Scenario 1: You are working as part of the wait staff at a local restaurant. 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. 1. Name 3 conflict resolution techniques and explain how you will use these to resolve this conflict: Responses 1. Accommodating: express sorry about the complaint 2. Competing: explain the policy of refund (hair must be seen) 3. Compromising: to give free coupon or drinks 2. What are the dangers of leaving this conflict unresolved? Responses Bring negative fame to the restaurant affect the business and earnings Scenario 2 You are working at a hotel that 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. How will you manage this customer’s complaint? Answer the following questions based on this scenario. 1. What are the signs in this situation that conflict is occurring? Responses The customer is raising his voice, speeding his talking, crossing his arms, frowning at me! 2. How could you overcome this communication barrier? Responses Repeat what customer said to confirm the problem. 3. What actions can you take to resolve this complaint?
Responses Once understand the problem, take an action to fix the problem (clean the bathroom) as soon as possible. Apologise to the customer about the cleanliness issue and the language barrier. 4. What actions can you take to prevent this situation from happening again in the future?
You've reached the end of your free preview.
Want to read all 6 pages?
- Spring '20
- Sarah, Workweek, Weekend