SITXCOMM005 and BSBDIV501: Conflict and Diversity in Tourism

This assignment addresses conflict situations, management, and diversity within the tourism, travel, hospitality, and event industries. It examines common conflict scenarios, such as dissatisfied customers, employee disputes, and clashes among staff, along with their root causes. The assignment explores the resources available for conflict resolution, including counsellors, security staff, mediators, and senior management, and their respective roles in resolving issues. It further analyzes the impact of workplace conflicts on business aspects like image, growth, market share, and employee morale, highlighting the necessity of managerial agreement on the nature of conflicts. The assignment also delves into the process of implementing conflict solutions, the value of conflict reports, and the importance of communication and feedback from involved parties. It outlines effective communication techniques for managing or mediating conflicts, as well as the role of organizational policies and procedures. Additionally, the assignment extends to diversity management, discussing methods for communicating diversity strategies to new employees, the significance of suspending cultural assumptions, and the focus of diversity training. It also covers the role of communication skills in managing workplace tension and encouraging collaboration, the facilitation of harassment allegations, and the advantages of a diverse workforce, along with strategies for fostering collaborative relationships and supporting work-life balance.

SITXCOMM005
Q 1.2.a List five commonly occurring conflict situations in the tourism, travel, hospitality and/or event
industries and identify their typical causes.
Dissatisfied Customers
Lack of Services
Dispute between Employees
Dispute Between customers and employees
Ego Clashes between Upper Management
Q 1.2.b What assistance might be required?
It is required that for the smooth functioning of the tourism and hospitality industry, the
upper management should ensure that the issues related to the customers and employees must be
settled down in an efficient manner with the help of counsellors and mediators.
Q 1.3
For specific conflict situations you might need to draw on other resources. Explain how each of the
following can assist:
1. Counsellors- These can do the counselling of the people who are facing any grievances.
2. Internal security staff- By personally interfering when the issue has been caused, they can
resolve the issue immediately.
3. Mediators- These people can mediate between the parties to come to a conclusion.
4. Other staff members- They can interfere in the issue by resolving this at the time the issue has
come to their notice.
5. Police- Police by legal procedure can help in solving the issue.
6. Senior staff – The upper management by personally interfering in the matter can help in
resolving the issue.
2.1
List 10 areas on which workplace conflict can have an impact and why is it necessary for managers to
make sure that all involved parties agree on the nature and details of the conflict?
1. It will negatively impact the image of the business.
2. Hamper the growth of the business.
3. Market Share will be reduced
4. Employees can leave the business organization
5. Mental Issues Will Increase
6. Decrease in Productivity
7. Primary Goals of the Company will be distracted

8. Lack of Services to the Customers
9. Customers Become Unsatisfied
10. Dissatisfied Employees
Here the manager should ensure that he should manage all the conflicts in an efficient manner so that
these above mentioned impacts of conflicts does not hinder the growth of business.
Q 2.4
What impacts can workplace conflicts have on business reputation?
If there will be more conflict in the organization, there will be a negative effect upon the image
and reputation of the business. People involved in such conflicts will badmouth about the company and
its management.
Q 2.6
What is involved in implementing a solution to a conflict situation and how can reports on conflicts and
conflict management be helpful?
A better and efficient solution is the best way to solve the conflict arisen in the organization. If
the issues of the conflict will be resolved in as soon as possible, it will not impact the business activities
in a big manner. Reports ion conflicts will be useful in determining the reasons and resolving them that
why these conflicts are happening.
Q 3.1
Why is it important to communicate with the parties involved in the conflict, in order to gather
feedback?
It is necessary to take the feedback from the parties after the conflict so that it can be ensured
that their issue has been resolved. This feedback will also help the management of the organization to
figure out that such issues does not arise in future again.
Q 4.3
What communication techniques will assist with the management or mediation of conflict at work?
1. Embrace the Conflict
2. Talk Privately with the person who are involved in the conflict
3. Listen Both the Parties in a careful manner.
4. Provide guidance in resolving issues
5. Act as a Mediator between both the parties
6. Establish better communication with both the parties
Q 4.4
Business organisations should have policies and procedures to provide guidance with regard to
managing conflict. What might be addressed in these policies and procedures and how can they assist
managers/ supervisors who are trying to resolve or mediate conflict situations?

The policies which are framed to manage the conflicts in the organisations plays an important
role. These policies should incorporate many things such as what will be the procedure to address the
issue, how the conflicts will be resolved, a proper authority should be there so that grievances can be
addressed to such authority and what will be the consequences for the guilty party.
BSBDIV501
What method/s could managers use to communicate their organisation’s diversity strategy to new
employees? Explain why you would recommend these methods.
 By Speaking Slowly and Clearly
 By being a good Listener
 By usage of short and simple sentences
 By using distinct words to express the idea
 Becoming friendly but not over friendly
Q 2.1
Why is it important to suspend your own cultural assumptions when working with diversity?
It is important and necessary because so that the manager should not impose his cultural
assumptions on the other employees who are coming from various cultural backgrounds. By this the
manager can also ensure that he is respecting all the people belonging to different cultures.
Q 2.3.
What should diversity training focus on?
Diversity training should be focused upon training the staff in such a manner so that they can
work together with the people who are belonging to various cultural backgrounds. This training is
necessary to enhance the productivity of the staff with increasing cooperation among various people
coming from different cultures.
Q 2.4
What role do effective communication skills play in managing tension and encouraging collaboration and
respect between staff who struggle to work effectively with diversity?
With the effective communication between the people who are coming from different cultures
and backgrounds, there will be less possibility of arising any conflict or issue between the staff members.
It will also help the management of the organization in order to solve the issue(if any) in the more
efficient manner by determining the cause of such conflict.
Q 2.6
How can managers facilitate the resolution of allegations of harassment in the workplace?

The managers must communicate with the involved parties privately, so that the issue can be
figured out in a more clear manner. If any witnesses are available, the manager should ask them also
regarding the real scenario of the conflict. The manager should also maintain a good communication
with all the staff members so that true information can be conveyed to him , which will help him in
resolving such issues in more efficient manner.
Q 3.1.a
What are the benefits of a diverse workforce in an organisation that services a community that is very
multicultural?
A diverse workforce will help the organization in many ways such as the staff working in the
organization who belongs to various communities can give the ideas so that the customer base from
each community could be increased. These staff members can tell the organization that what type of
need or wants or expectations a particular community would be having so that the business activities
should be carried out in that manner only.
Q 3.1.b
Use the internet to research an organisation’s workplace diversity plan or strategy. Identify how that
organisation plans to promote its workforce diversity in internal and external forums to enhance the
organisation’s image and reputation.
The Premier Inn has a diversified workforce working in their organization. By employing the staff
from different cultures and background they are ensuring the growth of their business. As this is one of
the best hotel chain in United Kingdom, people from different cultures come to their hotels for staying
purposes. The diversified workforce belonging to different culture ensures that they can take care the
need of each customer as per their background and culture.
Q 3.2
How can managers foster collaborative relationships that capture ideas and information from the
diversity in the workforce and contribute to competitive advantage?
By employing the diversified workforce and by valuing each of its employees, the managers of
the organization can ensure the success of the business. Also by treating all the staff members by
equality and by valuing them, the employees will become loyal about the organization and will work for
the organization in a more efficient manner which will give the organization an edge over other
competitors.
Q 3.3
One way managers can support organisational efforts to value diversity is by supporting employees
seeking work/ life balance. What could managers do to demonstrate this support? What implications
does supporting employees to achieve work/ life balance have for the business?
 By offering the flexible hours of working

 By ensuring the equality for all the staff members
 Encouraging the employees to focus upon productivity rather than the working hours
 Giving proper leaves and vacations
 Respecting their culture and traditions
By doing all the above things, it can help in the growth and success of the business as the employees will
think that they and their work is properly valued. By this they will be encouraged to do work more
efficiently.