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.
The 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.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
2 Questions Tagged
51 Students Purchased
102 Students Purchased
3 Questions Tagged
153 Students Purchased
Claim $100 Instant Credit On First Order
$50 Credited! Enter Your Mobile to Get More $50
Already registered? Login
Not Account? Sign up
AUD 5 has been Credited to your account. Enter phone number to get another AUD 5.