Assessment Task 2 - Cover Sheet

Student declaration
To be filled out and submitted with assessment responses
 I declare that this task is all my own work and I have not cheated or plagiarised the work or
colluded with any other student(s).
 I understand that if I am found to have plagiarised, cheated or colluded, action will be taken
against me according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment
tasks.

Student name

Student ID number

Student signature

Date

Assessor declaration
 I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.

Assessor name

Assessor signature

Date

Assessment outcome S NS DNS Resubmission Y N

Feedback

Student result response

 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.

Student signature

Date

A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
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Assessment Task 2: Practical task

Information for students

In this task, you are required to demonstrate your skills and knowledge by resolving complex or
escalated complaints and disputes with internal and external customers and colleagues. You will
be required to complete a number of role plays and have your performance observed by the
assessor.
You will need access to:

 your learning resources and other information for reference

 your Complaints Policy and Procedures

 your Conflict Resolution Policy and Procedures

 your Customer Service Policy and Procedures

 your Complaints Register template

 Incident report template

 a phone.

Ensure that you:

 review the advice to students regarding responding to written tasks in the Hospitality Works
Student User Guide

 comply with the due date for assessment which your assessor will provide

 adhere with your RTO’s submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed cover sheet with your work

 avoid sharing your answers with other students.

i Assessment information

Information about how you should complete this assessment can be found in Appendix
A of the Hospitality Works Student User Guide. Refer to the appendix for information
on:

 where this task should be completed

 how your assessment should be submitted.

Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix B of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.

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Activities
Complete the following activities.

1. Carefully read the following information.

Successful completion of this unit requires that you can resolve complex or
escalated complaints and disputes with internal and external customers and
colleagues.
You will need to participate in a number of role plays to demonstrate your skills and
knowledge.

What do I need to demonstrate?

During your practical assessments, you will be required to demonstrate a range of
the skills and knowledge that you have developed during your course. Answer the
following questions as below, your answer should include:

 How can you resolve escalated complaints or disputes with customers in

relation to each of the following:
o problem or fault with product or service

o delays or poor timing of product or service supply

o misunderstanding of customer request or communication barrier

 How can you resolve team member disputes in relation to:

o worker mistake

o dispute or argument among work colleagues

 How can you take appropriate action in response to the following threat or
conflict situations:
o customer refusing to leave or be pacified

o people involved in physical violence

 How can you use a range of conflict-resolution techniques and communication

skills when seeking to resolve each of the above situations. Describe three.

How will I provide evidence?

Your assessor will observe you throughout each role play/ Answer of your
questions. In most cases they will be participating in the role play as a customer or
colleague/answering the questions.
They will complete a checklist to record their observations/Answer sheets.

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2. Role play 1(Answer the questions)

Read the scenario.
You are working as the supervisor of the Bridge Hotel. It’s Mother’s Day and the
kitchen has been under pressure since the early breakfast service. As part of the
Bridge Hotel’s Mother’s Day promotion, the kitchen has been providing take away
service for families who prefer to stay at home and celebrate. Customers who
purchase take away can order from an ‘abbreviated’ menu (meaning they do not
have access to the full range of menu items as in-house diners) and the Bridge
Hotel will have delivery drivers send out the meals.
The busy lunch service is almost over and you are just about ready to breathe a
sigh of relief. One of the wait staff approaches you and hands you the phone. The
customer on the other end of the line is not happy and this is the second time they
have called today. They have asked to speak to the manager as no one else is able
to help them.
The role play will begin at this stage.
a. During this role play you must answer the following questions:

 How to demonstrate effective communication skills when interacting with the

customer?

 How can you take swift and tactful action to prevent escalation?

 How can you use relevant resources (policies and procedures) to assist in
managing conflict?

 How can you establish and agree on the nature and details of conflict?

 How can you determine impact of the conflict at your workplaces?

 How can you respond to the customer in a sensitive, courteous, respectful and
discreet manner?

 How can you follow organisation procedures to address the conflict ?

 as the supervisor, determine your responsibility in regards to resolving this

conflict by considering organisation procedures

 Write down how can you evaluate options in regards to resolving the conflict
and implement the best solution?.
b. At the end of the role play, you will need to complete the Complaints Register
and ocument your ideas for improvement and submit it to your trainer/assessor.
c. You will also need to write an email to the customer and ask them to provide you
with feedback about the outcome. Ensure that this is written clearly, respectfully
and professionally.

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3. Role play 2
To ensure realism, you will not be provided with any background information about
this conflict situation. Your assessor will tell you where you need to stand at the
beginning of the role play. You are then to respond to the situation as it unfolds.
a. After this role play you must answer the following questions:

 How can you demonstrate effective communication skills when interacting with
the customer?

 How can you take swift and tactful action to prevent escalation?

 How can you identify and use relevant resources (policies and procedures) to
assist in managing conflict?

 How can you establish and agree on the nature and details of conflict with all
parties and assess impact?

 How can you respond to the customer in a sensitive, courteous, respectful and
discreet manner?

 How can you follow organisation procedures to address the conflict?

 How can you as the supervisor, determine your responsibility in regards to

resolving this conflict by considering organisation procedures?

 How can you evaluate options in regards to resolving the conflict and
implement the best solution?
b. At the end of the role play, you will need to complete the Complaints Register
and document your ideas for improvement.
c. You will also need to write an email to the wait person involved that does the
following:

 explains the importance of feedback and debriefing after a conflict

 provides feedback about their response to the conflict in regards to

organisation policy and procedures

 discusses the impact of the situation in regards to Bridge Hotel’s legal liability,
had the customer become ill

 discusses the impact of the business’s reputation should the customer go

ahead with negative reviews on social media

 encourages them to provide you with feedback about the conflict and how it
was resolved.

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4. Role play 3
This role play is linked to Role play 2 and occurs the next day. The same staff from
the night before are coming in to start their shift.
Your assessor will provide you with some guidance about where you are to begin
the role play.
a. After your this role play you must write the answers of the following questions:

 How can you demonstrate effective communication skills when interacting with
those involved?

 How can you identify potential for conflict?

 How can you take swift and tactful action to prevent escalation?

 How can you identify situations where personal safety of colleagues may be
threatened and organise appropriate assistance?

 How can you identify and use relevant resources (policies and procedures) to
assist in managing conflict?

 How can you establish and agree on the nature and details of conflict with all
parties and assess impact?

 How can you manage conflict within scope of own role and responsibilities,
and according to organisational procedures?

 How can you evaluate options to resolve the conflict in line with organisation
policies and constraints?

 How can you seek to resolve a solution to this conflict?

 How can you implement the best solution based on the situation that is
occurring and your responsibility to uphold organisation procedures?
b. Note that this role play will include some aggressiveness from a Bridge Hotel
staff member who is under the influence of drugs. Write to your assessor before if
you are concerned or feel uncomfortable about this scenario.
c. At the end of the role play, you will need to complete an incident report that
clearly details the situation that occurred. Use the Incident Report template to do
this.

5. Reflection
a. Write to your assessor once all role plays are complete. This is an opportunity to
reflect on your performance and how you felt you resolved the situations. Explain
any improvements you would make to your own performance and whether you feel
that the solution was the most effective, based on the circumstances.
b. Explain the causes of the conflicts that occurred and what you would do to make
sure these do not happen again. You can refer to your Complaint Register for this
part of the discussion.

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6. Submit documents to your assessor.

Ensure that all your pieces of documentation are clear and complete. Submit:

 Your email for Role play 1

 Your email for Role play 2

 Your incident report for Role play 3

 Your completed Complaints Register that addresses Role plays 1 and 2.

Send or submit the completed documents to your assessor.

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Assessment Task 2: Checklist

Student’s name:

Completed
successfully? Comments

Did the student: Yes No

Role play 1:

Identify potential for conflict?

Take swift and tactful action to prevent

escalation?

Identify and use relevant resources to

assist in managing conflict?

Establish and agree on the nature and

details of conflict?

Determine impact of conflict?

Manage conflict and take responsibility

to seek a solution within scope of own
role and responsibilities as per
Complaints Policy and Procedures and
Customer Service Policy and
Procedures?

Evaluate options to resolve the conflict,

taking into account organisational
policies and constraints, and
implemented best solution?

Complete required reports?

Sought feedback from the customer

about the outcome?

Reflect on the conflict, their handling of

the situation and the solution they
decided upon?

Identity the causes of the conflict and

identify workplace enhancements and/or

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improvements?

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Demonstrate effective communication

skills during the role play?

Role play 2:

Identify potential for conflict?

Take swift and tactful action to prevent

escalation?

Identify and use relevant resources to

assist in managing conflict?

Establish and agree on the nature and

details of conflict?

Determine impact of conflict?

Manage conflict and take responsibility

to seek a solution within scope of own
role and responsibilities as per
Complaints Policy and Procedures and
Customer Service Policy and
Procedures?

Evaluate options to resolve the conflict,

taking into account organisational
policies and constraints, and
implemented best solution?

Complete required reports?

Provide feedback to the wait person

about the conflict and the outcome?

Sought feedback from the wait person

about the conflict and the outcome?

Reflect on the conflict, their handling of

the situation and the solution they
decided upon?

Identity the causes of the conflict and

identify workplace enhancements and/or
improvements?

Demonstrate effective communication

skills during the role play?

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Role play 3:

Identify potential for conflict?

Take swift and tactful action to prevent

escalation?

Take action within own scope of

responsibility to deal with a situation that
impacted the personal safety of staff?

Sought assistance in seeking a solution

to this conflict?

Identify and use relevant resources to

assist in managing conflict, within own
scope of responsibility?

Implement the most appropriate

solution?

Complete required report?

Reflect on the conflict, their handling of

the situation and the solution they
decided upon?

Identity the causes of the conflict and

identify workplace enhancements and/or
improvements?

Demonstrate effective communication

skills during the role play?

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date:

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Final results record

Student name:

Assessor name:

Date:

Unit name:

Qualification name:

Final assessment results

Result

Task Type Satisfactory Unsatisfactory Did not submit

Assessment Task 1 Knowledge questions S U DNS

Assessment Task 2 Role plays S U DNS

Overall unit results C NYC

Feedback

 My performance in this unit has been discussed and explained to me.

 I would like to appeal this assessment decision.

Student signature: _________________________________________ Date: _________________

 I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.

Assessor signature: _______________________________________ Date: _________________

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