Reference no: EM133040673

1. Give an example for each of the stages of conflict. Use responses based on personal or workplace experiences, if possible.

Discomfort-

Incident-

Misunderstanding-

Tension-

Crisis-

2. Jobe works on the reception desk at a very busy city hotel. Seventy percent of their clientele are overseas tourists as the hotel is centrally located and they have a great reputation. Jobe is proactive, likes to get things done quickly, is somewhat impatient and quite assertive in the language he uses. Over the past six months there have been an increasing number of complaints about how Jobe deals with the guests and his rudeness. List three essential factors that may be contributing to the increase in complaints made against Jobe from the customers? 

3. What could be the outcome or result for a business should a serious conflict situation be ignored or poorly handled?

4. Imagine a situation involving conflict between team members about differences in opinions on how to complete a work project. Explain what conflict resolution strategy you would suggest they use and why. 

5. A group of 50 university students got into a fight with a group of intoxicated soccer fans. The conflict arose over a defamatory remark made by one of the soccer fans to the girlfriend of one of the university students. Without warning, chairs, tables and glasses were thrown through the air. Give two examples of resources to assist in managing this conflict.

6. Two of your best staff are at a point where they won't talk to each other. You have tried to assign them shifts so they don't have to work together but this is proving very difficult. You have tried talking to both of them on several occasions and have involved senior management, but his hasn't made any difference. The situation is having a big effect on teamwork, as co-workers are beginning to take sides. Who do you think should be involved given the situation has escalated this far?

7. What communication techniques can you use in a conflict situation to ensure all parties understand and agree on the nature and details of the conflict?

8. List five non-verbal or vocal communication cues that may indicate potential conflict.

9. As a manager or supervisor the style of language you use in a conflict situation can have a direct bearing on the outcome of the conflict. List three language styles that will help in a conflict situation with colleagues from different cultural background.