Reference no: EM133089265

SITXCOM005 Manage conflict - Mastery Institute Australia

Assessment Task 1 - Unit Knowledge Test

Question 1: Explain any five (5) potential cause/factors for conflict in any organisation? Write your answer in 3 - 5 lines for each.

Question 2: What are the appropriate steps and actions to prevent escalation of conflict? List any five (5).

Question 3: Based on the below situations, identify where the personal safety of customers/colleagues may be threatened, appropriate action that should be taken and how appropriate assistance can be organised to prevent escalation. Explain each in 50 - 100 words for each.
a. Female Co-worker is asking an alcohol affected customer to leave, after several overt attempts, he is trying to hug her. He is refusing to leave or be pacified and still attempting to get close to her to touch her.
b. The alcohol affected customer is unhappy about you intervening in the situation and has begun threatening you.
c. You try to pacify him, but he bangs the table and throws away the chair.
d. The customer takes out a small pocket knife and threats to harm you.
Question 4: How would you identify and use the resources to assist in managing conflicts? Write your answer in 50-100 words.

Question 5: Explain the steps to resolve the conflict in the workplace? Write your answer in 150- 200 words.

Question 6: Read the case scenario and answer the following questions:
Renae was a customer service manager at ABC Hotel. One of the guests booked a date and time for the dinner. The customer arrived at the hotel on provided time and ordered the food. One of the customers found the food was not warm enough and complained to the waitress. She calmly listened to the complaint, apologised and offering fresh hot food. The friend of customer got angry and said that they could not wait for another 20 minutes and hotel should have brought hot food earlier. As the customer was not satisfied, she called her manager, Renae, to resolve the situation.
: Has the waitress managed the conflict and took responsibility to provide a solution and seek assistance based on her role and responsibilities? Explain in 3 - 5 sentences.
: Identify and evaluate the impact of conflict on business reputation from the above case scenario? Write your answer in 50-100 words.
: What is the legal liability in above scenario? Write your answer in 50-100 words.
: Provide three (3) options that manager, Renae, can use to resolve the conflict and explain the importance of considering the organisational policies and constraints while resolving? Write your answer in 50 - 100 words.

Question 7: How will you select the best option to resolve the conflict in the workplace? Answer in 40-60 words.

Question 8: Why is it important for any business to communicate with all the parties to resolve the conflict? Write your answer in 100-150 words.

Question 9: Explain any five (5) factors that can be used to evaluate effectiveness of solution and resolution of the conflict. Write your answer in 25 - 50 words for each factor.

Question 10: List any eight (8) ways to enhance and improve team members to resolve conflicts in the workplace.

Question 11: What procedures or methods can be used to resolve the following complaints escalated by customers? Write your answer in 3 - 5 points for each.
a. Incorrect pricing of product or service
b. Delays or errors in providing products or services
c. Misunderstanding of customer requests or communication barrier

Question 12: What procedures or methods can be used to resolve the following disputes with the team member? Write your answer in 3 - 5 points for each.
a. Dispute or argument among work colleagues
b. Job duties or rosters
c. Lack of competence

Question 13: What actions should be taken in response to deal with drug or alcohol-affected person? Explain in 100-150 words.

Question 14: Explain the following Conflict-resolution techniques. Write your answer in 3 - 5 lines for each:
• Assertiveness
• Negotiation
• Use of appropriate communication

Question 15: How effective communication skills can help you to resolve the workplace conflicts? Explain in 100-150 words.

Explain in 50 - 75 words on the following communication techniques:
• Active listening
• Empathising with the person's situation while upholding organisational policy
• Non-verbal communication and recognition of non-verbal signs
• Language style
• Questioning techniques
• Those appropriate to different social and cultural groups

Question 16: Explain conflict theory in 50 - 100 words?
: List out five (5) signs, four (4) levels and three (3) results of conflict that can be seen in any organisation
: Explain Five (5) stages of conflict on 2- 3 lines for each.

Question 17: Describe the following resources to assist in handling conflict in 25 - 50 words each:
• Counsellors
• Internal security staff
• Mediators
• Other staff members
• Police
• Senior staff

Question 18: Answer the following questions.
18A) Write generic overview/introduction of the following policies and procedures:
• Complaint policy and procedure (80-100 words)
• Conflict and dispute resolution policy and procedure (100-150 words)

18B) Write generic organisational policies and procedures on conflict resolution to handle complaint, conflict and dispute? Answer in 50 - 100 words for policies and 200-250 words for procedures.

Assessment Task 2 - Role Play

Assessment task Instructions
• This activity will require you to participate in a role play, assuming the role of manager in the restaurant.
• You are required to recognise conflict situations, identify any security concern and take appropriate actions to prevent them from escalation.
• You are required to recognise and utilise the required assistance and resources to manage conflicts.
• You are required to assess nature and detail of conflicts with the help of relevant parties.
• You are required to seek solution and manage the conflicts using organizational procedure and staying within scope of own role and responsibilities.
• You are required to assess impacts, use best solution out of identified options to resolve conflict.
• You are required to log the incident of conflict, its impact and resolution using Incident log book.
• You are required to communicate with the parties involved to seek and provide feedback on conflict and its resolution.
• You are required to evaluate and reflect conflict resolution and identify possible cause and areas of improvement for future.

• Assessor/trainer will assess your performance as per the performance criteria and checklist provided.

Scenario
Assume that you are working as a manager in Terra Rossa Restaurant & Bar in Melbourne. Restaurant serves different Italian cuisines and drinks and accommodation services. It is your job to manage the restaurant staff, resolve any conflicts with the customers and within staff members. As a manager, you can give free drinks, promotional food items and take appropriate steps to handle the conflict situation with the customers.
With the arrival of Footy season, the customer inflow has increased and creating a busy environment in the bar. Today is Footy Friday and you are anticipating a high influx of customer in the restaurant. The restaurant is determined to cater any customer within 2 minutes of their arrival and serve delicious food and drinks within 15 minutes of order.

You have 15 people staff on Friday and Saturday including 4 chefs, 3 Bar attendants, 3 support staff
/kitchen hands, 5 waitresses.

You noticed that one customer is not happy with the food quality and claiming that food was not arrived on time and misbehaving with your staff and using abusive words to her. He is threating your staff. Your staff is trying to resolve the issue, but customer tone is too loud and not willing to listen anything. As your staff is not able to handle the situation she escalated the issues to you.

Please refer appendix 1 for the policies and procedures.

Activity 1: Identify and resolve the conflict

You are required to read and understand the given scenario and policies and procedures (Appendix 1) to start the activity.

You are required to perform a role play with your classmates. You will act as a manager and your role is to identify the root cause of the conflict and resolve the conflict. You need to perform your role based on the given scenario.

One of your classmate will act as angry customer and he/she will perform the role based on the given scenario.

Another classmate will act as a staff and he/she will perform the role based on the given scenario.

Your trainer will provide 10-15 minutes to complete the role play and trainer may provide additional time if required.

You need to perform below task during the role play:
• Identify the conflict and use different techniques to prevent escalation
• Please make sure the safety of your staff
• Use different techniques and skills including conflict-resolution techniques and communication skills to understand the root cause of the conflict

• Follow organisation policies and procedures (Appendix) to manage the conflict
• Act as a role model and task responsibilities of the cause
• Evaluate the impact of the conflict on business and other customer
• Discuss with the customer and evaluate different options to resolve the conflict
• Check any legal actions needs to be taken
• Implement the best solutions and complete the following report

Your trainer/assessor will observe you during the role play and complete the following performance checklist. All the student must perform as a manager.

Activity 2: Evaluate conflict resolution

In this activity you are required arrange a meeting with two team members and discuss the conflict and feedback on conflict resolution.

You are required to perform a role play with your classmates. You will act as a manager and your role is discuss the how you delt with the conflict and provide feedback to the team member that what to do in this type of situation.

One of your classmate will act as a staff involved in the conflict and he/she will ask what to do in the future to manager the situation.

Another classmate will act as a staff and understand and follow the feedback provided by manager.

Your trainer will provide 7-10 minutes to complete the role play and trainer may provide additional time if required.

You need to perform below task during the role play:
• Communicate with the team member regarding conflict
• Discuss the effectiveness of the resolution
• Discuss what we can do to handle this kind of situations in the future
• What else we can to prevent this type of issues
• Evaluate the effectiveness of the solution completed in activity 1
• Discuss any future improvements required with in the workplace
• Prepare one-page report on effectiveness of the provided solution and what steps will you follow for the future

Activity 3: Evaluate conflict resolution

This activity is in continuation of the previous activities.

In the evening, one of the customer was drinking excessively and demanding more Tequila shot. Bartender refused to serve alcohol to him as he was already intoxicated. Customer was angry stared arguing regarding price of the drink and banged the bar and threaten to hit bartender if he refuses to serve him.
Your instructor will act as the customer and one of the student can act as security guard.
You are required to complete the following task during the role play:
• Identify the potential for conflict, analyse the situation and ensure personal safety of employee and customer and take appropriate action to response to this drunk customer. You can use appropriate assistance and resources to handle the situation.
• Use assertiveness as conflict resolution technique.
• Call internal security staff and police as a resource to help in managing conflict
• Deal customer using communication technique that is appropriate to different social and cultural groups.

Your trainer will provide 7-10 minutes to complete the role play and trainer may provide additional time if required.

Assessment Task 3 - Unit Project

Scenario
You are continuing as a manager in Terra Rossa Restaurant & Bar, Melbourne. It is your job to manage the restaurant staff, resolve any conflicts with the customers and within staff members. You have authority to manage the employee roster, increase / decrease working hour of employees, add / remove temporary employees with the help of HR.

With the arrival of Footy season, the customer inflow has increased and creating busy environment in the bar. This has caused employees to work extra hours and increased fatigue.

Part A:
James, one of the part time waiter from South Africa, thinks that his supervisor, Ricky does give him proper feedback on his work.

John works primarily in weekends for 2 days as he must attend class on remaining days.

His supervisor Ricky recommended increase of the hourly rate of Ann, John's colleague, based on her qualifications and experience.

James feels he was working extremely hard on weekends especially when the number of customer to serve is high and deserves salary increase. He believes that this is because he is not a full-time employee and he has been treated unfairly. He becomes mistrustful and negative towards Ricky.

James's enthusiasm for the job starts to decrease. He does "what is necessary" to get by at work. His commitment to the restaurant has reduced. Ricky becomes increasingly frustrated by James's attitude. Ricky challenges James over a customer complaint, words are exchanged and tempers flare.
You are manager of Ricky. You felt something was not right between them.

Your trainer will provide 7-10 minutes to complete the role play and trainer may provide additional time if required.

Your trainer will observe you during the role play and complete the performance checklist.

For this task, one of the student will act as Ricky and Instructor will act as James. You should cover following:
• Identify the signs, stage, level, factor and result of conflict.
• Use of appropriate communication as conflict resolution technique.
• Deal employee by using active listening, empathising the situation and appropriate language style of communication technique.
• As a manager, approach the concerned employees, identify the potential for conflict, analyse the situation and ensure personal safety of employee and act to prevent the escalation of conflict due to dispute or argument among work colleagues. You can use appropriate assistance and resources to handle the situation.
• Listen to both employees to understand the issue. Take responsibility to seek for the solution and identify and implement the best solution to manage the situation within scope of your role and responsibilities.
• Log the incident in Employee Conflict Incident log book as provided as below:

Part B:

Joe, full time contract male waiter, recently had a baby boy and wants to change his shift from 4 pm
- 12 am to 9 am - 5 pm as he wants to spend more time with his family. You do not want to change the shift for next 3 months as it is Footy season and during this time, the work load is high and letting him change his shift will add more pressure on already existing employees. He argued that Ronny, another waiter who was close to you was allowed to change his shift twice in past 2 months. He is not satisfied and shows anger while he was serving the customer.

Your trainer will provide 7-10 minutes to complete the role play and trainer may provide additional time if required.

Your trainer will observe you during the role play and complete the performance checklist.

For this task, one of the student will act as Joe and you will act as a manager. You should cover following:
• Identify the signs, stage and level of conflict.
• Use negotiation as conflict resolution technique.
• Deal employee by using active listening, questioning techniques and appropriate language style of communication technique.
• As a manager, talk with Joe, identify the potential for conflict, analyse the situation and ensure personal safety of employee and customer and act to prevent the escalation of conflict due to roster change request. You can use appropriate assistance and resources to handle the situation.
• Listen to the employee to ensure the issue is understood clearly. Take responsibility to seek for the solution and identify and implement the best solution to manage the situation within scope of your role and responsibilities.
• Log the incident in Employee Conflict Incident log book as provided below:

Part C:
In the following morning, for each workplace conflict listed in the Employee Conflict Incident log book, you must perform following task:
• Evaluate and analyse on the effectiveness of the resolution provided for each workplace conflict.
• Determine possible causes for encountered workplace conflicts and list out any two (2) action items to improve and enhance workplace. Email the identified suggestions to HR department via email. (Instructor will act as HR manager).

Attachment:- Manage conflict - Assessment.rar