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This unit describes the performance outcomes, skills and knowledge required to resolve complex or escalated complaints and disputes with internal and external customers and colleagues. It requires the ability to use effective conflict resolution techniques and communication skills to manage conflict and develop solutions. It does not cover formal negotiation, counselling or mediation. The unit applies to all tourism, travel, hospitality and event sectors. The unit applies mainly to senior operational personnel, supervisors and managers who operate with some level of independence and use discretion and judgement to resolve conflicts. No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
AQF - Australian Quality FrameworkCertificate IV
Competency FieldCommunication and Teamwork, Hospitality
National Code - Training.gov.auSITXCOM005: Manage conflict
Copyright © 2018 TAFE SA, Government of South Australia. All rights reserved. Terms and conditions apply.
TAFEshop Identifier: TAFESA-1872
ISBN: 978-1-74282-312-6
TAFEshop Catalogue: PM15.1118
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