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SUMMATIVEASSESSMENTTOOL 

ThisSummaryistobecompletedbytheAssessorandusedasafinalrecordofthisstudent’s competence. StudentName:

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StudentGroup:

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StudentIDNo:

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CompletionDate:

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UnitCode:

SITXCOM005

UnitTitle:

Manageconflict AssessmentTaskOverview

Result S–Satisfactoryor NS–NotSatisfactory

Resolveescalatedcomplaintswith customersonthreematters S|NS ObservableBehavioursAssessorChecklist Resolveteammemberdisputesfortwo S|NS AssessmentTask2 complexmatters ObservableBehavioursAssessorChecklist Takeappropriateactionfortwopotential AssessmentTask3 conflictsituations S|NS ObservableBehavioursAssessorChecklist KnowledgeEvidence S|NS AssessmentTask4 AssessorKnowledgeEvidenceChecklist FinalAssessmentResultforthis C‐COMPETENT NYC‐NOTYETCOMPETENT unit   StudentDeclaration: AssessorDeclaration: IdeclarethattheevidenceIhavesubmittedfor Ihaveassessedthisstudent’sevidenceas perthePrinciplesofAssessmentandthe thisunitofcompetencyismyownworkand RulesofEvidenceandhaveprovided thatIhavebeenassessedinthisunit.In additionIhavebeenprovidedwithappropriate appropriatefeedbacktothestudent.Allthe feedbackandIhavebeenadvisedofmyresult. attachedevidenceis,tothebestofmy knowledge,isthisstudent’swork. Ialsoamawareofmyappealrights.   Name:________________________________ Name:________________________   Signature: __________________________ Signature:______________________   Date: ____/_____/_____ Date: ____/_____/_____   Administrativeuseonly AssessmentTask1

 EnteredontoStudentManagementDatabase ________________ Date

SITXCOM005Manageconflict‐SummativeAssessmentTool SRAGILLPtyLtdT/AAVETA–AustralianVocationalEducation&TrainingAcademy,www.aveta.edu.au CRICOSProviderCode:02826G,RTONumber:21888 

Initials

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  Assessortooutlineabriefsummaryofthefeedbackprovidedtothestudentrelatingtothe finalresultforthisUnitofCompetency:       Note–ForInternationalstudents,AVETAwillsecurelyretainallcompletedassessment itemsrelatingtothisunitofcompetencyforsixmonthsfromthedatethedecisionon competencefortheindividualunitismade.Completedassessmentitemswillbe attached,whereindicated,andnotbehandedbacktothestudent.  Copyright: 

ThecontentsofthisdocumenthavebeendevelopedbyAVETAforusebyenrolled studentsstudyingwithAVETAforthepurposesofcompletionofaSIT40516CertificateIV inCommercialCookeryqualificationonly.Youruseofthisdocumentissubjecttothe followingterms:  YouwillnotsharethisAssessmentTooloritscontentswithanyone.  Youwillnotcopy,printoremailthisAssessmentToolunlessitisforthesole purposeofcompletingyourSIT40516CertificateIVinCommercialCookery qualification.  Youwillnotsellorattempttosellthisdocumentoranyofitscontentsor distributeitfreeofcharge. InadditionexceptasprovidedbytheCopyrightAct1968,nopartofthispublicationmay bereproduced,storedinaretrievalsystemortransmittedinanyformorbyanymeans withoutthepriorwrittenpermissionofAVETA.Legalactionmaybetakenagainstany personwhoinfringesthiscopyrightthroughunauthorisedcopying.  

ReasonableAdjustmentstotheAssessmentTasks–bystudentrequest IfyouareastudentwhorequiresadjustmentstobemadetotheAssessmentTasksfor thisUnitofCompetencytocaterforyourspecificneedspleasecontactyourAssessor,as soonaspossible,toexplainyoursituationsothatalternativeapproachescanbemadeto suityou.  RequirementsforAssessment: IndesigningthisAssessmentTool,AVETAhastakenintoaccountSITTrainingpackage Release1.2Sept2018assessmentrequirements.  

SITXCOM005Manageconflict‐SummativeAssessmentTool SRAGILLPtyLtdT/AAVETA–AustralianVocationalEducation&TrainingAcademy,www.aveta.edu.au CRICOSProviderCode:02826G,RTONumber:21888 

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 NotetotheAssessor:AssessmentConditions Skillsmustbedemonstratedinanoperationalhospitalityenvironmentwhereconflicts occur.  Thiscanbe: • anindustryworkplace • asimulatedindustryenvironment.  Assessmentmustensureaccessto: • currentcommercialpoliciesandproceduresforcomplaint,conflictanddispute resolution(seeAttachmentA–AVETA’sCaféComplainthandingpolicyand procedures) • internalandexternalcustomersandcolleagueswithwhomtheindividualcan interacttoresolveconflicts;thesecanbe: o customersinanindustryworkplacewhoareassistedbytheindividual duringtheassessmentprocess;orindividualswhoparticipateinrole playsorsimulatedactivities(suchastheAssessororotherstudents),set upforthepurposeofassessment,inasimulatedindustryenvironment operatedwithinatrainingorganisation.  AssessmentGuidelinesforStudents: 

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 YouaretocompletealltheAssessmentTasksthatareoutlinedinthisdocumenti.e. AssessmentTasks1,2,3&4andpresentyourevidencetoyourAssessorsothat youcanbedeemedaseitherS–SatisfactoryorNS–NotSatisfactoryforeach AssessmentTask.InallcasesyourAssessorwillprovideyouwithfeedback. IftheevidenceisdeemedasNS–NotSatisfactoryyouwillberequiredtore‐submit theevidence.Inthiscaseyouwillbeprovidedwithspecificfeedbackbasedonthe assessmentdecisionsothatyoucanimproveyourskills/knowledgepriorto reassessment. OnlywhenalltheAssessmentTaskshavebeendeemedasS‐Satisfactorywillyou bebeendeemedC–Competent. IfyoudonotsatisfactorilycompletealltheAssessmentTasksyouwillbedeemed NYC–NotYetCompetent YourAssessorwillusetheAssessorChecklists,inthisdocument,toensurethatall theassessmentcriteriahasbeenassessed IfyouaredissatisfiedwithanassessmentdecisionyoucanappealtoAVETA`SCEO inwritingnolongerthan20daysfollowingadviceoftheassessmentdecision. ToundertaketheAssessmentTasksforthisUnitofCompetency,asithasbeen determinedthatyoucanusethe“Open‐BookMethod”toresearchforinformation usingtheStudentResourcethathasbeenprovidedtoyouforthisUnitof Competency,orwhereyousearchtheInternetforanappropriateresponse,in eithercaseyouwillberequiredtoprovide,areferencetoyoursource,aspartof yourKnowledgeorPerformanceevidencesubmittedforsummativeassessment.

SITXCOM005Manageconflict‐SummativeAssessmentTool SRAGILLPtyLtdT/AAVETA–AustralianVocationalEducation&TrainingAcademy,www.aveta.edu.au CRICOSProviderCode:02826G,RTONumber:21888 

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 StudentAssessmentInformation AssessmentTask1–CaseStudy  

ForthisAssessmentTask,asaCaseStudy,intheroleofaChefwithsupervisorykitchenresponsibilities inAVETA’sCafe,youwillberequiredtoresolvethreecustomercomplaints(asCaseStudies)whereyou willberequiredtodefusetheconflictsituationbytakingswiftandtactfulactiontopreventtheconflict fromescalating. 

Inaddition,ifrequiredwhenmanagingtheconflictsituationyoualsowillberequiredtoidentifywhere thepersonalsafetyofcustomersorkitchenstaffmaybethreatenedandorganiseappropriate assistance(thiscouldincludeusingresourcestoassistyouinmanagingconflictsituations). 

Note‐YourAssessorwillroleplaythecustomerineachsituationinAVETA`ssimulatedenvironment: 

CaseStudy‐CustomerComplaint1:AsaRoleplay 

Acustomerhascomplainedaboutthedelayofserviceduringabusylunchtimeserviceperiod.The customer,atthetimeofplacingtheorder,advisedthewaitingstaffthattheyhadalimitedtimeperiod forlunchandhadonlyplacedtheirorderwhenadvisedbytheirwaitingstaffthatthekitchenhas confirmedthattherewouldbesufficienttimeforthemtoproduceandservethecustomerorderwithin thetimeperiodspecifiedbythecustomer.Thistimeperiodhasnowexpiredandthecustomerhas requestedtospeaktothesupervisoryCheftoregisteracomplaintaboutthisdelayinservice.  Inordertoresolvethisconflictyoushouldtakeintoaccountyourbusinessespolicyandcomplaints(see AttachmentA–AVETA’sCaféComplainthandlingpolicyandprocedures)inordertoimplementthebest solutionforallpartiesinvolvedbyacknowledgingtheviewsofallpartiesinvolvedandprovidingthem withtheopportunitytoexpresstheiropinionaswellasrespondinginasensitive,courteous,respectful anddiscretemannerinsuchawaytominimisetheimpactofthisconflictsituationonothercolleagues andcustomers.  Inaddition,whenresolvingthissituationyouwillberequiredtousearangeofconflict‐resolution techniquesandcommunicationskills;aswellasevaluatingandreflectingontheconflictandthe effectivenessofthesolutionanddeterminingthepossiblecausesofthisworkplaceconflictandprovide inputforworkplaceenhancementandimprovement.  Onceyouhaveresolvedthecomplaintwiththecustomeryouwillthenberequiredtocompletethe businessesCustomerFormalComplaintForm(seeAttachmentB)andaManagementEvaluationReport relatingtothecustomercomplaintandthensubmitittoyourAssessorasevidenceforsummative assessment,thatyoucanresolveconflictsituations.Inaddition,aspartofyourEvaluationReportyou should:  Evaluateandreflectontheconflictandeffectivenessofthesolution  Identifytheresources(ifany)thatyouusedtoassistyouininmanagingtheconflict,  Identifyandevaluateimpactoftheconflictonyourbusiness’reputationandlegalliability;and  Evaluatetheoptionsthatwereavailabletoyouinordertoresolvetheconflict,takinginto accountyourorganisation’spoliciesandconstraints.  

SITXCOM005Manageconflict‐SummativeAssessmentTool SRAGILLPtyLtdT/AAVETA–AustralianVocationalEducation&TrainingAcademy,www.aveta.edu.au CRICOSProviderCode:02826G,RTONumber:21888 

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  o Priortohavingthisrole‐playwithCustomer1(yourAssessor)youshouldhaveapracticerun withyourTraineroranotherstudentinordertoseekfeedbackaboutyourcustomercomplaint handlingprocesses.Ifrequired,incorporatechangesyoubelievearerequired,aboutyour customercomplainthandlingprocessesthatyouareintendingtohavewithyourcustomer(your Assessor)andthencommencetheroleplaywithyourAssessor,asevidenceforsummative assessment. o Attheconclusionofthisroleplay,completetheCustomerFormalComplaintFormand ManagementReport;showthemtoyourTrainerforfeedback,incorporateanychangesyou believearerequired,andthensubmitthemtoyourAssessorasevidence,forsummative assessment.YourManagementReportshould:  EvaluateandreflectontheconflictandeffectivenessofthesolutionIdentifythe resources(ifany)thatyouusedtoassistyouininmanagingtheconflict,  Identifyandevaluateimpactoftheconflictonyourbusiness’reputationandlegal liability;and  Evaluatetheoptionsthatwereavailabletoyouinordertoresolvetheconflict,takinginto accountyourorganisation’spoliciesandconstraints.  CaseStudy‐CustomerComplaint2:Roleplay  AnAVETACafécustomer(role‐playedbyyourAssessor)hascomplainedthatthedishthathasbeen servedisnotwhattheyhaveordered.Thecustomerbeforeconfirmingtheirorderhadrequestedthat thewaitingstaffconfirmwiththekitchenthattheparticulardishdidnotcontainmushrooms.Thisthe waitingpersondid,howeverthedishasservedtothecustomerdidinfactcontainmushrooms.  Accordinglywhentheplatewasservedthecustomercomplainedtothewaitingstaff,inaloudvoice, thattheyweredisappointedthattheirrequestwasmisunderstoodandrequestedtospeaktothe supervisoryCheftoregisteracomplaintaboutthismisunderstanding.  Inordertoresolvethisconflictyoushouldtakeintoaccountyourbusinessespolicyandcomplaints(see AttachmentA–Complainthandlingpolicyandprocedures)inordertoimplementthebestsolutionfor allpartiesinvolved.Inordertoresolvethesituationyouwillberequiredtousearangeofconflict‐ resolutiontechniquesandcommunicationskillsaswellasevaluatingandreflectingontheconflictand theeffectivenessofthesolutionanddeterminingthepossiblecausesofthisworkplaceconflictand provideinputforworkplaceenhancementandimprovement.  Onceyouhaveresolvedthecomplaintwiththecustomeryouwillthenberequiredtocompletethe BusinessesCustomerFormalComplaintForm(seeAttachmentB)anddevelopaManagement EvaluationReportrelatingtothecustomercomplaintandthensubmitittoyourAssessorasevidence forsummativeassessment,thatyoucanresolveconflictsituations.Inaddition,aspartofyour ManagementEvaluationReportyoushould:  EvaluateandreflectontheconflictandeffectivenessofthesolutionIdentifytheresources(if any)thatyouusedtoassistyouininmanagingtheconflict,  Identifyandevaluateimpactoftheconflictonyourbusiness’reputationandlegalliability;and  Evaluatetheoptionsthatwereavailabletoyouinordertoresolvetheconflict,takinginto accountyourorganisation’spoliciesandconstraints.  SITXCOM005Manageconflict‐SummativeAssessmentTool SRAGILLPtyLtdT/AAVETA–AustralianVocationalEducation&TrainingAcademy,www.aveta.edu.au CRICOSProviderCode:02826G,RTONumber:21888 

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   o PriortohavingthisroleplaywithyourAssessoryoushouldhaveapracticerunwithyourTrainer oranotherstudentinordertoseekfeedbackaboutyourcustomercomplainthandling processes.Ifrequired,incorporatetheirsuggestionsaboutyourcustomercomplainthandling processesthatyouareintendingtohavewithyourcustomer(yourAssessor)andthen commencetheroleplaywithyourAssessor,asevidenceforsummativeassessment. o Attheconclusionofthisroleplay,completetheCustomerFormalComplaintFormand ManagementReport;showthemtoyourTrainerforfeedback,incorporateanychangesyou believearerequired,andthensubmitthemtoyourAssessorasevidence,forsummative assessment.Inaddition,aspartofyourEvaluationReportyoushould:  Evaluateandreflectontheconflictandeffectivenessofthesolution  Identifytheresources(ifany)thatyouusedtoassistyouininmanagingtheconflict,  Identifyandevaluateimpactoftheconflictonyourbusiness’reputationandlegal liability;and  Evaluatetheoptionsthatwereavailabletoyouinordertoresolvetheconflict,taking intoaccountyourorganisation’spoliciesandconstraints.   

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SITXCOM005Manageconflict‐SummativeAssessmentTool SRAGILLPtyLtdT/AAVETA–AustralianVocationalEducation&TrainingAcademy,www.aveta.edu.au CRICOSProviderCode:02826G,RTONumber:21888 

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   CaseStudy‐CustomerComplaint3:Roleplay  AnAVETACafécustomerhascomplainedthatthesoupthattheyhaveorderedasanEntreeisfartoo saltyanditwasservedasabrothinsteadofacreamysoup.Initiallytheyhadcomplainedtothewaiting staffthathadservedthemthedish,butafterdiscussingtheircomplaintwiththatpersonbecame agitatedandrequestedtospeakaboutittothesupervisoryChef.Inordertoresolvethisconflictyou should:   Takeintoaccountyourbusinessespolicyandcomplaints(seeAttachmentA–Complaint handlingpolicyandprocedures)inordertoimplementthebestsolutionforallpartiesinvolved.  Inordertoresolvethesituationyouwillberequiredtousearangeofconflict‐resolution techniquesandcommunicationskillsaswellasevaluatingandreflectingontheconflictandthe effectivenessofthesolutionanddeterminingthepossiblecausesofthisworkplaceconflictand provideinputforworkplaceenhancementandimprovement.  Onceyouhaveresolvedthecomplaintwiththecustomeryouwillthenberequiredtocomplete theBusinessesCustomerFormalComplaintForm(seeAttachmentB)anddevelopa ManagementEvaluationReportrelatingtothecustomercomplaintandthensubmitittoyour Assessorasevidenceforsummativeassessment,thatyoucanresolveconflictsituations. o PriortohavingthisroleplaywithyourAssessoryoushouldhaveapracticerunwithyour Traineroranotherstudentinordertoseekfeedbackaboutyourcustomercomplaint handlingprocesses.Ifrequired,incorporatetheirsuggestionsaboutyourcustomer complainthandlingprocessesthatyouareintendingtohavewithyourcustomer(your Assessor)andthencommencetheroleplaywithyourAssessor,asevidencefor summativeassessment. o Attheconclusionofthisroleplay,completetheCustomerFormalComplaintFormand ManagementReport;showthemtoyourTrainerforfeedback,incorporateanychanges youbelievearerequired,andthensubmitthemtoyourAssessorasevidence,for summativeassessment.Inaddition,aspartofyourEvaluationReportyoushould:  Evaluateandreflectontheconflictandeffectivenessofthesolution  Identifytheresources(ifany)thatyouusedtoassistyouininmanagingthe conflict,  Identifyandevaluatetheimpactoftheconflictonyourbusiness’reputationand legalliability;and  Evaluatetheoptionsthatwereavailabletoyouinordertoresolvetheconflict, takingintoaccountyourorganisation’spoliciesandconstraints.   Note:DuringtheaboveAssessmentTaskyouwillbeobservedbyyourAssessordemonstratingthatyou can:  Identifyconflictsituationsby:  Identifypotentialforconflictandtakeswiftandtactfulactiontopreventescalation.  Identifysituationswherepersonalsafetyofcustomersorcolleaguesmaybethreatenedand organiseappropriateassistance.  Identifyanduseresourcestoassistinmanagingtheconflict. SITXCOM005Manageconflict‐SummativeAssessmentTool SRAGILLPtyLtdT/AAVETA–AustralianVocationalEducation&TrainingAcademy,www.aveta.edu.au CRICOSProviderCode:02826G,RTONumber:21888 

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  Resolveconflictby:  Establishandagreeonthenatureanddetailsofconflictwithallpartiesandassessimpact.  Manageconflictwithinscopeofownroleandresponsibilities,andaccordingtoorganisational procedures.  Takeresponsibilityforseekingasolutiontoconflictwithinscopeofownroleandresponsibilities, seekingassistancewhererequired.  Identifyandevaluateimpactofconflictonbusinessreputationandlegalliability.  Evaluateoptionstoresolvetheconflict,takingintoaccountorganisationalpoliciesand constraints.  Implementthebestsolutionandcompleterequiredreports. Evaluateconflictresolutionby:  Communicatewithpartiesinvolvedtoseekandprovidefeedbackonconflictanditsresolution.  Evaluateandreflectontheconflictandeffectivenessofthesolution.  Determinepossiblecausesofworkplaceconflictandprovideinputforworkplaceenhancement andimprovements.  

SITXCOM005Manageconf...