What may be contributing factors to conflict in a workplace

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Reference no: EM132958096

SITXCOM005 MANAGE CONFLICT

Assessment Task:

QUESTION
a) List five principles of enhanced customer service experiences.
b) What are five principles of positive communication?
c) What are five benefits to a business of enhanced customer service experiences and positive communication?

QUESTION
What are three techniques that can be used throughout the service experience to anticipate and determine customer preferences, needs and expectations?

QUESTION
What are three ways customer feedback can enhance the service delivery provided by business?

QUESTION
Provide an example for each scenario of how the following extras and add-ons may be offered to customers:
Additional destinations
Additional tours or cruises
Cocktails and liqueurs to enhance the dining experience
Coordination services at events and conferences
Entrance to events, festivals and entertainment scheduled during customer stay at destination
Entrance to major attractions at destination
Extra food items
Flight fuel emissions offset fee
Local guiding services
Optional meals and dining experiences
Prepayment of baggage charges
Prepayment of in-flight meals
Pre-travel seat selection
Private car transfers in lieu of regular transportation options
Special offers or packages
Specialised styling for events
Storage for luggage after check-out
Travel insurance
Upgraded accommodation and flights
Wine or boutique beers to match meals ordered

QUESTION
a) What are three signs that there may be conflict between work colleagues?
b) In terms of conflict theory, briefly describe the following stages:
• Latent stage
• Perceived stage
• Felt stage
• Manifest stage
• Aftermath stage.

QUESTION
a) In relation to conflict theory, what are three levels of conflict that can exist within an organisation?
b) What may be contributing factors to conflict in a workplace? Describe three factors.

QUESTION
In relation to conflict theory, what are three possible results of conflict that can exist within an organisation?

QUESTION
Briefly describe the following conflict resolution techniques:
• Assertiveness
• Negotiation
• Using appropriate communication.

QUESTION
When may the following persons need to be involved in conflict situations?
• Counsellors
• Internal security staff
• Mediators
• Other staff members
• Police
• Senior staff.

QUESTION
a) What are possible causes of conflict in the tourism, travel, hospitality and event industries and their typical causes? Discuss three.
b) What are three possible causes of conflict between staff in these industries?

QUESTION
If a customer makes a cancellation, what are three requirements that will apply for a cancellation fee to be legally binding?

QUESTION
If a business provides information to a customer about an impending price rise in an attempt to induce them to buy a product or service, what criteria must this information comply with in order to be legal under the Australian Consumer Law?

QUESTION
What is the only condition under the Australian Consumer Law where a customer is entitled to ask for a replacement or refund for a product they have received?

QUESTION
Under the Australian Consumer Law what three things must the supplier of a service guarantee?

QUESTION
List five guarantees that a business gives when supplying goods or services according to Australian Consumer Law.

Attachment:- customer service experiences.rar

Reference no: EM132958096

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