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SITXCOM010 Workplace Assessment Task 1 Observation Form Flipbook PDF
SITXCOM010 Workplace Assessment Task 1 Observation Form
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SITXCOM010 - Manage conflict
WORKPLACE ASSESSMENT TASK 1 - OBSERVATION FORM This form is for the assessor’s use only.
E
This Observation Form outlines the specific criteria that the learner must demonstrate/perform while completing Workplace Assessment Task 1.
This form is to be completed by the learner’s assessor to document their observation of the learner’s performance in Workplace Assessment Task 1.
Task Overview
M PL
This task requires the learner to resolve at least three customer complaints/disputes escalated to the learner while being observed by the assessor. This task requires the learner to complete the following while being observed by the assessor:
Organise the researched sources of assistance to help in resolving the identified complaints/disputes
Resolve the identified customer complaints/disputes In doing so, learner must: o
o
o
Discuss the following with the parties involved in the identified customer complaints/disputes
nature of each complaint/dispute
details of each complaint/dispute
Impact of each complaint/dispute on each of the parties involved
Use the following during discussion with the parties involved in each of the identified complaints/disputes:
At least two conflict resolution techniques
At least two communication skills
The resources organised to assist in resolving the complaints/disputes
Identify the following:
Impact of each customer complaint/dispute on the organisation’s reputation and legal liability
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o
At least two options for resolving each customer complaint/dispute
Evaluate the following:
Impact of the dispute on the organisation’s reputation and legal liability
The identified options for resolving each complaint/dispute.
Identify at least one solution for each customer complaint/dispute from the options evaluated
Implement the identified solution for each customer complaint/dispute
Observation Form © Precision RTO Resources
Version 1.0 Produced 12 July 2022 Page 1
Instructions to the Assessor Before the assessment
o
Organisational policies and procedures on customer complaint/dispute resolution
o
Records of at least three customer complaints/disputes escalated to the learner
o
Documents with information on the scope of the learner’s role and responsibilities in relation to complaint/dispute resolution.
o
Copies of the sources/document learner accessed during research with information on the resources to help resolve the escalated customer complaints/disputes.
Review the items in this checklist and contextualise, as appropriate to:
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Access and review the following:
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o
Workplace context of the learner
o
Organisational policies and procedures on conflict/dispute resolution learner accessed and reviewed
o
Scope of learner’s role and responsibilities
Discuss the resources required by the learner to complete the task, and ensure that they have access to these resources prior to the practical observation.
Discuss this assessment task with the learner, including the practical skills they need to demonstrate and the criteria to satisfactorily demonstrate each skill.
Review this form with the learner and address any queries or concerns they may have about it.
While observing the learner
For each practical skill listed in this Observation Form: o
Tick YES if you confirm you have observed the learner demonstrate/perform the practical skill.
o
Tick NO if you have not observed the learner demonstrate/perform the practical skill.
For skills where you ticked YES, indicate the date when you observed the learner demonstrate this skill.
For skills where you ticked NO, provide additional information on how the learner can satisfactorily demonstrate the practical skill for this task.
Write specific comments on the learner’s performance in each criterion. Your feedback/insights will help address any area(s) for improvement.
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After observing the learner
Complete all parts of the Observation Form, including the Assessor Declaration on the last page of this form. Your signature must be handwritten.
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Learner Details Learner Name
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Title/Designation
Assessor/Observer Details Assessor/Observer Name
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Training Organisation
Relevant Qualifications Held
Assessment Context
Assessment Environment
☐ Learner’s Workplace
☐ Simulated Workplace
☐ Direct Observation
Assessor must be physically present in the assessment environment.
Mode of Observation
☐ Observation via video recording
Learner and the assessment requirements must be present in the video recording.
Date of Observation
Workplace/Organisation
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State/Territory
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☐ Opportunity for learner to resolve at least three customer complaints/disputes escalated to them ☐ The following documents:
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☐ Organisational policies and procedures on customer complaint/dispute resolution
☐ Records of at least three customer complaints/disputes escalated to the learner These three complaints/disputes must relate to at least three of the following matters:
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☐ Cultural misunderstanding
☐ Incorrect pricing of product or service
☐ Delays or errors in providing product or service
Resources required for assessment
☐ Misunderstanding of customer request or communication barrier
☐ Person who appears to be violent or threatening ☐ Problem or fault with product or service
☐ Refused entry or ejection from premises
☐ Situation where someone has been hurt or may be hurt
☐ Documents with information on the scope of the learner’s role and responsibilities in the organisation in relation to complaint/dispute resolution This includes:
☐ Learner’s employment contract
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☐ Learner’s job description
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☐ Copies of the sources/document learner accessed during research with information on the resources to help resolve the identified complaints/disputes.
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Learner Assessment Briefing Date of assessment briefing
YES/NO
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The assessor confirms:
They have discussed with the learner the workplace task they are required to complete for this assessment.
☐ YES
☐ NO
2.
They have discussed with the learner the resources they are required to access to complete the workplace task.
☐ YES
☐ NO
M PL
1.
The learner understands they will be assessed while completing this workplace task, as well as any document(s) they will complete as part of this task.
☐ YES
☐ NO
4.
They have discussed with the learner the instructions on how they are to undertake the workplace task.
☐ YES
☐ NO
5.
They have provided the learner guidance on how they can satisfactorily complete the task.
☐ YES
☐ NO
6.
They have discussed with the learner the practical skills (outlined below) they are required to meet to satisfactorily complete the task.
☐ YES
☐ NO
7.
They have addressed the learner’s questions or concerns about the workplace task and the assessment process.
☐ YES
☐ NO
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3.
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OBSERVATION FORM
During the resolution of complaint/dispute, learner. 1.
the
identified
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To the Assessor: Complete one copy of this Observation Form for each of the three complaints/disputes escalated to the learner YES/NO
Date Observed
Assessor’s comments
Organises the resources that can help in resolving the complaint/dispute.
Resources refer to people or organisations that the learner can access as source of assistance when they resolve the customer complaints/conflicts escalated to them.
M PL
In demonstrating this, candidate must: a.
Identify the resources to organise
This must correspond with the sources learner researched in this task. At a minimum, this must include ALL of the following: i.
At least one source of external assistance
Sources of external assistance are people outside of the learner’s organisation that they can access to help them resolve the customer complaint/dispute escalated to them. At a minimum, this must include AT LEAST ONE of the following: Check the box to indicate the source of external assistance identified by the learner.
☐ YES ☐ NO
☐ Counsellors ☐ Mediators
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☐ Police
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During the resolution of complaint/dispute, learner. ii.
the
identified
YES/NO
Date Observed
Assessor’s comments
At least one source of internal assistance
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Sources of internal assistance are people who are working within the learner’s organisation that they can access to help them resolve the customer complaint/dispute escalated to them At a minimum, this must include AT LEAST ONE of the following: Check the box to indicate the source of internal assistance identified by the learner.
M PL
☐ Staff members
☐ YES ☐ NO
☐Internal staff
b.
security
Prepares the resources identified
In demonstrating this, learner must i.
Contact the identified sources before the discussion with the parties involved in the complaint/dispute.
☐ YES ☐ NO
For example, one of the sources identified is a mediator. Learner must contact the mediator first to inform them that they are needed to help resolve the customer complaints/disputes
ii.
Inform the identified sources the details of the assistance needed.
☐ YES ☐ NO
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For example, one of the sources of assistance identified is a mediator. Learner must inform the mediator the assistance they need to provide. If the mediator has to be present during the discussion with the parties involved in the customer complaint/ dispute, then the learner must inform the mediator
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During the resolution complaint/dispute, learner. 2.
of
the
identified
YES/NO
Assessor’s comments
Discusses the following with at least one representative from each party involved in the identified complaint/dispute.
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This must correspond with the following that leaner accessed and reviewed in this task:
Organisational policies and procedures on customer complaint/dispute resolution
Document with information on the scope of learner’s own role and responsibilities
Parties involved in the complaint/dispute include the following: The customer/s who raised the complaint/dispute
Any employee/s whom the complaint/dispute is addressed to
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Any employee/s handling the service/product the customer/s is complaining/disputing about
At a minimum, discussion must include ALL of the following: a.
Nature of the complaint/dispute.
customer
☐ YES ☐ NO
Nature of the complaint/dispute refers to the reason behind the complaint/dispute.
For example, learner identifies that the complaint/dispute is related to incorrect pricing of product or service. Nature of the complaint/dispute can be that the actual price of the service is higher than the amount listed.
b.
Details of the customer complaint/dispute.
Details of the complaint/dispute refers to specific information that will help clarify the dispute. At a minimum, details of the complaint/dispute must include ALL of the following: Date of complaint/dispute
the
☐ YES ☐ NO
Product/service/person the complaint/dispute is addressed to.
☐ YES ☐ NO
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i.
ii.
For example, the service the customer is complaining about is the massage service provided in a spa establishment of the hotel they are staying in.
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During the resolution complaint/dispute, learner. iii.
of
the
identified
Specific content of the complaint/dispute.
YES/NO
Assessor’s comments
☐ YES ☐ NO
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For example, the customer is complaining because the amount they must pay for an hour of spa massage is higher than the amount indicated in the price list provided to them before starting the massage. iv.
Impact of complaint/dispute each party involved.
the with
☐ YES ☐ NO
Impact of the complaint/dispute can be on the emotional, physical or mental state of the parties involved.
This must include assessing the severity of the impact of the complaint/dispute to each party involved.
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For example, the complaint/dispute has impacted one of the customers involved emotionally. This emotional impact caused the customer to feel be ashamed to enter the premises of the organisation.
3.
Confirms the agreement of the parties involved on the following that has been discussed Learner can confirm agreement of each party involved by asking them if they agree and receiving an affirmative answer. At a minimum, this must include ALL of the following: a.
Nature of the complaint/dispute.
☐ YES ☐ NO
b.
Details of the complaint/dispute.
☐ YES ☐ NO
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During the resolution of complaint/dispute, learner.
identified
YES/NO
Date Observed
Assessor’s comments
Uses the following to resolve the identified complaint/dispute during discussion. a.
At least two conflict resolution techniques that can be used to resolve the identified dispute.
E
4.
the
Conflict resolution techniques refer to actions used to resolve a conflict. These include assertiveness, negotiation, use of appropriate communication, etc. This must include at least two of the following:
☐ YES ☐ NO
M PL
Check the boxes below to indicate the two conflict resolution techniques identified by the learner.
☐ Being assertive to control the flow of the discussion ☐ Negotiating involved
with
the
parties
☐ Using the appropriate type of communication, e.g. Verbal, non-verbal communication ☐ Acknowledging the view of all parties involved
☐ Providing parties with opportunities to express themselves
☐ Responding to all the parties in a sensitive manner
☐ Responding to all parties involved courteously ☐ Responding to all parties involved respectfully ☐ Responding to all the parties in a discreetly
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☐ Minimising the impact of the complaint/dispute on other colleagues and customers.
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During the resolution of complaint/dispute, learner. b.
the
identified
YES/NO
Date Observed
Assessor’s comments
At least two communication techniques to resolve the identified dispute
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Communication techniques refer to the ways of communication that can be used to resolve conflicts. For example, active listening is a very effective and powerful communication technique that allows an individual to understand the emotions behind a conflict and respond in an encouraging and unbiased manner. This must include at least two of the following:
☐ YES ☐ NO
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Check the boxes below to indicate the two communication techniques identified by the learner. ☐ Using active listening
☐ Demonstrating empathy
☐ Using non-verbal cues, e.g., body language, appropriate facial expression ☐ Using the right language style
☐ Using questioning techniques, e.g., close-ended, open-ended, leading, probing
☐ Observing appropriate cultural practices, e.g., Aboriginal and Torres Strait Islander people do not speak conventional English very well ☐ Observing appropriate social practices, e.g., being respectful of people who are elderly
c.
The resources organised to assist in resolving the disputes
☐ YES ☐ NO
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This must correspond with the resources the learner researched for this task.
For example, one of the sources learner researched is a mediator. Learner can ask the mediator to assist in keeping the discussion calm and can make sure each party is properly heard.
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During the resolution of complaint/dispute, learner. 5.
the
identified
YES/NO
Date Observed
Assessor’s comments
Evaluates the identified options for resolving the identified complaint/dispute:
a.
Check if the options are within organisational policies and procedures on customer complaint/dispute resolution.
☐ YES ☐ NO
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For example, the complaint/dispute is about incorrect pricing of a product/service. An option to resolve the customer complaint/dispute is to give a refund for the excess amount paid. Learner must check that giving refunds falls within the policy and procedures of their organisation.
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In demonstrating this, learner must:
b.
Check if the options fall within the learner’s scope of responsibilities.
☐ YES ☐ NO
For example, if one of the options to resolve the complaint/dispute on incorrect pricing is to refund the excess amount paid to the client, learner must ensure that they have the authority to give refunds.
c.
Check how each option will impact the organisation.
☐ YES ☐ NO
SA
For example, if one of the options to resolve the complaint/dispute on incorrect pricing is to refund the excess amount paid to the client, learners must ensure that they have the authority to give refunds.
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6.
the
identified
Identifies at least one appropriate solution for each complaint/dispute from the option evaluated. Solution refers to the best way to address the conflict so as to effectively resolve the complaint/dispute
Date Observed
Assessor’s comments
☐ YES ☐ NO
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For example, the complaint/dispute is caused by incorrect pricing of product/service. The solution identified after evaluation is to refund the excess amount to the customer
YES/NO
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During the resolution of complaint/dispute, learner.
7.
Implements the identified solution for the complaint/dispute
☐ YES ☐ NO
Implementing the identified solution refers to the process of applying the identified solution that will best address the dispute.
For example, the complaint/dispute is caused by incorrect pricing a product/service. The solution identified after evaluation is to refund the excess amount to the customer. Then when implementing this, learner must make sure that the customer is refunded with the excess amount they paid for the product/service.
Assessor Declaration
By signing here, I confirm that I have observed the learner, whose name appears above:
Organise the researched sources of assistance to help in resolving the identified complaints/disputes
Resolve the identified customer complaints/disputes
Identify at least one solution for each customer complaint/dispute from the options evaluated
Implement the identified solution for each customer complaint/dispute
SA
I confirm that the information recorded on this Observation Form is true and accurately reflects the learner’s performance during their completion of the workplace task.
Assessor’s signature Assessor’s name Date signed
END OF OBSERVATION FORM
Observation Form © Precision RTO Resources
Version 1.0 Produced 12 July 2022 Page 13