Student Assessment
Added on 2022-12-06
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Student Assessment
SITXCOM005
MANAGE CONFLICT
STUDENT NAME: ............................................................................
STUDENT ID: .........................................................
SITXCOM005
MANAGE CONFLICT
STUDENT NAME: ............................................................................
STUDENT ID: .........................................................
SITXCOM005 MANAGE CONFLICT
This learner resource guide supports SITXCOM005 MANAGE CONFLICT
All rights reserved. No part of this publication may be reproduced or transmitted in any form or by
any means, electronic or mechanical, including photocopying, scanning, recording, or any
information storage and retrieval system, without permission in writing from the Author.
Teachers, trainers and trainees are directed to the relevant legislation, regulations, and codes of
practice and guidance notes for an authoritative understanding of regulatory requirements. This
learner guide should be read in conjunction with relevant legislation and is not a substitute for it.
Every effort has been made to trace and acknowledge copyrighted material. The author tenders
his/her apologies should any infringement have occurred. Images contained are used under
licence.
This learner resource will help you build the skills required to meet the performance criteria of this
unit:
SITXCOM005 MANAGE CONFLICT
It’s important that Learning and Assessment is conducted in a safe environment where your
assessment work demonstrates consistent performance of typical activities experienced in the
management and leadership field of work.
GENERAL REQUIREMENTS
Assessments
Competence and Assessment information
To be assessed as competent participants must provide evidence of their knowledge and skills
relative to this unit of competence.
They must successfully complete a number of assessment activities to the standard and the
performance benchmarks required for this qualification level.
It is the responsibility of the trainer/assessor to determine what and how much evidence is
required to make an assessment judgement that complies with the rules of evidence and the
principles of assessment.
Trainer/assessors might use the assessment tools in this resource, supplement them or design
other assessment tasks.
Gamma Education & Training might have specific assessment tools in their Training and
Assessment Strategy (TAS) and assessment could be supplemented by reviewing portfolios of
evidence and third-party workplace reports of on-the-job performance.
Perform all practical assessment tasks without risk to self, danger to others or damage to
property, land or equipment
Abide by all relevant instructions and directions as they relate to the assessment tasks.
2
This learner resource guide supports SITXCOM005 MANAGE CONFLICT
All rights reserved. No part of this publication may be reproduced or transmitted in any form or by
any means, electronic or mechanical, including photocopying, scanning, recording, or any
information storage and retrieval system, without permission in writing from the Author.
Teachers, trainers and trainees are directed to the relevant legislation, regulations, and codes of
practice and guidance notes for an authoritative understanding of regulatory requirements. This
learner guide should be read in conjunction with relevant legislation and is not a substitute for it.
Every effort has been made to trace and acknowledge copyrighted material. The author tenders
his/her apologies should any infringement have occurred. Images contained are used under
licence.
This learner resource will help you build the skills required to meet the performance criteria of this
unit:
SITXCOM005 MANAGE CONFLICT
It’s important that Learning and Assessment is conducted in a safe environment where your
assessment work demonstrates consistent performance of typical activities experienced in the
management and leadership field of work.
GENERAL REQUIREMENTS
Assessments
Competence and Assessment information
To be assessed as competent participants must provide evidence of their knowledge and skills
relative to this unit of competence.
They must successfully complete a number of assessment activities to the standard and the
performance benchmarks required for this qualification level.
It is the responsibility of the trainer/assessor to determine what and how much evidence is
required to make an assessment judgement that complies with the rules of evidence and the
principles of assessment.
Trainer/assessors might use the assessment tools in this resource, supplement them or design
other assessment tasks.
Gamma Education & Training might have specific assessment tools in their Training and
Assessment Strategy (TAS) and assessment could be supplemented by reviewing portfolios of
evidence and third-party workplace reports of on-the-job performance.
Perform all practical assessment tasks without risk to self, danger to others or damage to
property, land or equipment
Abide by all relevant instructions and directions as they relate to the assessment tasks.
2
Special Needs.
If participants have special needs, for example a disability or cultural or lifestyle need that might
impact on training or assessment they are still entitled to the same educational opportunities as
everyone else.
A participant, for instance, who has a difficulty with reading and writing could undertake a verbal
assessment of knowledge, with the trainer assessor documenting the responses. The
trainer/assessor will not answer the questions but will collect evidence from the participant in a
format adapted to ensure the participant is not disadvantaged
If a participant believes they have special needs, they should talk to their trainer/assessor.
Complaints and appeals.
Gamma Education & Training has an appeals and complaints process which allows participants to
challenge an assessment decision and /or enables them to be reassessed.
All training participants or candidates for assessment have the right to appeal an assessment
result they believe to be unfair, incorrect or inappropriate.
Gamma Education & Training policies and procedures will enable participants to action a
complaint or grievance regarding any act, product or service of Gamma Education & Training –
academic or non-academic and including assessment results.
If a participant wishes to appeal a decision they should talk to the assessor or to an appropriate
Gamma Education & Training representative.
Cheating and plagiarism
Cheating and plagiarism are unacceptable and will be subject to disciplinary action.
Plagiarism is using the ideas or work of another person/s as if they were your own without giving
proper credit to the source.
If participants use materials from published authors, to support their assessment work, they must
cite and reference the works correctly.
If they do not know how to do this the trainer/assessor should provide assistance or direct them
to the Harvard referencing system or similar on the Internet.
Cheating is defined as obtaining, attempting to obtain or aiding another to obtain credit for work
or any improvement in evaluation of performance, by any dishonest or deceptive means.
Gamma Education & Training has policies and procedures relevant to cheating and plagiarism and
has informed all participants of their responsibilities.
Conducting assessments
Participants must be deemed satisfactory against all components of the assessment to be judged
as competent for this unit of competency.
Each competency unit can be completed and assessed individually and is designed to be
integrated with your learning guide but can be assessed holistically.
SITXCOM005 Gamma Education & Training Pty Ltd RTO Code: 41477 V2.0 01203
If participants have special needs, for example a disability or cultural or lifestyle need that might
impact on training or assessment they are still entitled to the same educational opportunities as
everyone else.
A participant, for instance, who has a difficulty with reading and writing could undertake a verbal
assessment of knowledge, with the trainer assessor documenting the responses. The
trainer/assessor will not answer the questions but will collect evidence from the participant in a
format adapted to ensure the participant is not disadvantaged
If a participant believes they have special needs, they should talk to their trainer/assessor.
Complaints and appeals.
Gamma Education & Training has an appeals and complaints process which allows participants to
challenge an assessment decision and /or enables them to be reassessed.
All training participants or candidates for assessment have the right to appeal an assessment
result they believe to be unfair, incorrect or inappropriate.
Gamma Education & Training policies and procedures will enable participants to action a
complaint or grievance regarding any act, product or service of Gamma Education & Training –
academic or non-academic and including assessment results.
If a participant wishes to appeal a decision they should talk to the assessor or to an appropriate
Gamma Education & Training representative.
Cheating and plagiarism
Cheating and plagiarism are unacceptable and will be subject to disciplinary action.
Plagiarism is using the ideas or work of another person/s as if they were your own without giving
proper credit to the source.
If participants use materials from published authors, to support their assessment work, they must
cite and reference the works correctly.
If they do not know how to do this the trainer/assessor should provide assistance or direct them
to the Harvard referencing system or similar on the Internet.
Cheating is defined as obtaining, attempting to obtain or aiding another to obtain credit for work
or any improvement in evaluation of performance, by any dishonest or deceptive means.
Gamma Education & Training has policies and procedures relevant to cheating and plagiarism and
has informed all participants of their responsibilities.
Conducting assessments
Participants must be deemed satisfactory against all components of the assessment to be judged
as competent for this unit of competency.
Each competency unit can be completed and assessed individually and is designed to be
integrated with your learning guide but can be assessed holistically.
SITXCOM005 Gamma Education & Training Pty Ltd RTO Code: 41477 V2.0 01203
SITXCOM005 MANAGE CONFLICT
A broad definition of Holistic Learning is learning that is not restricted to specific competencies,
but incorporates, knowledge, understanding, problem solving, technical skills and application
across a broad range of tasks.
Performance Standards
To receive a satisfactory result for the assessments participants must complete all activities,
questions, projects and tasks nominated by the assessor, to the required standard.
Completion of all tasks, to a satisfactory level will contribute to a final assessment of the
competence
Some or all of the assessments listed here will be used to assess the unit. Types of assessments
chosen will be dictated by the performance evidence and the assessment conditions for the unit.
Short-answer questions
Purpose: To assess whether the learner understands the unit content and has the
knowledge/ability to competently carry out the tasks as described.
Content: Short-answer questions are generally divided into sections according to the elements
within the competency. An answer document is provided for assessors.
How to use: The worksheets are available in electronic or hard copy versions. Both are designed to
be completed alongside the multimedia/text content as the learner progresses through it.
However, they can also be used as follows:
At the completion of each section
At the completion of the entire unit
As a closed book test (summative assessment).
Contextualising to specific circumstances: The assessor may rewrite questions to suit the target
group, the specific workplace/training environment, and the different industry sectors: hospitality,
tourism, events, holiday parks and resorts.
Assessment – Assessor questions
Your assessor will do the following.
Ensure that you can consistently answer all questions multiple times satisfactorily.
Decide when you are competent at all tasks.
You are required to do the following.
You must answer all verbal questions.
You can ask your assessor for further clarification of any question, if necessary.
Provide all necessary information when answering questions.
Assessment – Scenario
The assessment must be written using an industry standard software package such as
Microsoft Word, Excel, PowerPoint, etc.
Name the file using the assessment task number and then save your file.
4
A broad definition of Holistic Learning is learning that is not restricted to specific competencies,
but incorporates, knowledge, understanding, problem solving, technical skills and application
across a broad range of tasks.
Performance Standards
To receive a satisfactory result for the assessments participants must complete all activities,
questions, projects and tasks nominated by the assessor, to the required standard.
Completion of all tasks, to a satisfactory level will contribute to a final assessment of the
competence
Some or all of the assessments listed here will be used to assess the unit. Types of assessments
chosen will be dictated by the performance evidence and the assessment conditions for the unit.
Short-answer questions
Purpose: To assess whether the learner understands the unit content and has the
knowledge/ability to competently carry out the tasks as described.
Content: Short-answer questions are generally divided into sections according to the elements
within the competency. An answer document is provided for assessors.
How to use: The worksheets are available in electronic or hard copy versions. Both are designed to
be completed alongside the multimedia/text content as the learner progresses through it.
However, they can also be used as follows:
At the completion of each section
At the completion of the entire unit
As a closed book test (summative assessment).
Contextualising to specific circumstances: The assessor may rewrite questions to suit the target
group, the specific workplace/training environment, and the different industry sectors: hospitality,
tourism, events, holiday parks and resorts.
Assessment – Assessor questions
Your assessor will do the following.
Ensure that you can consistently answer all questions multiple times satisfactorily.
Decide when you are competent at all tasks.
You are required to do the following.
You must answer all verbal questions.
You can ask your assessor for further clarification of any question, if necessary.
Provide all necessary information when answering questions.
Assessment – Scenario
The assessment must be written using an industry standard software package such as
Microsoft Word, Excel, PowerPoint, etc.
Name the file using the assessment task number and then save your file.
4
Ensure your submission identifies the unit code and title, the assessment task number and the
name of the assessment at the top of the page. Alternatively, you may place this information
in the document header.
Add your name and student number to the header or footer on every page.
Assessment – Role-Play
The assessment may require you to undertake a series of role-plays to demonstrate your ability to
perform a role-play exercise. A role-play exercise is an assessment activity in which candidates act
out an imaginary scenario that closely mirrors a situation that could occur in the unit of
competency.
Any written component of the assessment must be written using an industry standard
software package such as Microsoft Word, Excel, PowerPoint, etc.
Name the file using the assessment task number and then save your file.
Ensure your submission identifies the unit code and title, the assessment task number and the
name of the assessment at the top of the page. Alternatively, you may place this information
in the document header.
Add your name and student number to the header or footer on every page.
Assessor Declaration:
Pre-Assessment Checklist Tick to
confirm
I have prepared the learner/s for their assessment today
I have told the learner/s about the assessment requirements and reviewed the conditions
for the assessment (including the assessment resources, simulated environments etc.) I
have also ensured that the learner is familiar with the Learner Assessment Guide.
I have explained how I will mark the assessment (what criteria will be used and how I will
make my decisions)
I have told the learner/s about the possible assessment outcomes (satisfactory and not
satisfactory) and the other assessment/s for this unit of competence has been explained to
them
The learner/s understand/s they can appeal the assessment decision (and I have reminded
them that this information is in the Learner Handbook). I have also given the appeal form to
the learner with the Learner Assessment Guide.
I have reminded the learner/s that during the assessment they must at all times, ensure
that the work they submit is their own or is acknowledged, and referenced where
appropriate for which I will be providing adequate information.
TRAINER/ASSESSOR DECLARATION
I declare that I have administered the assessment for this learner as per the principles of
assessment and to the best of my knowledge all evidences attached are the learner works.
Furthermore, I declare that I have conducted a fair, valid, reliable and flexible assessment
for this learner and provided appropriate feedback.
Trainer/Assessor Name ______________________________
Trainer/Assessor Signature _______________________ Date : ____________
SITXCOM005 Gamma Education & Training Pty Ltd RTO Code: 41477 V2.0 01205
name of the assessment at the top of the page. Alternatively, you may place this information
in the document header.
Add your name and student number to the header or footer on every page.
Assessment – Role-Play
The assessment may require you to undertake a series of role-plays to demonstrate your ability to
perform a role-play exercise. A role-play exercise is an assessment activity in which candidates act
out an imaginary scenario that closely mirrors a situation that could occur in the unit of
competency.
Any written component of the assessment must be written using an industry standard
software package such as Microsoft Word, Excel, PowerPoint, etc.
Name the file using the assessment task number and then save your file.
Ensure your submission identifies the unit code and title, the assessment task number and the
name of the assessment at the top of the page. Alternatively, you may place this information
in the document header.
Add your name and student number to the header or footer on every page.
Assessor Declaration:
Pre-Assessment Checklist Tick to
confirm
I have prepared the learner/s for their assessment today
I have told the learner/s about the assessment requirements and reviewed the conditions
for the assessment (including the assessment resources, simulated environments etc.) I
have also ensured that the learner is familiar with the Learner Assessment Guide.
I have explained how I will mark the assessment (what criteria will be used and how I will
make my decisions)
I have told the learner/s about the possible assessment outcomes (satisfactory and not
satisfactory) and the other assessment/s for this unit of competence has been explained to
them
The learner/s understand/s they can appeal the assessment decision (and I have reminded
them that this information is in the Learner Handbook). I have also given the appeal form to
the learner with the Learner Assessment Guide.
I have reminded the learner/s that during the assessment they must at all times, ensure
that the work they submit is their own or is acknowledged, and referenced where
appropriate for which I will be providing adequate information.
TRAINER/ASSESSOR DECLARATION
I declare that I have administered the assessment for this learner as per the principles of
assessment and to the best of my knowledge all evidences attached are the learner works.
Furthermore, I declare that I have conducted a fair, valid, reliable and flexible assessment
for this learner and provided appropriate feedback.
Trainer/Assessor Name ______________________________
Trainer/Assessor Signature _______________________ Date : ____________
SITXCOM005 Gamma Education & Training Pty Ltd RTO Code: 41477 V2.0 01205
SITXCOM005 MANAGE CONFLICT
STUDENT ASSESSMENT AGREEMENT
Make sure you read through the assessments in this booklet before you fill out and sign the
agreement below. If there is anything that you are unsure of, consult your assessor prior to signing
this agreement.
Have you read the assessment requirements for this unit? Yes No
Do you understand the requirements of the assessments for this unit? Yes No
Do you agree to the way in which you are being assessed? Yes No
Do you have any specific needs that should be considered? No Yes
If so, explain these in the space below.
Do you understand your rights to re-assessment? Yes No
Do you understand your right to appeal the decisions made in an assessment?
Yes No
Student name
Student number
Student signature
Start date
Assessor name
6
STUDENT ASSESSMENT AGREEMENT
Make sure you read through the assessments in this booklet before you fill out and sign the
agreement below. If there is anything that you are unsure of, consult your assessor prior to signing
this agreement.
Have you read the assessment requirements for this unit? Yes No
Do you understand the requirements of the assessments for this unit? Yes No
Do you agree to the way in which you are being assessed? Yes No
Do you have any specific needs that should be considered? No Yes
If so, explain these in the space below.
Do you understand your rights to re-assessment? Yes No
Do you understand your right to appeal the decisions made in an assessment?
Yes No
Student name
Student number
Student signature
Start date
Assessor name
6
ASSESSMENT TASK 1 COVER SHEET
Student Declaration
To be filled out and submitted with assessment responses
I declare that this task is all my own work and I have not cheated or plagiarised the work or
colluded with any other student(s).
I understand that if I am found to have plagiarised, cheated or colluded, action will be taken
against me according to the process explained to me.
I have correctly referenced all resources and reference texts throughout these assessment
tasks.
Student name
Student ID
number
Student
signature
Assessor declaration
I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.
Assessor name
Assessor signature
Assessment outcome S NS DNS Resubmission Y N
Feedback (If required)
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
SITXCOM005 Gamma Education & Training Pty Ltd RTO Code: 41477 V2.0 01207
Student Declaration
To be filled out and submitted with assessment responses
I declare that this task is all my own work and I have not cheated or plagiarised the work or
colluded with any other student(s).
I understand that if I am found to have plagiarised, cheated or colluded, action will be taken
against me according to the process explained to me.
I have correctly referenced all resources and reference texts throughout these assessment
tasks.
Student name
Student ID
number
Student
signature
Assessor declaration
I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.
Assessor name
Assessor signature
Assessment outcome S NS DNS Resubmission Y N
Feedback (If required)
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
SITXCOM005 Gamma Education & Training Pty Ltd RTO Code: 41477 V2.0 01207
SITXCOM005 MANAGE CONFLICT
ASSESSMENT TASK 1 – SHORT ANSWER QUESTIONS
INSTRUCTIONS
You are to answer all questions.
Read each question carefully. Ensure you have provided all required information.
On completion, submit your assessment to your assessor.
Question.1. Define ‘conflict’. Write at least 2 sentences.
Conflict refers to a disagreement between the individuals, organisation due to differences in thought
process, having different perception, interest, attitude and understanding.
Question.2. what is a potential cause of conflict between team members?
The team member focuses on personal issues rather than on work issues. Poor communication
breakdown creates misunderstanding between the members and competitions over the resources in
the organisation such as information, money are some causes which creates the conflict between
team members.
Question.3. Write is the correct order for the five stages of conflict.
The five stage of conflict includes latent stage, perceived stage, felt stage, manifest stage and lastly
aftermath stage.
Question.4. List 4 resources that are available within an organisation to help you resolve a
conflict situation.
1. Employee handbook- It is useful resources for managing the conflict as it contains byelaws
and company rules which protect the employee rights and meets the company expectations.
2. Human resource department-It helps in managing the conflict as the HR specialists are
skilled and trained in handling the conflict that arises between the employees, clients.
3. Open-door policy- This policy allows the opportunity to the client and employees for
providing there concern openly without any pressure. It also includes the suggestion boxes
used for receiving opinions and criticism concerning business practices.
4. Training and development- Lack of understanding between the parties is the reason of
conflict as task or duty is assigned to every members. It helps in managing the conflict as it
provides knowledge and increases the skills that leads to simplify business expectations and
encourages harmony in the organisation.
8
ASSESSMENT TASK 1 – SHORT ANSWER QUESTIONS
INSTRUCTIONS
You are to answer all questions.
Read each question carefully. Ensure you have provided all required information.
On completion, submit your assessment to your assessor.
Question.1. Define ‘conflict’. Write at least 2 sentences.
Conflict refers to a disagreement between the individuals, organisation due to differences in thought
process, having different perception, interest, attitude and understanding.
Question.2. what is a potential cause of conflict between team members?
The team member focuses on personal issues rather than on work issues. Poor communication
breakdown creates misunderstanding between the members and competitions over the resources in
the organisation such as information, money are some causes which creates the conflict between
team members.
Question.3. Write is the correct order for the five stages of conflict.
The five stage of conflict includes latent stage, perceived stage, felt stage, manifest stage and lastly
aftermath stage.
Question.4. List 4 resources that are available within an organisation to help you resolve a
conflict situation.
1. Employee handbook- It is useful resources for managing the conflict as it contains byelaws
and company rules which protect the employee rights and meets the company expectations.
2. Human resource department-It helps in managing the conflict as the HR specialists are
skilled and trained in handling the conflict that arises between the employees, clients.
3. Open-door policy- This policy allows the opportunity to the client and employees for
providing there concern openly without any pressure. It also includes the suggestion boxes
used for receiving opinions and criticism concerning business practices.
4. Training and development- Lack of understanding between the parties is the reason of
conflict as task or duty is assigned to every members. It helps in managing the conflict as it
provides knowledge and increases the skills that leads to simplify business expectations and
encourages harmony in the organisation.
8
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