Managed conflict within scope of own role and

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Managed conflict within scope of own role and responsibilities, and according to organisational procedures. Took responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required. V 2016 5
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SITXCOM005 MANAGE CONFLICT – Role-play Did the learner successfully demonstrate evidence of their ability to do the following? Assessor comments Complete d Yes No Identified and evaluated impact of conflict on business reputation and legal liability. Evaluated options to resolve the conflict, taking into account organisational policies and constraints. Role-play 3 Used appropriate conflict-resolution techniques and communication skills to resolve the customer complaint. Identified potential for conflict and took swift and tactful action to prevent escalation. Identified situations where personal safety of customers or colleagues may be threatened and organised appropriate assistance. Established and agreed on the nature and details of conflict with all parties and assessed impact. Managed conflict within scope of own role and responsibilities, and according to organisational procedures. Took responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required. Identified and evaluated impact of conflict on business reputation and legal liability. Evaluated options to resolve the conflict, taking into account organisational policies and constraints. 2016 Edition 6
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