SITXCOM010 — Manage conflict
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What an assessment for SITXCOM010 must cover
62 assessable components: 3 elements (12 performance criteria), 17 performance evidence and 29 knowledge evidence requirements, plus 4 foundation skills. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.
Elements & performance criteria
1 Identify conflict situations.
- 1.1Identify potential for conflict and take swift and tactful action to prevent escalation.
- 1.2Identify situations where personal safety of customers or colleagues may be threatened and organise appropriate assistance.
- 1.3Identify and use resources to assist in managing conflict.
2 Resolve conflict.
- 2.1Establish and agree on the nature and details of conflict with all parties and assess impact.
- 2.2Manage conflict within scope of own role and responsibilities, and according to organisational procedures.
- 2.3Take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required.
- 2.4Identify and evaluate impact of conflict on business reputation and legal liability.
- 2.5Evaluate options to resolve the conflict, taking into account organisational policies and constraints.
- 2.6Implement the best solution and complete required reports.
3 Evaluate conflict resolution.
- 3.1Communicate with parties involved to seek and provide feedback on conflict and its resolution.
- 3.2Evaluate and reflect on the conflict and effectiveness of the solution.
- 3.3Determine possible causes of workplace conflict and provide input for workplace enhancement and improvements.
Performance evidence
- Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
- take action to resolve escalated complaints or disputes with customers in relation to at least three of the following matters:
- cultural misunderstanding
- incorrect pricing of product or service
- delays or errors in providing product or service
- misunderstanding of customer request or communication barrier
- person who appears to be violent or threatening
- problem or fault with product or service
- refused entry or ejection from premises
- situation where someone has been or may be hurt
- take action to resolve team member disputes in relation to at least two of the following matters:
- dispute or argument among work colleagues
- drug or alcohol-affected person
- job duties or rosters
- lack of competence
- use conflict-resolution and communication techniques when seeking to resolve above situations
- organisational procedures for evaluating conflict resolution.
Knowledge evidence
- Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
- commonly occurring conflict situations in the tourism, travel, hospitality and event industries and their typical causes
- conflict theory:
- signs
- stages
- levels
- factors involved
- results
- conflict-resolution techniques:
- assertiveness
- negotiation
- use of appropriate communication
- acknowledging the views of all involved parties and providing them with opportunities to express them
- responding to all involved parties in a sensitive, courteous, respectful and discreet manner
- minimising the impact of conflict on other colleagues and customers
- resources to assist in managing conflict:
- counsellors
- internal security staff
- mediators
- other staff members
- police
- communication techniques:
- active listening
- empathising with the person’s situation while upholding organisational policy
- non-verbal communication and recognition of non-verbal signs
- language style
- questioning techniques
- those appropriate to different social and cultural groups
- organisational policies and procedures for complaint, conflict and dispute resolution.
Foundation skills
- Reading skills to:: research sources of internal and external assistance to resolve the conflict.
- Writing skills to:: prepare reports, noting comprehensive details of the conflict, the parties involved, discussions with all parties and the resolution.
- Initiative and enterprise skills to:: consider and suggest changes to workplace practices to avoid future conflict.
- Teamwork skills to:: discuss and resolve conflicts between team members.
Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.
See what you get before you start
Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:
Questions about assessing SITXCOM010
What does an assessment tool for SITXCOM010 need to cover?
To satisfy the Principles of Assessment and Rules of Evidence, an assessment for SITXCOM010 needs to address all 62 unit components: 3 elements with 12 performance criteria, 17 performance evidence requirements, 29 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.
How does Auditori generate an assessment tool for SITXCOM010?
Auditori pulls the current release of SITXCOM010 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.
Is the first assessment tool really free?
Yes. Every new account includes one free credit — enough to generate the complete assessment tool for SITXCOM010 — with no card and no subscription required. After that it's pay-as-you-go per unit.
Can I check my existing SITXCOM010 assessment instead of generating a new one?
Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of SITXCOM010, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.
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