1	Describe two commonlyoccurringconflict situationsforthe following industries and describethree causes of each.
Tourism	2 Conflict situations	3 Causes of conflict situations
Travel	1. 2.
Hospitality
Events

2	Describe indetail each of the followingconflict theories:
*Signsofconflict
*Stagesofconflict
*Levelsofconflict
*Factorsinvolvedinconflict

*Conflictresolution(results)
3	Explain indetailthe following conflict-resolution techniques.
*Assertiveness
*Negotiation
*Useofappropriatecommunication
4	Whenresolvingaconflictsituation,whyisitessentialthatyouareabletouseofappropriatecommunication technique?
5	There aremany resources that canbe used to assist in managing a conflict situation. Provided abrief example of when each of the resources wouldbe used to resolve a conflict situation.
*Councillors
*Internalsecuritystaff
*Mediators

*Otherstaffmembers
*Police
*Seniorstaff
6	To effectiveresolve any conflict situationyou will needto deploy exceptional communicationtechniques. Provide an outline of the following.
*Activelistening
*Empathisingwiththeperson'ssituation
*Upholdingorganisationalpolicyduringconflictresolutionprocess
*Recognitionofnon-verbalsigns
*Non-verbalcommunication

*Languagestyle
*Questioningtechnique
*Assertiveness
*Negotiation
7	Describe three communication strategies that are appropriatelysuited todifferent socialandculturalgroups.
8	Provided an overview of the following organisational policies and procedures forcomplaint,conflict and disputeresolution process.
*Complaintresolution
*Conflictresolution
*Disputeresolution