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Identify potential for conflict and take swift and tactful action to prevent escalation.

01 / 10 / 2021 Diploma of Hospitality

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Elements and Performance Criteria

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.

Required Skills and Knowledge

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.


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