Manage conflict

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Description

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.

Classifications

AQF - Australian Quality Framework
Certificate IV

Competency Field
Communication and Teamwork, Hospitality

National Code - Training.gov.au
SITXCOM005: Manage conflict

Copyright Description

Copyright © 2018 TAFE SA, Government of South Australia. All rights reserved. Terms and conditions apply.

Catalogue Item

TAFEshop Identifier: TAFESA-1872

ISBN: 978-1-74282-312-6

TAFEshop Catalogue: PM15.1118

TAFE SA

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