conflict resolution and communication techniques

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Identify conflict situations.

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.

2. Resolve conflict.

2.1 Take responsibility for finding a solution to conflict.

2.2 Establish and agree on the nature and details of conflict with all parties and assess impact.

2.3 Deal with conflict sensitively, courteously and discreetly.

2.4 Minimise impact on other colleagues and customers.

2.5 Use effective conflict resolution techniques  and communication skills  to manage the conflict and develop solutions.

2.6 Encourage all points of view, acknowledge them and treat them with respect.

2.7 Identify and evaluate the impact of conflict on business reputation and legal liability.

2.8 Evaluate options to resolve the dispute taking into account any organisational policies and constraints .

2.9 Implement the best solution and complete required documentation.

3. Evaluate conflicts and resolutions.

3.1 Communicate with the parties involved to seek and provide feedback on conflict and its resolution.

3.2 Evaluate and reflect on the situation and effectiveness of the solution.

3.3 Determine possible causes of workplace conflict  and provide input for workplace enhancement and improvements.

This section describes the skills and knowledge required for this unit.

Required skills 

• communication skills to deal with conflict sensitively, courteously and discreetly through use of conflict resolution techniques
• critical thinking skills to analyse and decide on the best resolution for conflict
• initiative and enterprise skills to consider and suggest changes to workplace practices to avoid future conflict
• literacy skills to:

• research sources of internal and external assistance to resolve the conflict
• write reports, including comprehensive details of the conflict, the parties involved, discussions with all parties and the resolution

• problem-solving skills to identify and resolve conflicts and minimise impact on other colleagues and customers
• self-management skills to take responsibility for conflict outcomes
• teamwork skills to discuss and resolve conflicts between team members.

Required knowledge 

• types of conflict in the tourism, travel, hospitality and event industries, typical causes and resolutions
• conflict theory, including signs, stages, levels, factors involved and results
• conflict resolution and communication techniques, including:

• assertiveness
• active listening
• non-verbal communication
• language style
• negotiation
• use of appropriate communication

• organisational policies and procedures for complaint, conflict and dispute resolution.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment 

Critical aspects for assessment and evidence required to demonstrate competency in this unit 

Evidence of the ability to:

• resolve different workplace conflicts using a range of conflict resolution and communication techniques
• demonstrate knowledge of commonly occurring conflict situations in the workplace and the stages of conflict.

Context of and specific resources for assessment 

Assessment must ensure use of:

• a real or simulated tourism, hospitality or event industry environment where conflicts occur
• current commercial policies and procedures for complaint, conflict and dispute resolution
• others with whom the individual can interact to resolve conflicts.

Method of assessment 

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

• direct observation, using role plays, of the individual resolving conflicts using a range of communication techniques
• use of simulated activities to assess participation in conflicts involving:

• customers refusing to leave or be pacified
• drug or alcohol-affected persons
• people who appear to be violent or are threatening

• use of problem-solving activities so the individual can analyse and find solutions for various conflicts arising in the workplace
• written or oral questioning to assess knowledge of:

• types of conflict
• conflict theory
• conflict resolution and communication techniques
• content of policy and procedures for refunds or exchange

• review of portfolios of evidence and third-party workplace reports of on-the-job performance by the individual.

Guidance information for assessment 

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

• BSBDIV501A Manage diversity in the workplace
• SITHACS201 Provide porter services
• SITHACS303 Provide accommodation reception services
• SITTGDE303 Lead tour groups
• SITTGDE401 Coordinate and operate tours
• SITXCCS302 Provide club reception services
• SITXCCS303 Provide service to customers
• SITXCCS401 Enhance the customer service experience
• SITXHRM503 Monitor staff performance.