Assessment of Staff Management in the University
Added on 2021-04-24
13 Pages2453 Words158 Views
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Running head: STAFF MANAGEMENT Assessment 2: Staff ManagementName of the student:Name of the university:Author note:
1STAFF MANAGEMENTTable of ContentsPart A: Written Questions................................................................................................................31. Sign of potential conflict under different circumstances:........................................................3a. Delays in delivering a product-............................................................................................3b. Difficult or demanding customers-......................................................................................3c. Drug or alcohol affected customers-....................................................................................3d. Problems or faults with a product-.......................................................................................32. Three situations indicating threaten to personal safety of customers in a hospitality industry:.....................................................................................................................................................33. Assistance to the identified threats to customers:....................................................................44. Three groups of people for conflict management:...................................................................45. Examples of impact minimization while dealing with conflict:..............................................46. Impact of conflict on business reputation and legal liability:..................................................57. Three ways of communication to speak to parties involved in conflict:.................................58. Role of teamwork in resolving conflict between team members:...........................................6Part B: Written Questions................................................................................................................61. Three types of conflict in hospitality industry:........................................................................62. Typical causes for conflicts:....................................................................................................73. Suggested resolution:...............................................................................................................84. Briefly describing aspects of conflict theory:..........................................................................8
2STAFF MANAGEMENT5. Conflict resolution and communication techniques:...............................................................86. Organization’s Policies and procedures for conflict resolution:..............................................97. Causes of workplace conflict:................................................................................................10References:....................................................................................................................................11
3STAFF MANAGEMENTPart A: Written Questions1. Sign of potential conflict under different circumstances:a. Delays in delivering a product-Customer reverting with complaints regarding the product delivery will be the alert signfor potential conflict (Schmidt et al. 2014). b. Difficult or demanding customers-A state crossing the feasible limit for the service provider will be the potential sign ofconflict. Moreover, customer may demand beyond what the service provider is offering (Schmidtet al. 2014). c. Drug or alcohol affected customers-When they behave abnormal, the state will be an alert to potential conflict. Abnormalitycan be in many forms like customer behaves rudely to service executives and others (Schmidt etal. 2014).d. Problems or faults with a product-When customer reports a complaint regarding any fault in the product, this will beregarded as an indication of potential conflict if not retained politely (Schmidt et al. 2014). 2. Three situations indicating threaten to personal safety of customers in a hospitalityindustry:The personal safety of customers in hospitality industry can be at threats under following 3situations (Zhang, Chen and Sun 2015):i.Staffs being unprofessional to guests at hotels
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