SITXCOM005 Manage conflict

Full Name: Sakshi

Student ID: ANIe210044

SITXCOM005 Manage conflict

Assessment Task Assessment Overview

method

Assessment Task 1: Questions and Students must correctly answer all questions
Written questions answers in this task to show that they understand the
knowledge required of this unit.

Assessment Task 2: Role play and Students are required to complete six role
Role plays observation plays to demonstrate their communication,
complaints resolution and conflict
management techniques.

Assessment Task 3: Evaluation report Students are required to send an evaluation

Evaluation report to management.

TASK SUMMARY
You must answer all questions below correctly.

RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK:

 Access to textbooks and other learning materials
 Access to a computer, printer, Internet, and email software (if required)
 Access to Microsoft Word (or a similar program).

WHEN AND WHERE IS THIS TASK TO BE COMPLETED?

 This task may be done in your own time as homework, or you may be given time to do this task in
class (where applicable).
 Your assessor will provide you with the due date for this assessment.

WHAT HAPPENS IF I GET SOMETHING WRONG?

If your assessor marks any of your answers as incorrect, they will make arrangements with you about
resubmission. Your assessor may ask you some questions verbally to check your understanding, or
you may need to provide new written responses to the questions that were answered incorrectly. Your
assessor will give you a due date by which this must be provided.

STUDENT INSTRUCTIONS FOR TASK 1

 This is an open book test – you can use your learning materials as reference.
 You must answer all questions in this task correctly.
 You must answer the questions by typing your answers in Microsoft Word or a similar program –
your assessor will advise as to whether you must email them your completed assessment, submit
the file on a USB drive or hand in a hard copy. If there are tables included in your task that you
need to fill out, you may choose to recreate them in a word processing application. If you have
been provided with an electronic version of this booklet, you may prefer to type your answers
directly into the document.
Page 1 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044
WRITTEN ANSWER QUESTION GUIDANCE
The following written questions may use a range of ‘instructional words’, such as ‘identify’ or ‘explain’.
These words will guide you as to how you should answer the question. Some questions will also tell
you how many answers you need to give – for example, ‘Describe three strategies…’.
 Discuss – when a question asks you to ‘discuss’, you are required to point out important issues or
features and express some form of critical judgment. Generally, you are expected to write a
response of one or two paragraphs in length.
 Describe – when a question asks you to ‘describe’, you will need to state the most noticeable
qualities or features. Generally, you are expected to write a response of two or three sentences in
length.
 Explain – when a question asks you to ‘explain’, you will need to make clear how or why
something happened or the way it is. Generally, you are expected to write a response of two or
three sentences in length.
 List – when a question asks you to ‘list’, this means you will need to briefly state information in a
list format, often with a specific number of items indicated.

ASSESSMENT TASK 1: WRITTEN QUESTIONS

QUESTION 1
List three signs that there may be conflict between work colleagues.
ANSWER:

1 Decrease in Productivity

2 Quality Issues.

3 High Turnover. The average turnover rate is 16%.

4 Excessive Absenteeism. ..
5

QUESTION 2
In terms of conflict theory, briefly describe the following stages:
a) Latent stage:
ANSWER:

A contention has an early calm stage. In compromise hypothesis it is known as the dormant
stage, which means the members are not yet mindful of the contention, yet there might be
covered up dissatisfactions and they might surface whenever. Once in a while these
fermenting or covered contentions never track down their direction to the outdoors

Page 2 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044
b) Perceived stage:
ANSWER:

The "Apparent Stage" is the point at which individuals engaged with a contention become
completely mindful that there is a contention, so the table has now been made mindful and
griped to the board. The executives will currently head toward talk with the representative
with regards to it.

c) Felt stage:
ANSWER:

The felt phase of contention focuses on feelings becoming an integral factor for
impacted gatherings. At the end of the day, two individuals know that they're having a
contention in the working environment. It adds to sensations of pressure, stress, and
tension.

d) Manifest stage:
ANSWER:
Show struggle is the stage when the two gatherings participate in practices which inspire
reactions from one another. The most clear of these reactions are open animosity,
detachment, damage, withdrawal and ideal dutifulness to rules.

e) Aftermath stage:
ANSWER:

The last stage is the "Result Stage," which happens when there is some result of the contention,
for example, a goal to, or disintegration of, the issue. At the point when the supervisor remedies
the error with the client and finds a way suitable ways to guarantee the waiter is more cautious
later on.

QUESTION 3
In relation to conflict theory, what are three levels of conflict that can exist within an organisation?
ANSWER:

1 Task conflict

2 Relationship conflict

3 Value conflict

QUESTION 4
What may be contributing factors to conflict in a workplace? Describe three factors.
ANSWER:

1 Poor communication

2 Personal differences

Page 3 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044
3 Misunderstandings

QUESTION 5
In relation to conflict theory, what are three possible results of conflict that can exist within an
organisation?
ANSWER:

1 Decrease in productivity

2 Mental health concerns

3 Employee turnover impacts

QUESTION 6
a) Briefly describe the following conflict resolution techniques:
 Assertiveness
 ANSWER:

Being decisive shows that you regard yourself since you're willing to go to bat for your
inclinations and offer your viewpoints and sentiments. It additionally shows that you're
mindful of others' freedoms and able to chip away at settling clashes.

 Negotiation:
b) ANSWER:

An arrangement is an essential conversation that settle an issue such that the two players
see as OK. In an exchange, each party attempts to convince the other to concur with their
perspective. By arranging, all elaborate gatherings attempt to keep away from belligerence
yet consent to arrive at some type of give and take.

c) Briefly describe the following communication techniques:

 Active listening:
 ANSWER:

Undivided attention alludes to an example of listening that keeps you drew in with your
discussion accomplice emphatically. It is the most common way of listening mindfully
while another person talks, rewording and reflecting back the thing is said, and keeping
judgment and counsel.

 Non-verbal gestures:
ANSWER:

Nonverbal correspondence is the transmission of messages or signals through a

nonverbal stage, for example, eye to eye connection, looks, motions, stance, and non-
Page 4 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044
verbal communication. It incorporates the utilization of meaningful gestures, kinesics,
distance and actual conditions/appearance, of voice and of touch.

 Questioning:
ANSWER:

ADDRESSING PROCEDURES – A BUNCH OF STRATEGIES UTILIZED BY INSTRUCTORS

WHEN POSING INQUIRIES, FOR EXAMPLE, STAND BY TIME AND BOB. ... CONSEQUENTLY,
AN INSTRUCTOR'S SCRUTINISING METHODS CAN REPRESENT THE MOMENT OF TRUTH AN
EXAMPLE. WHILE SOME EDUCATING AND LEARNING PROCEDURES ARE NOT DIFFICULT
TO LEARN – ADDRESSING ISN'T ONE OF THEM.

QUESTION 7
Explain when the following persons may need to be involved in conflict situations:
d) Counsellors:
ANSWER:

As advisors we can help customers to foster solid, utilitarian and positive methods for
dealing with stress for distinguishing clashes prone to emerge, the outcomes, just as the
procedures in which customers can valuably deal with their contentions.

e) Internal security staff:

ANSWER:

An inside security boss helps an organisations senior administration with security

matters, manages all security tasks inside a firm and researches security reports and
criminal operations. The boss additionally performs actual reviews of corporate premises
to guarantee adjustment to security rules.

f) Mediators:
ANSWER:

Intervention basically alludes to the method involved with settling struggle in which an
outsider nonpartisan (arbiter), help the disputants to determine their own contention. ...
The questioning gatherings themselves have command over the arrangements to be
reached.

g) Other staff members:

ANSWER:
1. Listen carefully. ...
2. Identify points of agreement and disagreement. ...
3. Prioritise the areas of conflict. ...

Page 5 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044
4. Develop a plan to work on each conflict. ...

h) Police:
ANSWER:

offer reasonable and fair types of assistance to the local area • keep up with public trust in
policing • execute debasement opposition methodologies • adequately manage claims of
inclination/wrongdoing.

i) Senior staff:
ANSWER:

Refereeing is a continuous work obligation of a pioneer. Creating abilities in overseeing

struggle in the working environment through mindfulness, correspondence, regard, and
appreciation for other people, range of abilities are significant parts of the pioneer's job in
guaranteeing struggle is overseen and hierarchical objectives are focused on.

QUESTION 8
What are possible types of conflict in the tourism, travel, hospitality and event industries and their
typical causes? Discuss three.
ANSWER:
1 Cultural conflicts occur regularly at different levels and between different interest groups
in tourism

2 Environmental conflict is a subset of the larger category of public conflicts involving

issues such as health and health care, race and ethnic- ity, economic development, and
governance.

3 Information conflicts arise when people have different or insufficient information, or

disagree over what data is relevant.

4
5

Question 9
Choose a cultural group you have had dealings with before and answer the following questions:
j) What is the cultural group you have chosen and why?
k)

Page 6 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044
ANSWER: A cultural group is defined simply as a collection of individuals
who share a core set of beliefs, patterns of behavior, and values. The
groups may be large or small, but they are identified by their ways of
thinking and behaving. All cultural groups are marked by intragroup
variation. I choose Indian culture because I love their festivals and rituals
etc.
Discuss the customary greetings, farewells and conversation of this cultural group.
ANSWER:
 Air kiss on the cheek. ...
 Rub noses (and sometimes foreheads) ...
 Shake hands. ...
 Clap your hands. ...
 Put your hand on your heart.

l) Discuss the body language and body gestures associated with this cultural group.
ANSWER:

Habit of nodding and shaking heads is have been culturally ingrained in

Indians. The nodding gesture where the head is moved up and down or
sometimes diagonally tilted to and fro shows approval. It usually means
acceptance or acknowledgement, 'yes', 'hmm', 'okay' and 'got it'.

m) Discuss the formality (or informality) of language associated with this cultural group.
ANSWER:

They are also very friendly to strangers. They smile every time they start I will speak informally.

QUESTION 10
List three organisational policies, procedures or records that relate to complaints, conflict and dispute
resolution.

ANSWER:
 Promote open communication at all levels. ...
 Empower employees to talk it out first. ...
 Encourage employees to alert supervisors as needed. ...
 Know when to get HR involved. ...
 Address employee conflict – even when it's not reported.

Page 7 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044

Assessment Task 2: Role plays

Role Play 1: Wrong order
While managing the shift this service period you notice that one of your staff, Susan, is
looking very red faced and flustered at one of her tables and a man sitting at the table does
not look impressed. She discreetly motion to her with a hand signal to come over. Susan is
flustered as you are very sure that you heard the order correctly. Explain all of this to your
manager and the fact that the man at the table has requested to speak to them directly.
Instructions for the person playing Susan:
You have taken the order at table 9 and you are very sure they ordered three steak and kidney pies
and two chicken parmas with chips; but the customer has informed you when you brought the meals
that he ordered two steak and kidney pies and three chicken parmas. You have apologised to the
customer and told him that you will correct the order right away and have gone to remove the extra
steak and kidney pie, but he tells you that his group is in a hurry to get to a concert and he doesn’t
have time to wait another 20 minutes for the extra meal to arrive. You have offered that the customer
receive the steak and kidney pie at no cost, and a beer or house wine at no extra cost to apologise for
the inconvenience of the wrong meal being brought to the table; but he replied that he is offended that
you would only offer the one meal and drink for free and he would like to speak with your manager
immediately.
Role Play Script: (please write down the script here)
Manager Manager: What's wrong? Why are you so nervous?
Susan At Table 9, I three steak and kidney pies and two chicken parmas with
chips; and I'm sure they got the order correctly, but the customer said
they ordered Two steaks, kidney patties and three chicken Parmas.
Manager Okay! Would you like to prepare this order again?
Susan I offered him an extra meal for free and ordered it again, but he did. He
refused to accept the offer. He said he wanted to meet you and talk with
you
Manager okay i am going for meet the customer. We really apologize on behalf
of the staff. I make sure you are running your service correctly
Customer She made the wrong order
Manager Don’t worry sir, his food will no charge and furthermore I will help
you in all things.
Customer Yes, that fines
Manager Thank you sir

 Identify and evaluate the impact of the scenario on the business’s reputation and legal liability.

Hit enterprises reputation and leave a bad impact. Also, a poor example of skills

 How would you follow up with the customer from the role play to ensure their satisfaction with the
resolution of their complaint?
ANSWER:
Page 8 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044

 Apologise to customer by waitress and supervisor. Remove item from the bill and
give them a voucher of 10% off on their next meal to encourage them come back.


Written reflection:
Customer is not satisfied to the service. Manager and Susan are apologize for the
mistake for giving the wrong and it is provide food will no charge and also I will assist
you in everything

Play the role and write into the word documentation and submit to the assessor
The complaint are register against

Complaint Register:

Date: Nature of Name of Phone Details of Outcome: Employees Handled

complaint: customer: number complaint: involved: by:
and/or
email
address:

22/11/202 Give the Sakshi 0 434 Give the Not Susan Susan
1 wrong 296 wrong satisfied
Order 1684 order with the
two steak services
and
kidney
pies and
three
chicken
parmas

Champion’s Sports Bar Customer Service – Incident report form

Date: 22-11-2021
Reported by: Susan Position: Customer Service

Page 9 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044
Reported to: Daman Position: manager

Details of incident: customer are ordered for three steak and kidney pies and two chicken
parmas with chips but later informed that he ordered two steak and kidney pies and three
chicken parmas.
Outcome of situation: customer are not satisfied with the service

Any further action to be taken: need to talk with hotel manager

Signature: Susan Date: 22-11-2021

Role Play 2: Roster dispute

One of your employees named Chris tells you that he was rostered to work this Saturday night but he
swapped with Melissa two weeks ago as he has an important family gathering to attend. He has
already filled in for Melissa’s Friday night shift last week and the roster was updated when the request
was made and approved. Chris however tells you that Melissa has told him this morning that she can
no longer fill his shift for him and he is very upset. It is now Thursday evening.
This is an extract from the employee’s handbook:
“All employees are required to give at least five days’ notice of not being able to work their
rostered shift so it can be assigned to another employee, unless the employee is affected by an
emergency situation in which case the employee is required to notify their manager as soon
as is reasonably possible. Failure to notify the manager within a reasonable timeframe
without a valid reason or not turning up for a shift may result in disciplinary action.”
Instructions for the person playing the role of Chris:
You are extremely upset with Melissa as you had an arrangement. Express how upset you are with
Melissa to your manager and say “It is irresponsible for her to do this – I worked her shift already on
Friday – and the rosters have been updated – that means it is her shift and her responsibility! I am not
missing my grandmother’s 80th birthday party because of her lack of organisation!”
When you find out that Melissa says she can’t work because her boyfriend is going to be in town, start
laughing and say “What! It’s my grandmother’s 80th birthday! Which is far more important than a
concert!”

Instructions for the person playing the role of Melissa:

You were planning on working the shift this Saturday and you did agree with Chris and swap shifts.
Tell your manager that your boyfriend has surprised you at the last minute and has just arrived in town
this weekend and wants to take you to a concert on Saturday night.
Act as if you don’t really see the seriousness of the situation and you are not really bothered by Chris
being so upset. Say things like “Can’t you just get someone else to do it?” and “I don’t see what the
big deal is.” Begin to come around as your manager helps you to see that it is your responsibility and
it is serious if you miss your shift without proper notice. You need to agree at the end of the role play
that you will work it as it is your responsibility.
After acting upset and irritated for a while, take your lead from the student and calm down
eventually. Do not back down however as you have done the correct thing by making
arrangements early on.
Page 10 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044
Role Play Script: (please write down the script here)
Chris Hii Daman, I arranged to exchange shifts with Melissa on Saturday,
and I did Already did her shift on Friday, but now she doesn't agree to
do my shift!
Daman Hello Melissa. Did Chris agree to help him on Saturday night shift? so
that he attend his grandmother’s birthday?
Melissa yes! But I can't take his shift anymore.
Daman But you have agreed to him that you will take his work and he have
already filled your Friday night shift last week.
Melissa I know!! But sorry sir, this week my boyfriend is coming and it was all
sudden, I can't take his work.
Chris I already worked her shift on Friday-and The roster has been updated-
that is, it's your shift and your responsibility! I am not missing
my grandmother’s 80th birthday party because of her lack of
organisation!
Daman Is that the reason you can't take place of Chris duty
Melissa Yes, sure! If possible, other employees can replace Chris's Duty.
Chris What! It’s my grandmother’s 80th birthday! Which is far more
important than a concert?
Daman I concur with Chris. You should keep your words Melissa
Melissa Okay I do Chris duty

 Identify and evaluate the impact of the scenario on the business’s reputation and legal liability.
ANSWER:
Send wrong messages to staff and reduce trust in others. Such incidents can damage the
organization in the long run. Melissa breaks her promise and Chris is emphasized, but that's not
good

Written reflection

Play the role and write into the complaint register

Complaint Register:

Date: Nature of Name of Phone number Details of Outcome: Employees Handled

complaint: customer: and/or email complaint: involved: by:
address:

27-11- Refuse to Chris 04578544444 Swapped Talked Chris Daman

2021 work shift with with Melissa
Melissa hotel
but she manager
refused and

Page 11 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044

to work problem
on final solved
day out

Champion’s Sports Bar Customer Service – Incident report form

Date: 27/11/2021
Reported by: Chris Position: Staff

Reported to: Daman Position: Manager

Details of incident: For exchange shifts with Melissa on Saturday, and I did Already did
her shift on Friday, but now she doesn't agree to do my shift!
Outcome of situation: talked with the manager and solved the problem Melissa are agree to
doing the duty of chris

Any further action to be taken: not any action to be taken only discuss with both and
problem are solved

Signature: Daman Date: 27/11/2021

Role Play 3: Incorrect bill

While you are busy chatting to a table of customers, Melissa motions to you that she needs to
speak with you.
Instructions for the person playing the role of Melissa:
Go up to your manager (the student) and tell him that you have a customer who has requested
to see you. The customer at table 12 is upset as the bill you brought her was incorrect – she
was not given the two glasses of wine she ordered between 5 and 6 at happy hour prices but
was charged full price instead along with the other glasses of wine she ordered post happy
hour. When you try to apologise and rectify the situation, she immediately says “I want to
speak to your manager!” Accept the student’s offer of whatever he decides is an appropriate
way to deal with the situation and calm down but provide the following feedback: “I noticed
that most of your waiters are quite friendly – mine however was not very friendly and
didn’t smile at me once tonight! Perhaps she needs some lessons in customer service.”
Instructions for the person playing the role of the customer:
Act slightly annoyed (but not aggressive) that you have a problem with the bill and say “I asked her
when I ordered the wine if I should pay for it now as it is happy hour and it might get confusing
on the bill, and he told me that it’s fine and that he would keep track of it on the bill and now I
have been overcharged! So typical. You know, I wasn’t even greeted properly when I walked in
here – I had to wait for such a long time before anyone came to my table!”

Page 12 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044

Role Play Script: (please write down the script here)

Waiter Famesh! Sorry! I made a mistake; I am worried something bad has
happened!
Manager Melissa Melissa calms down, just relax
Waiter Actually, a customer received a wrong bill. She ordered a few drinks
during happy hour but was billed normal charges.
Manager Ok don’t worry! (with smile) I will do something; don’t worry I will
talk to the customers and account manager about this issue.
Waiter I am so sorry, I apologized and tried to explain the situation, but she
claims she wants to Talk to her manager as she thinks the staff who
served her weren't friendly enough.
Manager Alright! I will talk to her

 Identify and evaluate the impact of the scenario on the business’s reputation and legal liability
ANSWER: .

Create a tension and stress in the workspace which could potentially lead to errors, poor planning
and disagreements. Over time, they may create a toxic workplace environment that hinders
employee performance and motivation. As a result, your business will suffer.

There was a mistake because the staff harassed the customer. The restaurant is in charge
of training staff, so it gains the trust of the restaurant.

 How would you follow up with the customer from the role play to ensure their satisfaction with the
resolution of their complaint?
ANSWER:

 We go to our customers and apologize for what happened and unnecessary effort.
The invoice was corrected and a 10% coupon for meals was offered due to the
inconvenience of the next visit. Reassure the customer that it will not happen again

Written reflection
Play the role and write into the word documentation and complaint are register

Complaint Register:

Date: Nature of Name of Phone number Details of Outcome Employee Handle

Page 13 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044

complaint customer and/or email complaint : s d by:

: : address: : involved:

27/11/202 Give the Abc 0462135445 Ordered He is Melissa Daman

1 incorrect 5 drink not
bill during happy
happy with the
hour but service
received
bill for
regular
hours

Champion’s Sports Bar Customer Service – Incident report form

Date: 27/11/2021

Reported by: Melissa Position: Waiter

Reported to: Daman Position: manager

Details of incident: give the customer received a wrong bill. She ordered a few drinks
during happy hour but was billed normal charges
Outcome of situation: customer are not happy with our services

Any further action to be taken: customer want to talk with the manager

Signature: Melissa Date: 27/11/2021

Role Play 4: Friday night blues

One of the kitchen staff, Muhammed, always leaves early on Friday. He follows the Islam
faith and can never work on Friday afternoon or evening shift as he has told you privately
before that he goes to the mosque to pray. You agreed to this arrangement when you
employed him, but he does not speak much to the other employees, and he is a very private
person. You overhear Vivian, another kitchen staff member, complaining that she is tired of
always getting the Friday afternoon and evening shifts and it’s not fair that Muhammed never
works them. You then overhear her complaining to the bar staff about it an hour or so later.

Page 14 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044
The other staff member said that she thinks his religion requires that he attend prayers at a
certain time. Vivian says, “why can’t he just pray anytime like other religions?” You have
called Vivian in to your office to handle the situation before it escalates.
Instructions for the person playing the role of Vivian – best played by the assessor
When your manager asks, say “It’s not fair that Mohammed doesn’t work on Friday afternoon and
nights! Everybody else does and with him not doing it, it’s one less person to rotate it.”
Take your lead from the student and listen and answer his questions but in the end you should
be satisfied and part his office on good terms.

Role Play Script: (please write down the script here)

Vivian Hello daman, you are call to me
Daman Hello Vivian, I overheard you complaining to the bar staffs about
Muhammed leaving early every Friday..
Vivian Well, I was just saying he leaves early.
Daman Don’t worry tell me if think things are going on against you, if you
think its unfair to you
Vivian Yeah! It’s not fair that Muhammed doesn’t work on Friday afternoon
and nights! Everybody else does and with him not doing it, it’s one
less person to rotate it
Daman Ok, sorry about that I will talk to the head chef about all this and we
will reorganize the roster so that you can get some night off, we
should not try to make our own opinions about other’s religious and
culture that might hurt them. But yeah If Muhammed can’t stay late
Friday evening, he needs to be there for other night shifts other than
Friday. So I think that is fair
Vivian Yes, that will be fair! Thank you!
Daman No problem! See you later

 Identify and evaluate the impact of the scenario on the business’s reputation and legal
liability.
ANSWER:

 Employees feel abused. Creates distrust between employees and management.

Written reflection:

Play the role and write into the word documentation and submit to the assessor

Complaint Register:

Page 15 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044

Date: Nature Name of Phone Details of Outcome: Employees Handle

of custome number complaint: involved: d by:
complain r: and/or email
t: address:

19/11/20 Shortag Vivian 046987888 Muhamm Informed Vivian Dama

21 e of 88 ed doesn’t about Muhamm n
staff work on agreemen ed
Friday t between
evening Muhamm
shift so he ed
feels it’s
unfair

Champion’s Sports Bar Customer Service – Incident report form

Date: 19/11/2021
Reported by: Vivian Position: Staff

Reported to: daman Position: manger

Details of incident: Muhammed doesn’t work on Friday evening shift so he feels it’s unfair

Outcome of situation: muhammed agreement with hotel when he is join the job it is always leaves
early on a Friday Talk with the manager and sort out all the problem

Any further action to be taken:

no
Signature: Daman Date: 19/11/2021

Role Play 5: Boys’ night out

It is 10:00 pm, you and two of your team members are tending the bar tonight. The kitchen has just
closed, and the bar is at about 50% occupancy. A rowdy group of young men stagger into the bar
announcing in very slurred voices that it is Will’s 21st birthday today, and order a round of shots. You
can clearly see that most of them are intoxicated.

Page 16 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044
You tell your team that you will handle this one, and in a very friendly but firm tone tell the group that
you are sorry you won’t be able to serve them tonight due to responsible service of alcohol legislation
and the kitchen has just closed.
One of the group members turns nasty and calls you a rude name and spits on the floor. You
politely ask them to leave and suggest they call it a night. Most of the men say “Okay, okay
we are leaving now”, but two of the group refuse to leave and swear at you again. The other
customers in the bar have all stopped their conversations and are looking on.
Instructions to Student:
This role play requires a group of people to be rowdy and shout “It’s Will’s 21st birthday!”
“We need shots!” but only requires one person to play the role below. The other members of
the group should say “Okay, okay, we are leaving now – we’ll call it a night” and clear out
but the intoxicated man will stay. It will also require two students to role play security which
will arrive after the student calls them and the role play will end there.

Instructions for the person playing the role of the intoxicated man:
Be very rowdy, keep demanding a drink and refuse a soft drink if offered. After being rowdy
for a while and making a few jokes pretend to spit and say you can’t be made to leave. Start
to become threatening and say, “What are you going to do about it, huh, huh” and things like
this. Act drunk and disorderly and uncooperatively and do not let the student negotiate you
out of the building. Then begin to threaten violence.
Role Play Script: (please write down the script here)
John We would like to give a few orders
manager Sorry sir. But the kitchen is already closed
john Today is my birthday so I celebrate my birthday
manager I am very sorry. However, the kitchen is already closed, so I think we
should go.
yash Okay, okay, we are leaving now – we’ll call it a night
John I am not leave because today is my birthday I am celebrate here my
birthday I have need some drink I am not going from here.
Manager If you not going from here I call the security
John Okay I am sorry I am going from here.

 Identify and evaluate the impact of the scenario on the business’s reputation and legal liability.
ANSWER:

Create a tension and stress in the workspace and people are feel the unsafe

Written reflection:

It is discuss in the complaint register in below

Page 17 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044
Complaint Register:

Date: Nature of Name of Phone number Details of Outcome Employee Handle

complaint customer and/or email complaint : s d by:
: : address: : involved:

20/11/202 Drink John 0463214569 Not Give Manage Dama

1 not 8 served the r n
severed the warning (Daman)
drink to the
because boys If
the the are
kitchen not
is closed going
from
here
then
take
action

Champion’s Sports Bar Customer Service – Incident report form

Date: 20/11/2021
Reported by: Daman Position: manager

Reported to: daman f Position: Manager

Details of incident: drink are not served because kitchen are closed

Outcome of situation: Give the warning to the boys If the are not going from here then
take action

Any further action to be taken: no

Signature: Daman Date: 20/11/2021

Role Play 6: Knock out

Page 18 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044
It is a quiet lunchtime shift and there are not many people in the bar. There are only a few
staff on as the busy period will only be later in the evening. You are tending the bar yourself.
Instructions to participants:
After the student has simulated a call for an ambulance and alerted security, have security
arrive in 2 minutes time to deal with customer 1 and wait at least 5-8 minutes before having
two students walk in pretending to be paramedics and ask the student about the situation.
Instructions for the person playing the role of the customer 1:
Walk into the bar with customer 2 and be arguing as you walk in but so that it is quiet and not
disruptive. Order a drink and engage in small talk with customer 2. Order another drink when
yours is finished and then start yelling. Pretend to throw punches at him. When he falls on the
floor start panicking and saying, “I’m so sorry my friend, I am so sorry” and behaving
regretful and panicky.
Instructions for the person playing the role of customer 2:
Walk into the bar with customer 1 and engage in conversation with customer 1, arguing
quietly. Be quieter than customer 1. When he pretends to punch you throw one back and then
act as if you have fallen down unconscious onto the floor. Act completely unresponsive and
then after a minute or so open your eyes and start mumbling. Try to get up and fall back
down again. The student should try and prevent you from getting up or moving around.
Follow their lead and do as they say.

Role Play Script: (please write down the script here)

Customer-1 Can I get a Vodka with lime ?
Bar tender Yes sure
Customer-1 : (Shouting loudly ), Goes close to customer 2 and pretend to Punch him
Customer-2 Punches the Customer 1 in real and acts of lying in the floor
unconsciously.
Customer-1 (Looks panic) I am so sorry my friend, Are you alright ? You are fine ?
Customer-2 :Did not response after falling on ground for a while. After a minute opens
his eyes and start mumbling. , Tries to get up but falls back again
Bartender hello sir are you fine ? Calls the ambulance and the security team. Can you
guys please walk outside and make this area clear please? I apologize for
this situation , but can you please move away from these area for a while
as paramedics and security officers are arriving soon
After few minutes the paramedics arrives there
Bartender How is the patient sir ? Has he got some serious injury ?
Paramedic there is nothing to worry about. The victim has minor head injury because
of falling in the ground. He will be okay in a week
Bartender Thank you medical team.
Paramedic You are welcome.
Security Please call the police
Police Police are come and investigate it
Witness Bar tender

 Identify and evaluate the impact of the scenario on the business’s reputation and legal liability.

Page 19 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044
ANSWER:

The scenario listed above shows that being in a restaurant business each person has some
degree of accountability and responsibility in ensuring customer satisfaction and also be
liable to business reputation. The each scenario sates that business should be aware of
every single detail in providing service as each detail impact the reputation of the business.
he following steps can be taken to ensure that customers from are satisfies : - Apologize -
Explain - Ensure transparency - Take responsibility - Empathise with the customer -
Reassure the customer that it will not happen again

Written reflection
Play the role and write into the word documentation and submit to the assessor

Complaint Register:

Date: Nature of Name of Phone number Details of Outcome: Employees Handled

complaint: customer: and/or email complaint: involved: by:
address:

22- Started Customer 0468789874 Started Customer Daman Daman

11- fighting 1 5 fighting are
2021 at the and injured
premises punched
the face

Champion’s Sports Bar Customer Service – Incident report form

Date: 22-11-2021
Reported by: Daman Position: manager

Reported to: ham Position: manager

Details of incident: Started fighting at the premises and punched his face.

Outcome of situation: Called police

Page 20 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044
Any further action to be taken:
Talk with the customer for solve the problem
Signature: Daman Date: 22/11/2021

Page 21 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044

Champion’s Sports Bar Customer Complaints Register

Date Nature of Name of Phone Details of complaint Outcome Employees involved Handled by
complaint customer number or
email address

22/11/ Give the Sakshi 0 434 296 Give the wrong order two steak and Not Susan Susan
2021 wrong 1684 kidney pies and three chicken satisfied
Order parmas with the
delivered services

27-11- Refuse to Chris 0457854444 Swapped shift with Melissa but she Talked with Chris Melissa Daman
2021 work 4 refused to work on final day hotel
manager
and
problem
solved out

27-11- Incorrect Abc 0462135445 Ordered drink during happy hour He is not Melissa Daman
2021 bill 5 but received bill for regular hours happy with
the service

19/11/ Shortage of Vivian 0469878888 Muhammed doesn’t work on Friday Informed Vivian Muhammed Daman
2021 staff 8 evening shift so he feels it’s about
agreement
between
Muhammed

20/11/ Drink not John 0463214569 Not served the drink because the Give the Manager (Daman) Daman
2021 severed 8 kitchen is closed warning to
the boys If
the are not
going from
Page 22 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044

here then
take action

22-11- Started Custome 0468789874 Started fighting and punched the Customer Daman Daman
2021 fighting at r1 5 face are injured
the
premises

Page 23 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044

Assessment Task 3: Evaluation

Background information
Post-follow up customer feedback indicated that the customers from role plays 1, 2 and 4 were happy with the
final outcomes and the way the situations were handled.
Other feedback gathered indicates that 80% of customers are very satisfied with customer service and there
were no other complaints made during the period.
You have identified that the staff need training in how to manage conflict more effectively with each other and
you would also like to provide them with training on how to deal with aggressive customers after the incident
that happened earlier this month.
Your report needs to include the following:
1. An evaluation of the complaints register and summaries of outcomes.
2. An evaluation of the two incidents that occurred during the period (from Assessment Task 2:
Role plays 5 and 6) and a summary of how they were handled and any improvements that
could be made to procedures and practices involving conflict resolution and management.
3. Any customer service issues you have noticed or feedback you received from customers and
how this can be addressed.
4. Possible causes of conflict between employees and how this can be managed.
5. Training that you believe will be beneficial and arrangements you would like to put in place
including sources of internal and external assistance that could be used.
6. At least three suggestions to update policies and procedures.

Evaluation Report:

Complaints Register
 Almost all the customer are satisfied with over hotel service
 Staff is more careful for give the bill the customer because wrong bill are not
acceptable
 Some customer is talk with the manager for the staff complaints and manager are
solved that problem.
 Work in the team with the staff member
 In wrong order role play they could have avoided the problem if they had written
order in front of customer and confirmed it.
 Staff ought to consistently keep their words and assume their liability as opposed to
saying they can't work without a second to spare
Answer 1 What are the outcome and compensation?
Role play 1
 Susan apologies and order correct food
Role play 4
Manager apologies for what happened and ask waitress to make correction in the
order. Generate a new bill and pass to customer.
Answer 2An evaluation of the two incidents that occurred during the period
What you should have done better next time
For role play 6:

Page 24 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044
Request staff members to be watchful of behaviours in customers. Make sure all
servers have RSA and know legal limit of alcohol service so that they able to explain
customer why we can’t serve after the legal limit. Call security whenever required.
Customer ordered the drinks during happy hour. Customer informed that they didn’t
get the two glasses of wine as they have ordered.
Instead they get charged full price with the other glasses which they had order during
happy hour. Outcome: Apologise to customer for the mistake. Informed customer that
we would fix the bill for them and offer the wine for everyone in the table at no costs

3 Any customer service issues you have noticed or feedback you received from customers and how
this can be addressed.
Firstly listen the problem what is happened
Record the complaint
Apologize.
Focus on the solution.
Don't rush the customer.
Find complaints before they find you

4. Possible causes of conflict between employees and how this can be managed.

 Bad communication. This is a major cause of conflict between

employees in the workplace.
 individuality and values clash.
 Lack of resources and overwhelming workload.
 lack of clarity about roles and responsibilities.
To managed the conflict
 Understand the nature of the conflict.
 Encourage employees to resolve it themselves.
 Pinch the bud quickly.
 Listen to both sides.
 Together determine the real problem.
 Please refer to the employee's manual.
 Find the answer.
 Write it down.

5 Training that you believe will be beneficial and arrangements you would like to put in place
including sources of internal and external assistance that could be used
internal and external assistance that could be used
1. Provide literature to employees about work safe.
2. Tell employee about law related to work safe.
3. Supervise employee while performing their duty
External assistance
 Send employees to other organization for grabbing knowledge.

Page 25 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421
 SITXCOM005 Manage conflict
Full Name: Sakshi
Student ID: ANIe210044
 Hire private firms to train employees and organize seminar
6. At least three suggestions to update policies and procedures.
Used the social media and telephone and website for the feedback for improve the policy and
procedure

Page 26 of 26
SIT40516 - Certificate IV in Commercial Cookery-B5&6-T421