SITXCOM010 Assessment 1

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Jose Rizal University *

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Assessment 1- Activity Learners Assessment Guide STXCOM010 Manage conflict

STXCOM010 Manage conflict RTO No: 21595 | CRICOS Code: 02634E Assessment 1 October 2023 Page 1 of 15 © Copyright Academia International 2023 Prepared by: Benjamin Ooi Approved by: Curriculum Manager

STXCOM010 Manage conflict RTO No: 21595 | CRICOS Code: 02634E  You must achieve a satisfactory outcome for each of the required criteria of this assessment to be deemed satisfactory for this assessment. You must achieve a satisfactory result for the assessments for this unit of competency to achieve a competent result for the unit. If one or more of the assessment results are not satisfactory, you will be Not Yet Competent for this unit.  You may follow the Assessment Appeals process in the Student Handbook ( www.academia21.com ) if you are not satisfied with: o the assessment result; or o the way an assessment was carried out by your trainer; or o the conditions or structure of the assessment The student handbook has the steps for reassessment if you receive a Not Yet Competent mark and do not want to appeal. Reasonable adjustment for assessment Where students have highlighted Language, Literacy, Numeracy and Digital (LLND) issues reasonable adjustment to the assessment can be made. Should you receive a ‘Not Yet Competent’ or ‘Resubmit’ result for the assessment you will be given the opportunity to re-submit your assessment work with any amendments requested by your trainer. The adjustment may include actions such as: • Student demonstrating knowledge through verbal discussion to identify correct answers • Student demonstrating knowledge through applied skills • Allowing additional time relating to disability • Through consultation amending assessment timeframes • Assistance in the form of the training location to allow easier access • Accessing relevant equipment or aids to assist the student • Adjustments to the assessment methods to cater for any special needs (without effecting the integrity of the outcome) If a student requests or is identified as requiring reasonable adjustment to the training and assessment process a detailed training and assessment plan including timetables, notes regarding the required adjustments, and any related communications regarding the adjustments must be maintained in the student’s file. The RTO Manager must review and authorise any request for ‘reasonable adjustment’ to ensure that any adjustments and resulting outcomes are not affecting the integrity of the training and assessment process. Assessment 1 October 2023 Page 2 of 15 © Copyright Academia International 2023 Prepared by: Benjamin Ooi Approved by: Curriculum Manager

STXCOM010 Manage conflict RTO No: 21595 | CRICOS Code: 02634E Assessment 1 - Activity Your task: Read the following scenarios and answer the corresponding questions for each. Scenario 1: You are working as part of the wait staff at a local restaurant. A customer you are serving has called you over to her table and has complained that she has found a hair in her meal. However, she has finished her meal and there is no hair to be seen. She is visibly unhappy and demanding a refund. This is not the policy of your restaurant. 1. Name 3 conflict resolution techniques and explain how you will use these to resolve this conflict: Responses Accommodating: This approach to conflict resolution is sometimes referred to as the "peacekeeper" approach. It may occur when those engaged prioritize the wants and expectations of others over their own, adopting a passive and submissive demeanor. When a satisfied customer is more important than proving a point, this type of conflict resolution is usually appropriate in customer service settings. Collaborating: This approach entails teamwork to find a solution that meets the needs of all parties. Most people see it as a "win-win" approach to resolving conflicts. It is fair and constructive, giving each party an opportunity to live up to their expectations. By compromising, one can typically find a middle ground and a solution that is only half acceptable to all sides. This type of writing might be an easy repair, especially when a deadline is approaching. It doesn't totally resolve everything because both sides frequently prioritize their own interests over those of the other. This might not completely satisfy either party and might not deal with the fundamental issues that led to the conflict in the first place. 2. What are the dangers of leaving this conflict unresolved? Responses Assessment 1 October 2023 Page 3 of 15 © Copyright Academia International 2023 Prepared by: Benjamin Ooi Approved by: Curriculum Manager

STXCOM010 Manage conflict RTO No: 21595 | CRICOS Code: 02634E Unresolved disputes can proliferate like mold. The problem will require more work to tackle the longer it is left unattended. Leaders who recognize the importance of handling conflict are aware of its advantages, which include defining expectations for both the personal and professional spheres, fostering connections and idea production. But leaders who find it difficult to handle conflict also increase the risk of conflict, which has a direct financial impact on operating costs for the company as well as performance maintenance to maintain higher costs and handle the stress of resolving conflicts among coworkers. Scenario 2 You are working at a hotel that is popular with international tourists. A foreign tourist approaches you with a complaint about his room, but you are struggling to understand his concerns due to his accent and language barrier. You begin to understand that the customer has an issue with the cleanliness of his bathroom. He is becoming agitated, aggressive, raising his voice and speaking quickly. He has crossed his arms and looks stiff and tense, as well as frowning at you. How will you manage this customer’s complaint? Answer the following questions based on this scenario. 1. What are the signs in this situation that conflict is occurring? Responses Indications that a dispute could be arising include:  Stiffened, tense posture.  raised voice.  A hostile tone.  a shortened speech pattern.  clenching of the jaw.  the use of derogatory language.  an unusually gloomy and negative attitude  crossed arms and other impatient gestures.  Staring or scowling.  Word repetition.  Invading personal space by standing over the counter. Assessment 1 October 2023 Page 4 of 15 © Copyright Academia International 2023 Prepared by: Benjamin Ooi Approved by: Curriculum Manager

STXCOM010 Manage conflict RTO No: 21595 | CRICOS Code: 02634E 2. How could you overcome this communication barrier? Responses One way to break down the barrier could be to actively listen. The ability for both the sender and the recipient to confirm a message and ask questions about any unclear elements is known as "active listening." In order to listen effectively, one must first accurately process the message before deciphering its intended meaning. Waiting until the speaker has concluded, considering their response, and then responding are all necessary components of active listening. Before all of the information has been communicated, one shouldn't attempt to understand it. In light of this, the listener ought to integrate effective interpersonal skills with active listening. 3. What actions can you take to resolve this complaint? Responses 1. To learn more specifics about the complaint, employ inquiry and active listening strategies. 2. Address his grievances, provide an apology if necessary, and suggest a fix for the issue. 3. Implement measures to guarantee that the suggested remedy is pursued. 4. Inform the client of the outcome as a follow-up to let them know the issue has been resolved. 4. What actions can you take to prevent this situation from happening again in the future? Responses Investigate the precise reason why this room's toilet wasn't cleaned by speaking with the appropriate department, in this case housekeeping. If the department's processes are the problem, they need to be corrected right now. If an employee is to blame, this matter needs to be addressed to increase productivity. Assessment 1 October 2023 Page 5 of 15 © Copyright Academia International 2023 Prepared by: Benjamin Ooi Approved by: Curriculum Manager

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