During the role play you are required to demonstrate

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During the role-play, you are required to demonstrate the following skills and knowledge. Establish and agree on the nature and details of conflict with all parties and assess impact. Manage conflict within scope of own role and responsibilities, and according to organisational procedures. Take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required. Identify and evaluate impact of conflict on business reputation and legal liability. Evaluate options to resolve the conflict, taking into account organisational policies and constraints. Conduct the role-play. Participant 1 Scenario 1- In this part we are going to talk about a refund policy of a company. They have changed it in a month ago according to that a policy staff is not allowed to give them refund if the item is worth over $50. Role play – A customer is asking about a refund about a refund for a laptop. The lady is complaining that the phone is not working properly so he wants his money back. Staff member tried to explain him that Staff is unable to give him refund without the permission of manager because our refund policy have been change .Also, I offer him to exchange his laptop with new one but he refused by saying that he just want his money back. Therefore, I tried to use accommodating technique in which I explained him about the policies of company and ensure him that I will ask my manager to allow the refund for him as he is one of our regular customers. Finally he agrees and ready to wait for manger’s approval. Role-play 2 An employee is very upset when they see their roster for the next month. They had requested two days off to go to a family event and their request wasn’t met. They complain loudly to their colleagues and you overhear them say they are going to resign. They also threaten to take their case to the Fair Work ombudsman, stating they believe they are being discriminated against. You are their team leader and it’s your responsibility to resolve this issue. You did not develop the roster (the manager did) and were unaware they had asked for specific days off. You know the five-day period their requested days fall into is expected to be very busy. Most staff have been allocated days off before or after the busy period. Only two have been given one day during that time, one on the first day of the five-day period, and the other on the last day. The staff member requested the last two days of the busy period off; they were allocated two days after the busy period is over. Learner instructions Use appropriate conflict-resolution techniques and communication skills to resolve the team dispute. During this role-play, you are required to demonstrate the following skills and knowledge.
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