Course Title: Resolve disputes
Part B: Course Detail
Teaching Period: Term1 2007
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 Email:seymour.jacobson@rmit.edu.au
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 |
Element: |
Establish that a dispute exists |
Performance Criteria: |
• All information relating to the original problem is identified and the grounds for the dispute clarified |
Element: |
Finalise dispute |
Performance Criteria: |
• 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 |
Element: |
Investigate the dispute and determine the action to be taken |
Performance Criteria: |
• All information from prior dealings with the customer is collected |
Element: |
Resolve dispute |
Performance Criteria: |
• 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 |
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, tutorial exercises in order to develop competency including underpinning skills and knowledge.
This unit is co-delivered and assessed with:
SOSK5140C Participate in negotiations
Elements of the two competencies are overlapping, will be co-delivered in class activities, assessment activities and grading.
Teaching Schedule
Week beginning | Topics | Assessment |
Week 1 – 12 Feb | Conflict: definition and resolution methods | |
Week 2 – 19 Feb | Negotiation: definition, purpose, stages | |
Week 3 – 26 Feb | Negotiation: Preparation and tactics | |
Week 4 – 5 Mar | Negotiation skills: listening, questioning and persuasive techniques | |
Week 5 – 12 Mar | Negotiation skills: bargaining and finalising | |
Week 6 – 19 Mar | Simulation of a workplace negotiation | |
Week 7 – 26 Mar | Evaluate outcome of negotiation | |
Week 8 – 2 April | ||
Mid Semester Break (Student Vacation) – 5th to 11th April | ||
Week 8 – 9 April | ||
Week 9 – 16 April | Causes of customer complaints and disputes | |
Week 10 – 23 April | Dispute resolution methods and bodies | |
Week 11 – 30 April | Simulation of conflict / dispute resolution | |
Week 12 – 7 May | Complaints procedures / policies. | |
Week 13 – 14 May | Disputes and resolution practices. | |
Week 14 – 21 May | Verbal presentation | |
Week 15 – 28 May | Verbal presentation | |
Week 16 – 4 June | Written formal Business Report/test | |
Week 17 – 11 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 keep themselves accurately informed of and follow up any changes.
Learning Resources
Prescribed Texts
Communicate for business, Access series, McGraw Hill |
References
Print-based resources |
Other Resources
On-line resources
Students will be provided with on-line resources in the learning hub that include lectures and self-directed exercises, 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.
The final mark is based on all assessment components. Additionally, to receive a pass for this course a student must achieve 50% overall.
Assessment Matrix
Simulation negotiation | Simulation dispute resolution | Verbal presentation/ case study | Written Business Report/test | |
Plan the negotiation | Y | Y | ||
Conduct the negotiation | Y | Y | ||
Finalise the negotiation | Y | Y | ||
Establish that a dispute exists | Y | Y | Y | |
Investigate the dispute and determine the action to be taken | Y | Y | Y | |
Resolve dispute | Y | Y | Y | |
Finalise dispute | Y | Y | Y |
Assessment weighting for this course takes the following form:
Simulation of a workplace negotiation: 20% of assessment
Simulation of conflict/dispute resolution: 15%
Verbal presentation/case study: 15%
Written formal Business Report(s)/test: 50%
Course Overview: Access Course Overview