a tick () in the column to reflect evidence obtained to determine Competency of the student for each Performance Criteria. Observation 3rd Party Oral Written Work Element & Performance Criteria Other of skills Statement Questions Questions Projects Element 1: Respond to complaints Handle complaints sensitively, courteously and discretely Take responsibility for resolving complaints Handle complaints in accordance with enterprise procedures Element 2: Identify and manage conflict situations Identify potential for conflict quickly and take appropriate action to prevent escalation Identify threats to personal safety of customers or colleagues quickly and organize appropriate assistance Element 3: Resolve conflict situations Take responsibility for finding a solution to the conflict situations within scope of individual responsibility and job role Manage conflict by applying effective communication skills and anger management techniques Use conflict resolution skills to manage the conflict situation and develop solutions Candidate signature Date Assessor signature Date
a tick () in the column to reflect evidence obtained to determine Competency of the student for each Performance Criteria. Element & Performance Criteria Observation of skills 3rd Party Statement Oral Questions Written Questions Work Projects Other Element 1: Respond to complaints Handle complaints sensitively, courteously and discretely Take responsibility for resolving complaints Handle complaints in accordance with enterprise procedures Element 2: Identify and manage conflict situations Identify potential for conflict quickly and take appropriate action to prevent escalation Identify threats to personal safety of customers or colleagues quickly and organize appropriate assistance Element 3: Resolve conflict situations Take responsibility for finding a solution to the conflict situations within scope of individual responsibility and job role Manage conflict by applying effective communication skills and anger management techniques Use conflict resolution skills to manage the conflict situation and develop solutions Candidate signature Date Assessor signature Date
AM_Manage_&_resolve_conflict_situation_refined.docx