SITXCOM005

Manage conflict
Learner Workbook
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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

Griffin College
RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
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⮚ 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).

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.

Griffin College
RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
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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.

Griffin College
RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
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Activities
Complete the following activities individually or in a group (as applicable to the specific activity
and the assessment environment).

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.
● With Customers
✔ Lack of service or poor service
✔ Expectations not met
✔ Unhygienic conditions
✔ Low comfort levels
✔ Errors with an account
● With Suppliers
✔ Not paying their accounts
✔ Delaying drivers
✔ Changing Suppliers frequently
✔ Not signing for goods received
✔ Late placement of Orders
● With Co-Workers
✔ Pressure of Work
✔ Lack or Bad communication
✔ Prejudices
✔ Ineffective working procedures
✔ Difference in Opinions and/or belief

Identify three ways of preventing the escalation of workplace conflict.

❖ NIPPING IT IN THE BUD-stop the existing problem from growing
❖ Quick identification of the conflict
❖ Taking action to address the identical situation
● With Customers
✔ Observe or Listen properly
✔ Intervene-Enquire
✔ Make an offer to help
● With Colleagues
✔ Think-Plan-Speak with other person properly
✔ Be prepared to hear the feedback
✔ Be prepared to compromise

Griffin College
RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
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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.
✔ Alcohol or illicit drugs consumed persons
✔ People with gun or other weapons
✔ Situations where someone has already hurt
✔ Physical fighting
✔ Verbal arguments-raising voice, threatening
✔ Irritated-throwing objects, raving, smashing/damaging objects

Which rules should be followed when there is a significant risk to personal

safety in the workplace? –HOUSE RULES
✔ Follow the written code of conduct or house policies and procedures
✔ About the way of dressing
✔ Language or Verbal communication ways
✔ Physical behaviour
✔ Identify the situation-Follow the description of action to be taken-
Convey it to the responsible authority
✔ Barring of Customers
✔ Organise assistance

Griffin College
RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
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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

● COUNSELLORS
✔ Might offer useful guidance and recommendations to be
followed
✔ Understands the reason for conflict in a proper way
✔ Bring compromise in between the conflict
● INTERNAL SECURITY STAFF
✔ In case of physical abuse
✔ Can control violent and aggressive behaviour
✔ Escorting those visitors out of the premises.
● MEDIATORS
✔ Suggest appropriate way for resolution
✔ Can bring peace in between two-Compromise
✔ Can suggest the head a suitable solution to prevent further
conflict
✔ Provide guidance
✔ Prioritisation of tasks and restriction of work load
● OTHER STAFF MEMBERS
✔ Set a positive example
✔ Arrange a meeting between the mediator and
employee/customer/supplier
✔ Stop the progression of conflict
✔ Help the mediator in finding a resolution
● POLICE
✔ In case of physical abuse
✔ Act as a mediator
✔ Conducting investigations
✔ Providing enough support
✔ Judicial advises

Griffin College
RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
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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.

✔ Customer Dissatisfaction- Lack of Service or poor service from providers,

inappropriate atmosphere, low comfort levels, mistake made in mind,
unacceptable behaviour etc…
✔ Supplier dissatisfaction- Not being there on time, not giving receipts,
not putting signature wherever necessary, considering them inferior
etc…
✔ Co-Worker Dissatisfaction- Absence of team-work ability, improper
leadership, prejudices, pride etc…

Identify four negative impacts that conflict may have upon your organisation.

⮚ Absence of team-work: Create a bad employee

⮚ Not considering the customer as the king: Lack of Business
⮚ Not Keeping all employees together in happy mind: Conflict in between
⮚ Management/Administration level difference in opinions: Employees
turning against the management
⮚ Not giving proper remuneration: Works half done with half mind

Griffin College
RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
 Page | 8

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?

✔ Thank him for arising the feedback

✔ Listen to his/her problem clearly
✔ Collect information required
✔ Make the customer calm by assuring him a satisfactory result
✔ Apologise- take necessary action immediately
✔ Make referrals whenever necessary

Identify five types of procedures that apply to the management of conflict

within your organisation.

● Prevent the progression of the conflict or the reason for conflict

● Be positive or remain calm and attempt for a solution immediately
● Try to bring compromise in between
● Explain-like a mediator-the reason for this situation with proofs like
dates from records, copies of mails etc..
● Make necessary impacts as soon as possible.

Griffin College
RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
 Page | 9

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.
● Approach the situation in a calm manner and realise the case and offer
your assistance
● Explain the case very clearly to them
● Bring up the chances of compromise/negotiations/mediation.
● Prevent physical harassment
● Never raise the sound or enter into any kind of abuse-verbal/physical

Identify five impact factors which will have a bearing on your ability to resolve
workplace conflict.

● Ability to advice or suggest opinions

● Previous experiences
● Keeping the discussions confidential
● Ensure negotiations
● Choosing a safe and neutral environment
● Allow both parties to regain something
● Dialogue instead of monologue
● Meditation and counselling skills

Why might assistance be required when attempting to deal with conflict and
which options are available to you?

● A mediator having previous similar experiences can bring

compromise/negotiations in a neutral environment allowing both
parties to talk and who keeps those confidentially- can find the
resolution faster
● Manager or Co-Worker(Senior) or Counsellor or Police or Company
Advocate (Judicial Support)

Griffin College
RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
 Page | 10

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.

⮚ Employee Absenteeism
⮚ Employee providing no proper service to customer- bad name to
company
⮚ Lack of Employee-Management relationship
⮚ Improper guidance
⮚ Lack of training and awareness to employees
⮚ Loss of business and turnover

Identify four legal requirements that should be met by businesses in the

tourism, travel, hospitality, and events industries.

o Registering a Business name

o Tax requirements-Federal/Central
o State/Local tax requirements
o Permits and Licenses
o Insure your company
o Find and build a work place
o Equip with employees under employee act (with proper salary)
o Follow business laws and regulations
o Keep all records safely

Griffin College
RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
 Page | 11

Activity 2E
Estimated Time 45 Minutes
Objective To provide you with an opportunity to evaluate options to resolve the conflict,
taking into account organizational 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.

✔ Understand the nature of conflict

✔ Encourage them to work it out by themselves
✔ Nip it up in the bud quickly
✔ Listen to both sides
✔ Determine the real issue, together
✔ Find a solution
✔ Execute the resolution
✔ Check for the impact
✔ Write it up
✔ Keep everything confidential

Identify five examples of organisational policies and constraints that should be

taken into account when evaluating conflict resolution methods.

● Including Work, Health and Safety of all employees equally

● Anti-discrimination and
● Use of social media
● Drug and alcohol use
● Use of company property
● Employee performance management and discipline

Griffin College
RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
 Page | 12

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.

Griffin College
RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
 Page | 13

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.

Conflict in the workplace is bound to happen in an environment where people

from different ages, walks of life and working styles come together. Workplace
conflict can lower productivity and lower morale in the office. In order to combat
workplace conflict, it’s important to find what’s causing the problem and then
address the problem through proper communication techniques.

Communication techniques used in conflict

● Recognition of non-verbal signs

● Questioning and listening

● Cooperative language

● Appropriate use of emotions, voice and body language

● Constructive feedback

● Reflection

Specify five rules that should be followed when providing constructive feedback
about the conflict resolution process.

● Using I statements

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RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
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● Addressing the behaviour rather than the individual

● Refer to observations rather than judgements of the behaviour

● Provide people with choices rather than giving direct instructions

● Ensuring that the environment is calm and relaxed when giving feedback

Griffin College
RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
 Page | 15

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.

Debriefing is the procedure that is conducted in psychological research with

human subjects after an experiment or study has been concluded. It involves a
structured or semi structured interview between the researcher and the subjects
whereby all elements of the study are discussed in detail.A debriefing allows staff
to develop ways to enhance communication and facilitate teamwork in a crisis.
Another reason a medical debriefing is held is it provides a chance for healthcare
workers to talk about their feelings and work through emotions.
It is a simple, yet powerful tool that enables a team to self-correct, gel as a team,
and enhance their performance. During debriefs, team members reflect upon a
recent experience, discuss what went well and identify opportunities for
improvement.

Identify five details that should be included in an evaluation report.

The evaluation report is the key product of the evaluation process. Its purpose is
to provide a transparent basis for accountability for results, for decision-making
on policies and programmes, for learning, for drawing lessons and for
improvement.

Details included in the evaluation report

⮚ Background

⮚ Dates and times of evaluation

⮚ Reviewers (who took part)

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RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
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⮚ Nature of the process

⮚ Detailed evaluations

⮚ Progress and achievements

⮚ Recommendations

⮚ References

⮚ Appendix

Griffin College
RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
 Page | 17

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.

1. Conflicting Styles
Everyone is an individual with a different personality and a different style of
working. For instance, some people may be more introverted, love to organize,
and pay attention to detail. Still others may be an extrovert, disorganized, leave
things to the last minute, and have no attention to detail. When this occurs, often
conflict will occur.
2. Conflicting Goals
In addition to knowing what the strategic plan is, employees must also
understand the key goals and objectives for the business. If these are not clearly
communicated, employees may have difficulty understanding what’s important
and what’s not.
3. Conflicting Values
Communicating agreed values to all employees is equally as important as
communicating the strategic plan, business goals and objectives. Consider
company values as a guiding light or moral compass for all decision making.
Behavior should not be in conflict with communicated values. For example, if
teamwork is a value, then this should be the basis of working together to achieve
business goals and objectives.
4. Conflicting Policies
Most businesses have a set of rules or policies to guide people in the business. As
with all policies and procedures, they need to be constantly reviewed and
updated, depending on external forces such as changes in technology, changes in
leadership, business growth, or downsizing.
5. Conflicting Pressures
Employees often must depend on each other to get work done and work together
as a team. Conflicting pressures is often a result of poor planning or poor time
management.

Conflict can arise when an employee is asked to complete something by a certain

deadline that interferes with another deadline.

6. Conflicting Resources
For all employees to do their job well, they all need access to resources. This
might be help from colleagues, money for equipment, access to workrooms or
meeting rooms. Conflict can occur when more than one person needs access to a
particular resource.

Proper planning and communication can help avoid this type of conflict.

7. Conflicting Perceptions
We all have a different view of the world, depending on how you were brought
up, the people you meet, and what you read and believe. Perceptions are reality,
and differences in perception can cause conflict in the workplace. Differing

Griffin College
RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
 Page | 18

perceptions, values, and cultural norms regarding an issue causes conflict,

particularly in a multi-cultural society.

8. Conflicting Roles

Sometimes, your employees may have to perform a task that’s outside their
normal role or responsibilities. Some employees take “ownership” of a role and
don’t like it if someone else steps into their shoes. If this happens, then a power
struggle can occur causing conflict.

Power struggles pertaining to status, ego, recognition, and self-worth can also
cause conflict. Misuse of power, bullying behavior, and feelings of injustice over
real or perceived unfair treatment also is a source of conflict

Why might conflict management workshops and training be arranged by your

organisation?

Conflict management plays a very important role at workplaces to prevent

conflicts and for the employees to concentrate on their work. The team leaders
must ensure that the roles and responsibilities of each and every employee are
clearly passed on to them.
The aim of conflict management training is to introduce practical conflict
resolution techniques and strategies that managers and team leaders can
effectively utilise when managing conflict in the workplace. It should build on
previous training, skills and knowledge of effective performance management.

Griffin College
RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
 Page | 19

Griffin College
RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
 Page | 20

Summative Assessments
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.

1. 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.

2. 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.

Griffin College
RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
 Page | 21

Section B: Knowledge activity (Q & A)

Answer each question in as much detail as possible, considering your organisational requirements
for each one.

1. Can you give five examples and causes of conflict that are commonly encountered in the
tourism, travel, hospitality and event industries?

1. Can you identify five signs of potential conflict in the workplace?

2. Can you describe five stages of conflict in the workplace?

3. Can you identify three levels of workplace conflict?

4. Can you identify four potential results of conflict in the workplace?

5. Can you identify four ways of demonstrating assertiveness when dealing with workplace
conflict?

6. Can you identify three communication techniques that can be used for the effective resolution
of conflict?

7. Can you identify four resources that can assist in the management of workplace conflict?

8. Can you identify four communication skills that should be used when dealing with conflict
situations?

9. Which of your organisational policies and procedures relate to complaint, conflict, and dispute
resolution?

Griffin College
RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
 Page | 22

Section C: Performance activity

Objective: To provide you with an opportunity to demonstrate the required performance
elements for this unit.

1. This is an ongoing practical activity which will require you to resolve escalated complaints or
disputes with customers in relation to at least three of the following matters.

⮚ Delays or poor timing of product or service supply

⮚ Incorrect pricing of product or service
⮚ Delays or errors in providing product or service
⮚ Misunderstanding of customer request or communication barrier
⮚ Problem or fault with product or service
⮚ Refused entry or ejection from premises

You will need to use a range of conflict resolution techniques and communication skills in
order to deal with the different situations.

2. This is an ongoing practical activity which will require you to resolve team member disputes in
relation to at least two of the following complex matters.

⮚ Dispute or argument among work colleagues

⮚ Job duties or rosters
⮚ Lack of competence
⮚ Worker mistake
⮚ Dismissal
⮚ Cultural misunderstanding

You will need to use a range of conflict-resolution techniques and communication skills in
order to successfully address the workplace issues.

3. This is an ongoing practical activity which will require you to take appropriate action in
response to at least two of the following threat or conflict situations.

⮚ Customer refusing to leave or be pacified

⮚ Drug or alcohol-affected person
⮚ Person who appears to be violent or are threatening
⮚ People involved in physical violence
⮚ Person with gun or arms
⮚ Situation where someone has been or may be hurt

You will need to use a range of conflict-resolution techniques and communication skills when
in order to successfully resolve the different situations.

Competency record to be completed by assessor

This should be used by the trainer/assessor to document the learner’s skills, knowledge and
performance as relevant to the overall unit. Indicate in the table below if the learner is deemed
competent or not yet competent for the unit or if reassessment is required.

Griffin College
RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019
 Page | 23

Learner’s name

Assessor’s name

Unit of Competence
(Code and Title)

Date(s) of assessment

Has the learner completed all required assessments to a satisfactory standard? Yes No
(Please circle)

Has sufficient evidence and information been provided by the learner to prove Yes No
their competency across the entire unit? (Please circle)

The learner has been assessed as competent in the elements and performance criteria and the
evidence has been presented as:

Authentic Yes No
(Please circle)

Valid Yes No
(Please circle)

Reliable Yes No
(Please circle)

Current Yes No
(Please circle)

Sufficient Yes No
(Please circle)

Learner is deemed: Not yet competent Competent

If not yet competent, date for re-assessment:

Learner’s signature

Assessor’s signature

Griffin College
RTO: 41501
CRICOS: 03505F SIT50416-Dip of Hospitality Management
SITXCOM005-Manage conflict V-2 Aug 2019