Reference no: EM132553167

SITXCOM005 Manage conflict - Mastery Institute Australia

Activity 1A
Objective To provide you with an opportunity to identify potential for conflict and take swift and tactful action to prevent escalation.
Identify five signs of potential conflict in the workplace.

Identify three ways of preventing the escalation of workplace conflict.

Activity 1B
Objective To provide you with an opportunity to identify situations where personal safety of customers or colleagues may be threatened and organise appropriate assistance.
Identify five signs of threatening behaviour in the workplace.

Which rules should be followed when there is a significant risk to personal safety in the workplace?

Activity 1C
Objective To provide you with an opportunity to identify and use resources to assist in managing conflict.
Outline the ways in which the following resources can assist you when it comes to the management of workplace conflict

» Counsellors
» Internal security staff
» Mediators
» Other staff members
» Police

Activity 2A

Objective To provide you with an opportunity to establish and agree on the nature and details of conflict with all parties and assess impact.
This is a practical activity which will require you to establish and agree on the nature of a conflict that has occurred in your workplace. It will be necessary to hold discussions with the respective parties and find out about their perspectives. The interest-based relational approach may be used for the identification of conflict causes. You should record all of the key details and outline the potential causes of the conflict.

Identify four negative impacts that conflict may have upon your organisation.

Activity 2B
Objective To provide you with an opportunity to manage conflict within scope of own role and responsibilities, and according to organisational procedures.
Imagine that a customer has become intoxicated and is acting in an aggressive manner. How should you respond to this situation in accordance with the scope of your own role and responsibilities?

Identify five types of procedures that apply to the management of conflict within your organisation.

Activity 2C
Objective To provide you with an opportunity to take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required.
Outline five strategies that can be used during the conflict resolution process.

Identify five impact factors which will have a bearing on your ability to resolve workplace conflict.

Why might assistance be required when attempting to deal with conflict and which options are available to you?

Activity 2D
Objective To provide you with an opportunity to identify and evaluate impact of conflict on business reputation and legal liability.
Identify five ways in which the management of conflict may affect your business reputation.

Identify four legal requirements that should be met by businesses in the tourism, travel, hospitality, and events industries.

Activity 2E
Objective To provide you with an opportunity to evaluate options to resolve the conflict, taking into account organisational policies and constraints.
Imagine that you have been given responsibility for managing a conflict between two employees who have different ideas about the adoption of business practices. Outline the steps that you would follow in order to evaluate options for the resolution of this conflict.

Identify five examples of organisational policies and constraints that should be taken into account when evaluating conflict resolution methods.

Activity 2F
Objective To provide you with an opportunity to implement the best solution and complete required reports.
Detail five steps that should be taken when implementing the conflict resolution process.

Provide five examples of records and reports that should be completed as part of the conflict management process.

Activity 3A
Objective To provide you with an opportunity to communicate with parties involved to seek and provide feedback on conflict and its resolution.
Identify five communication techniques which may be used during the management of conflict.

Specify five rules that should be followed when providing constructive feedback about the conflict resolution process.

Activity 3B
Objective To provide you with an opportunity to evaluate and reflect on the conflict and effectiveness of the solution.
What is an organisational debriefing and how can it be used in the review and evaluation of the conflict management process.

Identify five details that should be included in an evaluation report.

Activity 3C
Objective To provide you with an opportunity to determine possible causes of workplace conflict and provide input for workplace enhancement and improvements.
Identify eight potential causes of workplace conflict.

Why might conflict management workshops and training be arranged by your organisation?

Section A: Skills activity
Objective: To provide you with an opportunity to show you have the required skills for this unit.
This activity will enable you to demonstrate the following skills: Reading skills to:
» Research sources of internal and external assistance to resolve the conflict Writing skills to:
» Prepare reports, noting comprehensive details of the conflict, the parties involved, discussions with all parties and the resolution
Initiative and enterprise skills to:
» Consider and suggest changes to workplace practices to avoid future conflict Teamwork skills to:
» Discuss and resolve conflicts between team members

Answer the activity in as much detail as possible, considering your organisational requirements.

1. This is a practical activity which will require you to resolve a conflict between two or more employees. You will need to research and utilise appropriate sources of internal and external assistance. It will also be necessary to arrange and partake in workplace discussions for successful resolution of the conflict. Finally you will need to prepare a report, noting comprehensive details of the conflict, the parties involved, discussions with all parties, and the resolution.

2. This is a practical activity which will require you to consider the details of any conflicts that have happened recently in your workplace. You should analyse the reasons for these conflict and suggest changes to limit the risk of reoccurrence.

Section B: Knowledge activity

Objective: To provide you with an opportunity to show you have the required knowledge for this unit.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

» Commonly occurring conflict situations in the tourism, travel, hospitality and event industries and their typical causes
» Conflict theory:
o signs
o stages
o levels
o factors involved
o results
» Conflict-resolution techniques:
o assertiveness
o negotiation
o use of appropriate communication
» Resources to assist in managing conflict:
o counsellors
o internal security staff
o mediators
o other staff members
o police
o senior staff
» Communication techniques:
o active listening
o empathising with the person's situation while upholding organisational policy
o non-verbal communication and recognition of non-verbal signs
o language style
o questioning techniques
o those appropriate to different social and cultural groups
» Organisational policies and procedures for complaint, conflict and dispute resolution

Answer each question in as much detail as possible, considering your organisational requirements for each one.

1. Can you give five examples and causes of conflict that are commonly encountered in the tourism, travel, hospitality and event industries?

1. Can you identify five signs of potential conflict in the workplace?

2. Can you describe five stages of conflict in the workplace?

3. Can you identify three levels of workplace conflict?

4. Can you identify four potential results of conflict in the workplace?

5. Can you identify four ways of demonstrating assertiveness when dealing with workplace conflict?

6. Can you identify three communication techniques that can be used for the effective resolution of conflict?

7. Can you identify four resources that can assist in the management of workplace conflict?

8. Can you identify four communication skills that should be used when dealing with conflict situations?

9. Which of your organisational policies and procedures relate to complaint, conflict, and dispute resolution?

Section C: Performance activity

Objective: To provide you with an opportunity to demonstrate the required performance elements for this unit.

Evidence of the 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:
o delays or poor timing of product or service supply
o incorrect pricing of product or service
o delays or errors in providing product or service
o misunderstanding of customer request or communication barrier
o problem or fault with product or service
o refused entry or ejection from premises
» Resolve team member disputes in relation to at least two of the following complex matters:
o dispute or argument among work colleagues
o job duties or rosters
o lack of competence
o worker mistake
o dismissal
o cultural misunderstanding
» Take appropriate action in response to at least two of the following threat or conflict situations:
o customer refusing to leave or be pacified
o drug or alcohol-affected person
o person who appears to be violent or are threatening
o people involved in physical violence
o person with gun or arms
o 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

Answer the activity in as much detail as possible, considering your organisational requirements.

1. This is an ongoing practical activity which will require you to 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

You will need to use a range of conflict resolution techniques and communication skills in order to deal with the different situations.

2. This is an ongoing practical activity which will require you to 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

You will need to use a range of conflict-resolution techniques and communication skills in order to successfully address the workplace issues.

3. This is an ongoing practical activity which will require you to 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

Attachment:- Manage conflict.rar