Reference no: EM133031317

Scenario:

You have just finished serving a restaurant patron that has a hearing disability.

The customer has some difficulty speaking and uses a wheelchair for mobility. As they head towards the door, the wheelchair bound patron say something to you.

You reply, "I'm sorry, I didn't understand what you said." he repeats the comment.

You are and look confused and say, "One more time please?" the patron repeats the comment in a louder voice.

Feeling a bit flustered, and noticing they are heading for the door you say, "Okay, well, maybe we can see you next time. You reach for the door and say, "Let me get that for you." They, at the same moment, angrily pushes the button for the automatic door and rolls away.

You walk back to the desk feeling embarrassed and feeling that you have not been good at working with people with a disability.

Your Task is to:

In a 4-5-minute role play, assess and resolve the situation, as you notice that the patron comes back to the restaurant, to collect a jacket.

Ensure you are within the business guidelines, and include the other customers safety, business reputation and confirm a solution with the customer.

Give a detailed explanation of how you can resolve this conflict?