Manage Conflict - SITXCOM005 - SIT50416 Diploma of Hospitality Management

This assessment covers the Workplace policies and protocols to deal with and manage conflict. Learn about the regulatory, industrial and legislative requirements related to the handling of disputes. Get an understanding of the variety of communication skills which could be employed to ensure the effectiveness of dealing with conflict and conflict resolution.

ses
issi
Course SIT50416 Diploma of
Hospitality Management
Unit Code SITXCOM005
Unit Name Manage conflict
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Assessment Items
Task 1 Scenarios S NS
Task 2 Role Play S NS
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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).

3. What actions can you take to resolve this complaint?
Responses
The housekeeping department can provide the service of cleaning bathroom and room. The
main complaint of guest is related to the cleanliness of bathrooms. Hence, the respective
business organization is required to focus on the housekeeping department to work in an
effective and efficient manner.
4. What actions can you take to prevent this situation from happening again in the future?
Responses
The respective hotel is required to improve the housekeeping services in order to provide
the services to their guests in an appropriate manner. Along with this, the management is
also required to develop the communication and knowledge of multi languages in their staff
members (Aqqad, Obeidat, and Masa'deh, 2019).
5. What actions could management take to assist employees to improve their
communication with international customers?
Responses
The management can schedule the training sessions for their employees under which they
will work on bringing advancement of several skills such as communication skills and
knowledge of different languages which is being used while communicating with the
international clients.
Scenario 3
Some hostility has been occurring among your work team as Sarah and James always
receive the weekend off, and the rest of the team is required to work both Saturdays and
Sundays. The other employees are beginning to resent Sarah and James for always
receiving the weekend off work. The team rarely works with Sarah and James due to this
rostering, and when they do, there is conflict. The other employees hold fixed opinions
about Sarah and James and as a result, the working environment has become tense and
there has been a lot of gossip. The conflict has not been resolved, and is therefore
increasing in severity. As a result, arguments have occurred between Sarah and other
employees. There has been a notable decrease in productivity.
1. Conflict theory can be divided into the following parts:
1) Signs
2) Stages
3) Levels
4) Factors involved
5) Results
Using the scenario, apply the situations to the relevant parts of conflict theory
listed above. Which aspects need to be addressed by you as the manager?
Responses
The stage related to conflict theory are helpful in eliminating key conflicts which arise in

the organization. It is key role of a business to focus on resolving conflicts that arise
between the employees. In the functioning of a company, if the conflict arises then the
human resource management should evaluate signs of the clash. In the next stage all the
key stages related to conflict should be resolved by the organization. In the next phase all
levels related to conflict must be identified by the organization in order to develop focused
approach. The company must then access factors involved with the conflicts in order to
formulate best solutions. The last stage includes results which provide effective results
which are identified by the conflicts (Ayub, AlQurashi, and Jehn, 2017).
2. As the manager of this team, describe why you believe this conflict is occurring
between Sarah and James and the other team members.
Responses
The respective conflict is occurring because of dissimilarities among the team members.
The respective business organization is not following the law of equality as they are
differentiating the team members from the other team members.

3. During the initial stages of this conflict, team members were uncomfortable about
the rostering situation but did not argue about the issue. Describe the stage of
conflict that this situation has reached. What will happen if it is ignored further?
Responses
It is essential for the business entity to focus on understanding wants and needs of every
employees. If the initial stages of conflict make employees uncomfortable then
management should put efforts to make them agree. It is major role of a business entity to
focus on stage of clash between employees. It is necessary for the management to focus
on not ignoring the situation in order to achieve key and best results. The management
should also analyze key points which are helpful in increasing employee participation and
engagement (Bavik, 2019). The key role of a business should be on eliminating ignorance
of employees by adopting key measures. Taking advice and suggestions from the
employees is always necessary in order to develop and achieve key goals and objectives of
the company.
4. How can you use communication techniques to effectively manage the conflict
within your team and work well with the other members?
Responses
Through adopting the effective communication techniques, the management of business
organization is able to properly, all the team members can coordinate with each other in an
effective and efficient manner. The communication techniques are helpful in decreasing the
chances of conflicts in order to lead the team. Key communication techniques related to
digital technology like e-mail, smartphone and multimedia tools can be used by a business
entity to develop focused communication.
5. How can management work with you to determine and implement a possible
solution to this conflict?
Responses
The management of business organization is required to analyze the factors on which the
differentiation among the team members has been raised (Curcija, Breakey, and Driml,
2019). Some of team members are not getting weekend offs and some of them are not
getting offs. In order to give the best possible solution to the organization to provide the
weekend offs to all the team members.
6. What results will be achieved if this conflict is managed effectively?
Responses
In the case of managing the conflicts, the management of business organization will able to
perform in more effective and efficient manner as it will help the team members in work in
more coordinating and effective manner.

Scenario 4
A customer at your bar appears to have become drunk and disorderly. He is knocking
over drinks, talking loudly and has begun arguing with a new staff member working next
to you at the bar when she refuses to serve the customer. You notice that his behaviour
is becoming increasingly threatening to customers and your fellow staff member, who is
becoming frightened of the situation.
1. How might this situation escalate if you do not respond appropriately?
Responses
The given situation is found as really effective for the bar because it leads to the creation of
negative image of organization in the market. It is found as necessary for the staff
members of bars to control the situation otherwise it may also create an issue with the
other customers as the the respective customer is talking loudly and doing argues with the
staff members.
2. What actions will you take and what resources can you use to effectively address
this situation and prevent escalation?
Responses
The staff members of bar have to deal with the situation in a positive and polite manner. As
per the policies of bars, the staff members can take the help of legal identity in order to
properly deal with the situation (Grobelna, 2022).
3. Which documentation do you need to complete in this instance? List 3 instances
which must be recorded associated with conflict situations in a workplace and explain
the reasons why this needs to occur.
Responses
The documentation which needs to completed for instance in order to achieve the desired
results. Memorandum of association, memorandum of contract and employee contract
from. The primary stage of conflict should be maintained into records which is related to
conflict can be recorded. The Situation of the whole conflicts should be recorded in a well
defined manner. The recording should be done digitally in order to focus on development of
the company.

Part B
Procedure
Answer all the questions.
To be deemed competent you will need to successfully demonstrate the following:
You must submit:
Satisfactorily answer all the questions.
Questions Workplace policies and protocols to deal with and manage conflict
1. Outline the common procedures and policies which could be part of a company
policy regarding the
requirements for reporting and management of conflict. What does this need to
include?
Responses
Codes of conduct, conflict management rules, reporting policies, mediation policies,
grievance policies, and workplace dispute resolution procedures are all common
procedures and policies (Isaac, Çakmak, and Butler, 2019). This should include the
members' expected standards of behaviour, incident and conflict reporting mechanisms,
including documents to fill out and who to report to the management of conflict approaches
and strategies.
2. What are the regulatory, industrial and legislative requirements related to
the handling of disputes?
Responses
Hyundai Awards must include a phrase that defines processes for resolving any complaints
between employers and employees involving Hyundai Awards and National Employment
Standards under the 2009 Fair Work Act (FW Act) (NES).
Australia's national workplace relations court is the Fair Work Commission (FWC). The
Federal Workplace Commission (FWC) can assist you in resolving workplace disputes
between companies and employees, unions, and employer associations covered by the
National Workplace Relations System.
3. Explain the variety of communication skills which could be employed to ensure the
effectiveness of dealing with conflict and conflict resolution.
Responses
 Active listening.
 Non-verbal communication and recognition of non-verbal signs.
 Appropriate language style
 Questioning technique
 Empathizing with the person's situation while upholding organizational policy.

4. What are the procedures where conflict involves drugs, alcohol or violence?
Responses
To obtain the greatest results for everyone in the workplace, contact with people under the
influence of alcohol or other substances necessitates expertise and sensitivity. Consider
designating individuals and training personnel to reach out to workers who exhibit
indicators of being under the influence of alcohol or other substances when creating
policies. Managers, supervisors, health and safety advocates, and other individuals with
adequate knowledge, experience (Jung, and Yoon, 2018). and/or certifications may be
suitable personnel (e.g., consulting). It is critical that the chosen individual understands the
most effective solution. The procedures used when dealing with employees whose job
performance is harmed by alcohol or other drugs are determined by the following factors-
 The industry
 The workplace culture and structure
 The employee's position
 The employee's personality
 Whether it is a case of long-term abuse or a 'one-of' situation
 The legal environment, including the employment contract this type of procedure
should contain a chain of command for making approaches if initial contact fails.
Reactions that are negative or hostile When dealing with seemingly drunk employees, it
can be more helpful to talk about safety and general job performance rather than confront
them (rather than drinking or drug use). Please be cautious while making this decision to
avoid employees becoming ill or injured, taking prescription medicines, or engaging in any
other sort of anguish to justify their actions. Employees may need to consult a general
practitioner for a drug evaluation if they use legal drugs and perform poorly.
5. What should be covered in an induction program with regards to conflict situations?
Responses
 General 'compliance' training in areas like equal opportunity and occupational health
and safety, among others.
 On-the-job training that attempts to help the individual become proficient in the
work as quickly as feasible
 Educating the employee about the organization's culture – the myriad unwritten
norms, behavioral standards, interactions, and so on that govern how the
organization operates day-to-day (Maiyo, and Kimutai, 2020) This is a critical but
often overlooked feature of induction that causes many inductions programmer to
fail.

6. To whom (other than the HR department) should escalated conflict situations or
problems be reported in an organization?
Responses
Employees should report to their direct supervisor first. If the employee's supervisor is
involved in the complaint, the employee should make an appointment with that supervisor.
The employer and supervisor can seek assistance in problem solving from the manager of
complaint procedure (Okello, 2018, Orlowski, Murphy, and Severt, 2017.
7. What is the purpose of evaluating conflict situations? Provide examples how
this could be achieved effectively.
Responses
Evaluation takes time, energy, and experience, and the outcomes can be obvious or
insufficiently nuanced. However, there are compelling reasons to priorities evaluation in
conflict resolution and peace building. Accountability, as well as monitoring and improving
existing activities, requires evaluation (Raimi, 2017).

Task 2
Assessment Instructions
This is an individual assessment. There are three parts in this task. If you need help
understanding any questions, ask your assessor to explain.
Procedure
You are to role play with your assessor the following three customer complaint
scenarios. Use the Customer complains handling procedure in Appendix 1.
To be deemed competent you will need to successfully demonstrate the following:
You must participate in all three customer complaint scenarios and solve the customer
issues satisfactorily.
Scenario 1:
2 businessmen have ordered the 3-course lunch special at your establishment. They
have advised the waitress that they only have 1 hour for lunch as they need to attend an
important meeting and were advised that this was no problem at all.
They are being served their beverages and shortly after, the first course is being served.
10 minutes after they have finished the first course, the waitress returns to the table and
advises that the kitchen has run out of the main course for the lunch special, and advises
the customers that there is an alternative they can offer for a surcharge of $15 per
person. The customers are annoyed about this “Recommendation” not to mention the
impact on their limited time available for lunch and ask to see the manager – YOU.
Demonstrate how you will resolve this issue.
The businessman was facing the issue of lunch menus and having the limited time to for the
available lunch break as they have to attend the important meeting. The businessman
wasgetting annoyed by the recommendation provided by the waitress to offer a surcharge of
$15 per person. To resolve this issue the waitress can offer them their beat meal of
restaurant that is unique and never being tried by them in the short span of time so that they
cannot miss their important meetings. The other waitress can recommend them to wait for
the five minutes and provide them their lunch with good in taste from another restaurant and
bills needs to be paid the restaurant itself. To run the kitchen efficiently it is recommended to
keep all ingredients organised, upgrading the appliances, creating specific work stations.
Managing of storage space and many more. The manager will come to ask the issue and
businessman will tell all the story. In which it will tell to manager that I was told that I need to
pay an extra $15 in order to get my meal and for that I am feeling angry. The manager
apologises for our carelessness resulted in an unpleasant experience. Please select one of
the alternative main courses; the kitchen will give you first priority, and there will be no
additional price. Businessman (Sahoo, and Sahoo, 2019)I am really pleased with your service
that make me feel better. Then manager greets businessman with thanks.
Scenario 2:
Andrew and Ella are angry because they are rostered every weekend whilst John, the
assistant manager, has every weekend off to enable him to participate in his hobby
related sports events. They hold a grudge against John and they believe there is little
they can do due to John’s position as assistant manager. You as the manager, have
noticed that Andrew and Ella’s regular outgoing friendly nature has changed and this

has started to reflect on how they interact with their colleagues. You have called Andrew
and Ella into your office and they now air their frustration.
Demonstrate how you will resolve this issue. Your actions are underpinned by common
workplace relation provisions (as these may exist) and EEO legislation, awards etc.
Being as manager I ask to Andrew to help her as seen frustrated. The Andrew replies I am
sad as we schedule the shifts every weekend but John who is assistant manager take a
vacation every weekend which is not fair. As manager I ask them what help they need from
me them Andrew asks from me to have an opportunity for weekend vacation. I reply them
to yes, as the content of our interview was fully recorded and I'll think about your ideas and
hear what other staff have to say. I hope you can concentrate on your task without being
distracted by emotions
Scenario 3:
You are the bar manager in Sydney bar. You notice a customer at the other end of the
bar who starts to become aggressive after s/he has been refused service of alcoholic
beverages due to signs of intoxication and lewd behavior.
The customer calls the service attendant a derogatory name and threatens to take the
place apart. The situation looks serious.
Demonstrate how you will manage this issue. Your actions are underpinned by existing
workplace policies etc. where these exist
The issue is considered as key issue which can impact on functioning of the whole business.
It can lead to spoil the image and goodwill of the bar. If I was the manager at Sydney I would
have handled the situation calmly and with patience (Szende, Bagnera, and Cole, 2020).I will
call the customer to my cabin and tell him not to panic in the situation and take a long deep
breathe. I will focus on providing key solutions to client by giving him compensation for the
problem. I will also make him understand the side effects of alcoholic beverages by providing
live examples.

Appendix 1
Compliment and complaint management procedure
The compliment and complaint management process can be simplified into five steps:
1. Receive
2. Record
3. Acknowledge
4. Resolve
5. Communicate resolution.
Receive
 Listen – openly to the concerns being raised by the complainant.
 Ask – the complainant what outcome they are seeking.
 Inform – the complainant clearly of the complaint process, the time the
process takes and set realistic expectations.
 Accountable – be emphatic towards the affected person and action all
commitments made.
 Assess – create a prioritization framework to identify situations which pose
an immediate threat or danger, or require a specialized response.
 Refer to the Compliment and complaint form template to assist in
recording key information at the time of first contact.
Record
 Record – all information that is relevant to the compliment or complaint, in its
original and simplest form.
 Store – in a compliment or complaint management system that also
allows for data analysis.
 Protect – use a system that restricts access to clients who are involved in
managing the
compliment or complaint (Vong, and Tang, 2017).
 Refer to the Template reporting system that can be used for reporting purposes.

Acknowledge
 Acknowledge – receipt of the complaint early to build a relationship of
trust and confidence with the person who raised the complaint.
 Anonymity – a person may request to remain anonymous in their lodgement
and therefore contact may not be possible or expected.
 Desired outcomes – provide realistic expectations and refer the
matter to other organizations where identified as being more suitable to
handle.
 Conflict of interest – avoid this by appointing a person unrelated to the
matter as an investigator.
 Time frames and expectations – provide these to the complainant where
possible.
Resolve
 Involve the complainant – keep them informed of the progress of the
complaint and discuss any disparities identified in the information held.
 Additional information – request when required but apply a time frame that
limits when it is to be provided.
 Extensions in time – consider only where necessary and always
communicate any additional time requirements to the complainant
with an explanation of the need.
 Record – continue to record all decisions or actions of the complaint
investigation in the compliment and complaint management system.
 Focus – when investigating, focus on the identified complaint matters only. A
complaint is not an opportunity to review the whole case.
Communicate resolution
 Outcome – Where possible, discuss the outcome verbally with the
complainant before providing written advice and allow them the opportunity
to make further contact following receipt of the written advice.
 Recourse – include what further action may be available to the
complainant at the conclusion of the complaint investigation. An action of
recourse may be to escalate the matter further with an external agency or
for a further review within the organization.
 Further reviews – providing a minimum of one further review will enable the
first investigation to be reviewed for soundness and allow additional
information not available
in the first complaint to be included.
 Opportunities – develop a mechanism or process by which complaint
outcomes can be relayed to the appropriate area within the organization for
action to improve service delivery.
 Feedback – develop a process that allows for a review of the complainant’s
experience of

the complaints process by encouraging and enabling feedback on how the
process by which their complaint was dealt with.
 Support – is available from the Department of Health and Human Services and
the Department of Education and Training or other organizations in the form of
training, advice and resources to support receiving and managing compliments
and complaints. Refer to the Listing of organizations for additional support.

REFERENCES
Books and Journals
Abdou, A.H.,and Elsaed, A.A., 2022. The Impact of Hospitality Work Environment on
Employees’ Turnover Intentions During COVID-19 Pandemic: The Mediating Role of Work-
Family Conflict. Frontiers in Psychology, p.2283.
Aqqad, N., Obeidat, B.,and Masa'deh, R.E., 2019. The relationship among emotional
intelligence, conflict management styles, and job performance in Jordanian
banks. International Journal of Human Resources Development and Management, 19(3),
pp.225-265.
Ayub, N., AlQurashi, S.M.,and Jehn, K., 2017. Personality traits and conflict management
styles in predicting job performance and conflict. International Journal of Conflict
Management.
Bavik, A., 2019. A systematic review of the servant leadership literature in management and
hospitality. International Journal of Contemporary Hospitality Management.
Brett, J., 2017. Intercultural challenges in managing workplace conflict–a call for
research. Cross Cultural & Strategic Management.
Curcija, M., Breakey, N. and Driml, S., 2019. Development of a conflict management model as
a tool for improved project outcomes in community based tourism. Tourism Management, 70,
pp.341-354.
Grobelna, A., 2022. A Study–Life Conflict and Its Impact on Tourism and Hospitality Students’
Burnout and Their Employment Aspirations. Sustainability, 14(11), p.6608.
Isaac, R.K., Çakmak, E. and Butler, R. eds., 2019. Tourism and hospitality in conflict-ridden
destinations. Routledge.
Jung, H.S. and Yoon, H.H., 2018. Improving frontline service employees' innovative behavior
using conflict management in the hospitality industry: The mediating role of
engagement. Tourism Management, 69, pp.498-507.
Maiyo, E. and Kimutai, G., 2020. Influence of antecedents of work family conflict on employee
job embeddednes in the hospitality industry in Eldoret, Kenya. International Academic Journal
of Human Resource and Business Administration, 3(9), pp.215-227.
Okello, I.I., 2018. Influence of Conflict Management Styles on Organizational
Performance (Doctoral dissertation).
Orlowski, M., Murphy, K.S. and Severt, D., 2017. Commitment and conflict in the restaurant
industry: Perceptions from the Generation Y viewpoint. Journal of Foodservice Business
Research, 20(2), pp.218-237.
Raimi, L., 2017. Understanding theories of corporate social responsibility in the Ibero-
American hospitality industry. In Corporate Social Responsibility and Corporate Governance.
Emerald Publishing Limited.
Sahoo, R. and Sahoo, C.K., 2019. Organizational justice, conflict management and employee
relations: The mediating role of climate of trust. International Journal of Manpower.
Szende, P., Bagnera, S.M. and Cole, D.C., 2020. Human Resource Management in Hospitality
Cases. Routledge.
Vong, L.T.N. and Tang, W.S.L., 2017. The mediating effect of work–family conflict in the
relationship between job stress and intent to stay: The case of tourism and hospitality
workers in Macau. Journal of Human Resources in Hospitality & Tourism, 16(1), pp.39-55.