Course Title: Resolve disputes

Part A: Course Overview

Program: C4170

Course Title: Resolve disputes

Portfolio: BUS

Nominal Hours: 25.0

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Course Code




Learning Mode

Teaching Period(s)


City Campus


650T TAFE Business


Term1 2007,
Term1 2008

Course Contact: Seymour Jacobson

Course Contact Phone: +61 3 9925 1563

Course Contact Email:

Course Description

Resolve disputes covers the skills and knowledge involved in resolving disputes between customers and organisations in the financial services industry.

Pre-requisite Courses and Assumed Knowledge and Capabilities

This unit is co-delivered and assessed with: 
SOSK5140C Participate in negotiations

National Competency Codes and Titles

National Element Code & Title:

FNSICGEN404A Resolve disputes


Establish that a dispute exists

Finalise dispute

Investigate the dispute and determine the action to be taken

Resolve dispute

Learning Outcomes

Refer to performance elements and performance criteria.

Overview of Assessment

Assessment may incorporate a variety of methods including a group simulation of a workplace negotiation based activity, a group simulation of conflict / dispute resolution, exploring dispute handling procedures in a financial services setting, a verbal presentation and a written formal business report and tests.

You will receive ongoing feedback on your progress in the course. Feedback on assessment will be given in a timely manner. You will be informed about how to improve your performance in the competency/course and what you need to do to be deemed competent or to gain a pass in the assessment.