Reference no: EM133040796

ASSESSMENT TASK: CASE STUDIES & ROLEPLAY - MANAGE CONFLICT

TASK SUMMARY

For this task, you are required review organisational procedures for managing internal disputes and for managing external customer conflicts and follow those procedures to deal with staff disputes and customer conflict situations.

You are required to answer the questions relating to three (3) case studies and to participate in a Roleplay to satisfactorily demonstrate your ability to deal with conflicts.

PART A - DEALING WITH TEAM MEMBER DISPUTES

CASE STUDY 1 - MICHAEL

Michael has worked for Marino Enterprises as their Accounts Officer in the Melbourne head office for the last three years. Michael has explained that he will be commencing a gender transition and will be known as Michelle upon returning from a month of leave.

Marino Enterprises recognise that they have a responsibility to ensure Michelle is treated fairly and equitable and that the company complies with anti-discrimination and EEO requirements.

CASE STUDY 1 QUESTION 1
What potential conflict situations may arise amongst Michelle's work colleagues relating to the workplace and Michelle's transition?

CASE STUDY 1 QUESTION 2
a) What one (1) federal and seven (7) Australian state and territory legislation do transgender people in the workplace have legal protection under?
b) What would be the impact of not protecting Michelle's workplace rights?

CASE STUDY 1 QUESTION 3
In support of Michael's transition, you are going to develop a transition plan.
a) When should you develop the transition plan?
b) What are the six (6) key elements that you would suggest this transition plan should include?

CASE STUDY 1 QUESTION 4
As well as the transition plan, what other three (3) resources could youuse to assist in managing the potential conflicts relating to Michelle's return to work?

CASE STUDY 1 - MICHAEL: UPDATE #1
Following Information sessions for staff to discuss the matter before Michelle returns from leave, some of the other staff are hostile, asking, ‘When there's only one of her, it or whatever, and there's nearly twenty of us, why is it us who have to be accepting? Why do we have to change?'

CASE STUDY 1 QUESTION 5
As the manager, how could you respond to the hostile staff members and encourage respect?
CASE STUDY 1 - MICHAEL: UPDATE #2
Following Michelle's return to work, one of the previously hostile staff members continues to harass and make derogatory comments in front of Michelle.

CASE STUDY 1 QUESTION 6
What are the four (4) steps (in order) under the Marino Enterprises' Internal Complaints Procedure, that Michelle must follow before starting a formal resolution process? Include a timeline for each step, and assume each step fails to resolve the matter so Michelle needs to know what the next step is.

CASE STUDY 1 QUESTION 7
If Michelle's complaints are not resolved through the informal processes you have described under Question 4 above, outline the formal resolution processes if Michelle then raises a formal complaint directly to the Human Resources Manage? Include the timelines for each step.

CASE STUDY 2 - MUHAMAD
• Louise, a female staff member reports to her manager that Muhamad, a Muslim staff member, never shakes hands with female clients. Louise considers this to be rude and disrespectful to females, and show a total lack of equality. She requests her manager to tell Muhamad that he must shake female client's hands.

CASE STUDY 2 QUESTION 1
What is the most likely underlying cause for this potential conflict situations?

CASE STUDY 2 QUESTION 2
What three (3) objective of the Marino Enterprises Diversity Policy guide how you should deal with this conflict?

CASE STUDY 2 QUESTION 3
List three (3) other resources and assistance you could use to assist in managing the potential conflicts relating to Michelle's return to work?

CASE STUDY 2 QUESTION 4
As Muhamad‘s manager, what are the four (4) key appropriate responses to address Louise's behaviour in this situation?

CASE STUDY 2 - MUHAMAD: UPDATE
• Three (3) weeks have passed and Muhamad comes to you to complain that Louise has cornered him in the photocopy room and told him that he is rude for not shaking hands with female clients. Louise has told you that she cannot work with Muhamad as his behaviour makes her sick!

CASE STUDY 2 QUESTION 5
What are the processes, under the Marino Enterprises' Internal Complaints Procedure available to you as Manager to resolve Muhamad's complaint and encourage Louie and Muhamad to work together?

PART B - DEALING WITH PATRON CONFLICT SITUATIONS
CASE STUDY 3 - BOYS NIGHT OUT
You are the Bar Supervisor and Duty Manager at Champions Sports Bar you and one of your bar staff team members are tending the bar. It is 10.30pm. A group of young men wander into the bar announcing in slurred voices that it is Bill's 21st birthday today. Tom, one of the group, orders a round of shots.
CASE STUDY 3 QUESTION 1
What two (2) potential conflict situations may arise from the arrival of this group of young men at the bar?
CASE STUDY 3 QUESTION 2
What two (2) situations could occur that may threaten the personal safety of customers or fellow staff?
CASE STUDY 3 QUESTION 3
Listtwo (2) resources and other assistance could youuse to assist in managing the potential conflicts and threats to personal safety?
CASE STUDY 3 QUESTION 4
a) What Australian legislation needs to be complied with in regard to serving this group with the round of shots they have ordered?
b) What would be the impact of not following the liquor regulations in relation to this group of patrons?

PART C - DEALING WITH PATRON CONFLICT SITUATIONS (ROLEPLAY)

ACTIVITY 1
CASE STUDY 3 - BOYS NIGHT OUT

You are now to participate in a roleplay to demonstrate your ability to take appropriate action in response to conflicts.
You will roleplay as the Champions Sports Bar Duty Manager with the responsibility for overseeing the responsible service of alcohol requirements, including ensuring the safety of patrons and staff.

Roleplay Cast:
The following individuals will be participating in the roleplay:
- Student being assessed role play as the Champions Sports Bar Duty Manager
- Assessor - roleplay as the Tom, the patron who ordered the drinks
- One other student - role play as the other bartender
- One other student - roleplay as security staff

During the roleplay, you must:
1) take swift and tactful action to prevent escalation of any conflict situations
2) use available resources to assist in managing the conflict situation
3) agree with all parties on the nature and impact of the conflict situation
4) follow the Champions Sports Bar - Refusing Service to Intoxicated Patrons Procedure
5) take responsibility for seeking a solution to the conflict situation, and seek assistance where required
6) Evaluate options to resolve the conflict situation
7) Resolve the conflict using the best available solution
8) Complete any required documentation
9) After the conflict situation has been resolved, in consultation with others, evaluate the effectiveness of how the conflict resolution
10) Determine possible causes of the conflict situation and suggest workplace improvements

Activity 2 - Complete and print the Security Incident Report.

Using the Security Incident Reporttemplate below (or asalso available as a separate handout) complete the Security Incident Report.

CHAMPIONS SPORTS BAR SECURITY INCIDENT REPORT

What is a Security Incident Report?
A Security Incident Report is a document used to record security incidents or threats that have occurred on our premises. Security Incident Reports will be kept in the Incident Register.
Why do we need an Incident Register?
Maintaining an incident register gives us a better understanding of events that may affect the safety of our patrons and staff. It is also a valuable work, health and safety tool, a way to help our business identify risks occurring over time and can help to develop strategies to reduce the risk of alcohol-related violence and anti-social behaviour.
Security incidents include:
• Any behaviour involving threats or aggression
• Refusal to serve a patron because of intoxication
• An intoxicated person refusing to leave the premises.
• Physically evicting a patron
• Entry refused to an intoxicated or disorderly person.
• A patron assaulting another patron or staff within the premises.
• Members or guests creating nuisance when leaving creating local disturbance.
• Unruly, loud and anti-social behaviour
• General complaints in relation to alcohol related activities
When to complete the Security Incident Report

The Security Incident Report will be completed at the time the incident occurs or at the soonest opportunity after the incident. It will assist our club members to complete the report using a standardised method to ensure incident details, including witness details and comments are collected.

Attachment:- Workplacement Cluster Assessment Booklet.rar