SITXCOM401 Manage Conflict Student Guide WM

HS1-13 SITXCOM401 Manage Conflict SIT31113 Cert III in Patisserie SIT40413 Cert IV in Commercial Cookery SIT50313 Diploma of Hospitality

Student Guide Unit of Competency

SITXCOM401: Manage Conflict Elements of Competence Identify Conflict Situations Resolve Conflict Evaluate Conflicts and Resolutions

SIT31113 Cert III in Patisserie/SIT40413 Cert IV in Commercial Cookery/SIT50313 Diploma of Hospitality

Table of Contents Module Description:...................................................................................................................... 3 Units of Competency ..................................................................... Error! Bookmark not defined. Learning Outcomes: ...................................................................... Error! Bookmark not defined. Teaching Program: ....................................................................................................................... 3 Course Requirements: .................................................................. Error! Bookmark not defined. Assessment methods and tasks: ................................................... Error! Bookmark not defined. Assessment Details: ..................................................................................................................... 5 Assessment Grid: .......................................................................... Error! Bookmark not defined. References: ................................................................................... Error! Bookmark not defined. Weekly Schedule: ......................................................................... Error! Bookmark not defined. Assessment One ........................................................................... Error! Bookmark not defined. Assessment One: Marking Guide .................................................. Error! Bookmark not defined. Assessment Two - Class Test .................................................................................................... 18 Assessment Two - Marking Guide ................................................. Error! Bookmark not defined. Assessment 2 – Written Test Result Sheet Assessment Three ....................................................................................................................... 6 Assessment Three – Marking Guide ............................................. Error! Bookmark not defined. Final Assessment Summary & Feedback ................................................................................... 20

HS1-13 SITXCOM401 Manage Conflict – Student Guide – Reviewed July 2014

2

SIT31113 Cert III in Patisserie/SIT40413 Cert IV in Commercial Cookery/SIT50313 Diploma of Hospitality

Module Description: This unit describes the performance outcomes, skills and knowledge required to resolve complex or escalated complaints and disputes with internal and external customers and colleagues. It requires the ability to use effective conflict resolution techniques and communication skills to manage conflict and develop solutions.

Module Overview : The program is twenty (20) hours in duration, comprising of four (4) hours per week for one teaching block of five (5) weeks. To achieve competency in this unit students must demonstrate their ability to: 1. Identify conflict situations 2. Resolve conflict 3. Evaluate conflicts and resolutions You are required to demonstrate skills in: Communication to deal with conflict sensitively, courteously and discreetly through use of conflict resolution techniques Critical thinking to analyse and decide on the best resolution for conflict Initiative and enterprise to consider and suggest changes to workplace practices to avoid future conflict Literacy to research sources of internal and external assistance to resolve conflict; write reports including comprehensive details of the conflict, the parties involved, discussions with all parties and the resolutions Problem solving to identify and resolve conflicts and minimise the impact on colleagues and customers Self management to take responsibility for conflict outcomes Teamwork to discuss and resolve conflicts between team members. You are also required to demonstrate knowledge of: Types of conflict in the tourism, travel, hospitality and event industries, typical causes and resolutions: Conflict theory, including signs, stages, levels, factors involved and results Conflict resolution and communication techniques, including: assertiveness active listening non-verbal communication language style negotiation use of appropriate communication organisational policies and procedures for complaint, conflict and dispute resolutions

HS1-13 SITXCOM401 Manage Conflict – Student Guide – Reviewed July 2014

3

SIT31113 Cert III in Patisserie/SIT40413 Cert IV in Commercial Cookery/SIT50313 Diploma of Hospitality

Please refer to the Units of Competency for further details of the Assessment Requirements.

Methods of Assessment There are three assessments for this module. Case studies In which students are provided with scenarios and are asked to interpret the information and/or present it as a short report. Some of these may be done either in class, (individually) and others outside teaching hours depending on the schedule. You should inform students when they are due. Answers have been provided and there is a Marking guide to record student outcomes. Activities In which students are provided with activities relevant to the material and are asked to answer them appropriately Some of these may be done either in class, (individually) and others outside teaching hours depending on the schedule. You should inform students when they are due. Answers have been provided and there is a Marking guide to record student outcomes. Written Test Students should be given two hours to complete the test.. The test consists of 4 sections with questions designed to test both knowledge and skills: 5 multiple choice questions, 10 filling in the blanks, 10 True/False and 18 Short Answer Questions. Students must complete them all. Tests should be administered according to the Assessment Schedule; Copies of the written test will be given to the trainer/assessor by the Program Manager on the day of the written test. The rules for the written test are explained below: Mobile phones must be off. They may not be placed on silent. Students who have been found to have left their phone on will have their paper confiscated. Complete all questions as directed in pen – blue or black only. The use of electronic translators is not permitted. You may not talk at any time unless directed, including, when you are leaving the exam. Students talking at any time, unless directed, will have their paper confiscated. Copying and cheating students will have their paper confiscated! Students leaving an assessment room will be deemed to have completed their assessment and will NOT be permitted to return. Confiscated papers will not be assessed.

Assessment Outcomes The assessment result will be given as either: S – Satisfactory HS1-13 SITXCOM401 Manage Conflict – Student Guide – Reviewed July 2014

4

SIT31113 Cert III in Patisserie/SIT40413 Cert IV in Commercial Cookery/SIT50313 Diploma of Hospitality

NS – Not Satisfactory – requires re-assessment Students will be awarded C = Competent on completion of the unit when satisfied that the student has completed all assessments and has provided the appropriate evidence required to meet all criteria. If the student fails to meet this requirement they will receive NYC = Not Yet Competent and will be eligible to be re-assessed. To be deemed competent in the units, students must achieve satisfactory outcomes in both theory and practical components of the units.

Reasonable Adjustment Remember to make adjustment in the assessment methods for any learners with special needs, particularly those with language and literacy requirements.

Assessment Details: Assessment Assessment Task 1 Activities & Case Studies Assessment Task 2 Test

HS1-13 SITXCOM401 Manage Conflict – Student Guide – Reviewed July 2014

Due Week 1 - 3 Week 5

5

SIT31113 Cert III in Patisserie/SIT40413 Cert IV in Commercial Cookery/SIT50313 Diploma of Hospitality

Assessment One Activities and Case Studies SITXCOM401 Manage Conflict

Name:

Student Number:

Group:

Teacher:

Teacher use only: Result

ASSESSMENT THREE

SATISFACTORY/ NOT SATISFACTORY

ACTIVITIES/CASE STUDIES

ACTIVITIES 1. You are giving a presentation to a group of managers at your workplace about a new process that will be introduced in the next 3 weeks. One of the manager’s mobile phone keeps ringing and he answers it each time. Each time this happens it is very distracting. Could conflict occur from this situation? Explain your answer. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

HS1-13 SITXCOM401 Manage Conflict – Student Guide – Reviewed July 2014

6

SIT31113 Cert III in Patisserie/SIT40413 Cert IV in Commercial Cookery/SIT50313 Diploma of Hospitality

2. Give an example of a potential conflict that you had to deal (or might have to deal) with between yourself and a customer. Explain why you think this situation happened. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

3. How would you demonstrate to a colleague or customer trust and concern? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

HS1-13 SITXCOM401 Manage Conflict – Student Guide – Reviewed July 2014

7

SIT31113 Cert III in Patisserie/SIT40413 Cert IV in Commercial Cookery/SIT50313 Diploma of Hospitality

4. Harry is front of house manager at ABC Restaurant. You supervise 10 staff members on your shift and you have noticed that two of the staff members, Britney and Rolf are not getting on with the rest of the staff members. The other staff members have tried to involve Britney and Rolf in conversations but both have been quite rude and don’t seem to be interested in cooperating or being at all friendly. The tension between the other staff members and Britney and Rolf is now at a crisis point. Everybody is unhappy with this situation.

a. Who do you think is responsible for finding a solution in this situation? Explain your answer. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

HS1-13 SITXCOM401 Manage Conflict – Student Guide – Reviewed July 2014

8

SIT31113 Cert III in Patisserie/SIT40413 Cert IV in Commercial Cookery/SIT50313 Diploma of Hospitality

5.

SCENARIO

Mike and Buffy work in the office of ABC Catering. They are regularly arguing with each other because their equipment and work is overflowing into each other’s workstation. With the help of their supervisor they have defined their need as “more space” The supervisor then asks Mike and Buffy to join her in the meeting room. “Let’s brainstorm some solutions” she says and below are the suggestions that arise from this activity Rearrange the furniture Another filing cabinet Cupboards Not sharing the office Doing a big clean up of unnecessary documents, etc Getting a new job Being neater Bigger office More shelves Compacting shelves. Explain what steps Mike and Buffy need to follow now find and implement a solution to this problem. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

_________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ HS1-13 SITXCOM401 Manage Conflict – Student Guide – Reviewed July 2014

9

SIT31113 Cert III in Patisserie/SIT40413 Cert IV in Commercial Cookery/SIT50313 Diploma of Hospitality

6. What are the four points of negotiation? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

7. Why is negotiation important in gaining cooperation of others? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

_________________________________________________________________

HS1-13 SITXCOM401 Manage Conflict – Student Guide – Reviewed July 2014

10

SIT31113 Cert III in Patisserie/SIT40413 Cert IV in Commercial Cookery/SIT50313 Diploma of Hospitality

8. CASE STUDY: Paired activity. Read the following case studies and discuss with your class mate. Now write your answers in the spaces provided. Students will then be asked to read out some of their answers to the class. . Case Study One A couple has come to your restaurant. They have not made a reservation and the restaurant is currently full. You explain the situation politely and ask if they would mind waiting at the bar, as a table should be available in 5 minutes. The gentleman looks at his watch and says in a firm voice “I hope it’s only 5 minutes!” The table is now available and you show the couple to their table. You give them the menu and ask if they would like a pre-dinner drink. With that the man responds, “We haven’t even had a look at the drink list, how would we know what we would like to drink?” You respond, “I will leave you for a few minutes to think about it”. You walk away thinking how rude this customer is. You return to the customers after a few minutes. The gentleman says in a loud voice “Finally you’ve arrived! Where have you been, all we do is wait in this place! Isn’t that right?” You reply in a louder voice “No sir, I did say that I would leave you for a few minutes to think about things” The customer glares at you and says “Don’t get smart with me, buddy!” “You reply, “So what do you want anyway?’

The evening continues with the customers making unkind remarks about the food and service. When they leave you notice there is no tip. As the customer walks out the restaurant he says in a very loud voice, “Remind me to tell all my friends how bad this place is” a. Identify the levels of conflict in this scenario: Level (e.g. Discomfort) Customer giving a second rude response without provocation Waiter replying to customer “so what do you want anyway?” Customer walking out of restaurant making very rude comments Customer stating “I hope its only 5 minutes”

b. Identify the signs of conflict in this scenario

HS1-13 SITXCOM401 Manage Conflict – Student Guide – Reviewed July 2014

11

SIT31113 Cert III in Patisserie/SIT40413 Cert IV in Commercial Cookery/SIT50313 Diploma of Hospitality

c. In your opinion, how was the conflict managed, and was the outcome win-win?

d. Suggest how you might manage the conflict to have a win-win outcome?

HS1-13 SITXCOM401 Manage Conflict – Student Guide – Reviewed July 2014

12

SIT31113 Cert III in Patisserie/SIT40413 Cert IV in Commercial Cookery/SIT50313 Diploma of Hospitality

9. CASE STUDY TWO A guest has just arrived at the check in desk of your large city hotel. His clothes are crumpled and he looks tired. It is clear that he wanting to check in as quickly as possible. As the receptionist checks for the booking the guest begins to tap his fingers on the counter and look around. The receptionist face begins to go red. She cannot find the booking, her phone is ringing and a long line is beginning to form. The guest now becomes angry and begins to shout at the receptionist accusing her of being incompetent. How might you solve this situation? In pairs discuss this and answer these questions. a. What is the problem for the guest?

b. Does the receptionist have a problem? Explain your answer.

HS1-13 SITXCOM401 Manage Conflict – Student Guide – Reviewed July 2014

13

SIT31113 Cert III in Patisserie/SIT40413 Cert IV in Commercial Cookery/SIT50313 Diploma of Hospitality

c. Using conflict resolution techniques explain step by step how you might manage this conflict if you were working at reception.

10. How does negotiation assist in conflict resolution?

HS1-13 SITXCOM401 Manage Conflict – Student Guide – Reviewed July 2014

14

SIT31113 Cert III in Patisserie/SIT40413 Cert IV in Commercial Cookery/SIT50313 Diploma of Hospitality

11. List 5 questions you could put in a survey to seek feedback from an angry customer.

12. If you were the manager of two employees that had a disagreement, what questions would you ask them in a follow-up interview after the conflict had been resolved? Give 4-5 examples.

HS1-13 SITXCOM401 Manage Conflict – Student Guide – Reviewed July 2014

15

SIT31113 Cert III in Patisserie/SIT40413 Cert IV in Commercial Cookery/SIT50313 Diploma of Hospitality

Assessment 1 – Activities and Case Studies Result Sheet – Student name Student ID Assessor name Unit of Competency

SITXCOM401: Manage Conflict

Assessment

Activities and Case Studies

Overall student performance

Response S

Comments

NS

Knowledge of conflict resolution techniques Knowledge of types of conflict that typically occurs and typical causes Knowledge of organization policy and procedures on conflicts and complaints, including reporting requirements Knowledge of conflict theory, including signs, stages, levels and factors involved Knowledge of organization policy and procedures on conflicts and complaints, including reporting requirements Ability to apply conflict resolution techniques to resolve a range of different conflict situation in contexts appropriate to the job role and workplace Skills in conflict resolution techniques : Assertiveness Listening Non-verbal communication Language style Problem solving Negotiation Communication skills to determine details and cause of the conflict through observation, questioning and active listening Ability to follow procedures for HS1-13 SITXCOM401 Manage Conflict – Student Guide – Reviewed July 2014

16

SIT31113 Cert III in Patisserie/SIT40413 Cert IV in Commercial Cookery/SIT50313 Diploma of Hospitality

handling complaints

The student’s knowledge overall was:

Satisfactory

Not satisfactory





Feedback: Assessor’s signature Student’s signature Date of assessment

HS1-13 SITXCOM401 Manage Conflict – Student Guide – Reviewed July 2014

17

SIT31113 Cert III in Patisserie/SIT40413 Cert IV in Commercial Cookery/SIT50313 Diploma of Hospitality

Assessment Two - Class Test SITXCOM401 Manage Conflict

Name:

Student Number:

Group:

Teacher:

Teacher use only: Result

Duration:

SATISFACTORY/ NOT SATISFACTORY

60 minutes

Instructions: 1. 2. 3. 4. 5. 6. 7.

Complete all questions as directed. The use of electronic translators is NOT permitted. Mobile phones must be turned OFF. A mobile phone in use during an exam may result in a disqualification from completing the assessment. No talking at any time, including when leaving the exam. No form of cheating is acceptable. Students caught with cheat-sheets, writing on selves or clothing, etc. will incur an immediate FAIL. Examiners reserve the right to confiscate exam papers. Students leaving the assessment room FOR ANY REASON will be deemed to have completed the assessment and will NOT be permitted to return to the room.

HS1-13 SITXCOM401 Manage Conflict – Student Guide – Reviewed July 2014

18

SIT31113 Cert III in Patisserie/SIT40413 Cert IV in Commercial Cookery/SIT50313 Diploma of Hospitality

Assessment 2 – Written Test Result Sheet – SITXCOM401 Manage Conflict Student name Student ID Assessor name Unit of Competency

SITXCOM401: Manage Conflict

Assessment

Written Test

Overall student performance

Response S

Comments

NS

Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q7 Q8 Q9 Q10 Q11 Q12 Q13 Q14 The student’s knowledge overall was:

Satisfactory

Not satisfactory





Feedback Assessor’s signature Student’s signature Date of assessment

HS1-13 SITXCOM401 Manage Conflict – Student Guide – Reviewed July 2014

19

SIT31113 Cert III in Patisserie/SIT40413 Cert IV in Commercial Cookery/SIT50313 Diploma of Hospitality

Final Assessment Summary & Feedback Student ID

Student Name

Date of Completion: SITXCOM401: Deal with Conflict Situations

Assessor Name Unit of Competency:

Student Results Not Not Satisfactory Satisfactory Completed

Assessments Assessment 1 – Activities and Case Studies Assessment 2 – Written Test













Feed back to student:



Competent



Not Yet Competent

Is Re-Assessment Required:



Yes



No

Assessor’s Signature

Printed Name

Date

Student’s Signature

Printed Name

Date

Result:

HS1-13 SITXCOM401 Manage Conflict – Student Guide – Reviewed July 2014

20