Frontier Training SITXCOM005: Managing Conflict Report

This report, based on the SITXCOM005 unit, focuses on managing conflict in a workplace setting. The report begins by identifying potential conflict situations, including those that may threaten personal safety, and emphasizes the importance of swift and tactical action to prevent escalation. It details how to identify conflict and use resources to manage it. The report then addresses the process of resolving conflicts by establishing the nature and details of the conflict with all parties involved, managing the conflict within the scope of the individual's role, and taking responsibility for seeking a solution. It highlights the importance of evaluating the impact of conflict on the business and legal liability, evaluating options, implementing the best solution, and completing the required reports. The report also underscores the importance of adhering to organizational policies and constraints, providing various options for conflict resolution, and the need to protect the business's goodwill. This report is designed to help students understand and apply the principles of conflict management in a practical and effective manner.

SITXCOM005
Manage conflict
THIRD
PARTY
REPORT
RPL PROCESS: Please read the following
instructions before
completing this form
1. RPL applications are
made using
Application for RPL
form. This form is
designed to map the
student’s education,
training, life and work
competencies to the
elements required of
the unit and collect
the required
evidence to prove the
competencies.
2. The following
sections of the form
must be completed
by the applicant:
 Element
Mapping &
Evidence
 Skills
Mapping &
Evidence
 Knowledge
Mapping &
Evidence
 Required
Evidence
Mapping
 Evidence List
3. Describe how you
meet the stated
criteria, skill or
knowledge. Evidence
is required for all
elements, skills,
knowledge and
required evidence.
Attach this evidence
to this form and refer

SITXCOM005
Manage conflict
THIRD
PARTY
REPORT
to the attachments as
“Attachment A”,
Attachment B” etc.
4. This form along with
the required
evidence is to be
submitted directly to
the assessor or to
Frontier Training &
Technology via mail
to 735 Pascoe Vale
Road VIC 3046 or via
email to
5. An appointed
assessor will assess
the RPL application
and the evidence
provided.
6. The assessor will
make an
appointment to
review the RPL
application form and
the evidence
provided with the
learner, gathering
more evidence if
required. The
assessor will provide
feedback to the
learner on the
outcome of the RPL
application
immediately.
7. If successful, a copy
of the RPL application
will be stored with
the student file and
the RPL decision will
be reflected on the
training plan and
student records.
8. Students may use the
Complaints and
Appeals Policy and

SITXCOM005
Manage conflict
THIRD
PARTY
REPORT
Procedure if
dissatisfied with the
outcome of the RPL
application.
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SITXCOM005
Manage conflict
THIRD
PARTY
REPORT
Unit: SITXCOM005 - Manage conflict

SITXCOM005
Manage conflict
ELEMENT
MAPPING &
EVIDENCE: Element / Performance Criteria
Description
(Describe what you do to meet
this criteria, work, education,
experiences etc.) (your
explanation must cover a
situation, location, job type and
outcome of the action)
Third Party Report
(Please comment on
the student’s
description)
Explain a scenario where the candidate
provides a full description to identify
conflict situations. Please include the
following in the scenario:
1.1. Identify potential for conflict and take
swift and tactful action to prevent escalation.
1.2. Identify situations where personal
safety of customers or colleagues may be
threatened and organise appropriate
assistance.
1.3. Identify and use resources to assist in
managing conflict.
A conflict is a situation in which
two persons have different
interest from each other. The
identification of conflict in an
organisation is essential as it leads
to affect the profitability and
productivity. It is essential for the
managers and authority to take
instant and tactful actions for that
the same. A relationship conflict is
a major problem which is
identified at the workplace when
two persons think identically but
different from each other.
A situation of personal safety of
colleagues is identified at
workplace which affect their
working by making rumours
against each other. This is not
appropriate at all and needs to be
stopped with assistance of
manager.
In managing relationship
conflicts between two or more
people, a team has to be framed
through which these things would
get minimised. Along with this,
conducting a daily session with
employee will be helpful for every
employee so that they can reduce
such sort of things.
A person have to
work in an proper
manner. He has done
well through which
proper identification
and reason of conflict
get derive. As this
report is helpful in
identifying the proper
issues cause in an
organisation which
affect productivity.
He has done this
work by providing
proper information.
Explain a scenario where the candidate
provides a full display on resolving conflicts.
Please include the following in the scenario:
2.1. Establish and agree on the nature and
details of conflict with all parties and assess
impact.
2.2. Manage conflict within scope of own
role and responsibilities, and according to
organisational procedures.
2.3. Take responsibility for seeking a solution
to conflict within scope of own role and
responsibilities, seeking assistance where
required.
For resolving all the conflicts, it is
essential to identify nature and
details of issues which are taking
place with all such parties. This will
aid in identifying the major
problem from its root so that a
proper action can be taken against
that the same.
With every individual, there are
certain number of roles and
responsibilities associated. Thus,
they have to use it in resolving all
such issues and manage them in
an appropriate manner.
He has provide
appropriate solutions
for the problems
which are taking
place. He has define
all the person roles
and responsibility in
solving problem in an
adequate manner.

SITXCOM005
Manage conflict
2.4. Identify and evaluate impact of conflict
on business reputation and legal liability.
2.5. Evaluate options to resolve the conflict,
taking into account organisational policies
and constraints.
2.6. Implement the best solution and
complete required reports.
As per the responsibility,
individuals have to work and
identify the solution against that.
Hence, at the time of requirement,
proper assistance needs to be
derived for such problem and
issue.
These issues and conflicts
will lead to affect the goodwill of
business as well as result in
customer conflict or among
employees that may harm
reputation of firm badly. Customer
sometimes file case against
organisation for unfair practices
done with him.
It is a duty of managers and
every person to follow the policies
and constraints which frame by
authority. On the basis of same,
diverse number of options will be
determined to resolve such issues.
Although, from diverse number
of solutions, the best one has to
be adopted for resolving the
conflict. Like, using day to day
interaction process with every
employee will support in removing
all issues and problems from
business.
Explain a scenario where the candidate
provides a full display of evaluation conflict
resolution. Please include the following in
the scenario:
3.1. Communicate with parties involved to
seek and provide feedback on conflict and
its resolution.
3.2. Evaluate and reflect on the conflict and
effectiveness of the solution.
3.3. Determine possible causes of workplace
conflict and provide input for workplace
enhancement and improvements.
A person has to communicate with
all such parties who are involved
in conflicts and issues. Also, it
needs to gain proper feedback
from every person working there
and also, provide proper response
to them.
There are diverse number of
conflicts arise. Out of the same,
relationship conflicts is one in
which number of rumours get
spread at a fast pace. In this,
personal interaction and group
work has to be done. This aids in
an effective manner to resolve the
conflict between each other.
These causes are not
appropriate for business purpose
and affect productivity of business.
Thus, by using proper method,
productivity get enhance by
resolving these issues.
He has provide
proper evaluation of
identifying the
problem and its
cause. He has provide
a suggestion through
which problems get
resolve in an effective
manner.

SITXCOM005
Manage conflict
SKILLS MAPPING
& EVIDENCE: Required Skills
Description
(Describe what you do to meet
this skill, work, education,
experiences etc)
Third Party Report
(Please comment on
the student’s
description)
Did the candidate at all times demonstrate
reading skills to:
o Research sources of internal and
external assistance to resolve the
conflict..
Did the candidate at all times demonstrate
writing skills to:
o Prepare reports, noting comprehensive
details of the conflict, the parties
involved, discussions with all parties and
the resolution.
Did the candidate at all times demonstrate
Initiative and enterprise skills to:
o Consider and suggest changes to
workplace practices to avoid future
conflict.
Did the candidate at all times demonstrate
teamwork skills to:
o Discuss and resolve conflicts between
team members.

SITXCOM005
Manage conflict
KNOWLEDGE
MAPPING &
EVIDENCE: Required Knowledge
Description
(Describe what you do to meet
this knowledge, work, education,
experiences)
Third Party Report
(Please comment on
the student’s
description)
 commonly occurring conflict
situations in the tourism, travel,
hospitality and event industries and
their typical causes
 conflict theory:
o signs
o stages
o levels
o factors involved
o results
 conflict-resolution techniques:
o assertiveness
o negotiation
o use of appropriate
communication
 Resources to assist in managing
conflict:
o counsellors
o internal security staff
o mediators
o other staff members
o police
o senior staff
 communication techniques:
o active listening
o empathising with the person’s
situation while upholding
organisational policy
o Non-verbal communication
and recognition of non-verbal
signs.
o Language style

SITXCOM005
Manage conflict
o Questioning techniques
o Those appropriate to different
social and cultural groups
 Organisational policies and
procedures for complaint, conflict
and dispute resolution.
REQUIRED
EVIDENCE
MAPPING:
Required Evidence Attachment (eg, A, B,
C)
EVIDENCE LIST: ATTACHMENT as collected
during the 2nd stage DOCUMENT TITLE VERIFIED (completed
by assessor)
A
B
C
D
E
F
G
H
I
J
K
EVIDENCE
VERIFICATION:
THIS SECTION IS TO BE
COMPLETED BY AN
AUTHORISED FRONTIER
TRAINING &
TECHNOLOGY ASSESSOR
ONLY

SITXCOM005
Manage conflict
RPL ASSESSMENT
RESULTS:
Evidence
Verified
Result Comments
(if unsatisfactory result)
S
a
t
i
s
f
a
c
t
o
r
y
Not Satisfactory
Element 1   
Element 2   
Element 3   
Required Skills   
Required Knowledge   
Required Evidence   