SIT40116 Certificate IV In Travel And Tourism :Identify potential for conflict and take swift and tactful action to prevent escalation.

Identify potential for conflict and take swift and tactful action to prevent escalation.
Identify situations where personal safety of customers or colleagues may be threatened and organise appropriate assistance.
Identify and use resources to assist in managing conflict.
Establish and agree on the nature and details of conflict with all parties and assess impact.
Manage conflict  within scope of own role and responsibilities, and according to organisational procedures.
Take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required.
Identify and evaluate impact of conflict on business reputation and legal liability.
Evaluate options to resolve the conflict, taking into account organisational policies and constraints.
Implement the best solution and complete required reports.
Communicate with parties involved to seek and provide feedback on conflict and its resolution.
Evaluate and reflect on the conflict and effectiveness of the solution.
Determine possible causes of workplace conflict and provide input for workplace enhancement and improvements.

Coach Others In Job Skills

Identify need for coaching based on a range of factors.
Identify specific coaching needs through discussion with colleague and organise coaching sessions.
Explain overall purpose of coaching to colleague.
Explain and demonstrate specific skills.
Communicate required knowledge and check colleague understanding.
Advise organisational procedures for completing workplace tasks.
Provide colleague with opportunity to practise skill and ask questions.
Provide feedback in constructive and supportive manner.
Monitor progress of new workplace skills and provide supportive assistance.
Report progress to the appropriate person.
Identify performance problems or difficulties with coaching and rectify or refer to appropriate person for follow-up. 

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