BSBCMM412: Leading Difficult Conversations in Hospitality Services

This BSBCMM412 project portfolio template focuses on leading difficult conversations within a hospitality setting. It addresses two key scenarios: resolving conflicts between team members and handling unexpected negative customer feedback. The project details the preparation for these conversations, including defining the purpose, gathering information, organizing logistics, and defining content. It covers internal conflict resolution strategies, emphasizing communication and understanding, and outlines methods for addressing customer dissatisfaction through feedback analysis and service improvement. The document also highlights the importance of adhering to relevant policies, procedures, and legislation, such as the Equality Act 2010 and consumer protection acts. Desklib provides this and other solved assignments to aid students in their studies.

BSBCMM412 Lead difficult
conversations
Project portfolio template
Contents
Section 1: Preparing to lead a difficult conversation .................................................................................3
Section 2: Facilitating difficult conversations............................................................................................. 10
Section 3: Reviewing your own effectiveness........................................................................................... 15

Student name:
Assessor:
Date:
Business that this
assessment is based on:
Hospitality services.
(Hotel)
The hotel ensures the effective
services to the customers by
providing the effective and
luxurious services to the
customers.
Documentation reviewed
as preparation:
Leadership role assumed
by student (e.g.
Customer Services
manager):
Human resource manager
Role of team that you will
be leading:
The team includes the team
member and leader and leader
provides the instructions to the
team members along with
understanding their issues. The
role of the team is to follow their
leader in order to create the
effective environment in the
organisation and along with this,
providing effective services to the
customers.
Description of difficult
conversations:
Resolving conflicts between the
team members is the first difficult
conversation. This conversation
includes solving the disputes that
are consistently arising among the
team members due to lack of
understanding between the team
members.
Unexpected negative feedback
is the second difficult
conversation. The customers
have some issues regarding
the services they are getting
and this leads to reducing their
satisfaction level and along with
this, it further results in
negative comments by the
customers. And this results in
reducing the goodwill of the
organisation.
Conversation 1 Resolving conflicts between
team members
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Conversation 2 Unexpected negative
feedback.
Assessor authorisation:
Date:
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Section 1: Preparing to lead a difficult conversation
Conversation 1
Define the conversation- Resolving conflict between the team members refers to
solving the issues and the problems that has been arise between the team
members in due to lack of communication or understanding.
Describe the purpose
and requirements of the
conversation.
Provide an overview of
the conversation.
Include:
the purpose of the
conversation
the drivers for the
conversation
your objectives for the
conversation.
In your answer, explain
why it’s important to
understand the
requirements of the
conversation.
There are two employees in the
service department, Employee A
and employee B. Both of these
employees are not cooperating
with each other. Employee A has
a complaint that employee B is
not-involving him in important
discussions. On the other hand,
employee B has stated that
employee A is not active in terms
completing the given task. It
seems there are large number of
personal issues between both the
employees. As a result, the task
that has been given them remains
incomplete. And at the end, all the
employees were blaming each
other.
It is very important to understand
the requirement of this
conversation as this involves the
personal and emotional aspects of
the employees. (Marson, 2019).
The employees are the internal
stakeholders of the organisation. If
the personal perceptions are
ignored then this will result in
reducing their productivity in the
working.
The main purpose of this
conversation is to reduce the
hurdles that are coming in
implementing the effective
team in the organisation. It is
important to have an effective
relationship between the
employees in order to ensure
the efficient working in the
company.
The driver of the conversation
are employee A and employee
B.
The main objective of this
conversation is to reduce the
problems of the team member.
Gathering and In order to resolve the issue The internal source of
information has been chosen in
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developing information
and materials
Describe the information
that you gathered in
preparation for the
conversation.
Include:
What information did
you collect and how did
you collect it?
How did you analyse the
information (for
example, What system
did you use? How did
you ensure that you
relied on accurate
information from a range
of sources – internal and
external? etc)
How did the
information that you
collected inform
your planning? How
did it help guide
your preparation?
What information or
material did you
prepare for the other
person?
Note: Ensure that you
refer to relevant policies,
procedures and
legislation in your
answer.
Attach relevant policies
and procedures,
information samples,
links to information
sources and references,
links to relevant
legislation and copies of
the material that you
between both the employees the
information has been gathered in
relation of their problem so it
becomes easy to understand that
what is the actual reason of the
conflict.
order to analyse the accuracy
of the conversation.
All the other team members
has been called one by one
and their opinion has been
taken. And the privacy has
been ensued to all the team
members so, they can share
everything without any doubt.
While gathering the opinions it
has been found that there are
large number of lack of
understandings among the
team members. As a result, the
team members are ended up
blaming each other.
The information that has been
collected by me is that there are
large number of issues between
the employees. There are some
kind of personal issues among
them and both of them always not
cooperates with each other.
The information has been
gathered from the different
members of the team as they all
are part of one team. It is the
policy of the organisation that all
the employees has to be treated
equally. The employment law
under business law suggest that it
is mandatory to give equal
opportunities to all the employees
in the organisation.(Sarah and
Vida, 2020).
No- one was following the
principles of management. This
has been considered as the
major part of the organisational
procedure. No one was ready
to take their accountability.
While counselling, it has been
found there is unequal
treatment has been done
between the employees by
their manager. Therefore, the
employees feel over
exhausted.
This collected information has
helped me in knowing the
different aspects that are
leading to creating the issues
between the team members
and along with this, it further
helped me to develop the
planning in relation of solving
the issues.
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provided to the other
person to this section of
your Portfolio.
Organising the logistics
of the
conversation/meeting
Describe how you
organised the logistics of
the
conversation/meeting.
Describe:
how you applied relevant
policies and procedures
how you advised the
other person of the
conversation/meeting
and why you chose that
strategy
where you chose to hold
the conversation and
why
the format for the
conversation and your
rationale for selecting it
the timing of the
conversation and your
rationale.
Attach relevant policies
and procedures, a copy
of your meeting
invitation and any other
relevant correspondence
and documentation to
this section of your
In order to lead this conversation a
meeting has been called up.
The discipline and privacy
policy of the organisation has
given the topmost priority in
order to establish the meeting.
The logistic of the meeting
involves:
 Calling the right people
that are involved in it.
 Taking the opinions of all
the members
 Ensuring rights to all the
members in accordance of
the equality act 2010.
(Mason and Minerva,
2020).
 Firstly, the chance has
been given to Employee A
and B in order to share
their views and afterwards
the advice has been given
to them on the basis of
their views.
 Afterwards, all the other
team members has been
called in order to share
their opinions.
The format of the conversation
includes making eye contact
with the team members along
with using the simple
sentences so, each member
can easily understand the
major discussions and do not
feel hesitate in showing their
opinions.
The conversation has been
hold in the meeting room, so
the privacy has been
maintained.
The major strategy that has
been prepared in order to hold
this conversation was using the
effective communication
format. Under this, two-way
communication has been done
in order to ensure the effective
interaction in among me and
team members.
The advice has been given to the
employee A and B in relation of
understanding the opinions of
each other. As both of them were
reacting to each other opinions
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Portfolio. instead of understanding each
other.
This was the main reason of
creating the problems. And due to
both of them all the others
members was getting affected.
Defining the content of
the conversation
Describe the planned
content of your
conversation and its
structure.
Describe how you
defined the content of
the conversation.
Who did you seek advice
and feedback from? Why
did you choose these
people to seek advice
from?
Attach relevant notes
and correspondence to
this section of your
Portfolio.
The major content of the
conversation was influencing the
team members in order to
understand each other.
The structures that has been
followed was the flexible structure
so, each member can put the
opinion.
The content has been defined by
addressing to each member and
making communication with
everyone.
The feedback has been taken
from making a keen observation
on the employees. The consistent
monitoring results in knowing the
feedback. The team members
showed the cooperation with each
other.
Attach:
Information sources/references ☐
Policies and procedures ☐
Links to relevant legislation ☐
Materials provided to the other person ☐
Meeting invitation ☐
Relevant correspondence, notes and
documentation
☐
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Conversation 2
Define the conversation- The 2 conversation is related to the unexpected negative
feedback. This refers to showing the less satisfaction level of the customers. The
organisation is consistently facing the issue of receiving the negative feedback
from the customers.
Describe the purpose
and requirements of the
conversation.
Provide an overview of
the conversation.
Include:
the purpose of the
conversation
the drivers for the
conversation
your objectives for the
conversation.
In your answer, explain
why it’s important to
understand the
requirements of the
conversation.
The customer relationship manger
has consistently observed the
negative feedback in relation of
getting services by the customers.
The customers do not seem
satisfied. The purpose and
requirement of this conversation is
to knowing the main reason
behind the negative feedback of
the customers. And this is
important to take major action so,
the feedback can be addressed.
The major driver of the
conversation are the customers.
They are the external
stakeholders of the organisation
and plays the major part in the
success of the company.
The main objective of this
conversation is to ensure the
effective services to the
customers so, they can sustain
for longer period.
Gathering and
developing information
and materials
Describe the information
that you gathered in
preparation for the
conversation.
Include:
What information did you
collect and how did you
collect it?
The information has been
gathered with the use of CFS.
This refers to the customer
feedback system. This is the part
of the organisation procedure. The
organisation has the specific
department for this where the
feedback of the customer has
been taken with the help of
company's implemented software.
The customer relationship
manager has found out this issue
The collected information has
guided me that I have to
conduct the meeting with all the
head of the different
department and an effective
working policy has to be
formed.
The information related to the
proper supervision of the
workers has been prepared in
order to establish the meeting.
In accordance with the
consumer protection act this
has to be ensured in the
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How did you analyse the
information (for example,
What system did you
use? How did you ensure
that you relied on
accurate information
from a range of sources –
internal and external?
etc)
How did the
information that you
collected inform your
planning? How did it
help guide your
preparation?
What information or
material did you
prepare for the other
person?
Note: Ensure that you
refer to relevant policies,
procedures and
legislation in your
answer.
Attach relevant policies
and procedures,
information samples,
links to information
sources and references,
links to relevant
legislation and copies of
the material that you
provided to the other
person to this section of
your Portfolio.
and discussed with me. As the
major reason of getting the
negative feedback was the
internal issues of the organisation.
meeting that the customers
remain satisfied and the
negative feedback by them
should not remain longer.
The collected information was
completely accurate and this has
been known by monitoring the
different department in the
organisation.
During the observation it has been
found out that the different
departments were not working
properly and the final result comes
in providing the less effective
services to the customers.
The major reason was behind this
issue was that the members of the
departments was unaware about
the concept of “who will
subordinate whom”. (McKibben,
2017). There was large number of
confusion in the mind of the
employees as the supervision was
not taken properly.
Organising the logistics
of the
conversation/meeting
Describe how you
organised the logistics of
The logistic of the meeting
involves:
 Preparing the board room
for the meeting. So, all the
manager can speck and
In the meeting, all the
managers are addressed to
implement the effective flow of
power in their department. This
includes, making clear to the
employee that “who will
subordinate whom”.
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the
conversation/meeting.
Describe:
how you applied relevant
policies and procedures
how you advised the
other person of the
conversation/meeting
and why you chose that
strategy
where you chose to hold
the conversation and
why
the format for the
conversation and your
rationale for selecting it
the timing of the
conversation and your
rationale.
Attach relevant policies
and procedures, a copy
of your meeting
invitation and any other
relevant correspondence
and documentation to
this section of your
Portfolio.
listen.
 Manager of all the
departments has been
called upon.
 Discussion with each
manager has been done in
order to know the
complexity of the
department. (Orasanu,
2017).
 The format of the
conversation will involves
asking the questions to the
managers. So, their
perceptions can be known.
The major focus has to be
made on performing the
corporate social responsibilities
in order to ensure the effective
services to the customers.
The timing of the conversation will
minimum 2 hours so, the
managers do not feel over
burdened and within the time the
strategies has been discussed
and managed.
Defining the content of
the conversation
Describe the planned
content of your
conversation and its
structure.
Describe how you
defined the content of
the conversation.
Who did you seek advice
and feedback from? Why
did you choose these
people to seek advice
from?
The content of the conversation is
about managing all the
departments in the organisation.
So, collectively this will result in
providing the effective services to
the customers. And this will further
result in no negative feedback by
the customers.
The structure of the conversation
will be top to bottom. Firstly, the
mangers will be addressed. And
then they will make aware their
team members.
The advice has been taken from
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Attach relevant notes
and correspondence to
this section of your
Portfolio.
the result of the discussion that
has been done with the
managers. And the feedback will
be taken from the customer
relationship manager after
implementing the strategies. The
feedback of the customers has
been keenly observed by the
customer relationship manager in
order to know the feedback.
Attach:
Information sources/references ☐
Policies and procedures ☐
Links to relevant legislation ☐
Materials provided to the other person ☐
Meeting invitation ☐
Relevant correspondence, notes and
documentation
☐
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Section 2: Facilitating difficult conversations
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