Assignment:
Deal with conflict situations
You will be assessed on how well you interpret each task request and how you structure each according to layout, sequencing and by providing all relevant and applicable details for each task.
This is an ungraded unit. Your result is based on the evidence you provide to meet the criteria for competence as specified in the unit of competency and grading criteria. You will receive a result of Achieved Competency (AC) or Not yet Competent (NC).
Task/Question
Part A: Causes of conflict
The potential for conflict exists in all workplace situations for a varying array of reasons. Where there is negotiation, there is potential for conflict. For example, the goods and services recommended may not meet the expectations or suit the needs of the other party.
Successful negotiation involves uncovering the expectations and relating to the needs of the other party and should a potential or real conflict occur, the key is knowing how to manage them. To do this you need skills to recognise the signs and causes of conflict and you need to be able to use strategies to deal with any conflict. Further negotiation cannot proceed to an agreed outcome unless all parties have dealt with any conflict.
List five (5) main causes of conflict that could arise in the workplace. Explain each of these by providing a potential situation within a tourism industry business.
Part B: Strategy to deal with conflict
What a person is saying and how they are saying it can clearly indicate potential or actual conflict. For example, the pitch of their voice may be rising, the rate of their speech may increase or slow down and their tone of voice may be sarcastic or condescending, etc.
Examine the following scenario.
Scenario
Mr Jones is an airline customer who has just arrived in Sydney from London. He has been travelling for 20 hours and now has critical business commitments in Melbourne.
Mr Jones is standing at a flight check-in desk. He is obviously tired and grumpy and it is clear he is anxious to check-in because his flight is due to leave. He is tapping his fingers and looking around.
The customer service attendant cannot find the reservation. The phone is ringing and several other customers keep staring at this tired-looking, impatient person. Finally Mr Jones becomes quite angry and begins yelling at the staff, complaining of their perceived incompetence.
Instructions
Discuss an appropriate strategy (incorporating the four-step plan) for managing this conflict scenario with Mr Jones. Use industry examples in your response.
Part C: Causes of workplace conflict
Identify three (3) broad areas in the workplace where conflict typically occurs. How might conflict be avoided in these situations?
Part D: Incident reports
Discuss why it is important to complete an incident report whilst managing conflict in the workplace?
Part E: Minimising risk to personal safety and security
In the tourism industry, situations may arise where there is a risk to personal safety and security due to drug or alcohol-affected persons.
Outline the steps you would follow if you worked in a busy Visitor Information Centre and you were confronted by a drug or alcohol-affected person.