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HS1-13

SITXCOM401 Manage Conflict


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

Student Guide
Unit of Competency

SITXCOM401: Manage Conflict


Elements of Competence
Identify Conflict Situations
Resolve Conflict
Evaluate Conflicts and Resolutions

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

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

HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

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

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

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

HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

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

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

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

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

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

NS Not Satisfactory requires re-assessment


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

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

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

HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

Due
Week 1 - 3
Week 5

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

Assessment One
Activities and Case Studies
SITXCOM401 Manage Conflict

Name:

Student Number:

Group:

Teacher:

Teacher use only: Result

ASSESSMENT THREE

SATISFACTORY/ NOT SATISFACTORY

ACTIVITIES/CASE STUDIES

ACTIVITIES
1. You are giving a presentation to a group of managers at your workplace about a
new process that will be introduced in the next 3 weeks. One of the managers
mobile phone keeps ringing and he answers it each time. Each time this happens it
is very distracting. Could conflict occur from this situation? Explain your answer.
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HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

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

2. Give an example of a potential conflict that you had to deal (or might have to deal)
with between yourself and a customer. Explain why you think this situation
happened.
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3. How would you demonstrate to a colleague or customer trust and concern?


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HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

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

4. Harry is front of house manager at ABC Restaurant. You supervise 10 staff


members on your shift and you have noticed that two of the staff members, Britney
and Rolf are not getting on with the rest of the staff members. The other staff
members have tried to involve Britney and Rolf in conversations but both have
been quite rude and dont seem to be interested in cooperating or being at all
friendly. The tension between the other staff members and Britney and Rolf is now
at a crisis point. Everybody is unhappy with this situation.

a. Who do you think is responsible for finding a solution in this situation? Explain your
answer.
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HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

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

5.

SCENARIO

Mike and Buffy work in the office of ABC Catering. They are regularly arguing with each
other because their equipment and work is overflowing into each others workstation. With
the help of their supervisor they have defined their need as more space The supervisor
then asks Mike and Buffy to join her in the meeting room. Lets brainstorm some
solutions she says and below are the suggestions that arise from this activity
Rearrange the furniture
Another filing cabinet
Cupboards
Not sharing the office
Doing a big clean up of unnecessary documents, etc
Getting a new job
Being neater
Bigger office
More shelves
Compacting shelves.
Explain what steps Mike and Buffy need to follow now find and implement a solution to this
problem.
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HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

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

6. What are the four points of negotiation?


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


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HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

10

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

8. CASE STUDY: Paired activity.


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

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

b. Identify the signs of conflict in this scenario

HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

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

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

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

HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

12

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

9. CASE STUDY TWO


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

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

HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

13

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

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

10. How does negotiation assist in conflict resolution?

HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

14

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

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

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

HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

15

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

Assessment 1 Activities and Case Studies Result Sheet


Student name
Student ID
Assessor name
Unit of Competency

SITXCOM401: Manage Conflict

Assessment

Activities and Case Studies

Overall student
performance

Response
S

Comments

NS

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

16

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

handling complaints

The students knowledge overall was:

Satisfactory

Not satisfactory

Feedback:
Assessors signature
Students signature
Date of assessment

HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

17

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

Assessment Two - Class Test


SITXCOM401 Manage Conflict

Name:

Student Number:

Group:

Teacher:

Teacher use only: Result

Duration:

SATISFACTORY/ NOT SATISFACTORY

60 minutes

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

Complete all questions as directed.


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

HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

18

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

Assessment 2 Written Test Result Sheet


SITXCOM401 Manage Conflict
Student name
Student ID
Assessor name
Unit of Competency

SITXCOM401: Manage Conflict

Assessment

Written Test

Overall student
performance

Response
S

Comments

NS

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

Satisfactory

Not satisfactory

Feedback
Assessors signature
Students signature
Date of assessment

HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

19

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

Final Assessment Summary & Feedback


Student ID

Student Name

Date of
Completion:
SITXCOM401: Deal with Conflict Situations

Assessor Name
Unit of
Competency:

Student Results
Not
Not
Satisfactory
Satisfactory
Completed

Assessments
Assessment 1 Activities and Case Studies
Assessment 2 Written Test

Feed back to student:

Competent

Not Yet Competent

Is Re-Assessment Required:

Yes

No

Assessors Signature

Printed Name

Date

Students Signature

Printed Name

Date

Result:

HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

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