Unit of competency Outline
Date retreived
22/07/2026 6:27 PM AWST
22/07/2026 6:27 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Manage conflict
Manage conflict
Unit of competency
National Code
SITXCOM010
SITXCOM010
State Code
OEA40
OEA40
TGA Status
Current
Current
DTWD Status
Approved
Approved
State Implementation and Classification
Approved Date
18/10/2022
Field of Education
120301 - Social And Interpersonal Skills Programmes
Original Release Date
18/10/2022
Nominal Hours
20
Description
This unit describes the performance outcomes, skills and knowledge required to resolve complex or escalated complaints and disputes with internal and external customers and colleagues. It requires the ability to use effective conflict resolution techniques and communication skills to manage conflict and develop solutions. It does not cover formal negotiation, counselling or mediation.The unit applies to all tourism, travel, hospitality and event sectors.The unit applies mainly to senior operational personnel, supervisors and managers who operate with some level of independence and use discretion and judgement to resolve conflicts.The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Identify conflict situations.
- 1.1. Identify potential for conflict and take swift and tactful action to prevent escalation.
- 1.2. Identify situations where personal safety of customers or colleagues may be threatened and organise appropriate assistance.
- 1.3. Identify and use resources to assist in managing conflict.
2. Resolve conflict.
- 2.1. Establish and agree on the nature and details of conflict with all parties and assess impact.
- 2.2. Manage conflict within scope of own role and responsibilities, and according to organisational procedures.
- 2.3. Take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required.
- 2.4. Identify and evaluate impact of conflict on business reputation and legal liability.
- 2.5. Evaluate options to resolve the conflict, taking into account organisational policies and constraints.
- 2.6. Implement the best solution and complete required reports.
3. Evaluate conflict resolution.
- 3.1. Communicate with parties involved to seek and provide feedback on conflict and its resolution.
- 3.2. Evaluate and reflect on the conflict and effectiveness of the solution.
- 3.3. Determine possible causes of workplace conflict and provide input for workplace enhancement and improvements.
No information
No information
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWQ63 | SITXCOM005 | Manage conflict | Unit of competency |