Course Title: Resolve disputes

Part B: Course Detail

Teaching Period: Term1 2008

Course Code: BAFI5127C

Course Title: Resolve disputes

School: 650T TAFE Business

Campus: City Campus

Program: C4170 - Certificate IV in Financial Services

Course Contact : Seymour Jacobson

Course Contact Phone: +61 3 9925 1563

Course Contact

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 25

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.

Pre-requisites and Co-requisites

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

Course Description

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

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

FNSICGEN404A Resolve disputes


Establish that a dispute exists

Performance Criteria:

1 All information relating to the original problem is identified and the grounds for the dispute clarified

2 Contact is made with all parties to identify and clarify the disputed issues

3 The fact that the customer has a legitimate dispute is established and that the initial complaint has not already been settled to the customer’s satisfaction

4 Information is assessed to ensure that the company operating procedures have been followed

5 All information relevant to the dispute resolution process is provided to the customer

6 Where necessary additional information is obtained from relevant parties as required and exchanged appropriately

7 Where the existence of a genuine dispute is established, the customer is informed of the organisation’s obligations, procedures to be followed and timeframes


Finalise dispute

Performance Criteria:

1. All outcomes of the dispute resolution process are recorded

2 All parties affected by the decision are clearly and promptly advised on the outcome and their rights in relation to review of the decision

3 Relevant documentation is prepared according to legislation, regulations and codes of practice for unresolved disputes which have been referred to formal conciliation services

4 Decision of external dispute resolution body is attended to, as appropriate

5 All documentation is completed in accordance with legislation and company procedures


Investigate the dispute and determine the action to be taken

Performance Criteria:

1 All information from prior dealings with the customer is collected

2 Further investigations are undertaken if necessary as a result of assessment of existing information

3 The customer is kept informed of progress and advised of any delays

4 Established timelines are adhered to

5 Action to be taken is determined with consideration to the facts, legislation, company procedures and policies and industry codes of practice

6 Appropriate personnel are informed of action to be taken


Resolve dispute

Performance Criteria:

1 The customer is informed of the decision, including reasons for the decision if appropriate, and negotiations are carried out with claimant or representative if required

2 Disputes are resolved in a timely and, as far as practicable, non litigious manner and, as far as possible, without resorting to formal conciliation services

3 The rights of the customer are respected in all dispute settlement procedures

4 Unresolved disputes are referred to formal conciliation services

Learning Outcomes

Refer to performance elements and performance criteria.

Details of Learning Activities

In this course students will undertake a range of learning activities, which will include:
An initial introduction to topics and techniques via teacher directed learning, tutorial-based discussion groups, role-plays to explore individual reactions to particular situations, a group project, case-study and tutorial exercises in order to develop competency including underpinning skills and knowledge.

This unit is co-delivered and assessed with:
BAFI5127C Resolve disputes

Elements of the two competencies are overlapping and will be co-delivered in class activities, assessment activities and grading.

Teaching Schedule

Week BeginningTopicsAssessment
 Week 1: 11 Feb Conflict: definition and resolution methods 
 Week 2: 18 Feb Negotiation: definition, purpose, stages 
 Week 3: 25 Feb Negotiation: preparation and tactics 
 Week 4: 3 Mar Negotiation skills: listening, questioning and persuasive techniques 
 Week 5: 10 Mar Negotiation skills: bargaining and finalising 
 Week 6: 17 Mar  Simulation of a workplace negotiation
 Mid Semester Break (Student Vacation)
From Thursday 20th to return to class on Thursday 27th March
 Week 6: 24 Mar  Simulation of a workplace negotiation
 Week 7: 31 Mar Evaluate outcome of negotiation 
 Week 8: 7 April On-line research 
 Week 9: 14 April Causes of customer complaints and disputes 
 Week 10: 21 April Dispute resolution methods and bodies 
 Week 11: 28 April Simulation of conflict / dispute resolution 
 Week 12: 5 May Complaints procedures / policies. 
 Week 13: 12 May Disputes and resolution practices. 
 Week 14: 19 May  Verbal presentation
 Week 15: 26 May  Verbal presentation
 Week 16: 2 June  Written formal business report/test
 Week 17: 9 June  Written formal business report/test
 Week 18 – 18 June Feedback on assignment & assessment 
Please note that the above schedule is a guide and may change. Students, even if absent, are expected to keep themselves accurately informed of and follow up any changes

Learning Resources

Prescribed Texts

Communicate for Business, Access series, McGraw Hill
Rix P., 2006. Selling: Managing Customer Relationships 3ed, McGraw-Hill Australia, North Ryde NSW.

Please note: Communicate for Business is the same text as for Communicate in the Workplace. Rix’s book is the same text as for “Sell financial products and services” unit in the Certificate IV in Financial Services. Extensive course notes and materials will be available of the learning hub from the commencement of the course.


Print-based resources
Students will be provided with a learner’s guide that will include tutorial discussion questions, short answer questions and problem sets, self-directed exercises, some solutions and core notes for each topic.

Recommended readings
Recommended readings for this course are to be advised.

Additional texts are available for general use from the Business Library on level 5 of Building 108. A computer access laboratory is provided on level 3.

Other Resources

On-line Resources

Students will be provided with on-line resourses in the learning hub which include lectures and self directed excercises, on-line feedback exercises and relevant URL’s.

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.

Assessment Tasks

The assessment will consist of:
• A group simulation of a workplace negotiation.
• A group simulation of conflict/dispute resolution, exploring dispute handling procedures in a financial services setting.
• A verbal presentation introducing, outlining or elaborating on some aspect of the written report prepared below, or on a dispute case study.
• A written formal business report/test will take the form of a closed book test under exam conditions. It will assess the underpinning skills and knowledge of the course and the performance elements indicated in the assessment matrix above.

Assessment weighting for this course takes the following form:
Simulation of a workplace negotiation: 20%
Simulation of conflict/dispute resolution: 15%
Verbal presentation/case study: 15%
Written formal business report(s)/test: 50%

The final mark is based on all assessment components. To receive a pass for this course a student must achieve a pass in each competency element.

Assessment Matrix

 Simulation negotiationSimulation dispute resolutionSimulation dispute resolutionWritten business report/test
Plan the negotiation X  X
Conduct the negotiation X  X
Finalise the negotiation X  X
Establish that a dispute exists XXX
Investigate the dispute and determine the action to be taken  XXX
Resolve dispute XXX
Finalise dispute XXX

Course Overview: Access Course Overview