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This unit outlines the performance goals, abilities, and knowledge needed to address difficult or escalated complaints and conflicts with internal and external customers and coworkers. It necessitates the capacity to handle conflict and generate solutions using effective conflict resolution approaches and communication skills. Formal negotiation, counselling, or mediation are not covered.
The unit is applicable to all industries of tourism, travel, hospitality, and events.
The unit is mostly for senior operational staff, supervisors, and managers who operate with some autonomy and settle issues using discretion and judgement.
At the time of writing, there are no occupational licensure, certification, or particular legislation requirements that relate to this unit.
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