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: I resolving escalated complaints or disputes with customers in relation to each of the following: o problem or fault with product or senrice o delays or poor timing of product or service supply o misunderstanding of customer reg uest or communication barrier I resolving team member disputes in relation to: o worker mistake o dispute or argument among work colleagues I taking appropriate action in response to the following threat or conflict situations: o customer refusing to leave or be pacied o people involved in physical violence I using a range of conflict-resolution techniques and communication skills when seeking to resolve each of the above situations. How will I provide evidence? Your assessor will observe you throughout each role play. In most cases they will be participating in the role play as a customer or colleague