SIT60313 Advanced Diploma of Hospitality

SITXCOM401 Manage Conflict
– Student Guide
SIT60313 Advanced
Diploma of Hospitality
SIT60313 Advanced Diploma of Hospitality
Student Guide
Angelina De Clalisa
Student Name:
A1477
Student Id:
Sydney School of Business Technology 2

SITXCOM401 Manage Conflict Version 1.2
Student Guide
ASSESSMENT 1 - PROJECT
Total Assessment 1 length should be 800 - 1500 words. Student must accurately reference all
external sources of information
Your task is to research and write a report on at least 3 types of conflict that are commonly
associated with the hospitality industry. You may use examples of types of conflict from your
current ( or a past ) workplace, or you may write your report from secondry sources ( Internet /
books /journals etc )
Include in your report
a. Three examples of types of conflict which may occur ( use list below , or choose other
suitable examples, check with your Trainer if you are in doubt for suitability of your
examples )
b. Resolution strategies for conflict issues arising in your three examples
Conflict could occur in the following typical situations:
a. Rostering issues - unfair work allocation, or inappropriate rostering procedures

b. Ordering procedures between front and back of house
c. Customer dissatisfaction with products or services
d. Between wait and kitchen staff
e. Between chefs and apprentices
f. Cleaning duties among team members
g. Presentation of food
h. Ordering mix ups
i. Room availability
j. Poor quality of products from suppliers
While you are performing this task you are to provide information for each of your examples on :
1. Identifying the conflict situation
Demonstrate how you would be able to :
 Identify potential for conflict and take swift and tactful action to prevent escalation
 Identify situations where personal safety of customers or colleagues may be threatened and
organise appropriate assistance
 Identify and use resources to assist in managing conflict
2. Resolving conflict
Demonstrate how you would be able to :
 Take responsibility for finding a solution to conflict

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 Establish and agree on the nature and details of conflict with all parties and assess
impact
 Deal with conflict sensitively, courteously and discreetly
 Minimise impact on other colleagues and customers
 Use effective conflict resolution techniques and communication skills to manage the
conflict and develop solutions
 Encourage all points of view, acknowledge them and treat them with respect
 Identify and evaluate the impact of conflict on business reputation and legal liability
 Evaluate options to resolve the dispute taking into account any organisational policies
and constraints
 Implement the best solution and complete required documentation
3. Evaluating conflicts and resolutions
Demonstrate how you would be able to
a) Communicate with the parties involved to seek and provide feedback on conflict and its
resolution
b) Evaluate and reflect on the situation and effectiveness of the solution
c) Determine possible causes of workplace conflict and provide input for workplace
enhancement and improvements

Student Guide
Answer Sheet (Expandable)
Three examples of types of conflict which may occur in hospitality industry

1. Between wait and kitchen staff
 Identify conflict situation
a) Identify potential for conflict and take swift and tactful action to prevent
escalation
There is a problem in the workplace between the wait and kitchen staff. They
start arguing in the kitchen and the chef is shouting to the wait staff and it’s so
louder. They are arguing about the food for the guest is cold. The wait staff
asking for replacing the food for the new one. But the kitchen staffs get angry
because the situation in the kitchen is very busy and in the kitchen the
temperature is hot and kitchen staff start to get high temper.
b) The situation that the staff and the customer may be threatened from the
conflict
This arguing can lead to the conflict if the problem is not being intervened right
away. The kitchen staff might be fighting with the wait staff and start punching
each other and they start shouting louder and it’s threatened the other staff and
customers.
c) Identify and use resources to assist in managing conflict
If the staff around them can’t help to stop them from arguing they can call the
supervisor or manager to make this situation or conflict not become big
issue/problems in the restaurant. And if the conflict is becoming big the manager
can help to resolve the problem or argument straight away.
 Resolving conflict
a) The responsibility for finding a solution to conflict
As a manager you have the responsible to as soon as possible stop the argument
and stop them from the shouting because it’s so louder and the staff and
customers get threatened by their voice.
b) Establish agree on the nature and detail of conflict
The supervisors or manager have to talk to the wait and kitchen staff in a staff
room privately, as a manager you have to take away both of them from the
other staff and encourage them with a positive feedback and show them the
code of conduct in workplace. And let them read if the shouting and rudeness
behaviour is not allowed. And make them agree and promised not doing that
anymore.
c) Deal with conflict sensitively
The manager should talk to the staffs politely and carefully make the staffs feel
that they being heard. Take them to the quiet room away from the other staff
communicate with them not to ask them to do what the manager want.
d) Minimize the impact on others
Try to solve the conflict right away so it’s not become bigger and avoid to
involved other staff that will make more complicated if more people involved.
Just listens to them what they want and offer them the best resolution and both

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of them agree.
e) Use effective conflict resolution and communication skill
The manager should use resolution by showing them the code of conduct and
the policies and the procedures in the workplace. And the manager has to talk
to them politely and calm.
f) Encourage all points of view, acknowledge them and treat them with respect,
in the meeting with the chefs and waiters take the time to listen to what they
say.
g) Identify and evaluate the impact of conflict on business reputation and legal
liability
As the restaurant has a high level of service and charges, customers have a right
to enjoy their meal without workplace interruptions. This type of conflict can be
bad for business. Customers may not return. As a business we have a duty of
care to our staff, if a conflict results in someone getting hurt. Then we are legally
liable.
h) Evaluating conflicts and resolution
If the conflicts have been solved, the manager can ask for feedback/question to
them. To improve if the situation is repeated again with the other staff. And ask
them if they are okay or did they get satisfied with the outcome?
 Evaluating conflict and resolution
a) Communicate with the parties involved to seek and provide feedback on
conflict and its resolution.
The manager or supervisor must communicate with the staff and ask them if
their problem being resolved properly and if they are satisfied with the outcome
or resolution. And ask them if they have a question regarding the issue or not.
b) Evaluate and reflect on the situation and effectiveness of the solution.
Communicate politely with the staffs that have conflict.
Take time to listen to their problem and the manager have to make decision
making that make the both side is satisfied with the outcome. And after that the
manager has to evaluate and monitor them to make sure the conflict didn’t start
to happen again.
c) Determine possible causes of workplace conflict and provide input for
workplace enhancement and improvements.
Because the conflict between wait staff and kitchen staff is because customer
complaint that the food is taking to o long. Its mean the restaurant in the kitchen
area didn’t have enough staff to prepare and cook the food. The management
have to make a new improving by putting more staff in the kitchen area in the
busy hours.
2. Customer dissatisfaction with products or services

escalation.
The customer complaint about their food that has a hair and has a bad
presentation. The customer was really angry because he already wait too long for

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the food and when the food comes out on the table the food got hair and
presentation is really bad. He starts to talk in high voice and start to shout at the
wait staff. As a wait staff you have to handling the customer with the calm and
listen to what the customer want to say. Apologize to them and tell them that
you will make the new meal as soon as possible and it will have a good
presentation.
b) Identify situations where personal safety of customers or colleagues may be
threatened and organise appropriate assistance.
The customer might be affected with the alcohol that can harm the wait staff or
the other customer and become talk active. And they start shouting out and
dancing around the floor that can make the service disturbed or may harm the
staff and the customer.
If the customer still being unhappy about the replacing meal, as a wait staff you
have call your manager and tell the manager about the situation that happen, so
that the manager can resolve the complaint.
a) Take responsibility for finding a solution to conflict
As a manager you have to listen to your customer complaint and give the
replacement for the food. Tell the chef to make the new meal but please make
sure that the meal is in good quality or meet the standard that what customer
wants. And if the customer still not happy about the replacement meal, you have
to give the customer discount to calm their anger or bad mood.
b) Establish and agree on the nature and details of conflict with all parties and
assess impact
Make sure your customer and your business agree with the solution and get the
win-win solution. And customer is satisfied with the products and services you
provide. And customer will return to your restaurant.
c) Deal with conflict sensitively, courteously and discreetly
When the customer complaint the wait staff have to listen to the customer
without interrupt them. The wait staffs has to be polite to the customer that are
angry and try to calm the customer by providing what they want or ask to make
them satisfied with the service. So that the customer can stop shouting and not
interrupt the other customer that have been enjoying their meal. The wait staffs
have to apologize to the customers. And make the customer happy again.
d) Minimise impact on other colleagues and customers
Try to not involve other colleagues to the conflict because it can make the
situation getting worse and can create a drama in the restaurant. Because as you
know there is a lot of other customer will watch you. Try to resolve the
complaint by one staff only, and don’t create more drama because there is more
customer in the house, make sure not to disturb them, if it possible resolve the
complaint calmly and peacefully.
e) Use effective conflict resolution techniques and communication skills to
manage the conflict and develop solutions
The wait staffs have to be able to have active listening skill. And making sure that

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he understands what the customer is saying. The wait staffs also have to ask
question if the customer is satisfied with the service or not. Are they getting the
outcome they want?
f) Encourage all points of view, acknowledge them and treat them with respect
Try to calm the customer and never say the customer is wrong, because there is
a golden rule that the” customer is always right no matter what”.
liability
As the restaurant has a high level of service and charges, customers have a right
to enjoy their meal without workplace interruptions. This type of conflict can be
bad for business. Customers may not return. As a business we have a duty of
care to our staff, if a conflict results in someone getting hurt. Then we are legally
liable.
h) Evaluate options to resolve the dispute taking into account any organisational
policies and constraints
Write down all the complaint that happen on that day, as we want to make sure
the conflict is not happening again, keep the records and so we can do a
brainstorming or improvement to the restaurant procedures.
 Evaluating conflicts and resolutions

The staffs needs to ask question to the customer, if they satisfied with the
complaint that have been resolve or not. And ask them to be there anything else
you can help them with?
b) Evaluate and reflect on the situation and effectiveness of the solution
After you give the customer new replacement for the food, monitor and ask
them if the food is alright. Are they satisfied with the replacement? And make
sure they are happy when they leave your restaurant.
workplace enhancement and improvements
The complaint causes a negative issue to the restaurant, because we serve a bad
quality of food. And the complaint causes a misunderstanding between the staff
and kitchen staff and the customer because the restaurant is busy and stress
from the pressure of work and the staff loss the confident. To improve the
customer service level we have to make sure to improve our standard of
efficiency high level of food according to HACCP procedures. Make sure your
staffs pay more attention on personal hygiene (they have to always wear a
hat/kitchen net to covet their hair dropping to customer food).
3. Poor quality of products from suppliers

escalation.

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There is a conflict in my restaurant I used to work before between the chef and
the supplier. The reason they are arguing is because the poor quality of products
from the supplier of food and vegetables (rotten apples) and also the beef meat
(for the steak). First problem is about the poor quality of apples. The apples is
actually looks good and fresh on the outside, but when you cut it, its rotten the
inside. And the second problem is about the poor quality of beef meat for the
steak. The size is not the one that the chef order, the chef order a 300 g of each
portion of meat, but the supplier gives the 250g of the beef meat, and also the
worse thing is the meat that the supplier give is not in a good quality, by looking
at the colour of the meat the chef can tell that the meat is not really fresh. Its
making the chef was so angry because they supposed to give us the best quality
of product. But the supplier didn’t pay attention to the order and then the
conflict is starting between the chef and the supplier.
b) Identify situations where personal safety of customers or colleagues may be
threatened and organise appropriate assistance.
Because of this poor quality of products our customer can get poisoned and also
bad reputation for our restaurant. If the customer is poisoned after eating in our
restaurant, our restaurant can get sue by the customer. And if that happen we
might closed down the business and this bad impact for our colleagues/staff
(staff might lose their jobs).
The chef has to call the supplier and talk to them politely and making sure the
supplier didn’t give the poor quality of product again. If the supplier still giving a
bad product that not following HACCP procedures, the chef have to ask the
business owner so the business owner can solve the problems.
a) Take responsibility for finding a solution to conflict
The business owner has responsible to talk to the supplier about the poor quality
of product. Why they not being consistent like before they used to be. Is there
any issue or problem (maybe the poor quality of product is because the bad
market or industry or bad weather/climate and condition that cause the product
are in bad quality).
b) Establish and agree on the nature and details of conflict with all parties and
assess impact
Make sure you and your supplies have an agreement that they supposed to give
the standard quality of product. And if they are not following this agreement. We
might find a new supplier that can give us the right quality of product we want.
c) Deal with conflict sensitively, courteously and discreetly
As a business owner you have to gather a meeting with your supplier and talk to
them politely, and listen to their problem or reason why that they send a poor
quality of product, and don’t try spreading bad gossips to the other
business/restaurant. We have to keep the good reputation of the supplier.
d) Minimise impact on other colleagues and customers
Because you have served the bad quality of apples to your customer, you have to
make sure to apologise to them and try to explain to them that this poor quality
of product would not happen again. And then you have to talk to your staff if the

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product is in poor condition don’t serve the food to the customer. As a staff you
have to tell them that the food that they looking for is not in the menu at the
moment. Is better to say to the customer that we don’t have the food at the
moment rather than giving them what they want but eventually they are not
satisfied and they complaint.
e) Use effective conflict resolution techniques and communication skills to
manage the conflict and develop solutions
The business owner has to talk to the supplier not in a bad behaviour such as talk
in rudeness. And listen to what the supplier say about the bad/poor quality of
the product that they send to the restaurant. Make sure the supplier is following
the agreement of standard product following the HACCP procedures.
f) Encourage all points of view, acknowledge them and treat them with respect
In a meeting with supplier listen to what they say and don’t judge them but give
them a second chance to prove that they not going to send/give the restaurant
poor quality of products again and also on the other hand as a business owner
you also have to listen to your chef and talk to him politely that there is a
misunderstanding between the chef and the supplier and explain to the chef that
you already fix the problem with the supplier so there not be any problem of
poor quality of product again.
liability
As the restaurant has a high level of service and charges, customers have the
right to enjoy their meal with a best quality of product as they spend their money
in our restaurant. If the restaurant didn’t give the good quality of the steak,
customers may not return to our restaurant. As a business we have a duty of care
to our customers if they dine in our restaurant and after having the steak in our
restaurant they got sick, we are responsible for the customers.
h) Evaluate options to resolve the dispute taking into account any organisational
policies and constraints
Write down the problem of poor quality of product we have with the supplier
and keep the receipt. Because we don’t want to pay for the poor quality of
product they give to the restaurant. And as a chef you have to check the quality
of meat before you sign the paper of product received (is the meat in the right
size, is the colour of meat is red, the meat have to have quality following the
HACCP). And make sure your supplier didn’t repeat the action again if they still
give the poor quality of product we can straight away find a new supplier.
 Evaluating conflicts and resolutions
Communicate with the chef to ask him is he satisfied with the outcome of the
resolution. Is there any feedback that the chef wants to improve the quality of
product from the supplier?
b) Evaluate and reflect on the situation and effectiveness of the solution.
As a business owner you have to keep monitor and check if the supplier is giving

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a good quality of product. Make sure your supplier keep the promise that they
will have a consistency to give us the right product we want.
workplace enhancement and improvements.
Because of the conflict between the chef and the supplier about the poor quality
of product they send, its impact to our customer service level due to the bad
quality of meat we can’t provide the standard of the steak in our restaurant. And
the regular customers that come to dine in, is being disappointed. To improve
this bad quality of product that impact to our restaurant, we have to make sure
checking the product from the supplier carefully.
ASSESSMENT 2 - KNOWLEDGE QUESTIONING

Your task is to answer each of the following questions
Total Assessment 2 Length should be 500 - 700 words. Answers must be typed
You must accurately reference all of your external sources of information
1. What is conflict?
Conflict is the expression of disagreement over something important to both (or all) sides of
a dispute. Conflict is a characteristic of human existence. It is part of the dynamic of life that
drives us into the future. But it needs to be managed constructively. When associated with
violence, destruction and killing, it is no longer a healthy part of living. Violent conflict solves
few problems, creates many, and breeds more unhealthy conflict to come. Conflict has
characteristics of its own, and it is possible to analyse its structure and behaviour. When
conflict is understood, it's easier to find ways to predict it, prevent it, transform it, and
resolve it.
For example conflict between the wait staff and the customers in the restaurant regarding
the wait staffs that is serving the customer with bad customer service. Not talk polite to the
customer. The wait staff is being rude to the customer.
Ref: http://www.ppu.org.uk/learn/conflict/st_conflict.html

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2. What common conflicts arise in hospitality enterprises
 Conflict between the wait staff and the kitchen staff

 Conflict between the chefs and apprentice
 Conflict of rostering issues - unfair work allocation, or inappropriate rostering
procedures
 Conflict of customer dissatisfaction with products or services
 Conflict of bad presentation of food while serving to the customer
 Conflict of poor quality of products from suppliers
3. What may be the positive effects of conflict?
i) Conflict requires creativity to find the best outcomes.

j) Conflict raises awareness of what is important to individuals.
k) Managing conflicts appropriately helps build self-esteem.
l) Managing conflicts well is a sign of maturity.
m) Conflicts encourage people to grow.
n) Conflicts create opportunity
o) Increase in productivity of all sectors.
Ref: http://www.cios.org/encyclopedia/conflict/Asignificance4_advantages.htm
4. What are the negative effects of conflict?
 Increase in stress in people

 Decrease in production
 Increase in the possibilities of violent conflict
 Member leave organization (quitting for the jobs)
 Staff call sick because they are lazy to come to work
 Poor innovation
Ref: http://smallbusiness.chron.com/effects-conflict-within-organization-164.html
5. Why should you intervene early in a conflict situation?
 Because we want the conflict to solve immediately before it becomes more serious.
 Because the small conflict can become a big problem if we don’t take an action
immediately.
 Because staffs don’t feel interest to work because of the situation/ conflict occurs in
the workplace.

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 And another reason why we have to intervene early in a conflict situation is because
if the conflict in the workplace not been resolved, it can quickly impact on workplace
climate or culture (in smaller organization). Whole teams are quickly affected as
conflict spreads and other employees become involved. Productivity, performance
and workplace relationships are impacted quickly when conflict takes hold.
Ref: http://www.mindfulmediation.com.au/workplace-conflict-resolution/
6. What are the early signs of conflict?
 Aggressive body language: Narrowed eyes - trying to intimidate you, Flared nostrils -
a sure sign of building anger as the person takes a deep breath, either to control
themselves or to go on the attack, Stretched muscles in the face and jaw line -
tightened in building anger and aggression, Tapping fingers or feet - shows
impatience
 Malicious or negative gossip among colleagues
 Difficulty in discussing an issue calmly and rationally
 Tone of voice - indicating boredom, sarcasm, irritation
Ref: Learner Resources pg 26
7. If the above signs are not acted on what can happen?
 Destruction of work (slower the productivity in workplace)

 Conflict may arise become big and serious
 Potential violent (team member start fighting and punch each other)
 People might involved to disagreement
 Raised voice – speaking rapidly in laud or even shouting
 Hand gestures - finger poking and pointing in an aggressive manner
8. Discuss 3 situations where danger may occur in the workplace. The situations should be
where personal safety of employees and / or customers may be threatened
 The chef and the kitchen start fighting and shouting to each other and start to do
violent
 Customer affected by alcohol in the restaurant are drunk and it cause the disruption
for the other customers to get angry and uncomfortable and they start to get loud
and start fighting with the other customers.
 People or theft coming to the restaurant with guns or other weapons
For example like the one that happened in the Martin Place, at Lind Cafe shop.

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9. Explain the basic steps used when resolving a conflict
Step 1: Identify the source of the conflict. The more information you have about the cause
of the conflict, the more easily you can help to resolve it. To get the information you need,
Step 2: Look beyond the incident. Often, it is not the situation but the perspective on the
situation that causes anger to fester and ultimately leads to a shouting match or other
visible—and disruptive—evidence of a conflict.
Step 3: Request solutions. After getting each party’s viewpoint on the conflict, the next step
is to get each to identify how the situation could be changed. Again, question the parties to
solicit their ideas: “How can you make things better between you?”
Step 4: Identify solutions both disputants can support. You are listening for the most
acceptable course of action. Point out the merits of various ideas, not only from each
other’s perspective, but in terms of the benefits to the organization.
Step 5: Agreement. The mediator needs to get the two parties to shake hands and agree to
one of the alternatives identified in Step 4. Some mediators go as far as to write up a
contract in which actions and time frames are specified. However, it might be sufficient to
meet with the individuals and have they answered these questions: “What action plans will
you both put in place to prevent conflicts from arising in the future?” and “What will you do
if problems arise in the future?”
Ref: http://www.amanet.org/training/articles/The-Five-Steps-to-Conflict-Resolution.aspx
10. Why is recording accurate information about complaints and conflict very important in the
workplace?
 Because we can used the previous information to improve our service to the
customers
 Keep the records, so if the problem continue happening, we can make changing or
new improving from the previous mistakes to improving the business productivity
 Keep the records, so we can organise if the same problem keeps recurring, we know
what to do to take an action to solve the complaint or problem immediately. And
find the better solution.
11. How can information be recorded and transmitted on conflict in the workplace ?
 Information can be recorded on letter
 Information can be recorded in incident reports
 Information can be recorded in customer feedback form
How we transmitted
 By email and intranet
 Staff meeting involve in customer conflicts
 Supervisor involved when the team member conflict/incident

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12. What are the benefits of seeking feedback from stakeholders on the complaints
resolution policy in the workplace ?
 Seeking feedback on customer and staff – how we dealt with the complaint and how
we fix the problem, to maintain the business reputation and make the customer to
come back to the business.
 To ensure customer satisfaction and repeat business
 To maintain its reputation
 To learn from errors or mistakes
 To make improvements to the service or product delivery or quality to improve
productivity and efficiency
 Follow up to see if customer is satisfied in the case of a complaint or conflict
Ref: learner Resources Pg 33

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A S S E S S M E N T 3 - CA S E S T U D Y
Total Assessment 2 Length should be 500 - 700 words. You must accurately reference all of
your external sources of information
Please read the following scenario and then answer each question in brief.
You work as a Training Administrator in the Human Resource Department at the Head
office of Hartford Steakhouses ( HS ) . Hartford Steakhouse is a National Restaurant chain of
businesses serving a high quality steakhouse menu. Hartford Steaks has 170 outlets , average
seating capacity 130 seats, and 3400 full and part time staff . You are asked to compile the FAQ
section for a the staff Intranet on Conflict Resolution Skills for Managers. This page is intended to
support Supervisors, Team leaders, Restaurant and Regional Managers of Hartford Steakhouses
Nationwide . The Training Manager has given you the questions he would like answers for. You are
able to use text, diagrams and pictures to illustrate your answers on the website.
a. What are the key roles of Hartford Steakhouse ( HS) Managers regarding conflict
resolution skills ?
Managers conflict resolution skills

 The manager have to have a good listening skill
 The manager have to have a personality to stay calm and in control
 The manager have to have good communication skill
 The manager have to have a Mediating skill
Roles of manager in conflict situation:
 The manager of Hartford Steakhouse have to be able to take control and
responsibilities to finding a solution to solve the conflict
 The manager of Hartford Steakhouse has to be able to cultivate a safe and
supportive environment in which people are encouraged to work constructively.
 The manager of Hartford Steakhouse have to be able demonstrating and reinforcing
behaviours that promote a healthy response to workplace conflict between the
staffs, that can greatly increase workplace harmony, strengthen relationships,
improve team effectiveness and make being at work more stimulating and
enjoyable.
b. How can Hr Managers facilitate and support a culture of a healthy response to workplace
conflict?
How can manager encourage and support a work culture where conflict resolution is
supported?
 The HR Manager need to encourage open discussion of workplace problems or

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issues.
 Encourage staff to come forward to their manager or HR Manager with any issues to
have a regular meeting with ordinary staff
 Set time a side to hear any staff potential conflict issues.
 The HR Manager have to listen actively and have good communication skill to
building a better understanding with the staff and most importantly is establishes
trust with your staff.
c. Explain what the results could be of unresolved conflict in Hartford Steakhouses
 Due to the high number of venues Hartford Steakhouse run there is an increase risk
of staff turnover due to conflict not being result. This could then be to staff
dissatisfaction with poor staff moral and lower productivity.
 And which point experience and long serving staff may leave. These results in a large
lose of skill across the group. Which intern may cause customer dissatisfaction as
knew in experience staff take the place. Cost also increase due to advertising and
ongoing training needs. In a conclusion Hartford Steakhouse may lose its reputation.
d. How can Hartford Steakhouse Managers deal with conflict sensitively, courteously and
discreetly ?
 The Hartford Steakhouse Managers have to take an action immediately if he sees a

small conflict start arising in the workplace.
 The Hartford Steakhouse Managers have to meet with people involved in the
conflict separately (move them, discreetly, out of the main area of the
restaurant). Get a clear understanding of the issues before you try to intervene.
People often have very different perceptions of what has occurred. Understanding
their perceptions will help the managers to focus on what is important to each
person, and to find common ground.
 Perception is reality. The Hartford Steakhouse Managers need to focus on what the
people involved need and what’s important to them, not on trying to judge who is
right or wrong. Often both people have contributed something to the situation.
 And as a Hartford Steakhouse manager you have to listening to their problem and try
to give both parties win -win solution to fix the conflict.
 Arrange the next stage (arrange a meeting after two weeks to evaluate that the
conflict is not repeated again). Make sure the conflict is been resolve and both
parties is in harmony relationship and work cooperate together as a team.
e. How should HS Managers minimise the impact of conflict for colleagues and customers
in Hartford Steakhouses?

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 If the conflicts arise in the middle of the service period, as a HR Manager you have to
try to separate them from the other customers and staff member to avoid a
disruption.
 As a HR Manager you have to remain yourself calm and try to calm the staffs that are
in the conflict situation. Try to be a good listening to both of them and find solution
that they can be calm and satisfied with your decision making.
 If your staff is starting to shout at the customer, you have to take an action
immediately to step in the middle of the conversation and apologize to the customer
first because there is a rule that “customer is a king” no matter what, if they are right
or wrong. Try to request respect and cooperation with your staff.
 And then at the end of the shift, as a manager you have to call and talk to your staff
that are fighting with the customer before personally separate from the other staff
and talk to the staff that you are understand his feeling. But as a rule and procedures
in Hartford Steakhouse customer is always win. Try to calm and apologize to the staff
and make him understand to follow the procedures in the workplace. If the
customer starts to get angry with him next time, he should call the manager so that
the manager can talk to the customer instead to avoid the conflict and situation.
f. What are some of the effective techniques for reducing conflict that HS Managers could use?
 HR Manager can review the customer complaint feedback form and try to find a
solution to fix the problem if the conflict is repeated again in the workplace
 Do a regular meeting once a month with all your staff member to explain them about
the policy and the procedures in the workplace about code of conduct (for example
staff are not allowed to bullying or discriminate each other to show respect and build
up a harmony relationship in the workplace).
 Tell the staff if they have any problems they should meet and talk to the manager in
charge to fix their problem or conflict before it get bigger or serious problem.
 As a HR Manager you also can arrange a staff gathering twice a year (for example
karaoke, barbeque in the beach) to have the colleagues/ all staff build up a better
relationship and know each other. And these actions can reducing/ prevent your
staff from conflict.
g. Give an example of a suitable sign or poster ( A4 size ) which could be displayed in the
workplace at Hartford Steakhouses to alert employees to Conflict Situations ( and how to
avoid them )

Student Guide
Ref: Google images
h. List three questions you could ask one of your team members , if you wanted feedback
on a mediation session which occurred at Hartford Steakhouses to resolve conflict
 Did you feel we resolve your problem today?

 Would you satisfied with the outcome
 Did you feel that there was anything we could have done better?


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SITXCOM401 Manage Conflict

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Include in your report

Conflict could occur in the following typical situations:

a. Rostering issues - unfair work allocation, or inappropriate rostering procedures

1. Identifying the conflict situation

Demonstrate how you would be able to :

Demonstrate how you would be able to :

 Take responsibility for finding a solution to conflict

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3. Evaluating conflicts and resolutions

Demonstrate how you would be able to

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Answer Sheet (Expandable)

Three examples of types of conflict which may occur in hospitality industry

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2. Customer dissatisfaction with products or services

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 Evaluating conflicts and resolutions

3. Poor quality of products from suppliers

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ASSESSMENT 2 - KNOWLEDGE QUESTIONING

You must accurately reference all of your external sources of information

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2. What common conflicts arise in hospitality enterprises

 Conflict between the wait staff and the kitchen staff

3. What may be the positive effects of conflict?

i) Conflict requires creativity to find the best outcomes.

4. What are the negative effects of conflict?

 Increase in stress in people

5. Why should you intervene early in a conflict situation?

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6. What are the early signs of conflict?

Ref: Learner Resources pg 26

7. If the above signs are not acted on what can happen?

 Destruction of work (slower the productivity in workplace)

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9. Explain the basic steps used when resolving a conflict

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Ref: learner Resources Pg 33

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Managers conflict resolution skills

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c. Explain what the results could be of unresolved conflict in Hartford Steakhouses

 The Hartford Steakhouse Managers have to take an action immediately if he sees a

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Ref: Google images

 Did you feel we resolve your problem today?

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