2016 edition 2 sitxcom005 manage conflict role play

  • No School
  • AA 1
  • 6

This preview shows page 2 - 4 out of 6 pages.

2016 Edition 2
Image of page 2

Subscribe to view the full document.

SITXCOM005 MANAGE CONFLICT – Role-play 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. Complete the role-play. Scenario 2- This is related with the employees who are upset with the roster because the roster is not settled according to their desires. As a supervisor, I trying to sort out the problem. Role paly 2 – Could you please tell me the reason why you are so upset? Sir, we have requested two days off almost a month ago but in our roster we do not get those days off. OK, Sorry about that but the reason for this is that this time roster is made by manager because I was very busy doing other works. Also, the days you have asked for the holiday are very busy days of the week and you are best employees so we can’t afford days off for both of you at same time. What we can do is you can come and work together for the first day and can leave by 12pm and the following day you can have day off. Yeah ok, It should be fine for us. Role-play 3 The following resources are required to complete the role-play. Real or simulated bar environment. A customer approaches you at the bar and asks for a jug of spirits and mixers. The customer arrived about an hour ago and was joined by two others shortly afterwards. Each member of the group has purchased at least one round of drinks for the group in the last hour. They are becoming very boisterous, talking loudly and appear uncoordinated in their movements and handling of money. Under liquor licensing laws and responsible service of alcohol standards, you must refuse to serve the customer: you are not allowed to sell mixed spirits by the jug and you believe they are intoxicated. Organisational procedures suggest the following. Offer non-alcoholic alternatives. Offer food from the establishment’s menu. Explain to the customer why you cannot serve them. Offer to resume service of alcoholic beverages after a period of time, usually one hour. Organisational policy requires the following. Customers who are verbally or physically abusive or threatening to customers or employees must leave the premises immediately. The hotel has managers and security staff on duty at all times. Learner instructions Use appropriate conflict-resolution techniques and communication skills to resolve the customer dispute.
Image of page 3
Image of page 4
  • Fall '19

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern

Ask Expert Tutors You can ask 0 bonus questions You can ask 0 questions (0 expire soon) You can ask 0 questions (will expire )
Answers in as fast as 15 minutes