This exemplar demonstrates how to provide documented evidence that all

performance criteria have been addressed. This mapping exercise is usually also
required to be submitted with the assessment tool at audit time.

ASSESSMENT TASK

THHGCS03A: Deal with conflict situations

Task 1: Role play

A role play based on one of the two scenarios below will be set up in advance by the assessor
and you will have no briefing beforehand of the actual situation. You will participate as the
manager on duty when you are called to the role play.

Situation one
A customer at one of the tables in the fine dining restaurant has become very angry
with members of your staff who are attending to the table and the conflict is attracting
the attention of other diners.

Situation two
Two customers are arguing with the foyer of the restaurant. The noise levels are rising
and the conflict is attracting the attention of other diners.

You will be assessed on the degree to which you:

1.1 Establish the nature of the conflict

1.2 Listen to all points of view
1.3 Take appropriate action
1.4 Record the incident

Task 2: Writing task: Reflecting on conflict

Choose a work related conflict situation that involved a customer, where you were personally
involved in some capacity, which had a positive outcome. (Maximum 500 words)

2.1 Briefly outline the instance.

2.2 Describe your role mentioning particularly your communication skills.

2.3 What did you do that contributed to the positive outcome?

2.4 Reflect on the situation and mention anything you were particularly proud of in the way
you handled the situation and/or mention anything you could have done that might have
contributed to an even better outcome for either the participants or your organisation.
 Performance Criteria Checklist
THHGCS03B Deal with conflict situations

Task
Element of Candidate is able to:
competency

Identify conflict Identify potential for conflict quickly and take swift and tactful 1.1
situations action to prevent escalation 2.1

Identify quickly situations where personal safety of customers 1.1

or colleagues may be threatened and organise appropriate
assistance.

Resolve conflict Take responsibility for finding a solution to the conflict within 1.2
situations the scope of individual responsibility.

Encourage all points of view and accept them and treat them
with respect. 1.2

Use effective communication skills to assist in the 2.1

management of the conflict

Use accepted conflict resolution techniques to manage the 1.3

conflict situation and develop solutions. 2.3

Respond to customer Handle complaints sensitively, courteously and discreetly 1.2

complaints 2.3

Take responsibility for resolving the complaint 1.3

2.3

Establish and agree on the nature and details of the complaint 1.3
with the customer.

Taken appropriate action to resolve the complaint to the 1.3

customer's satisfaction wherever possible. 2.3

Where appropriate, use techniques to turn complaints into 2.4

opportunities to demonstrate high quality customer service

Complete any necessary documentation accurately and legibly 1.4

within time constraints.