Q17 why is assertive communication more successful in

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Q17: Why is assertive communication more successful in resolving conflict? - Because assertive communication is based on ‘win-win attitude. Q18: Give an example of how you could use ‘I’ messages to resolve conflict. - You are late again. You make me so angry - Change the message from above to ‘I feel upset when you come late because I have to do set up on my own and it makes stressful to start the shift.’ In ‘you’ type messages the other party only sees blame, judgement and criticism. I tend to put the person in a defensive position. Where they makes excuses and often the conflict escalates Q19: Why is demonstrating empathy so important in resolving conflict? 2016 Edition 6
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SITXCOM005 MANAGE CONFLICT – Practical demonstration Observable skills/tasks Answer the following verbal questions, which your assessor may ask you to support during the demonstration of a skill or task (Questions may vary according to the practical task being demonstrated) Correct / incorrec t respons e X Further questio ns added X Satisfac tory/ not satisfac tory X Takes responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required. Q20: What is one type of conflict that is outside the scope of your role and responsibilities? Why? Q21: What is the procedure if you are faced with this situation? Identifies and evaluates impact of conflict on business reputation and legal liability. Q22: Describe two conflict situations that might involve legal liability. Q23: Why is it important to evaluate the potential impact of conflict on the parties involved and the workplace or business? - It is very important to consider potential impact of the conflict and the resolution options on the reputation of the business. In some difficult situations legal liability may also be a factor. V 2016 7
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SITXCOM005 MANAGE CONFLICT – Practical demonstration Observable skills/tasks Answer the following verbal questions, which your assessor may ask you to support during the demonstration of a skill or task (Questions may vary according to the practical task being demonstrated) Correct / incorrec t respons e X Further questio ns added X Satisfac tory/ not satisfac tory X Evaluates options to resolve the conflict, taking into account organisational policies and constraints. Q24: What are some strategies you can use to generate alternative solutions to a problem? - Interpret information and data Brainstorms ideas Research of assistance both within your company and externally External sources could include training organisations government departments and industry/employer groups Q25: What strategies can you use to analyse and evaluate the best resolution? Q26: Outline your organisation’s complaint handling procedure. - Effectiveness of policies and procedures such as grievance procedure , customer complaint handling procedures or refunds cancellation policies.
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