SITXCOM005 - Delays or Poor Timing of Product Service Supply & Incorrect Pricing of Product or Service - Management Assignment Help

Assignment Task -             

    
 

Assessment details 

• This is assessment three of three for this unit. 

• This is a summative assessment. 

• This assessment is single sided. 

• It is an open book assessment. 

• This assessment must be completed individually. 

• All questions are to be answered correctly to be deemed Satisfactory in the  assessment. 

• The cover page must be completed in full when you submit the assessment. • This assessment must be submitted by the due date or it will be deemed an automatic  NYS. If that is the case the student will be charged a re-assessment fee if the  assessors deems it NYS when they mark it. 

 

Assessor Instructions 

Assessor is to follow the instructions with the candidate as per the Project Guidelines Sheet. ANIBT’s normal rules of assessment and assessor instructions and guidelines are detailed in  the Trainer and Assessor responsibilities handbook.

 

 

Part 1 

Choose three of the areas of conflict in section A, 3 areas of conflict in section B, 3 areas of  conflict in section C, and answer the questions listed on the next page in relation to each of  them.  

Your response for each situation should be at least 1 page.  

Section A (Select 3) 

Resolving escalated complaints or disputes with customers in relation to at least three of the  following matters: 

• Delays or poor timing of product or service supply 

• Incorrect pricing of product or service 

• Delays or errors in providing product or service 

• Misunderstanding of customer request or communication barrier • Problem or fault with product or service 

• refused entry or ejection from premises 

 

Section B (Select 3) 

Resolve team member disputes in relation to at least three of the following complex matters: • Dispute or argument among work colleagues 

• Job duties or rosters 

• Lack of competence 

• Worker mistake 

• Dismissal 

• Cultural misunderstanding 

 

Section C (Select 3) 

Take appropriate action in response to tree of the following threat or conflict situation.

• Customer refusing to leave or be pacified 

• Drug or alcohol affected person 

• Person who appears to be violent or are threatening 

• People involved in physical violence 

• Person with gun or arms 

• Situation where someone has or may be hurt. 

 

QUESTIONS 

1. What impact might the conflict have on the organisation’s reputation and legal liability? 2. How could you stop the conflict from escalating? 

3. Conflict can be positive/ constructive or negative. Explain what that means and how your  actions can influence whether each of the conflict situations has positive or negative  outcomes. 

4. If the person you are in conflict with is very angry, how could you deal with their anger?  How can you ensure the safety of everyone present (for example if a person is intoxicated,  violent, armed with a weapon etc)? 

5. What resources might you use to help you to resolve the conflict? How might they help? 

6. When the customer/ colleague has calmed down and is no longer angry, what will you do  then? 

7. How will you agree on the nature and details of the conflict? 

8. How will you manage/ resolve the conflict situation? 

9. Make a list of possible solutions to the conflict. Identify those that are win–win resolutions.  Identify which solution you would ultimately implement and why. 

10. How would you evaluate the effectiveness of the implemented solution and what  workplace improvements might you introduce as a result of the conflict?

 

 

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