10:23* api47w.ilovepdf.com Scenario 1: Cultural misunderstanding A customer from a foreign country is visibly upset because they believe that a staff member has insulted their cultural customs. The staff member insists that it was an unintentional mistake and did not realise the cultural significance of their actions. Scenario 2: Incorrect pricing of product or service A customer complains about being overcharged for a service they received. They show you promotional materials that advertise a lower price for the service. Upon investigation, you find out that the promotional period had ended, but the materials were not updated to reflect the current pricing. Scenario 3: Delays in providing product or service and a threatening customer A customer becomes increasingly agitated due to a delay in receiving their meal at a hotel restaurant. The delay was caused by a technical issue in the kitchen. The customer starts to raise their voice and make threatening remarks towards the staff, creating a tense atmosphere in the dining area. For this assessment Task, you must demonstrate your understanding, knowledge, and skills by using the template provided: Conflict Resolution Skills Demonstration Form Student Name: Date: APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0- September_2023 | CRICOS: 03156M RTO Code: 91606 Page 23 of 50 Instructions: Please provide a brief description of how you demonstrated your conflict resolution skills in each of the following categories at your workplace. Use specific examples to illustrate your experience. Identify the potential for conflict and take swift, tactful action to prevent escalation: Description/Example: Establish and agree on the nature and details of the conflict with all parties: Description/Example: Manage conflict within the scope of your role and responsibilities and according to organisational procedures: Description/Example: Evaluate the impact of the conflict on business reputation and legal liability: Description/Example: APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0 - September_2023 | CRICOS: 03156M RTO Code: 9160610:23 * api47w.ilovepdf.com APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0 - September_2023 | CRICOS: 03156M RTO Code: 91606 Page 24 of 50 Implement the best solution and complete required reports: Description/Example: Demonstrate effective conflict resolution techniques and communication skills: Description/Example: By completing this form, I affirm that the information provided is accurate and represents my experiences in demonstrating conflict resolution skills at my workplace. Student Signature: Date: Assessor checklist This checklist should be used by the assessor during the assessment process to be sure that all areas of competence and performance that must be demonstrated by the student during the skills demonstration as part of the training and assessment are covered by the assessment process. Student Name: Date: APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0 - September_2023 | CRICOS: 03156M RTO Code: 91606 Page 25 of 50 Scenario #: Matter(s) Covered: [ ] Cultural misunderstanding [ ] Incorrect pricing of product or service [ ] Delays or errors in providing product or service [ ] Misunderstanding of customer requests or communication barrier [ ] A person who appears to be violent or threatening [ ] Problem or fault with product or service [ ] Refused entry or ejection from premises [ ] The situation where someone has been or may be hurt10:23 * api47w.ilovepdf.com Performance Criteria (please tick if successfully demonstrated): Identify the potential for conflict and take swift, tactful action to prevent escalation: [ ] Recognize early signs of conflict or disagreement [ ] Apply conflict resolution techniques to de-escalate the situation [ ] Remain calm and composed under pressure Establish and agree on the nature and details of the conflict with all parties: [ ] Use effective communication skills (active listening and questioning techniques) [ ] Ensure each party feels heard and understood [ ] Confirm key issues and concerns to create a shared understanding of the conflict Manage conflict within the scope of your role and responsibilities and according to organizational procedures: [ ] Follow organization's policies and guidelines APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0 - September_2023 | CRICOS: 03156M RTO Code: 91606 Page 26 of 50 [ ] Ensure actions align with role and responsibilities [ ] Seek assistance or escalate the issue when necessary, maintaining professionalism Evaluate the impact of the conflict on business reputation and legal liability: [ ] Analyze potential consequences for reputation, customer satisfaction, and legal ramifications [ ] Consider long-term implications, taking into account the organization's values and objectives [ ] Identify areas for improvement to mitigate future conflicts and protect organization's interests Implement the best solution and complete required reports: [ ] Assess available options, considering the needs and concerns of all parties and organization's constraints [ ] Select and implement the most appropriate solution [ ] Document the conflict, actions taken, and resolution according to organization's reporting requirements Additional Comments: Assessor Signature: Date: Scenario #: Matter(s) Covered: [ ] Cultural misunderstanding [ ] Incorrect pricing of product or service [ ] Delays or errors in providing product or service [ ] Misunderstanding of customer requests or communication barrier APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0 - September_2023 | CRICOS: 03156M RTO Code: 91606 Page 27 of 5010:24 * api47w.ilovepdf.com [ ] A person who appears to be violent or threatening [ ] Problem or fault with product or service [ ] Refused entry or ejection from premises [ ] The situation where someone has been or may be hurt Performance Criteria (please tick if successfully demonstrated): Identify the potential for conflict and take swift, tactful action to prevent escalation: [ ] Recognize early signs of conflict or disagreement [ ] Apply conflict resolution techniques to de-escalate the situation [ ] Remain calm and composed under pressure Establish and agree on the nature and details of the conflict with all parties: [ ] Use effective communication skills (active listening and questioning techniques) [ ] Ensure each party feels heard and understood [ ] Confirm key issues and concerns to create a shared understanding of the conflict Manage conflict within the scope of your role and responsibilities and according to organizational procedures: [ ] Follow organization's policies and guidelines [ ] Ensure actions align with role and responsibilities [ ] Seek assistance or escalate the issue when necessary, maintaining professionalism Evaluate the impact of the conflict on business reputation and legal liability: [ ] Analyze potential consequences for reputation, customer satisfaction, and legal ramifications [ ] Consider long-term implications, taking into account the organization's values and objectives [ ] Identify areas for improvement to mitigate future conflicts and protect organization's interests APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0 - September_2023 | CRICOS: 03156M RTO Code: 91606 Page 28 of 50 Implement the best solution and complete required reports: [ ] Assess available options, considering the needs and concerns of all parties and organization's constraints [ ] Select and implement the most appropriate solution [ ] Document the conflict, actions taken, and resolution according to organization's reporting requirements Additional Comments: Assessor Signature: Date: Scenario #: Matter(s) Covered: [ ] Cultural misunderstanding [ ] Incorrect pricing of product or service [ ] Delays or errors in providing product of service10:24 * api47w.ilovepdf.com [ ] Misunderstanding of customer requests or communication barrier [ ] A person who appears to be violent or threatening [ ] Problem or fault with product or service [ ] Refused entry or ejection from premises [ ] The situation where someone has been or may be hurt Performance Criteria (please tick if successfully demonstrated): Identify the potential for conflict and take swift, tactful action to prevent escalation: [ ] Recognize early signs of conflict or disagreement [ ] Apply conflict resolution techniques to de-escalate the situation APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0 - September_2023 | CRICOS: 03156M RTO Code: 91606 Page 29 of 50 [ ] Remain calm and composed under pressure Establish and agree on the nature and details of the conflict with all parties: [ ] Use effective communication skills (active listening and questioning techniques) [ ] Ensure each party feels heard and understood [ ] Confirm key issues and concerns to create a shared understanding of the conflict Manage conflict within the scope of your role and responsibilities and according to organizational procedures: [ ] Follow organization's policies and guidelines [ ] Ensure actions align with role and responsibilities [ ] Seek assistance or escalate the issue when necessary, maintaining professionalism Evaluate the impact of the conflict on business reputation and legal liability: [ ] Analyze potential consequences for reputation, customer satisfaction, and legal ramifications [ ] Consider long-term implications, taking into account the organization's values and objectives [ ] Identify areas for improvement to mitigate future conflicts and protect organization's interests Implement the best solution and complete required reports: [ ] Assess available options, considering the needs and concerns of all parties and organization's constraints [ ] Select and implement the most appropriate solution [ ] Document the conflict, actions taken, and resolution according to organization's reporting requirements Additional Comments: Assessor Signature: APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0 - September_2023 | CRICOS: 03156M RTO Code: 91606 Page 30 of 50 Date: The following checklist will be used by the assessor to review the work that has been provided by the student:10:24 * api47w.ilovepdf.com Task 2: Resolve Team Member Disputes To successfully complete Task 2 and demonstrate your skills in resolving complex or escalated complaints and disputes with internal and external customers and colleagues, you are expected to perform the following tasks and demonstrate the associated skills: Identify and use resources to assist in managing the conflict: Recognize the resources available within your organisation, such as policies, guidelines, and support personnel, to help you manage and resolve team member disputes. Utilise these resources effectively to address the conflict and maintain a harmonious work environment. Assess the impact of the conflict on the team and the organisation: . Evaluate the effects of the dispute on team morale, productivity, and overall workplace harmony. Consider the potential implications of the conflict on the organisation's reputation and performance. Seek a solution to the conflict within the scope of your role and responsibilities, seeking assistance where required: Analyse the situation and determine the most appropriate course of action based on your role as senior operational personnel, supervisor, or manager. If necessary, seek assistance from higher authorities or specialized departments to ensure the conflict is resolved in a timely and efficient manner. Use appropriate conflict resolution and communication techniques to resolve the dispute: Apply effective conflict resolution strategies such as active listening, empathy, assertiveness, and negotiation to address the concerns of the involved parties. Use clear and concise communication to facilitate understanding and cooperation among team members. Adapt your communication style to suit the needs and preferences of the individuals involved, taking into account their cultural backgrounds and perspectives. APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0 - September_2023 | CRICOS: 03156M RTO Code: 91606 Page 31 of 50 Evaluate the effectiveness of the solution and provide input for workplace enhancement and improvements: Reflect on the outcome of the conflict resolution process to determine the effectiveness of the implemented solution. Identify any areas for improvement, both in terms of the specific conflict and broader workplace dynamics. Provide feedback and suggestions to relevant parties for enhancing workplace communication, collaboration, and overall performance. Throughout the entire process, you must demonstrate your ability to use effective conflict resolution techniques and communication skills. You should show empathy and respect for all parties involved, adapt your communication style to different social and cultural groups, and maintain a professional and discreet demeanor. By successfully completing Task 2, you will demonstrate your ability to manage and resolve team member disputes in the tourism, travel, hospitality, and event sectors, using effective conflict resolution techniques and communication skills in line with your role and responsibilities. Remember to always adhere to Commonwealth and State/Territory legislation, Australian/New Zealand standards, and industry codes of practice. Scenario 1: Disputes over Job Duties and Rosters Two team members, Sarah and John, have been arguing over their job duties and roster allocations for the past two weeks. They both believe that the other person has been receiving preferential treatment and lighter workload. Their disagreement has escalated, affecting the overall team morale and productivity. Scenario 2: Alcohol-Affected Colleague and Lack of Competence During an important event at your organization, you notice that one of your colleagues, Michael, appears to be under the influence of alcohol. His lack of competence and poor performance are impacting the quality of service provided to guests, causing other team members to pick up the slack. Several team members have expressed their frustration, and the situation is quickly becoming a source of conflict among the team.10:24 * api47w.ilovepdf.com For this assessment Task, you must demonstrate your understanding, knowledge, and skills by using the template provided: Student Name: Date: Instructions: Please provide a brief description of how you demonstrated your conflict resolution skills in each of the following categories at your workplace. Use specific examples to illustrate your experience. APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0 - September_2023 | CRICOS: 03156M RTO Code: 91606 Page 32 of 50 Scenario 1: Disputes over Job Duties and Rosters Identify and use resources to assist in managing the conflict: Description/Example: Assess the impact of the conflict on the team and the organization: Description/Example: Seek a solution to the conflict within the scope of your role and responsibilities, seeking assistance where required: Description/Example: Use appropriate conflict resolution and communication techniques to resolve the dispute: Description/Example: Evaluate the effectiveness of the solution and provide input for workplace enhancement and improvements: Description/Example: APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0 - September_2023 | CRICOS: 03156M RTO Code: 91606 Page 33 of 50 By completing this template, I affirm that the information provided is accurate and represents my experiences in demonstrating conflict resolution skills at my workplace.10:24 * api47w.ilovepdf.com Student Signature: Date: Scenario 2: Alcohol-Affected Colleague and Lack of Competence Identify and use resources to assist in managing the conflict: Description/Example: Assess the impact of the conflict on the team and the organisation: Description/Example: Seek a solution to the conflict within the scope of your role and responsibilities, seeking assistance where required: APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0 - September_2023 | CRICOS: 03156M RTO Code: 91606 Page 34 of 50 Description/Example: Use appropriate conflict resolution and communication techniques to resolve the dispute: Description/Example: Evaluate the effectiveness of the solution and provide input for workplace enhancement and improvements: Description/Example: By completing this form, I affirm that the information provided is accurate and represents my experiences in demonstrating conflict resolution skills at my workplace. Student Signature: Date:10:24* api47w.ilovepdf.com The following checklist will be used by the assessor to review the work that has been provided by the student: APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0 - September_2023 | CRICOS: 03156M RTO Code: 91606 Page 35 of 50 Task 3: Evaluate Conflict Resolution In order to successfully complete the following Task and demonstrate your skills in resolving complex or escalated complaints and disputes with internal and external customers and colleagues, you are expected to perform the tasks listed below and demonstrate the associated skills: Communicate with parties involved to seek and provide feedback on the conflicts and their resolutions: Engage in open and respectful dialogue with all parties involved in the conflicts, ensuring that you actively listen to their concerns and feedback. Share your own perspective and the rationale behind the chosen resolution strategies, addressing any questions or concerns that the parties may have. Consider the viewpoints of all parties and seek to understand their needs and priorities in order to foster a positive and collaborative working environment. Evaluate and reflect on the conflicts and the effectiveness of the solutions: Analyse the conflicts and the implemented resolution strategies to determine the effectiveness of the solutions, considering factors such as the satisfaction of the involved parties, the restoration of workplace harmony, and the prevention of future disputes. Reflect on your role in the conflict resolution process, identifying areas of strength and areas for improvement in your conflict resolution and communication skills. Consider alternative approaches that could have been employed in the resolution process and assess their potential effectiveness in comparison to the chosen strategies. Determine possible causes of workplace conflict and provide input for workplace enhancement and improvements: Investigate the underlying causes of the conflicts, such as communication breakdowns, unclear expectations, or competing priorities, to better understand the factors that may contribute to workplace disputes. APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0 - September_2023 | CRICOS: 03156M RTO Code: 91606 Page 36 of 50 Develop recommendations for workplace enhancements and improvements to address the identified causes of conflict, considering strategies such as policy revisions, training programs, or changes to communication channels. Communicate your findings and recommendations to relevant stakeholders, such as supervisors, managers, or HR personnel, in order to contribute to the ongoing improvement of the workplace environment. Throughout the entire process, you must demonstrate your ability to maintain open and respectful communication with all parties involved. You should show empathy and respect for the perspectives of others, adapt your communication style to different social and cultural groups, and maintain a professional and discreet demeanour. By successfully completing this Task, you will demonstrate your ability to manage and resolve conflicts in the tourism, travel, hospitality, and event sectors, using effective conflict-resolution techniques and communication skills in line with your role and responsibilities. Remember to always adhere to Commonwealth and State/Ter arena standards, and industry codes of10:25 * api47w.ilovepdf.com practice. Scenario 1: Conflict between Front Desk and Housekeeping Staff In a hotel, the front desk staff and housekeeping staff are experiencing ongoing communication issues. Guests have complained about delays in room availability, and housekeeping feels overworked due to last-minute room changes. Tensions have escalated, leading to arguments and reduced cooperation between the two departments. Scenario 2: Disagreements between Kitchen and Waitstaff in a Restaurant In a busy restaurant, the kitchen staff and waitstaff are experiencing difficulties due to unclear communication and unmet expectations. The kitchen staff believes that the waitstaff is not delivering food promptly, causing dishes to be sent back as they are no longer hot. The waitstaff, on the other hand, feels that the kitchen staff is not preparing dishes quickly enough to meet customer expectations. This conflict has led to a decrease in customer satisfaction and a tense working environment. For this assessment Task, you must demonstrate your understanding, knowledge, and skills by using the template provided: Conflict Resolution Skills Assessment Form Student Name: APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0- September_2023 | CRICOS: 03156M RTO Code: 91606 Page 37 of 50 Date: Instructions: Please provide a brief description of how you demonstrated your conflict resolution skills in each of the following categories at your workplace. Use specific examples to illustrate your experience. Scenario 1 Communicate with parties involved to seek and provide feedback on the conflicts and their resolutions: Description/Example: Evaluate and reflect on the conflicts and the effectiveness of the solutions: Description/Example: Determine possible causes of workplace conflict and provide input for workplace enhancement and improvements: Description/Example:10:26* api47w.ilovepdf.com By completing this form, I affirm that the information provided is accurate and represents my experiences in demonstrating conflict resolution skills at my workplace. Student Signature: Date: Student Name: Date: Instructions: Please provide a brief description of how you demonstrated your conflict resolution skills in each of the following categories at your workplace. Use specific examples to illustrate your experience. Scenario 2 Communicate with parties involved to seek and provide feedback on the conflicts and their resolutions: Description/Example: Evaluate and reflect on the conflicts and the effectiveness of the solutions: Description/Example: Determine possible causes of workplace conflict and provide input for workplace enhancement and improvements: APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0 - September_2023 | CRICOS: 03156M RTO Code: 91606 Page 39 of 50 Description/Example: By completing this form, I affirm that the information provided is accurate and represents my experiences in demonstrating conflict resolution skills at my workplace. Student Signature: Date: The following checklist will be used by the assessor to review the work that has been provided by the student: ASSESSMENT TASK 3: SKILLS TEST (ROLE PLAY) Skills Test (Role Play): Welcome to your skills assessment for conflict resolution in a simulated workplace scenario. Please carefully read and understand the given scenario and policies and procedures (Appendix 1) before beginning the Task. You will be required to perform a role play with your classmates, acting as a manager in Terra Rossa Restaurant & Bar in Melbourn conflict and resolve it, using1026* all '9 Q) B api47w.i|ovepdf.com Skills Test (Role Play): Welcome to your skills assessment for conflict resolution in a simulated workplace scenario. Please carefully read and understand the given scenario and policies and procedures (Appendix 1) before beginning the Task. You will be required to perform a role play with your classmates, acting as a manager in Terra Rossa Restaurant 8i Bar in Melbourne. Your task is to identify the root cause of a conict and resolve it, using different techniques and skills including conict-resolution techniques and communication skills. During the role-play, one of your classmates will act as an angry customer, while another will act as a staff member. Your trainer will provide 1015 minutes for the role play, and may provide additional time if required, Scenario: Terra Rossa Restaurant& Bar As a manager at Terra Rossa Restaurant & Bar in Melbourne, you are responsible for managing the restaurant staff, resolving any conicts with customers and within the staff members, and ensuring that the restaurant provides high-quality Italian cuisine, drinks, and accommodation services. With the arrival of the Footy season, you anticipate a significant increase in customer inow, and as such, you have put measures in place to ensure that any customer is catered to within 2 minutes of APEX AUSTRALIA VOCATIONAL EDUCATION I SITXCOMUIO Learn er Assessment Pack v1 0 September_1013 I CRICDS: O3156M HTO Code 91606 New Illirl SI. their arrival and served delicious food and drinks within 15 minutes of order. You have a total of 15 staff on Fridays and Saturdays, including 4 chefs, 3 bar attendants, 3 support staff/kitchen hands, and 5 waitresses. One day, on Footy Friday, you notice that a customer is not happy with the food quality and is claiming that their food did not arrive on time. The customer is misbehaving with your staff and using abusive language towards them, even threatening them. Your staff is trying to resolve the issue, but the customer's tone is too loud, and they are not willing to listen to anything. Your staff member, who is handling the situation, escalates it to you, and as a manager, it is your responsibility to handle the conict and ensure that the situation is resolved amicably. To begin with, you must identify the root cause ofthe conict and take appropriate measures to prevent the situation from escalating further. This may involve talking to the customer and trying to understand their grievances, showing empathy towards their situation, and using different conict-resolution techniques to de-escalate the situation. It is also crucial to ensure the safety of your staff members and provide them with the support they need to handle the conict. This may involve providing them with additional training on how to handle difficult customers or giving them access to resources and tools that can help them manage conicts more effectively. As a manager, you must also follow the organization's policies and procedures to manage the conict. This may involve reviewing the policies and procedures and identifying areas that need improvement, such as the customer service protocols, conict-resolution processes, and staff training programs. It is also essential to act as a role model and take responsibility for resolving the conflict. This may involve taking a proactive approach to addressing the situation and ensuring that all stakeholders involved in the conict are heard and their needs are met. Evaluating the impact of the conict on the business and other customers is also important. This may involve conducting a review of the restaurant's performance, looking at customer feedback and reviews, and analyzing any data that can help you identify areas that need improvement. To resolve the conict, it is important to discuss with the customer and evaluate different options to resolve the conict. This may involve providing a refund, offering a complimentary meal, or providing a discount on future orders. It is also important to check whether any legal actions need to be taken, such as ling a police report or seeking legal advice from an attorney. Once you have implemented the best solutions to resolve the conict, you must complete an incident report detailing the date of the incident, the staff members involved, the action taken, and the impact of the conict. In summary, as a manager at Terra Rossa Restaurant 8. Bar, you must have excellent conict- resolution skills, strong communication skills, and a proactive approach to managing conicts with customers and within the staff members. By following the organization's policies and procedures and APEX AUSTRALIA VOCATIONAL EDUCATION | siTxcoMolo LearnerAssessment Paolo/1,07 SeptemberilDIS l CRICOS: 03155M no code, 91506 i"'i 10:26* api47w.ilovepdf.com acting as a role model, you can ensure that the restaurant provides high-quality services to customers and creates a positive working environment for the staff members. Your specific tasks during the role-play include: In this assessment task you are required to complete the following tasks to evaluate and reflect on the conflict resolution: Communicate with parties involved to seek and provide feedback on the conflicts and their resolutions: Contact the staff and the customer involved in the conflict to gather their feedback on the resolution process and outcome. Seek feedback on your own conflict resolution and communication skills, and identify areas for improvement. Evaluate and reflect on the conflicts and the effectiveness of the solutions: Analyse the conflict and the implemented resolution strategies to determine the effectiveness of the solutions, considering factors such as customer satisfaction, safety of staff, and impact on the business. Reflect on your own role in the conflict resolution process, identifying areas of strength and areas for improvement in your conflict resolution and communication skills. Consider alternative approaches that could have been employed in the resolution process and assess their potential effectiveness in comparison to the chosen strategies. Determine possible causes of workplace conflict and provide input for workplace enhancement and improvements: Investigate the underlying causes of the conflict, such as delays in food delivery or miscommunication between staff and customers. Develop recommendations for workplace enhancements and improvements to address the identified causes of conflict, considering strategies such as staff training, policy revisions, or changes to communication channels. Communicate your findings and recommendations to relevant stakeholders, such as supervisors, managers, or HR personnel, in order to contribute to the ongoing improvement of the workplace environment. You must maintain open and respectful communication with all parties involved throughout the evaluation and reflection process. You should show empathy and respect for the perspectives of others, adapt your communication style to different social and cultural groups, and maintain a professional and discreet demeanour. APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0 - September_2023 | CRICOS: 03156M RTO Code: 91606 Page 42 of 50 To succeed in this assessment, you must demonstrate excellent conflict resolution skills, strong communication skills, and a proactive approach to managing conflicts with customers and within staff members. By following the organization's policies and procedures and acting as a role model, you can ensure that the restaurant provides high-quality services to customers and creates a positive working environment for the staff members. After completing the above tasks, you are required to fill in the Incident Report provided to evaluate the effectiveness of the solutions and identify any further action that may need to be taken. Your trainer/assessor will observe you during the process and provide feedback on your performance. Your trainer/assessor will observe you during the role play and complete a performance checklist. All students are expected to perform as a manager. Assessor checklist This checklist should be used by the assessor during the assessment process to be sure that all areas of competence and performance that must be demonstrated by the student during the skills demonstration as part of the training and assessment are covered by the assessment process. Role Play Template: Student Name: Date: Scenario: Terra Rossa Restaurant & Bar Task: To identify the root cause of a conflict and resolve it, using different techniques and skills including conflict-resolution techniques and communication skills.10:27* IIII 6? @i B api47w.i|ovepdf.com Skills Test (Role Play): Welcome to your skills assessment for conflict resolution in a simulated workplace scenario. Please carefully read and understand the given scenario and policies and procedures (Appendix 1) before beginning the Task. You will be required to perform a role play with your classmates, acting as a manager in Terra Rossa Restaurant & Bar in Melbourne. Your task is to identify the root cause of a conict and resolve it, using different techniques and skills including conict-resolution techniques and communication skills. During the role-play, one of your classmates will act as an angry customer, while another will act as a staff member. Your trainer will provide 10-15 minutes for the role play, and may provide additional time if required, Scenario: Terra Rossa Restaurant& Bar As a manager at Terra Rossa Restaurant & Bar in Melbourne, you are responsible for managing the restaurant staff, resolving any conicts with customers and within the staff members, and ensuring that the restaurant provides high-quality Italian cuisine, drinks, and accommodation services. With the arrival of the Footy season, you anticipate a significant increase in customer inow, and as such, you have put measures in place to ensure that any customer is catered to within 2 minutes of APEX AUSTRALIA VOCATIONAL EDUCATION I SITXCOMUIO Learn el Assessment Pack v1 0 Sepiembelilou l CRICOS: 03155M RTO Code' 91606 New illiil 3i, their arrival and served delicious food and drinks within 15 minutes of order. You have a total of 15 staff on Fridays and Saturdays, including 4 chefs, 3 bar attendants, 3 support staff/kitchen hands, and 5 waitresses. One day, on Footy Friday, you notice that a customer is not happy with the food quality and is claiming that their food did not arrive on time. The customer is misbehaving with your staff and using abusive language towards them, even threatening them. Your staff is trying to resolve the issue, but the customer's tone is too loud, and they are not willing to listen to anything. Your staff member, who is handling the situation, escalates it to you, and as a manager, it is your responsibility to handle the conict and ensure that the situation is resolved amicably. To begin with, you must identify the root cause ofthe conict and take appropriate measures to prevent the situation from escalating further. This may involve talking to the customer and trying to understand their grievances, showing empathy towards their situation, and using different conict-resolution techniques to de-escalate the situation. It is also crucial to ensure the safety of your staff members and provide them with the support they need to handle the conict. This may involve providing them with additional training on how to handle difcult customers or giving them access to resources and tools that can help them manage conicts more effectively. As a manager, you must also follow the organization's policies and procedures to manage the conict. This may involve reviewing the policies and procedures and identifying areas that need improvement, such as the customer service protocols, conict-resolution processes, and staff training programs. It is also essential to act as a role model and take responsibility for resolving the conflict. This may involve taking a proactive approach to addressing the situation and ensuring that all stakeholders involved in the conict are heard and their needs are met. Evaluating the impact of the conict on the business and other customers is also important. This may involve conducting a review of the restaurant's performance, looking at customer feedback and reviews, and analyzing any data that can help you identify areas that need improvement. To resolve the conict, it is important to discuss with the customer and evaluate different options to resolve the conict. This may involve providing a refund, offering a complimentary meal, or providing a discount on future orders. It is also important to check whether any legal actions need to be taken, such as ling a police report or seeking legal advice from an attorney. Once you have implemented the best solutions to resolve the conict, you must complete an incident report detailing the date of the incident, the staff members involved, the action taken, and the impact of the conict. In summary, as a manager at Terra Rossa Restaurant 8i Bar, you must have excellent conict- resolution skills, strong communication skills, and a proactive approach to managing conicts with customers and within the staff members. By following the organization's policies and procedures and APEX AUSTRALIA VOCATIONAL EDUCATION | slTxCoMolo LearnerAssessment Patio/1,07 Septemberiluli I CRICOS: 03155M RYO Code. 91506 10:27 * api47w.ilovepdf.com acting as a role model, you can ensure that the restaurant provides high-quality services to customers and creates a positive working environment for the staff members. Your specific tasks during the role-play include: In this assessment task you are required to complete the following tasks to evaluate and reflect on the conflict resolution: Communicate with parties involved to seek and provide feedback on the conflicts and their resolutions: Contact the staff and the customer involved in the conflict to gather their feedback on the resolution process and outcome. Seek feedback on your own conflict resolution and communication skills, and identify areas for improvement. Evaluate and reflect on the conflicts and the effectiveness of the solutions: Analyse the conflict and the implemented resolution strategies to determine the effectiveness of the solutions, considering factors such as customer satisfaction, safety of staff, and impact on the business. Reflect on your own role in the conflict resolution process, identifying areas of strength and areas for improvement in your conflict resolution and communication skills. Consider alternative approaches that could have been employed in the resolution process and assess their potential effectiveness in comparison to the chosen strategies. Determine possible causes of workplace conflict and provide input for workplace enhancement and improvements: Investigate the underlying causes of the conflict, such as delays in food delivery or miscommunication between staff and customers. Develop recommendations for workplace enhancements and improvements to address the identified causes of conflict, considering strategies such as staff training, policy revisions, or changes to communication channels. Communicate your findings and recommendations to relevant stakeholders, such as supervisors, managers, or HR personnel, in order to contribute to the ongoing improvement of the workplace environment. You must maintain open and respectful communication with all parties involved throughout the evaluation and reflection process. You should show empathy and respect for the perspectives of others, adapt your communication style to different social and cultural groups, and maintain a professional and discreet demeanour. APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0 - September_2023 | CRICOS: 03156M RTO Code: 91606 Page 42 of 50 To succeed in this assessment, you must demonstrate excellent conflict resolution skills, strong communication skills, and a proactive approach to managing conflicts with customers and within staff members. By following the organization's policies and procedures and acting as a role model, you can ensure that the restaurant provides high-quality services to customers and creates a positive working environment for the staff members. After completing the above tasks, you are required to fill in the Incident Report provided to evaluate the effectiveness of the solutions and identify any further action that may need to be taken. Your trainer/assessor will observe you during the process and provide feedback on your performance. Your trainer/assessor will observe you during the role play and complete a performance checklist. All students are expected to perform as a manager. Assessor checklist This checklist should be used by the assessor during the assessment process to be sure that all areas of competence and performance that must be demonstrated by the student during the skills demonstration as part of the training and assessment are covered by the assessment process. Role Play Template: Student Name: Date: Scenario: Terra Rossa Restaurant & Bar Task: To identify the root cause of a conflict and resolve it, using different techniques and skills including conflict-resolution techniques and communication skills.10:28 * api47w.ilovepdf.com Communication Skills Did the student communicate effectively with the customer and staff members? . Did the student show empathy and respect for the perspectives of others? Did the student adapt their communication style to different social and cultural groups? Did the student maintain a professional and discreet demeanor? Conflict Resolution Techniques Did the student identify the root cause of the conflict? . Did the student take appropriate measures to prevent the situation from escalating further? Did the student use different conflict-resolution techniques to de-escalate the situation? APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0 - September_2023 | CRICOS: 03156M RTO Code: 91606 Page 43 of 50 Did the student follow the organization's policies and procedures to manage the conflict? Did the student act as a role model and take responsibility for resolving the conflict? Did the student evaluate the effectiveness of the solutions? Evaluation and Reflection Did the student seek feedback from the customer and staff members on the resolution process and outcome? Did the student seek feedback on their own conflict resolution and communication skills, and identify areas for improvement? Did the student analyze the conflict and the implemented resolution strategies to determine the effectiveness of the solutions? Did the student reflect on their own role in the conflict resolution process, identifying areas of strength and areas for improvement in their conflict resolution and communication skills? Did the student consider alternative approaches that could have been employed in the resolution process and assess their potential effectiveness in comparison to the chosen strategies? Did the student determine possible causes of workplace conflict and provide input for workplace enhancement and improvements? Did the student develop recommendations for workplace enhancements and improvements to address the identified causes of conflict? Did the student communicate their findings and recommendations to relevant stakeholders? Incident Report Did the student complete the incident report detailing the date of the incident, the staff members involved, the action taken, and the impact of the conflict? Overall Performance: Did the student demonstrate excellent conflict resolution skills, strong communication skills, and a proactive approach to managing conflicts with customers and within staff members? Did the student follow the organization's policies and procedures and act as a role model? Was the student able to identify the root cause of the conflict and resolve it effectively? Did the student reflect on their own performance and provide input for workplace enhancements and improvements? Trainer/Assessor Feedback: APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0- September_2023 | CRICOS: 03156M RTO Code: 91606 Page 44 of 50 Trainer/Assessor's comments on the student's performance during the role play and evaluation and reflection process.10:28 * api47w.ilovepdf.com Incident Report (To be completed by the student) Date: [insert date of the incident] Incident: [brief description of the incident, including the root cause of the conflict and parties involved] Staff Involved: [list the names and roles of the staff members involved in the incident] Action Taken: [detail the steps taken to resolve the conflict, including communication with the customer and staff, conflict-resolution techniques employed, and any other measures taken to ensure the safety of staff and customers] Impact of Conflict: [describe the impact of the conflict on the business and other customers, including any complaints received, damage to the restaurant's reputation, or financial losses incurred] Evaluation and Reflection: To evaluate and reflect on the conflict resolution, the student should cover the following points: 1. Communication: The student should discuss how they communicated with the customer and staff members involved in the conflict. They should reflect on their communication skills and identify areas for improvement. 2. Effectiveness of Strategies: The student should evaluate the effectiveness of the implemented resolution strategies. They should analyze the impact of the conflict on customer satisfaction, staff safety, and the business's performance. They should also consider alternative approaches that could have been employed in the resolution process and assess their potential effectiveness in comparison to the chosen strategies. 3. Causes of Conflict: The student should determine the underlying causes of the conflict. They should investigate the causes, such as delays in food delivery or miscommunication between staff and customers. APEX AUSTRALIA VOCATIONAL EDUCATION | SITXCOM010 Learner Assessment Pack v1.0 - September_2023 | CRICOS: 03156M RTO Code: 91606 Page 45 of 50 4. Recommendations: The student should develop recommendations for workplace enhancements and improvements to address the identified causes of conflict. They should consider strategies such as staff training, policy revisions, or changes to communication channels. 5. Communication of Findings: The student should communicate their findings and recommendations to relevant stakeholders, such as supervisors, managers, or HR personnel, to contribute to the ongoing improvement of the workplace environment. 6. Overall Reflection: The student should reflect on their overall performance and skills during the conflict resolution process. They should identify areas of strength and areas for improvement in their conflict resolution and communication skills. By covering these points, the student can evaluate and reflect on their conflict resolution skills and contribute to the ongoing improvement of the workplace environment. Name: [insert your name] Signature: [insert your signature] APPENDIX A: REASONABLE ADJUSTMENTS Write (task name and number) where reasonable adjustments have been applied: Reasonable Adjustments Students with carer responsibilities, cultural or religious obligations, English as an additional language, disability etc. can request for reasonable adjustments. Please note, academic standards of the unit/course will not be lowered to accommodate the needs of any student, but there is a requirement to be flexible about the way in which it is delivered or assessed. The Disability Standards for Education requires institutions to take reasonable steps to enable the student with a disability to participate in education on the same basis as a student without a disability. The trainer/assessor must complete the section below "Reasonable Adjustment Strategies Matrix" to ensure the recorded and implemented. The and