Conflict Resolution Techniques in Hospitality Industry

Assessment Task

1
Table of Contents
Part A..........................................................................................................................................................2
Scenario 1................................................................................................................................................2
Scenario 2................................................................................................................................................2
Scenario 3................................................................................................................................................3
Scenario 4................................................................................................................................................4
Part B...........................................................................................................................................................5
References...................................................................................................................................................7

2
Part A
Scenario 1
Answer 1)
The three conflict resolution techniques that should be applied are:
Problem-solving or collaborating- This technique helps the wait staff to understand the
problem and convince the customer that no refunding policy is taken by the restaurant due to this
issue (Diehl & Regan, 2015).
Compromising- By using this technique both the wait staff and the customer can come up
to an acceptable solution and thereby the conflict can resolve immediately.
Smoothing- With the help of this technique, the wait staff can convince the customer that
the problem is not so bad and thereby no refund will be provided to her as per the company rules
and policies.
Answer 2)
If the conflict is not resolved, then it may affect the restaurant business, and hence their
customers’ attention will also decrease significantly affecting their brand reputation (Diehl &
Regan, 2015).
Scenario 2
Answer 1)
According to the scenario, when the foreign customer become aggressive, agitated,
babbling and raising his voice to describe the problem, then these are considered as the sign of
rising of the conflict.
Answer 2)
To overcome the communication barrier, the working staff should use symbols or non-
verbal gestures or cues so that the foreign customer will understand that the hotel will take quick
measures to resolve his problem (Sudhakar, 2015).