Manage Conflict Assessment Submission Sheet for SITXCOM005

AIC- SITXCOM005 -AT–V1.0
Assessment Submission Sheet
Course SIT50416 Diploma of Hospitality Management
Unit Code SITXCOM005
Unit Name Manage conflict
Assessor
Name
Student
Name
Student ID
Date Due
Please read and sign this assessment coversheet and submit it together with your
assessment to your Assessor by the due date.
Student Declaration
 I declare that the work submitted is my own, and has not been copied or
plagiarised from any person or source.
 I have read the Plagiarism Policy and Assessment Appeal and Reassessment
Policy in the Student Handbook and I understand all the rules and guidelines for
undertaking assessments.
 I understand that by typing my full name in the student field this is equivalent to a
hand-written signature.
 I give permission for my assessment material to be used for continuous improvement
purposes.
Student
Signature
Date
Submitted
Assessor Use Only
Assessment Items Result
Task 1 Scenarios S NS
Task 2 Role Play S NS
Final Result for this unit C NYC
Student Declaration: I declare that I have
been assessed in this unit, and I have been
advised of my result. I am also aware of
my appeal rights.
Assessor Declaration: I declare that I have
conducted a fair, valid, reliable and flexible
assessment with this student, and I have
provided
appropriate feedback
Signature Signature
Date

AIC- SITXCOM005 -AT–V1.0
Assessor’s Final Comments

AIC- SITXCOM005 -AT–V1.0
Task 1
Assessment Instructions
This is an individual assessment. There are two parts in this task. If you need help
understanding any questions, ask your assessor to explain.
Part A
Procedure
Read the following scenarios and answer the corresponding questions for each.
To be deemed competent you will need to successfully demonstrate the following:
You must submit:
Satisfactorily answer all the scenarios.

AIC- SITXCOM005 -AT–V1.0
Scenario 1:
You are working as part of the wait staff at a local restaurant. A customer you are
serving has called you over to her table and has complained that she has found a hair in
her meal. However, she has finished her meal and there is no hair to be seen. She is
visibly unhappy and demanding a refund. This is not the policy of your restaurant.
1. Name 3 conflict resolution techniques and explain how you will use these to resolve
this conflict:
Responses
1.Serving new dish
2.Requesting customer to give proof
3.Making the policies understandable to the customers in a polite manner.
2. What are the dangers of leaving this conflict unresolved?
Responses
If the respective conflict remain unsolved in the restaurant, it may negatively effect the
reputation of organization and enhance the customer dissatisfaction level.
Scenario 2
You are working at a hotel that is popular with international tourists. A foreign tourist
approaches you with a complaint about his room, but you are struggling to understand
his concerns due to his accent and language barrier. You begin to understand that the
customer has an issue with the cleanliness of his bathroom. He is becoming agitated,
aggressive, raising his voice and speaking quickly. He has crossed his arms and looks
stiff and tense, as well as frowning at you. How will you manage this customer’s
complaint? Answer the following questions based on this scenario.
1. What are the signs in this situation that conflict is occurring?
Responses
Difference in the language of customers and the management of hotel is the major sign
which has been identified as the factor of occurrence of conflict.
2. How could you overcome this communication barrier?
Responses
In order to overcome from the barrier of communication, the management of hotel is
required to hire the employees who can understand several languages or the management
can also provide training to their employees for the purpose of enhancing their
communication skills and remove all the conflicts as well.
3. What actions can you take to resolve this complaint?
Responses
The housekeeping department can provide the service of cleaning bathroom and room. The
main complaint of guest is related to the cleanliness of bathrooms. Hence, the respective