Task:
Assesment Task 1
Written Activity
Please answer the following questions:
1. Please need to conduct some research to identify and discuss the common organisational policies and procedures that relate to complaint, conflict and dispute resolution.
2.Develop a workplace resource discussing the following communication techniques that are appropriate to use in conflict resolution:, and briefly discussing the appropriate use of each communication technique.
a. Active listening
b. Empathising with the person's situation while upholding organisational policy
c. Non-verbal communication and recognition of non-verbal signs.
d. Language style.
e. Questioning techniques.
f. Communication techniques appropriate to different social and cultural groups
3.Develop a poster or series of posters that would be appropriate to display in the workplace outlining conflict theory, and discussing the following:
a.Signs of conflict to be aware of.
b.The different stages of conflict.
c.The different levels of conflict.
d.Factors involved in conflict.
e.Results of conflicts.
Assessment Task 2
Practical Activity
Task Summary
This assessment is in two (2) parts. You must complete all tasks correctly and in accordance with the instructions given. This assessment consists of a number of practical roles plays and simulations based on the given industry scenarios. Carefully read each of the scenarios and respond to the instructions that follow.
Required
•Simulated environment or in an industry workplace with colleagues in an appropriately simulated environment or with individuals to participate by role playing in roles relevant to your chosen tourism, travel or hospitality field.
•Four colleagues or classmates assigned by your assessor.
Timing
Your assessor will advise you of the due date of these submissions. (You also find the information on your home page of the course on the canvas LMS)
Roleplay
•Please participate with the roleplay as per the assessment requirement with four individuals in the presence of your assessor.
Submit
•Provide action plan.
PART 1 –Consultation
This part consists of two role plays. Carefully read the following scenario and then participate in the role plays.
Scenario
You are the Restaurant Manager at Fine Dining, the flagship restaurant of Fine Dining Inc. You have noticed two of your staff, Sarah and Dylan, are not getting along. You have heard Dylan making snide comments to Sarah in front of the customers about making mistakes. The conflict is disrupting the morale and productivity of the team.
Dylan is your most experienced waiter. He usually has a great attitude and is a very good employee. Sarah is new to Fine Dining. She sometimes makes mistakes during service and occasionally gets the orders wrong, causing frustration for the kitchen staff. However, she is polite, good with the customers and always turns up on time to her shifts. You are short of staff so cannot afford to let either one of them go. You need to find out exactly what is going on and put a plan in place to resolve the conflict between them.
You decide to meet with your head chef and another bar staff member to get their feedback on the situation and also a HR Specialist before you meet with Dylan and Sarah to ensure you have all the information you need.
Time & location
You will have 30 minutes to prepare and 10 minutes to complete each role play.
Your assessor will advise the date and location for this assessment.
Role Play 1
The cast
Your assessor will organise for two of your classmates to play the role of your other employees
You will play the role of the Manager
Instructions to the student
1.Organise a meeting with your head chef and bar staff employee
2.Consult with your staff to determine whether they had noticed any issues in the workplace recently.
3.Ask your staff if they were aware of, or had witnessed, any conflicts between other members of the team.
4.Take notes of any key points that you feel may be useful to refer to you in your meetings with Dylan and Sarah.
Role Play 2
The cast
Your assessor will organise for 1 of your classmates to play the role of the HR specialist
You will play the role of the Manager
Instructions to the student
1.Organise a meeting with the HR Specialist
2.Seek advice on the best way to approach a conflict between 2 of your employees
3.Specifically, you would like to know:
•Which organisational policies and procedures you should be aware of in this situation?
•What government bodies you could turn to for more information?
4.Take notes of any key points and recommendations made that you will need to take to your meeting with Dylan and Sarah.
Part 2 – Conflict Resolution Action Plan
This assessment consists of two role-plays and an action plan. Carefully read the scenario and then complete the tasks that follow.
Instructions for the student
1.Your assessor will arrange for two students to play the roles of Sarah and Dylan.
2.You are to play the role of the manager.
3.You are to develop a course of action to manage the conflict between Sarah and Dylan.
4.You will need to organise two meetings, one with Sarah and one with Dylan to get both sides of the story.
5.Ensure you implement any strategies or recommendations made by the HR Specialist in Part 1.
6.Participate in the role plays.
7.Complete the template provided with as much information as you can from
a.the details in the scenario
b.the notes you took, and feedback provided in Part 1
c.your meeting with both stakeholders.
8.Submit a copy of your action plan to your assessor.
Time & location
You will have 30 minutes to prepare and 15 minutes to complete each role play.
Your assessor will advise the date and location for this assessment
