Elements and Performance Criteria

customer complaints
conflict among work colleagues
refused entry
drug or alcohol-affected persons
ejection from premises
problems or faults with a service or product
delays or poor timing of product or service supply
misunderstandings or communication barriers
difficult or demanding customers
customers with different or special needs or expectations.

drug or alcohol-affected persons
people with guns or arms
situations where someone has been or may be hurt
people who appear to be violent or are threatening
situations where customers refuse to leave or be pacified.

workmates
hospitality or tourism customers
outside contractors
suppliers.

senior staff
other staff members
internal security staff or police
counsellors.

listening and active listening
questioning techniques, such as asking the right question to elicit the other parties' needs
asking questions to gain information, clarify ambiguities and adequately understand requirements
rephrasing and repeating questions, requests and statements to confirm that they have been correctly understood
empathising with the colleague or customer's situation while upholding organisation policy
assertiveness
non-verbal communication and recognition of non-verbal signs
ability to speak clearly to be understood and use appropriate language, style and tone.

costs and budgets
organisation policy on refunds or exchange
lack of availability of replacement items, services or tickets.

problem-solving
negotiation
use of appropriate communication skills.

poor communication
lack of information
changes to practices and procedures
cultural misunderstanding
lack of empathy
complaints
workplace problems and issues.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

knowledge of conflict resolution techniques
ability to apply conflict resolution techniques to resolve a range of different conflict situations in contexts appropriate to the job role and workplace.

Context of and specific resources for assessment

Assessment must ensure:

activities that allow the candidate to address a range of commonly-occurring conflict situations that may be found in the workplace relating to the usual work roles of the candidate, such as handling customer complaints in a restaurant, resolving disputes with colleagues over work aspects, or dealing with contractors or suppliers who fail to meet obligations; for those undertaking generic pre-employment training, assessment must cover a range of industry contexts to allow for a broad range of vocational outcomes
interaction with others to demonstrate appropriate interpersonal skills for resolving conflicts.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of the candidate demonstrating complaint handling or negotiation skills, either in the workplace or through role-plays
case studies to analyse and resolve conflict situations arising in various work contexts
written or oral questions to assess underpinning theories related to conflict resolution
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SITXCCS002A Provide quality customer service
SITXMGT001A Monitor work operations
SITXHRM005A Lead and manage people
SITXHRM007A Manage workplace diversity .

Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.