Sandesh OJHA manage conflict

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School

ABM College *

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SITXVIN006

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Management

Date

May 29, 2024

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pdf

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Uploaded by BarristerIce11274

Assessment Tasks SITXCOM010 Manage conflict

S I T XCO M 010 M a n a ge c o n f li c t 2 Contents Introduction 3 Assessment for this unit 3 Assessment Task 1: Knowledge questions 4 Information for students 4 Questions 5 Assessment Task 1: Checklist 13 Assessment Task 2: Practical task – Role plays 14 Information for students 14 Activities 15 Assessment Task 2: Checklist 22 Final results record 27

S I T XCO M 010 M a n a ge c o n f li c t 3 Introduction Welcome to the Student Assessment Tasks for SITXCOM010 Manage conflict . These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course. Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Hospitality Works Student User Guide . The Student User Guide provides important information for you relating to completing assessment successfully. Assessment for this unit For you to be assessed as competent, you must successfully complete two assessment tasks:  Assessment Task 1: Knowledge questions – You must answer all questions correctly.  Assessment Task 2: Practical tasks - Role plays – You are required to demonstrate your skills and knowledge by resolving complex or escalated complaints and disputes with internal and external customers and colleagues. You will be required to complete a number of role plays and have your performance observed by the assessor.

S I T XCO M 010 M a n a ge c o n f li c t 4 Assessment Task 1: Knowledge questions Information for students Knowledge questions are designed to help you demonstrate the knowledge which you have acquired during the learning phase of this unit. Ensure that you:  review the advice to students regarding answering knowledge questions in the Hospitality Works Student User Guide  comply with the due date for assessment which your assessor will provide  adhere with your RTO’s submission guidelines  answer all questions completely and correctly  submit work, which is original and, where necessary, properly referenced  avoid sharing your answers with other students. i Assessment information Information about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide .Refer to the appendix for information on:  where this task should be completed upthe maximum time allowed for completing this assessment task

S I T XCO M 010 M a n a ge c o n f li c t 5 Questions Provide answers to all of the questions below. 1. Identify three common warning signs of conflict. The three common warning signs of conflict are A. The word people choose while having the conversation between them. B Body language also the early warning of conflict. c.People taking sides or ganging up in the office ,factory floor or in meetings. 2. Describe, in your own words, the five stages of conflict. Latent stage In simple sense conflict means disagreement between two parties .In the latent stage of conflict the participants may be in conflict without being aware that they are in conflict An example of this could be that server at a restaurant may have inputted an order incorrectly and the food being made for a wrong food. The manager and the table don’t know this yet and conflict has not arisen yet. Perceived stage The Perceived Stage is when the people involved in a conflict become fully aware that there is a conflict ,so the table has now been made aware and complained to management .Management will now go over to speak with the employee about it. Felt stage During the Felt Stage stress and anxiety are felt by bone or more of the participants due to the conflict ,the manager does not enjoy causing conflict and the employee does not enjoy being under scrutiny.

S I T XCO M 010 M a n a ge c o n f li c t 6 Manifest stage This will undoubtedly lead to the Manifest Stage during which the conflict can be observed. The Manifest Stage Can take a number of shapes includings:e-mails, phone calls ,phone message , face -to-face meetings, or any situation in which the conflict can be observed When the manager pulls the employee aside to speak with him or her , others perceive the conflict and has manifested. Aftermath stage This stage take place when there is some outcome of the conflict such as resolution to, or dissolution of the problem . When the manager correctly the mistake with the customer and takes appropriate steps to ensure the server is more careful in the future. 3. List the four recognised levels of conflict. The four recognised level of conflicts are a.Intrapersonal conflict b.Interpersonal conflict c.Intergroup conflict d.Inter-organizational conflict 4. Identify three factors that can lead to conflict in a hospitality environment. a.Work condition and wages b.responsibilities of management and employee c. Differences in values,beliefs,needs,or priorities.

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