Understand the levels, stages, signs, factors involved and results of conflict theory

IVET Institute session plan Approved by the CEO This document is the property of the IVET institute Copyright IVET Institute SESSION PLAN – CERT III Sport and Recreation SITXCOM401– Manage conflict – 20 NOMINAL HOURS Delivery Mode Classroom based (group based face-to-face delivery); Homework Clients VET in schools students completing a Certificate III in Sport and Recreation over a 2-Year period. Students may be from Year 10, 11 or 12 levels. Duration • 20 Hours minimum delivery (session plan allows for 20 – 27hours delivery) • Majority of this delivery will occur as group based face-to-face mode, followed by a range of homework tasks to be decided by the teacher/trainer based on the time restraints of their school environment. • Sessions will range in time from 45 mins – 4 hour sessions, dependent on VET in schools arrangement at the specific school. OHS Considerations The teacher/trainer is to perform a risk assessment prior to commencing any classroom based face-to-face training as per the MOU requirements. Resources • Classroom • Pens • Paper/folder/workbook • Butchers Paper • Whiteboard and Whiteboard Markers • Learner resource manual; 1 per student • Teacher Resource • Photocopies – RTO assessment tasks Assessment All assessments are to be undertaken in accordance with the detailed assessment resource provided as a separate document. Assessment Tasks Summary • Written Assessment • Project/observation IVET Institute session plan Approved by the CEO This document is the property of the IVET institute Copyright IVET Institute Unit objectives On completion of this unit the student will be able to: • Understand the typical causes and resolutions for the types of conflict in the tourism, hospitality and travel industries • Understand the levels, stages, signs, factors involved and results of conflict theory • Understand communication techniques and conflict resolution including negotiation, non-verbal communication, active listening, assertiveness and language style • Understand complaint, conflict and dispute resolution and the organisational policies and procedures for them • Use communication skills to use conflict resolution techniques courteously, sensitively and discreetly • Use critical thinking skills to decide on the best resolution for conflict • Use enterprise and initiative skills to avoid future conflict by suggesting changes to workplace practices • Use literacy skills to write reports and research sources of assistance to resolve the conflict • Use problem solving skills to minimise impact on customer and colleagues • Use self-management skills to take the responsibility for the outcomes of conflicts • Use teamwork skills to resolve and discuss conflicts within the team Using this session plan This session plan has been designed to guide you through delivery of SITXCOM401– Manage conflict. It contains a number of elements: • A suggested topic and length for each session • A summary of the content to be covered in each session • Useful resources, activities and tools for delivering each session Delivery Tips During all delivery, be aware of the opportunity to facilitate skill development across both the competency and the qualification. This is especially relevant for employability skill development. You will come across many opportunities to enhance pre-existing knowledge and skills and to develop new skills (especially employability skills) while delivering sessions. This is particularly true during class discussions, group work and practical activities. Teacher/trainers are strongly encouraged to incorporate practical, engaging and innovative activities to their delivery suitable for their client group. The following tips may be useful when delivering this unit. Class discussion – Review of session materials, when reviewing student answers to activities etc. • Clearly explain the objective of the discussion. • Encourage all members of the group to contribute • Provide a safe and supportive environment for participants to contribute IVET Institute session plan Approved by the CEO This document is the property of the IVET institute Copyright IVET Institute • Actively facilitate class discussions to keep them on track • Ask prompting questions to generate/stimulate discussion • Monitor contributions and provide guidance and feedback as appropriate • Summarise the results of the discussion • Record the outcomes of class discussion as appropriate • Ask questions to test understanding Brainstorming – can be incorporated anywhere in the session plan. It can be an excellent tool when introducing a new topic, to assess prior knowledge and when revising or summarising a topic. • Clearly explain the objective of the brainstorming exercise. • Encourage all members of the group to contribute • Provide a safe and supportive environment for participants to contribute • Record suggestions on the whiteboard • Monitor contributions and provide guidance and feedback as appropriate • Summarise the results of the brainstorming session Small group work – you may choose to complete some of the activities from the session plan in small groups allowing for all students to discuss the topic, case studies and possible solutions and answers. • Use your knowledge of the class to decide how to structure small groups. • Clearly explain the objective of the activity. • Brief the class on how to work in small groups: • Groups should negotiate roles and responsibilities to ensure timely completion of tasks to the desired standard • Groups should communicate effectively in a safe and culturally appropriate manner • Each group member should contribute • Set up a consistent structure for groups to present back to the class. • Move around the room and provide assistance to each group as appropriate. • Record the results from each group on the whiteboard. • Run a whole of class discussion to compare and discuss overall results. • Monitor contributions and provide guidance and feedback as appropriate Practical activities – Trainer choice. It is the responsibility of the trainer to incorporate practical activities into this unit that are specific and suitable for the needs of the IVET Institute session plan Approved by the CEO This document is the property of the IVET institute Copyright IVET Institute students. • Clearly explain the objective of the activity • Ensure that the participants are aware of any OHS requirements/risks • Provide all equipment, resources necessary • Provide assistance to each person as appropriate • Provide guidance and feedback as appropriate • Summarise the results of the activity through class discussion Presentation ideas As an experienced teacher/trainer you will be the best person to determine your student’s individual learning styles and what delivery mode is most suitable for them. Teacher/Trainers are therefore encouraged to included PowerPoint presentations, handouts, videos, YouTube Clips, guest speakers, demonstrations etc, where appropriate. IVET Institute session plan Approved by the CEO This document is the property of the IVET institute Copyright IVET Institute SESSION HOURS SESSION CONTENT ACTIVITIES / ASSESSMENT & HOMEWORK 1 2 -3 • Introduction • Manage conflict • Identify conflict situations • Conflict • Difficult or complex customer complaints • Complete Activity 1.0 - What Does Conflict Mean To You?- Brainstorming Task (Page 25) students may work in pairs or small groups using large butchers paper to conduct their brainstorming. Students are then to answer the questions individually • As a class discuss the list of words that the students have written down and the answers to the questions • Give the students the correct answers to the questions and the reasoning for them • Read pages 26 – 28 from the Learner Resource Manual as a class highlighting and discussing the information being read • Complete Activity 1.1 Customer Complaint- Follow The Steps (Page 28) students are to complete the activity individually describing how they would deal with the situation • As a class discuss the possible answers that the students have written down • Give the students the correct answers and the reasoning for them • Address any further final questions or clarifications for students 2 3– 4 • Disputes or arguments among work colleagues • Drug or alcohol affected persons • Ejection from premises and refusal of entry • Human resources issues • Misunderstandings or communication barriers • Problems or faults with a service or product • Customers or colleagues • Internal / external customers • Suppliers • workmates • Review previous session content • Read pages 29 – 33 from the Learner Resource Manual as a class discussing and highlighting the main points of information • Complete Activity 1.2 Identify the Conflict (Page 33) students may work in pairs to complete this activity. • As a class discuss the possible answers for each of the sectors listed • Give the students feedback or correction if necessary on their possible sources and reasons for conflict • Address any further final questions or clarifications for the students 3 2.5 – 3 • Situations • Customers refusing to leave • People with guns or arms • Drug or alcohol affected persons • Situations where someone has or may be hurt • Review previous session content • Read pages 34 & 35 from the Learner Resource Manual highlighting the important information being read • Complete Activity 1.3 Provide Assistance (Page 36) students are to complete this activity individually prioritising the victims and how the non-injured clients could assist each person • As a class discuss the possible answers for each of the tasks for the case study IVET Institute session plan Approved by the CEO This document is the property of the IVET institute Copyright IVET Institute • Resources • Counsellors • Security staff • Mediators • Police • Give the students the correct answers and the reasoning for them • Read pages 38 & 39 from the Learner Resource Manual as a class discussing the information being read • Complete Activity 1.4 Conflict - Identify and manage the situation (Page 39) students are to complete this activity individually filling in the answers • As a class discuss the possible answers for the potential for conflict, resources required and how you would manage the situation for each of the case studies • Give the students the correct answers and the reasoning for them • Address any further final questions or clarifications for the students 4 1.5 - 2 • Resolve conflict • Conflict resolution techniques • Appropriate communication skills • Negotiating • Assertiveness • Active listening • Language style • Review previous session content • Complete Chapter 1- Review Questions 1 (Page 40) students are to answer each of the questions writing down their answers individually • As a class discuss the possible answers to the questions • Give the students the correct answers and the reasoning for them • Read pages 40 & 41 from the Learner Resource Manual on resolving conflict • Complete Activity 1.5 Case Studies: Conflict Resolution (Page 41) students may work in pairs to complete this activity on how to resolve the conflict situation for each of the case studies • As a class discuss the possible answers for each of the case studies • Give the students the correct answers and the reasoning for them • Read pages 42 – 45 from the Learner Resource Manual as a class discussing and highlighting the information being read • Complete Activity 1.6 Paraphrasing and Rewording (Page 45) students are to complete this activity individually paraphrasing the sentences • As a class discuss the possible answers for each of the sentences • Give the students the correct answers and the reasoning for them • Address any further final questions or clarifications for the students 5 2 – 3 • Resolving conflict • Policies and constraints • Organisational policy on refunds or exchanges • Costs and budgets • Disputes • Review previous session content • Read pages 46 – 49 from the Learner Resource Manual as a class highlighting the information being read • Complete Chapter 1- Review Questions 2 (Page 49) students are to complete this activity answering the questions individually • As a class discuss the possible answers to each of the questions IVET Institute session plan Approved by the CEO This document is the property of the IVET institute Copyright IVET Institute • Staff grievances • Give the students the correct answers and the reasoning for them • Address any further final questions or clarifications for students 6 2 - 3 • Evaluate conflicts and resolutions • Causes of workplace conflict • Changes to practices and procedures • Complaints • Poor communication • Lack of information • Lack of empathy • Cultural misunderstandings • Review previous session content • Read pages 49 – 52 from the Learner Resource Manual highlighting the information being read • Complete Chapter 1- Review Questions 3 (Page 52) students are to complete this activity answering the questions individually • As a class discuss the possible answers to each of the questions • Give the students the correct answers and the reasoning for them • Address any further final questions or clarifications for students 7 3- 4 • Revision of all content • Introduction • Manage conflict • Identify conflict situations • Conflict • Difficult or complex customer complaints • Disputes or arguments among work colleagues • Drug or alcohol affected persons • Ejection from premises and refusal of entry • Human resources issues • Misunderstandings or communication barriers • Problems or faults with a service or product • Customers or colleagues • Internal / external customers • Suppliers • workmates • Situations • Customers refusing to leave • People with guns or arms • Drug or alcohol affected persons • Situations where someone has or may be • Revision and review of all content presented as part of SITXCOM401– Manage conflict Use the content in the left hand column as a checklist to ensure that you revise over all key content and topics coved as part of this unit. • Complete summary notes of manage conflict • Complete revision activities IVET Institute session plan Approved by the CEO This document is the property of the IVET institute Copyright IVET Institute hurt • Resources • Counsellors • Security staff • Mediators • Police • Resolve conflict • Conflict resolution techniques • Appropriate communication skills • Negotiating • Assertiveness • Active listening • Language style • Resolving conflict • Policies and constraints • Organisational policy on refunds or exchanges • Costs and budgets • Disputes • Staff grievances • Evaluate conflicts and resolutions • Causes of workplace conflict • Changes to practices and procedures • Complaints • Poor communication • Lack of information • Lack of empathy • Cultural misunderstandings 8 70 Mins 4 - 5 • Written Assessment • Observation • Student to complete two forms of assessment provided by the IVET Institute.


Price: £ 79

100% Plagiarism Free & Custom Written, Tailored to your instructions

Leave your Comments


Can't read the image? click here to refresh