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SITXCOM005 Manage Conflict Assignment_D Help

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SITXCOM005 Manage Conflict Assignment_D Help

ASSESSMENT D – ROLE-PLAY:-

INSTRUCTIONS (for assessments not embedded within the LMS):-

• Any written component of the assessment must be written using an industry standard software package such as Microsoft Word, Excel, PowerPoint, etc.

• Name the file using the assessment task number and then save your file.

• Ensure your submission identifies the unit code and title, the assessment task number and the name of the assessment at the top of the page. Alternatively, you may place this information in the document header.

• Add your name and student number to the headeror footer on every page.

• On completion, submit your assessment to your assessor via the LMS.

Learner assessment guide and evidence:-

This assessment requires you to undertake a series of role-plays to demonstrate your ability to interact and communicate with customers and colleagues from different cultural and social groups in a non-discriminatory way. They also require you to overcome language barriers and address misunderstandings or issues.

You are required to do the following.

• Complete role-plays1, 2 and 3 in Assessment D.

• Role-plays are to be conducted in an actual or simulated workplace environment.

• All participants must be briefed on their roles and the desired outcomes of the role-play prior to commencing the activity.

• Role-plays can be recorded for further analysis and discussion with the consent of all participants.

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 Assessment D_Australian Consumer Law, if necessary (located in your course files).

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 theyfeel the situation justifies it.

• Read Assessment D Australian Consumer Law, if necessary.

• Use appropriate conflict-resolution techniques and communication skills to resolve the customer complaint.

• During therole-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.

• 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.

• Conduct the role-play.

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 wasn’t 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 FairWork ombudsman, stating they believe they are being discriminated against.

You are their team leader and it’s 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.

Role-play 3:-

• The following resources are required to complete the role-play.

• Real or simulated bar environment. 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 othersshortly 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 suggest the following.

• Offer non-alcoholic alternatives.

• Offer food from the establishment’s 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 requires the following.

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

The hotel has managers and security staff on duty at all times.

Learner instructions:-

• 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 responsibilities, seeking assistance where required.

• 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.

Assessor checklist:- 

To be completed by the assessor.

SITXCOM005 Manage Conflict Assignment_D Help

Manage Conflict Assignment_D Help

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