Elements and Performance Criteria

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Conflict may relate to:
customers whose special needs or expectations have not been met
delays or poor timing of product or service supply
difficult or complex customer complaints
difficult or demanding customers
disputes or arguments among work colleagues
drug or alcoholaffected persons
ejection from premises
escalated customer or staff complaints leading to disputes
human resource issues:
counselling
incorrect pay
job duties
lack of competence
worker mistakes
rosters
dismissals
misunderstandings or communication barriers
problems or faults with a service or product
refused entry.
Situations may involve:
customers refusing to leave or be pacified
drug or alcoholaffected persons
people who appear to be violent or are threatening
people involved in physical violence
people with guns or arms
situations where someone has been or may be hurt.
Customers or colleagues may include:
internal or external customers
those from a range of social and cultural backgrounds
outside contractors
suppliers
workmates.
Resources may include:
counsellors
internal security staff
mediators
other staff members
police
senior staff.
Conflict resolution techniques may include:
negotiation
use of appropriate communication skills.
Communication skills may include:
ability to speak clearly, be understood and use appropriate language, style and tone
active listening
asking questions to gain information, clarify ambiguities and adequately understand requirements
assertiveness
empathising with the person’s situation while upholding organisational policy
nonverbal communication and recognition of nonverbal signs
questioning techniques, such as asking the right question to elicit the other parties’ needs
rephrasing and repeating questions, requests and statements to confirm that they have been correctly understood
those appropriate to different social and cultural groups.
Policies and constraintsmay include:
complaints
customer service
disputes
exchanges
refunds
staff grievance
costs and budgets
lack of availability of replacement products or services
organisational policy on refunds or exchange.
Causes of workplace conflict may include:
changes to practices and procedures
complaints
cultural misunderstanding
lack of empathy
lack of information
poor communication
rostering issues
workplace systems.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
resolve different workplace conflicts using a range of conflict resolution and communication techniques
demonstrate knowledge of commonly occurring conflict situations in the workplace and the stages of conflict.
Context of and specific resources for assessment
Assessment must ensure use of:
a real or simulated tourism, hospitality or event industry environment where conflicts occur
current commercial policies and procedures for complaint, conflict and dispute resolution
others with whom the individual can interact to resolve conflicts.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct observation, using role plays, of the individual resolving conflicts using a range of communication techniques
use of simulated activities to assess participation in conflicts involving:
customers refusing to leave or be pacified
drug or alcoholaffected persons
people who appear to be violent or are threatening
use of problem-solving activities so the individual can analyse and find solutions for various conflicts arising in the workplace
written or oral questioning to assess knowledge of:
types of conflict
conflict theory
conflict resolution and communication techniques
content of policy and procedures for refunds or exchange
review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.
Guidance information for assessment
The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:
BSBDIV501A Manage diversity in the workplace
SITHACS201 Provide porter services
SITHACS303 Provide accommodation reception services
SITTGDE303 Lead tour groups
SITTGDE401 Coordinate and operate tours
SITXCCS302 Provide club reception services
SITXCCS303 Provide service to customers
SITXCCS401 Enhance the customer service experience
SITXHRM503 Monitor staff performance.