STXCOM005 Manage conflict RTO No: 21595 | CRICOS Code: 02634E

Learners
Assessment Guide

STXCOM005 Manage
conflict

Assessment 1

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STXCOM005 Manage conflict RTO No: 21595 | CRICOS Code: 02634E

Assignment Coversheet
Name:
Student ID:
Email Address:
Class: A3
Unit name:
Unit Code: SITXCOM005
Assignment name: manage conflict

Student Declaration
I declare that –

a. The evidence I have submitted for assessment is my own work, and

b. The evidence I have submitted for assessment has not been shared with other
students, and I have taken all reasonable precautions to ensure that my work cannot
be accessed by other students that may seek to submit my work as their own, and
c. All of the sources of information used to prepare my work have been, or may be
accurately cited, and
d. I retain a copy of all my original for my own records, or for resubmission if required by
Academia Australia, and
e. I have read and understood Academia Australia’s policy regarding plagiarism, and I
accept the right of Academia Australia to investigate suspected plagiarism, and to act
in accordance with the policy and procedure I have read.

Student Signature: __________________________________________

Date of Submission: ___04/03/2020

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STXCOM005 Manage conflict RTO No: 21595 | CRICOS Code: 02634E
Assessment Information
 You must achieve a satisfactory outcome for each of the required criteria of this assessment to
be deemed satisfactory for this assessment. You must achieve a satisfactory result for the
assessments for this unit of competency to achieve a competent result for the unit. If one or
more of the assessment results are not satisfactory, you will be Not Yet Competent for this unit.

 You may follow the Assessment Appeals process in the Student Handbook
(www.academia21.com) if you are not satisfied with:
o the assessment result; or
o the way an assessment was carried out by your trainer; or
o the conditions or structure of the assessment
The student handbook has the steps for reassessment if you receive a Not Yet Competent mark and
do not want to appeal.

Reasonable adjustment for assessment

Where students have highlighted Language, Literacy and Numeracy issues reasonable adjustment to
the assessment can be made. Should you receive a ‘Not Yet Competent’ or ‘Resubmit’ result for the
assessment you will be given the opportunity to re-submit your assessment work with any
amendments requested by your trainer.
The adjustment may include actions such as:
• Student demonstrating knowledge through verbal discussion to identify correct answers
• Student demonstrating knowledge through applied skills
• Allowing additional time relating to disability
• Through consultation amending assessment timeframes
• Assistance in the form of the training location to allow easier access
• Accessing relevant equipment or aids to assist the student
• Adjustments to the assessment methods to cater for any special needs (without effecting the
integrity of the outcome)

If a student requests or is identified as requiring reasonable adjustment to the training and

assessment process a detailed training and assessment plan including timetables, notes regarding
the required adjustments, and any related communications regarding the adjustments must be
maintained in the students file.
The RTO Manager must review and authorise any request for ‘reasonable adjustment’ to ensure that
any adjustments and resulting outcomes are not affecting the integrity of the training and
assessment process.

Location of and completion timeframes for assessment

The location of the assessment will depend upon the nature of the assessment. Direct observation of
student’s skills will be assessed in the practical commercial kitchens / simulated restaurant at
Academia, the timeframes for these assessments will be related to the scheduled times of the
practical classes. Other assessments such as; role plays, in class activities, presentations and written
tests will be conducting in the classroom. The timeframes and due dates for these assessments, as
well as any reports, projects or research assignments, are documented in the stage outlines. Stage
outlines are handed out at the beginning of each term.

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STXCOM005 Manage conflict RTO No: 21595 | CRICOS Code: 02634E
Assessment 1 - Activity
Your task:
Read the following scenarios and answer the corresponding questions for each.

Scenario 1:
You are working as part of the wait staff at a local restaurant. A customer you are serving
has called you over to her table and has complained that she has found a hair in her meal.
However, she has finished her meal and there is no hair to be seen. She is visibly unhappy
and demanding a refund. This is not the policy of your restaurant.

1. Name 3 conflict resolution techniques and explain how you will use these to resolve this
conflict:
Responses

1. Confront the customer and discuss the problem calmly and at a very open mind

2. Offer the customer a complimentary drink instead to please her

3. Listen to the customer and try to smooth out the situation, and offer a discount
instead of a refund

2. What are the dangers of leaving this conflict unresolved?

Responses

The most dangerous act of the customer if this conflict left unresolved is that the customer
may leave a bad review of the restaurant on the internet or post something about it on
social media because almost every person now is using social media and it can make the
image of the restaurant look bad and ruin the business.

Scenario 2

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You are working at a hotel that is popular with international tourists. A foreign tourist
approaches you with a complaint about his room, but you are struggling to understand his
concerns due to his accent and language barrier. You begin to understand that the customer
has an issue with the cleanliness of his bathroom. He is becoming agitated, aggressive,
raising his voice and speaking quickly. He has crossed his arms and looks stiff and tense, as
well as frowning at you. How will you manage this customer’s complaint? Answer the
following questions based on this scenario.

1. What are the signs in this situation that conflict is occurring?

Responses

The signs that conflict is occurring in this situation is that the customer is starting to
become agitated, aggressive, starts raising his voice and speaks quickly, crossing his
arms and looks stiff and tense.

2. How could you overcome this communication barrier?

Responses

I can have a language training, so I know at least the basics of other language, or a
translator app downloaded in my phone, or have a translator device which is a much
easier or convenient one to use for hotel staffs.

3. What actions can you take to resolve this complaint?

Responses

The hotel can transfer the customer to a different but same type of room and offer him a
complimentary room service or offer him a better type of room.

4. What actions can you take to prevent this situation from happening again in the future?

Responses

Have the housekeeping department supervisor or the chief housekeeper needs to double
check the cleaned room before having it available to check in for the guests.

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5. What actions could management take to assist employees to improve their

communication with international customers?

Responses

The management can have a language training to their hired employees or make it as a
requirement for every employee as a part of their company. And they can also have a
translator device to carry around them during their time of duty.

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STXCOM005 Manage conflict RTO No: 21595 | CRICOS Code: 02634E
Scenario 3

Some hostility has been occurring among your work team as Sarah and James always
receive the weekend off, and the rest of the team is required to work both Saturdays and
Sundays. The other employees are beginning to resent Sarah and James for always
receiving the weekend off work. The team rarely works with Sarah and James due to this
rostering, and when they do, there is conflict. The other employees hold fixed opinions about
Sarah and James and as a result, the working environment has become tense and there has
been a lot of gossip. The conflict has not been resolved, and is therefore increasing in
severity. As a result, arguments have occurred between Sarah and other employees. There
has been a notable decrease in productivity.

1. Conflict theory can be divided into the following parts:

1) Signs
2) Stages
3) Levels
4) Factors involved
5) Results

Using the scenario, apply the situations to the relevant parts of conflict theory listed above.
Which aspects need to be addressed by you as the manager?

Responses

Signs – other employees starting to resent Sarah and James and the working environment
become tense and there has been a lot of gossip. The manager should investigate the
situation then talk to the members involved in the issue.

Stages – because of the employees holding fixed opinions about Sarah and James, the
workplace environment became tense.

Levels – this level of conflict is between Sarah and James and the other team members in
the department.

Factors involved – the poor staff selection of the schedule of the roster, the other team
member is not comfortable about this matter that it resulted to conflict. The management
should fix the roster schedule to avoid further conflict.

Results – arguments have been occurred between Sarah and other employees and there
has been a decrease in work productivity. The manager must take corrective action in this
situation. The manager must take corrective action about this matter.

2. As the manager of this team, describe why you believe this conflict is occurring between
Sarah and James and the other team members.

Responses

Because other employees did not talk it out immediately to the manager that they have an
issue with the schedule of their off instead they hold fixed opinions to Sarah and James

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and resulted to a lot of gossip in the workplace.

3. During the initial stages of this conflict, team members were uncomfortable about the
rostering situation but did not argue about the issue. Describe the stage of conflict that
this situation has reached. What will happen if it is ignored further?

Responses

When the team members have an issue and were uncomfortable about the rostering
situation, they did not speak about it and they just let it be but then gossips spread through
the workplace and there has been tension happening between the employees. If the
conflict is ignored, the situation might get worse that can lead the other employee to leave
the job.

4. How can you use communication techniques to effectively manage the conflict within
your team and work well with the other members?

Responses

Plan a meeting with the employees regarding the conflict, let them explain one by one
without interrupting first and listen to all their concerns and ask questions after and then
resolve the issue.

5. How can management work with you to determine and implement a possible solution to
this conflict?

Responses

The management can implement policies and procedures in the workplace regarding for
the reporting and management of conflict.

6. What results will be achieved if this conflict is managed effectively?

Responses

If this conflict is managed effectively, the conflict will be resolved and the tension and the
gossips in the workplace will be gone and the rostering schedule will be fixed.

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STXCOM005 Manage conflict RTO No: 21595 | CRICOS Code: 02634E

Scenario 4

A customer at your bar appears to have become drunk and disorderly. He is knocking over
drinks, talking loudly and has begun arguing with a new staff member working next to you at
the bar when she refuses to serve the customer. You notice that his behaviour is becoming
increasingly threatening to customers and your fellow staff member, who is becoming
frightened of the situation.

1. How might this situation escalate if you do not respond appropriately?

Responses

The situation might get worse and the drunk customer might become violent and have hurt
someone in the bar, I should call the security to stop the customer from being a threat to
the other customers.

2. What actions will you take and what resources can you use to effectively address this
situation and prevent escalation?

Responses

I will call a security guard or the cops to stop the drunk customer from being violent and
have other customer or other staff to become a witness, or if the bar has a cctv camera I
can show the footage to the cops.

3. Which documentation do you need to complete in this instance? List 3 instances which
must be recorded associated with conflict situations in a workplace and explain the
reasons why this needs to occur.

Responses

Conflict documentations are important when there is conflict arising. It needs to be done
for so the conflict can be resolved. The following are some instances in which must be
recorded associated with conflict situations in a workplace:

1. Seek and provide feedback on the incident from all parties concerned. This can
help identify and resolve the conflict after knowing all their sides and can provide a
solution to the issue.

2. Evaluate and reflect. The management should reflect on the situation and resolve
the issue properly.

3. Judging the effectiveness of the solution. If the solution of the recent conflict help
resolves it, it can be used when another conflict arises.

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Part B – Questions Workplace policies and protocols to deal with and manage conflict
1. Outline the common procedures and policies which could be part of a company policy
regarding the requirements for reporting and management of conflict. What does this
need to include?
Responses

The management can manage conflict in the workplace by having a workplace policies
and protocols regarding reporting and management of conflict. The following steps outline
the common procedures and policies:

 Have a clear and consistent policy in the workplace and make sure to
communicate first, ask questions and consult other staffs before deciding and
adopting the policies.
 Ensure that all the employees are putting the policies into practice. Make it as a
regular topic agenda for every meeting, make this as an opportunity to raise
issues.
 Have a process or procedures on who are resolving the conflict. Keep in mind that
approaches to resolving conflict may depend on the circumstances of the conflict.

2. What are the regulatory, industrial and legislative requirements related to the handling of
disputes?

Responses

The Fair Work Act 2009 (FW Act) and the Fair Work Regulations 2009 are the main
legislation the government deal with. They govern the employee/employer relationship in
Australia. They provide a safety net of minimum entitlements, enable flexible working
arrangements and fairness at work and prevent discrimination against employees.

3. Explain the variety of communication skills which could be employed to ensure the
effectiveness of dealing with conflict and conflict resolution.

Responses

When conflict arises within the workplace, action should be taken to resolve it. The
following are the ways of communication in resolving the conflict:

 Address issues immediately and openly. When one of the employees have an
issue to the other, he/she must approach the other to resolve it.
 Set clear expectations. Your approach to your team member should be clearly
defined and expressed.
 Listen carefully to what the other have to say because it may cause a
misunderstanding and make the conflict worse.

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 Recognize and respect personal differences because every one of us have
different opinions so we must respect each other and understand.

4. What are the procedures where conflict involves drugs, alcohol or violence?

Responses

If the conflict involves drugs or alcohol, state first clearly what the desired behaviour is and
get assistance to remove the person. This may involve asking the manager or supervisor
for help or call security or the police. This also applies if the conflict involves violence.

5. What should be covered in an induction program with regards to conflict situations?

Responses

The policies and procedures that can be a part of company policy regarding the resolution
and management of conflict. Provide background information about the organisation
policies, procedures, employee benefits, etc. and provide a copy of Fair Work Information
Statement.

6. To whom (other than the HR department) should escalated conflict situations or

problems be reported in an organisation?

Responses

If an employee has a conflict on their workplace, they can approach and speak the issue
first with their manager or supervisor. They can help the employee plan a constructive
conversation with their colleague.

7. What is the purpose of evaluating conflict situations? Provide examples how this could
be achieved effectively.

Responses

The purpose of evaluating conflict situations is that it can prevent any conflict in the
workplace from escalating. Employees issues and complaints arising can be prevented by
managers or supervisors if they act quickly in resolving any conflict between colleagues.

Arrange a meeting with the employees involved, let them speak without interrupting and
hear all their sides. Then recommend or provide an easier solution for them that they all
agreed to settle.

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Marking Criteria

Not Satisfactory
Not Attempted

Satisfactory

Excellent
Activity 0 1 2 3 Comments
SITXCOM005 Manage conflict
Scenario 1 – 3 conflict resolution technique named and explained. Dangers of        
leaving conflict unresolved correctly explained (Q1-2).
Scenario 2 – Signs that conflict is occurring correctly identified. Ways to        
overcome communication barrier correctly explained. Actions to resolve
complained properly explained. (Q1-2-3).
Scenario 2 – Actions to prevent same situation to happen again in the future        
correctly explained. Actions taken by management to assist employees to
improve their communication with international customers properly explained.
(Q4-5).
Scenario 3 – Signs / Stages / Levels / Factors involved / Results addressed. (Q1).        
Scenario 3 – Cause of conflict explained. Stage of conflict identified.        
Consequences of ignoring conflict explained. (Q2-3).
Scenario 3 – Communication techniques to effectively manage the conflict        
explained. Implementation of a possible solution to the conflict explained. (Q4-5).
Scenario 3 – Results from managing effectively the conflict explained. (Q6).        
Scenario 4 – Consequences of not responding to the situation correctly
explained. Actions taken / Resources used to effectively address this situation
and prevent escalation explained. (Q1-2).
Scenario 4 – Examples of documentation to complete provided.
3 instances related to the conflict which must be recorded explained. Reasons
why recording the situation must occur. (Q3).
Part B – Workplace policies and protocols to deal with and manage conflict        
explained. Regulatory, industrial and legislative requirements related to the
handling of disputes explained. (Q1-2).
Part B – Variety of communication skills used to ensure the effectiveness of
dealing with conflict and conflict resolution correctly explained. Procedures where
conflict involves drugs, alcohol or violence correctly explained. (Q3-4).
Part B – Information covered in an induction program regarding conflict situations
explained. To whom escalated conflict situations or problems should be reported
in an organisation explained. Purpose of evaluating conflict situations explained
and examples provided. (Q5-6-7).
Total Marks out of 36    

Student is satisfactory for this assessment task: Yes Not Yet

________________________________ ___ / ___ / _____

Trainer’s Signature Date

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