What internal and external resources may be utilised

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Reference no: EM133040790

ASSESSMENT TASK6: WRITTEN QUESTIONS

QUESTION 1
List eight (8) common signs of conflict.

QUESTION 2
In terms of conflict theory, list the features of each of the stages of conflict using the template following:

QUESTION 3
In terms of conflict theory, what are the main five (5) contributing factors to conflict in a workplace?

QUESTION 4
In relation to conflict theory, what are the five (5) levels of conflict that can exist within an organisation?

QUESTION 5
a) In relation to conflict theory, what are four (4) possible positive outcomes/results of conflict?
b) In relation to conflict theory, list at least six (6) possible negative outcomes/results of conflict?

QUESTION 6
List the characteristics of each of the following conflict resolution techniques, using the template below:

QUESTION 7
What internal and external resources may be utilised in managing a conflict situation? List a minimum of six (6).

QUESTION 8
a) What are the three (3) purposes/ objectives of the Australian consumer protection laws relating to customer service?
b) Research the Australian Competition and Consumer Commission and identify the ten (10) main sections/components of the Competition and Consumer Act 2010 that may assist to resolve conflicts.

QUESTION 9
When a business sells products/goods, what are the nine (9) consumer guarantees which the businesses guarantees and is responsible to ensure about the goods under Australian consumer law? The goods:-

QUESTION 10
Under Australian consumer protection laws, what are four (4) requirements that apply for a cancellation fee to be legally binding?

QUESTION 11
If a business provides information to a customer about an impending price rise in an attempt to induce them to buy a product or service, what three (3) criteria is the business responsible to comply with in order to be legal under Australian consumer protection laws?

QUESTION 12
What are the two (2) conditions under the Australian Consumer Law where a customer is legally entitled to a replacement or refund for a product they have received, and the business is responsible to provide the refund?

QUESTION 13
a) What provisions or conditions is a business allowed to include in its policies and procedures to override consumer guarantees and rights under Australian consumer protection laws?
b) Under Australian consumer protection laws, when advising customers of policies and procedures applying to refunds, what three (3) signs are unlawful?

QUESTION 14
Using the template below, list the effect on planning for quality customer service for each of the following factors subject to changes in the internal and external environment:

QUESTION 15A
Outline six (6) effective methods to conduct formal and informal customer research.

QUESTION 15B
Outline six (6) effective methods to obtain feedback from customers

QUESTION 15C
Outline the three (3) main sources where organisational improvements are suggested

QUESTION 16
Explain the key difference between qualitative and quantitative methods in formal and informal customer research, including two (2) examples of each method.

QUESTION 17
Outline each of the following methods of assessing the effectiveness of customer service practices in an organisation:

QUESTION 18
List the ten (10) key areas in a business where they may have policies and procedures that will assist in ensuring quality customer service.

QUESTION 19
List four (4) reliable sources of information on current service trends and changes that affect service delivery.

QUESTION 20
What are the eight (8) overarching processes and methods involved in successfully implementing quality service provision?

QUESTION 21
What are the seven (7) steps to achieve customer service excellence and implementing the provision of quality service according to Business Victoria?

QUESTION 22
Provide an outline of the aims and framework/purported benefits of each of the following industry accreditation schemes available through Restaurant & Catering Industry Association of Australia by completing the table below:
a) Gold Licence Caterers Accreditation
b) Certified Professional Restaurateur
c) Green Table Australia Environmental Sustainability Accreditation

QUESTION 23
Provide an outline of the aims and framework/purported benefits of the AFTA Travel Accreditation Scheme (ATAS) by completing the table below:

QUESTION 24
Provide an outline of the aims and framework/purported benefits of the Star Ratings Australia accommodation industry scheme by completing the table below:

QUESTION 25
Provide an outline of the Energy Star Ratings industry scheme under the governance of the Australian Department of Industry, Science and Energy by completing the table below:

QUESTION 26
What is the purpose of the Franchising Code of Conduct?

QUESTION 27
Provide an outline of theePayments Code by completing the table below:

QUESTION 28
What are the seven (7) best practice standards which are the basis of the ADMA Code of Practice?

QUESTION 29
a) Identify below three (3) typical causes of conflict with customers in the tourism, travel, hospitality and event industries.
b) What are three (3) possible causes of conflict between staff in these industries?
QUESTION 30
Using the template below, list typical causes of each of the commonly occurring conflict situations in the tourism, travel, hospitality and event industries

QUESTION 30B
Identify and evaluate the impact of conflict (in each of the following situations) on a business's reputation and legal liability

QUESTION 31
What three (3) mandatory signage is available from the Victorian Commission for Gambling and Liquor Regulation for licensees of On-premises (including late night on-premises venues that may assist patrons understand their responsibilities and aid the deterrence or resolution of alcohol related conflicts?

QUESTION 32
List any five (5) additional optional signage available from the Victorian Commission for Gambling and Liquor Regulation for licensees of On-premises (including late night on-premises venues that may assist patrons understand their responsibilities and aid the deterrence or resolution of alcohol related conflicts?

QUESTION 33
List the five (5) signage available from the Tasmanian Government Department of Treasury (Liquor and Gaming) for licensees of On-premises (including late night on-premises venues that may assist patrons understand their responsibilities and aid the deterrence or resolution of alcohol related conflicts?
QUESTIONS 34& 35 - CASE STUDY
CASE STUDY BACKGROUND INFORMATION

Champion Sports Bar surveyed 100 patrons to gather feedback on customer satisfaction with;
» The range of drinks and the range of food
» The prices of drinks and the prices of food
» The greeting on arrival and the friendliness of staff
» Time taken to serve drinks and time taken to serve food
» The cleanliness of the venue and the cleanliness of staff

QUESTION 34
Input the results into the software program provided (electronic handout: Survey Analysis Tool)and calculate the satisfaction % rate for each of the factors surveyed, to be able to answer the following questions.
a) What is the customer satisfaction % rate for the variety of drinks?
a) What is the customer satisfaction % rate for the variety of food?
b) What is the customer satisfaction % rate for the prices of drinks?
c) What is the customer satisfaction % rate for the prices of food?
d) What is the customer satisfaction % rate for the way staff greet patrons?
e) What is the customer satisfaction % rate with the friendliness of staff?
f) What is the customer satisfaction % rate with the time staff take to serve drinks?
g) What is the customer satisfaction % rate with the time staff take to serve food?
h) What is the customer satisfaction % rate with the cleanliness of the venue?
i) What is the customer satisfaction % rate with the cleanliness of the staff?

QUESTION 35
a) Based on your analysis, what two (2) factors demonstrate where the business is performing the best?
b) Based on your analysis, what three (3) factors indicate the business is performing the worst?
c) Print out the Champion Sports Bar Customer Survey Data Report from the software tool and include it with your submission.

Attachment:- Workplacement Cluster Assessment Booklet.rar

Reference no: EM133040790

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