Conflict Management: Analysis of Hospitality Environment Conflicts

This report delves into the intricacies of conflict management within the hospitality environment. It begins by defining conflict management and its importance, then identifies common warning signs of conflict, describes the five stages of conflict, and lists the four recognized levels of conflict. The report explores factors leading to conflict in hospitality, such as unfair treatment and poor communication, and examines conflict theory's implications. It then outlines effective communication strategies like active listening, empathy, and culturally competent communication, along with assertiveness and negotiation as resolution techniques. The report also details information for organizational policies, and includes role-play scenarios demonstrating conflict resolution in customer service and service failure situations. Finally, the report provides a complaints register example, showing how to document and resolve conflicts, to improve services and customer satisfaction.

Manage Conflict
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INTRODUCTION...........................................................................................................................3
Assessment Task 1...........................................................................................................................3
Identify three common warning signs of conflict........................................................................3
Describe, in your own words, the five stages of conflict.............................................................3
List the four recognised levels of conflict...................................................................................4
Identify three factors that can lead to conflict in a hospitality environment...............................4
Describe what conflict theory says about the results that come from dealing with conflict.......5
Assessment Task 2...........................................................................................................................9
CONCLUSION..............................................................................................................................12
REFERENCES Books and Journals..............................................................................................13
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INTRODUCTION
Conflict management is defined as a process to limit the negative aspects of conflicts that
may take place in organisational workplace premises and can affect profitability and
development of individuals and organisation (Li, Li and Tang, 2020). Main purpose of contract
management is to significantly maximize learning and enhance performance of individuals
through which entity can assure more growth. It is an essential process in which entity and take
advantage of different strategy and policy to handle conflicts in efficient, sensible and fair
manner through which collaborative workplace environment can be facilitated. Present report is
segregated into two assessments that involve factors of conflicts within hospitality environment.
Along with these essential aspects of conflicts measures through which they can be managed is
also included in this report. While on the second assessment report involves some sort of role
plays.
Assessment Task 1
Identify three common warning signs of conflict.
According to the analysis it has been evaluated that there are different common warning
signs of conflicts in which some of the certain include decrease in overall productivity of
organisation and employees, as it has been evaluated that that conflicts are having significant
capability to lower down the capability of employees to perform their roles in an effective
manner that can lead towards decreasing their productivity. High labour turnover is also the
common warning sign of conflicts as due to which employees can feel stress and depressed. This
can lead them to quit their jobs (Coletto, Favalli and Caporali, 2020). Along with this
behavioural change is also common warning sign of conflicts in which employee’s performs
their roles and responsibilities with less energy and conference.
Describe, in your own words, the five stages of conflict.
Conflict is inclusive of five major stages that are Latent Stage, Perceived Stage, Felt Stage,
Manifest and Aftermath. In the stage of latent, participants are yet not have any form of
awareness of conflict. While on the other hand perceived conflict is that stage in which
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participants are aware of the existence of conflict. While felt state involves anxiety and stress,
along with this manifest stage is define as a state in which conflicts in open and can be
effectively observed. While lastly, aftermath stage of conflict involves overcome of conflicts,
resolution and dissolution. In this stage conflict get effectively resolved by assuring satisfaction
of participants and cooperative relationship among them.
List the four recognised levels of conflict.
There are mainly four recognised level of conflicts within an organisational workplace
premise that include individual level conflict, interpersonal conflict, group level conflict and
organisational level effects. In this it is essential for an organisation to have proper understanding
of all the form of conflicts in order to effectively manage them. In terms with interpersonal
conflicts it is an internal level conflict that mainly involves a soul individual (Smith, 2020). This
type of conflicts may arise due to self emotion, values, thoughts ideas and predisposition. In this
conflict individual can see themselves struggling between what they want to do and what they
should do. While on the other hand interpersonal conflict mainly under take place among two or
more individual within an entity premises (Wynn and Rao, 2020). This can be seen in the
difference among personality and perspective to fulfil an objective or goal. While what is talked
about group conflict, this take place among members of a single group where there are multiple
individual with varying experience, opinions, backgrounds in an organisation those who are
working towards a common objective. Lastly in organisational level conflicts it takes place
among different groups within a larger organisation. All these conflicts can be effectively
measures with discussion, team formation, collaborate in small talks, closed meetings, active
listening, celebrating progress and success and more.
Identify three factors that can lead to conflict in a hospitality environment.
There are numerous factors that can effectively lead towards arise of contracts in a
hospitality environment. Some of the factors include unfair treatment, poor management, and
negative form of communication, inadequate training and development courses, lack of equal
opportunities and more (McCarthy, 2020). All these factors within workplace environment are
having significant tendency to affect growth and development of both employers in organisations
through which entity can observe less profitable advantages and opportunities. In addition to this
it has been underlined that with these factors influence can feel stressed and depressed and can
face many challenges to perform their roles and responsibilities. It has been identified that
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unclear job role plays major role that can lead towards creating conflicts in hospitality
management, as if employees are unaware of their roles and responsibilities they can feel
neglected that can further decrease their conference and job satisfaction. Thus according to the
above analysis it has been underlined that it is essential for an organisation to have proper
understanding of these factors and implement strategies and policies which influences of these
factors can be overcome in a well define and effective manner.
Describe what conflict theory says about the results that come from dealing with conflict.
According to the analysis it has been evaluated that various assumptions of conflict theory
in which four primary assumptions says that it is helpful to understand competition, structural
inequality, revolution and more (Asante, 2020). It has been analysed that competition can be
significantly increased with the help of conflict that can also have a positive impact on
interaction and human relationship. Along with this conflict theory also have exemptions which
is related to revolution with the help of conflict changed in power dynamics between groups can
also takes place. Furthermore, it has been evaluated that conflict theory can be effectively used to
explain wide range of social phenomena discrimination evolution and more. A positive result can
be seen that can come from dealing with conflict as it brings many positive changes and
collaboration among individuals.
6. Explain how the use of each of the following communication strategies can be effective in conflict
situations.
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Active listening This strategy will provide assistance to the person in depicting that
they are effectively listening to the queries faced by the other
person, thus implying their interest in resolving the conflict.
Empathy Empathy is the demonstration of a behaviour which signifies an
individual getting the feeling of what the other person is going
through. This feeling when displayed in front of anybody helps in
resolving the conflicts in an effective manner.
Non-verbal
communication
There are several non verbal cues such as body movements, hand
gestures, postures, eye contact and so on. All of these tend to
collaboratively demonstrate that a person is actively listening to the
other person, thus effecting helping in addressing the conflict
situation.
Style of language The way in which the language is spoken also plays a crucial role in
conflict situation. When a positive and empathetic style of language
is adopted, it usually helps in addressing the issue.
Questioning
techniques
The usage of this strategy will provide due assistance as this tends to
demonstrate that a person is paying concentration to what is being
said and thereby displaying effective responses to the same.
Communicating in a
culturally competent
manner
The people who come to interact with each other may not
necessarily belong to the same cultural or national background. This
may lead to the emergence of conflicts between them. When a
person communicates in a culturally competent manner, it tends to
demonstrate the empathy of the person towards the other person,
thus laying down the foundation to effectively addressing the
conflict situation.
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7. Describe how assertiveness and negotiation can be used as effective conflict resolution
techniques.
Assertiveness can be defined as the demonstration of a behaviour whereby a person is self
confident and assured about one’s abilities and related things. In addition to this, negotiation
can be comprehensively said to be the ability of a person to enter into an agreement whereby
all the parties execute a discussion that ultimately leads to a conclusion which is beneficial
for all the parties. In this relation, it has been determined that both of these are effective
techniques are effective in terms of resolving the conflict situations. This can be mainly said
because of the fact that assertiveness allows the person to stay confident at the time of
executing communication while negotiation allows the individuals to put forth all the
conditions which can be beneficial for the parties involved in the agreement. Both of these
techniques when used together in a collaborative manner will be quite advantageous for
addressing the conflict and deriving positive results.
8. Identify four pieces of information you would expect to find in an organisation’s policies
and procedures for complaints, conflicts and dispute resolution.
The four pieces of information that are expected to be found in organisational policies and
procedures are compliant procedures, conflict management procedures, dispute resolution
procedures, and dispute resolution process.
9. For each person/group below, identify one scenario where they may be required to assist in
managing conflict.
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Counsellors Counsellors need to be involved for managing conflicts whereby the
parties are not ready to agree on negotiated terms.
Internal
security staff
Internal security staff has to be involved in a case whereby the individuals
get violent and the conflict becomes out of control.
Mediators Where conflict between two persons cannot be solved otherwise,
mediators have to be involved in the scenario.
Other staff The other staff members have to be involved whereby the parties involved
in a conflict belong to the same organisation and are having conflict about
anything related to the company.
Police Police has to be involved in case the conflict becomes violent.
Senior staff Senior staff member has to be involved in case the conflict gets out of the
control of the parties having the conflict.
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Assessment Task 2
Role play1- Delay in delivering the meal
Me: Good Afternoon Ma’am. I am sorry for the inconvenience caused to you because of the
mistake from our side.
Jane (Upset Customer): I have already made the payment and given the instructions
regarding the meals but the meal is still late.
Me: We are extremely sorry Ma’am. Actually there are several customers in the
restaurant and this is why we got late in reaching out to you.
Jane: What can be done now?
Me: As you are upset with us and our services, the restaurant will provide with an
additional discount of 15% over your order in your next booking with us (Conflict resolution
technique).
Jane: Besides the discount, what other benefit can you give to us?
Me: Ma’am, we also provide room facilities for the guests (Resources to assist managing
conflict)
Jane: I am impressed by your idea. I am okay with receiving discount on my next
booking (Communication Technique).
Me: Thank you so much. Is there anything else I can assist you with?
Jane: No.
Complaints Register
Date Complainant
name
Person
responsible
Description
of
complaint
Cause Resolution Comments Systemic
improvement
required
1/11/2020
Delay in
servicing
Supervisor Customer
is unhappy
due to the
delay
Abbreviated’
menu
To
provide
full range
of menu
It is
essential
to provide
customers
Yes
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service as
they called
second
time in the
same day.
items as
in-house
diners
with the
access of
full range
menu in
order to
restrict
any delay
in
services.
Role play: 2
Me: Good morning Ma’am. We are extremely sorry for the wrong meal.
Jane: I am extremely upset as even after the provision of instructions, this has happened.
Me: I am extremely sorry. There was miscommunication between me and my chef which
led to this.
Jane: My guest has faced issue because of you. What can be done now?
Me: I will arrange another meal according to the instructions given by you without any
kind of delay and this meal will be absolutely free for you.
Jane: I like your idea of keeping the customers happy with the services.
Me: Thank you Ma’am.
Complaints Register
Date Complainant
name
Person
responsible
Description
of complaint
Cause Resolution Comments Systemic
improvement
required
12/11/2020 Delivered
the wrong
Supervisor Due to
abbreviated
Abbreviated
menu
Provide
high
It is
essential
Yes
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meal menu
customer get
wrong meal
delivered
which
resulted
towards their
dissatisfaction
quality
and choice
food of
customer
in less
time with
discounted
price or
voucher.
to satisfy
customer
with the
help of
free
coupon
meal
Role Play3:
Me: Good Morning Ma’am. I am yet again sorry for the inconvenience caused to you.
Jane: This is constantly the third time and I am highly upset now. Firstly, you delayed
the meal delivery, secondly, you delivered a wrong meal and now, you charged incorrectly.
Me: Please allow me to correct our mistake.
Jane: What will you do?
Me: Looking on the wrong pricing of your meal, we are willing to offer you a free meal
pass upto 50 pounds which will be valid for next 2 months.
Jane: Okay, Thank you.
Me: Thank you Ma’am.
Date of incident Name of
injured person
Incident details. Consequences Comments on incident
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13/11/2020 Customer Due to
aggressiveness
from a Bridge
Hotel staff member
who is under the
influence of drugs
customers are not
satisfied in an
effective manner.
Bad impression
upon customer.
This situation reflects bad image of entity upon c
affect
Profitability of company. For this it is
Essential to make sure that no
Employees are access to drugs in work-
Place premises.
Reflection
According to the evaluation of all the above mentioned role play, it is essential for me to
effectively overcome the factors that negatively affect my roles and responsibilities as these can
further affect my future development and growth. In this, it is essential for me to take some
measures to improve my performance with the help of regular access on my performance and
taking feedback from peers and seniors. Negligence of guidance and lack of time management is
main causes of conflict which will not happen in future and proper time management will be
undertaken by me in order to have communication with customers in effective manner and
deliver correct services to them in time.
CONCLUSION
According to the above mentioned analysis it has been concluded that conflict management
plays an important role for any organisation irrespective of their size and scope through which
they enhance collaborative workplace environment. It will help entity to ensure long-term
success and growth in an industrial segment. There are some sort of common warning signs of
conflicts and stages by recognising which entity can effectively overcome the factors that can
lead towards conflict and can affect performance and productivity of employees and organisation
an in a significant manner. Furthermore, it has been underlined that with the assistance of
different communication strategies conflict situation can be easily overcome with the help of
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