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SITXCOM005 Manage Conflict Assignment_E Help

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SITXCOM005 Manage Conflict Assignment_E Help

SITXCOM005 Manage Conflict Assignment_E Help 

ASSESSMENT E – SCENARIO:-

INSTRUCTIONS (for assessments not embedded within the LMS):-

• The assessment must be written using an industry standard software package such as Microsoft Word, Excel, PowerPoint, etc.

• Name the file using the assessment task number and then save your file.

• Ensure your submission identifies the unit code and title, the assessment task number and the name of the assessment at the top of the page. Alternatively, you may place this information in the document header.

• Add your name and student number to the headeror footer on every page.

• On completion, submit your assessment to your assessor via the LMS.

Learner assessment guide and evidence:-

This assessment requires you touse appropriate conflict-resolution techniques and communication skills to resolve customer and team issues.

You are required to do the following.

• Complete Scenarios 1 and 2 in Assessment E.

• Read each scenario and complete the tasks.

• Answer the questions. Scenario 1

• Choose a scenario relevant to your training or work environment.

• Answer the questions based on the general information and your selected option.

General information:-

You are the supervisor of a team and are responsible for the smooth operation of your work area during your shift. You have the authority to resolve most types of customer complaints except those that have serious potential legal or public relations implications to the business.

These must be referred to your manager as soon as these issues arise. You can offer compensation in the form of refunds, complimentary items, additional services, add-ons or upgrades to the value of $1,000.

Option 1: Hotel bistro:-

Your area of responsibility is a large hotel bistro. It’s Friday night and you are in the middle of peak service period. You are short one cook and the kitchen hand as they both called in sick just prior to the start of their shifts. The average wait for a meal is normally 15 to 20 minutes. Today it’s 45 minutes.

You can see customers are becoming increasingly upset. You have tried to explain the situation to as many as possible but as the wait time increases, they are becoming more agitated and irate. Customers from two different tables approach you to complain about the long wait and poor service. Both tables are family groups of six or more guests, some of which are children under 12. The average spend per person on food is $30 and $15 on beverages.

Option 2: Conference registration:-

It’s registration day for a national conference being held at a conference and events centre. You normally have two staff providing information to arriving participants and four on the registration desk. Today, you only have two staff to register over 1,000 participants as two have called in sick. Wait time in the registration queue is currently 20 minutes; it is normally five.

A number of participants approach you to complain. Two are staff from conference exhibitors whoare concerned they are losing potential business as their displaystands are unstaffed while they are waiting in the registration queue.The other complainants are regular conference participants. Conference registration fees are $1,225 for the two days. Exhibitor fees are $3,200 for a booth plus two staff members. Additional staff are $245 per person.

Option 3: Bus tour:-

A group 45 tourists are waiting for their tour bus to arrive to take them on a day trip. It was due to arrive at 8 am. It is now 8.45 am. You have tried to contact the bus drivermultiple times but their mobile phone consistently diverts to voicemail. You have left messages but have not received a response. Your reception team are currently trying to locate another bus and driver so the tour group can still complete most of the tour. It’s a busy day with multiple tours departing throughout the day so there are limited alternatives available.

The day trip is comprised of 16 direct bookings and an Asian tour group with their tour leader. The tour company is a long-term client who books several groups a week with your company.

Two direct-booking customers and the tour leader approach you to complain about the delay and demand to know what is going to happen.The tour cost is $109 for the day, meals inclusive.

Task 1:Question and answer:-

• Answer the questions.

Q1: Indicate your chosen scenario

• Option 1: Hotel bistro

• Option 2: Conference registration

• Option 3: Bus tour

Q2: What is the current level of conflict? Briefly explain why you believe it is at this level.

Q3: Does this situation have the potential to escalate, threatening the safety of other customers or team members? Why/why not?  

Q4: What actions do you need to take immediately?

Q5: What style of communication do you use when taking these actions? Why is this method effective?

Q6: What conflict resolution technique do you use when trying to resolve the dispute? Explain why.

Q7: What conflict resolution technique is not effective when trying to create a long-term solution to the dispute? Explain why.

Q8: You have tried to apologise and calmly explain the reason for the service issues to the customers but they are not willing to listen. They become more irate and loudly demand action to be taken immediately. Verbal threats of damaging the organisation’s reputation through personal and social media networks are made. Demands for compensation are also made.

Describe the actions you take to manage this conflict situation.

Q9: What are the potential short- or long-term impacts of this situation on the business?  

Q10: Describe the strategies you use to resolve the dispute at this point in time.

• The options available.

• How you select an appropriate solution.

• The impact the selected solution could have on the individuals and/or the business.

• Your responsibilities when actioning strategies or implementing solutions.

Q11: What organisational policies or constraints influence how you resolve the situation?

Q12: Describe how you implement the agreed solution.

Q13: How do you seek feedback, comments or information from the parties involved after the situation has been resolved? Give two examples.  

Q14: Make recommendations to your manager about improvements to workplace systems, procedures or processes to ensure this situation doesn’t arise again, or so processes are in place to handle it efficiently and correctly if it does.

Scenario 2:-

You are supervising a team of employees preparing for an event/service. You and your colleague overhear a team member completing preparation tasks in the room next door make a rude and disparaging remark about the colleague’s work ethic.

The colleague explodes, stating they are sick of the other person making these types of comments all the time and they’ve had enough. They confront the other person about this recentcomment and othersthat have been made in the past. The team member angrily accuses them of:

• making racist comments

• trying to ostracise them from others in the team

• consistently undermining or demeaning their work performance. It is your responsibility as team leader to deal with the immediate situation.

Task 1:Question and answer:- 

• Answer the questions.

Q1: What is the current level of this conflict? Briefly explain what it is.

Q2: Does this situation have the potential to escalate, threatening the safety of other team members? Why/why not?

Q3: What actions do you need to take immediately?

Q4: What style of communication do you use when taking these actions?

Q5: Other than what the other team member has been accused of, what other verbal and non-verbal signs tell you this conflict situation has been developing for some time?  

Q6: What conflict resolution technique do you use when trying to resolve the dispute? Explain why.

Q7: What conflict resolution technique is not effective when trying to create a long-term solution to the dispute? Explain why.

Q8: You take the team members involved in the dispute to an empty office. It’s time to find out why the situation occurred. List at least four questions you ask each person to gain an understanding of the nature, details and underlying causes of the dispute.

Q9: What resources are available to you to help you manage this situation?

Q10: What resources could you have called on if the situation had escalated and become verbally or physically threatening or even violent?  

Q11: The two teammembers make the following comments in response to your questioning.

Team member 1

I ask him to do stuff and he just ignores me. He walks off and does other things. But he’s always watching me and the rest of the team like he’s trying to catch us doing something wrong. And he’s so slow. We always have to do extra jobs to cover all the things he doesn’t get done in time. He’s been here long enough, he should know what to do by now.

Team member 2

I’ve been here six months now and no one has ever really shown me how to do things properly. I’ve had to work it out by watching the others when they do it. In my country, you have to follow the orders of anyone who holds a higher position than you do. If we didn’t do what our superiors told us, you could lose your job instantly. So, if a supervisor here tells me to do something, I do that job, not one that someone else tells me to do.I don’t want to lose my job.

What are the underlying reasons for this dispute?

Q12: You are still in the office with the two employees. You need to resolve the dispute quickly. Describe the strategies you use to resolve the dispute at this point in time.

• The options available.

• How you select an appropriate solution.

• The impact the selected solution could have on the individuals and/or the business.

• Your responsibilities when actioning strategies or implementing solutions.

Q13: How do you overcome any social or cultural communication barriers when negotiating and implementing a solution to the dispute?  

Q14: Describe how you implement the agreed solution.

Task 2:Question and answer:- 

It is two weeks after the confrontation. The agreed solutions have been implemented and it’s time to evaluate their effectiveness. You speak to the team members individually to obtain feedback about progress.

Team member 1

I guess I didn’t understand why he did those things and interpreted his actions all wrong. If that’s what things were like in his country, I can understand that he’d be afraid of losing his job. We’ve all been showing him how to do things properly. He’s getting better already. I guess he’s not so bad after all.

Team member 2

I’ve learnt how to do some new things and how to do others better or faster. And the comments have stopped, so I’m a lot happier. I think maybe everyone will start to accept me as part of the team now.

• Answer the questions.

Q1: What feedback, comments or information do you pass on to each of the team members after receiving these comments? Give two examples.

Q2: Outline your evaluation of the dispute and the effectiveness of the resolution strategies.  

Q3: Based on the probable causes of this dispute, make recommendations to your manager about improvements to workplace systems, procedures or processes.  

Assessor checklist:- 

To be completed by the assessor.

SITXCOM005 Manage Conflict Assignment_E Help

Manage Conflict Assignment_E Help

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