Unit of competency Outline
Date retreived
21/07/2026 11:35 PM AWST
21/07/2026 11:35 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Deal with conflict and resolve complaints
Deal with conflict and resolve complaints
Unit of competency
National Code
CUECOR04B
CUECOR04B
State Code
D1633
D1633
TGA Status
Deleted
Deleted
DTWD Status
Deleted
Deleted
State Implementation and Classification
Approved Date
09/03/2011
Field of Education
080501 - Sales
Original Release Date
09/03/2011
Nominal Hours
20
Description
This unit describes the skills and knowledge required to handle difficult interpersonal situations with both customers and colleagues when conflict arises. It does not cover skills associated with formal negotiation, counselling or mediation.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Identify conflict situations
- 1.1. Identify potential for conflict quickly and take swift and tactful action to prevent escalation
- 1.2. Identify quickly situations where personal safety of customers or colleagues may be threatened, and organise appropriate assistance
2. Resolve conflict situations
- 2.1. Take responsibility for finding a solution to the conflict within the scope of individual responsibility
- 2.2. Encourage all points of view, accept them and treat them with respect
- 2.3. Use effective communication skills to assist in the management of the conflict
- 2.4. Use accepted conflict resolution techniques to manage the conflict situation and develop solutions
3. Resolve escalated complaints
- 3.1. Take responsibility for resolving the complaint
- 3.2. Handle escalated complaints sensitively, courteously and discreetly
- 3.3. Convey an empathetic and helpful attitude using active listening and questioning
- 3.4. Query the customer for any information regarding possible causes related to the complaint
- 3.5. Establish and agree on the nature and details of the complaint with the customer
- 3.6. Assess the impact of the complaint on the customer in order to provide an appropriate response and solution
- 3.7. Determine possible options to resolve the complaint and quickly analyse and determine the best solution, taking into account organisational constraints
- 3.8. Take appropriate action to resolve the complaint, and, wherever possible, to the customer's satisfaction
- 3.9. Where appropriate, use techniques to turn complaints into opportunities to demonstrate high quality customer service
- 3.10. Complete any necessary documentation accurately and within time constraints
- 3.11. Provide feedback on complaints to appropriate personnel in order to avoid future occurrence
RANGE STATEMENT
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 and escalated complaint situations may relate to:
conflicts among work colleagues
customer complaints
denied requests for refunds or exchanges
dissatisfaction with seats allocated
drug or alcohol affected persons
ejection from premises
late customers
refused entry
Organisational constraints may include:
budgetary constraints
no availability of replacement goods, services or tickets
strict refund/exchange policy
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 and escalated complaint situations may relate to:
conflicts among work colleagues
customer complaints
denied requests for refunds or exchanges
dissatisfaction with seats allocated
drug or alcohol affected persons
ejection from premises
late customers
refused entry
Organisational constraints may include:
budgetary constraints
no availability of replacement goods, services or tickets
strict refund/exchange policy
EVIDENCE GUIDE
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
The following evidence is critical to the judgement of competence in this unit:
knowledge of conflict resolution techniques
ability to apply conflict resolution techniques and resolve a range of different conflict situations in contexts appropriate to the job role and workplace.
Context of and specific resources for assessment
The assessment context must provide for:
activities that allow the candidate to address a range of commonly-occurring conflict situations that may be found in the workplace. These should be related to the usual work roles of the candidate, such as handling escalated customer complaints in a front-of-house environment, resolving disputes with colleagues over work aspects, dealing with contractors or suppliers who fail to meet obligations
interaction with others to demonstrate appropriate interpersonal skills for resolving conflicts.
Method of assessment
Assessment may incorporate a range of methods to assess practical skills and the application of essential underpinning knowledge, and might include:
direct observation of the candidate demonstrating complaint handling or negotiation skills, either in the workplace or through role plays
case studies to analyse and resolve conflict situations arising in various work contexts
incident reports prepared by the candidate
written or oral questions to assess underpinning theories related to conflict resolution
review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.
Assessment methods should closely reflect workplace demands and the needs of particular groups (e.g. people with disabilities, and people who may have literacy or numeracy difficulties such as speakers of languages other than English, remote communities and those with interrupted schooling).
Guidance information for assessment
Assessment of this unit requires access to:
typical organisational complaint and conflict policies and procedures.
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
The following evidence is critical to the judgement of competence in this unit:
knowledge of conflict resolution techniques
ability to apply conflict resolution techniques and resolve a range of different conflict situations in contexts appropriate to the job role and workplace.
Context of and specific resources for assessment
The assessment context must provide for:
activities that allow the candidate to address a range of commonly-occurring conflict situations that may be found in the workplace. These should be related to the usual work roles of the candidate, such as handling escalated customer complaints in a front-of-house environment, resolving disputes with colleagues over work aspects, dealing with contractors or suppliers who fail to meet obligations
interaction with others to demonstrate appropriate interpersonal skills for resolving conflicts.
Method of assessment
Assessment may incorporate a range of methods to assess practical skills and the application of essential underpinning knowledge, and might include:
direct observation of the candidate demonstrating complaint handling or negotiation skills, either in the workplace or through role plays
case studies to analyse and resolve conflict situations arising in various work contexts
incident reports prepared by the candidate
written or oral questions to assess underpinning theories related to conflict resolution
review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.
Assessment methods should closely reflect workplace demands and the needs of particular groups (e.g. people with disabilities, and people who may have literacy or numeracy difficulties such as speakers of languages other than English, remote communities and those with interrupted schooling).
Guidance information for assessment
Assessment of this unit requires access to:
typical organisational complaint and conflict policies and procedures.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C7282 | CUECOR04A | Deal with conflict and resolve complaints | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| C687 | CUE40403 | Certificate IV in Venues and Events (Customer Service) | Qualification |
| C686 | CUE30303 | Certificate III in Venues and Events (Customer Service) | Qualification |