SITXCOM005: Analyzing and Resolving Conflicts in Hospitality Sector

This SITXCOM005 assignment solution comprehensively addresses various aspects of conflict management, including resolution techniques like collaboration, compromising, and accommodating. It identifies the dangers of unresolved conflicts and communication barriers, suggesting actions to resolve complaints and prevent future occurrences. The assignment delves into conflict theory, stages of conflict, and communication techniques, emphasizing the importance of active listening and equal policies. It also covers procedures for handling conflicts involving drugs, alcohol, or violence, highlighting the regulatory, industrial, and legislative requirements. The solution further discusses the importance of including conflict resolution information in induction programs and reporting mechanisms, concluding with the purpose of evaluating conflict situations to make informed decisions and foster better relationships. Desklib offers this and other solved assignments to aid students in their studies.

SITXCOM005 Manage conflict

Table of Contents
Question 1........................................................................................................................................1
Question 2........................................................................................................................................1
Question 3........................................................................................................................................2
Question 4........................................................................................................................................2
Question 5........................................................................................................................................3
Question 6........................................................................................................................................3
Question 7........................................................................................................................................3
Question 8........................................................................................................................................3
Question 9........................................................................................................................................3
Question 10......................................................................................................................................3
Question 11......................................................................................................................................3
REFERENCE...................................................................................................................................5

Question 1
A. Conflict resolution techniques
 Collaboration – Best and most effective solution has been determined which is
beneficial for both parties.
 Compromising – In this middle path is taking in order to resolve the issues.
 Accommodating – In this type of conflict resolution technique one of the parties is
taking charge for smoothing the surrounding by using nice words as well as
emphasize on the points of agreement (Li, Li and Tang, 2020).
B. Dangers of leaving this conflict unresolved?
Unresolved conflicts will lead to have negative impact on relationships. This will lead to
have direct affect over performance and productivity of business.
Question 2
A.Signs in this situation that conflict is occurring.
The signs that customer is raising his voice, speaking quickly, agilated and aggressive as
well as crossed his arms or looking stiff and tense are the signs in this situation that conflict
is occurring.
B. Overcome this communication barrier.
In order to overcome this communication barrier I will consult with other co worker who is
able to understand the language of customers (Criscuolo and et.al., 2020).
C. Actions can you take to resolve this complaint.
Employees needs to apologies for the inconvenience provided to customers as well as calm
him down by providing excellent and effective services.
D. Prevent this situation from happening again in the future.
It is essential to provide accurate training to employees and enhance their skills so that this
type of situation can be prevented form happening again in future.
E. Actions could management take to assist employees
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Management need to conduct training and development program through this they can
improve communication skills of employees. so that they can effectively communicate with
international customers.
Question 3
A. Conflict theory
Results are the relevant part of the conflict theory. This aspect needs to be correctly
addressed by manager.
B. Why you believe this conflict is occurring?
This conflict is occurring because weekends off are provided to Sarah and James where
as other team members are working on Saturdays and Sundays as well.
C. Stage of conflict
This conflict situation is at manifest conflict stage. This is the second last stage and this
conflict is affect productivity of business. If this is ignored that it will lead to have negative
impact on business practices.
D. Communication techniques
It is important to use active listening techniques of communication by asking question,
listening problems in order to effectively manage the conflict situation within team and
work well with other members.
E. Implement a possible solution.
It is essential for management to create equal policies and rules for each and every
employee.
F. Conflict is managed effectively.
This will assist in developing better and effective relationship between employees as well
as enhance productivity of business.
Question 4
A.
This situation will go even worse if I do not respond appropriately. Other customers are not able
to enjoy as well as staff will not feel comfortable while working.
B.
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I will ask those customers to calm down and leave the bar. I will ask security guards to take them
out of bar.
C. Documentation that is required.
In this documentation which is need in conflict includes physical or sexual harassment,
bullying and violent. This is required in order to maintain safety and security of employees as
well as customers. These documentation will assist in conflict resolution process.
Question 5
The common procedures and policies which could be part of a company policy regarding
the requirements for reporting and management of conflict includes implementation of code
of conduct which outline not acceptable behaviour as well as implement a complaint or
grievance procedure (Crafter and Iqbal., 2020).
Question 6
The regulatory, industrial and legislative requirements related to the handling of disputes
consist of anti discrimination laws, harassment and bullying legislations.
Question 7
The variety of communication skills which could be employed to ensure the effectiveness
of dealing with conflict and conflict resolution includes effective listening skills, vocabulary so
that individual can use right words at right time (Crafter and Iqbal, 2020).
Question 8
Procedures where conflict involves drugs, alcohol or violence includes taking legal and strict
actions to overcome issues.
Question 9
Induction program needs to includes information about different policies and procedure
which needs to be consider during the conflict situations.
Question 10
Conflict situations or problems can be reported in an organisation manager or leaders in order to
take correction decisions (Satagopan and Mazumdar, 2021).
Question 11
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The purpose of evaluating conflict situations is to identify and analyse the whole situation
correctly. So that right decision could be taken as well as it assist in developing better
relationships. This could be achieved by taking correct conflict solving solution as per the
situation.
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REFERENCE
Books and Journal
Li, R., Li, H. and Tang, Y., 2020. An improved method to manage conflict data using elementary
belief assignment function in the evidence theory. IEEE Access, 8, pp.37926-37932.
Criscuolo, M. and et.al., 2020. Family functioning, coparenting, and parents’ ability to manage
conflict in adolescent anorexia nervosa subtypes. Families, Systems, & Health, 38(2), p.151.
Crafter, S. and Iqbal, H., 2020. The contact zone and dialogical positionalities in “non-
normative” childhoods: How children who language broker manage conflict. Review of General
Psychology, 24(1), pp.31-42.
Satagopan, J.M. and Mazumdar, M., 2021. Team Science in Biostatistical Collaboration: An
Opportunity to Practice Leadership, Embrace Diversity, Manage Conflict, and Share
Credit. Leadership in Statistics and Data Science: Planning for Inclusive Excellence, p.47.
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