MANAGE CONFLICT
\nASSESSMENT<\/p>\n
ASSESSMENT INFORMATION for students
\nThroughout 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.
\nYou are going to be assessed for:
\nYour skills and knowledge using written and observation activities that apply to your workplace.
\nYour ability to apply your learning.
\nYour ability to recognise common principles and actively use these on the job.
\nAll 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.
\nHow you will be assessed
\nThe 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.
\nThe 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.
\nYour 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.
\nThe 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.<\/p>\n
What happens if your result is \u2018Not Yet Competent\u2019 for one or more assessment tasks?
\nOur assessment process is designed to answer the question \u201chas the desired learning outcome been achieved yet?\u201d If the answer is \u201cNot yet\u201d, then we work with you to see how we can get there.
\nIn the case that one or more of your assessments has been marked \u2018NYC\u2019, your trainer will provide you with the necessary feedback and guidance, in order for you to resubmit your responses.
\nWhat if you disagree on the assessment outcome?
\nYou can appeal against a decision made in regards to your assessment. An appeal should only be made if you have been assessed as \u2018Not Yet Competent\u2019 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.
\nYour 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.
\nWhat if I believe I am already competent before training?
\nIf 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).
\nAssessor Responsibilities
\nAssessors need to be aware of their responsibilities and carry them out appropriately. To do this they need to:
\nEnsure that participants are assessed fairly based on the outcome of the language, literacy and numeracy review completed at enrolment.
\nEnsure 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.
\nEnsure that their own qualifications are current.
\nWhen required, request the manager or supervisor to determine that the student is \u2018satisfactorily\u2019 demonstrating the requirements for each unit. \u2018Satisfactorily\u2019 means consistently meeting the standard expected from an experienced operator.
\nWhen required, ensure supervisors and students sign off on third party assessment forms or third party report.
\nFollow the recommendations from moderation and validation meetings.
\nHow should I format my assessments?
\nYour 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.
\nHow long should my answers be?
\nThe length of your answers will be guided by the description in each assessment, for example:
\nType of Answer Answer Guidelines
\nShort Answer 4 typed lines = 50 words, or
\n5 lines of handwritten text
\nLong Answer 8 typed lines = 100 words, or
\n10 lines of handwritten text = 1\/3of a foolscap page
\nBrief Report 500 words = 1 page typed report, or
\n50 lines of handwritten text = 11\/2foolscap handwritten pages
\nMid Report 1,000 words = 2 page typed report
\n100 lines of handwritten text = 3 foolscap handwritten pages
\nLong Report 2,000 words = 4 page typed report
\n200 lines of handwritten text = 6 foolscap handwritten pages
\nHow should I reference the sources of information I use in my assessments?
\nInclude 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:
\nWebsite Name \u2013 Page or Document Name, Retrieved insert the date. Webpage link.
\nFor a book: Author surname, author initial Year of publication, Title of book, Publisher, City, State<\/p>\n
assessment guide
\nThe following table shows you how to achieve a satisfactory result against the criteria for each type of assessment task.
\nAssessment Method Satisfactory Result Non-Satisfactory Result
\nYou 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.
\nQuestions All questions answered correctly Incorrect answers for one or more questions
\nAnswers 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.
\nThird 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
\nWritten Activity The assessor will mark the activity against the detailed guidelines\/instructions Does not follow guidelines\/instructions
\nAttachments if requested are attached Requested supplementary items are not attached
\nAll 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.
\nResponses must refer to appropriate sources from your workbook and\/or workplace One or more of the requirements are answered incorrectly.
\nDoes not refer to or utilise appropriate or correct sources of information
\nObservation\/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
\nCase Study All comprehension questions answered correctly; demonstrating an application of knowledge of the topic (sample nursing essay examples by the best nursing assignment writing service) 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.
\nAnswers 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.
\nAssessment Cover Sheet
\nStudent\u2019s name: USI
\nAssessors Name: Date Submitted:
\nThe following questions are to be completed by the assessor:
\nIs the Student ready for assessment? Yes No
\nHas the assessment process been explained? Yes No
\nDoes the Student understand which evidence is to be collected and how? Yes No
\nHave the Student\u2019s rights and the appeal system been fully explained? Yes No
\nHave you discussed any special needs to be considered during assessment? Yes No
\nThe following documents must be completed and attached:
\n? Written Activity and Checklist
\nThe student will complete the written activity provided to them by the assessor. The Written Activity Checklist will be completed by the assessor. S NYS
\n? Observation \/ Demonstration and Checklist
\nThe 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
\n? Questions and Questions Checklist
\nThe student will answer a range of questions either verbally or written. The Questioning Checklist will be completed by the assessor. S NYS
\nStudent Declaration
\nI 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
\nI declare that:
\n? The material I have submitted is my own work;
\n? I have kept a copy of all relevant notes and reference material that I used in the production of my work;
\n? I have given references for all sources of information that are not my own, including the words, ideas and images of others.
\nStudent Signature: Date:
\nAssessment cover sheet
\nResult and Feedback
\nFeedback to Student:
\nOverall Outcome ?Competent ?Not yet Competent
\nAssessor Signature: Date:<\/p>\n
OBSERVATION\/Demonstration
\nThe 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:
\nCurrent commercial policies and procedures for complaint, conflict and dispute resolution.
\nInternal 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.
\nFor this task you are to identify, resolve and evaluate the complaints or disputes as listed below:
\nResolve escalated complaints or disputes with customers in relation to at least three of the following matters:
\nDelays or poor timing of product or service supply.
\nIncorrect pricing of product or service.
\nDelays or errors in providing product or service.
\nMisunderstanding of customer request or communication barrier.
\nProblem or fault with product or service.
\nRefused entry or ejection from premises.
\nResolve team member disputes in relation to at least two of the following complex matters:
\nDispute or argument among work colleagues.
\nJob duties or rosters.
\nLack of competence.
\nWorker mistake.
\nDismissal.
\nCultural misunderstanding.
\nTake appropriate action in response to at least two of the following threat or conflict situations:
\nCustomer refusing to leave or be pacified.
\nDrug or alcohol-affected person.
\nPerson who appears to be violent or are threatening.
\nPeople involved in physical violence.
\nPerson with gun or arms.
\nSituation where someone has been or may be hurt.
\nFor each of the at least seven conflict situations, you will need to complete the following steps to identify the conflict situation:
\nIdentify the potential for conflict and prevent escalation by taking swift and tactful action.
\nIdentify all situations where the personal safety of customers or colleagues may be threatened and organise appropriate Helpance.
\nIdentify and use appropriate resources to Help in managing conflict.
\nFor each of the conflict situations, perform each of the following steps to resolve the conflict:
\nWith all parties involved, establish and agree upon the nature and the details of the conflict.
\nAssess the impact of the conflict.
\nManage 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.
\nWithin the scope of your role and responsibilities, take responsibility for trying to find a solution to the conflict, seeking Helpance where required.
\nIdentify and evaluate the impact of the conflict on the reputation of the business and legal liability.
\nEvaluate the options available to resolve the conflict, taking into account organisational policies and constraints.
\nImplement the conflict resolution best solution
\nComplete all required reports.
\nFor each of the conflict situations, complete each of the following steps to evaluate conflict resolution:
\nCommunicate with all parties involved to seek and provide relevant feedback on the conflict and on its resolution.
\nEvaluate and reflect on the conflict and on the effectiveness of the solution.
\nDetermine other possible causes of workplace conflict and provide appropriate input for workplace enhancement and other improvements.
\nOnce 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:
\nOther commonly occurring conflict situations in your industry, and their typical causes.
\nBriefly discuss the following in relation to at least two of the conflict situations managed:
\nWarning signs identified.
\nStages of the conflict.
\nThe different levels of the conflict.
\nFactors involved in the conflict situation.
\nResults of the conflict situation.
\nDiscuss how you used assertiveness and negotiation conflict-resolution techniques to Help with solving any of the conflicts.
\nBriefly discuss how you used the any of the following communication techniques appropriately to Help with conflict resolution:
\nActive listening.
\nEmpathising with the person’s situation while upholding organisational policy.
\nNon-verbal communication and recognition of non-verbal signs.
\nLanguage style.
\nQuestioning techniques.
\nAny other communication techniques used that are appropriate to different social or cultural groups.
\nDiscuss how you used any of the resources to Help with the management of conflict:
\nCounsellors.
\nInternal security staff.
\nMediators.
\nOther staff members.
\nPolice.
\nSenior staff.
\nIdentify and briefly discuss the organisational policies and procedures that were referred to throughout the conflict resolution relating to complaint, conflict and dispute resolution.<\/p>\n
OBSERVATION\/Demonstration checklist
\n*Multiple copies of the checklist will need to be printed if the observation is to be observed more than once.
\nObservation\/Demonstration Checklist
\nThe 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.
\n*The assessor needs to ensure that they take detailed notes on the performance of the student in the comments section provided.
\nStudent Name:
\nAssessor Name:
\nThe student is able to demonstrate competency by:
\nYes No How and where actions were observed:
\nResolve escalated complaints or disputes with customers in relation to at least three of the following matters:
\nDelays or poor timing of product or service supply.
\nIncorrect pricing of product or service.
\nDelays or errors in providing product or service.
\nMisunderstanding of customer request or communication barrier.
\nProblem or fault with product or service.
\nRefused entry or ejection from premises.
\nResolve team member disputes in relation to at least two of the following complex matters:
\nDispute or argument among work colleagues.
\nJob duties or rosters.
\nLack of competence.
\nWorker mistake.
\nDismissal.
\nCultural misunderstanding.
\nTake appropriate action in response to at least two of the following threat or conflict situations:
\nCustomer refusing to leave or be pacified.
\nDrug or alcohol-affected person.
\nPerson who appears to be violent or are threatening.
\nPeople involved in physical violence.
\nPerson with gun or arms.
\nSituation where someone has been or may be hurt.
\nThe student has performed each of the following actions successfully in their observation for the at least seven conflict situations managed:
\nIdentify the potential for conflict and prevent escalation by taking swift and tactful action.
\nIdentify all situations where the personal safety of customers or colleagues may be threatened and organise appropriate Helpance.
\nIdentify and use appropriate resources to Help in managing conflict.
\nWith all parties involved, establish and agree upon the nature and the details of the conflict.
\nAssess the impact of the conflict.
\nManage 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.
\nWithin the scope of your role and responsibilities, take responsibility for trying to find a solution to the conflict, seeking Helpance where required.
\nIdentify and evaluate the impact of the conflict on the reputation of the business and legal liability.
\nEvaluate the options available to resolve the conflict, taking into account organisational policies and constraints.
\nImplement the conflict resolution best solution
\nComplete all required reports.
\nCommunicate with all parties involved to seek and provide relevant feedback on the conflict and on its resolution.
\nEvaluate and reflect on the conflict and on the effectiveness of the solution.
\nDetermine other possible causes of workplace conflict and provide appropriate input for workplace enhancement and other improvements.
\nThe student effectively discussed the following:
\nOther commonly occurring conflict situations in your industry, and their typical causes.
\nBriefly discuss the following in relation to at least two of the conflict situations managed:
\nWarning signs identified.
\nStages of the conflict.
\nThe different levels of the conflict.
\nFactors involved in the conflict situation.
\nResults of the conflict situation.
\nDiscuss how you used assertiveness and negotiation conflict-resolution techniques to Help with solving any of the conflicts.
\nBriefly discuss how you used the any of the following communication techniques appropriately to Help with conflict resolution:
\nActive listening.
\nEmpathising with the person’s situation while upholding organisational policy.
\nNon-verbal communication and recognition of non-verbal signs.
\nLanguage style.
\nQuestioning techniques.
\nAny other communication techniques used that are appropriate to different social or cultural groups.
\nDiscuss how you used any of the resources to Help with the management of conflict:
\nCounsellors.
\nInternal security staff.
\nMediators.
\nOther staff members.
\nPolice.
\nSenior staff.
\nIdentify and briefly discuss the organisational policies and procedures that were referred to throughout the conflict resolution relating to complaint, conflict and dispute resolution.
\nDetails of Students Performance:
\nFeedback Given to Student:
\nResult ? Satisfactory ? Not Yet Satisfactory
\nAssessor Signature Date:<\/p>\n
Questions
\nThe 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.
\nYour assessor will take down dot points as a minimum if you choose to answer them verbally.
\nAnswer the following questions either verbally with your assessor or in writing.
\nIdentify at least three potential causes for conflict in the workplace.
\nIdentify at least four situations in the workplace where the personal safety of customers or colleagues may be threatened.
\nDiscuss how each of the following resources may be used to Help in managing conflict:
\nCounsellors
\nInternal security staff
\nMediators
\nOther staff members
\nPolice
\nSenior staff
\nWhat is the first step towards agreeing on the nature and details of the conflict with all parties involved?
\nWhat information will you need to consider when managing conflict to ensure you are working within your role?
\nOutline the responsibilities of a manager when seeking a solution to conflict.
\nIdentify at least five possible costs and impact of conflict on a business reputation.
\nWhat needs to be taken into account when evaluating options to resolve the conflict?
\nWhy is it essential to complete reports for each conflict?
\nWhy is it important communicate with the parties involved to seek and provide feedback on conflict?
\nDiscuss the process of evaluating and reflecting upon the conflict and effectiveness of the solution.
\nIdentify and discuss at least three of the commonly occurring conflict situations in the tourism, travel, hospitality and event industries, including their typical causes.
\nBriefly discuss the conflict-resolution technique of assertiveness.
\nBriefly discuss the conflict-resolution technique of negotiation.<\/p>\n
Questions Checklist
\nQuestioning Checklist
\nThe assessor needs to indicate whether they have conducted the questioning as written questions or as verbal questions by ticking the box below.
\n? Written Questioning ? Verbal Questioning
\nThe assessor must provide evidence with the assessment tool. For written questions, the assessor must provide the student\u2019s original written responses. For verbal questioning, the assessor must provide dot points as a minimum on the student\u2019s responses.
\nFor details on how to conduct and contextualise this form of assessment, please refer to the questioning checklist explanation in the assessor guide.
\nStudent\u2019s name:
\nAssessor\u2019s name:
\nIf 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
\nYes No
\n1 Identify at least three potential causes for conflict in the workplace. ? ?
\n2 Identify at least four situations in the workplace where the personal safety of customers or colleagues may be threatened. ? ?
\n3 Discuss how each of the following resources may be used to Help in managing conflict:
\nCounsellors
\nInternal security staff
\nMediators
\nOther staff members
\nPolice
\nSenior staff ? ?
\n4 What is the first step towards agreeing on the nature and details of the conflict with all parties involved? ? ?
\n5 What information will you need to consider when managing conflict to ensure you are working within your role? ? ?
\n6 Outline the responsibilities of a manager when seeking a solution to conflict. ? ?
\n7 Identify at least five possible costs and impact of conflict on a business reputation. ? ?
\n8 What needs to be taken into account when evaluating options to resolve the conflict? ? ?
\n9 Why is it essential to complete reports for each conflict? ? ?
\n10 Discuss the importance of providing feedback on conflict to the parties involved. ? ?
\n11 Discuss the process of evaluating and reflecting upon the conflict and effectiveness of the solution. ? ?
\n12 Identify and discuss at least three of the commonly occurring conflict situations in the tourism, travel, hospitality and event industries, including their typical causes. ? ?
\n13 Briefly discuss the conflict-resolution technique of assertiveness. ? ?
\n14 Briefly discuss the conflict-resolution technique of negotiation. ? ?
\nFeedback to Student:
\nResult ? Satisfactory ? Not Yet Satisfactory
\nAssessor\u2019s Signature:
\nDate:<\/p>\n","protected":false},"excerpt":{"rendered":"
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