks and takingHandlingcustomerUnderstandingand following the organisational policies and procedures
Strictlyadhering to food, sanitary, and safetyUnderstandingof cultural diversity and
Essential Skills:
Abilityto build relationships with colleagues and customers and ensure mutual satisfactionCustomer-orientedand planning skillsWorkingknowledge of cash register and any ordering information systemOutstandingpeople skillsPatientand friendly with demonstrated experience in problem solving
Chef Job responsibilities:
Setup the kitchen with cooking utensils and equipment, like knives, pans and kitchen scalesStudyeach recipe and gather all necessary ingredientsCookfood in a timely mannerDelegatetasks to kitchen staffInformwait staff about daily specialsEnsureappealing plate presentationSuperviseCooks and assist as neededSlightlymodify recipes to meet customers needs and requests (e.g. reduce salt, remove dairy)Monitorfood stock and place ordersCheckfreshness of food and discard out-of-date itemsExperimentwith recipes and suggest new ingredientsEnsurecompliance with all health and safety regulations within the kitchen areaUnderstandingand following the organizational policies and procedures
Essential Skills:
Advancedknowledge of culinary, baking and pastry techniquesLeadershipskillsAbilityto remain calm and undertake various tasksExcellenttime management abilitiesUp-to-dateknowledge of cooking techniques and recipesFamiliaritywith sanitation regulationsCulinaryschool diploma preferredUnderstandingof cultural diversity and inclusion
Sous Chef:
ResponsibilitiesHelpin the preparation and design of all food and drinks menusProducehigh quality plates both design and taste wiseEnsurethat the kitchen operates in a timely way that meets our quality standardsFillin for the Executive Chef in planning and directing food preparation when necessaryResourcefullysolve any issues that arise and seize control of any problematic situationManageand train kitchen staff, establish a working schedule, and assess staffs performance
Ordersupplies to stock inventory appropriatelyComplywith and enforce sanitation regulations and safety standardsMaintaina positive and professional approach with co-workers and customersUnderstandingand following the organisational policies and procedures
Essential skills Understandingof various cooking methods, ingredients, equipment, and proceduresExcellentrecord of kitchen and staff managementAccuracyand speed in handling emergency situations and providing solutionsFamiliarwith the industrys best practicesUnderstandingof cultural diversity
Hotel Manager Responsibilities:Supervise work atall levels (receptionists, kitchen staff, maids, office employees, etc.) and set clear objectivesPlanactivities and allocate responsibilities to achieve the most efficient operating modelManagebudgets/expenses, analyse and interpret financial information and monitor sales and profitsDevelopand implement an intuitive and efficient marketing strategy to promote the hotels servicesCommunicatewith customers when appropriate (welcome them in the facilities, address their complaints, find solutions to problems, offer information etc.)Dealwith maintenance issues, shortages in staff or equipment, renovationsCollaboratewith external parties such as suppliers, travel agencies, event/conference plannersInspectfacilities regularly and enforce strict compliance with health and safety standardsUnderstandingand following the organizational policies and procedures
Essential skills:
Understandingof all hotel management best practices and relevant laws and guidelines
Excellentcustomer service skills as well as a business mindset
Demonstrableaptitude in decision-making and problem-solving
Reliablewith an ability to multi-task and work well under pressure
Outstandingleadership skills and great attention to detail
Understandingof cultural diversity and
Responding to in-person complaints in 5 steps
Practice and prepare to ease the stress of responding to an unfortunate situation with an in-house guest. Handle in-person guest complaints in five steps:
1. Stay calm and listen.
Stay calm and not respond with emotion. Practice good listening skills. Do not enter the conversation with arrogance or make assumptions about what is upsetting the guest. If a guest is coming to you with a problem, it’s usually because they want to be heard. Hear them out.
2. Identify the type of guest to whom you are speaking.
Choose the problem-solving strategy mindfully. When dealing with a complaint, identify the guests energy, and personality type, and choose a problem-solving strategy that fits the specific situation.
3. Find the real source of the complaint.
If you are having a challenging time getting the information you need from a guest, try a prompting question: Could you give me an example? or Would you mind expanding further?
4. Find and offer a solution.
After you identify the type of guest you’re working with and the true cause of their complaint, find the most appropriate solution. Work to find a resolution that addresses the actual problem as well as the guests feelings about the issue. Guest complaints can often be resolved with a simple acknowledgment followed by an apology and a commitment to doing better next time. Other complaints, however, may require a monetary adjustment to their bill or a one-on-one conversation with management as per the refund policy.
5. Follow up to confirm that the problem was resolved.
Always follow up with hotel guests who have made a complaint. For in-room issues, such as a broken TV or stained comforter, touch base with the guest soon. After maintenance, housekeeping, or the department overseeing the complaint has addressed the issue, give it a few minutes, and then check in with the guest to make sure the problem has been resolved.
When a guest makes a complaint during departure, or after they have left the hotel, look to see if the guest has any upcoming or future reservations. If so, make a note in their next reservation to remind staff of the recent complaint.
Responding to written guest complaints
Responding to written guest complaints, whether on paper or online, is similar to handling an in-person complaint. The primary difference is that responders have time to contemplate and craft their answers with care.
When managing written guest complaints, try:
Respondingwith respect and
Acknowledgingguest concerns and taking
Offeringa solution and your commitment to
Askingfor the chance to provide a better experience in the
Keepingyour tone professional and consistent across all
Scope: This policy applies to all employees including staff, contractors, administrators, and managers of Hotel Continent.
The purpose of this document is to provide an avenue through which Hotel Continent staff can ensure that the conflict resolution result is always effective.
Hotel Continent will establish mechanisms to promote the fast and efficient resolution of workplace Issues
Procedure
When reflecting on the conflict, managers should take a holistic approach. They should reflect on the environment, the parties involved and the root cause.
Evaluating conflict solution effectiveness involves three primary steps.
Feedback plays a vital role in evaluating the conflict resolution. While seeking feedback, the following information should be gained:
While providing feedback, the following information should be shared:
Ways of Seeking and Providing Feedback
Post-resolution feedback is provided and sought in different ways. It depends on the situation, access to parties involved and ease of communication. The following methods of providing and seeking feedback can be considered.
Methods
Description
Seeking Feedback
Providing Feedback
In-person
Meeting the parties involved in the conflict for a face-to-face discussion.
The HR department can schedule a discussion with the concerned person.
They can conduct a detailed interaction to
analyze the person’s satisfaction level.
This could also be an excellent opportunity to understand areas of
improvement going ahead.
Explain to the parties in conflict in person the impact of conflict and how it could have been avoided.
If there is any difference of opinion, it can be sorted in the same meeting.
Written feedback is provided
and sought through emails.
The feedback sought is
verbatim.
There is less chance of information being misunderstood.
The emails sent should contain details on what went wrong and what could have been done to avoid conflict.
Telephonic
A telephonic conversation is helpful when the concerned person is located remotely.
A scheduled phone call with the concerned employee or customer can be used to gauge satisfaction levels.
With permission, these calls can also be recorded for future
reference.
Feedback is given via telephone call and is usually followed by a written recap to prevent misunderstandings.
If needed, the parties can ask for a face-to-face discussion.
Once the feedback is gathered the general manager is responsible to organize the analysis of the feedback and based on the analysis results identifying the lessons learned.
The analysis results and improvement actions will be recorded in the continuous improvement register.
Applicable legislation: Fair work Act 2009
Antidiscrimination Act 1991
Privacy Act 1988
Student Notes
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