1 What is the first thing that comes to your mind when the word conflict is used?
2 Describe two conflict situations with which you have been faced at work or during your life. Did they involve conflicts with customers, with work mates or friends etc?
3 Choose one of those conflict situations. What action could you have taken/ did you take to prevent escalation of the conflict?
4 How can escalating conflict situations be identified?
1 List five situations where hospitality, travel and tourism workers might feel that their own and/or their customers' or colleagues' personal safety might be threatened.
2 What action should be taken when offensive behaviour or disorderly conduct is occurring and workers feel that their own and/ or their customers' or colleagues' personal safety might be threatened?
Think about a time you were involved in a conflict that you and the other party could not solve on your own. What resources (other people) did you use to assist in managing/ resolving the conflict? How were they able to help? If you did not use any resources, what resources could you have used? How could they have helped?
SECTION 2: RESOLVE CONFLICT
1 If a worker does not have the authority to negotiate and implement a solution to a conflict, what action should be taken? Why?
2 Provide an example of a time when you took responsibility for finding a solution to a conflict. What did you do? Was it effective? Why/ why not?
Explain how active listening and paraphrasing can aid in establishing and agreeing on the nature and details of the conflict.
You work for a theme park. A customer comes to you very upset because they have discovered that the cost of rides is not included in the cost of entry. They tell you they were told that the cost of rides would be included and are now very upset because they cannot afford to pay for their children to go on rides-the main purpose for their visit to the theme park. What impact might this complaint have on other colleagues and customers? How would you go about dealing with conflict sensitively, courteously and discreetly? Be specific.
1 Consider each of the styles described here. Which do you think most applies to your responses and reactions in conflict situations?
2 Now use this quiz to assess your conflict resolution techniques and responses.
3 Refer to the conflict management titles:
o Avoidance and withdrawal
o Forcing, competing or aggressive response
o Smoothing or accommodating style
o Compromising style
o Confronting and collaborating style
Did your responses as a result of the quiz match your expectations?
4 What actions might you take to improve your understanding of conflict and your conflict management techniques?
Make a list of ground rules that could be used to encourage all points of view, acknowledge them and treat them with respect when dealing with a conflict situation? Do not limit your responses to those rules provided in the text.
What are the potential impacts of conflict on the reputation of a business and their legal liability?
1 You work in a hotel. A guest complains that their room is too close to the road and that the traffic noise is intolerable. You want to come up with a solution to the problem. What process should you follow to determine possible options to resolve the conflict and promptly analyse and decide on the best solution in agreement with the guest?
2 What is involved in implementing a solution to a conflict situation?
3 Why is documenting conflict situations and their solutions recommended?
SECTION 3: EVALUATE CONFLICTS AND RESOLUTIONS
Make a list of questions that could be used to seek feedback on a conflict you have been involved in and its resolution. Do not limit your answer to those questions provided in the text.
Think about a conflict you have been involved in. This might have been at work or in your personal life. Evaluate and reflect on the situation and effectiveness of the solution you implemented. Was the solution effective? Why/ why not?
Identify possible causes of workplace conflict. Do not restrict your answers to those examples provided in the text.
Written / Oral Questions
1 Identify and describe the two main types of conflict that arise in the workplace.
2 Why is it important to resolve conflict in the workplace?
3 What steps should be taken to resolve a conflict?
4 Why should conflicts and their outcomes be documented and reported on? What should be done do with the data collected?
5 Describe the advantages of working in a team and how that can assist in resolving conflict.
6 Why do employees need to understand legislative requirements and organisational policies and procedures?
7 What action should be taken to determine whether a customer or a colleague is satisfied with a complaint resolution?
1 Complete the following questions:
a. Identify and describe a conflict that might arise between you and a customer or you and a colleague.
b. What might be the cause of the conflict?
c. How could you stop the conflict from escalating?
d. Conflict can be positive/ constructive or negative. Explain what that means and how your actions can influence whether the conflict has positive or negative outcomes.
e. If the person you are in conflict with is very angry, how could you deal with their anger?
f. What resources might you use to help you to resolve the conflict? How might they help?
g. When the he customer/ colleague has calmed down and is no longer angry, what will you do then?
h. Describe a win-win resolution to the conflict.
2. Explain why customers should be encouraged to complain and how complaints can benefit an organisation. How can customers be encouraged to complain? Upload your answer for assessment.