Conflict Resolution Techniques for Customer and Team Issues

ASSESSMENT E – SCENARIO
INSTRUCTIONS (for assessments not embedded within the LMS)
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Learner assessment guide and evidence
This assessment requires you to use appropriate conflict-resolution techniques and
communication skills to resolve customer and team issues.
You are required to do the following.
Complete Scenarios 1 and 2 in Assessment E.
Read each scenario and complete the tasks.
Answer the questions.
Scenario 1
Choose a scenario relevant to your training or work environment.
Answer the questions based on the general information and your selected option.
General information
You are the supervisor of a team and are responsible for the smooth operation of your work area
during your shift. You have the authority to resolve most types of customer complaints except
those that have serious potential legal or public relations implications to the business. These must
be referred to your manager as soon as these issues arise. You can offer compensation in the
form of refunds, complimentary items, additional services, add-ons or upgrades to the value of
$1,000.
Option 1: Hotel bistro
Your area of responsibility is a large hotel bistro. It’s Friday night and you are in the middle of
peak service period. You are short one cook and the kitchen hand as they both called in sick just
prior to the start of their shifts. The average wait for a meal is normally 15 to 20 minutes. Today
it’s 45 minutes.
You can see customers are becoming increasingly upset. You have tried to explain the situation
to as many as possible but as the wait time increases, they are becoming more agitated and irate.
Customers from two different tables approach you to complain about the long wait and poor
service. Both tables are family groups of six or more guests, some of which are children under
12. The average spend per person on food is $30 and $15 on beverages.

SITXCOM005 MANAGE CONFLICT – Scenario
Option 2: Conference registration
It’s registration day for a national conference being held at a conference and events centre. You
normally have two staff providing information to arriving participants and four on the
registration desk. Today, you only have two staff to register over 1,000 participants as two have
called in sick. Wait time in the registration queue is currently 20 minutes; it is normally five.
A number of participants approach you to complain. Two are staff from conference exhibitors
who are concerned they are losing potential business as their display stands are unstaffed while
they are waiting in the registration queue. The other complainants are regular conference
participants. Conference registration fees are $1,225 for the two days. Exhibitor fees are $3,200
for a booth plus two staff members. Additional staff are $245 per person.
Option 3: Bus tour
A group 45 tourists are waiting for their tour bus to arrive to take them on a day trip. It was due
to arrive at 8 am. It is now 8.45 am. You have tried to contact the bus driver multiple times but
their mobile phone consistently diverts to voicemail. You have left messages but have not
received a response. Your reception team are currently trying to locate another bus and driver so
the tour group can still complete most of the tour. It’s a busy day with multiple tours departing
throughout the day so there are limited alternatives available.
The day trip is comprised of 16 direct bookings and an Asian tour group with their tour leader.
The tour company is a long-term client who books several groups a week with your company.
Two direct-booking customers and the tour leader approach you to complain about the delay and
demand to know what is going to happen. The tour cost is $109 for the day, meals inclusive.
Task 1: Question and answer
Answer the questions.
Q1: Indicate your chosen scenario
 Option 1: Hotel bistro
 Option 2: Conference registration
 Option 3: Bus tour
Q2: What is the current level of conflict? Briefly explain why you believe it is at this level.
The current level of conflict within Bistro is that on the Friday night the there was lacking of
one cook and one kitchen hand person as they both got sick on last time. The customer are
rapidly increasing and there were number of orders and that all were pending due to it customer
has to wait for long minutes and this was irritating for them so that they need to manage the
order to provide best service to customers.
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Q3: Does this situation have the potential to escalate, threatening the safety of other customers
or team members? Why/why not?
Yes, this is the situation where customer has to wait for long and it was quite irritating for them.
On that day, customer needs to wait for 45 minutes. The customer must have better assistance so
that they can do the things in effective and efficient mode.

SITXCOM005 MANAGE CONFLICT – Scenario
Q4: What actions do you need to take immediately?
Being the manager, I would say no to customer and will take limited order so that I can manage
them well and provide services accordingly. I will start to take the very less orders so that I can
able top handle the things in much better and the efficient mode.
Q5: What style of communication do you use when taking these actions? Why is this method
effective?
I will prefer oral communication and talk directly with the customers about the inconvenient in
service so that they can get idea about delaying in customer service. With help of oral
communication, the things can be said directly to the person and it will be helpful to organise the
thing in much and better manner.
Q6: What conflict resolution technique do you use when trying to resolve the dispute? Explain
why.
At this situation, I would be using compromising resolution technique because at this level both
need to make compromise. Thus, it can arise at any time so in terms to resolve it person need to
get comfort with it.
Q7: What conflict resolution technique is not effective when trying to create a long-term
solution to the dispute? Explain why.
At this situation, the one conflict resolution technique will not be effective and it is as avoiding
or withdrawing from the conflict as it requires no courage and consideration but it can worse the
situation. The situation should not be avoided it must be handled effectively as the mistake is
also committed by managers.
Q8: You have tried to apologise and calmly explain the reason for the service issues to the
customers but they are not willing to listen. They become more irate and loudly demand
action to be taken immediately. Verbal threats of damaging the organisation’s reputation
through personal and social media networks are made. Demands for compensation are also
made.
Describe the actions you take to manage this conflict situation.
I tried my best to handle the situation but the customer got irate because order were taking more
than 45 minutes to arrive as there I also mistaken that I used to take the order even after having
idea about the situation so I agreed to pay compensation.
Q9: What are the potential short- or long-term impacts of this situation on the business?
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