Reference no: EM132958148

SITXCOM005 MANAGE CONFLICT

Assessment Task: Role plays

TASK SUMMARY
For this task you are required to complete seven role plays to demonstrate that you can:
• Implement and monitor quality customer service in line with customer service policies and procedures over four service periods.
• Resolve escalated customer complaints and disputes.
• Resolve team member disputes.
• Take appropriate action in response to threat and conflict situations.
• Use a range of conflict resolution techniques and communication skills.

INSTRUCTIONS
This project requires you to work four simulated service periods and engage in seven role plays during which you will encounter a range of situations you will need to deal with. You will need to refer to the policies and procedures you developed in Assessment Task 4, as well as the additional policies and procedures mentioned above. Additional background information has been provided for you where necessary.
Your assessor will nominate class members to play the roles of the persons involved in the role plays, or may play some of the roles themselves; and will record their observations of you.
During the role plays, your assessor will be looking to see that you can:
• Act professionally and take responsibility for resolving complaints and conflict.
• Assess the impact of complaints and act swiftly and tactfully so as to prevent further escalation.
• Proactively compensate for service difficulty in line with your level of responsibility set out in the policies and procedures (situations which apply to external customers).
• Use effective communication to establish nature, cause and details of complaints/conflict.
• Determine options to resolve complaints and decide on appropriate action.
• Turn customer complaints into opportunities to demonstrate high quality customer service.
• Complete required reports and/or registers.
For this task you are to play the role of the Manager at Champion's Sports Bar who is responsible for monitoring customer service practices during these shifts.
Service period one:

Role play 1 - Wrong order
While managing the shift this service period you notice that one of your staff, Susan, is looking very red faced and flustered at one of her tables and a man sitting at the table does not look impressed. You discreetly motion for her with a hand signal to come over.

Role play 2 - Negative post
You are working the same service period about an hour later and another employee, Bryan who is one of the supervisors, calls you over with an alarmed look on his face.
Begin the role play here by asking Bryan what the matter is.
Service period two:

Role play 3 - Roster dispute
One of your employees named Chris tells you that he was rostered to work this Saturday night but he swapped with Melissa two weeks ago as he has an important family gathering to attend to. He has already filled in for Melissa's Friday night shift last week and the roster was updated when the request was made and approved. Chris however tells you that Melissa has told him this morning that she can no longer fill his shift for him and he is very upset. It is now Thursday evening.
This is an extract from the employee's handbook:
"All employees are required to give at least five days' notice of not being able to work their rostered shift so it can be assigned to another employee, unless the employee is affected by an emergency situation in which case the employee is required to notify their manager as soon as is reasonably possible. Failure to notify the manager within a reasonable timeframe without a valid reason or not turning up for a shift may result in disciplinary action."
Begin the role play here: You have called Melissa and Chris into your office for a meeting.

Role play 4 - Incorrect bill
While you are busy chatting to a table of customers Melissa motions to you that she needs to speak with you.
Begin the role play here.
Service period three:

Role play 5 - Friday night blues
One of the kitchen staff, Muhammed, always leaves early on a Friday. He follows the Islam faith and can never work a Friday afternoon or evening shift as he has told you privately before that he goes to the mosque to pray. You agreed to this arrangement when you employed him but he does not speak much to the other employees and he is a very private person. You overhear Vivian, another kitchen staff member, complaining that she is tired of always getting the Friday afternoon and evening shifts and it's not fair that Muhammed never works them. You then overhear her complaining to the bar staff about it an hour or so later. The other staff member said that she think his religion requires that he attend prayers at a certain time. Vivian says "why can't he just pray anytime like other religions." You have called Vivian in to your office to handle the situation before it escalates.
Begin the role play here with you and Vivian having a meeting in your office.

Role play 6 - Boys' night out
It is 10pm and you and two of your team members are tending the bar tonight. The kitchen has just closed and the bar is at about 50% occupancy. A rowdy group of young men stagger into the bar announcing in very slurred voices that it is Will's 21st birthday today and order a round of shots. You can clearly see that most of them are intoxicated.
You tell your team that you will handle this one, and in a very friendly but firm tone tell the group that you are sorry you won't be able to serve them tonight due to responsible service of alcohol legislation and the kitchen has just closed.
One of the group members turns nasty and calls you a rude name and spits on the floor. You politely ask them to leave and suggest they call it a night. The majority of the men say "Okay, okay we are leaving now", but two of the group refuse to leave and swear at you again. The other customers in the bar have all stopped their conversations and are looking on.

Role play 7 - Knock out
It is a quiet lunchtime shift and there are not many people in the bar. There are only a few staff on as the busy period will only be later in the evening. You are tending the bar yourself.
Written reflections - to be answered after the role plays and submitted to your assessor in a Microsoft Word document (or similar).
• Identify and evaluate the impact of each scenario on the business's reputation and legal liability.
• How would you follow up with the customers from role plays 1, 2 and 4 to ensure their satisfaction with the resolution of their complaint?

Attachment:- Assessment-Task - Role plays.rar