Cultural Diversity and Conflict Resolution in Perfect Coffee Bar

This report explores the development of communication strategies, team charter, processes, and policies to ensure cultural diversity and ethical values are followed in Perfect Coffee Bar. It also covers the facilitation of feedback, building workplace relationships, ongoing planning, and conflict management. The report concludes with the development and implementation of an action plan to address identified difficulties.

Perfect Coffee Bar
Simulation

Table of Contents
Table of Contents.............................................................................................................................2
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Development of the communication strategies for the achievement of work responsibilities
.....................................................................................................................................................1
1.2 Development of team charter to ensure consultation............................................................2
1.3 Development of processes to ensure that issues are resolved................................................2
1.4 Facilitation of feedback to team on outcome of consultation processes...............................3
TASK 2............................................................................................................................................4
2.1 Establishment of the policies and procedures to ensure cultural diversity and ethical values
are followed.................................................................................................................................4
2.2 Gaining and maintain the trust and confidence of colleagues...............................................4
TASK 3............................................................................................................................................5
3.1 Using the networks to build workplace relationships............................................................5
3.2 Ongoing planning to ensure workplace relationships are developed and maintained...........6
TASK 4............................................................................................................................................7
4.1 Establishment of the processes and systems to ensure that conflict is identified and
managed.......................................................................................................................................7
4.2 Implementation of the strategies to ensure that difficulties in workplace relationships are
identified and resolved.................................................................................................................7
4.3 Development and implementation of an action plan to address the identified difficulties....8
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Emotional intelligence could be defined as the ability of individuals to analyse emotions
of their own and others so that it could be discriminated that the emotions are able to label them
appropriately or not (Campos and Kim, 2017). Present report is based upon Perfect Coffee Bar
which is an entity that is involved in the retail activities of coffee products. All the items that are
sold by it are sold through mobile coffee booths. This report covers various topics such as
development of communication strategies, team charter, processes etc., facilitation of feedback,
establishing policies and procedures, managing the development and maintenance of
relationships etc. Additionally, the way in which difficulties should be managed to get positive
outcomes is also covered in this report.
TASK 1
1.1 Development of the communication strategies for the achievement of work responsibilities
Team communications plan: The communication plan below is for two on the booths of
organisation
Meetings Purpose Duration Team member 1
(Manager)
Team member 2
(Department
head)
Daily meeting Analysing work
of all the team
members.
20 to 30 minutes
Weekly team
meeting
Evaluating the
weekly profits.
1 to 2 hours
Monthly team
meeting
Determining
enhancement in
profits and sales
3 to 4 hours ✓
Quarterly team
meeting
Evaluating
progress of work.
4 to 5 hours
One on one
monthly
meeting
Taking
suggestions from
all the staff
10 to 15 minutes ✓
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members
regarding
improvements.
Six-month
performance
review
Evaluation of the
progress of
operations.
10 to 12 days
Twelve-months
performance
review
Determining
performance of
the enterprise
and formulating
strategies for
future.
20 to 30 days
1.2 Development of team charter to ensure consultation
Serial
no.
Procedure and techniques Strategies for communication
1 Preparing self and work area for
consultation.
Nomination
2 Utilising and preparing the client record. Restriction
3 Formulation of the consultation plan. Topic control
4 Development of different modes of
consultation.
Repair
5 Confidential consultation. Termination
6 Full public consultation. Topic shifting
7 Post decision consultation. Turn taking
1.3 Development of processes to ensure that issues are resolved
Issue register:
Issue Explanation
Lack of funding It is one of the main issues which may affect the operations
because due to this, operations could not be carried out.
Decreased customer foot Due to this issue the long-term goals of the enterprise could not be
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fall met (Danso, 2018).
Unengaged staff members It will reduce the productivity of whole entity.
Lower profits This issue may result in failure of organisational strategies.
1.4 Facilitation of feedback to team on outcome of consultation processes
Performance
indicator
Specific Measurable Achievable Relevant Time frame
Customer
retention
policies
It will help to
formulate
strategies for
retaining
customers.
It can help to
measure that
customers are
engaged or
not.
In order to
achieve it the
management
needs to work
hard.
Relevancy of
it could be
determined
by analysing
that it will
resolve the
issues or not.
10 to 15 days
Employee
performance
review
By using it
the staff
engagement
could be
determined.
In order to
measure it
performance
of all the
employees is
required to be
evaluated.
It could be
achieved by
formulating
effective
policies for
performance
review.
The level of
relevancy of
it could be
evaluated by
taking
corrective
actions in
context of it.
1 to 2 months
Organisational
strategies
It can
facilitate to
deal with the
issues of
entity.
The success
of them could
be measured
by evaluating
that these are
resolving the
concerned
issue or not.
It could be
achieved by
making sure
that effective
strategy is
formulated
for
future(Elia,
Petruzzelli
Relevancy of
it could be
measured by
analysing the
success level
of all the
policies.
2 to 3 months
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and Piscitello,
2019).
TASK 2
2.1 Establishment of the policies and procedures to ensure cultural diversity and ethical values
are followed
Policy 1: Promotion of workplace diversity and ignorance of discrimination.
Procedures for policy: All the procedures that will be focused to implement the above
policy are as follows:
 Sharing information of policy with all the employees.
 Asking for their suggestions.
 Implementing the policy.
Policy 2: Creating positive work culture and supporting trust and transparency.
Procedures for policy: The procedures that are required to be taken in to consideration
while implementation of above strategy are as follows:
 Determining ethical values of the enterprise.
 Development of the policy with proper ethical considerations.
 Implementation of the policy with support of staff.
2.2 Gaining and maintain the trust and confidence of colleagues
Informative session: Consultation process is mainly focused with the process of finding
solution for all the issues that are affecting individuals. It is one to one interaction between two
or more people which can help to understand the problems and find appropriate solution for the
same (Grigoryan and Schwartz, 2020). If proper consultation will be followed by all the
managers then it can help to reduce the ongoing tension within the organisation. Apart from this,
if an entity is focused with cultural diversity then it can benefit it to enhance the engagement
level of employees and motivate them to work hard.
Very Much
So
Mostly Sometimes Not Really Not at All
I understood the content of
the session
✓
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I developed skills in dealing
with issues of conflict
✓
I am confident in my ability
to deal with conflict
✓
I felt engaged in the session:
 the material was
interesting
 I had the opportunity to
give input
 I felt listened to
 my questions were
answered appropriately
✓
The team leader was
inspiring
✓
I am motivated to give these
new skills a try
✓
I believe there is a level of
support to help me if
required
✓
How could the session be
improved
The session could be improved if the leaders will share information in
more depth.
On the basis of above feedback form it has been analysed that the attendees of session are
most likely satisfied with it. One of the ways to improve the session is that the leaders should
share the information in more depth.
TASK 3
3.1 Using the networks to build workplace relationships
Email
To: Specialist
Subject: Guidance regarding resolution of the way in which conflicts within the enterprise could
be managed
Respected sir / ma’am,
Greetings for the day,
I am working as a manager in Perfect Coffee Bar and the organisation is dealing with the
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problem of conflicts among the staff members. I would like you to share the information with me
regarding the way which could be focused by me to deal with conflicts. It will help me to deal
with ongoing tension within the organisation (Reus-Smit, 2017).
Thanks, and Regards
Manager
(Perfect Coffee Bar)
3.2 Ongoing planning to ensure workplace relationships are developed and maintained
Action plan:
Actions Contact Rationale Outcome to be
achieved
Time frame
Interacting with
all the
employees.
Staff members Employees are
the main
resource of a
business who
contribute in
attainment of
goals.
Highly satisfied
employees.
12 to 15 days
Providing respect
to staff.
Leaders and
managers
Leaders and
managers
contribute in the
execution of
operations.
Motivated staff
members
10 to 15 days
Ignorance of
discrimination.
Managers and
other department
heads
All the
department heads
and managers are
the main
members of
entity who can
contribute to deal
with all the
No
discrimination at
workplace.
1 to 2 months
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issues.
Providing equal
opportunity to all
the employees.
Team leaders Leaders are
important to
guide all the
employees.
Engaged
employees.
1 month
Strategies for
developing their
skills.
Managers,
divisional head,
leaders etc.
All these
contacts are
essential for
developing
strategies.
Skilled
workforce.
15 days
TASK 4
4.1 Establishment of the processes and systems to ensure that conflict is identified and managed
Core value for performance indicator: Measuring soft skills of the staff members.
Core value for conflict: Personal interaction with all the employees.
Process of working with victims: Providing equal opportunities to them so that they can
feel good.
Process of working with perpetrator: Making sure that the individual is working
ethically and providing support to deal with the issues that forced him or her to be
perpetrator.
4.2 Implementation of the strategies to ensure that difficulties in workplace relationships are
identified and resolved
Counselling session: For all the team leaders it is very important to understand the
workplace relationships and issues in them. In order to identify the difficulty in relationship
communication is best method which will help to understand the difficulty. In order to resolve
the difficulty, the individuals can ask others to share their issues so that solution for them could
be figured out. Apart from this cultural diversity could also be focused to deal with the difficulty
as it could be one of the main reasons of it (Verkuyten and Yogeeswaran, 2020).
4.3 Development and implementation of an action plan to address the identified difficulties
Strategies Description
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Timely interaction with staff While implementing this strategy the managers will be
responsible for communicating with all the employees on regular
basis.
Motivating employees Workplace discrimination will be required to be ignored so that
staff members could be motivated.
Finding solution for all their
issues
Timely interaction will help to analyse the issues of staff
members which are required to be dealt on time.
Email
To, Danial Brown, Ema White,
Subject: Follow up of the session
Dear employees,
As you all know that a session for consultation and the way in which issues in relationship could
be analyse was conducted. I would like you to share outcomes of the session. Apart from these
three main strategies are formulated by us to maintain good relationship s with employees. These
are timely interaction with staff, motivating employees, finding solution for all their issues etc. I
would like you to give your valuable feedback for the same.
Thanks and Regards
Manager
(Perfect Coffee Bar)
CONCLUSION
The above project report is based upon cultural diversity which is required to be followed
by all the organisations that are having problem of workplace diversity and conflicts. There are
various types of aspects that are required to be followed by all the organisation while planning to
deal with all the problems. These are communication plan, performance indicators etc.
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REFERENCES
Books and Journals:
Campos, B. and Kim, H. S., 2017. Incorporating the cultural diversity of family and close
relationships into the study of health. American Psychologist. 72(6). p.543.
Danso, R., 2018. Cultural competence and cultural humility: A critical reflection on key cultural
diversity concepts. Journal of Social Work. 18(4). pp.410-430.
Elia, S., Petruzzelli, A. M. and Piscitello, L., 2019. The impact of cultural diversity on
innovation performance of MNC subsidiaries in strategic alliances. Journal of Business
Research. 98. pp.204-213.
Grigoryan, L. and Schwartz, S. H., 2020. Values and attitudes towards cultural diversity:
Exploring alternative moderators of the value–attitude link. Group Processes &
Intergroup Relations. p.1368430220929077.
Reus-Smit, C., 2017. Cultural diversity and international order. International Organization.
71(4). pp.851-885.
Verkuyten, M. and Yogeeswaran, K., 2020. Cultural diversity and its implications for intergroup
relations. Current opinion in psychology. 32. pp.1-5.
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