SITXCOM005 Manage Conflict Assignment

QUESTIONS 

1) What impact might the conflict have on the organisation’s reputation and legal liability? 2) How could you stop the conflict from escalating? 

3) What resources might you use to help you to resolve the conflict? How might they help? 4) How will you manage/ resolve the conflict situation? 

5) What workplace improvements might you introduce because of the conflict? 

Section A (Select 3): Resolving escalated complaints or disputes with customers in relation to 3 of  the following matters: 

•  Delays or poor timing of product or service supply 
•  Incorrect pricing of product or service 
•  Delays or errors in providing product or service 
•  Misunderstanding of customer request or communication barrier 
•  Problem or fault with product or service 
•  refused entry or ejection from premises 

Section B (Select 2): Resolve team member disputes in relation to at least 2 of the following complex  matters: 

•  Dispute or argument among work colleagues 
•  Job duties or rosters 
•  Lack of competence 
•  Worker mistake 
•  Dismissal 
•  Cultural misunderstanding 

Section C (Select 2): Take appropriate action in response to 2 of the following threat or conflict  situation. 

• Customer refusing to leave or be pacified 
•  Drug or alcohol affected person 
•  Person who appears to be violent or are threatening 
•  People involved in physical violence 
•  Situation where someone has or may be hurt. 

Apart from your learner guide and the information gained in class you might need to conduct your  own research to complete certain parts of this project this project.

Part 2 

1. This is an ongoing practical activity which will require you to resolve escalated complaints or  disputes with customers and staff members in relation to three scenarios of the following  matters. 

SCENARIO 1 

You are working as part of the wait staff at a ANIBT Hotel. A customer you are serving has called you  over to her table and has complained that she has found a hair in her meal. However, she has  finished her meal and there is no hair to be seen. She is visibly unhappy and demanding a refund.  This is not the policy of your restaurant. 

INSTRUCTIONS: 

Use a range of conflict-resolution techniques and communication skills to successfully address the  workplace issues Demonstrate how you would deal with this situation with another will play the  customer by following the following criteria: 

These strategies should be adopted when dealing with customer complaints: ? Thanking the customers for raising awareness of organisational problems ? Apologising, no matter your feelings about the complaint 

• Attempting to see problems from the customer’s perspective 
•  Establishing all the relevant details 
•  Asking customers how they’d like problems to be resolved 
•  Remaining calm and in control 
• Not making excuses or apportioning blame for mistakes 
•  Taking necessary action and maintaining contact with the customers 
•  Making referrals when necessary 

SCENARIO 2 

Some hostility has been occurring among your work team as Sarah and James always receive the  weekend off, and the rest of the team is required to work both Saturdays and Sundays. The other  employees are beginning to resent Sarah and James for always receiving the weekend off work. The  team rarely works with Sarah and James due to this rostering, and when they do there is conflict.  The other employees hold fixed opinions about Sarah and James and as a result, the working  environment has become tense and there has been a lot of gossip. The conflict has not been  resolved and is therefore increasing in severity. As a result, arguments have occurred between Sarah  and other employees. There has been a notable decrease in productivity. 

INSTRUCTIONS: 

Use a range of conflict-resolution techniques and communication skills to successfully address the  workplace issues demonstrate how you would deal with this situation with 2 other students, one  playing Sarah and the other student playing James by following the following criteria: 

•  Approaching the staff members who are causing conflict 
• Giving reasons why their behaviour or actions are considered unreasonable and asking  them to make changes 
•  Offering assistance 
•  Assuming control of the situation and exerting a physical presence 
•  Referring to other staff members when necessary 

SCENARIO 3 

You are working at a ANIBT Hotel which is popular with international tourists. A foreign tourist approaches you with a complaint about his room, but you are struggling to understand his concerns  due to his accent and language barrier. You begin to understand that the customer has an issue with  the cleanliness of his bathroom. He is becoming agitated, aggressive, raising his voice, and speaking  quickly. He has crossed his arms and looks stiff and tense, as well as frowning at you. 

INSTRUCTIONS: 

Use a range of conflict-resolution techniques and communication skills to successfully address the  workplace issues demonstrate how you would deal with this situation with 1 other student who  will be playing the customer by following the following criteria: 

•  Approaching the customer and maintain safe distance 
•  Remain as calm and positive as possible when dealing with threatening individuals ? Remaining calm and in control 
•  Not making excuses or apportioning blame for mistakes 
•  Taking necessary action and maintaining contact with the customers 
•  Making referrals when necessary