Manage Conflict - SITXCOM005 - SIT50416 Diploma of Hospitality Management

ses
issi
Course SIT50416 Diploma of
Hospitality Management
Unit Code SITXCOM005
Unit Name Manage conflict
Assessor
Name
Student
Name
Student ID
Date Due
Please read and sign
this assessment
coversheet and
submit it together
with your
assessment to your
Assessor by the due
date.
Student Declaration
 I declare that
the work
submitted is my
own, and has
not been copied
or plagiarised
from any person
or source.
 I have
read the
Plagiarism
Policy and
Assessment
Appeal and
Reassessment
Policy in the
Student

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this is equivalent
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material to be
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Student
Signature
Date
Submitted
Assessment Items
Task 1 Scenarios S NS
Task 2 Role Play S NS
Final Result for this unit C N
Y
C
Signature Signature
Date

Task 1
Assessment Instructions
This is an individual assessment. There are two parts in this task. If you need help
understanding any questions, ask your assessor to explain.
Part A
Procedure
Read the following scenarios and answer the corresponding questions for each.
To be deemed competent you will need to successfully demonstrate the following:
You must submit:
Satisfactorily answer all the scenarios.

Scenario 1:
You are working as part of the wait staff at a local restaurant. A customer you are
serving has called you over to her table and has complained that she has found a hair in
her meal. However, she has finished her meal and there is no hair to be seen. She is
visibly unhappy and demanding a refund. This is not the policy of your restaurant.
1. Name 3 conflict resolution techniques and explain how you will use these to resolve
this conflict:
Responses
1.Serving new dish
2.Requesting customer to give proof
3.Making the policies understandable to the customers in a polite manner.
2. What are the dangers of leaving this conflict unresolved?
Responses
If the respective conflict remain unsolved in the restaurant, it may negatively effect the
reputation of organization and enhance the customer dissatisfaction level.
Scenario 2
You are working at a hotel that is popular with international tourists. A foreign tourist
approaches you with a complaint about his room, but you are struggling to understand
his concerns due to his accent and language barrier. You begin to understand that the
customer has an issue with the cleanliness of his bathroom. He is becoming agitated,
aggressive, raising his voice and speaking quickly. He has crossed his arms and looks
stiff and tense, as well as frowning at you. How will you manage this customer’s
complaint? Answer the following questions based on this scenario.
1. What are the signs in this situation that conflict is occurring?
Responses
Difference in the language of customers and the management of hotel is the major sign
which has been identified as the factor of occurrence of conflict.
2. How could you overcome this communication barrier?
Responses
In order to overcome from the barrier of communication, the management of hotel is
required to hire the employees who can understand several languages or the management
can also provide training to their employees for the purpose of enhancing their
communication skills and remove all the conflicts as well (Abdou, and Elsaed, 2022).