SITXCOM010 Manage Conflict Completed

Australian Harbour International College
RTO ID: 41338 CRICOS Provider Code: 03449J

ABN: 74 603 036 102
T: 02 9268 0085
E: admissions@ahic.edu.au
W: www.ahic.edu.au
A: Level 4, 114-120 Castlereagh Street
Sydney NSW 2000 Australia
Assessment Details
Qualification Code/Title SIT40521 Certificate IV in Kitchen Management
Time
Assessment Type Assessment -01 (Knowledge Questions)
allowed
Assessment- 02 (Practical Task)
Due Date Location AHIC Term / Year
Unit of Competency
SITXCOM010 - Manage conflict
National Code/Title
Student Details
Student Name Student ID
Student Declaration: I declare that the work submitted is Signature: ____________________________
my own, and has not been copied or plagiarised from any Date: _____/______/__________
person or source.
Assessor Details
Assessor’s Name
Assessment Task 1
SATISFACTORY NOT SATISFACTORY
Result (Please Circle)
Assessment Task 2
SATISFACTORY NOT SATISFACTORY
Result (Please Circle)
Feedback to student:
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia
|RTO NO: 41338 | CRICOS Provider Code: 03449J
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Student Declaration: I declare that I have been Assessor Declaration: I declare that I have conducted a fair,
assessed in this unit, and I have been advised of my valid, reliable and flexible assessment with this student, and I
result. I am also aware of my appeal rights. have provided appropriate feedback.
Signature Signature
Date
Date
SITXCOM010

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Contents
Introduction 4
Assessment for this unit 4
Assessment Task 1: Knowledge questions 5
Information for students 5
Questions 6
Assessment Task 1: Checklist 12
Assessment Task 2: Practical task – Role plays 13
Information for students 13
Activities 14
Assessment Task 2: Checklist 19
Final results record 23

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Introduction
Welcome to the Student Assessment Tasks for SITXCOM010 Manage conflict. These tasks have
been designed to help you demonstrate the skills and knowledge that you have learnt during your
course.
Please ensure that you read the instructions provided with these tasks carefully. You should also
follow the advice provided in the Hospitality Works Student User Guide. The Student User Guide
provides important information for you relating to completing assessment successfully.
Assessment for this unit

For you to be assessed as competent, you must successfully complete two assessment tasks:
 Assessment Task 1: Knowledge questions – You must answer all questions correctly.
 Assessment Task 2: Practical tasks - Role plays – You are required to demonstrate your skills
and knowledge by resolving complex or escalated complaints and disputes with internal and
external customers and colleagues. You will be required to complete a number of role plays
and have your performance observed by the assessor.

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Assessment Task 1: Knowledge questions

Information for students
Knowledge questions are designed to help you demonstrate the knowledge which you have
acquired during the learning phase of this unit. Ensure that you:
 review the advice to students regarding answering knowledge questions in the Hospitality
Works Student User Guide
 comply with the due date for assessment which your assessor will provide
 adhere with your RTO’s submission guidelines
 answer all questions completely and correctly
 submit work which is original and, where necessary, properly referenced
 submit a completed cover sheet with your work
 avoid sharing your answers with other students.
i
Assessment information
Information about how you should complete this assessment can be found in Appendix A of the
Hospitality Works Student User Guide. Refer to the appendix for information on:
 where this task should be completed
 the maximum time allowed for completing this assessment task
 whether or not this task is open-book.
Note: You must complete and submit an assessment cover sheet with your work. A template is
provided in Appendix B of the Student User Guide. However, if your RTO has provided you with
an assessment cover sheet, please ensure that you use that.

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Questions
Provide answers to all of the questions below.
1. Identify three common warning signs of conflict.
Three common warning signs of conflict are given below:

- Dysfunctional meetings:
Dysfunctional meeting is a major warning sign of conflict, it mean to say that if there is no
any agenda or we can say that without common goal of organization. Without any goal
one can’t decide in which way we have to go. Goal set the path and view the way of
direction. So people are unable to give attention, this cause the conflict.
- Stress and Anxiety:

Too much pressure of workload also creates conflict. It includes staff management,
interpersonal relationship, dealing with issues which arise on workplace, etc.
- Quality issues:
If there is not meet the productivity demand whatever they desire and the issue with
quality of product cause conflict. So, this should be focused and have to consider it.
2. Describe, in your own words, the five stages of conflict.
Latent stage This is the first stage of conflict and occurs before the parties realise a
conflict situation is likely to occur. An example of this stage may be
that an order placed by a customer’s is incorrectly recorded by the
waiter. Neither party are aware that this mistake has happened.

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Perceived stage This is the second stage of conflict and occurs when it is noticed. This
usually happens after a miscommunication or misunderstanding
between parties. Each party is aware that a problem exists.
Felt stage This is the third stage and occurs when one or more of the parties feel
an emotion over the conflict. This may includes stress, anxiety or anger.
Manifest stage This is the fourth stage which occurs when the conflict causes action
which can be seen.
Aftermath stage This is the final stage of conflict which occurs upon resolution or
dissolution. Depending on how the conflict was dealt with and ended,
can have either a positive or negative impact on each party. The
aftermath stage provides an opportunity to evaluate the situation and
make changes to deter the same problem from arising in future
3. List the four recognised levels of conflict.
The four level of conflict are as follows:

 Intrapersonal conflict: this is conflict within self
 Interpersonal conflict: this is conflict between two people.
 Intragroup conflict: conflict between multiple persons.
 Intergroup conflict: conflict between multiple groups

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4. Identify three factors that can lead to conflict in a hospitality environment.
Three factors that can lead to conflict in a hospitality environment are as follows:
- Unrealistic needs and expectations: Struggle at work can frequently be caused when
business overlooks the requirements of representative or set unreasonable desires. For
instance, orchestrating hours that make it hard for representative to complete childcare
obligation.
- Bullying and Harassment: These days bullying and harassment is one of the major factors
of conflict at hospitality environment. Most of the place seems that junior and most of the
girls are harassed by senior employee. This is very annoying and embarrassed for them.
- Unresolved issue: For example, a representative may request to be moved to another

group due to their supervisor’s ‘aggressive ‘initiative style. Nonetheless, the
representative may have different reasons. For example, they may censure their chief for
an absence of preparing or vocation movement.
5. Describe what conflict theory says about the results that come from dealing with conflict.
Karl Marx is a theory that society is in a state of perpetual conflict because of competition for
limited resources. Conflict hypothesis holds that social request is kept up by mastery and force,
as opposed to by agreement and congruity. As individual by conflict hypothesis, those with riches
and influence attempt to clutch it using any and all means conceivable, essentially by smothering
poor people and feeble. Conflict hypothesis has been utilized to clarify a wide scope of social
marvels, including wars, insurgencies, destitution, separation and abusive behaviour at home. It
credits a large portion of the key improvements in mankind’s set of experiences, for example,
majority rule government and social liberties, to individual endeavours to control the majority
(rather than a longing for social request).
Positive results while dealing with conflict are as follows:
- Thought of a more extensive scope of thought, bringing about a superior, more grounded
thought surfacing of suppositions that might be mistaken.
- Expanded of individual perspectives that manufacture learning.
- Then again, struggle can be useless on the off chance that is extreme or includes
individual assaults or devious strategies.

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Negative results while dealing with conflicts are as follows:
- Expanded pressure and tension among people, which diminishes efficiency and fulfilment.
- Sentiments of being vanquished and belittled, which brings down people’s spirit and may
expand turnover.
- An atmosphere of question, which thwarts the collaboration and participation important
to complete work.
6. Explain how the use of each of the following communication strategies can be effective in
conflict situations.
Active listening Demonstrating individuals that we are keen on them and what
they need to state is vital to the listening cycle. It is nothing but
bad hearing and understanding what somebody is stating in
the event that we don’t tell them through our conduct that we
are truly turning in to them. There are some point of active
listening: Remove physical barrier, be on the same eye level,
be aware of personal space.
Empathy Being warm and inviting is another approach to show interest

in a customer. Utilizing their name, grinning when you welcome
them and offering them a seat are incredible approaches to lay
everything out of warmth, positive respect and interest.
Utilizing right outward appearances is a method of checking
out the customer’s emotions and indicating them you’re tuned
in.
Non-verbal techniques are valuables as they help you

Non-verbal
comprehend what’s going on when individuals are not taking. A
communication flood of the hand, a grin or a grimace is largely non-verbal
correspondences. Having the option to put across what you
have to impart without taking can be handily done, despite the
fact that you should be cautious in light of the fact that non-
verbal correspondence can be misjudged.

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Figuring out how to peruse and comprehend body language is

Style of language
a significant expertise. Body language can give you
understanding into what going on with an individual and it may
likewise lets you know whether they are concealing something
or in any event, lying. It’s critical to know that occasionally you
can decipher body language erroneously, especially on the off
chance that you don’t have the foggiest idea about the
individual you are managing.
The way in which you use your voice will set the scene for how
Questioning techniques
others will react. Like effective questioning, open questioning,
closed questioning, leading questioning, etc.
We call exhibiting that we are turning in to somebody going to

Communicating in a
conduct. We do this through non-verbal communication (non-
culturally competent verbal conduct, for example. Gestures, facial expression,
manner posture and manner of speaking. Showing great going to
conduct is the initial phase in building up a decent compatibility
with our customers.
7. Describe how the following conflict resolution techniques can be used for effective conflict
resolution:
Assertiveness Assertiveness isn’t aggression:

- “Sentiments of outrage or hatred bringing about
antagonistic or rough conduct, preparation to assault
or stand up to”. Assertiveness is a scholarly social
expertise that requires some investment, practice and
persistence to figure out how to progress nicely.
- For each occasion wherein, a void is left by our
absence of self-assuredness, others will occupy that
space with their own self-assuredness.
- We all aversion showdown.
We can also use DESC approach as an effective conflict
resolution technique.
Describe
Express
Specify
Consequences

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- When somebody shows the conduct/transforms we

are searching for, recognize in a positive way.
- Remember assertiveness is tied in with defending
ourselves. It doesn’t ensure the other will go along.
Not with standing, we feel enabled by making some
noise. Hence, improving confidence, self-esteem and
fearlessness.
- As assertiveness can be standing up to, it is an open
door for figuring out how to be agreeable in an
awkward circumstance.
Negotiation A negotiation isn’t giving a request or accepting an order.

Negotiation resembles discussions- they are two-way
communication. Viable arrangement requires great tuning in
and thinking abilities.
Here are a few hints:
- Prepare previously- consider choices on the off chance
that you can’t get your favoured result.
- Find out the other individual’s viewpoint- recognise
what inspires their choices
- State your own requirements- clarify why something is
critical to you.
- Don’t contend- It’s not beneficial and it gets tempers
up.
Use of appropriate Use of appropriate communication Acknowledging the views of

communication all involved parties and providing them with opportunities to
express them- This means our communication while solving a
conflict should be decent all the time while both conflicted
parties are involved.
Acknowledging the views Acknowledging the views of all involved parties and providing
of all involved parties them with opportunities to express them so there will be
and providing them with acceptance of what are to be done in an appropriate plan.
opportunities to express
them

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Responding to all Responding to all involved parties in a sensitive, courteous,

involved parties in a respectful, and discreet manner: It refers to the sense of
sensitive, courteous, reaching over a conflict which means we have to look into the
respectful, and discreet thoughts of both the involved parties and then solve the issue.
manner
Minimising the impact of Minimising the impact of conflict on other colleagues and
conflict on other customers: The effect of conflict should never be transferred to
colleagues and other customers, so their interests never are disappointed.
customers
8. Identify four pieces of information you would expect to find in an organisation’s policies and
procedures for complaints, conflicts, and dispute resolution.
1. Understanding: identify and understand the problem that arose between the two parties to
proceed with the conflict resolution
2. Accommodating: make the people involved feel comfortable and at ease to have a clear
vision of the conflict, using an appropriate tone of voice and the right words so as not to offend
or judge anyone
3. Compromising: finding a compromise is the best way to benefit both parties and
demonstrate the right method of resolving the conflict, making sure to comply with all policies
and procedures
4. Collaborating: finding a solution as a group facilitates resolution by benefiting both parties
and showing the appreciation necessary to find the best solution
9. For each person/group below, identify one scenario where they may be required to assist in
managing conflict.

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Counsellors Counsellors may have internal disputes over who knows best
to choose the best option to clients and this can be a source of
debate. To avoid this type of conflict, a collaboration policy can
be adopted to find the best option for the customer in question,
solving the internal problem and favouring an optimal service
for customers.

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Internal security staff Internal security staff can have problems of ethnic origin where
culture and related prejudices can be a source of conflict and
debate. To resolve the dispute it is necessary to adopt a policy
of anti-racial discrimination where it protects the origin and
culture of the subjects involved, therefore the debate can be
stopped by bringing together the people involved and
analysing the problem together and finding a rational solution
for both parties.
Mediators Mediators are those who resolve internal disputes, but they too
can be subject to disputes with other staff. For example, they
may underestimate the reasons of the staff favouring one party
over the other, and this is not in accordance with the equal
opportunities policy. So, in this case, the staff manager or
supervisor must intervene to make the policy imposed by the
company prevail and demonstrate how to resolve the dispute.
Other staff The bartender had a dispute with an arrogant customer who
discriminated against the bartender's sex by raising his voice
during the debate and attracting the attention of the whole
room just to make his reasons prevail. The bartender tried to
resolve the situation, but it all resulted in a conflict. In this case,
the staff manager must enforce the anti-sex discrimination
policy and point out to the customer that our hotel has strict
policies that must be respected.
Police A customer had a racial-themed fight with a hotel employee

and after that the staff noticed that the employee experienced
great psychological and emotional trauma. The staff manager,
after having listened to and evaluated the situation, wanted the
police to intervene to assert the rights of employees. Since the
company follows the laws and policies of racial anti-
discrimination, the police after analysing the videos intervene
to penalize the client in question and point out the intolerability
of the debate, fining or arresting him.
Senior staff Senior staff may be subject to age discrimination because they
are older and perhaps slower than other staff and this can be a
reason for conflict. To resolve the dispute it is necessary to
highlight that the company adopts an anti-discrimination policy
of age and that working in a group it is necessary to help the
staff where necessary and find the best compromise to benefit
all the staff, a group discussion can favour delivery of the

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message.
10. List three common conflict situations that can occur in a workplace and their typical causes.
Conflict situations Typical cause
Conflict between co-workers This can be caused by differences in personality, work style,
or values. For example, two co-workers may have different
ideas about how to complete a task, or they may have
different communication styles.
Conflict between a This can be caused by differences in expectations, work

supervisor and an employee style, or values. For example, a supervisor may expect an
employee to complete a task in a certain way, but the
employee may have a different idea about how to complete
the task.
Conflict between employees This can be caused by differences in expectations, work

and customers style, or values. For example, a customer may expect an
employee to provide a certain service, but the employee may
have a different idea about how to provide the service.

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Assessment Task 1: Checklist
Student’s name:
Did the student provide a Completed

sufficient and clear answer successfully?
that addresses the
suggested answer for the
Yes No
following? Comments
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Question 9
Question 10
Task outcome:  Satisfactory  Not satisfactory
Assessor signature:
Assessor name:
Date:

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Assessment Task 2: Practical task – Role plays

Information for students
Tasks required for this unit

This unit of competency requires that you:
 take action to resolve escalated complaints or disputes with customers in relation to at least
three of the following matters:
o cultural misunderstanding o person who appears to be violent or

threatening
o incorrect pricing of product or service
o problem or fault with product or
o delays or errors in providing product
service
or service
o refused entry or ejection from
o misunderstanding of customer
premises
request or communication barrier
o situation where someone has been
or may be hurt
 take action to resolve team member disputes in relation to at least two of the following
matters:
o dispute or argument among work o job duties or rosters

colleagues
o lack of competence
o drug or alcohol-affected person
 use conflict-resolution and communication techniques when seeking to resolve above

situations
 organisational procedures for evaluating conflict resolution.
Instructions for how you will complete these requirements are included below.

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Activities
Complete the following activities.
Carefully read the following information.
Successful completion of this unit requires that you can resolve complex or escalated
complaints and disputes with internal and external customers and colleagues.
You will need to participate in a number of role plays to demonstrate your skills and
knowledge.
Below is a guide to the skills and knowledge you must demonstrate when you are
completing each activity step. We have provided a number of documents to assist
you and you will find these in the student resources including:
 your learning resources and other information for reference
 your Complaints Policy and Procedures
 your Conflict Resolution Policy and Procedures
 your Customer Service Policy and Procedures
 your Complaints Register template
 your Incident Report template.
You will be required to complete three role plays that require you to take action to
resolve escalated complaints or disputes with customers or staff members.
What do I need to demonstrate?
During your practical assessments, you will be required to demonstrate a range of the
skills and knowledge that you have developed during your course. These include:
 Identify conflict situations by:
o identifying potential for conflict and take action to prevent escalation
o identifying situations where personal safety of customers or colleagues may

be threatened and organise appropriate assistance
o identifying and use resources to assist in managing conflict.
 Resolve conflict by:
o establishing and agreeing on the nature and details of conflict with all
parties and assess impact
o managing conflict within scope of own role and responsibilities

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o managing conflict following organisational procedures
o taking responsibility for seeking a solution to conflict within scope of own

role and responsibilities
o seeking assistance where required
o identifying and evaluating the impact of conflict on business reputation and

legal liability
o evaluating options to resolve the conflict, within organisational policies and
constraints.
o implementing the best solution and complete required reports.
 Evaluate conflict resolution by:
o communicating with parties involved to seek and provide feedback on

conflict and its resolution
o evaluating and reflecting on the conflict and effectiveness of the solution
o determining possible causes of workplace conflict and provide input for

workplace enhancement and improvements.
How will I provide evidence?
Your assessor will observe you throughout each role play. In most cases they will be
participating in the role play as a customer or colleague.
They will complete a checklist to record their observations.
You will also need to complete and submit;
 a completed Incident Report
 a completed Complaints Register.

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COMPLAINTS REGISTER
Date of Complai Systemic

Person Descripti
compla nt name Cause Resoluti improveme
responsib on of
in t on nt required
le complai
nt
1/12/2022 James Receptionist Customer order By mistake Provide some Take order
a
food through and due to benefits as attentively.
the
phone call but having rush compensation
got like
the wrong order of orders. some free
items
twice. and free
delivery for
your next 5
orders
1/12/2022 Thomas Staff Order a food Misbehaving After Give training
reviewing our
member through phone policy and session.
call and one of procedure I Inspect staff

want to
staff member offer you with performance
talk the
rudely. free food during duty
voucher
worth $300 hours.
and
also free
delivery
for your next
five
delivery in our
restaurant
3/12/2022 Joseph RSA Customer Misevaluatio Excuse to Improving the
n customer
marshal complaints and try to offer RSA Marshal
him
because of the some evaluations and
compensation
misevaluation free items from his behavior
the
from the bar or from the with the
marshal
about his status restaurant Customers
4/12/2022 Rick Bartender Customer order By mistake Provide to Pay attention to
customer
cocktails from and due to some free the orders and
the cocktails
bar but he got having rush and a discount do not confuse
two of
wrong cocktails of orders. 20% from the the orders of
restaurant the different
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia Tables.
Don't rush the
Version V1.0/ Oct 2022 preparation
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SITXCOM010 - Manage conflict delivery of
Orders
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1. Role play 1.
Read the scenario.
You are working as the supervisor of the Bridge Hotel. It’s Mother’s Day and the
kitchen has been under pressure since the early breakfast service. As part of the
Bridge Hotel’s Mother’s Day promotion, the kitchen has been providing take away
service for families who prefer to stay at home and celebrate. Customers who
purchase take away can order from an ‘abbreviated’ menu (meaning they do not
have access to the full range of menu items as in-house diners) and the Bridge
Hotel will have delivery drivers send out the meals.
The busy lunch service is almost over and you are just about ready to breathe a sigh
of relief. One of the wait staff approaches you and hands you the phone. The
customer on the other end of the line is not happy and this is the second time they
have called today. They have asked to speak to the manager as no one else is able
to help them.
The role play will begin at this stage.
During this role play you must:
 demonstrate effective communication skills when interacting with the customer
 take swift and tactful action to prevent escalation
 identify and use relevant resources (policies and procedures) to assist in

managing conflict
 establish and agree on the nature and details of conflict
 determine impact of the conflict
 respond to the customer in a sensitive, courteous, respectful, and discreet

manner
 follow organisation procedures to address the conflict
 as the supervisor, determine your responsibility regarding resolving this conflict

by considering organisation procedures
 evaluate options regarding resolving the conflict and implement the best
solution.
At the end of the role play, you will need to complete the Complaints Register and
document your ideas for improvement.
You will also need to write an email to the customer and ask them to provide you
with feedback about the outcome. Ensure that this is written clearly, respectfully, and
professionally.

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Dialogue begins now

Supervisor: Hello Ma’am, this is Sandesh, I am the shift supervisor at Bridge
Hotel. How may I help you?
Customer: Hi my name is Maria. I have been waiting to speak to
the manager for a while now and this is the second time I’m
calling.
Supervisor: I apologise for the delay. Hotel Manager is not on the shift today,
but I am more than happy to resolve the issue. If you could please explain
the issue to me so that I can help you.
Customer: Of course, I had ordered five items from your menu on
your website, but the food that got delivered to us was completely
different to what we had ordered. Hence, I wanted to report this to
your manager.
Supervisor: I’m sorry to hear that. Could you please provide me with the
order number? It can be located in the order confirmation text message sent
on your phone by Bridge Hotel.
Customer: Yes, give me a moment.
Supervisor: Sure Ma’am.
Customer: My order number is BH312
Supervisor: Thank you for providing your order number. I am going to have a
look at your order in our system. Please bear with me for a moment.
Customer: Okay. Thank you.
Supervisor: Hello Ma’am. I just had a look at the order, was the food that you
ordered 3 big breakfast and 2 egg and bacon rolls?
Customer: Yes. That is what I ordered.
Supervisor: Ma’am if you could please tell me what order did you received?
Customer: I received 2 eggs benedict and 1 bacon egg roll.

Supervisor: Thanks for providing the information. Let me check with the
delivery drivers if there had been any blunder from their end. I apologies for
the wait.

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Customer: Okay.
Supervisor: I just spoke to the delivery driver that took your order and just
found out that there had been a mix up with your order and has been
delivered to a different address. And hence, you got the wrong order.
Customer: Well, that is not a great experience. I am a bit
disappointed with the service as I wanted to enjoy breakfast with
my family.
Supervisor: I sincerely apologise for our blunder. Now what I’m going to do is
place the order again for you and our kitchen staff will make your order as a
priority. The food will be delivered to you within 20 mins. Additionally, I will
provide a $25 voucher which you can use on your next order.
Customer: Well, that sounds fine. Thanks for your help.
Supervisor: Thank you Ma’am for giving us a chance to fix the issue. And
again, I apologise for the delay that you had to face on your order. Hope you
enjoy your Mother’s Day with your entire family.
Customer: Thank you
Complaints Register
Date of Complai Person Descripti Cause Resoluti Systemic

complai n nam3 responsibl o n of on improveme
nt e complain n t required
t
9/05/2023 Maria Delivery Order Not Remade Adding a bar
Driver delivered in checkin the order code with
(Jack) the wrong g the for the each order
address. deliver customer that
y
address and
. provided
$25
voucher
that
customer
can use on
their next
order.

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2. Role play 2.
To ensure realism, you will not be provided with any background information about
this conflict situation. Your assessor will tell you where you need to stand at the
beginning of the role play. You are then to respond to the situation as it unfolds.

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 demonstrate effective communication skills when interacting with the customer

managing conflict
 establish and agree on the nature and details of conflict with all parties and
assess impact
 respond to the customer in a sensitive, courteous, respectful, and discreet

manner
 follow organisation procedures to address the conflict
 as the supervisor, determine your responsibility regarding resolving this conflict

by considering organisation procedures
 evaluate options regarding resolving the conflict and implement the best
solution.
At the end of the role play, you will need to complete the Complaints Register and
document your ideas for improvement.
You will also need to write an email to the wait person involved that does the
following:
 explains the importance of feedback and debriefing after a conflict
 provides feedback about their response to the conflict regarding organisation

policy and procedures
 discusses the impact of the situation regarding Bridge Hotel’s legal liability, had
the customer become ill
 discusses the impact of the business’s reputation should the customer go

ahead with negative reviews on social media
 encourages them to provide you with feedback about the conflict and how it
was resolved.
The dialogue begins now.
Customer: Hi, are you the manager?
Manager: Yes Ma’am. My name is Sandesh. How may I help you?
Customer: Well, I’m not trying to be rude, but just wanted to

address the behaviour of one of your staff who is wearing a red
hair band.

ABN: 74 603 036 102
T: 02 9268 0085
W: www.ahic.edu.au
Manager: Sure. The person you are referring to is Jenny. What was the
issue with the staff ma’am?
Customer: For starters, when she brought the food, I asked her if
she could bring salt and pepper to our table. She agreed to it but
seemed like she was not happy about it. We gave her the benefit
of the doubt and did not say anything. But soon after, I realised
that my eggs are runny, but I vividly remember instructing the
person who took the order that I wanted well cooked eggs. And
when I addressed this to the waitstaff she said that’s how we cook
our eggs.
Additionally, I asked her if she could change the eggs for me. She then
proceeded to take the plate to the kitchen and came back with the food.
The food was great but what disappointed me was that she did
not even apologise for the blunder and the lack of customer
service that she had provided.
Manager: Sorry for the experience ma’am and taking the time to explain the
issue. I’m not sure why this happened, as this doesn’t happen often. But rest
assured, I’m going to talk with the Jenny (Waitstaff) this issue and make sure
this problem does not arise in the future.
Customer: Thank you for listening.
Manager: Additionally, I am going to take 10% off your bill from our system.
And thank you for giving us the opportunity to resolve your problem. Is there
anything that I can assist you with?
Customer: No that is all for me. We loved the food that you
served, and it was just the behaviour of the staff that I wanted to
highlight it to you. And thank you for providing us with the
discount.
Manager: I am glad to hear that. Thank you and hope you visit us soon.
Date of Complain Person Descript Cause Resolut Systemic

complai at name responsi io n of io n improvem
nt bl e complai en t
nt required
10/05/20 Tiff Waitsta Poor Waitst Listened 1. Having a
2 ff- customer af f to the disciplinary
1 Jenny service was customer action
by the not complain towards
waitstaff. proper t and the
Customer ly provided waitstaff,

ABN: 74 603 036 102
T: 02 9268 0085
W: www.ahic.edu.au
was not vetted 10% off as well as

happy during the inform
about the the customer other staff
service hiring order. about the
provided proces importance
by the s of
staff. . providing
the best
customer
service to
the
customer.
2. Any
mistakes
that occur
during the
food
service
needs to
be
addressed
to the
manager
so that
appropriat
e actions
can be
taken.

ABN: 74 603 036 102
T: 02 9268 0085
W: www.ahic.edu.au
3. Role play 3.
This role play is linked to Role play 2 and occurs the next day. The same staff from
the night before are coming in to start their shift.
Your assessor will provide you with some guidance about where you are to begin
the role play.
 demonstrate effective communication skills when interacting with those

involved
 identify potential for conflict
 identify situations where personal safety of colleagues may be threatened and

organise appropriate assistance

ABN: 74 603 036 102
T: 02 9268 0085
W: www.ahic.edu.au
managing conflict
 establish and agree on the nature and details of conflict with all parties and
assess impact
 manage conflict within scope of own role and responsibilities, and according to
organisational procedures
 evaluate options to resolve the conflict in line with organisation policies and
constraints
 seek to resolve a solution to this conflict
 implement the best solution based on the situation that is occurring and your
responsibility to uphold organisation procedures.
Note that this role play will include some aggressiveness from a Bridge Hotel staff
member who is under the influence of drugs. Speak to your assessor before if you
are concerned or feel uncomfortable about this scenario.
At the end of the role play, you will need to complete an incident report that clearly
details the situation that occurred. Use the Incident Report template to do this
Dialogue begins now:
Manager: Hi Jenny, how are you doing today?

Waitstaff: I’m doing well.
Manager: That is good to hear. I hope you have gone through the code of
conduct and policies of the company?
Waitstaff: Yes, I have.
Manager: That’s good. Hope you understand the importance
of the severity of your actions from yesterday. It wasn’t
professional of you to have an intimidating behaviour towards
our customers. It has resulted our company having a bad
reputation.
Waitstaff: Yes, I do understand. And have mentioned to you
yesterday that it would not happen again. (In an aggressive tone)
Manager: I can see you are frustrated. I am not trying to question
you as a person, but just wanted to address your behaviour. As
you mentioned, you have read the company policies and
procedures, it states that staff will “demonstrate to the customer

ABN: 74 603 036 102
T: 02 9268 0085
W: www.ahic.edu.au
at all times respect, courtesy, patience, attentiveness,

consideration and sensitivity that is appropriate to the age,
culture and linguistic background of the individual or group”
which you failed to do so.
Additionally, I have just been informed by one of the staff

members that you had been under the influence of a alcohol
yesterday during workplace and even now I am smelling an
order of a drug from you. Do you have anything to say in this
matter?
Waitstaff: No that’s not true. (in an aggressive tone)

Manager: We have proof of you consuming alcohol in the staff
room around 4pm, which was 30 mins before you started your
shift, which has been captured on our cctv camera.
Furthermore, I can smell the odour of alcohol from you now.
During your training all staff including you had been made aware
about the policies about zero tolerance on drugs, alcohol or other
harmful substances by the staff members.
Bridge Hotel does not condone any of the negligence and inappropriate
behaviours of the staff and actions will be taken to address such
behaviours.
Waitstaff: That’s absolutely nonsense. You can’t do anything.

(Jenny stars swearing to the manager and at this time it can be
observed that she is getting physically aggressive)
Manager: There is no need to be aggressive Jenny. We don’t

want to take actions that would be unfair towards you, but due
to the lack of responsibility that you have shown during your
shift isn’t acceptable with the company standards. At this point
as I can still see you are under the influence of alcohol; I
cannot allow you to work on your shift as it will be a work and
safety violation.
I will have to cancel your shift, and Amber will be covering your
shift instead. I will direct you to the Human Resource Department
so that you can present your case to them.

ABN: 74 603 036 102
T: 02 9268 0085
W: www.ahic.edu.au
Waitstaff: (Throwing the apron towards the manager) This is

not fair for you to cut my shift.
Manager: If you continue with such behaviour, I might have to

call the security. I advise you to leave the premise politely.
Waitstaff: Okay, I’ll leave.
4. Reflection.
Meet with your assessor once all role plays are complete. This is an opportunity to
reflect on your performance and how you felt you resolved the situations. You will
also discuss the impacts of each situation and how this could have negatively
affected the business had it not been resolved. Discuss any improvements you
would make to your own performance and whether you feel that the solution was
the most effective, based on the circumstances.
Discuss the causes of the conflicts that occurred and what you would do to make
sure these do not happen again. You can refer to your Complaint Register for this
part of the discussion.
Reflection Report
Learning about conflict resolution materials provided by the assessor, as
well as, through my research has enabled me to improve my
communication skills and interpersonal skills. While doing this assignment
it helped me to put myself on other persons shoes (eg customers and
employees) and think about, “If I was in their place how would I want the
conflict to be resolved?”. Hence by doing that, I was better able to handle
the conflict with both customer and employees.
Additionally, during this assignment there were some situations where me
as a manager of Bridge Hotel could have stopped the conflict to occur.
One of them being, Role play 3 where Jenny, one of the employees of
Bridge Hotel, had been under the influence of alcohol. I should have
investigated the issue deeper by talking to other staffs that worked
alongside Jenny, to find the root cause of Jenny’s behaviour (that she was
intoxicated during shift) By doing this, I would have known that Jenny
was intoxicated the same day, rather than the next morning. By doing so,
would have given the management time to cancel Jenny’s shift for the
next day, and provided her with a warning for her actions. This could have
stopped Jenny to come to work the next day, intoxicated, and possibly

ABN: 74 603 036 102
T: 02 9268 0085
W: www.ahic.edu.au
stopped the conflict.

Moreover, I as a manager should have talked to every staff before and during
the shift inorder to check how the staff were doing. This would have enabled
me to know whether any staff were in a bad mood and talked to them straight
away about what was bothering them. By doing this, could have stopped the
conflict to happen on the first place
5. Submit documents to your assessor.
Ensure that all your pieces of documentation are clear and complete. Submit:
 Your email for Role play 1
 Your email for Role play 2
 Your incident report for Role play 3
 Your completed Complaints Register that addresses Role plays 1 and 2.
Send or submit the completed documents to your assessor.

ABN: 74 603 036 102
T: 02 9268 0085
W: www.ahic.edu.au
Assessment Task 2: Checklist
Student’s name:
Completed
successfully?
Has the following been completed? Yes No Comments
Role play 1:
The student has satisfactorily identified

potential for conflict.
The student has satisfactorily taken swift

and tactful action to prevent escalation.

and used relevant resources to assist in
managing conflict.
The student has satisfactorily

established and agreed on the nature
and details of conflict.

determined impact of conflict.
The student has satisfactorily managed

conflict and taken responsibility to seek a
solution within scope of own role and
responsibilities as per Complaints Policy
and Procedures and Customer Service
Policy and Procedures.
The student has satisfactorily evaluated

options to resolve the conflict, taking into
account organisational policies and
constraints, and implemented best
solution.

ABN: 74 603 036 102
T: 02 9268 0085
W: www.ahic.edu.au
The student has satisfactorily completed

required reports.
The student has satisfactorily sought

feedback from the customer about the
outcome.
The student has satisfactorily reflected

on the conflict, their handling of the
situation and the solution they decided
upon.

the causes of the conflict and identified
workplace enhancements and/or
improvements.

demonstrated effective communication
skills during the role play.
Role play 2:



managing conflict.




ABN: 74 603 036 102
T: 02 9268 0085
W: www.ahic.edu.au


solution.

required reports.
The student has satisfactorily sought

feedback from the customer about the
outcome.

upon.

improvements.

Role play 3



managing conflict.


ABN: 74 603 036 102
T: 02 9268 0085
W: www.ahic.edu.au



solution.

required reports.

participated in a debrief (if required) and
followed up on actions required.

upon.

improvements.

Task outcome:  Satisfactory  Not satisfactory
Assessor signature:
Assessor name:

ABN: 74 603 036 102
T: 02 9268 0085
W: www.ahic.edu.au
Date:


SITXCOM010 Manage Conflict Completed

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Australian Harbour International College

RTO ID: 41338 CRICOS Provider Code: 03449J

Qualification Code/Title SIT40521 Certificate IV in Kitchen Management

Due Date Location AHIC Term / Year

Student Declaration: I declare that the work submitted is Signature: ____________________________

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result. I am also aware of my appeal rights. have provided appropriate feedback.

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Assessment for this unit

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Assessment Task 1: Knowledge questions

 adhere with your RTO’s submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed cover sheet with your work

 avoid sharing your answers with other students.

 where this task should be completed

 the maximum time allowed for completing this assessment task

 whether or not this task is open-book.

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1. Identify three common warning signs of conflict.

Three common warning signs of conflict are given below:

- Stress and Anxiety:

2. Describe, in your own words, the five stages of conflict.

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3. List the four recognised levels of conflict.

The four level of conflict are as follows:

 Interpersonal conflict: this is conflict between two people.

 Intragroup conflict: conflict between multiple persons.

 Intergroup conflict: conflict between multiple groups

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4. Identify three factors that can lead to conflict in a hospitality environment.

- Unresolved issue: For example, a representative may request to be moved to another

Positive results while dealing with conflict are as follows:

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Negative results while dealing with conflicts are as follows:

Empathy Being warm and inviting is another approach to show interest

Non-verbal techniques are valuables as they help you

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Figuring out how to peruse and comprehend body language is

We call exhibiting that we are turning in to somebody going to

Assertiveness Assertiveness isn’t aggression:

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- When somebody shows the conduct/transforms we

Negotiation A negotiation isn’t giving a request or accepting an order.

Use of appropriate Use of appropriate communication Acknowledging the views of

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Responding to all Responding to all involved parties in a sensitive, courteous,

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Police A customer had a racial-themed fight with a hotel employee

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Conflict situations Typical cause

Conflict between a This can be caused by differences in expectations, work

Conflict between employees This can be caused by differences in expectations, work

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Assessment Task 1: Checklist