BHI & CAE ASSESSMENT COVER SHEET

This form must be attached to the front of all submitted hard copy assessments .

Student Details: Student to complete

Student Name:

Student ID :

Student Declaration:
By signing below, I declare that the work submitted here is my own work and it does not include work which is
plagiarised, copied in whole or in part from another student or other source such as published books, internet or
journals without due acknowledgement in the text.

Student Signature: Date:

Assessment Details: Teacher to complete

SIT40416 Certificate IV in Hospitality
Course National ID and Title SIT40516 Certificate IV in Commercial Cookery
SIT40716 Certificate IV in Patisserie
Unit/s National ID and Title SITXCOM005 – Manage Conflict
Assessment Task number and name Assessment Task 2 Practical Observation
Date due: Date submitted:
Assessor Name: Vikram Arora

Assessment Result and Feedback

Satisfactory
Result Re-submit date if required:
Not yet Satisfactory
Feedback:

Assessor’s signature: Date:

I acknowledge that I have received Student signature Date:

the assessor’s feedback
Assessment Review
If you believe that you have been assessed unfairly, you have the right to request an informal assessment review.
When your assessment cover sheet is returned to you, you can request an informal review by filling in the section
below and returning it to your assessor or the Operations Manager of your area. If you are not satisfied with the
outcome, you can apply for a formal review of assessment on the application form located on the Box Hill Institute
Website https://goo.gl/Pb3Rtx

VCE courses: VCAA rules and regulations replace the above assessment review. Please
see your VCE Teacher or VCE Coordinator for further discussion.

I request a review of my assessment for the following reasons (not applicable to VCE courses):

Student Signature Date

BHI Quality Management System

Assessment Cover Sheet
Version 5: 2018. Page 1 of 8
Instructions to Student

Assessment task name Assessment Task 2

Assessment task type Practical Observation
Time allowed 3 hours
Where the assessment will take place In Class and in your own time
Personal protective equipment required N/A
Emergency procedures N/A
Equipment provided N/A
Individual or group work Individual
Support equipment allowed i.e.: calculator, No
dictionary
Context and conditions of assessment Clearly outline the conditions under which the evidence for the
assessment task will be gathered. Your curriculum document may
provide you with some information.
What to submit Completed Assessment Task
How to submit Upload to Student Web
How to present your work Professionally
How many attempts at assessment are 2
permitted
Naming protocol for electronic files
How will the assessment judgement be made Observation checklist Exemplar

Performance checklist Rubric

Answer guide -

Safety

If at any time during the learning and assessment process, your Trainer/Assessor considers that the safety
of any person is at risk they will abort the session.

Reasonable Adjustment

Students identifying as having a disability may access reasonable adjustment to enable them to participate in
training and assessment on the same basis as other students. Students can learn more about this through the
Learners with a disability policy and procedure on the Box Hill Institute website http://www.boxhill.edu.au/for-
students/student-support or by calling Student Life on 9286 9891, by emailing the Disability liaison service on
dls@boxhill.edu.au or by calling into the Student Life office at Elgar Campus in E3.G56, just near the cafeteria.

Special Consideration

Where a student anticipates that a result will be impacted by special circumstances such as ill health or
bereavement, application can be made for special consideration. Forms can be accessed from the Student Life
office at Elgar Campus in E3.G56 or downloaded at: http://www.boxhill.edu.au/for-students/student-
information/forms-and-downloads.

VCE courses: Supplementary exam procedures apply. Please see your VCE Teacher or VCE
Coordinator for further discussion.

BHI Quality Management System

Assessment Cover Sheet
Version 5: 2018. Page 2 of 8
Title/ number of assessment Assessment Task 2 – Practical observation
task:
Unit(s) of competency
SITXCOM005– Manage Conflict
Code/s and title/s:
Assessment method: Practical observation
Task Instructions
1. The practical assessment for this unit of competency consists of 3 parts, Part A, Part
B and Part C.

Part A: You will be observed resolving 3 different escalated complaints or disputes with
customers.
Part B: You will be observed resolving 2 different team member disputes.
Part C: You will be observed taking appropriate action in response to at least 2 threat
conflict situations

2. You will be observed completing each of the tasks as detailed below or as defined
and instructed by your trainer.

This assignment is one form of assessment that is used to collect evidence of competency for
this unit.
To demonstrate competence you must correctly answer all questions. Any shortfalls or wrong
responses may be followed up by your trainer in verbal, written or practical instance.
If more space is required for any answer you may attach a separate page containing name,
assessment date, unit title unit code and the assessment task number and attach this page with
the current assessment task before submission or alternatively use the back of each paper with
a clear reference to the relevant question(s).
Ensure you check your work before submitting.
Please note, once the assessor has marked your work they will provide you with feedback.
You will be required to complete other relevant assessment tasks for this unit as instructed by
your teacher or trainer.

Equipment / resources required

Equipment / resources student must Equipment / resources to be provided by
provide: Box Hill Institute:

Instructions to the Assessor / Supervisor

Marking guides

BHI Quality Management System

Assessment Cover Sheet
Version 5: 2018. Page 3 of 8
Assessment 2
PART A

You will be observed demonstrating how you resolve 3 escalated complaints or disputes (to be selected from the list
below/”Nature of problem”) with customers. When solving the complaints or disputes you are required to apply a
range of conflict-resolution techniques and communication skills. The observation criteria below provide an indication
of the expected performance requirements.

Instance Date Duration from ... to... Nature of problem (3 must be selected in total for instances 1-3)

Instance 1:

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

Brief Overview of the nature of problem

Work or Service Context:

Instance 2: Nature of problem (3 must be selected in total for instances 1-3)

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

Brief Overview of the matter/problem:

BHI Quality Management System

Assessment Cover Sheet
Version 5: 2018. Page 4 of 8
 Work or Service Context:

Instance 3: Nature of problem (3 must be selected in total for instances 1-3)

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

Brief Overview of the matter/problem:

Work or Service Context:

BHI Quality Management System

Assessment Cover Sheet
Version 5: 2018. Page 5 of 8
PART B

You will be observed demonstrating how you resolve 2 team member disputes (to be selected from the list
below/”Nature of problem”) with customers. When solving the complaints or disputes you are required to apply a
range of conflict-resolution techniques and communication skills. The observation criteria below provide an indication
of the expected performance requirements.

Instance Date Duration from ... to... Matter/problem (2 must be selected in total for instances 1-2)
Instance 1:

dispute or argument among work colleagues

job duties or rosters
lack of competence
worker mistake
dismissal
cultural misunderstanding
Brief Overview of the matter/problem:

Work or Service Context:

Instance 2: Matter/problem (2 must be selected in total for instances 1-2)
dispute or argument among work colleagues
job duties or rosters
lack of competence
worker mistake
dismissal
cultural misunderstanding
Brief Overview of the matter/problem:

BHI Quality Management System

Assessment Cover Sheet
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 Work or Service Context:

PART C
You will be observed demonstrating how you take appropriate action during 2 threat or conflict situations. When
seeking to solve or manage the relevant situations, you are required to apply a range of conflict-resolution
techniques and communication skills. The observation criteria below provide an indication of the expected
performance requirements.

Instance Date Duration from ... to... Threat/Conflict (2 must be selected in total for instances 1-
2)
Instance 1:

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 been or may be hurt
Brief Overview of the matter/problem:

Work or Service
Context:
Instance 2: Threat/Conflict (2 must be selected in total for instances 1-
2)
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
BHI Quality Management System
Assessment Cover Sheet
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 person with gun or arms
situation where someone has been or may be hurt
Brief Overview of the matter/problem:

Work or Service
Context:

BHI Quality Management System

Assessment Cover Sheet
Version 5: 2018. Page 8 of 8