1. Role play 1. Read the scenario. You are working as the supervisor of the Bridge Hotel. It's Mother's Day and the kitchen has been under pressure since the early breakfast Service. As part of the Bridge Hotel's Mother's Day promotion, the kitchen has been providing take away service for families who prefer to stay at home and celebrate. Customers who purchase take away can order from an 'abbreviated menu (meaning they do not have access to the full range of menu items as in-house diners) and the Bridge Hotel will have delivery drivers send out the meals. The busy lunch service is almost over and you are just about ready to breathe a sigh of relief. One of the wait staff approaches you and hands you the phone. The customer on the other end of the line is not happy and this is the second time they have called today. They have asked to speak to the manager as no one else is able to help them. The role play will begin at this stage. During this role play you must: demonstrate effective communication skills when interacting with the customer take swift and tactful action to prevent escalation identify and use relevant resources (policies and procedures) to assist in managing conflict establish and agree on the nature and details of conflict determine impact of the conflict respond to the customer in a sensitive, courteous, respectful, and