Imagine that a customer has become intoxicated and is

Imagine that a customer has become intoxicated and is acting in an aggressive manner. How
should you respond to this situation in accordance with the scope of your own role and
responsibilities?
Identify five types of procedures that apply to the management of conflict within your
organization.

Activity 2C
Estimated Time 45 Minutes
Objective To provide you with an opportunity to take responsibility for seeking a
solution to conflict within scope of own role and responsibilities, seeking
assistance where required.
Outline five strategies that can be used during the conflict resolution process.
• Mediation
• Employee assistance
• Advocacy
• Supervision/ guidance by senior staff members
• Colleague support
Identify five impact factors which will have a bearing on your ability to resolve workplace conflict.
Why might assistance be required when attempting to deal with conflict and which options are
available to you?

Activity 2D
Estimated Time 25 Minutes
Objective To provide you with an opportunity to identify and evaluate impact of conflict
on business reputation and legal liability.