North Sydney Campus Cafeteria: Conflict Management Role Play Analysis

This assignment presents a practical exploration of conflict management through role-playing scenarios set in a cafeteria environment. The student, assuming the role of a chef and shift supervisor, navigates various conflicts, including delays in meal delivery, incorrect orders, and incorrect pricing, demonstrating techniques for resolving customer disputes. The assignment analyzes communication strategies, conflict resolution methods, and organizational policies to address issues such as resolving disputes over rosters and incompetence. Each scenario includes dialogues illustrating how to manage upset customers, offer appropriate solutions like discounts and complimentary services, and maintain positive customer relationships. The document highlights the importance of effective communication, understanding customer needs, and implementing clear organizational procedures to manage and resolve conflicts efficiently. It covers scenarios like threatening customers and those who may be hurt, and concludes with an overview of the importance of proactive conflict resolution in maintaining customer satisfaction and operational efficiency.

Manage Conflict

Table of Contents
INTRODUCTION...........................................................................................................................3
PART A...........................................................................................................................................3
TASK 1: Role play- Delay in delivering the meal......................................................................3
TASK 2: Role play- Delivered the wrong meal..........................................................................4
TASK 3: Role play- Incorrect pricing.........................................................................................5
PART B............................................................................................................................................7
TASK 1: Role play- Resolve dispute over roster........................................................................7
TASK 2: Role play- Resolve dispute over incompetence...........................................................8
PART C..........................................................................................................................................10
TASK 1: Role play- Respond to threatening customer.............................................................10
TASK 2: Role play- Respond to customer who may be hurt....................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13
APPENDIX....................................................................................................................................14
PART A.........................................................................................................................................14
TASK 1.....................................................................................................................................14
TASK 2.....................................................................................................................................15
TASK 3.....................................................................................................................................16
PART B..........................................................................................................................................17
TASK 1.....................................................................................................................................17
TASK 2.....................................................................................................................................18
PART C .........................................................................................................................................19
TASK 1.....................................................................................................................................19
TASK 2.....................................................................................................................................20

INTRODUCTION
Conflict management is defined as ideas and techniques for reducing negative effect of
conflict and developing positive outcomes for all people involved in it (Alok, Raveendran and
Prasuna, 2014). This is the responsibility of manager to manage conflict arise in business so that
goal and objectives can be achieved in best possible manner. This assignment is based on
different role play which includes delay in delivering meal, incorrect pricing, resolving dispute
over incompetence, responding to threatening customer.
PART A
TASK 1: Role play- Delay in delivering the meal
Being the chef and shift supervisor (Rhiju Singh) of North Sydney Campus Cafeteria I
and my team were preparing everything as usual on Thursday which was expected to be normal
schedule 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 the
instructions were provided to respective cafeteria by that consumer. After that guest arrived and
they waited for 20 minutes where food was not ready this made user feel upset and sad. This
leads to rise in conflict among chef and customers. In order to resolve conflict, role play has been
performed which is as follows:
Me (Rhiju Singh): Good afternoon sir, I am extremely sorry for inconvenience which
you and your guest has faced because of our mistake.
John (Upset Customer): Good afternoon, as I have already booked table, paid online
and instructed regarding my meals and orders.
Me: I know sir, you have done everything online but due to busy schedule we have not
delivered 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 provide
discounts and offers to you in our next booking by providing high quality food and services
which 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 you
have offered to me for my next booking (Communication Technique). As I want everything to be
perfect and high quality services.
Me: Sir, if you have any further queries, you can surely ask with me so that I can provide
more 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 better
solution to arise issues.
Me: Sure sir, I will provide you with our brochure book where everything related with
conflict, complaints and dispute resolution has been mentioned. This can make easy for you to
get 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 satisfied
and happy with our services.
TASK 2: Role play- Delivered the wrong meal
Being the chef and supervisor of respective cafeteria, I have to deal with our upset
customer to make him feel happy and satisfied by providing ordered meal to him. As customer
was already upset because of delay so I rushed to kitchen for telling all chefs to stop everything
for fulfilling order of upset consumers as an urgent priority. After 10 minutes later meals were
delivered to user which made me thankful to all chefs who worked hard for providing food to
them. After serving food, customer service officer arrived at front for informing that customer is
back and more upset due to receiving of main dish of sour pork and sweet instead of sour
chicken and sweet. In order to make customer happy, role play has been conducted between me
and user for providing services. They are as follows:
Me (Rhiju Singh): Good afternoon sir, I am sorry for delivering wrong meal to you and
your guest.
John (Upset Customer): As I have already placed online order with some instruction but
your organisation has not focused on it.

Me: This happened because of my carelessness as I did not supervisor my chef and
worker at the time of placing your order and instructed them properly.
John: Our guest has problem with provided meal that is sweet and sour pork as they don't
like it at all.
Me: Sir, please give me some time, I will arrange another meal for you and your guest as
per instruction provided to us without delay.
John: As you already have delayed our meal and after preparation you delivered wrong
food to us. This has created issues in terms of believing individual and organisation.
Me: Sir, i can understand your problems but provide us at least one chance so that I can
provide you high quality and your choice food.
John: Ok, what can you do for me and my guest to make them happy and satisfied?
Me: Sir, firstly I can make another food for your team as per your requirements to make
them happy and satisfied towards our organisation.
John: As it requires again more time, apart from this, what other you can do for me and
my guest so that they can trust you and organisation.
Me: Apart from these, I can provide one year free coupon food for all those respective
guest by providing high quality products and services.
John: I like your idea towards making consumers happy for provided services.
Me: Thank you so much sir for providing us an other opportunity to deal with arise
problem and provide better solution.
John: I am really impressed by your behaviour and polite talk with consumers for
providing accurate solution to problems arise because of various circumstances.
Me: Thank you sir, for cooperating with us so that we can provide accurate solution to
problems to make customer happy and satisfied with our services without any deal and wrong
order.
TASK 3: Role play- Incorrect pricing
In this task, the upset customer along with his guest has finished their meal. When
consumer was leaving place, he noticed that prices of meal on boards above counter are cheaper
than he paid them to online. Again same customer is more upset because of charging over prices
for meals. North Sydney Campus Cafeteria has made same customer upset for three times. In
first case, they delay their delivering, second time they have delivered wrong meals and third

time they charged high prices for same meal at online services. Each time, chef and shift
supervisor Rhiju Singh has tried best to manage their conflict and provide solution to arise
problems in effective and efficient manner. Here, is the role play between Chef and shift
supervisor and customer regarding incorrect pricing which is given below:
Me (Rhiju Singh): Good afternoon sir, I am extremely sorry for the inconvenience which
you and guest have face because of our services.
John (Upset Customer): It is the third time which has made me upset regarding your
service. Firstly, you have made delay in delivering meal, secondly delivered wrong meal and
lastly you charged incorrect pricing for our meal.
Me: Please sir, give me a chance to improve our mistake so that you feel happy and
satisfied with us.
John: What will you do for improving your mistake which has faced by us?
Me: Sir, I can improve each and every mistakes which has faced by you because of our
carelessness. As we can provide one year food free to you and your team by considering your
requirement and booking it in advance. We can lower cost of meal which has been charged from
you during online.
John: Why do you charge high prices for meal during online booking?
Me: Sir, we have policy for both online and offline due to which there is variant in price
level that creates problems for users and customers.
John: Why don't you talk to high authority for changing such policies as it creates
problems and dissatisfaction to users.
Me: Well said sir, I will talk to my superior manager regarding such issues so that same
problems would not arise in future time period.
John: Why don't you all should focus on providing high quality goods and service to
customer for maintaining brand value and goodwill of business?
Me: Yes sir, we will try our best to fulfils need and requirement of consumers by
providing high quality products and services to users.
John: I think you should have proper policies regarding running your business in
effective and efficient manner so that better outcomes can be achieved.
Me: Yes sir, I will discuss such things with higher authority so that they can provide best
solution to problems.

John: I think, next time, you will not charge any incorrect pricing of product or service
from us while we will do any advance online booking.
Me: No sir, don't worry about it, next time you will find changed environment of this
cafeteria along with timely, correctly meal delivery to users.
John: Thank you for hearing my problems and providing solution for it.
Me: Thank you sir for support, cooperation regarding our organisation.
PART B
TASK 1: Role play- Resolve dispute over roster
There were various mistakes which took place in North Sydney Campus Cafeteria that
make upset to customers. After those incidents, Amy Heart who is customer service officer
moved to kitchen where all chefs were cleaning up and requested for removing herself from
Thursday shift. This made her overwhelmed with everything which has happened during her
shift. As she is very hard working employees of organisation who has high value and depends
her during busy period. Amy felt less interested in anything so manager took her to back office
for resolving situation arise with her. The role play is conducted between chef & shift supervisor
and Amy Heart who is playing role of customer service in respective organisation. There is
resolving team members disputes and assigning job duties and rosters for effective outcomes.
The role play is described below:
Me (Rhiju Singh): Good afternoon ma'am, there are different types of dispute which has
arise in Cafeteria due to various reasons.
Amy Heart (Customer Service Officer): Yes sir, being the customer service officer, I
think problem arises because of me as I did not handle service properly.
Me: No ma'am, it not like that. These all problems arise because of mistake of each and
every working employees.
Amy Heart: The problem arise on Thursday shift when I was on my duty. I think I
should be removed from particular shift and prefer to roster.
Me: It's not possible, as you are very hard working employees of our organisation who
always focus on providing high quality goods and services to consumers.
Amy Heart: What can we do to improve such mistake?

Me: We can resolve disputes through team members and assigning job roles to each and
every employees working in organisation so that better outcomes can be achieved.
Amy Heart: Please sir, can you describe my duties and responsibilities which I have to
performed in organisation.
Me: Sure ma'am, being customer service officer of our organisation, you have to perform
different roles, responsibilities and duties for achieving goal and objectives. You have to
communicate with consumers through different channels, processing forms, requests,
applications and orders.
Amy Heart: Apart from above duties, what are my other roles and responsibilities.
Me: Being in respective post, you have to maintain positive relationship with consumers,
keeping records of transactions, customer interactions, complaints and comments.
Amy Heart: Thanks you sir for guiding me towards my responsibilities. I will try my
best to perform my duties, roles and responsibilities for effective outcomes.
Me: We all have to cooperate with each other in order to serve our customer by providing
high quality products and services.
Amy Heart: Yes sir, it is very important for organisation employees to cooperate with
each other for understanding customer and serving them as per their requirement so that they
become happy and satisfied.
Me: Hope you have understand your assigned duties and will perform it in better manner
for effective outcomes and increase goodwill and brand value of organisation.
Amy Heart: Yes sir, I will perform my duties in best possible manner for serving
customer and provide them satisfaction and happy towards our services and product.
TASK 2: Role play- Resolve dispute over incompetence
North Sydney Campus Cafeteria has faced lots of problems because of their mistake
which leads trouble to customers who were availing products and services. As they have
resolved dispute with customer service officer that is Amy Heart regarding roster arrangements.
They found that most of the mistakes in organisation occurred because of particular chef Andrew
Johnson who has done trouble in meal ordering for customers. He joined cafeteria almost five
months ago and still making critical mistakes. It is very important to improve his performance
for better results. Andrew lack many competence in performing his daily tasks. The role play is

conducted between Rhiju Singh chef & shift supervisor and Andrew Johnson who is chef
organisation for resolving lack of competence within him. The discussion is as follows:
Me (Rhiju Singh): Good afternoon Mr. Andrew Johnson, I have noticed that you are
making lots of mistakes in delivering meal orders to consumers.
Andrew Johnson (Chef): Good afternoon sir, I am making lots of mistakes while
ordering meals for customers which creates problems for them. How can I improve myself in
serving users in effective and efficient manner.
Me: Well, you lack competence skills which are required within chefs. This leads
problems in serving customers in proper manner. I think you should improve it as soon as
possible.
Andrew Johnson: What are the ways through which I can improve myself?
Me: I think we should arrange training and development session for you to improve your
skills, knowledge and ability for performing work in kitchen.
Andrew Johnson: Which types of training would you provide me?
Me: We will conduct offline training for improving your competence. In order to work as
chef you should possess ability for handling criticism, passionate for culinary arts, attentiveness
to details, having creativity for preparing food, cook and combine flavours together.
Andrew Johnson: I think, with these training session, I can improve myself in better
manner for working as chef in kitchen. This can help me to deliver high quality food with
creativity and innovation.
Me: You should concentrate properly while taking training session with us. This can
enhance your skill, ability and knowledge regarding your profile.
Andrew Johnson: Yes sir, I will try my best to grab things and implement those in real
life situation so that sane situation would arise in organisation.
Me: Hope you will give your best and improve yourself for better work performance in
order to enhance competencies.
Andrew Johnson: Yes sir, I will definitely give my best and improve my lacked
competence for better results which can help business to increase goodwill and brand value along
with customer loyalty.
Me: Thank you dear, hoping for positive outcome from you.

Andrew Johnson: Thank you sir, I will give my best and achieve goal and objectives of
business.
PART C
TASK 1: Role play- Respond to threatening customer
In this case, Thursday afternoons has become busiest shift of week. As chef working in
North Sydney Campus Cafeteria has prepared food by considering all machines, equipments,
ingredients. Some situation arise due to which food was not prepared in morning. In mean time,
customer came who was in bad moods and was very rude and loud to customer service officer
Amy Heart but still she managed everything quickly to make him comfortable. She provided him
with corner seat and took his order as he was talking in loud voice with Amy about his meal.
After that, Amy quickly asked chef to prepare his meal and send it to his table. But still the man
was offensive and rude to Amy which creates problems for others. He also started to offend other
customers which leads problem for them. The role play is conducted between chef & shift
supervisor Rhiju Singh and customer who is causing threatening situation at organisation.
Me (Rhiju Singh): Hello sir, I have noticed that you are shouting and behaving very
rudely with our customer service officer.
William (Customer Causing Threatening Situation): Yes, I have behaved it as you are
not providing fast service to me.
Me: You have entered our cafeteria just 2 min before and our service officer has provided
you with seat and took your order.
William: No, your service is very slow for me, I don't like it.
Me: Sir, this is not the way to behave with our team, we took 15 minutes to provide
ordered meals to our customer.
William: I don't like the environment and services of our cafeteria. It has created problem
for me.
Me: Sir,if you have such problem with our service, staff, food, quality, ambience you can
surely leave this cafeterias.
William: Why I will leave it as I have paid for it.
Me: Sir, we provide you with two options, either you leave this place or we will refund
your money. As you are creating problems for other customers too who are sitting here.

William: No, I won't accept your any options.
Me: Sir, if you won't leave place, we have to call police. Your behaviour is very rude and
aggressive towards our staff and organisation.
William: Ok, I will leave this place within a hour.
Me: Thank you sir.
TASK 2: Role play- Respond to customer who may be hurt
After happening of above scenario, customer has finally leave cafeteria. He was not
pleased and angrily storming out of that place where he pushed one of the customer who was
passing through him. Due to which, customer falls to ground and hits his shoulder on chairs as he
is falling. This was totally unbearable behaviour of that customer which has created problems for
others. The role play is taken place between chef & shift supervisor Rhiju Singh and customer
who have hurt because of that aggressive and rude users. Appropriate action has been taken for
conflict situation for hurt consumers. They are described below:
Me (Rhiju Singh): Hello sir, I am extremely sorry for the inconvenience which you have
faced because of our customers.
Alex (Customer who may be hurt): This is not appropriate to hurt any customer who is
coming into organisation.
Me: Actually sir, we are totally unaware about rudeness and unethical behaviour of that
customer. As soon as he arrived we have provided him to sitting arrangement and order his meal.
Alex: If you have already known about such behaviour of that customer, why don't you
immediately tell him to leave the place.
Me: Yes sir, I agree but such things are against our policy we cannot directly tell any
consumer to leave our place. As we have to provide them with service.
Alex: But this type of behaviour is totally irrelevant for customers as it impact other users
who are coming to avail services and food.
Me: Yes sir, I am sorry on behalf of him, as you are hurt because of him. We can help
you to get rid out of it.
Alex: How can you help me?
Me: Sir, we can call or got to doctor for check-up of your hit shoulder so that it cannot
create any problem to you.

Alex: Well, thank you for such cooperation, but I request you not to enter such rude
behaviour customers into your premises as they can hurt others too.
Me: Yes sir, I will try my best to consider your points and will focus on changing such
policies of our organisation.
Alex: Thank you, you can take me to the doctor so that I can recover myself as soon as
possible.
Me: Sure sir, I will be taking you to doctor and provide free treatment to you in order to
convey sorry.
Alex: Thank you
CONCLUSION
From the above report, it has been concluded that it is very important to manage conflict
arise in organisation in order to achieve goal and objectives. Here, different role play has been
conducted between various people to get solution of it. There are different types of situation
which has arise in business such as delay in delivering meal, delivered wrong meal, incorrect
pricing, resolving dispute over roster, incompetence, responding to threat customer and who
may be hurt. All these situations has been solved by playing role among each other so that better
outcome can be achieved.