V2 - SITXCOM005 - Manage Conflict - Student Assessment and Guide

SIT40516 - Certificate IV in Commercial Cookery
SITXCOM005- Manage Conflict
Student Assessment Guide
Student ID: _________________________
Student Name: _________________________
THE EARLY CHILDHOOD LEARNING COMPANY PTY. LTD. T/A ASTRAL SKILLS INSTITUTE OF
USTRALIA ABN: 80 600 951 264 RTO: 41322 CRICOS: 03858C
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Level-6, Suite 6.01/138 Queen Street, [email protected]
(02) 4608 9972 Release Date: Dec 2020
Campbelltown, NSW 2560 www.asia.edu.au Page 1 of 83
Competency Record Summary Sheet
Unit of Competency: SITXCOM005 - Manage Conflict
Student Name: Student ID:
Assessor Name: Date of Completion:

Student Results
Not yet
Assessments Not
Satisfactory(S) satisfactory
Completed
(NYS)
Assessment 1: Knowledge Test   
Assessment 2: Role play   
Assessment 3: Scenario   
Comments:
Note: student is required be marked satisfactory in all assessment tasks to be deemed

competent in this unit.
 Competent  Not Yet Competent

Unit Outcome:
ASTRAL SKILLS INSTITUTE OF AUSTRALIA
Is re-assessment required:  Yes  No
ABN: 80 600 951 264RTO: 41322CRICOS:
Assessor
Level-6, SuiteSignature:
6.01/138 Queen Street, +000 12345 6789 [email protected]: Version 1.0
Campbelltown, NSW 2560. +000 12345 6789 www.astralskillsinstitute.com Release Date: September 2019
Page No:
Student Signature: Date:
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ASSESSMENT RECEIPT FORM
STUDENT NAME:
STUDENT ID:
COURSE CODE: SIT40516
COURSE TITLE: Certificate IV in Commercial Cookery
TRAINER/ASSESSOR NAME:
DUE DATE
UNIT CODE AND SITXCOM005- MANAGE CONFLICT
DESCRIPTION
NOTE:
1. This form must be stapled on top of the Assessment Workbook upon submission.
2. This Assessment Receipt Form must be dated and signed in.
DECLARATION
1. I am aware that penalties exist for plagiarism and academic dishonesty.
2. I am aware of the requirements set by my Trainer/Assessor.
3. I have retained a copy of my Assessment.
Student Signature: Date:
ASSESSMENT RECEIVED BY ASTRAL Institute Staff

Name:
Date:
Signature:
=================================
ABN: 80 600 951 264RTO: 41322CRICOS: Tear Here ===========================
Level-6, Suite 6.01/138 Queen Street, +000 12345 6789 [email protected] Version 1.0
Students must retain
Campbelltown, this as a Record of +000
NSW 2560. Submission.
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Page No:
Assessment Handed on:
Unit Code & Description: SITXCOM005- MANAGE CONFLICT
TRALIA ABN: 80 600 951 264 RTO: 41322 CRICOS: 03858C
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ABOUT THIS BOOKLET
This assessment booklet and tools has been designed for students undertaking face to face mode of
study to provide information before students take assessments and contains assessment tools to
assess the skills and knowledge required from students to be deemed competent in this unit.
This booklet might not be suitable for students taking other modes of study e.g. online or work
based.
Please read all the information given to you when you receive this assessment booklet. If you do
not understand any part of this booklet, please inform your assessor/trainer.
The assessment booklet contains two (2) parts:
PART 1: Assessments information: This part contains information on assessments for this unit of
competency and how assessment will be conducted throughout unit to achieve the competency. It
includes:
 Application of the unit of competency

 Purpose of assessment
 Elements, performance evidence and knowledge evidence requirements of the unit
 Conditions, context, required resources and location of the assessment.
 Assessment tasks.
 Outline of evidence to be collected.
 Administration, recording and reporting the requirements including special adjustments,
appeals, reasonable adjustments and assessors’ intervention.
PART 2: Assessment tasks: This part contains the information to successfully undertake the
assessment task. In each assessment task, students will find the following information:
ASTRAL
 TaskSKILLS
instructions.INSTITUTE OF AUSTRALIA
ABN:80 600 951 264RTO:
Role play41322CRICOS:
/ Practical Demonstration information.
Information on resources
Level-6, Suite 6.01/138 required, where
Queen Street, applicable
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PART 1 - Assessment Information
Application of the unit of competency:
This unit describes the performance outcomes, skills and knowledge required to resolve complex or
escalated complaints and disputes with internal and external customers and colleagues. It requires
the ability to use effective conflict resolution techniques and communication skills to manage
conflict and develop solutions. It does not cover formal negotiation, counselling or mediation.
The unit applies to all tourism, travel, hospitality and event sectors.
The unit applies mainly to senior operational personnel, supervisors and managers who operate
with some level of independence and use discretion and judgement to resolve conflicts. No
occupational licensing, certification or specific legislative requirements apply to this unit at the time
of publication.
Purpose of assessment:
The purpose of assessment is to determine competency in the unit SITXCOM005- Manage Conflict
1. Identify conflict situations.
2. Resolve conflict.
3. Evaluate conflict resolution.
Performance evidence:
Evidence of the ability to complete tasks outlined in elements and performance criteria of this
unit in the context of the job role, and:
 resolve escalated complaints or disputes with customers in relation to at least three of

the following matters:
 delays or poor timing of product or service supply
 incorrect pricing of product or service
 delays or errors in providing product or service
 misunderstanding of customer request or communication barrier
 problem or fault with product or service
 refused entry or ejection from premises
 resolve team member disputes in relation to at least two of the following complex
matters:
 dispute or argument among work colleagues
 job duties or rosters
 lack of competence
 worker mistake
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 dismissal
 cultural misunderstanding
 take appropriate action in response to at least two of the following threat or conflict
situations:
 customer refusing to leave or be pacified
 drug or alcohol-affected person
 person who appears to be violent or are threatening
 people involved in physical violence
 person with gun or arms
 situation where someone has been or may be hurt
 use a range of conflict-resolution techniques and communication skills when seeking to
resolve above situations.
Knowledge Evidence
Demonstrated knowledge required to complete the tasks outlined in elements and

performance criteria of this unit:
 commonly occurring conflict situations in the tourism, travel, hospitality and event
industries and their typical causes
 conflict theory:
 signs
 stages
 levels
 factors involved
 results
 conflict-resolution techniques:
assertiveness
negotiation
ASTRAL SKILLS INSTITUTE
use of appropriate OF AUSTRALIA
communication
ABN: 80 600 951resources to assist in managing conflict:
264RTO: 41322CRICOS:
 counsellors
Campbelltown, NSW  internal
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 mediators
 other staff members
 police
 senior staff
 communication techniques:
 active listening
 empathising with the person situation while upholding organisational policy
 non-verbal communication and recognition of non-verbal signs
 language style
 questioning techniques
 those appropriate to different social and cultural groups
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 organisational policies and procedures for complaint, conflict and dispute resolution.
Context and conditions for assessments:
To comply with the assessment condition of this unit:
 ASTRAL Institute will conduct practical assessment for this unit in its Commercial Kitchen.
 Students must demonstrate adequate skills and knowledge evidence by providing a
satisfactory outcome for each assessment task. They will be marked against the
recommended model answers in this trainer and assessor guide.
 Students will have access to suitable facilities, equipment, and resources.
 Kitchen has access to ASTRAL Institute Kitchen, resources to assist in managing conflict
mentioned in this unit and access to access to current commercial policies and procedures
for complaint, conflict, and dispute resolution (Please refer Appendix1 at the end of this
assessment tool for detailed list of assessment resources)
 Knowledge assessment for this unit will be conducted at ASTRAL Institute Classrooms for
the theory component of the course.
 All ASTRAL Institute assessor those are assessing this unit will satisfy the requirements
specified in Standards for Registered Training Organisations’ requirements for assessors.
Resources Required:
The assessor will ensure that assessment is conducted in a safe environment, and you have access
to the following resources for the unit.
- Computers with access to internet and printers
- DIDASKO learner guide for unit SITXCOM005
- Access to ASTRAL Institute training Kitchen with access to equipment and documents
defined in conditions of assessment above and in Appendix at the end of the guide.
Clustering/holistic assessment:
There is no provision for clustering of assessments in this unit.
ABN:Competency Requirements:
80 600 951 264RTO: 41322CRICOS:
Level-6, Suite 6.01/138 Queen Street,
be judged competent in this unit,+000 12345 6789 [email protected] Version 1.0
To
Campbelltown, NSW 2560.
you will be required
+000 12345 6789
to demonstrate all indicators
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Date: September
shown in the Marking Guide (assessor document). Page No:
You must satisfactorily complete all assessment tasks to be Competent (C) in the unit. Students
with unsatisfactory completion of any of the assignment tasks will be deemed Not Yet Competent
(NYC).
Assessors will ensure that the evidence collected meets the requirements of the Rules of Evidence
(authentic, current, sufficient, and valid) prior to entering results into the competency record sheet.
Students unsuccessful at achieving “Satisfactory” for any assessment at the first attempt will be
given two opportunities for reassessment. If the student is still deemed Not Yet Competent (NYC)
after two reassessments in a unit of competency student will be required to repeat the unit as per
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the scheduled delivery of the course. For further details, refer to ASTRAL Institute Re-Assessment
Policy and ASTRAL Institute Course Progress Policy.
Assessment Assessment description Due date Location of

tasks assessment
Assessment You are required to choose the correct Needs to be
Task 1 (AT1) – option(s) from the choices given for the completed in
Knowledge questions and short answer-questions. You the classroom
Test must present your assignment in a clear and
professional manner.
You will be given 3 hours to complete this

task.
Assessment This is an assessment that requires you to Needs to be
Task 2 (AT2) – undertake a series of role plays to completed in
Role Play demonstrate your ability to interact and an actual or
communicate with customers and colleagues simulated
from different cultural and social groups in a environment
non- discriminatory way.
You are required to complete 3 role plays in a
simulated environment.
Assessment This assessment requires you to read 2 Needs to be
Task 3 (AT3) – scenarios and answer the questions at the end completed in
Scenario of each scenario. Classroom
Assessment Task:
To achieve competency in this unit, you must satisfactorily complete all the following assessment
tasks within the date and time specified in the session plan. This will demonstrate that you have all
the required skills and knowledge for this unit.
ABN:Outline
80 600 951of264RTO: 41322CRICOS:
evidence to be collected:
You must
Level-6, Suitesubmit
6.01/138 the following
Queen Street, evidence to be
+000 12345 marked competent
6789 for this unit. YourVersion
[email protected] assessor
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ensure that the evidence submitted meets the Rules of Evidence which are valid, sufficient, current
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and authentic.
Assessment Task 1  Completed knowledge test with questions answered and

(AT1) – Knowledge submit to your assessor electronically or paper-based.
Test  Complete and sign the cover sheet for assessment task
Assessment Task 2  Undertake a series of role plays

(AT2) – Role play  Demonstrate ability to interact and communicate with
colleagues
 Complete 3 role plays
Assessment Task 3  Read 2 scenarios
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(AT3) – Scenario  Answer questions at the end of each scenario

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Administration, recording and reporting requirements:
You must read and follow this information carefully while completing assessments for this unit of
competency and if you are unsure of any instruction, please contact your assessor to clarify.
The assessments are intended to be equitable, fair, and flexible.
Submission of assessment:
You must ensure that the completed assessment tasks are submitted along with the assessment
cover sheet:
Your assessor will mark the submitted assessment, provide feedback to you, and complete

the comments section against each task, where applicable.
 ALL tasks must be completed in legible English. It is preferred that the tasks submitted for
assessments are typed and that they are legible and clear, if handwritten.
 You must submit all assessments on or before the due date specified by the assessor as per
the training plan.
 Extensions for individual assessment tasks may be negotiated in specific circumstances with
your assessor/trainer. However, you need to provide genuine evidence documents when
seeking an extension to due date (e.g. extensions due to illness will require a medical
certificate). To arrange an extension, you must speak to your assessor prior to the due date.
Extensions must be confirmed by the trainer in writing.
 You are permitted to use dictionaries and to seek support (as required) unless it puts in
jeopardy the integrity of the assessment, your assessor will let you know if this is the case.
 Unless the assessment task specifically allows pair work or group activities such as
brainstorming, you must submit your own original work and must not copy the work of
other students. Plagiarism is unacceptable.
ASTRAL
 YouSKILLS INSTITUTE
can submit your OFthrough
assessment tasks AUSTRALIA
the hand in hard copies in the classroom.
ABN: 80 600 951 264RTO: 41322CRICOS:
Recording
Level-6, Suite an assessment
6.01/138 result:
Queen Street, +000 12345 6789 [email protected] Version 1.0
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Once the assessments have been completed, the assessor will record the assessment results on the
student assessment record sheets and all results will be approved by the course coordinator.
Assessors will check that you have completed the student declaration prior to filling out the
assessment sheet.
Retaining assessment records:
ASTRAL Institute will securely retain all completed student assessment items for each student for a
period of 18 months from the date on which the judgement of competence for the student was
made. ASTRAL Institute will also retain sufficient data to be able to reissue AQF certification
documentation for a period of 30 years.
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All assessment records submitted to the assessor for marking will be stored and retained properly.
And a hard copy submitted to student administration for filing along with the evidence.
The assessor will ensure that the student records are securely retained in accordance with the
ASTRAL Institute record control policy accessible by the Student Administration Officer.
Assessment outcomes:
For unit of competency:

There are two outcomes for assessments: C = Competent and NYC = Not Yet Competent (requires
more training and experience).
You will be awarded C = Competent on completion of the unit when the assessor is satisfied that
you have completed all assessments and have provided the appropriate evidence required to meet
all criteria in line with the Rules of Evidence. If you fail to meet this requirement, you will receive
the result NYC = Not Yet Competent and will be eligible to be re-assessed in accordance with the
ASTRAL Institute Re-Assessment Policy and ASTRAL Institute Course Progress Policy.
For assessment task:

There are two assessment outcomes for tasks. S = Satisfactory and NS = Not Satisfactory.
On the individual assessment cover sheet for assessment tasks you will be marked Satisfactory, if
you have completed the task successfully, submitted all evidence and satisfied the assessment
criteria and Not Satisfactory, if you have not completed the task, the evidence is not sufficient or
does not meet the requirements of the assessment criteria.
Re-assessment:
If you are unsuccessful OF AUSTRALIA
at achieving competency at the first attempt, you will be given two further
ABN:opportunities
80 600 951 264RTO:
for41322CRICOS:
re-assessment
at a mutually agreed time and date. For further details, refer to the
Level-6, Suite
ASTRAL 6.01/138 Re-Assessment
Institute Queen Street,
+000 12345
Policy 6789
and ASTRAL [email protected]
Institute Course Progress Policy. As this is a
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competency based program, the assessment continues throughout the program until you either
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achieve Competency in the assessment tasks or a further training need is identified and addressed.
Student access to records:
You have the right to access current and accurate records of your participation and results at any
time. You can see your results or attendance progress by requesting a copy of your records by
contacting the student administration and the assessor.
Support:
You may seek clarification about the assessment information and the instructions and tasks at any
time from the assessor.
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Reasonable adjustments and special learning needs:
ASTRAL Institute works to ensure that students with recognized disadvantages can access and
participate in education and training on the same basis as other students. Disadvantages may be
based, for example, upon age, cultural background, physical disability, limited or non-current
industry experience, language, numeracy, or digital literacy issues.
Where pre-training interviews and assessments reveal that a student may require special support
or where, after enrolment, it is made apparent that the student requires special support,
reasonable adjustments will be made to the learning environment, training delivery, learning
resources and/or assessment tasks to accommodate the particular needs of the student. An
adjustment is reasonable if it can accommodate the student particular needs, while also taking into
account factors such as the student views, the potential effect of the adjustment on the student
and others and the costs and benefits of making the adjustment.
Any adjustments made must:
a. Be discussed, agreed, and documented in the assessment record

b. Benefit the student.
c. Maintain the integrity of the competency standards and course requirements as stipulated in
the training package.
d. Be reasonable to expect in a workplace.
Reasonable adjustment may consist of:
a. Providing additional time for students to complete learning and assessment tasks.
b. Presenting questions orally for students with literacy issues.
c. Asking questions in a relevant practical context.
d. Using large print material.
ASTRAL e. ExtendingSKILLS INSTITUTE
the course duration. OF AUSTRALIA
ABN: 80 f.
600 951 264RTO: 41322CRICOS:
Presenting work instructions in diagrammatic or pictorial form instead of words and
Level-6, sentences.
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Complaints and appeals:
If you are dissatisfied with an assessment outcome, you may appeal the assessment decision. In the
first instance, you are encouraged to appeal informally by contacting the assessor and discussing
the matter with them. If you are dissatisfied with the outcome of such discussion, you may appeal
further to either the course coordinator and/or Head of Department. If you are still dissatisfied, you
may appeal formally and in writing to have the result reviewed. For more information, refer to the
Assessment Policy and the Complaints and Appeals Policy and Procedures.
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Assessor intervention:
Assessors will check if you are ready for the assessment and defer the assessment if you are not.
Feedback will be given to you at the completion of the assessment.During role play, the assessor
may act as a client or employer, where required, but the assessor will not interfere with the
assessment. If the assessment activities might impact on your safety or that of others, the assessor
will stop the assessment immediately.
Plagiarism, cheating and assessment dishonesty:
ASTRAL Institute considers plagiarism and cheating as a serious misdemeanour. Evidence of

plagiarism and cheating is treated on a case-by-case basis and the consequences for students
engaging in such practices may include failure of the assessment or unit or exclusion from the
course. For more information, refer to ASTRAL Institute Assessment Policy.
Assessor feedback:
Assessors will provide feedback on the assessment that you have submitted. This can identify your
strengths and weaknesses or be an overall comment on your submission. A copy of the feedback
along with your submission will be given to you and you must keep a copy of it throughout the
completion of the course.
Student Declaration:
I .............................................................................. (Student Name) have read and understand

the information provided above and understand and accept that any act of plagiarism and
academic dishonesty may have penalties including cancellation or suspension of my enrolment with
ASTRAL Institute. I further declare that:
ABN: 80600 All assessment
951 264RTO: work
41322CRICOS: submitted for this unit competency is my own original work and
Level-6,plagiarism and
Suite 6.01/138 collusion
Queen Street, has not occurred.
 Assessment work has not been copied or submitted for any other unit/course. Page No:
 I have taken proper care and effort to ensure my work has not been copied by another
person.
 I have retained a copy of this assessment for my own records in the event I have to reproduce
my work.
 I am aware that any assessment deemed unsatisfactory will require me to undergo
reassessment which may be different to the one originally submitted.
Student signature: ............................................................... Date: ....../....../.......
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PART 2 - Assessment Tasks

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Assessment Cover Sheet: Assessment Task 1 (AT1)
Student Detail
Student Name
Student Id:
Group No (If Applicable):
Assessment Details
Unit of Competency SITXCOM005- Manage Conflict
Assessment Task Knowledge Test
Due Date
Date of Submission
Assessment Outcome Satisfactory □ Not Satisfactory □ Not completed □
Assessor name
Assessor Signature and Date
Comments/Feedback
Student Plagiarism Declaration: By submitting this assessment to the college, I declare

that this assessment task is original and has not been copied or taken from another
source except where this work has been correctly acknowledged. I have made a
photocopy or electronic copy or photograph of my assessment task, which I can produce
if the original is lost.
Assessor Student
I declare that I have conducted a fair, valid, I have received, discussed, and accepted
reliable, and flexible assessment with this my result as above for this task and I am
student, and I have provided appropriate aware of my appeal rights.
feedback.
Signature: ........................................................ Student Signature: ...................................
ABN: 80 600 951 264RTO: 41322CRICOS:
Date: ................................................................ Date: .........................................................
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Assessment task 1: Knowledge Test

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Required documents and equipment:
- Computer with internet connection to refer to various resources.
- Student assessment booklet and a pen (organized by the student).
- ASTRAL Institute Learners’ resources for the unit SITXCOM005- Manage Conflict (organised by
the trainer).
- Learner notes
Instructions for students:
This assessment will be conducted in the ASTRAL Institute classroom or outside the campus with
access to the resources listed above.
You must satisfactorily perform all tasks to be deemed satisfactory for the assessment.
Planning the assessment
- Recommended date for assessment: [Trainer to provide]
- Access all resources mentioned in required resources either printed copies or access via the
internet
- Time required for assessment: 3 hours
- You must:
o Answer all the questions satisfactorily to be deemed competent
o Complete the assessment and submit in due timelines
o Submit with a completed assessment cover sheet
- Your assessor will set a time to provide feedback
Evidence specifications:
At the end of the assessment, you will be required to submit the following evidence before the due
date specified by the assessor:
ASTRAL SKILLS
- You are INSTITUTE
required to OF AUSTRALIA
submit a completed (ticked) multiple choice question listed and short
answer
ABN: 80 600 questions
951 264RTO: in Knowledge
41322CRICOS: test.
-Level-6,
Completed and signed cover
Suite 6.01/138 Queen Street, sheet
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Evidence submission: Page No:
- Documentation can be submitted electronically or paper based.

- Your assessor will record the assessment outcome on the assessment cover sheet.
1. What is the best definition of ‘conflict’?

(a) Conflict is a fight between two individuals that occurs in the workplace.
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(b) Conflict is a verbal disagreement between two individuals, or within a group or team
about job roles and responsibilities.
(c) Conflict is a disagreement between two individuals, or within a group or team about
peoples’ expectations or goals.
(d) Conflict is when two individuals are unable to reach a compromise in the workplace.
2. What is a potential cause of conflict between team members?

(a) Drunk and disorderly patrons.
(b) Differences in values and ethics.
(c) Problems with suppliers.
(d) Poor quality products.
3. What is the correct order for the five stages of conflict?

(a) Discomfort, incident, misunderstanding, tension, crisis.
(b) Discomfort, misunderstanding, incident, tension, crisis.
(c) Discomfort, incident, tension, misunderstanding, crisis.
(d) Misunderstanding, discomfort, incident, tension, crisis.
4. What resources are available within an organisation to help you resolve a conflict situation?
(a) None. It is best to resolve conflict on your own.
(b) Customers.
(c) Suppliers.
(d) Mediators, such as human resource personnel.

ABN:5.
80 600 You witness
951 264RTO: two employees
41322CRICOS: shouting and swearing at each other. One starts to poke the
Level-6,other in the Queen
Suite 6.01/138 shoulder
Street,with their finger.
+000 What [email protected]
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(a) Discomfort. Page No:
(b) Misunderstanding.
(c) Tension.
(d) Crisis.
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6. Which conflict situation has the potential to threaten the safety of customers or
colleagues?
(a) Responding to a difficult customer who has complained several times during your shift.
(b) Dealing with an intoxicated customer who refuses to leave the premises.
(c) A supplier unhappy with the new delivery and receipt procedures.
(d) An ongoing disagreement between two employees regarding clean-up procedures.
7. What techniques can you use to establish and agree on the details of a conflict situation
with all parties involved?
(a) Use a compromising style of communication to create a better understanding of all
sides of the issue, leading to changes in behaviour.
(b) Conduct a mediation session in an informal meeting held in a meeting room to ensure
discussions are open and honest.
(c) Discuss the situation away from others, ask questions and actively listen to their
responses.
(d) Interview all parties individually to gain their perspective, then gather all parties
together to share causes and concerns.
8. When identifying causes of potential conflict situations, which statement is true?

(a)
Pay most attention to voice tone, as anger is largely conveyed in how things are said
rather than the words used.
(b) Listen to the words people say. It is what is said that will give the most clues to the
underlying cause of a potential conflict situation.
(c) Focus on non-verbal communication, not just the words people use. Body language
and voice tone convey a lot of information.
ASTRAL
(d) SKILLS INSTITUTE
Unless people tell you they areOF AUSTRALIA
upset, it is hard to recognise potential conflict situations.
ABN: 80 600 951 264RTO: 41322CRICOS:
9. Why isNSW
Campbelltown, it important
2560. to identify+000
and12345
deal6789
with conflict as soon as you notice it?
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(a) Colleagues will expect you to.
(b) It is not really that important to deal with it early, as long as you eventually get to it.
(c) It is a chance to prove your views are right.
(d) It is less likely to escalate and will minimise any potential effect on colleagues,
customers and the organisation.
10. Which conflict resolution style would you use in situations when a decision needs to be
made quickly and decisively?
(a) Accommodating.
(b) Competing.
(c) Avoiding.
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(d) Collaborating.
11. A customer tells you they are unhappy with a product they purchased in your
establishment. Who is responsible for resolving this situation?
(a) You.
(b) Human Resources.
(c) Your manager.
(d) Your work team.
12. The customer is upset and is starting to yell. What is the best thing you can do?
(a) Walk away from the situation and allow the customer time to calm down.
(b) Call the police. You need to control this situation quickly before it escalates.
(c) Start to raise your own voice, so you can be heard over the customer. You need to
regain control of the situation before you can start resolving it.
(d) Ask the customer to accompany you to a quiet area away from others, so you can
discreetly and courteously deal with the situation.
13. The customer is demanding a full refund and compensation for the product they are
complaining about. You offer the customer an immediate refund, but you cannot offer
compensation as you do not have authority to do this. The customer angrily rejects your
offer. What do you do?
(a) Offer the refund again and explain why you cannot give them any form of
compensation.
(b) Contact your supervisor or manager for assistance.
(c) Offer compensation to appease the customer and explain it to the supervisor later.
(d) Contact the product supplier and request them to offer the customer compensation as
the product is their responsibility.
14. Which situation has the potential to become a legal liability and affect the reputation of the
business?
ABN: 80 600 (a) A customer
951 264RTO: complaint
41322CRICOS: about slow service.
Level-6,(b) Grievances
Suite 6.01/138 Queen involving
Street, claims
+000 of bullying
12345 6789 and harassment.
[email protected] Version 1.0
(c) Staff disagreeing over project timelines. Page No:
(d) An employee dissatisfied with their roster arrangements.

15. What organisational policies and constraints could assist you when resolving conflict?
(a) Staff rosters, including what time staff are due to finish their shift, and assigned job
roles at the time the incident occurred.
(b) Budgets, refund, return, exchange and grievance policies and procedures.
(c) Budgetary constraints and financial procedures for processing sales transactions and
returns.
(d) Legal reporting requirements, operational standards and industrial relations
procedures.
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16. How do you evaluate available options to determine the best solution for resolving a
conflict?
(a) Evaluate each option of each party stated needs and desired outcomes and how they
will react to an alternative solution.
(b) Determine if there are any potential legal consequences and the short- and long-term
costs to the business.
(c) Evaluate who proposed each option and how it supports their desired outcomes.
(d) Analyse positives and negatives of each option, if it is fair and reasonable to all
concerned and their impact on all parties involved and the business.
17. What techniques can you use to help ensure successful implementation of a solution to a
conflict situation?
(a) Take responsibility for implementing required actions and communicate actions to
affected parties.
(b) Monitoring actions of all parties before, during and after implementation to ensure
adherence to all new rules and procedures.
(c) Develop clear written instructions and guidelines for all affected parties outlining
everyone roles and responsibilities in the resolution process.
(d) Ensure all organisational policies and procedures are updated and circulated to all staff
members, including those involved in the conflict situation.
18. What documentation would you most likely need to complete after handling a conflict that
involved having security escort a drunk and abusive customer off the premises?
(a) A customer complaint register.
(b) An employee grievance procedure.
ASTRAL (c) SKILLS
An incident INSTITUTE
report. OF AUSTRALIA
ABN: 80 600 (d)
951 264RTO: 41322CRICOS:
A first aid report.
Page No:
19. What should you do after actions to resolve a conflict situation have been implemented?
(a) Follow up with all parties involved to ensure the conflict is resolved and they are
satisfied with the outcome.
(b) Keep monitoring the situation for at least six months to ensure that it does not flare up
again and disrupt the workplace or customers.
(c) Evaluate the outcomes of the strategies used and monitor the legal implications in case
the situation arises again.
(d) It is impossible to predict when conflict will occur.
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20. What does the phrase ‘treat conflict as an opportunity to learn’ mean?
(a) You can tell others how you think they can improve their communication skills to avoid
or reduce future potential situations.
(b) Use the conflict situations to evaluate and improve current business practices and
your own communication and conflict resolution skills.
(c) You can completely eliminate conflict from your organisation by learning how to use
conflict resolution strategies effectively.
(d) Use conflict situations to determine the viability of your organisational and human
resource procedures.
21. You notice an increase in customer complaints after changing your refund policy. What
workplace or organisational adjustments would you suggest to best resolve this situation?
(a) Suggest management review the refund policy.
(b) Retrain your staff to ensure they understand and can apply the policy correctly.
(c) Discuss the increase in complaints at the next management meeting and let
management decide what to do to address it.
(d) Do nothing. It always takes a while for new policies to be accepted.
SHORT ANSWERS
Marking Guide
While marking the students written answers, ensure that each student has a thorough
understanding of the required knowledge and underpinning skills.
ASTRAL
SECTION 1:SKILLS INSTITUTE
IDENTIFY CONFLICT OF AUSTRALIA
SITUATIONS
ABN: 80 600 951 264RTO: 41322CRICOS:
22:
Level-6,List
Suitethree common
6.01/138 conflict situations
Queen Street, +000 12345with
6789 customers. If possible, relate the answer
[email protected] Version 1.0to your
Release Date: September 2019
workplace or industry sector.
Campbelltown, NSW 2560. +000 12345 6789 www.astralskillsinstitute.com
Page No:
Ans. Three common conflict situation with customers are:

. the customer expectations are not meet.
. the price of food may high.
. they are unhappy with service.
23: Give an example for each of the stags of conflict.
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Ans. You feel like one of your co-worker is ignoring you.
24: A co-worker seems to be avoiding you, and you can’t think of what it is you have done
wrong. What conflict stage is this?
Ans. Discomfort conflict
25: Give three examples of resources you could use to help you resolve conflict.
Ans. The three examples of resources you could use to help you resolve conflict are:
 Prove that you understand their side.
 Acknowledge that you are part of the problem.
 Try again if the conversation didn't go well.
SECTION 2: RESOLVE CONFLICT
26: What are two communication characteristics of the assertive approach to conflict?
ABN: 80 600 951 264RTO: 41322CRICOS:
Ans. Two communication characteristics of the assertive approach to conflict are:
. speak calmly.
Page No:
. clearly make good eye contact.
27: List the five conflict resolution strategies.

Ans. Five conflict resolution strategies are:
. avoiding
. agree on a solution.
. mediation
. active listening
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. compromise
28: What can you do in a conflict situation to ensure all parties agree on the nature and details
of the conflict?
Ans. We can do following ways:
. clarify what the disagreement is
. Establish a common goal for both parties.
. Discuss ways to meet the common goal.
. Determine the barriers to the common goal.
. Agree on the best way to resolve the conflict.
29: Imagine a situation involving conflict between team members about differences in opinions
on how to complete a work project. Explain what conflict resolution strategy you would
suggest they use and why.
Ans. There is conflict between two members I will suggest to use compromising as a conflict
resolution strategy because who use this method balance assertiveness and cooperation.

ABN: 80 600 951 264RTO: 41322CRICOS:
Page No:
30: It is important to deal with conflict courteously and discreetly, while minimising the impact
on others. How could you do this?
Ans. Talk with the other person and identify the point of disagreement.
31: List four steps or strategies that can help you communicate effectively with colleagues and
customers as you manage conflict in the workplace.
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Ans. The four steps or strategies that can help you communicate effectively with colleagues
and customers as you manage conflict in the workplace are:
 Address issues immediately and openly.
 Set clear expectations.
 Build active listening skills.
 Use neutral terms and open body language.
32: There are six steps to effectively resolve conflict. What are they?
Ans. Six steps to effectively resolve conflict are:
 Define the problem.

 Come together and communicate.
 Establish relationships.
 Develop an action plan.
 Gain commitment.
 Provide feedback.

ABN: 80 600 951 264RTO: 41322CRICOS:
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33: Conflict resolutions need to fit within the policies and constraints of your organisation. Give
three examples of policies or constraints. Relate to your workplace or training environment,
if possible.
Ans. Three examples of policies or constraints are:
. refunds and exchange policies
. standard solution for common complaints
. employee grievance procuders
34: List two examples of records or forms you may need to complete after a conflict situation is
dealt with.
Ans. The two examples of records or forms you may need to complete after a conflict situation
is dealt with are:
. customer satisfaction evaluation
. customer complaint log or register.
SECTION 3: EVALUATE CONFLICT RESOLUTION
35: Give an example of how you might use the skills of a team to help evaluate conflict.
Ans.
ABN: 80 600 Effective
951 264RTO:communucation
41322CRICOS:
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Knowledge Test Checklist – To Be Completed by The Assessor
Marking criteria Students

response (to be
After the Knowledge test, the student has provided authenticity for the following questions: completed by the
assessor)
1. What is the best definition of ‘conflict’?

S NS
2. What is a potential cause of conflict between team members?
S NS
3. What is the correct order for the five stages of conflict?
S NS
4. What resources are available within an organisation to help you resolve a conflict situation?
S NS
5. You witness two employees shouting and swearing at each other. One starts to poke the
S NS
other in the shoulder with their finger. What stage of conflict is this?
6. Which conflict situation has the potential to threaten the safety of customers or
S NS
colleagues?
7. What techniques can you use to establish and agree on the details of a conflict situation
S NS
with all parties involved?
8. When identifying causes of potential conflict situations, which statement is true?
ASTRAL SKILLS INSTITUTE OF AUSTRALIA S NS
ABN: 80 600 951 264RTO: 41322CRICOS:
9. Why is it important to identify and deal with conflict as soon as you notice it?
Level-6, Suite 6.01/138 Queen Street, +000 12345 6789 [email protected]
S
Version 1.0
NS
10. Which conflict resolution style would you use in situations when a decision needs to be Page No:
S NS
made quickly and decisively?
11. A customer tells you they are unhappy with a product they purchased in your
S NS
establishment. Who is responsible for resolving this situation?
12. The customer is upset and is starting to yell. What is the best thing you can do?
S NS
13. The customer is demanding a full refund and compensation for the product they are
complaining about. You offer the customer an immediate refund but you cannot offer
S NS
compensation as you do not have authority to do this. The customer angrily rejects
your offer. What do you do?
14. Which situation has the potential to become a legal liability and affect the reputation of
S NS
the business?
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15. What organisational policies and constraints could assist you when resolving conflict?
S NS
16. How do you evaluate available options to determine the best solution for resolving a
S NS
conflict?
17. What techniques can you use to help ensure successful implementation of a solution to a
S NS
conflict situation?
18. What documentation would you most likely need to complete after handling a conflict
S NS
that involved having security escort a drunk and abusive customer off the premises?
19.What should you do after actions to resolve a conflict situation have been implemented?
S NS
20.What does the phrase ‘treat conflict as an opportunity to learn’ mean?
S NS
21.You notice an increase in customer complaints after changing your refund policy. What
workplace or organisational adjustments would you suggest to best resolve this S NS
situation?
22: List three common conflict situations with customers. If possible, relate the answer to S NS
your workplace or industry sector.
23: Give an example for each of the stags of conflict. S NS
24: A co-worker seems to be avoiding you, and you can’t think of what it is you have done S NS
wrong. What conflict stage is this?
25: Give three examples of resources you could use to help you resolve conflict. S NS
26: What are two communication characteristics of the assertive approach to conflict? S NS
27: List the five conflict resolution strategies. S NS
28: What can you do in a conflict situation to ensure all parties agree on the nature and S NS
details of the conflict?
29: Imagine a situation involving conflict between team members about differences in
opinions on how to complete a work project. Explain what conflict resolution strategy you S NS
would suggest they use and why.
ABN: 80 600 951 264RTO: 41322CRICOS:
30: It is important to deal with conflict courteously and discreetly, while minimising the S 1.0 NS
Level-6, Suite 6.01/138 Queen Street, +000 12345 6789 [email protected] Version
impact onNSW
Campbelltown, others.
2560.How could you do+000
this?
12345 6789 www.astralskillsinstitute.com Release Date: September 2019
Page No:
31: List four steps or strategies that can help you communicate effectively with colleagues S NS
and customers as you manage conflict in the workplace.
32: There are six steps to effectively resolve conflict. What are they? S NS
33: Conflict resolutions need to fit within the policies and constraints of your
organisation. Give three examples of policies or constraints. Relate to your workplace or S NS
training environment, if possible.
34: List two examples of records or forms you may need to complete after a conflict S NS
situation is dealt with.
35: Give an example of how you might use the skills of a team to help evaluate conflict. S NS
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Task outcome S NS
Assessor remarks
Assessor signature Date
Assessment date
Students signature Date

ABN: 80 600 951 264RTO: 41322CRICOS:
Page No:
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Student Detail
Student Name
Student Id:
Assessment Details
Unit of Competency SITXCOM005- Manage Conflict
Assessment Task Role play
Due Date
Date of Submission
Assessment Outcome Satisfactory □ Not Satisfactory □ Not completed □
Assessor name
Comments/Feedback

Assessor Student
ABN: 80 600 951 264RTO: 41322CRICOS:
Page No:
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feedback.
Student Signature:...................................
Signature: ........................................................
Date: .........................................................
Date: ................................................................
Assessment Task 2: Role-Play

This is a role-play type of assessment which requires the students to undertake a series of role-
plays and demonstrate their ability to interact and communicate with customers and colleagues
from different cultural and social groups in a non-discriminatory way. These role-plays also require
student to overcome language barriers and address any misunderstandings or issues.
ASTRAL SKILLSand
Required documents INSTITUTE
equipment: OF AUSTRALIA
ABN: 80 600 951 264RTO: 41322CRICOS:
Please refer to each role play for a list of required documents and equipment.
Planning the assessment Page No:
- Recommended date for assessment

internet.
- Time required for assessment: 4 hours each.
- Student must:
o Produce all evidence as required in this assessment.
o Complete the assessment and submit in due timeline.
o Submit with a completed assessment cover sheet.
- Assessor must set a time to provide feedback.
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At the end of the assessment, student will be required to submit the following evidence before the
due date specified by the assessor:
- Complete role-plays 1,2 and 3
- Students are required to submit following evidence at the end of tasks.
- Completed and signed cover sheet for assessment
- Role-plays can be recorded for further analysis and discussion with the consent of all
participants.
Evidence submission:
- Documentation can be submitted electronically or paper-based.
- Assessor will record the assessment outcome on the assessment cover sheet.

ABN: 80 600 951 264RTO: 41322CRICOS:
Page No:
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Role-play 1
 The following resources are required to complete the role-play.
 Any supporting product or service information as determined by the assessor.
 Service desk or furniture applicable to the relevant workplace setting.
 Copies of Australian Consumer Law, if necessary (Appendix 2).
Learner instructions
Your company recently changed its refund policy. Previously, refunds on products or services below
the value of $100 were given automatically, without questioning reasons for the return, if the
product was undamaged and not used/consumed. Refunds on products or services over the value
of $100 were only given if the product was faulty or other reasons as required under Australian
Consumer Law (ACL).
The new policy has lowered the automatic refunds value to $50. It was implemented one month
ago.
All other conditions have remained the same. All refunds over $50 have to be approved by a
manager. Managers also have the authority to give refunds for situations outside of ACL legal
requirements if they feel the situation justifies it.
 Read Australian Consumer Law (Appendix 2), if necessary.

 Use appropriate conflict-resolution techniques and communication skills to resolve the customer
complaint.
 During the role-play, you are required to demonstrate the following skills and knowledge.
- Establish and agree on the nature and details of conflict with all parties and assess impact.
- Manage conflict within scope of own role and responsibilities, and according to
organisational procedures.
- Take responsibility for seeking a solution to conflict within scope of own role and
responsibilities, seeking assistance where required.
ASTRAL SKILLS
- Identify INSTITUTE
and evaluate OF AUSTRALIA
impact of conflict on business reputation and legal liability.
ABN: 80 600 -951 264RTO:
Evaluate options to resolve the conflict, taking into account organisational policies and
41322CRICOS:
constraints.
 Conduct the role-play. Page No:
Role-play assessor instructions

 You can perform the role-play with the learner or ask other individuals to undertake participant
roles.
 You can choose to set the role-play in a tourism, travel, hospitality, or events work environment.
Inform the learner and all participants of any details relating to the selected work environment
that affect the role-play.
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 Choose a specific product or service as the basis for the complaint. Make sure it is relevant to the
selected work environment, for example, booked a tour or hotel, housekeeping or business
service, bought a souvenir or bottle of wine.
 Provide details of the selected product or service to the learner and all role-play participants. If
possible, provide physical props for the role-play, such as evidence of purchase (e.g., a cash
register receipt, hotel or restaurant account), product packaging or brochure.
 Provide copies of participant role-play instructions to all participants.
 Discuss each participant role and the desired outcomes of the activity.
 Conduct a debriefing session with the learner at the conclusion of the role-play to discuss skills
and knowledge displayed in the role-play and make suggestions for improvement, if necessary.

ABN: 80 600 951 264RTO: 41322CRICOS:
Page No:
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Participant 1 – Customer
Role
You have purchased a product/service, valued at $65.00. You no longer want it as you can no longer
use/do it due to changes in personal or business circumstances. The product is not faulty, and is
unused/consumed. You wish to return it and get a refund for the full purchase price. You checked
the business website, which states they give automatic refunds up to $100.
Instructions
 The assessor must provide you with information about the product or service you have
purchased prior to commencing the role-play.
 You believe you are entitled to a full refund based on the perfect condition of the
product/service and the refund information provided on the website.
 You are in a hurry and wish the process to be quick and easy.
 You can become irritated if told you cannot have a refund or the process is taking too long.

Learner outcomes
 The learner uses conflict-resolution techniques and communication skills to resolve a customer
complaint.
 The learner establishes and agrees on the nature and details of conflict with all parties and
assesses impact.
 The learner manages conflict within scope of own role and responsibilities, and according to
ASTRAL
 The learner SKILLS INSTITUTE
takes responsibility OF AUSTRALIA
for seeking a solution to conflict within scope of own role and
ABN: 80 responsibilities, seeking assistance where required.
600 951 264RTO: 41322CRICOS:
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Participant 2 – Manager
Role
You are the learner direct supervisor/manager. Under the organisation refund policy, you have the
authority to authorise or decline applications for refunds over the value of $50 unless legally
required to provide a refund under Australian Consumer Law.
Instructions
 The assessor must provide you with information about the product or service you have
purchased prior to commencing the role-play.
 You participate in the role-play only if the learner approaches you for authorisation to provide a
refund to their customer.
 If the learner approaches you for authorisation, you are to:
 question the learner about the nature of the situation; what information has the customer
provided (to ascertain if refund must be provided under ACL), what options have they offered
or could offer the customer, what are the consequences or impacts on the customer and the
business?
 give the learner authority to resolve the situation as they see fit, based on organisational
procedures, legal requirements and potential impacts on the customer and business.
Learner outcomes
 The learner takes responsibility for seeking a solution to conflict within scope of own role and
 The learner evaluates options to resolve the conflict, taking into account organisational policies
and constraints.
***Please refer Appendix 3, Appendix 4 and Appendix 5 for the role-play script.
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Role-play 2
An employee is very upset when they see their roster for the next month. They had requested two
days off to go to a family event and their request was not met. They complain loudly to their
colleagues, and you overhear them say they are going to resign. They also threaten to take their
case to the Fair Work ombudsman, stating they believe they are being discriminated against.
You are their team leader and it your responsibility to resolve this issue.
You did not develop the roster (the manager did) and were unaware they had asked for specific
days off. You know the five-day period their requested days fall into is expected to be very busy.
Most staff have been allocated days off before or after the busy period. Only two have been given
one day during that time, one on the first day of the five-day period, and the other on the last day.
The staff member requested the last two days of the busy period off; they were allocated two days
after the busy period is over.
 Use appropriate conflict-resolution techniques and communication skills to resolve the team
dispute.
 During this role-play, you are required to demonstrate the following skills and knowledge.
 Establish and agree on the nature and details of conflict with all parties and assess impact.
 Manage conflict within scope of own role and responsibilities, and according to organisational
procedures.
 Take responsibility for seeking a solution to conflict within scope of own role and
 Identify and evaluate impact of conflict on business reputation and legal liability.
 Evaluate options to resolve the conflict, taking into account organisational policies and
constraints.
ABN:80 Complete the41322CRICOS:
600 951 264RTO: role-play.
Role-play assessor
Campbelltown, instructions
NSW 2560. +000 12345 6789 www.astralskillsinstitute.com Release Date: September 2019
Page No:
roles.
 You can choose to set the role-play in a tourism, travel, hospitality, or events work environment.
Inform the learner and all participants of any details relating to the selected work environment
that affect the role-play.
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Participant 1 – Team member
Role
You have asked for two days off to attend a family event. It an important family and religious
occasion and you are expected to be there. You requested two days off as the event is being held
200 km away from your home. You had planned to drive there early on the first day, stay overnight
and return late the next day. The first day is an informal family gathering with the formal event held
in the afternoon of the second day.
You are very upset and angry about not being given the requested days off. Non-attendance will be
viewed as an insult by the family hosting the event and you will lose standing and respect within
the wider family group. You asked for the days off some time ago and were not told it might not be
possible to grant the request. You have worked for the organisation for three years.
Instructions
 You are angry as no one had ever told you it might not be possible to have the days off.
 You are worried due to the pressure to attend the event and possible consequences on you and
your family.
 You are frightened because you have threatened to resign but have a family and need the job.
You’re not sure how your managers will react to this threat. You are considering simply calling in
sick on those days.
 You are prepared to negotiate a compromise if it means you can attend the event and still keep
your job.
Learner outcomes
ASTRAL SKILLS
 The learner INSTITUTE
uses conflict-resolution OF AUSTRALIA
techniques and communication skills to resolve an issue.
ABN:80 The learner
600 951 264RTO:establishes
41322CRICOS: and agrees on the nature and details of conflict with all parties and
assesses
Level-6, impact.Queen Street,
Suite 6.01/138 +000 12345 6789 [email protected] Version 1.0
Campbelltown,
The learner NSWmanages
2560. +000 12345
conflict within scope6789 www.astralskillsinstitute.com
of own role and responsibilities, andPage
according
No: to
 The learner takes responsibility for seeking a solution to conflict within scope of own role and
and constraints.
***Please refer to Appendix 6 and Appendix 7 for a detailed role play script.
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Role-play 3
 The following resources are required to complete the role-play.

 Simulated bar environment (ASTRAL Institute bar)
A customer approaches you at the bar and asks for a jug of spirits and mixers. The customer arrived
about an hour ago and was joined by two others shortly afterwards. Each member of the group has
purchased at least one round of drinks for the group in the last hour. They are becoming very
boisterous, talking loudly and appear uncoordinated in their movements and handling of money.
Under liquor licensing laws and responsible service of alcohol standards, you must refuse to serve
the customer: you are not allowed to sell mixed spirits by the jug and you believe they are
intoxicated.
Organisational procedures at ASTRAL Institute bar suggest the following.

 Offer non-alcoholic alternatives.
 Offer food from the establishment menu.
 Explain to the customer why you cannot serve them.
 Offer to resume service of alcoholic beverages after a period of time, usually one hour.
Organisational policy at ASTRAL Institute bar requires the following.

 Customers who are verbally or physically abusive or threatening to customers or employees
must leave the premises immediately.

ABN:The hotel
80 600 has managers
951 264RTO: and
41322CRICOS: security staff on duty at all times.
Page No:
 Use appropriate conflict-resolution techniques and communication skills to resolve the customer
dispute.
 During this role-play, you are required to demonstrate the following skills and knowledge.
 Identify potential for conflict and take swift and tactful action to prevent escalation.
 Identify situations where personal safety of customers or colleagues may be threatened and
organise appropriate assistance.
 Establish and agree on the nature and details of conflict with all parties and assess impact.
 Manage conflict within scope of own role and responsibilities, and according to organisational
procedures.
 Take responsibility for seeking a solution to conflict within scope of own role and
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 Identify and evaluate impact of conflict on business reputation and legal liability.
 Evaluate options to resolve the conflict, taking into account organisational policies and
constraints.
 Complete the role-play.
Role-play assessor instructions

roles.
 Two class participants can be allocated manager and security roles. These roles only participate
in the role-play if the learner decides to eject the customer from the premises. Inform the
learner if these roles have been allocated.
 Other class participants can be involved in the role-play as customers in the bar, if desired. They
do not actively participate in the role-play. Their presence is not essential to the completion of
the role-play.
 You can choose to set the role-play in a hospitality or events work environment. Inform the
learner and all participants of any details relating to the selected work environment that affect
the role-play.

ABN: 80 600 951 264RTO: 41322CRICOS:
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Participant 1 – Customer at bar
Role
You are feeling great but are showing early signs of intoxication: slightly slurred speech, slight loss
of control of body movements leading to some unsteadiness on feet and lack of coordination. You
approach the bar person to buy another round of drinks. You think buying a jug will be cheaper
than buying individual drinks.
Instructions
 When the learner refuses to serve you, you initially remain relatively calm as you can’t really
believe they mean it. You try to convince them you are not intoxicated and persuade them to
serve you at least three glasses of mixed drinks instead of the jug.
 When the learner continues to refuse service, you become agitated and start making silly, wild
statements and threats.
 If service continues to be refused, you become more frustrated. Your behaviour becomes
increasingly abusive towards the learner or other customers.
Learner outcomes
 The learner identifies potential for conflict and takes swift and tactful action to prevent
escalation.
 The learner identifies situations where personal safety of customers or colleagues may be
threatened and organise appropriate assistance.
 The learner
ASTRAL SKILLSestablishes and agrees onOF
INSTITUTE the AUSTRALIA
nature and details of conflict with all parties and
assesses impact.
ABN: 80 600 951 264RTO: 41322CRICOS:
 The learner manages conflict within scope of own role and responsibilities, and according to
organisational
Campbelltown, procedures.
 The learner takes responsibility for seeking a solution to conflict within scope of Page own No:
role and
 The learner identifies and evaluates impact of conflict on business reputation and legal liability.
and constraints.
***Please refer to Appendix 8 and Appendix 9 for a detailed role play script.
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Learner
Date:
name:
Threat or conflict Conflict-resolution Satisfactor
Customer complaint Team dispute Signature
situation technique y
 Delays or poor  Dispute or  Customer  Assertiveness  Yes L

timing of product argument among refusing to  Negotiation  No G
or service supply work colleagues leave or be  Use
 Incorrect pricing  Job duties or pacified appropriate
of product or rosters  Drug or communicatio
service  Lack of alcohol- n
 Delays or errors competence affected
in providing  Worker mistake person
product or  Dismissal  Person
service  Cultural who
 Misunderstandin misunderstandin appears to
g of customer g be violent
request or or is
communication threatenin
barrier g
 Problem or fault  People
with product or involved in
service physical
 Refused entry or violence
ejection from  Person
premises with gun or
arms
 Situation
where
someone
ASTRAL SKILLS INSTITUTE OF AUSTRALIA has been
ABN: 80 600 951 264RTO: 41322CRICOS: or may be
hurt
Campbelltown, Release Date: September 2019
AssessorNSW 2560.
feedback +000 12345 6789 www.astralskillsinstitute.com
Page No:
Learner feedback
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Learner name: Date:
Customer complaint Team dispute Threat or conflict Conflict-resolution Satisfactory Signature
situation technique
 Delays or poor  Dispute or  Customer  Assertiveness  Yes

timing of product argument among refusing to  Negotiation  No
or service supply work colleagues leave or be  Use
 Incorrect pricing  Job duties or pacified appropriate
of product or rosters  Drug or communication
service  Lack of alcohol-
 Delays or errors competence affected
in providing  Worker mistake person
product or service  Dismissal  Person who
 Misunderstanding  Cultural appears to be
of customer violent or is
misunderstanding
request or threatening
communication  People
barrier involved in
 Problem or fault physical
with product or violence
service  Person with
 Refused entry or gun or arms
ejection from  Situation
premises where
someone has
been or may
be hurt
Assessor feedback
Learner feedback

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Page No:
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Learner name: Date:
Conflict-
Satisfacto
Customer complaint Team dispute Threat or conflict situation resolution Signature
ry
technique
 Delays or poor  Dispute or  Customer  Assertive  Yes

timing of product argument among refusing to ness  No
or service supply work colleagues leave or be  Negotiati
 Incorrect pricing  Job duties or pacified on
of product or rosters  Drug or alcohol-  Use
service  Lack of competence affected person appropri
 Delays or errors  Worker mistake  Person who ate
in providing  Dismissal appears to be communi
product or  Cultural violent or is cation
service misunderstanding threatening
 Misunderstandin  People involved
g of customer in physical
request or violence
communication  Person with gun
barrier or arms
 Problem or fault  Situation where
with product or someone has
service been or may be
 Refused entry or hurt
ejection from
premises
Assessor feedback
Learner feedback
ABN: 80 600 951 264RTO: 41322CRICOS:
Page No:
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Assessor checklist
To be completed by the assessor.
Learner name:
Did the learner successfully Completed

demonstrate evidence of their ability Assessor comments
to do the following? Yes No
Role-play 1
Used appropriate conflict-resolution
techniques and communication skills
to resolve the customer complaint.
Established and agreed on the nature

and details of conflict with all parties
and assessed impact.
Managed conflict within scope of own

role and responsibilities, and
according to organisational
procedures.
Took responsibility for seeking a
solution to conflict within scope of
own role and responsibilities, seeking
assistance where required.
Identified and evaluated impact of
conflict on business reputation and
legal liability. OF AUSTRALIA
ABN: 80 600 951 264RTO: 41322CRICOS:
Evaluated options to resolve the
conflict, taking
into
account
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organisational policies and Page No:
constraints.
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Role-play 2


procedures.
legal liability.

conflict, taking into account
organisational policies and
constraints.

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Page No:
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Role-play 3
Identified potential for conflict and

took swift and tactful action to
prevent escalation.
Identified situations where personal

safety of customers or colleagues
may be threatened and organised
appropriate assistance.

procedures.
legal liability.

constraints.
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Student Detail
Student Name
Student Id:
Assessment Details
Unit of Competency SITXCOM005- MANAGE CONFLICT
Assessment Task Scenario
Due Date
Date of Submission
Overall AT3 Assessment Satisfactory □ Not Satisfactory □ Not Completed □
Outcome
Assessor name
Comments/Feedback

Assessor Student
feedback.
ASTRAL
Signature:SKILLS INSTITUTE OF AUSTRALIA
....................................................... Student Signature:....................................
ABN: 80 600 951 264RTO: 41322CRICOS:
Campbelltown, NSW 2560. +000 12345 6789Date:
Date: ............................................................... ..........................................................
Page No:
Assessment Task 3- Scenario
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This assessment requires you to use appropriate conflict-resolution techniques and
communication skills to resolve customer and team issues.
Resources required:
 Computer with internet connection to refer to various resources.

 Student assessment booklet and a pen (organized by the student).
 Model answers and marking guide in this document.
 ASTRAL Institute Learners’ resources for the unit SITXCOM005- Manage Conflict
(organised by the trainer). Planning the assessment
- Recommended date for assessment -
internet.
- Time required for assessment: 4 hours each.
- Student must:
o Produce all evidence as required in this assessment.
o Complete the assessment and submit in due timeline.
o Submit with a completed assessment cover sheet.
- Assessor must set a time to provide feedback.
At the end of the assessment, you will be required to submit the following evidence before the
due date specified by the assessor:
- Complete scenarios 1 and 2
- Read each scenario and complete the tasks.
- Answer all questions
- Completed and signed cover sheet for assessment

ABN:Evidence submission:
80 600 951 264RTO: 41322CRICOS:
- Documentation
Level-6, canStreet,
Suite 6.01/138 Queen be submitted
+000electronically,
or paper
12345 6789 based.
- Assessor will record the assessment outcome on the assessment cover sheet. Page No:
Scenario 1
 Choose a scenario relevant to your training or work environment.

 Answer the questions based on the general information and your selected option.
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General information
You are the supervisor of a team and are responsible for the smooth operation of your work area
during your shift. You have the authority to resolve most types of customer complaints except
those that have serious potential legal or public relations implications to the business. These
must be referred to your manager as soon as these issues arise. You can offer compensation in
the form of refunds, complimentary items, additional services, add-ons, or upgrades to the value
of $1,000.
Option 1: Hotel bistro

Your area of responsibility is a large hotel bistro. It Friday night and you are in the middle of peak
service period. You are short one cook and the kitchen hand as they both called in sick just prior
to the start of their shifts. The average wait for a meal is normally 15 to 20 minutes. Today it 45
minutes.
You can see customers are becoming increasingly upset. You have tried to explain the situation
to as many as possible but as the wait time increases, they are becoming more agitated and
irater. Customers from two different tables approach you to complain about the long wait and
poor service. Both tables are family groups of six or more guests, some of which are children
under 12. The average spend per person on food is $30 and $15 on beverages.
Option 2: Conference registration
It registration day for a national conference being held at a conference and events centre. You
normally have two staff providing information to arriving participants and four on the
registration desk. Today, you only have two staff to register over 1,000 participants as two have
called in sick. Wait time in the registration queue is currently 20 minutes; it is normally five.
A number of participants approach you to complain. Two are staff from conference exhibitors
who are concerned they are losing potential business as their display stands are unstaffed while
ABN: 80 600 951 264RTO: 41322CRICOS:
they are waiting in the registration queue. The other complainants are regular conference
participants.
Campbelltown, NSW Conference
2560. registration+000
fees are6789
12345 $1,225 for www.astralskillsinstitute.com
the two days. Exhibitor fees Release
are $3,200
Date: September 2019
Page No:
for a booth plus two staff members. Additional staff are $245 per person.
Option 3: Bus tour

A group 45 tourists are waiting for their tour bus to arrive to take them on a day trip. It was due
to arrive at 8 am. It is now 8.45 am. You have tried to contact the bus driver multiple times, but
their mobile phone consistently diverts to voicemail. You have left messages but have not
received a response. Your reception team are currently trying to locate another bus and driver so
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the tour group can still complete most of the tour. It a busy day with multiple tours departing
throughout the day so there are limited alternatives available.
The day trip is comprised of 16 direct bookings and an Asian tour group with their tour leader.
The tour company is a long-term client who books several groups a week with your company.
Two direct-booking customers and the tour leader approach you to complain about the delay
and demand to know what is going to happen. The tour cost is $109 for the day, meals inclusive.
Task 1: Question and answer
 Answer the questions.
Q1: Indicate your chosen scenario
 Option 1: Hotel bistro
 Option 2: Conference registration
 Option 3: Bus tour
Q2: What is the current level of conflict? Briefly explain why you believe it is at this level.
The five levels of conflict are internal (within an individual), interpersonal (between
individual), intragroup (within a group), intergroup (between groups) and within the organization
(in organizations).
Q3: Does this situation have the potential to escalate, threatening the safety of other
customers or team members? Why/why not?
The situation does not have the potential to threatening the safety of other people as I am
trying to hard to explain the customers about hard situation also I am hoping that they will
understand our problem. Meanwhile trying to get some extra staff by calling people

ABN: 80 600 951 264RTO: 41322CRICOS:
Q4:
Level-6,What actionsQueen
Suite 6.01/138 do you need to take
Street, immediately?
Page No:
First of all I have to start helping in the kitchen to fasten the speed
- Moreover, could try to engage people in some entertainment activities. EG. By palying music
and offering them to enjoy.
- Also can offer discounts to the customers due to the late processing of orders
Q5: What style of communication do you use when taking these actions? Why is this method
effective?
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Will use assertive style of communication because this method is affective as giving respect to
their feelings as well trying to engage them in various activities.
Q6: What conflict resolution technique do you use when trying to resolve the dispute?
Explain why.
Accommodating. The accommodating strategy essentially entails giving the opposing side
what it wants. ...
 Avoiding. ...
 Collaborating. ...
 Compromising. ...
 Competing.
Q7: What conflict resolution technique is not effective when trying to create a long-term
solution to the dispute? Explain why.
Conflict resolution skills. Manage and resolve conflicts actively. Conflict is one
a normal and even healthy part of relationships. After all, you can't expect two people to agree
on anything at any time. Since relationship conflicts are inevitable, learn to manage them
a healthy way is very important.
Q8: You have tried to apologise and calmly explain the reason for the service issues to the
customers, but they are not willing to listen. They become irater and loudly demand
action to be taken immediately. Verbal threats of damaging the organisation reputation
ASTRAL SKILLS
through personalINSTITUTE
and social media OF AUSTRALIA
networks are made. Demands for compensation are
ABN: 80 600 also made.41322CRICOS:
951 264RTO:
Describe the actions you take to manage this conflict situation. Release Date: September 2019
Page No:
1. Agree on a mutually acceptable time and place to discuss the conflict.
2. State the problem as you see it and list your concerns. ...
3. Let the other person have his/her say. ...
4. Listen and ask questions. ...
5. Stick to one conflict at a time — to the issue at hand. ...
6. Seek common ground
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Q9: What are the potential short- or long-term impacts of this situation on the business?
Lost productivity
 Poor relationships
 Mental health problems
 Sabotage  Litigation
 Workplace violence and bullying
 Absenteeism and / or presenteeism
 Employee loss and turnover
 Customer loss and impact on sales
Q10: Describe the strategies you use to resolve the dispute at this point in time.
 The options available.
 How you select an appropriate solution.
 The impact the selected solution could have on the individuals and/or the business.
 Your responsibilities when actioning strategies or implementing solutions.
The options available.
Q11: What organisational policies or constraints influence how you resolve the situation?
Resilience to change has decreased significantly over the past decade, but many organizations
are remain reluctant to actively promote change as part of their business strategy. This is
ASTRAL SKILLS
special true INSTITUTE
when it introduces OF AUSTRALIA
the organization into a new market or requires a substantial
investment in a new market production planning or additional management services.
ABN: 80 600 951 264RTO: 41322CRICOS:
Page No:
Q12: Describe how you implement the agreed solution.
Allow the kids to play in the area where is the plenty of space is. - By giving them
complimentary drinks or snacks - Can play the music and let them dance on the dance floor
Q13: How do you seek feedback, comments or information from the parties involved after the
situation has been resolved? Give two examples.
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Anyone who owns or runs an eCommerce site, whether large or small, knows the importance
of customer feedback. Equally well-known is the difficulty involved in generating quality
customer feedback.
Q14: Make recommendations to your manager about improvements to workplace systems,

procedures, or processes to ensure this situation does not arise again, or so processes are
in place to handle it efficiently and correctly if it does.
Would like suggest the manager to have at least one extra staff on the floor especially on the
busy days so that if someone call sick
Scenario 2
You are supervising a team of employees preparing for an event/service. You and your colleague
overhear a team member completing preparation tasks in the room next door make a rude and
disparaging remark about the colleague work ethic.
The colleague explodes, stating they are sick of the other person making these types of
comments all the time and they have had enough. They confront the other person about this
recent comment and others that have been made in the past. The team member angrily accuses
them of:
 making racist comments

 trying to ostracise them from others in the team
ASTRAL
 consistently SKILLS INSTITUTE
undermining or demeaningOF
theirAUSTRALIA
work performance.
ABN:It80is600 951 264RTO: 41322CRICOS:
your responsibility as team leader to deal with the immediate situation.
Task 1: Question
Campbelltown, and answer
Page No:
 Answer the questions.

Q1: What is the current level of this conflict? Briefly explain what it is.
- Level of conflict is crisis The reason is that colleagues are angry on the other staff and they
are loudly complaining about them
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Q2: Does this situation have the potential to escalate, threatening the safety of other team
members? Why/why not?
Yes this could lead to the threat to the safety of employees. Because almost in every place if
people feel that they are being ignored and have to face racism continually at one stage they
can’t be able to bear more.
Q3: What actions do you need to take immediately?

 First of all I feel that situation is going to be worse then I will conform my manager to come
and help to resolve the conflict .
 Moreover , if I could still be able to handle it before getting worse then I will try to explain all
of the employees their main duties and are responsibilities and ask them to stop bullying others
 If people are harassed or bullied at workplace then have taken legal action towards people
who are doing is?
Q4: What style of communication do you use when taking these actions?
Use assertive style of communication because I will give chances to everyone to tell their
points and problems then after listening to everyone point. After that will take decision which
will be good to everybody

ABN: 80 600 951 264RTO: 41322CRICOS:
Q5: Other than what the other team
member has been
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accused of, what other Release
www.astralskillsinstitute.com
verbal Date:and
September 2019
non-verbal signs tell you this conflict situation has been developing for some time?
Page No:
The words they are using for each other

 Way of communication
 Body language and gestures
 The facial expression of colleagues
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Q6: What conflict resolution technique do you use when trying to resolve the dispute?
Explain why.
It will depend on the situation, if you need to implement a solution very quickly, I will
use a concurrency strategy. Other than that I still feel the situation is under control so I will use
collaboration technique by explaining that we are a team and we must work together
to achieve our goal
Q7: What conflict resolution technique is not effective when trying to create a long-term
solution to the dispute? Explain why.
Avoidance is not good for long term solutions because sometimes we may avoid disputes
potentially which could lead to have serious impact
Q8: You take the team members involved in the dispute to an empty office. It time to find
out why the situation occurred.
List at least four questions you ask each person to gain an understanding of the nature,
details, and underlying causes of the dispute.
What is the main problem?
- What is the main reason behind the situation?
- When was the first time you found this issue?
- What would you like to suggest to solve this problem?
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Q9: What resources are available to you to help you manage this situation? Page No:
The list of my rights, duties and responsibilities.

- Organisation policies and procedures to handle such situations
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Q10: What resources could you have called on if the situation had escalated and become
verbally or physically threatening or even violent?
- Call the manager immediately
- Call the security guards immediately
- Call the police if situation is out of contro

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Q11: The two team members make the following comments in response to your questioning.
Team member 1
I ask him to do stuff and he just ignores me. He walks off and does other things. But he
always watching me and the rest of the team like he trying to catch us doing something
wrong. And he so slow. We always have to do extra jobs to cover all the things he does not
get done in time. He been here long enough, he should know what to do by now.
Team member 2
I have been here six months now and no one has ever really shown me how to do things
properly. I have had to work it out by watching the others when they do it. In my country,
you have to follow the orders of anyone who holds a higher position than you do. If we did
not do what our superiors told us, you could lose your job instantly. So, if a supervisor here
tells me to do something, I do that job, not one that someone else tells me to do. I do not
want to lose my job.
What are the underlying reasons for this dispute?
 Some old employees do have the habit of superiority than on new employees
 Due to busy schedule no one is able to explain everything
 Misunderstanding
 Arrogant nature of person

ABN: 80 600 951 264RTO: 41322CRICOS:
Level-6,You
Q12: Suite are
6.01/138
stillQueen Street,
in the +000the
office with 12345 6789employees.
two [email protected]
You need to resolve the dispute
Version 1.0
quickly. Page No:
Describe the strategies you use to resolve the dispute at this point in time.
 The options available.

 I could ask them to ignore such people

 They can come to me any time if they feel someone is keeping an eye on them
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 I will arrange some buddy shifts for the employee o that he can learn
 Arrange regular trainings
My responsibility while implementing strategies is that I should keep the written records of the
conflict and solutions to prevent them from happening again
Q13: How do you overcome any social or cultural communication barriers when negotiating
and implementing a solution to the dispute?
- Arrange small get together every month for every single employee to enhance his or her
relationships.
- I will try to contact short survey which will be related with all of the cultures and will give them
efficient knowledge of them so that they can treat each other equally
Q14: Describe how you implement the agreed solution.

- By writing it down on the notice board and keeping a record of everything so that we can try
to stop it from happening again

ABN: 80 600 951 264RTO: 41322CRICOS:
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Task 2: Question and answer

It is two weeks after the confrontation. The agreed solutions have been implemented and it time
to evaluate their effectiveness. You speak to the team members individually to obtain feedback
about progress.
Team member 1
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I guess I did not understand why he did those things and interpreted his actions all wrong. If that
what things were like in his country, I can understand that he would be afraid of losing his job.
We have all been showing him how to do things properly. He is getting better already. I guess he
not so bad after all.
Team member 2
I have learnt how to do some new things and how to do others better or faster. And the
comments have stopped, so I am a lot happier. I think maybe everyone will start to accept me as
part of the team now.
Q1: What feedback, comments or information do you pass on to each of the team members
after receiving these comments? Give two examples.
- I will pass a good feedback to everyone because almost two of them are happy now because
the solutions we try to implement seems to be effective. Moreover, I will still ask every single
employee about his or her problems and feedbacks to make the workplace better
Q2: Outline your evaluation of the dispute and the effectiveness of the resolution strategies.
- After seeking their first feedback I found that resolution strategy seems to be effective
because everybody was working as a team member now and also if they feel anything which is
uncomfortable they were happy to come to me and solve their problems. I have seek the
regular feedback from the staff and also involve them in my decision before implementing the
solutions.

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Page No:
Q3: Based on the probable causes of this dispute, make recommendations to your manager
about improvements to workplace systems, procedures, or processes.
- They should arrange activities on monthly basis so that employees interact with each other
after the office hours, which will be helpful in managing their personal relations
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Assessor checklist
To be completed by the assessor.
Learner name:
Did the learner successfully Completed

demonstrate evidence of their ability Assessor comments
to do the following? Yes No
Scenario 1

prevent escalation.


ASTRALaccordingSKILLS to INSTITUTE
organisational OF AUSTRALIA
procedures.
ABN: 80 600 951 264RTO: 41322CRICOS:
Took Suite
Level-6, responsibility for seeking +000
6.01/138 Queen Street, a 12345 6789 [email protected] Version 1.0
solution toNSW
Campbelltown, conflict
2560. within scope +000
of 12345 6789 www.astralskillsinstitute.com Release Date: September 2019
Page No:
legal liability.

constraints.
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Implemented the best solution and
completed required reports.
Communicated with parties involved

to seek and provide feedback on
conflict and its resolution.
Determined possible causes of
workplace conflict and provided input
for workplace enhancement and
improvements.
Scenario 2

prevent escalation.

Identified and used resources to
assist in managing conflict.
ASTRAL SKILLS
Established and agreedINSTITUTE
on the nature OF AUSTRALIA
and
ABN: 80 600 details of conflict
951 264RTO: with
41322CRICOS: all parties
and assessed
Level-6, impact.
Suite 6.01/138 Queen Street, +000 12345 6789 [email protected] Version 1.0
Page No:
procedures.
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legal liability.

constraints.
Implemented the best solution and

completed required reports.
Communicated with parties involved

to seek and provide feedback on
conflict and its resolution.
Evaluated and reflected on the

conflict and effectiveness of the
solution.
Determined possible causes of
workplace conflict and provided input
for workplace enhancement and
improvements.

ABN: 80 600 951 264RTO: 41322CRICOS:
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AT3- Role play - Overall Result
Has it been completed and

AT3 Assessment Tasks Satisfactory
attached?
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(AT3A) Role play Session 1 YES NO YES NO
Overall outcome of the Not satisfactory

Satisfactory
assessment
Feedback to Student
Student Signature Date
Assessor Signature Date

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Appendix1
Assessment resource in ASTRAL Institute simulated industry environment
ASTRAL Institute will conduct practical assessment for this unit in its simulated classroom, with
serving internal staff and students as customers and during assessment student will have access
to following resources in the Kitchen:
Assessment must ensure access to:
 current commercial policies and procedures for complaint, conflict, and dispute
resolution
 internal and external customers and colleagues with whom the individual can interact to
resolve conflicts; these can be:
 customers in an industry workplace who are assisted by the individual during the
assessment process; or
 individuals who participate in role plays or simulated activities, set up for the purpose of
assessment, in a simulated industry environment operated within a training organisation.
Appendix 2- Australian Consumer Law (ACL)
Consumer guarantees on products and services
Since 1 January 2011, the following consumer guarantees on products and services apply.
Products must be of acceptable quality, that is:
 safe, lasting, with no faults

 look acceptable
 do all the things someone would normally expect them to do.
ASTRAL
AcceptableSKILLS INSTITUTE
quality considers OF AUSTRALIA
what would normally be expected for the type of product and cost.
ABN: 80 600 951 264RTO: 41322CRICOS:
Products must also:
 match descriptions made by the salesperson, on packaging and labels, and in promotions or Page No:
advertising
 match any demonstration model or sample you asked for
 be fit for the purpose the business told you it would be fit for and for any purpose that you
made known to the business before purchasing
 come with full title and ownership
 not carry any hidden debts or extra charges
 come with undisturbed possession, so no one has a right to take the goods away or prevent
you from using them
 meet any extra promises made about performance, condition, and quality, such as lifetime
guarantees, and money back offers
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 have spare parts and repair facilities available for a reasonable time after purchase unless you
were told otherwise.
Services must:
 be provided with acceptable care and skill or technical knowledge and taking all necessary
steps to avoid loss and damage
 be fit for the purpose or give the results that you and the business had agreed to
 be delivered within a reasonable time when there is no agreed end date.
Consumer guarantees on products and services also apply to:
 bundled products and services

 gifts with proof of purchase
 sale items
 online products and services bought from Australian businesses
 second-hand products from businesses, taking into account age and condition.
Who to claim a remedy from?
Products
You can claim a remedy from the retailer if the products do not meet any one or more of the
consumer guarantees, with the exception of availability of spare parts and repair facilities.
The remedies you can seek from the retailer who sold you the product include a repair,
replacement, or refund and in some cases compensation for damages and loss.
The retailer cannot refuse to help you by sending you to the manufacturer or importer.
You can claim a remedy directly from the manufacturer or importer if the goods do not meet
one or more of the following consumer guarantees:
ASTRAL SKILLS
 acceptable quality INSTITUTE OF AUSTRALIA
ABN:80 matching description
600 951 264RTO: 41322CRICOS:
Level-6,
any Suite
extra promises
6.01/138 Queenmade
Street, about such
+000 things like performance,
12345 6789 condition, and qualityVersion 1.0
[email protected]
 repairs and spare parts – the manufacturer is responsible for ensuring that sparePage parts
No: and
repair facilities (a place that can fix the consumer goods) are available for a reasonable time
after purchase unless you were told otherwise. How long is ‘reasonable’ will depend on the
type of product.
You are only entitled to recover costs from a manufacturer or importer, which include an
amount for reduction in the product value and in some cases compensation for damages or loss.
Services
You can claim a remedy from the supplier if the services do not meet any of the consumer
guarantees in relation to services. Remedies include cancelling a service and in some cases
compensation for damages and loss.
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(02) 4608 9972 Release Date: Dec 2020
Exceptions to guarantees
Consumer guarantees do not apply if you:
 got what you asked for but simply changed your mind, found it cheaper somewhere else,
decided you did not like the purchase or had no use for it
 misused a product in any way that caused the problem
 knew of or were made aware of the faults before you bought the product
 asked for a service to be done in a certain way against the advice of the business or were
unclear about what you wanted.
Rights to a repair, replacement, refund, cancellation, or compensation do not apply to items:
 worth more than $40,000 purely for business use, such as machinery or farming equipment
 you plan to on-sell or change so that you can re-supply as a business
 bought as a one-off from a private seller, for example, at a garage sale or fete (but you do
have rights to full title, undisturbed possession and no unknown debts or extra charges)
 bought at auction where the auctioneer acted as an agent for the owner (but you do have
rights to full title, undisturbed possession and no unknown debts or extra charges).
Different laws apply to insurance or financial services and for products or services you bought
before 2011.
[Source: Australian Competition & Consumer Commission, www.accc.gov.au, accessed June
2016.]

ABN: 80 600 951 264RTO: 41322CRICOS:
Page No:
Appendix 3 Role-play Script

Role Play Information – Customer
Role title Customer
Organization ASTRAL Institute travel consultancy
Department Customer
Role played by Student
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Is party playing the No
role is being
assessed?
Other parties 1 other student or Assessor playing the role of the Manager
involved in role 1 other student or Assessor playing the role of the Employee
play and their roles
Are other parties Yes- The employee

involved are being
assessed during
role?
Time allocated 10 mins
Purpose of role You are required to play the role of the customer who has purchased
tickets to the theme park. But due to some personal issues, you wish to
return the tickets and get a full refund. You are required to play the
role of a customer who is irate and is declined a refund without the
managers permission.
Role play script
 You will be playing the role of the owner of an irate customer.
 You have purchased tickets to a theme park for 65$ and due to
some personal issues, you ask the employee at ASTRAL Institute
travel agency for a full refund as it shows on the website that
they give automatic refunds up to 100$
 The employee denies a full refund without the permission of the
Manager.
 You are directed towards the manager, and you explain the
entire situation.
Role play It is important that you are prepared for this session, ensuring you:
ASTRALinformation SKILLS INSTITUTE prepare for theOF AUSTRALIA
session to ensure everything is covered
 develop and provide relevant documentation / supporting
ABN: 80 600 951 264RTO: 41322CRICOS:
materials+000
Level-6, Suite 6.01/138 Queen Street, to your
12345group
6789 [email protected] Version 1.0
Campbelltown, NSW 2560. Presentation Context
+000 12345 6789 www.astralskillsinstitute.com Release Date: September 2019
Page No:
 Each meeting will consist of a customer (yourself) and a manager
(another student)
Things to consider whilst performing this task:
 Be organized - prepare and plan for the session thoroughly.
 Know your position as the customer.
 Know the company and the industry.
 Arrange access to all required documentation for this process.
 Be prepared to ask questions.
 Be prepared to be asked questions.
Things to consider whilst role-playing a candidate:
 Be prepared
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 Act professionally throughout the process
 Be prepared to ask questions when you require more
information
 Answer all questions to the best of your ability
Remember, you will be required to both play the manager, and
role-play as a customer (during another student assessment), so be
sure to perform at your best at all times. This means you must
participate in the session, and ask questions if you feel they are
required (for clarification as needed)
What is expected  The learner uses conflict-resolution techniques and communication

out of the skills to resolve a customer complaint.
students?  The learner establishes and agrees on the nature and details of
conflict with all parties and assesses impact.
 The learner manages conflict within scope of own role and
responsibilities, and according to organizational procedures.
 The learner takes responsibility for seeking a solution to conflict
within scope of own role and responsibilities, seeking assistance
where required.

ABN: 80 600 951 264RTO: 41322CRICOS:
Page No:
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Role Play Information – Employee
Role title Employee
Department Customer Service

Is party playing the Yes
role is being
assessed?
Other parties 1 other student or Assessor playing the role of the Customer
involved in role 1 other student or Assessor playing the role of the Manager
Are other parties No

involved are being
assessed during
role?
Purpose of role You are required to play the role of the employee who is supposed to
deal with an irate customer who is asking for a full refund of the tickets
that has been purchased.
Role play script
 You will be playing the role of the employee at ASTRAL Institute
travel consultancy.
 You will be referring the Australian Consumer law policy to grant
a refund.
 You will be under the ASTRAL Institute travel consultancy refund
ASTRAL SKILLS INSTITUTE policy. OF AUSTRALIA
 You are required to offer assistance to the customer and deal
ABN: 80 600 951 264RTO: 41322CRICOS:
with the conflict.
Campbelltown, NSW 2560.  You are required +000 12345to
6789 www.astralskillsinstitute.com Release Date: September 2019
involve the Manager if you cannot dealPagewith
No:
the situation at hand.
information  prepare for the session to ensure everything is covered
materials to your group
Presentation Context
 Each meeting will consist of a customer, a manager (another
student) and the employee dealing with the customer.
Version 2.1
(02) 4608 9972 Release Date: Dec 2020
 Know your position as the employee.
 Be prepared
information
Remember, you will be required to both play the employee, and
What is expected  The learner takes responsibility for seeking a solution to conflict
out of the within scope of own role and responsibilities, seeking assistance
students? where required.
 The learner evaluates options to resolve the conflict, taking into
account organisational policies and constraints.

ABN: 80 600 951 264RTO: 41322CRICOS:
Page No:
Version 2.1
(02) 4608 9972 Release Date: Dec 2020
Role Play Information – Manager
Role title Manager
Department Management
Role played by Student/Assessor
role is being
assessed?
Other parties 1 other student or Assessor playing the role of the Customer
involved in role 1 other student playing the role of the employee
Are other parties Yes- Employee

involved are being
assessed during
role?
Purpose of role You are required to play the role of the manager and provide
assistance when required by the employee. The employee may ask you
to intervene for an authorization to provide refund to the customer.
Role play script
 You will be playing the role of the Manager where you will be
required to provide authorization to grant refund to the
customer.
 You are required to intervene only when you are approached by
the employee.
ASTRAL SKILLS INSTITUTE OFyou
When approached, AUSTRALIA
will ask questions to the customer about
ABN: 80 600 951 264RTO: 41322CRICOS: what details have been given by the employee.
It is important+000 12345 6789 [email protected] Version 1.0
Role play
that you are
+000 12345 6789
prepared for this session, ensuring you:
information  prepare for the session to ensure everything is covered Page No:

 Each meeting will consist of a customer, an employee and the
manager.
 Know your position as the Manager.
Version 2.1
(02) 4608 9972 Release Date: Dec 2020
 Be prepared
information
Remember, you will be required to both play the employee, and
What is expected  The learner takes responsibility for seeking a solution to conflict
out of the within scope of own role and responsibilities, seeking assistance
students? where required.

ABN: 80 600 951 264RTO: 41322CRICOS:
Page No:
Version 2.1
(02) 4608 9972 Release Date: Dec 2020
Role Play Information – Team Member
Role title Team member

role is being
assessed?
Other parties 1 other student playing the role of the team leader
involved in role 2-3 students playing the role of other team members

involved are being
assessed during
role?
Purpose of role You are required to play the role of an angry team member where you
are upset about not been granted the day off that you have requested
for. You are required to use conflict-resolving solution and
communication skills to resolve the issue.
Role play script
 You will be playing the role of the employee who had requested
for days off for a family event.
 After the roster has been out, you haven’t been granted the
days off and you are upset and angry about it.
ASTRAL SKILLS INSTITUTE You discuss OF with AUSTRALIA
your colleagues about resigning and
ABN: 80 600 951 264RTO: 41322CRICOS: approaching Fair work Ombudsman for discrimination.
Level-6, Suite 6.01/138 Queen Street,
You are required
+000 12345to [email protected]
6789 a compromise if it means you can1.0
Version
attend the event and still keep the job. Page No:
 Each meeting will consist of yourself, team members and the
team leader.
 Know your position as the team member.
Version 2.1
(02) 4608 9972 Release Date: Dec 2020
 Be prepared
information
Remember, you will be required to both play the team member
and team leader so be sure to perform at your best at all times.
This means you must participate in the session, and ask questions
if you feel they are required (for clarification as needed)

out of the skills to resolve an issue.
responsibilities, and according to organisational procedures.
where required.

ABN: 80 600 951 264RTO: 41322CRICOS:
Page No:
Version 2.1
(02) 4608 9972 Release Date: Dec 2020
Role Play Information – Team leader
Role title Team leader

role is being
assessed?
Other parties 1 other student playing the role of the angry team member
involved in role 2-3 students playing the role of other team members
Are other parties Yes- Angry team member

involved are being
assessed during
role?
Purpose of role You are required to play the role of a manager who is required to use
conflict resolution techniques.
Role play script
 You will be playing the role of the team leader where you
overhear an employee talking to other colleagues about being
upset of not getting the days off as requested.
 You have also heard the employee talking about approaching
the Fair works Ombudsman for discrimination.
ASTRAL SKILLS INSTITUTE It Is now your responsibility to solve this issue though the roster
OF AUSTRALIA
is not created by the Manager.
ABN: 80 600 951 264RTO: 41322CRICOS:
 You will use conflict resolving techniques to ensure that the
employee+000 12345 6789
is taken care of [email protected]
the issue does not escalate. Version 1.0
Campbelltown, NSW 2560. +000 12345 6789 www.astralskillsinstitute.comRelease Date: September 2019
Page No:
angry employee.
 Know your position as the team leader.
Version 2.1
(02) 4608 9972 Release Date: Dec 2020
 Be prepared
information
Remember, you will be required to both play the team member
and team leader so be sure to perform at your best at all times.
This means you must participate in the session, and ask questions
if you feel they are required (for clarification as needed)

out of the skills to resolve an issue.
where required.

ABN: 80 600 951 264RTO: 41322CRICOS:
Page No:
Version 2.1
(02) 4608 9972 Release Date: Dec 2020
Role Play Information – Customer at the bar
Role title Customer
Organization ASTRAL Institute bar

role is being
assessed?
Other parties 1 other student playing the role of the bartender
involved in role
Are other parties Yes

involved are being
assessed during
role?
Purpose of role You are required to play the role of a customer at ASTRAL Institute bar
who is required to show some early signs of intoxication.
Role play script
 You will be playing the role of an intoxicated customer who gets
upset when the bartender refuses to serve the drinks.
 You are required to convince them that you are not intoxicated,
and you are still refused to be served which gets you agitated
and start making silly comments.
ASTRAL SKILLS INSTITUTE OF AUSTRALIA You will be threatening the bartender and make silly comments.
Role
ABN: 80 play264RTO: 41322CRICOS:
600 951 It is important that you are prepared for this session, ensuring you:
information
Level-6, Suite 6.01/138 Queen Street,
prepare for the
+000 session
12345 6789 to ensure everything is covered
Campbelltown, NSW 2560.  develop +000 and12345
provide
6789 relevant documentation / supporting
Page No:
 Each meeting will consist of yourself and the bartender.
 Know your position as the customer.
 Be prepared
Version 2.1
(02) 4608 9972 Release Date: Dec 2020
information
Remember, you will be required to both play the bartender and
the customer so be sure to perform at your best at all times. This
means you must participate in the session, and ask questions if
you feel they are required (for clarification as needed)

ABN: 80 600 951 264RTO: 41322CRICOS:
Page No:
Version 2.1
(02) 4608 9972 Release Date: Dec 2020
Role Play Information – Bartender
Role title Bartender
Organization ASTRAL Institute Bar

role is being
assessed?
Other parties 1 other student playing the role of the customer
involved in role

involved are being
assessed during
role?
Purpose of role You are required to play the role of a bartender where you are
required to refuse the drinks to a customer as the customer is
intoxicated. You are required to resolve this conflict as the customer is
agitated and angry.
Role play script
 You will be playing the role of a bartender at ASTRAL Institute
hotels.
 You will refuse to serve drinks to the customer as the customer
is intoxicated.
ASTRAL SKILLS INSTITUTE The customer triesOF toAUSTRALIA
persuade you about not being drunk but
ABN: 80 600 951 264RTO: 41322CRICOS:
you still refuse the drink, and the customer is agitated and starts
making silly
Level-6, Suite 6.01/138 Queen Street, comments
+000 12345 6789 and threats.
Page No:
angry employee.
 Know your position as the bartender.
Version 2.1
(02) 4608 9972 Release Date: Dec 2020
 Be prepared
information
Remember, you will be required to both play the customer and the
bartender so be sure to always perform at your best. This means
you must participate in the session, and ask questions if you feel
they are required (for clarification as needed)
What is expected  The learner identifies potential for conflict and takes swift and
out of the tactful action to prevent escalation.
students?  The learner identifies situations where personal safety of customers
or colleagues may be threatened and organise appropriate
assistance.
 The learner establishes and agrees on the nature and details of
where required.
 The learner identifies and evaluates impact of conflict on business
reputation and legal liability.
ASTRAL SKILLS INSTITUTE  OF AUSTRALIA
The learner evaluates options to resolve the conflict, considering
ABN: 80 600 951 264RTO: 41322CRICOS:organisational policies and constraints.
Page No:
Version 2.1
(02) 4608 9972 Release Date: Dec 2020
Copyright: Instructions in this tool have been developed by NTA and ASTRAL Institute for sole purpose of use by ASTRAL Institute.
Any part of these assessment instructions cannot be reproduced in full or part for without approval of ASTRAL Institute and NTA
which holds authorship rights.

ABN: 80 600 951 264RTO: 41322CRICOS:
Page No:
Version 2.1
(02) 4608 9972 Release Date: Dec 2020

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SIT40516 - Certificate IV in Commercial Cookery

SITXCOM005- Manage Conflict

Student Assessment Guide

Student ID: _________________________

Student Name: _________________________

Student Name: Student ID:

Assessor Name: Date of Completion:

Note: student is required be marked satisfactory in all assessment tasks to be deemed

 Competent  Not Yet Competent

Student Signature: Date:

ASSESSMENT RECEIVED BY ASTRAL Institute Staff

Unit Code & Description: SITXCOM005- MANAGE CONFLICT

ASTRAL SKILLS INSTITUTE OF AUSTRALIA

The assessment booklet contains two (2) parts:

 Application of the unit of competency

 resolve escalated complaints or disputes with customers in relation to at least three of

Demonstrated knowledge required to complete the tasks outlined in elements and

Assessment Assessment description Due date Location of

You will be given 3 hours to complete this

Assessment Task 1  Completed knowledge test with questions answered and

Assessment Task 2  Undertake a series of role plays

ASTRAL SKILLS INSTITUTE OF AUSTRALIA

The assessments are intended to be equitable, fair, and flexible.

For unit of competency:

For assessment task:

Any adjustments made must:

a. Be discussed, agreed, and documented in the assessment record

Reasonable adjustment may consist of:

Plagiarism, cheating and assessment dishonesty:

ASTRAL Institute considers plagiarism and cheating as a serious misdemeanour. Evidence of

I .............................................................................. (Student Name) have read and understand

Student signature: ............................................................... Date: ....../....../.......

ASTRAL SKILLS INSTITUTE OF AUSTRALIA

Student Plagiarism Declaration: By submitting this assessment to the college, I declare

Assessment task 1: Knowledge Test

- Documentation can be submitted electronically or paper based.

1. What is the best definition of ‘conflict’?

2. What is a potential cause of conflict between team members?

3. What is the correct order for the five stages of conflict?

ASTRAL SKILLS INSTITUTE OF AUSTRALIA

8. When identifying causes of potential conflict situations, which statement is true?

(d) An employee dissatisfied with their roster arrangements.

Ans. Three common conflict situation with customers are:

23: Give an example for each of the stags of conflict.

SECTION 2: RESOLVE CONFLICT

27: List the five conflict resolution strategies.

ASTRAL SKILLS INSTITUTE OF AUSTRALIA

 Define the problem.

ASTRAL SKILLS INSTITUTE OF AUSTRALIA

SECTION 3: EVALUATE CONFLICT RESOLUTION

Marking criteria Students

1. What is the best definition of ‘conflict’?

27: List the five conflict resolution strategies. S NS

Assessor signature Date

Students signature Date

ASTRAL SKILLS INSTITUTE OF AUSTRALIA

Student Plagiarism Declaration: By submitting this assessment to the college, I declare

Assessment Task 2: Role-Play

- Recommended date for assessment