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Manage conflict - PRESENTATION.pptx - Hotel Bistro Scenario...

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MANAGE CONFLICTHotel Bistro ScenarioTeam 6Andre OliveiraCrisMarcelo Buchamar
Hotel bistro – The ScenarioLarge hotel bistro, Friday night.1 cook and 1 kitchen hand called in sick lastminuteBusy serviceAverage waiting time is 45 minutes (normalwould be 20 minutes)Customers are becoming angry, complainingAverage spend per person: $30 on food and$15 on beverages
Current level of conflict?
Does this situation have the potentialto escalate, threatening the safety ofother customers or team members?
What actions do you need totake immediately?
What communication techniques doyou use when taking these actions?Need to have good posture, explaincalmly and clearly, listen to anyquestions they might have on the situation and answer them assertive.
What conflict resolution technique do youuse when trying to resolve the dispute?

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