SITXCOM005

Application

This unit describes the performance outcomes, skills and knowledge required to resolve complex or escalated complaints and disputes with internal and external customers and colleagues. It requires the ability to use effective conflict resolution techniques and communication skills to manage conflict and develop solutions. It does not cover formal negotiation, counselling or mediation.

The unit applies to all tourism, travel, hospitality and event sectors.

The unit applies mainly to senior operational personnel, supervisors and managers who operate with some level of independence and use discretion and judgement to resolve conflicts.

Unit mapping information

SITXCOM401 Manage conflict

Licensing, legislative, regulatory or certification requirements

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Foundation skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit sector or competency field

Cross-Sector—Communication and Teamwork

Prerequisite, co-requisite or interdependent assessment of units

Not applicable

Assessment conditions

Skills must be demonstrated in an operational tourism, travel, hospitality or events environment where conflicts occur. This can be:

• an industry workplace
• a simulated industry environment

Assessment must ensure access to:

• current commercial policies and procedures for complaint, conflict and dispute resolution
• internal and external customers and colleagues with whom the individual can interact to resolve conflicts; these can be:

  • customers in an industry workplace who are assisted by the individual during the assessment process; or

  • individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.