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.
This 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.
Mapping | Notes | Date |
---|---|---|
Is superseded by and equivalent to SITXCOM005 - Manage conflict | • Equivalent • Unit updated to meet the Standards for Training Packages. | 02/Mar/2016 |
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