Reference no: EM132803136

PART A: REPORT REFLECTION LEARNER 

Provide management with a step-by-step account of how you would suggest this situation be resolved, including the suggested win-win outcome to both: your colleague and yourself.

You need to address the following aspects:

• Questioning techniques in order to obtain all relevant details related to complaints from your colleague, ensuring that complaints can be solved to a satisfactory level, which will provide opportunity for a win-win resolution.
• Communication techniques, written in this instance, however you need to provide basic techniques for how you might otherwise communicate with the staff, including voice, tone, language
• Your level of responsibility taken in this instance should be reflected according to the position you hold in the organisation (to what level you are authorised to make decisions e.g. pay rise, overtime pay, free services, etc.) to finding a solution to the conflict
• Establish and agree on the nature and details of conflict with all parties and assess impact
• A brief discussion related to possible organisational constraints - what could these possibly include?
• Options for resolving conflict within acceptable timeframes to reflect industry standards by outlining how this will be ensured.
• Provide a detailed account of the steps needed to be implemented a solution at both managerial and organizational level to avoid these sorts of errors/complaints/issues being duplicated in the future.
• Include the constructive feedback you would give to the various departments with regard to the specific complaint and its resolution.
• Describe how you can turn this complaint into an opportunity for the business, and provide input for workplace enhancement and improvements.

RELEVANT INSTRUCTIONS

1. The analysis and strategy demonstrates a knowledge and understanding of relevant problem solving skills.

2. Evidence of critical thinking in preparing the responses for the resolution of conflict

3. The strategy is incisive and includes a concise, relevant treatment of the issues and addresses the assessment criteria.

4. The strategy critically discusses and analyses the topic, range statement, performance criteria and foundation skills of the unit descriptor

5. All sources are referenced consistently and comprehensively using the recommended referencing system as prescribed in the subject cluster Learner Guide

6. Use of language is appropriate to academic writing, the industry context, sustainable themes and the assessment criteria

7. The responses are succinctly and clearly written or presented in English

8. Overall presentation is professional including spell and grammar checked judicious use of headings, font size, layout etc.