In this assessment you will learn how to:
• Identify potential for conflict
• Take swift and tactful action to prevent escalation.
• Identify situations where personal safety of customers or colleagues
may be threate
...
In this assessment you will learn how to:
• Identify potential for conflict
• Take swift and tactful action to prevent escalation.
• Identify situations where personal safety of customers or colleagues
may be threatened
• Organise appropriate assistance.
• Identify and use resources to assist in managing conflict.
• Establish and agree on the nature and details of conflict with all
parties and assess impact.
• Manage conflict within scope of own role and responsibilities, and
according to organisational procedures.
• Take responsibility for seeking a solution to conflict within scope of
own role and responsibilities, seeking assistance where required.
• Identify and evaluate impact of conflict on business reputation and
legal liability.
• Evaluate options to resolve the conflict, taking into account
organisational policies and constraints.
• Implement the best solution and complete required reports.
• Acknowledge the views of all involved parties and providing them with
opportunities to express them
• Respond to all involved parties in a sensitive, courteous, respectful and
discreet manner
• Use effective conflict-resolution techniques and communication skills
• Minimise the impact of conflict on other colleagues and customers
• Resolve escalated complaints or disputes with customers
• Resolve team member disputes
Part A- Identify conflict in the workplace
Can you remember a time where you identified a potential conflict
situation in your workplace?
• Who was involved?
• What was the conflict about?
In this part of the assessment you are required to reflect back on a
conflict situation either in your current workplace or one that you are
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