#10.

How do the following factors cause conflict? Misunderstandings Poor communication Lack of planning Poor staff selection Cultural factors Lack of resources

Misunderstanding:

Poor communication:

Lack of planning:

Poor staff selection:

Cultural factors:

Lack of resources:

#11.

Briefly describe the positive and negative results of conflict, with at least two examples of each.

#12.

Explain how assertiveness is useful in conflict resolution

#13.

Describe negotiation as a conflict resolution technique and list the steps involved in the process.

#14.

Briefly describe what you understand by Active listening, and how it helps in the conflict resolution process.

#15.

What six tips would you give a colleague, on using body language or non-verbal communication in addressing a conflict situation with a customer?

#16.

What is the role of the following in the conflict resolution process?

Counsellors

Mediators

Duty Manager or Senior Staff

In-house security

#17.

Who usually is responsible for contacting the police in a hospitality establishment on sighting a possible threatening conflict?

#18.

How do the following skills contribute to effective workplace communication? Questioning skills Using language style that the other person can relate to

Questioning skills

Using a language style that the other person can relate to

#19.

What is empathy? How does it help when dealing with conflict?

#20.

What four strategies will help you communicate with people from different social or cultural groups?

#21.

What are the organisational and legal requirements for documentation of conflicts? Why is documentation important?

Words:0

#22.

How can you use customer complaints and conflict situations to improve customer service procedures?

#23.

What are the steps for resolving a customer complaint orgnisations will follow? What does this involve?

#24.

What are the regulatory, industrial and legislative requirements related to the handling of complaints and disputes?