Assessment: Managing Conflict and Disputes in the Property Industry

This assignment addresses the management of conflicts and disputes within the property industry. It begins with an overview of conflict management strategies and then presents three case scenarios, each detailing a specific conflict situation and requiring the student to propose solutions. The student must identify the causes of the conflict, suggest constructive resolution methods, and apply negotiation techniques. The assignment also includes an incident report, detailing a specific aggressive incident, its cause, and the management approach taken. Furthermore, the assignment requires the student to identify the business equipment used and explain how client information is kept secure, demonstrating an understanding of relevant legal and ethical considerations.

Manage conflict and
disputes in the property
industry
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CONTENTS
Contents...........................................................................................................................................2
TASK 2............................................................................................................................................3
Case Scenario 1............................................................................................................................3
Case scenario 2............................................................................................................................3
Case Scenario 3............................................................................................................................3
TASK 3............................................................................................................................................3
REFERENCES................................................................................................................................5
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TASK 2
Case Scenario 1
a) How will you manage this conflict?
Ans. For dealing with this situation first of all I will make that man to sit relaxing over chair and
then as per the rule of work health and safety related laws I will provide that person with a non
alcoholic drink to make them conscious and make arrangement to get home safely afterward.
Case scenario 2
a) Identify cause of conflict
Ans. Under this situation I will be offer her a seat and try to communicate with her while using
more paralanguage then words so that she will be able to discuss about the issue.
b)Resolve conflict constructively and negotiation technique
Ans. In order to resolve this issue a Complaint and dispute resolution procedure would be
followed by agent of Open for Inspection, in which a complaint will be thoroughly analysed,
create a plan and then investigate about it by having discussion with both that lady and landlord,
afterward respond to complaint and take corrective action so that issue of both the parties get
resolved for constructive outcome. For this constructive conflict a negotiation technique will be
used where a clear representation of options and consequences are presented to the parties so that
they can think about it and reach to a mutual decision which resolve conflict.
Case Scenario 3
a) Manage conflict with vendor
Ans. For managing this conflict, agent will listen to them with a positive attitude and make them
calm down and being a sale agent with marketing skills the attention of vendor will be diverted
to another area or alternatives where there is more scope of trading. So that vendor can find a
more better deal which can low down his temper.
TASK 3
a)Incident report
Date : - 29 may
Time: -1:00 pm
Description of Incident:
There was a man who came to discuss his issue, but he was very much aggressive at that time
and due to this he started yelling in another room on one of the agent sitting in that room. He was
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just arguing in order to use the stove to ensure whether it was working or not and when agent
refused to so, he pushed the door so tightly that it hit the wall and leave a hole within gyprock,
bump on table.
Cause of incident
The main reason behind this conflict was that man has intake alcohol which I found when I just
went closure to him for asking about the issues. The words of that man was slurring and he was
also smelling.
Way it managed
For managing this situation we forcefully take him to the chair and make them sit offer a drink to
reduce the impact of alcohol after making him relax. After his mind get conscious, we arrange as
taxi and sent him to his home in safe manner as per the law of health and safety.
b) Business equipment used to write report
Ans. For writing this report I make use of several business equipment like computer systems,
word application etc. to write the report and data storage device to keep it store for long.
C)How information is kept securely
Ans. The information of client is kept private and away from access of other people as it is
confidential and against law to keep the information open as specified under the Australian
Privacy principles.
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REFERENCES
Protect consumer’s information. 2020. [Online] Available through:<
https://www.business.gov.au/Risk-management/Cyber-security/How-to-protect-your-
customers-information>.
Work health and safety. 2020. [Online] Available through:< business.gov.au/Risk-
management/Health-and-safety/Work-health-and-safety>.
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