SITXCOM005

Manage Conflict

UKA (Unit Knowledge Assessment)

QUESTION 1

SCENARIO
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.

A. Name 3 conflict resolution techniques and explain how you will use these to resolve this (20 -
40 words).

B. What are the dangers of leaving this conflict unresolved? (20 - 40 words)

Book page 25

QUESTION 2

SCENARIO

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.

A. What are the signs in this situation that conflict is occurring? (20 -35 words)

B. How could you overcome this communication barrier? (15 – 30 words)

C. What actions can you take to resolve this complaint? (15 - 30 words)

D. What actions can you take to prevent this situation from happening again in the future?
(15- 30 words)

E. What actions could management take to assist employees to improve their

Book page 26, 27, 28

SCENARIO

Some hostility has been occurring among your work team as Sarah and James always receive the
weekend off, and the rest of the team is required to work both Saturdays and Sundays. The other
employees are beginning to resent Sarah and James for always receiving the weekend off work.
The team rarely works with Sarah and James due to this rostering, and when they do, there is
conflict. The other employees hold fixed opinions about Sarah and James and as a result, the
working environment has become tense and there has been a lot of gossip. The conflict has not
been resolved, and is therefore increasing in severity. As a result, arguments have occurred
between Sarah and other employees. There has been a notable decrease in productivity.

A. Conflict theory can be divided into the following parts:

1) Signs
2) Stages
3) Levels
4) Factors involved
5) Results

Using the scenario, apply the situations to the relevant parts of conflict theory listed above.
Which aspects need to be addressed by you as the manager? (20 -40 words)

B. As the manager of this team, describe why you believe this conflict is occurring between
Sarah and James and the other team members. (15 - 30 words)

C. During the initial stages of this conflict, team members were uncomfortable about the
rostering situation but did not argue about the issue. Describe the stage of conflict that this
situation has reached. What will happen if it is ignored further? (15 - 30 words)

D. How can you use communication techniques to effectively manage the conflict within your
team and work well with the other members? (15 - 30 words)

E. How can management work with you to determine and implement a possible solution to this
conflict? (15 - 30 words)

F. What results will be achieved if this conflict is managed effectively? (15 - 25 words)

Book page 31, 32, 33

SCENARIO

A customer at your bar appears to have become drunk and disorderly. He is knocking over
drinks, talking loudly and has begun arguing with a new staff member working next to you at the
bar when she refuses to serve the customer. You notice that his behaviour is becoming
increasingly threatening to customers and your fellow staff member, who is becoming frightened
of the situation.

A. How might this situation escalate if you do not respond appropriately? (20 - 40 words)

B. What actions will you take and what resources can you use to effectively address this
situation and prevent escalation? (20 - 40 words)

C. Which documentation do you need to complete in this instance? List 3 instances which
must be recorded associated with conflict situations in a workplace and explain the
reasons why this needs to occur. (15 - 30 words)

Documentation:

Filling up the accident or incident form.

3 instances:

1. Physical or sexual harassment

Why records must be kept:

To have the proof if any complaint is lodged by work cover/human rights

Book page 10, 11, 12

QUESTION 5

Outline the common procedures and policies which could be part of a company policy regarding
the requirements for reporting and management of conflict. What does this need to include?
(20 –50 words)

Book page 23
QUESTION 6

What are the regulatory, industrial and legislative requirements related to the handling of
disputes? (20 - 40 words)

Book page 23, 24

QUESTION 7

Explain the variety of communication skills which could be employed to ensure the effectiveness
of dealing with conflict and conflict resolution. (20 - 40 words)

• Showing empathy
• To take people seriously
• To value and respect others
• To employ active listening skills
• To show interest
• To encourage further/deeper clarification

QUESTION 8

What are the procedures where conflict involves drugs, alcohol or violence? (15 - 30 words)

Book page 10

QUESTION 9

What should be covered in an induction program with regards to conflict situations?

Book page 34

QUESTION 10

To whom (other than the HR department) should escalated conflict situations or problems be
reported in an organisation? (15 - 30 words)

Supervisors, managers, team leaders, senior management and councilor.

QUESTION 11

What is the purpose of evaluating conflict situations? Provide examples how this could be
achieved effectively. (15 - 30 words)

Book page 34, 35

Conflict Resolution Worksheet: (Appendix 6: Page 45, 46 of your LAP)

Part A:

Task 1: Delay in delivering the meal

Conflict Resolution Worksheet

Participants
1. Identify the participants in the conflict and what you hope to achieve.
Conflict Participants Name: Rhiju Singh Name: John
Role: A chef and shift Role: Upset customer
supervisor
Problem: The customer ordered the meal online and specifically mentioned that the meal
should be served at 2:00 pm sharp. It is now 2:20 pm and the meals have not yet been
delivered to the table. The customer was clearly upset.
Preferred State: Meals should be served as soon as possible
Common Ground: Proper meal delivery on time
Options for resolutions
2. Brainstorm and list the options available to resolve the conflict and identify a residual
consequence for each option.
Options for resolution Consequence
1. Serve meal as soon as possible Customer can get food
2. Offer them free drinks Provide free drinks to the customers
Best options for resolution
3. Prioritize each option and determine how each will be implemented.
Implementation plan
Priority Part Description Team Member Status/Follow-Up Due date
Responsible
Give instructions Describe the time Johny Must follow up 28.03.2022
to kitchen frame with kitchen
Finish cooking Check the time frame Freddy Must follow up 28.03.2022
with kitchen
Plating the food Follow plating Rhiju Singh Must check with 28.03.2022
guideline cooks/chefs
Serve to Serving food nicely Maria Check plating 28.03.2022
customer
Options for resolution

4. Agreement.
By signing below, I understand and agree with the purpose and contents of this Plan its
implementation.
Name Role Signature Date
 Johny Cook Johny 28.03.2022
Maria Waitress Maria 28.03.2022

Task 2: Delivered the wrong meal

Conflict Resolution Worksheet

Participants
1. Identify the participants in the conflict and what you hope to achieve.
Conflict Participants Name: Rhiju Singh Name: John
Role: A chef and shift supervisor Role: Upset customer
Problem: A few minutes later, Amy Heart, the Customer Service Officer working at the front
comes to the kitchen to inform you that customer is back and he is even more upset because
they received a main dish of sweet and sour pork instead of sweet and sour chicken.
Preferred State: ………………………..
Common Ground: Not serving the pork dish
Options for resolutions
2. Brainstorm and list the options available to resolve the conflict and identify a residual
consequence for each option.
Options for resolution Consequence
1. ……. ……………..
2. ……….. ………….
Best options for resolution
3. Prioritize each option and determine how each will be implemented.
Implementation plan
Priority Part Description Team Member Status/Follow-Up Due date
Responsible
....... …….. …… …… …..
……. …. ………. ……… …….
……. ……… ……….. ……….. ………
Options for resolution
4. Agreement.

By signing below, I understand and agree with the purpose and contents of this Plan its
implementation.
Name Role Signature Date
….. ……. ……. ……
……… ………… ……….. ………
Task 3: Incorrect pricing

Conflict Resolution Worksheet

Participants
1. Identify the participants in the conflict and what you hope to achieve.
Conflict Participants Name: Rhiju Singh Name: John
Role: A chef and shift supervisor Role: Upset customer
Problem: The upset customer and his guest are now finished with their meal. As they were
walking out, the customer notices the meal prices on boards above the counter and he realises
that they are cheaper than what he paid online. Amy Heart, the Customer Service Officer
walks into the kitchen once more to tell you that the same customer is now upset because on
top of all that has happened he thinks he has been over charged for the meals.
Preferred State: Refund or give money back to the customer
Common Ground: Customer should not be over charged
Options for resolutions
2. Brainstorm and list the options available to resolve the conflict and identify a residual
consequence for each option.
Options for resolution Consequence
1. Refund Customer will get his money back
2. Voucher for next visit ………………
Best options for resolution
3. Prioritize each option and determine how each will be implemented.
Implementation plan
Priority Part Description Team Member Status/Follow-Up Due date
Responsible
Check the online Check online ……………… Proper checking ………..
price menu price
Check the bill Check the bill ……………. Bill checking ……………
Calculations ……………. ……… …………….. ……
Refund the extra ……………….. ……………. ………………… ………….
money that has been
charged to him
Options for resolution
4. Agreement.

By signing below, I understand and agree with the purpose and contents of this Plan its
implementation.
Name Role Signature Date
…………… ……. ……. …….
………….. ………. …………… …….
Part B:

Task 1: Resolve dispute over roster

Conflict Resolution Worksheet

Participants
1. Identify the participants in the conflict and what you hope to achieve.
Conflict Participants Name: Rhiju Singh Name: Amy Heart
Role: A chef and shift Role: Customer Service Officer
supervisor
Problem: Amy Heart, the Customer Service Officer, walks in to the kitchen area and requests
to be removed from the Thursday shift as she was so overwhelmed with everything that
happened during her shift.
Preferred State: Amy should be working on Thursday
Common Ground: Both Amy and other staff should be working together on Thursday and be
happy
Options for resolutions
2. Brainstorm and list the options available to resolve the conflict and identify a residual
consequence for each option.
Options for resolution Consequence
1. Give Amy pay rise Amy will be satisfied
2. Appoint another person to help Amy Workload will be distributed
Best options for resolution
3. Prioritize each option and determine how each will be implemented.
Implementation plan
Priority Part Description Team Member Status/Follow-Up Due date
Responsible
…………. …….. …… ………. ……..
………. …….. ………….. ……….. ……..
……… ……… ………… ………. ……..
……………. …………. ……………… …………… ……….
Options for resolution
4. Agreement.

By signing below, I understand and agree with the purpose and contents of this Plan its
implementation.
Name Role Signature Date
………. …….. ……….. ……..
………. …….. ………. ……….
Task 2: Resolve dispute over incompetence

Conflict Resolution Worksheet

Participants
1. Identify the participants in the conflict and what you hope to achieve.
Conflict Participants Name: Rhiju Singh Name: Andrew Johnson
Role: A chef and shift supervisor Role: Chef
Problem: Most of the mistakes in the meal orders have been from one particular chef –
Andrew Johnson. Andrew joined the North Sydney Campus Cafeteria almost five (5) months
ago but he is still making critical mistakes and you think his performance should have
improved drastically by now.
Preferred State: Andrew should increase his competency
Common Ground: No more mistakes form Andrew
Options for resolutions
2. Brainstorm and list the options available to resolve the conflict and identify a residual
consequence for each option.
Options for resolution Consequence
1. Provide training to Andrew ………..
2. Warning and time frame ………………….
Best options for resolution
3. Prioritize each option and determine how each will be implemented.
Implementation plan
Priority Part Description Team Member Status/Follow-Up Due date
Responsible
……… ……. …….. ………. …..
……… ……. ……. …………. ……
……. ……. ……….. …………. …….
……… ………… ……….. …….. ……..
Options for resolution
4. Agreement.

By signing below, I understand and agree with the purpose and contents of this Plan its
implementation.
Name Role Signature Date
…… ….. …… …….
……… ………. ………….. ………
Part C:

Task 1: Respond to threatening customer

Conflict Resolution Worksheet

Participants
1. Identify the participants in the conflict and what you hope to achieve.
Conflict Participants Name: Rhiju Singh Name: Rivon
Role: A chef and shift supervisor Role: Customer causing a
threatening situation
Problem: A customer came in and it was obvious he was not in the best of moods. He was loud
and rude to Amy, the Customer Service Officer, but she managed to quickly have him seated
in a far corner of the cafeteria and take his order. Soon after, he started talking to Amy at the
top of his voice across the cafeteria asking where his meal was. Amy then informs you of the
situation and tells you to quickly prepare his meal to settle him down. You quickly make his
meal and send it out to man’s table. Amy takes the meal to the table where the man continues
to be rude and offensive. Just as Amy was telling you what he said to her, you hear him talking
at the top of his voice again. You take a look outside and see that he started to offend other
customers.
Preferred State: The rude customer should leave the premises
Common Ground: No one should be offended or hurt by the rude customer
Options for resolutions
2. Brainstorm and list the options available to resolve the conflict and identify a residual
consequence for each option.
Options for resolution Consequence
1. Tell the customer to leave the premises ……
2. Call security to pacify the rude customer …………
Best options for resolution
3. Prioritize each option and determine how each will be implemented.
Implementation plan
Priority Part Description Team Member Status/Follow-Up Due date
Responsible
…….. ………. ………. ……. …….
….. ………… ………….. ……….. ……..
…….. ……… ………. ……. …….
…….. ………. ……….. ………. ……….
Options for resolution
4. Agreement.
By signing below, I understand and agree with the purpose and contents of this Plan its
implementation.
Name Role Signature Date
……… ……. ……….. ………
…….. ……… ………… ……..
Task 2: Respond to customer who may be hurt

Conflict Resolution Worksheet

Participants
1. Identify the participants in the conflict and what you hope to achieve.
Conflict Participants Name: Rhiju Singh Name: Mike
Role: A chef and shift supervisor Role: Customer who may
have been hurt
Problem: The rude customer was not very pleased about it and as he was angrily storming out
of the cafeteria he pushed away another customer who just happened to be walking in. The
customer walking in falls to the ground and hits his shoulder on of the chairs as he is falling.
Preferred State: Check the customer for any physical injury
Common Ground: Customer should not be hurt
Options for resolutions
2. Brainstorm and list the options available to resolve the conflict and identify a residual
consequence for each option.
Options for resolution Consequence
1. Check the injury and provide first aid ………….
2. Offer him free food …………….
Best options for resolution
3. Prioritize each option and determine how each will be implemented.
Implementation plan
Priority Part Description Team Member Status/Follow-Up Due date
Responsible
……….. ……… …………… ……… ……….
………. ……… ……… …….. …….
……. ……….. ………. ………. …….
Options for resolution
4. Agreement.
By signing below, I understand and agree with the purpose and contents of this Plan its
implementation.
Name Role Signature Date
…….. …… ……. ………
……. ……… …….. ……….
Assessment submission:

UKA:

Through online portal

USA:

Answer book word file with all USA tasks