Cookery course

Student Name

Student Number

Course and Code

Unit(s) of Competency and Code(s)

SITXCOM010 Manage conflict

Stream/Cluster

Trainer/Assessor

Assessment for this Unit of Competency/Cluster

Details

Assessment 1

Scenarios

Assessment 2

Practical observation

Assessment 3

Assessment conducted in this instance: Assessment 1 |_| 2 |X| 3 |_|

Reasonable Adjustment

1. Has reasonable adjustment been applied to this assessment?

No |_| No further information required

Yes |_| Complete 2.

2. Provide details for the requirements and provisions for adjustment of assessment:

Student to complete

|_|

My assessor has discussed the adjustments with me

|_|

I agree to the adjustments applied to this assessment

Signature

Date

2nd Assessor to complete

|_|

I agree the adjustments applied to this assessment are reasonable

Name

Signature

Date

What will be assessed

The purpose of this assessment is to assess your ability to complete tasks outlined in elements and

performance criteria of this unit in the context of the job role, and:

resolve escalated complaints or disputes with customers in relation to at least three of the following matters:

· delays or poor timing of product or service supply

· incorrect pricing of product or service

· delays or errors in providing product or service

· misunderstanding of customer request or communication barrier

· problem or fault with product or service

· refused entry or ejection from premises

resolve team member disputes in relation to at least two of the following complex matters:

· dispute or argument among work colleagues

· job duties or rosters

· lack of competence

· worker mistake

· dismissal

· cultural misunderstanding

take appropriate action in response to at least two of the following threat or conflict situations:

· customer refusing to leave or be pacified

· drug or alcohol-affected person

· person who appears to be violent or are threatening

· people involved in physical violence

· person with gun or arms

· situation where someone has been or may be hurt

use a range of conflict-resolution techniques and communication skills when seeking to resolve above situations.

Place/Location where assessment will be conducted

Resource Requirements

Refer to the Assessment conditions attached to the Mapping Document located in the teacher support tools folder or the “Assessment Conditions” for this unit in the SIT 1.0 Training Package.

For the purpose of undertaking the observations below, access to the following resources and conditions must be ensured:

current commercial policies and procedures for complaint, conflict and dispute resolution

internal and external customers and colleagues with whom the individual can interact to resolve conflicts

Instructions for assessment including WHS requirements

1. The practical assessment for this unit of competency consists of 3 parts, Part A, Part B and Part C.

Part A: You will be observed resolving 3 different escalated complaints or disputes with customers.

Part B: You will be observed resolving 2 different team member disputes.

Part C: You will be observed taking appropriate action in response to at least 2 threat conflict situations

2. You will be observed completing each of the tasks as detailed below or as defined and instructed by your trainer.

The observation criteria below provide a guideline for criteria relevant for each task.

Statement of Authenticity

|_|

I acknowledge that I understand the requirements to complete the assessment tasks

|_|

The assessment process including the provisions for re-submitting and academic appeals were explained to me and I understand these processes

|_|

I understand the consequences of plagiarism and confirm that this is my own work and I have acknowledged or referenced all sources of information I have used for the purpose of this assessment

Student Signature: Date: / /201

This assessment:

First Attempt |_|

2nd Attempt |_|

3nd Attempt |_|

Extension |_| – Date:    /    /   

RESULT OF ASSESSMENT

Part A |_|

Part B |_|

Part C |_|

Satisfactory |_| Not Yet Satisfactory |_|

Satisfactory |_| Not Yet Satisfactory |_|

Satisfactory |_| Not Yet Satisfactory |_|

Feedback to Student:

Assessor(s) Signature(s):

Date:

   /    /     

Student Signature

Date:

   /    /     

Instance

Date

Duration from ... to...

Nature of problem (3 must be selected in total for instances 1-3)

Instance 1:

|_| delays or poor timing of product or service supply

|_| incorrect pricing of product or service

|_| delays or errors in providing product or service

|_| misunderstanding of customer request or communication

barrier

|_| problem or fault with product or service

|_| refused entry or ejection from premises

Brief Overview of the nature of problem

Work or Service Context:

Instance 2:

Nature of problem (3 must be selected in total for instances 1-3)

|_| delays or poor timing of product or service supply

|_| incorrect pricing of product or service

|_| delays or errors in providing product or service

|_| misunderstanding of customer request or communication

barrier

|_| problem or fault with product or service

|_| refused entry or ejection from premises

Brief Overview of the matter/problem:

Work or Service Context:

Instance 3:

Nature of problem (3 must be selected in total for instances 1-3)

|_| delays or poor timing of product or service supply

|_| incorrect pricing of product or service

|_| delays or errors in providing product or service

|_| misunderstanding of customer request or communication

barrier

|_| problem or fault with product or service

|_| refused entry or ejection from premises

Brief Overview of the matter/problem:

Work or Service Context:

Criteria

1.Instance

2.Instance

3.Instance

S

NYS

S

NYS

S

NYS

Comments

Conducts in a friendly manner

Communicates in a respectful manner

Identifies the issue(s) correctly

Remains objective at all times

Listens to what the person(s) say(s)

Uses empathy where relevant

Employs appropriate Questioning techniques to assist in clarification of issues

Uses open body language

Uses clear language

Identifies resources as relevant (e.g. Organisational Policies)

Uses resources as relevant: ________________________

Agrees on nature of details: _______________________

Pro-actively seeks a solution within job role/organisational policies/constraints

Identifies potential impacts on the business

Considers legal implications: _______________________

Implements agreed solution: _______________________

Completes organisational reports as relevant: ________________

Communicates recommendations/ issues with staff or management as relevant: ___________________________

Displays a professional can-do attitude when dealing with customer service issues

Pro-actively identifies and deals with issues as these arise

add additional criteria as relevant for the type of issue

Instance

Date

Duration from ... to...

Matter/problem (2 must be selected in total for instances 1-2)

Instance 1:

|_| dispute or argument among work colleagues

|_| job duties or rosters

|_| lack of competence

|_| worker mistake

|_| dismissal

|_| cultural misunderstanding

Brief Overview of the matter/problem:

Work or Service Context:

Instance 2:

Matter/problem (2 must be selected in total for instances 1-2)

|_| dispute or argument among work colleagues

|_| job duties or rosters

|_| lack of competence

|_| worker mistake

|_| dismissal

|_| cultural misunderstanding

Brief Overview of the matter/problem:

Work or Service Context:

Criteria

1.Instance

2.Instance

3.Instance

S

NYS

S

NYS

S

NYS

Comments

Conducts in a friendly manner

Communicates in a respectful manner

Identifies the issue(s) correctly

Remains objective at all times

Listens to what the person(s) say(s)

Uses empathy where relevant

Employs appropriate Questioning techniques to assist in clarification of issues

Uses open body language

Uses clear language

Identifies resources as relevant: _________________________

Uses resources as relevant: ________________________

Agrees on nature of details: _______________________

Pro-actively seeks a solution within job role/organisational policies/constraints

Identifies potential impacts on the business

Considers legal implications: _______________________

Implements agreed solution: _______________________

Completes organisational reports as relevant: ________________

Communicates recommendations/ issues with staff or management as relevant: ___________________________

Displays a professional can-do attitude when dealing with customer service issues

Pro-actively identifies and deals with issues as these arise

add additional criteria as relevant for the type of issue

Instance

Date

Duration from ... to...

Threat/Conflict (2 must be selected in total for instances 1-2)

Instance 1:

|_| customer refusing to leave or be pacified

|_| drug or alcohol-affected person

|_| person who appears to be violent or are threatening

|_| people involved in physical violence

|_| person with gun or arms

|_| situation where someone has been or may be hurt

Brief Overview of the matter/problem:

Work or Service Context:

Instance 2:

Threat/Conflict (2 must be selected in total for instances 1-2)

|_| customer refusing to leave or be pacified

|_| drug or alcohol-affected person

|_| person who appears to be violent or are threatening

|_| people involved in physical violence

|_| person with gun or arms

|_| situation where someone has been or may be hurt

Brief Overview of the matter/problem:

Work or Service Context:

Criteria

1.Instance

2.Instance

3.Instance

S

NYS

S

NYS

S

NYS

Comments

Conducts in a professional manner

Communicates in a respectful manner

Identifies the issue(s) correctly

Remains objective at all times

Listens to what the person(s) say(s)

Uses empathy where relevant

Employs appropriate Questioning techniques to assist in clarification of issues

Uses open body language

Uses clear language

Identifies resources as relevant: _________________________

Uses resources as relevant: ________________________

Takes pro-active measures to ensure the safety of others

Pro-actively seeks a solution within job role/organisational policies/constraints

Identifies potential impacts on the business

Considers legal implications: _______________________

Implements agreed solution: _______________________

Completes organisational reports as relevant: ________________

Communicates recommendations/ issues with staff or management as relevant: ___________________________

Displays a professional can-do attitude when dealing with critical issues

Pro-actively identifies and deals with issues as these arise

add additional criteria as relevant for the type of issue