Manage Conflict: Assignment
Added on 2021-02-21
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Manage Conflict
Table of ContentsINTRODUCTION...........................................................................................................................3PART A...........................................................................................................................................3TASK 1: Role play- Delay in delivering the meal......................................................................3TASK 2: Role play- Delivered the wrong meal..........................................................................4TASK 3: Role play- Incorrect pricing.........................................................................................5PART B............................................................................................................................................7TASK 1: Role play- Resolve dispute over roster........................................................................7TASK 2: Role play- Resolve dispute over incompetence...........................................................8PART C..........................................................................................................................................10TASK 1: Role play- Respond to threatening customer.............................................................10TASK 2: Role play- Respond to customer who may be hurt....................................................11CONCLUSION..............................................................................................................................12REFERENCES..............................................................................................................................13APPENDIX....................................................................................................................................14PART A.........................................................................................................................................14TASK 1.....................................................................................................................................14TASK 2.....................................................................................................................................15TASK 3.....................................................................................................................................16PART B..........................................................................................................................................17TASK 1.....................................................................................................................................17TASK 2.....................................................................................................................................18PART C .........................................................................................................................................19TASK 1.....................................................................................................................................19TASK 2.....................................................................................................................................20
INTRODUCTIONConflict management is defined as ideas and techniques for reducing negative effect ofconflict and developing positive outcomes for all people involved in it (Alok, Raveendran andPrasuna, 2014). This is the responsibility of manager to manage conflict arise in business so thatgoal and objectives can be achieved in best possible manner. This assignment is based ondifferent role play which includes delay in delivering meal, incorrect pricing, resolving disputeover incompetence, responding to threatening customer. PART ATASK 1: Role play- Delay in delivering the mealBeing the chef and shift supervisor (Rhiju Singh) of North Sydney Campus Cafeteria Iand my team were preparing everything as usual on Thursday which was expected to be normalschedule but at the evening there was high volume of orders, customers were waiting for orders.During this period, one of customer has booked table, ordered meal and paid online. Some of theinstructions were provided to respective cafeteria by that consumer. After that guest arrived andthey waited for 20 minutes where food was not ready this made user feel upset and sad. Thisleads to rise in conflict among chef and customers. In order to resolve conflict, role play has beenperformed which is as follows:Me (Rhiju Singh): Good afternoon sir, I am extremely sorry for inconvenience whichyou and your guest has faced because of our mistake.John (Upset Customer): Good afternoon, as I have already booked table, paid onlineand instructed regarding my meals and orders.Me: I know sir, you have done everything online but due to busy schedule we have notdelivered what you were expected from us.John: How I can get this matter to be resolved.Me: Sir, we can sit together and discuss the matter to get solution for it (Conflict Theory)John: Yes, what can you do now for us.Me: Sir, as you and your guest are really upset because of our service, so we can providediscounts and offers to you in our next booking by providing high quality food and serviceswhich can make you and guest happy (Conflict Resolution Techniques).John: Apart from discounts and offer, what other benefits can you provide us?
Me: Sir, we can provide facility of hotel rooms for your visiting guests for once in a year(Resources to assist managing conflict)John: I am really impressed by your behaviour and I accept your proposal which youhave offered to me for my next booking (Communication Technique). As I want everything to beperfect and high quality services.Me: Sir, if you have any further queries, you can surely ask with me so that I can providemore better solution to your problems.John: I want to know about organisation's policies and procedures for filing conflict,complaint and dispute resolution so that in case if some problems arises then I can get bettersolution to arise issues. Me: Sure sir, I will provide you with our brochure book where everything related withconflict, complaints and dispute resolution has been mentioned. This can make easy for you toget solution of problems.John: Thank you so much for your polite behaviour and solution to my arise problems.Me: Thank you sir, it is our great pleasure to serve our consumer and make them satisfiedand happy with our services.TASK 2: Role play- Delivered the wrong mealBeing the chef and supervisor of respective cafeteria, I have to deal with our upsetcustomer to make him feel happy and satisfied by providing ordered meal to him. As customerwas already upset because of delay so I rushed to kitchen for telling all chefs to stop everythingfor fulfilling order of upset consumers as an urgent priority. After 10 minutes later meals weredelivered to user which made me thankful to all chefs who worked hard for providing food tothem. After serving food, customer service officer arrived at front for informing that customer isback and more upset due to receiving of main dish of sour pork and sweet instead of sourchicken and sweet. In order to make customer happy, role play has been conducted between meand user for providing services. They are as follows:Me (Rhiju Singh): Good afternoon sir, I am sorry for delivering wrong meal to you andyour guest. John (Upset Customer): As I have already placed online order with some instruction butyour organisation has not focused on it.
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