Manage conflict

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver SITXCOM401, 'Manage conflict'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Manage conflict' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Identify conflict situations.

1.1 Identify potential for conflict and take swift and tactful action to prevent escalation.

1.2 Identify situations where personal safety of customers or colleagues may be threatened and organise appropriate assistance.

1.3 Identify and use resources to assist in managing conflict.

2. Resolve conflict.

2.1 Take responsibility for finding a solution to conflict.

2.2 Establish and agree on the nature and details of conflict with all parties and assess impact.

2.3 Deal with conflict sensitively, courteously and discreetly.

2.4 Minimise impact on other colleagues and customers.

2.5 Use effective conflict resolution techniques and communication skills to manage the conflict and develop solutions.

2.6 Encourage all points of view, acknowledge them and treat them with respect.

2.7 Identify and evaluate the impact of conflict on business reputation and legal liability.

2.8 Evaluate options to resolve the dispute taking into account any organisational policies and constraints.

2.9 Implement the best solution and complete required documentation.

3. Evaluate conflicts and resolutions.

3.1 Communicate with the parties involved to seek and provide feedback on conflict and its resolution.

3.2 Evaluate and reflect on the situation and effectiveness of the solution.

3.3 Determine possible causes of workplace conflict and provide input for workplace enhancement and improvements.

Qualifications and Skillsets

SITXCOM401 appears in the following qualifications:

  • SIT40212 - Certificate IV in Travel and Tourism
  • SIT40812 - Certificate IV in Holiday Parks and Resorts
  • SIT40112 - Certificate IV in Guiding
  • SIT60312 - Advanced Diploma of Hospitality
  • SIT50412 - Diploma of Holiday Parks and Resorts
  • SIT50212 - Diploma of Events
  • SIT60212 - Advanced Diploma of Events
  • SIT40312 - Certificate IV in Hospitality
  • SIT50112 - Diploma of Travel and Tourism
  • SIT50312 - Diploma of Hospitality
  • SIT40412 - Certificate IV in Commercial Cookery
  • SIT40512 - Certificate IV in Asian Cookery
  • SIT40612 - Certificate IV in Catering Operations
  • SIT40712 - Certificate IV in Patisserie
  • SIS40612 - Certificate IV in Sport Development
  • SIS40512 - Certificate IV in Sport Coaching
  • SIS30512 - Certificate III in Sport and Recreation
  • SIS30712 - Certificate III in Sport Coaching
  • SIS30912 - Certificate III in Sport Officiating
  • SIS30913 - Certificate III in Sport Officiating
  • CUA40313 - Certificate IV in Dance Teaching and Management
  • SIT40613 - Certificate IV in Catering Operations
  • SIT60313 - Advanced Diploma of Hospitality
  • CUA50513 - Diploma of Live Production Design
  • SIT40713 - Certificate IV in Patisserie
  • SIT40413 - Certificate IV in Commercial Cookery
  • TLI42613 - Certificate IV in Train Driving
  • SIT40313 - Certificate IV in Hospitality
  • CUA50413 - Diploma of Live Production and Technical Services
  • SIT40513 - Certificate IV in Asian Cookery
  • SIS30513 - Certificate III in Sport and Recreation
  • SIS30713 - Certificate III in Sport Coaching
  • SIT50313 - Diploma of Hospitality
  • CUA40413 - Certificate IV in Live Production and Technical Services
  • CUA30213 - Certificate III in Community Dance, Theatre and Events
  • TLI33113 - Certificate III in Rail Customer Service
  • TLI32315 - Certificate III in Electric Passenger Train Guard
  • TLI42615 - Certificate IV in Train Driving
  • TLI33115 - Certificate III in Rail Customer Service
  • CUA50415 - Diploma of Live Production and Technical Services
  • CUA40415 - Certificate IV in Live Production and Technical Services

And the skillsets: