Instructions to Learner
Assessment instructions
Overview
Prior to commencing the assessments, your trainer/assessor will explain each assessment task and the terms and conditions relating to the submission of your assessment task. Please consult with your trainer/assessor if you are unsure of any questions. It is important that you understand and adhere to the terms and conditions, and address fully each assessment task. If any assessment task is not fully addressed, then your assessment task will be returned to you for resubmission. Your trainer/assessor will remain available to support you throughout the assessment process.
Written work
Assessment tasks are used to measure your understanding and underpinning skills and knowledge of the overall unit of competency. When undertaking any written assessment tasks, please ensure that you address the following criteria:
Address each question including any sub-points
Demonstrate that you have researched the topic thoroughly
Cover the topic in a logical, structured manner
Your assessment tasks are well presented, well referenced and word processed
Your assessment tasks include your full legal name on each and every page.
Active participation
It is a condition of enrolment that you actively participate in your studies. Active participation is completing all the assessment tasks on time.
Plagiarism
Plagiarism is taking and using someone else’s thoughts, writings or inventions and representing them as your own. Plagiarism is a serious act and may result in a learner’s exclusion from a course. When you have any doubts about including the work of other authors in your assessment, please consult your trainer/assessor. The following list outlines some of the activities for which a learner can be accused of plagiarism:
Presenting any work by another individual as one’s own unintentionally
Handing in assessments markedly similar to or copied from another learner
Presenting the work of another individual or group as their own work
Handing in assessments without the adequate acknowledgement of sources used, including assessments taken totally or in part from the internet.
If it is identified that you have plagiarised within your assessment, then a meeting will be organised to discuss this with you, and further action may be taken accordingly.
Collusion
Collusion is the presentation by a learner of an assignment as their own that is, in fact, the result in whole or in part of unauthorised collaboration with another person or persons. Collusion involves the cooperation of two or more learners in plagiarism or other forms of academic misconduct and, as such, both parties are subject to disciplinary action. Collusion or copying from other learners is not permitted and will result in a “0” grade and NYC.
Assessments must be typed using document software such as (or similar to) MS Office. Handwritten assessments will not be accepted (unless, prior written confirmation is provided by the trainer/assessor to confirm).
Competency outcome
There are two outcomes of assessments: S = Satisfactory and NS = Not Satisfactory (requires more training and experience).
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Once the learner has satisfactorily completed all the tasks for this module the learner will be awarded “Competent” (C) or “Not yet Competent” (NYC) for the relevant unit of competency.
If you are deemed “Not Yet Competent” you will be provided with feedback from your assessor and will be given another chance to resubmit your assessment task(s). If you are still deemed as “Not Yet Competent” you will be required to re-enrol in the unit of competency.
Additional evidence
If we, at our sole discretion, determine that we require additional or alternative information/evidence in order to determine competency, you must provide us with such information/evidence, subject to privacy and confidentiality issues. We retain this right at any time, including after submission of your assessments.
Confidentiality
We will treat anything, including information about your job, workplace, employer, with strict confidence, in accordance with the law. However, you are responsible for ensuring that you do not provide us with anything regarding any third party including your employer, colleagues and others, that they do not consent to the disclosure of. While we may ask you to provide information or details about aspects of your employer and workplace, you are responsible for obtaining necessary consents and ensuring that privacy rights and confidentiality obligations are not breached by you in supplying us with such information.
Assessment appeals process
If you feel that you have been unfairly treated during your assessment, and you are not happy with your assessment and/or the outcome as a result of that treatment, you have the right to lodge an appeal. You must first discuss the issue with your trainer/assessor. If you would like to proceed further with the request after discussions with your trainer/assessor, you need to lodge your appeal to the course coordinator, in writing, outlining the reason(s) for the appeal.
Recognised prior learning
Candidates will be able to have their previous experience or expertise recognised on request.
Special needs
Candidates with special needs should notify their trainer/assessor to request any required adjustments as soon as possible. This will enable the trainer/assessor to address the identified needs immediately.
Authenticity
Students are required to sign the Assessment Cover sheet, indicating that the work they have submitted for assessment is their own.
Practical tasks and clinic observations by the assessor during placement visits ensure that the assessor sees the student demonstrating the skills and knowledge required of this unit.
Supervisor reports (where applicable) require clinic supervisors to sign that they have observed the student undertaking the tasks detailed in the checklist
Reasonable adjustment
A legislation and regulatory framework underpins and supports the delivery of vocational education and training across Australia. Under this framework, providers of vocational education and training must take steps to ensure that learners with recognised disabilities can access and participate in education and training on the same basis as learners without disabilities. Sometimes reasonable adjustments are made to the learning environment, training delivery, learning resources and / or assessment tasks to accommodate the particular needs of a learner with a disability. An adjustment is reasonable if it can accommodate the learner’s particular needs, while also taking into account such as the views of the learner, the potential effect of the adjustment on the learner and others, the cost and benefits of making the adjustment.
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Adjustment must:
Be discussed and agreed to by the learner with a disability
Benefit the learner with a disability
Maintain the competency standards
Be reasonable to expect in a workplace.
Adjustments are not required if they could
Cause the RTO unjustifiable hardship.
Harm other learners.
Making reasonable adjustments requires MIA to balance the need for change with the expense or effort involved in making this change. If an adjustment requires a disproportionately high expenditure or disruption it is not likely to be reasonable.
Some examples of reasonable adjustments that could be made for the assessments in this workbook include:
Verbal responses to written activities (such as question and answers tasks and case studies).
Conducting assessor clinic observations via Skype or other video format (for example, in cases of students in remote areas).
Rescheduling assessor observation in the event that clinic conditions may not be suitable for example, safety concerns, required resources not being available, lack of appropriate clients on the day, etc.
Providing students with large – print copies of the Student Workbook.
Record any reasonable adjustments made in the space provided in the relevant task’s checklist and in the assessment record.
Assessment requirements
Assessment can either be:
Direct observation
Product-based methods e.g. reports, role plays, work samples
Portfolios – annotated and validated
Questioning
Third party evidence.
If submitting third party evidence, the Third Party Observation/Demonstration document must be completed by the agreed third party.
Third parties can be:
Supervisors
Trainers
Team members
Clients
Consumers.
The third party observation must be submitted to your trainer/assessor, as directed.
The third party observation is to be used by the assessor to assist them in determining competency.
The assessment activities in this workbook assess aspects of all the elements, performance criteria, skills and knowledge and performance requirements of the unit of competency.
To demonstrate competence in this unit you must undertake all activities in this workbook and have them deemed satisfactory by the assessor. If you do not answer some questions or perform certain tasks, and therefore you are deemed to be Not Yet Competent, your trainer/assessor may ask you supplementary questions to determine your competence. Once you have demonstrated the required level of performance, you will be deemed competent in this unit.
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Should you still be deemed Not Yet Competent, you will have the opportunity to resubmit your assessments or appeal the result.
As part of the assessment process, all learners must abide by any relevant assessment policies as provided during induction.
If you feel you are not yet ready to be assessed or that this assessment is unfair, please contact your assessor to discuss your options. You have the right to formally appeal any outcome and, if you wish to do so, discuss this with your trainer/assessor.
Observation/Demonstration
Throughout this unit, you will be expected to show your competency of the elements through observations or demonstrations. Your trainer/assessor will have a list of demonstrations you must complete or tasks to be observed. The observations and demonstrations will be completed as well as the activities found in this workbook.
An explanation of observations and demonstrations:
Observation is on-the-job
The observation will usually require:
Performing a work based skill or task
Interaction with colleagues and/or customers.
Demonstration is off-the-job
A demonstration will require:
Performing a skill or task that is asked of you
Undertaking a simulation exercise.
Your trainer/assessor will inform you of which one of the above they would like you to do. The observation/demonstration will cover one of the unit’s elements.
The observation/demonstration will take place either in the workplace or the training environment, depending on the task to be undertaken and whether it is an observation or demonstration. Your trainer/assessor will ensure you are provided with the correct equipment and/or materials to complete the task. They will also inform you of how long you have to complete the task.
You should be able to demonstrate the skills, knowledge and performance criteria required for competency in this unit, as seen in the Learner Guide.
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Third Party Guide
You should supply details of the third party to the assessor before you commence the activities (see below), unless the assessor has already selected a third party themselves. The assessor can then contact the third party in instances where they require more evidence to determine competency, or they cannot observe certain tasks themselves.
The reasons to use a third party may include:
Assessment is required in the workplace
Where there are health and safety issues related to observation
Patient confidentiality and privacy issues are involved.
If you are not employed, or able to complete demonstrative tasks in the workplace, you will need to inform the assessor. They will be able to provide you with a simulated environment in which to complete these tasks.
We would prefer that, wherever possible, these be “live” issues for your industry and require application of the principles that you are learning as part of your training. Where this is not possible, you and your third party should simulate the activity tasks and demonstrations that you believe would be likely to arise in your organisation or job role.
Third party evidence can also be used to provide “everyday evidence” of tasks included in your work role that relate to the unit of competency but are not a part of the formal assessment process.
The third party is not to be used as a co-assessor – the assessor must make the final decision on competency themselves.
Documents relevant to collection of third party evidence are included in the Third Party section in the Observations/Demonstrations document.
Third party details (required information from the learner)
A third party may be required for observations or demonstrations; please provide details below of your nominated third party and obtain their signature to confirm their agreement to participate. This information will be required by your trainer/assessor in advance of arranging any future observations or demonstrations.
Third party name: __________________________________________________
Position of third party: __________________________________________________
Telephone number: __________________________________________________
Email address: __________________________________________________
Declaration for nominated third party
I declare my intention to act as third party for (learner’s name here) ______________
Third party signature: _________________________ Date: _______
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Assessment Cover Sheet
Students: Please fill out this cover sheet clearly and accurately for this student workbook. Make sure you have kept a copy of your work.
Student Name:
Unique Student Identifier (USI):
Email:
Units:
SITXCOM005 Manage conflict
Trainer/Assessor Name:
Due Date:
Declaration:
I declare that:
• These tasks are my own work
• None of this work has been completed by any other person
• No part of these tasks has been copied from another person’s work, except where document or work is listed/ referenced.
• I understand that if I am found to be in breach of policy, disciplinary action may be taken against me
Student’s Signature:
Date of Submission:
Student feedback/comments:
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Assessment Record
Trainer/Assessor Marking Section
Student Name:
Unit Name:
SITXCOM005 Manage conflict
Circle result
Activities and Written Questions
Satisfactory
Not Yet Satisfactory
Section A: Skills Activity
Satisfactory
Not Yet Satisfactory
Section B: Knowledge Activity (Q & A)
Satisfactory
Not Yet Satisfactory
Section C: Performance Activity
Satisfactory
Not Yet Satisfactory
The Student’s overall result was:
Competent
Not Yet Competent
Trainer/Assessor Comments/Feedback
Feedback Section A
Feedback Section B
Feedback Section C
Reasonable adjustments provided to the candidate List and explain in detail
Assessor’s Signature:
Date:
Student has received feedback for the above unit from trainer/assessor
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Performance Criteria
ELEMENTS
PERFORMANCE CRITERIA
Elements describe the essential outcomes.
Performance criteria describe the performance needed to demonstrate achievement of the element.
- 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 - Resolve conflict
2.1 Establish and agree on the nature and details of conflict with all parties and assess impact
2.2 Manage conflict within scope of own role and responsibilities, and according to organisational procedures
2.3 Take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required
2.4 Identify and evaluate impact of conflict on business reputation and legal liability
2.5 Evaluate options to resolve the conflict, taking into account organisational policies and constraints
2.6 Implement the best solution and complete required reports - Evaluate conflict resolution
3.1 Communicate with parties involved to seek and provide feedback on conflict and its resolution
3.2 Evaluate and reflect on the conflict and effectiveness of the solution
3.3 Determine possible causes of workplace conflict and provide input for workplace enhancement and improvements
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ACTIVITIES AND WRITTEN QUESTIONS
Complete the following activities individually or in a group (as applicable to the specific activity and the assessment environment).
Where applicable, a signed observation by either an approved third party or the assessor will need to be included in these activities as proof of completion.
Activity 1A
Estimated Time
25 Minutes
Objective
To provide you with an opportunity to identify potential for conflict and take swift and tactful action to prevent escalation.
Identify five signs of potential conflict in the workplace.
Identify three ways of preventing the escalation of workplace conflict.
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Activity 1B
Estimated Time
25 Minutes
Objective
To provide you with an opportunity to identify situations where personal safety of customers or colleagues may be threatened and organise appropriate assistance.
Identify five signs of threatening behaviour in the workplace.
Which rules should be followed when there is a significant risk to personal safety in the workplace?
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Activity 1C
Estimated Time
45 Minutes
Objective
To provide you with an opportunity to identify and use resources to assist in managing conflict.
Outline the ways in which the following resources can assist you when it comes to the management of workplace conflict
Counsellors
Internal security staff
Mediators
Other staff members
Police
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Activity 2A
Estimated Time
1 to 2 Hours
Objective
To provide you with an opportunity to establish and agree on the nature and details of conflict with all parties and assess impact.
This is a practical activity which will require you to establish and agree on the nature of a conflict that has occurred in your workplace. It will be necessary to hold discussions with the respective parties and find out about their perspectives. The interest-based relational approach may be used for the identification of conflict causes. You should record all of the key details and outline the potential causes of the conflict.
Identify four negative impacts that conflict may have upon your organisation.
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Activity 2B
Estimated Time
45 Minutes
Objective
To provide you with an opportunity to manage conflict within scope of own role and responsibilities, and according to organisational procedures.
Imagine that a customer has become intoxicated and is acting in an aggressive manner. How should you respond to this situation in accordance with the scope of your own role and responsibilities?
Identify five types of procedures that apply to the management of conflict within your organisation.
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Activity 2C
Estimated Time
45 Minutes
Objective
To provide you with an opportunity to take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required.
Outline five strategies that can be used during the conflict resolution process.
Identify five impact factors which will have a bearing on your ability to resolve workplace conflict.
Why might assistance be required when attempting to deal with conflict and which options are available to you?
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Activity 2D
Estimated Time
25 Minutes
Objective
To provide you with an opportunity to identify and evaluate impact of conflict on business reputation and legal liability.
Identify five ways in which the management of conflict may affect your business reputation.
Identify four legal requirements that should be met by businesses in the tourism, travel, hospitality, and events industries.
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Activity 2E
Estimated Time
45 Minutes
Objective
To provide you with an opportunity to evaluate options to resolve the conflict, taking into account organisational policies and constraints.
Imagine that you have been given responsibility for managing a conflict between two employees who have different ideas about the adoption of business practices. Outline the steps that you would follow in order to evaluate options for the resolution of this conflict.
Identify five examples of organisational policies and constraints that should be taken into account when evaluating conflict resolution methods.
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Activity 2F
Estimated Time
40 Minutes
Objective
To provide you with an opportunity to implement the best solution and complete required reports.
Detail five steps that should be taken when implementing the conflict resolution process.
Provide five examples of records and reports that should be completed as part of the conflict management process.
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Activity 3A
Estimated Time
25 Minutes
Objective
To provide you with an opportunity to communicate with parties involved to seek and provide feedback on conflict and its resolution.
Identify five communication techniques which may be used during the management of conflict.
Specify five rules that should be followed when providing constructive feedback about the conflict resolution process.
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Activity 3B
Estimated Time
30 Minutes
Objective
To provide you with an opportunity to evaluate and reflect on the conflict and effectiveness of the solution.
What is an organisational debriefing and how can it be used in the review and evaluation of the conflict management process.
Identify five details that should be included in an evaluation report.
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Activity 3C
Estimated Time
30 Minutes
Objective
To provide you with an opportunity to determine possible causes of workplace conflict and provide input for workplace enhancement and improvements.
Identify eight potential causes of workplace conflict.
Why might conflict management workshops and training be arranged by your organisation?
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SUMMATIVE ASSESSMENTS
The summative assessments are the major activities designed to assess your skills, knowledge and performance, as required to show competency in this unit. These activities should be completed after finishing the Learner Guide. You should complete these as stated below and as instructed by your trainer/assessor.
Skills, knowledge and performance may be termed as:
Skills – skill requirements, required skills, essential skills, foundation skills
Knowledge – knowledge requirements, required knowledge, essential knowledge, knowledge evidence
Performance – evidence requirements, critical aspects of assessment, performance evidence.
Section A: Skills Activity
The Skills Activity is designed to be a series of demonstrative tasks that should be assessed by observation (by the assessor or third party, depending on the circumstances).
It will demonstrate all of the skills required for this unit of competency – your assessor will provide further instructions to you, if necessary.
Section B: Knowledge Activity (Q & A)
The Knowledge Activity is designed to be a verbal questionnaire where the assessor asks you a series of questions to confirm your competency for all of the required knowledge in the unit of competency.
Section C: Performance Activity
The Performance Activity is designed to be a practical activity performed either in the workplace or a simulated environment. You should demonstrate the required practical tasks for the unit of competency and be observed by the assessor and/or third party, as applicable to the situation. If the third party is required to observe you, you will need to make the required arrangements with them.
If necessary for the activities, you should attached completed written answers, portfolios or any evidence of competency to this workbook.
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Section A: Skills activity
Objective: To provide you with an opportunity to show you have the required skills for this unit.
This activity will enable you to demonstrate the following skills:
Reading skills to:
Research sources of internal and external assistance to resolve the conflict
Writing skills to:
Prepare reports, noting comprehensive details of the conflict, the parties involved, discussions with all parties and the resolution
Initiative and enterprise skills to:
Consider and suggest changes to workplace practices to avoid future conflict
Teamwork skills to:
Discuss and resolve conflicts between team members
Answer the activity in as much detail as possible, considering your organisational requirements. - This is a practical activity which will require you to resolve a conflict between two or more employees. You will need to research and utilise appropriate sources of internal and external assistance. It will also be necessary to arrange and partake in workplace discussions for successful resolution of the conflict. Finally you will need to prepare a report, noting comprehensive details of the conflict, the parties involved, discussions with all parties, and the resolution.
- This is a practical activity which will require you to consider the details of any conflicts that have happened recently in your workplace. You should analyse the reasons for these conflict and suggest changes to limit the risk of reoccurrence.
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