Reference no: EM132958151

SITXCOM005 Manage Conflict

Assessment Task: Evaluation

For Part A you are required to send an evaluation report to management.

For Part B you are required to update policies and procedures as outlined in Part A‘s report and initiate training arrangements for employees.

INSTRUCTIONS
Please note, you will use your documentation and information from the previous assessment task for this task.

PART A
Marino management has asked that you complete a report on how the customer service practices, policies and procedures are working, and have asked you to review the numbers of complaints and conflicts in the past three months. They would like you to arrange any training required by staff members, and update policies and procedures if necessary. When your report is complete, send it to your assessor as if they were John Marino.

Background information
Post-follow up customer feedback indicated that the customers from role plays 1, 2 and 4 were happy with the final outcomes and the way the situations were handled.
Other feedback gathered indicates that 80% of customers are very satisfied with customer service and there were no other complaints made during the period.

You have identified that the staff need training in how to manage conflict more effectively with each other and you would also like to provide them with training on how to deal with aggressive customers after the incident that happened earlier this month.

Your report needs to include the following:
• An evaluation of the complaints register and summaries of outcomes.
• An evaluation of the two incidents that occurred during the period (from Assessment Task 6: role plays 6 and 7) and a summary of how they were handled and any improvements that could be made to procedures and practices involving conflict resolution and management.
• Any customer service issues you have noticed or feedback you received from customers and how this can be addressed.
• Possible causes of conflict between employees and how this can be managed.
• Training that you believe will be beneficial and arrangements you would like to put in place including sources of internal and external assistance that could be used.
• At least three suggestions to update policies and procedures. At least two of these suggestions should be updates to the policies and procedures that you developed in Assessment Task 4; and the third one can be to the policies and procedures provided to you as part of this assessment - or your own that you developed in Assessment Task 4.

PART B

Your report has been read by management and they have approved your training arrangements and suggestions for policy and procedure updates.
• Update the policies and procedures as outlined in your report from Part A.
• Compose an email that will be sent to all staff communicating the changes and attach the updated policies and procedures. Advise them of the details of the training arrangements including benefits of receiving the training.

Attachment:- Assessment-Task- Evaluation.rar