Answer each the following questions related to the resources to assist in managing conflict

• counsellors
• internal security staff
• mediators
• other staff members
• police

4.1: When should organisations consider involving counsellors in managing complex or escalated complaints and disputes?

4.2: How can organisations identify and collaborate with appropriate counsellors to assist in managing conflicts effectively?

4.3: Under what circumstances should internal security staff be involved in managing conflicts with internal and external customers and colleagues?

4.4: How can organisations train internal security staff to handle conflicts effectively while ensuring the safety and well-being of all parties involved?

4.5: When is it appropriate to involve mediators in resolving complex or escalated complaints and disputes?

4.6: How can organisations identify and engage suitable mediators to assist in managing conflicts effectively?

4.7: How can organisations leverage the skills and expertise of other staff members to assist in managing conflicts effectively?

4.8: How can organisations train all staff members to recognise and manage conflicts effectively, even if they are not directly involved?

4.9: When should organisations involve the police in managing conflicts with internal and external customers and colleagues?

4.10: How can organisations establish protocols and procedures for involving the police in conflict situations when necessary?

Answer the following questions related to the communication techniques: active listening empathising with the person's situation while upholding organisational policy non-verbal communication and recognition of non-verbal signs language style questioning techniques those appropriate to different social and cultural groups

5.1: How can active listening be employed to resolve complex or escalated complaints and disputes in the tourism, travel, hospitality, and event sectors?

5.2: How can organisations train employees in active listening techniques to improve conflict resolution outcomes?

5.3: How can employees balance empathy with the need to uphold organisational policies when resolving complex or escalated complaints and disputes?

5.4: How can organisations foster a culture that values empathy and understanding while maintaining organisational policy enforcement?

5.5: How can non-verbal communication and recognition of non-verbal signs be used to resolve complex or escalated complaints and disputes effectively?

5.6: How can organisations train employees to recognise and respond to non-verbal cues during conflict resolution processes?

5.7: How can adjusting language style contribute to resolving complex or escalated complaints and disputes in the tourism, travel, hospitality, and event sectors?

5.8: How can organisations train employees to adapt their language style to suit various conflict situations effectively?

5.9: How can effective questioning techniques be employed to facilitate conflict resolution in complex or escalated complaints and disputes? 5.10: How can organisations train employees to use effective questioning techniques during conflict resolution processes?

5.11: How can employees adapt their communication techniques to accommodate different social and cultural groups when resolving complex or escalated complaints and disputes?

5.12: How can organisations train employees to use communication techniques appropriate to different social and cultural groups in conflict resolution situations?

Answer the following questions related to the organisational policies and procedures for complaint, conflict and dispute resolution.

6.1: Which procedures or methods can be used in order to resolve the following complaints escalated by customers? You should answer each question in the form of 3 - 5 points. a) Incorrect pricing of product or service b) Delays or errors in providing products or services c) Misunderstanding of customer requests or communication barrier

6.2: Which procedures or methods can be used in order to resolve the following complaints escalated by customers? You should answer each question in the form of 3 - 5 points. a) Dispute or argument among work colleagues b) Job duties or rosters c) Lack of competence