Student Name: Student ID: Submission number Assessment Task…

QuestionStudent Name: Student ID: Submission number Assessment Task… Student Name:               Student ID:                     Submission number        Assessment Task 2: Practical taskInformation for studentsIn 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  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 referenceyour Complaints Policy and Proceduresyour Conflict Resolution Policy and Proceduresyour Customer Service Policy and Proceduresyour Complaints Register templatea phone.Ensure that you:review the advice to students regarding responding to written taskscomply with the due date for assessment which your assessor will provideadhere with your RTO’s submission guidelinesanswer all questions completely and correctlysubmit work which is original and, where necessary, properly referencedDo not share your answers with other students   Assessment information I This assessment includes role play.All role plays need to be done completed in the simulated video environment in your home with only one other person and a 1.5m between the participants (AUS Legislation COVID19 Victoria lock downA reflection report.Check your assessment due date in Moodle. ActivitiesCarefully 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. These include:resolving escalated complaints or disputes with customers in relation to each of the following:problem or fault with product or servicedelays or poor timing of product or service supplymisunderstanding of customer request or communication barrierresolving team member disputes in relation to:worker mistakedispute or argument among work colleaguestaking appropriate action in response to the following threat or conflict situations:customer refusing to leave or be pacifiedpeople involved in physical violenceusing a range of conflict-resolution techniques and communication skills when seeking to resolve each of the above situations.How will I provide evidence?Your assessor will observe you throughout each role play. In most cases they will be participating in the role play as a customer or colleague.  (For COVID19 requirement for Victoria). you will video tape these role plays in a simulated area of your home, 1.5m of each other no more than you and the participant. You will then need to upload this video on (should not be much more than 5 mns). The video link for each video will then be uploaded in Moodle. Your trainer will complete a checklist to record their observations after watching your video.   Role play 1  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. During this role play you must:demonstrate effective communication skills when interacting with the customertake swift and tactful action to prevent escalationidentify and use relevant resources (policies and procedures) to assist in managing conflictestablish and agree on the nature and details of conflictdetermine impact of the conflictrespond to the customer in a sensitive, courteous, respectful and discreet mannerfollow organisation procedures to address the conflictas the supervisor, determine your responsibility in regards to resolving this conflict by considering organisation proceduresevaluate options in regards to resolving the conflict and implement the best solution.    Role play 2  Role play 2 should be based on a conflict involving an internal customer (other team member or colleagues involved in an argument).To ensure realism, you will not be provided with any background information about this conflict situation. Your assessor will give you some examples of conflict or you can choose one of your own. (example: roster dispute, conflict on task to perform, dispute over personal conflict, etc). Make sure your trainer accepts the topic of your role play.You may need to be more than 2 people for this scenario. You are then to respond to the situation as it unfolds.During this role play you must:demonstrate effective communication skills when interacting with the customertake swift and tactful action to prevent escalationidentify and use relevant resources (policies and procedures) to assist in managing conflictestablish and agree on the nature and details of conflict with all parties and assess impactrespond to the internal customer in a sensitive, courteous, respectful and discreet mannerfollow organisation procedures to address the conflictas the supervisor, determine your responsibility in regards to resolving this conflict by considering organisation proceduresevaluate options in regards to resolving the conflict and implement the best solution.At the end of the role play, you will need to complete the Complaints Register and document your ideas for improvement.  Role play 3  This role play needs to involve a customer refusing to leave or be pacified, leading to a threat of physical violence.Note  that this role play will include some aggressiveness from a Bridge Hotel staff member or from a customer who is under the influence of drugs. Speak to your assessor before if you are concerned or feel uncomfortable about this scenario. Your assessor will give you some examples of conflict or you can choose one of your own. (example: a customer under the influence of alcohol refusing to leave, or patrons arguing in the bar, or even worse someone punched another person). Make sure your trainer accepts the topic of your role play.During this role play you must:demonstrate effective communication skills when interacting with those involveduse a range of conflict-resolution techniques and communication skills when seeking to resolve the above situationstake swift and tactful action to prevent escalation to physical harmidentify situations where personal safety of colleagues may be threatened and organise appropriate assistanceidentify and use relevant resources (policies and procedures) to assist in managing conflictestablish and agree on the nature and details of conflict with all parties and assess impactmanage conflict within scope of own role and responsibilities, and according to organisational proceduresevaluate options to resolve the conflict in line with organisation policies and constraintsseek to resolve a solution to this conflictimplement the best solution based on the situation that is occurring and your responsibility to uphold organisation procedures.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.Written Reflection   You must write reflections for each of the scenario and answer the questions Written Reflection for Role play 1Identify and evaluate the impact of the scenario on the business’s reputation if the customer was going to write negative reviews on social media   explains the importance of feedback and debriefing after a conflict  How would you encourage them to provide you with feedback about the conflict and  if they are satisfied on how it was resolved  Discuss the causes of the conflict that occurred and what would you do to make sure these do not happen again. You can refer to your complaint register for this part.  Discuss any improvements you would make to your own performance and whether you feel that the solution was the most effective, based on the circumstances.    Written Reflection for Role play 2Identify and evaluate the impact of the scenario on the business’s reputation.  Identify and evaluate the impact of this scenario on the business’s legal liabilities if one of the colleague had contacted fair work.  Explain the importance of feedback and debriefing after this conflict  How would you encourage the team members involved in this conflict to provide you with feedback and  Discuss the causes of the conflict that occurred and what would you do to make sure these do not happen again. You can refer to your complaint register for this part.  Discuss any improvements you would make to your own performance and whether you feel that the solution was the most effective, based on the circumstances.    Written Reflection for Role play 3 Identify and evaluate the impact of the scenario on the business’s reputation.  Identify and evaluate the impact of this scenario on the business’s legal liabilities.  Explain the importance of feedback and debriefing after this conflict  Discuss the causes of the conflict that occurred and what would you do to make sure these do not happen again. You can refer to your complaint register for this part.  Discuss any improvements you would make to your own performance and whether you feel that the solution was the most effective, based on the circumstances.    . What needs to be submitted in MoodleThis Task 2 Instructions with answers to the reflections.Your video link for Role play 1Your video link for Role play 2Your incident report for Role play 3Your completed Complaints Register that addresses Role plays 1 and 2.            Arts & HumanitiesWriting002 SITXCOM002Share Question