Reference no: EM132462667
SITXCOM005 - Manage conflict
Project
Part 1
Choose three of the areas of conflict in Part A, 3 areas of conflict in Part B, 3 areas of conflict in Part C, and answer the questions listed on the next page in relation to each of them.
Your response for each situation should be at least 1 page.
Part A (Select 3)
Resolving escalated complaints or disputes with customers in relation to at least three of the following matters:
- delays or poor timing of product or service supply
- incorrect pricing of product or service
- delays or errors in providing product or service
- misunderstanding of customer request or communication barrier
- problem or fault with product or service
- refused entry or ejection from premises
Part B (Select 3)
Resolve team member disputes in relation to at least three of the following complex matters: dispute or argument among work colleagues
- job duties or rosters
- lack of competence
- worker mistake
- dismissal
- cultural misunderstanding
Part C (Select 3)
Take appropriate action in response to tree of the following threat or conflict situation. customer refusing to leave or be pacified drug or alcohol affected person
- person who appears to be violent or are threatening
- people involved in physical violence
- person with gun or arms
- situation where someone has or may be hurt.
Apart from your learner guide and the information gained in class you might need to cot your own research to complete certain parts of this project this project.
Question 1. What impact might the conflict have on the organisation's reputation and legal liability?
Question 2. How could you stop the conflict from escalating?
Question 3. Conflict can be positive/ constructive or negative. Explain what that means and how your actions can influence whether each of the conflict situations has positive or negative outcomes.
Question 4. If the person you are in conflict with is very angry, how could you deal with their anger? How can you ensure the safety of everyone present (for example if a person is intoxicated, violent, armed with a weapon etc)?
Question 5. What resources might you use to help you to resolve the conflict? How might they help?
Question 6. When the customer/ colleague has calmed down and is no longer angry, what will you do then?
Question 7. How will you agree on the nature and details of the conflict?
Question 8. How will you manage/ resolve the conflict situation?
Question 9. Make a list of possible solutions to the conflict. Identify those that are win-win resolutions. Identify which solution you would ultimately implement and why.
Question 10. How would you evaluate the effectiveness of the implemented solution and what workplace improvements might you introduce as a result of the conflict?
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