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Assignment Task :

Assessment 1: Written Test
Your task:
Read the following scenarios and answer the corresponding questions for each.

Part A: Scenarios
Scenario 1:

You are working as part of the wait staff at a local restaurant. A customer you are serving has called you over to her table and has complained that she has found a hair in
her meal. However, she has finished her meal and there is no hair to be seen. She is visibly unhappy and demanding a refund. This is not the policy of your restaurant.
1. Name 3 conflict resolution techniques and explain how you will use these to resolve this conflict:

2. What are the dangers of leaving this conflict unresolved?

 

You are working at a hotel that is popular with international tourists. A foreign tourist approaches you with a complaint about his room, but you are struggling to understand
his concerns due to his accent and language barrier. You begin to understand that the customer has an issue with the cleanliness of his bathroom. He is becoming agitated, aggressive, raising his voice and speaking quickly. He has crossed his arms and looks stiff and tense, as well as frowning at you. How will you manage this customer’s complaint? Answer the following questions based on this scenario.
1. What are the signs in this situation that conflict is occurring?

2. How could you overcome this communication barrier?

3. What actions can you take to resolve this complaint?

4. What actions can you take to prevent this situation from happening again in the future?

 

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  • Posted on : August 27th, 2018

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