During this role play you are required to demonstrate

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During this role-play, you are required to demonstrate the following skills and knowledge. V 2016 3
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SITXCOM005 MANAGE CONFLICT – Role-play Identify potential for conflict and take swift and tactful action to prevent escalation. Identify situations where personal safety of customers or colleagues may be threatened and organise appropriate assistance. Establish and agree on the nature and details of conflict with all parties and assess impact. Manage conflict within scope of own role and responsibilities, and according to organisational procedures. Take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required. Identify and evaluate impact of conflict on business reputation and legal liability. Evaluate options to resolve the conflict, taking into account organisational policies and constraints. Complete the role-play. Scenario-3 In this scenario a customer is asking for more alcohol from the staff but the staff is refusing to give him because they are all drunk badly and according to the policy he(staff) can’t give them more drinks. Task -3 Customer is asking for one more drink but staff has refused to give him the drink because he is not allowed to give more as he feel the customer is already drunk. Me as staff member is trying to explain the customer that I can’t give them more alcohol because you are already drunk so badly. But the customer is getting so aggressive, So I will use avoiding strategy as I will offer them some food for menu. If I feel they are getting more aggressive I will call my manager for the safety reasons. Assessor checklist To be completed by the assessor. 2016 Edition 4
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SITXCOM005 MANAGE CONFLICT – Role-play Learner’s name: TAWIN PINYO Did the learner successfully demonstrate evidence of their ability to do the following? Assessor comments Complete d Yes No Role-play 1 Used appropriate conflict-resolution techniques and communication skills to resolve the customer complaint. 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. Role-play 2 Used appropriate conflict-resolution techniques and communication skills to resolve the customer complaint. Established and agreed on the nature and details of conflict with all parties and assessed impact.
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