SITXCOM010 Assessment 2
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Assessment Guide
SITXCOM010 Manage Conflict
Assessment 2 - Role Play
SITXCOM010 Manage Conflict
RTO No: 21595 | CRICOS Code: 02634E
You must achieve a satisfactory outcome for each of the required criteria of this assessment to be deemed satisfactory for this assessment. You must achieve a satisfactory result for the assessments for this unit of competency to achieve a competent result for the unit. If one or more of the assessment results are not satisfactory, you will be Not Yet Competent for this unit.
You may follow the Assessment Appeals process in the Student Handbook (
www.academia21.com
) if you are not satisfied with: o
the assessment result; or
o
the way an assessment was carried out by your trainer; or o
the conditions or structure of the assessment
The student handbook has the steps for reassessment if you receive a Not Yet Competent mark and do
not want to appeal.
Reasonable adjustment for assessment Where students have highlighted Language, Literacy, Numeracy and Digital (LLND) issues reasonable adjustment to the assessment can be made. Should you receive a ‘Not Yet Competent’ or ‘Resubmit’ result for the assessment you will be given the opportunity to re-submit your assessment work with any amendments requested by your trainer.
The adjustment may include actions such as:
•
Student demonstrating knowledge through verbal discussion to identify correct answers
•
Student demonstrating knowledge through applied skills
•
Allowing additional time relating to disability
•
Through consultation amending assessment timeframes
•
Assistance in the form of the training location to allow easier access
•
Accessing relevant equipment or aids to assist the student
•
Adjustments to the assessment methods to cater for any special needs (without effecting the integrity of the outcome)
If a student requests or is identified as requiring reasonable adjustment to the training and assessment process a detailed training and assessment plan including timetables, notes regarding the required adjustments, and any related communications regarding the adjustments must be maintained in the student’s file.
The RTO Manager must review and authorise any request for ‘reasonable adjustment’ to ensure that any adjustments and resulting outcomes are not affecting the integrity of the training and assessment process.
Assessment 2 October 2023
Page 1 of 7
© Copyright Academia International 2023 Prepared by: Benjamin Ooi Approved by: Curriculum Manager
SITXCOM010 Manage Conflict
RTO No: 21595 | CRICOS Code: 02634E Assessment 2 - Role Play
1.
The practical assessment for this unit of competency consists of 3 parts, Part A, Part B
and Part C.
Part A
: You will be observed resolving escalated complaints or disputes with customers.
Part B
: You will be observed resolving team member disputes.
Part C
: You will be observed taking appropriate action in response to a conflict situation.
2.
You will be observed completing each of the tasks as detailed below or as defined and instructed by your trainer.
The observation criteria below provide a guideline for criteria relevant for each task.
PART A
You will be observed demonstrating how you resolve 3 escalated complaints or disputes (to be selected from the list below (” Nature of problem”) with customers. When solving the complaints or disputes you are required to apply a range of conflict-resolution techniques and communication skills. The observation criteria below provide an indication of the expected performance requirements. Instance
Date
Duration from ... to...
Nature of problem
Instance 1:
Delays or errors in providing product or service
4/8/202
4
10:00 am to 11:00 am
delays or poor timing of product or service supply
delays or errors in providing product or service.
Assessment 2 October 2023
Page 2 of 7
© Copyright Academia International 2023 Prepared by: Benjamin Ooi Approved by: Curriculum Manager
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