719941543-SITXCOM010-Student-Assessment-Tasks

.docx

School

Riverside City College *

*We aren’t endorsed by this school

Course

SITXINV001

Subject

Business

Date

May 10, 2024

Type

docx

Pages

28

Uploaded by PrivateSardine3805 on coursehero.com

© Pakenham Institute Pty Ltd |RTO No. 41536 l CRICOS Code: 03941H I Website: www.pakenham.edu.au Unit 2, 66 – 68, Main Street Pakenham VIC 3810 Australia |Phone: 0432 197 654 |Email: admission@pakenham.edu.au Student Assessment Tasks for SITXCOM010 | v1.0 | Last reviewed: Jan 2023 | Not controlled when printed Page 1 of 28 STUDENT ASSESSMENT TASKS SITXCOM010 Manage Conflict Student Name: _________________________________________ Date: / / 20 .
© Pakenham Institute Pty Ltd |RTO No. 41536 l CRICOS Code: 03941H I Website: www.pakenham.edu.au Unit 2, 66 – 68, Main Street Pakenham VIC 3810 Australia |Phone: 0432 197 654 |Email: admission@pakenham.edu.au Student Assessment Tasks for SITXCOM010 | v1.0 | Last reviewed: Jan 2023 | Not controlled when printed Page 2 of 28
Contents Introduction 4 Assessment for this unit 4 Assessment Task 1: Knowledge questions 5 Information for students 5 Questions 6 Assessment Task 1: Checklist 12 Assessment Task 2: Practical task – Role plays 13 Information for students 13 Activities 14 Assessment Task 2: Checklist 19 Final results record 23 © Pakenham Institute Pty Ltd |RTO No. 41536 l CRICOS Code: 03941H I Website: www.pakenham.edu.au Unit 2, 66 – 68, Main Street Pakenham VIC 3810 Australia |Phone: 0432 197 654 |Email: admission@pakenham.edu.au Student Assessment Tasks for SITXCOM010 | v1.0 | Last reviewed: Jan 2023 | Not controlled when printed Page 3 of 28
Introduction Welcome to the Student Assessment Tasks for SITXCOM010 Manage conflict . These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course. Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Hospitality Works Student User Guide . The Student User Guide provides important information for you relating to completing assessment successfully. Assessment for this unit For you to be assessed as competent, you must successfully complete two assessment tasks: Assessment Task 1: Knowledge questions – You must answer all questions correctly. Assessment Task 2: Practical tasks - Role plays – You are required to demonstrate your skills and knowledge by resolving complex or escalated complaints and disputes with internal and external customers and colleagues. You will be required to complete a number of role plays and have your performance observed by the assessor. © Pakenham Institute Pty Ltd |RTO No. 41536 l CRICOS Code: 03941H I Website: www.pakenham.edu.au Unit 2, 66 – 68, Main Street Pakenham VIC 3810 Australia |Phone: 0432 197 654 |Email: admission@pakenham.edu.au Student Assessment Tasks for SITXCOM010 | v1.0 | Last reviewed: Jan 2023 | Not controlled when printed Page 4 of 28
Assessment Task 1: Knowledge questions Information for students Knowledge questions are designed to help you demonstrate the knowledge which you have acquired during the learning phase of this unit. Ensure that you: review the advice to students regarding answering knowledge questions in the Hospitality Works Student User Guide comply with the due date for assessment which your assessor will provide adhere with your RTO’s submission guidelines answer all questions completely and correctly submit work which is original and, where necessary, properly referenced submit a completed cover sheet with your work avoid sharing your answers with other students. Assessment information Information about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide . Refer to the appendix for information on: where this task should be completed the maximum time allowed for completing this assessment task whether or not this task is open-book. Note : You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix B of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that. © Pakenham Institute Pty Ltd |RTO No. 41536 l CRICOS Code: 03941H I Website: www.pakenham.edu.au Unit 2, 66 – 68, Main Street Pakenham VIC 3810 Australia |Phone: 0432 197 654 |Email: admission@pakenham.edu.au Student Assessment Tasks for SITXCOM010 | v1.0 | Last reviewed: Jan 2023 | Not controlled when printed Page 5 of 28 i
Questions Provide answers to all of the questions below. 1. Identify three common warning signs of conflict. Ans 1:Increased tension among team members. 2:Frequent disagreements or arguments. 3:Decreased collaboration and communication. 2. Describe, in your own words, the five stages of conflict. Latent stage Potential for conflict exists but is not yet apparent Perceived stage Individuals recognize the existence of a problem. Felt stage Emotions are triggered, and individuals experience discomfort. Manifest stage Conflict is expressed through overt behavior. © Pakenham Institute Pty Ltd |RTO No. 41536 l CRICOS Code: 03941H I Website: www.pakenham.edu.au Unit 2, 66 – 68, Main Street Pakenham VIC 3810 Australia |Phone: 0432 197 654 |Email: admission@pakenham.edu.au Student Assessment Tasks for SITXCOM010 | v1.0 | Last reviewed: Jan 2023 | Not controlled when printed Page 6 of 28
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
  • Access to all documents
  • Unlimited textbook solutions
  • 24/7 expert homework help