Unit Code: - SITXCOM005

Unit Name: - Manage conflict

Question 1

There are a number of different situations where there could be conflict between colleagues.

Name at least 6 of them and briefly explain each of them: (75-100words)

Answer.

Question 2

There are also a number of ways that customers can feel they are in a conflict situation. Name 6

of the signs that they may show a conflict situation: (125-150words)

Answer.

Question 3

There are a number of warning signs that may alert us to possible areas of conflict, both from a

colleague or a customer. Explain both areas in detail: (125-150words)

Answer.

Question 4

There are a number of times when a situation may "get out of hand" and pose a danger to

customers and colleagues. Name and explain the 6 examples that were mentioned in these

notes:

Answer.

Question 5

What actions should you take in the event of noticing situations that could result in threatening

conflict:

Answer.

Question 6.

The solution to a conflict will vary depending on the type of conflict. How would you handle the

following situations? Explain in detail the steps you need to take in each situation. (400-500

words)

Answer.

Question 7

What are the two stages in overcoming conflict?

Answer.

Question 8

There are a number of points/steps that have been found to be helpful and useful when trying

to negotiate a solution to a problem. Name 5 of them and explain each point:

Answer.

Question 9

Effective communication skills are a must for you to solve any conflict situation. Name at least

4 points you need to be aware of to be effective:

Answer,

Question 10

When talking to people in conflict situations there are a number of points you need to both be

aware of and also able to document. What are the 7 main points that will make your job in

finding a solution much easier?

Answer.

Question 11.

There is a commonly accepted/used method for dealing with all complaints: What are they and

explain?

Answer.

Question 12.

What are the attributes we need to be able to display to deliver a high level of customer service?

Name and explain the 6 points mentioned in these notes:

Answer.

Question 13.

Define what is meant by "an interpersonal conflict", explain it with some examples.

words)

Answer.

Question 14.

What are the three main types of evaluation? Briefly explain each of them.

Answer.

Question 15

In addition to focusing on goal-achievement, evaluations may also focus on what 8 points?

Answer.