MANAGE CONFLICT
ASSESSMENT
ASSESSMENT INFORMATION for students
Throughout your training we are committed to your learning by providing a training and assessment framework that ensures the knowledge gained through training is translated into practical on the job improvements.
You are going to be assessed for:
Your skills and knowledge using written and observation activities that apply to your workplace.
Your ability to apply your learning.
Your ability to recognise common principles and actively use these on the job.
All of your assessment and training is provided as a positive learning tool. Your assessor will guide your learning and provide feedback on your responses to the assessment materials until you have been deemed competent in this unit.
How you will be assessed
The process we follow is known as competency-based assessment. This means that evidence of your current skills and knowledge will be measured against national standards of best practice, not against the learning you have undertaken either recently or in the past. Some of the assessment will be concerned with how you apply your skills and knowledge in your workplace, and some in the training room as required by each unit.
The assessment tasks have been designed to enable you to demonstrate the required skills and knowledge and produce the critical evidence to successfully demonstrate competency at the required standard.
Your assessor will ensure that you are ready for assessment and will explain the assessment process. Your assessment tasks will outline the evidence to be collected and how it will be collected, for example; a written activity, case study, or demonstration and observation.
The assessor will also have determined if you have any special needs to be considered during assessment. Changes can be made to the way assessment is undertaken to account for special needs and this is called making Reasonable Adjustment.
What happens if your result is ‘Not Yet Competent’ for one or more assessment tasks?
Our assessment process is designed to answer the question “has the desired learning outcome been achieved yet?” If the answer is “Not yet”, then we work with you to see how we can get there.
In the case that one or more of your assessments has been marked ‘NYC’, your trainer will provide you with the necessary feedback and guidance, in order for you to resubmit your responses.
What if you disagree on the assessment outcome?
You can appeal against a decision made in regards to your assessment. An appeal should only be made if you have been assessed as ‘Not Yet Competent’ against a specific unit and you feel you have sufficient grounds to believe that you are entitled to be assessed as competent. You must be able to adequately demonstrate that you have the skills and experience to be able to meet the requirements of units you are appealing the assessment of.
Your trainer will outline the appeals process, which is available to the student. You can request a form to make an appeal and submit it to your trainer, the course coordinator, or the administration officer. The RTO will examine the appeal and you will be advised of the outcome within 14 days. Any additional information you wish to provide may be attached to the appeal form.
What if I believe I am already competent before training?
If you believe you already have the knowledge and skills to be able to demonstrate competence in this unit, speak with your trainer, as you may be able to apply for Recognition of Prior Learning (RPL).
Assessor Responsibilities
Assessors need to be aware of their responsibilities and carry them out appropriately. To do this they need to:
Ensure that participants are assessed fairly based on the outcome of the language, literacy and numeracy review completed at enrolment.
Ensure that all documentation is signed by the student, trainer, workplace supervisor and assessor when units and certificates are complete, to ensure that there is no follow-up required from an administration perspective.
Ensure that their own qualifications are current.
When required, request the manager or supervisor to determine that the student is ‘satisfactorily’ demonstrating the requirements for each unit. ‘Satisfactorily’ means consistently meeting the standard expected from an experienced operator.
When required, ensure supervisors and students sign off on third party assessment forms or third party report.
Follow the recommendations from moderation and validation meetings.
How should I format my assessments?
Your assessments should be typed in a 11 or 12 size font for ease of reading. You must include a footer on each page with the student name, unit code and date. Your assessment needs to be submitted as a hardcopy or electronic copy as requested by your trainer.
How long should my answers be?
The length of your answers will be guided by the description in each assessment, for example:
Type of Answer Answer Guidelines
Short Answer 4 typed lines = 50 words, or
5 lines of handwritten text
Long Answer 8 typed lines = 100 words, or
10 lines of handwritten text = 1/3of a foolscap page
Brief Report 500 words = 1 page typed report, or
50 lines of handwritten text = 11/2foolscap handwritten pages
Mid Report 1,000 words = 2 page typed report
100 lines of handwritten text = 3 foolscap handwritten pages
Long Report 2,000 words = 4 page typed report
200 lines of handwritten text = 6 foolscap handwritten pages
How should I reference the sources of information I use in my assessments?
Include a reference list at the end of your work on a separate page. You should reference the sources you have used in your assessments in the Harvard Style. For example:
Website Name – Page or Document Name, Retrieved insert the date. Webpage link.
For a book: Author surname, author initial Year of publication, Title of book, Publisher, City, State
assessment guide
The following table shows you how to achieve a satisfactory result against the criteria for each type of assessment task.
Assessment Method Satisfactory Result Non-Satisfactory Result
You will receive an overall result of Competent or Not Yet Competent for the unit. The assessment process is made up of a number of assessment methods. You are required to achieve a satisfactory result in each of these to be deemed competent overall. Your assessment may include the following assessment types.
Questions All questions answered correctly Incorrect answers for one or more questions
Answers address the question in full; referring to appropriate sources from your workbook and/or workplace Answers do not address the question in full. Does not refer to appropriate or correct sources.
Third Party Report Supervisor or manager observes work performance and confirms that you consistently meet the standards expected from an experienced operator Could not demonstrate consistency. Could not demonstrate the ability to achieve the required standard
Written Activity The assessor will mark the activity against the detailed guidelines/instructions Does not follow guidelines/instructions
Attachments if requested are attached Requested supplementary items are not attached
All requirements of the written activity are addressed/covered. Response does not address the requirements in full; is missing a response for one or more areas.
Responses must refer to appropriate sources from your workbook and/or workplace One or more of the requirements are answered incorrectly.
Does not refer to or utilise appropriate or correct sources of information
Observation/Demonstration All elements, criteria, knowledge and performance evidence and critical aspects of evidence, are demonstrated at the appropriate AQF level Could not demonstrate elements, criteria, knowledge and performance evidence and/or critical aspects of evidence, at the appropriate AQF level
Case Study All comprehension questions answered correctly; demonstrating an application of knowledge of the topic case study. Lack of demonstrated comprehension of the underpinning knowledge (remove) required to complete the case study questions correctly. One or more questions are answered incorrectly.
Answers address the question in full; referring to appropriate sources from your workbook and/or workplace Answers do not address the question in full; do not refer to appropriate sources.
Assessment Cover Sheet
Student’s name: USI
Assessors Name: Date Submitted:
The following questions are to be completed by the assessor:
Is the Student ready for assessment? Yes No
Has the assessment process been explained? Yes No
Does the Student understand which evidence is to be collected and how? Yes No
Have the Student’s rights and the appeal system been fully explained? Yes No
Have you discussed any special needs to be considered during assessment? Yes No
The following documents must be completed and attached:
? Written Activity and Checklist
The student will complete the written activity provided to them by the assessor. The Written Activity Checklist will be completed by the assessor. S NYS
? Observation / Demonstration and Checklist
The student will demonstrate a range of skills and the assessor will observe where appropriate to the unit. The Observation Checklist will be completed by the assessor. S NYS
? Questions and Questions Checklist
The student will answer a range of questions either verbally or written. The Questioning Checklist will be completed by the assessor. S NYS
Student Declaration
I agree to undertake assessment in the knowledge that information gathered will only be used for professional development purposes and can only be accessed by the RTO
I declare that:
? The material I have submitted is my own work;
? I have kept a copy of all relevant notes and reference material that I used in the production of my work;
? I have given references for all sources of information that are not my own, including the words, ideas and images of others.
Student Signature: Date:
Assessment cover sheet
Result and Feedback
Feedback to Student:
Overall Outcome ?Competent ?Not yet Competent
Assessor Signature: Date:
OBSERVATION/Demonstration
The following task must be completed in an operational tourism, travel, hospitality or events environment where conflicts occur. This can be an industry workplace or a simulated industry environment, and will require 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 Helped 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.
For this task you are to identify, resolve and evaluate the complaints or disputes as listed below:
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.
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.
For each of the at least seven conflict situations, you will need to complete the following steps to identify the conflict situation:
Identify the potential for conflict and prevent escalation by taking swift and tactful action.
Identify all situations where the personal safety of customers or colleagues may be threatened and organise appropriate Helpance.
Identify and use appropriate resources to Help in managing conflict.
For each of the conflict situations, perform each of the following steps to resolve the conflict:
With all parties involved, establish and agree upon the nature and the details of the conflict.
Assess the impact of the conflict.
Manage the conflict within the scope of your role and responsibilities, using a range of conflict-resolution techniques and communication skills, and in accordance with organisational policies and procedures.
Within the scope of your role and responsibilities, take responsibility for trying to find a solution to the conflict, seeking Helpance where required.
Identify and evaluate the impact of the conflict on the reputation of the business and legal liability.
Evaluate the options available to resolve the conflict, taking into account organisational policies and constraints.
Implement the conflict resolution best solution
Complete all required reports.
For each of the conflict situations, complete each of the following steps to evaluate conflict resolution:
Communicate with all parties involved to seek and provide relevant feedback on the conflict and on its resolution.
Evaluate and reflect on the conflict and on the effectiveness of the solution.
Determine other possible causes of workplace conflict and provide appropriate input for workplace enhancement and other improvements.
Once you have successfully managed at least seven of the conflict situations outlined above by completing the outlined steps, you will need to sit down with your assessor and discuss:
Other commonly occurring conflict situations in your industry, and their typical causes.
Briefly discuss the following in relation to at least two of the conflict situations managed:
Warning signs identified.
Stages of the conflict.
The different levels of the conflict.
Factors involved in the conflict situation.
Results of the conflict situation.
Discuss how you used assertiveness and negotiation conflict-resolution techniques to Help with solving any of the conflicts.
Briefly discuss how you used the any of the following communication techniques appropriately to Help with conflict resolution:
Active listening.
Empathising with the person’s situation while upholding organisational policy.
Non-verbal communication and recognition of non-verbal signs.
Language style.
Questioning techniques.
Any other communication techniques used that are appropriate to different social or cultural groups.
Discuss how you used any of the resources to Help with the management of conflict:
Counsellors.
Internal security staff.
Mediators.
Other staff members.
Police.
Senior staff.
Identify and briefly discuss the organisational policies and procedures that were referred to throughout the conflict resolution relating to complaint, conflict and dispute resolution.
OBSERVATION/Demonstration checklist
*Multiple copies of the checklist will need to be printed if the observation is to be observed more than once.
Observation/Demonstration Checklist
The observation/demonstration checklist is used by the assessor to observe the student demonstrating the application of the required skills and knowledge. For details on how to conduct and contextualise for competency, please refer to the section on contextualisation above.
*The assessor needs to ensure that they take detailed notes on the performance of the student in the comments section provided.
Student Name:
Assessor Name:
The student is able to demonstrate competency by:
Yes No How and where actions were observed:
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.
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.
The student has performed each of the following actions successfully in their observation for the at least seven conflict situations managed:
Identify the potential for conflict and prevent escalation by taking swift and tactful action.
Identify all situations where the personal safety of customers or colleagues may be threatened and organise appropriate Helpance.
Identify and use appropriate resources to Help in managing conflict.
With all parties involved, establish and agree upon the nature and the details of the conflict.
Assess the impact of the conflict.
Manage the conflict within the scope of your role and responsibilities, using a range of conflict-resolution techniques and communication skills, and in accordance with organisational policies and procedures.
Within the scope of your role and responsibilities, take responsibility for trying to find a solution to the conflict, seeking Helpance where required.
Identify and evaluate the impact of the conflict on the reputation of the business and legal liability.
Evaluate the options available to resolve the conflict, taking into account organisational policies and constraints.
Implement the conflict resolution best solution
Complete all required reports.
Communicate with all parties involved to seek and provide relevant feedback on the conflict and on its resolution.
Evaluate and reflect on the conflict and on the effectiveness of the solution.
Determine other possible causes of workplace conflict and provide appropriate input for workplace enhancement and other improvements.
The student effectively discussed the following:
Other commonly occurring conflict situations in your industry, and their typical causes.
Briefly discuss the following in relation to at least two of the conflict situations managed:
Warning signs identified.
Stages of the conflict.
The different levels of the conflict.
Factors involved in the conflict situation.
Results of the conflict situation.
Discuss how you used assertiveness and negotiation conflict-resolution techniques to Help with solving any of the conflicts.
Briefly discuss how you used the any of the following communication techniques appropriately to Help with conflict resolution:
Active listening.
Empathising with the person’s situation while upholding organisational policy.
Non-verbal communication and recognition of non-verbal signs.
Language style.
Questioning techniques.
Any other communication techniques used that are appropriate to different social or cultural groups.
Discuss how you used any of the resources to Help with the management of conflict:
Counsellors.
Internal security staff.
Mediators.
Other staff members.
Police.
Senior staff.
Identify and briefly discuss the organisational policies and procedures that were referred to throughout the conflict resolution relating to complaint, conflict and dispute resolution.
Details of Students Performance:
Feedback Given to Student:
Result ? Satisfactory ? Not Yet Satisfactory
Assessor Signature Date:
Questions
The following questions may be answered verbally with your assessor or you may write down your answers. Please discuss this with your assessor before you commence. Short Answers are required which is approximately 4 typed lines = 50 words, or 5 lines of handwritten text.
Your assessor will take down dot points as a minimum if you choose to answer them verbally.
Answer the following questions either verbally with your assessor or in writing.
Identify at least three potential causes for conflict in the workplace.
Identify at least four situations in the workplace where the personal safety of customers or colleagues may be threatened.
Discuss how each of the following resources may be used to Help in managing conflict:
Counsellors
Internal security staff
Mediators
Other staff members
Police
Senior staff
What is the first step towards agreeing on the nature and details of the conflict with all parties involved?
What information will you need to consider when managing conflict to ensure you are working within your role?
Outline the responsibilities of a manager when seeking a solution to conflict.
Identify at least five possible costs and impact of conflict on a business reputation.
What needs to be taken into account when evaluating options to resolve the conflict?
Why is it essential to complete reports for each conflict?
Why is it important communicate with the parties involved to seek and provide feedback on conflict?
Discuss the process of evaluating and reflecting upon the conflict and effectiveness of the solution.
Identify and discuss at least three of the commonly occurring conflict situations in the tourism, travel, hospitality and event industries, including their typical causes.
Briefly discuss the conflict-resolution technique of assertiveness.
Briefly discuss the conflict-resolution technique of negotiation.
Questions Checklist
Questioning Checklist
The assessor needs to indicate whether they have conducted the questioning as written questions or as verbal questions by ticking the box below.
? Written Questioning ? Verbal Questioning
The assessor must provide evidence with the assessment tool. For written questions, the assessor must provide the student’s original written responses. For verbal questioning, the assessor must provide dot points as a minimum on the student’s responses.
For details on how to conduct and contextualise this form of assessment, please refer to the questioning checklist explanation in the assessor guide.
Student’s name:
Assessor’s name:
If questions are answered verbally, the assessor must write detailed answers in the sections provided below. The space below does not indicate the size of the answer anticipated. Keep typing and the space will expand. If answers are recorded separate to this document, they must be attached to the assessment documents. Satisfactory response
Yes No
1 Identify at least three potential causes for conflict in the workplace. ? ?
2 Identify at least four situations in the workplace where the personal safety of customers or colleagues may be threatened. ? ?
3 Discuss how each of the following resources may be used to Help in managing conflict:
Counsellors
Internal security staff
Mediators
Other staff members
Police
Senior staff ? ?
4 What is the first step towards agreeing on the nature and details of the conflict with all parties involved? ? ?
5 What information will you need to consider when managing conflict to ensure you are working within your role? ? ?
6 Outline the responsibilities of a manager when seeking a solution to conflict. ? ?
7 Identify at least five possible costs and impact of conflict on a business reputation. ? ?
8 What needs to be taken into account when evaluating options to resolve the conflict? ? ?
9 Why is it essential to complete reports for each conflict? ? ?
10 Discuss the importance of providing feedback on conflict to the parties involved. ? ?
11 Discuss the process of evaluating and reflecting upon the conflict and effectiveness of the solution. ? ?
12 Identify and discuss at least three of the commonly occurring conflict situations in the tourism, travel, hospitality and event industries, including their typical causes. ? ?
13 Briefly discuss the conflict-resolution technique of assertiveness. ? ?
14 Briefly discuss the conflict-resolution technique of negotiation. ? ?
Feedback to Student:
Result ? Satisfactory ? Not Yet Satisfactory
Assessor’s Signature:
Date:
