Reference no: EM133089275

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.

Attachment:- Manage conflict - Assessment.rar