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SITXCOM005 MANAGE CONFLICT-Role-playASSESSMENT METHOD 2-Role-playInstructions to students1.This assessment requires you to undertake 3 role-playsto demonstrate your ability tointeract and communicate with customers and colleagues from different cultural and socialgroups in a non-discriminatory way. They also require you to overcome language barriersand address misunderstandings or issues.2.Role-plays are to be conducted in an actual or simulated workplace environment.3.Your assessor will group into pairs to perform the role-play or will organise a Role-playpartner for you4.Your assessor will be organising the simulated environment and will inform the location priorto the assessment5.Your assessor will provide the following resources to you to use during the assessment.a.Extracts from Australian Consumer Lawb.Special instructions for Role-playsc.Role-play partners if required6.Your assessor will brief you the desired outcomes of the role-play prior to commencing theactivity.7.You must complete following Role plays. Assessor will allow 30 minutes to prepare for these role-playsRole-PlayNoStudent Role to playSimulated environmentYour partners roleRole-Play 1You will be playing a supervisory role andmust handle acustomer complaintregarding poor timing, incorrect pricing,and the delay in supplying a product. customer service environmentThe role of unhappy customerRole-Play 2You will be playing a supervisory role andyou must resolve an issue with anemployee rostered day off and workermistakes.Simulated environment- Ina workplace environmentRole of unhappy employeeRole-Play 3You are working as the bartender. You must resolve a dispute with a customer, who is alcohol – affected and appears violent and threatening.Simulated environment- Ina bar environmentDrunken customer8.To become satisfactory in this assessment a.You must successfully demonstrate how to manage the conflicts situations in the above 3 Role-Play scenariosb.While you are dealing with the conflicts, you must demonstrate to the assessor all the skills listed on the observation check list. Your assessor will go over the observation checklist with you prior to the assessment. This will allow you the opportunity to ask questions and to better complete your paperwork.9.At the end of role-plays, you must complete a role-play report for each scenario. You mustuse the template given in each Role-Pay.10.Write your answers clearly using blue or black pen onlyVersion: September 2019Page 1of 11
SITXCOM005 MANAGE CONFLICT-Role-play11.Ask your assessor, if you do not understand a question. Your assessor cannot tell you the answer he/she may be able to re-word the question for you.12.You have 1 hr and 45 minutes to complete all the tasks. You must allocate the followingduration for each taska.Each Role-Play– 15to 20 minsb.Complete the 3 reports – 45 mins 13.On completion, you are required to submit all the reports to your assessorRole-Play 1 Scenario -1

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