SITXCOM005 Assoignment Task Insert Draw Design Layout References Mailings Review View He VIEW Be careful-files from the Internet can contain viruses. Unless you need to edit, it's safer to stay Successful completion of this unit requires that you can resolve complex or escalated complaints and disputes with internal and external customers and colleagues. You will need to participate in a number of role plays to demonstrate your skills and knowledge. What do I need to demonstrate? During your practical assessments, you will be required to demonstrate a range of the skills and knowledge that you have developed during your course. These include: resolving escalated complaints or disputes with customers in relation to each of the following: o problem or fault with product or service O delays or poor timing of product or service supply O misunderstanding of customer request or communication barrier resolving team member disputes in relation to: worker mistake O dispute or argument among work colleagues taking appropriate action in response to the following threat or conflict situations: D customer refusing to leave or be pacified D people involved in physical violence using a range of conflict-resolution techniques and communication skills when seeking to resolve each of the above situations. 3 O e here to searchSITXCOM005 Assoignment Task 2 (7) (Protected File Home Insert Draw Design Layout References Mailings Review View Help Foxit PD PROTECTED VIEW Be careful-files from the Internet can contain viruses. Unless you need to edit, it's safer to stay in Protected V 4. Role play 3 This role play is linked to Role play 2 and occurs the next day. The same staff from the night before are coming in to start their shift. Your assessor will provide you with some guidance about where you are to begin the role play. During this role play you must: demonstrate effective communication skills when interacting with those involved . identify potential for conflict take swift and tactful action to prevent escalation . identify situations where personal safety of colleagues may be threatened and organise appropriate assistance identify and use relevant resources (policies and procedures) to assist in managing conflict 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 evaluate options to resolve the conflict in line with organisation policies and constraints seek to resolve a solution to this conflict implement the best solution based on the situation that is occurring and your 2362 words Type here to search O E HD 1080