Briefly describe the conflict and discuss what you did or would do if this occurred in your workplace or one you are familiar with.

01.

Scenario 1- Incorrect pricing of product

In this scenario students will play the roles of waitperson and unhappy customer. The customer will dine at the caf and be provided with the account once finished. The customer will look over the account in fine detail. The customer will then approach the caf counter and voice her anger over the incorrect pricing of some of the products.

Supportive script;

Set up; caf waitperson has already taken the customer's order. The customer is almost finished and is ready for the account. The caf waitperson is signalled by the customer with sign language that indicates they would like the account.

Caf waitperson

Approaching the table, the caf waitperson says;

"Hi, how was everything? Did you want the account?

Unhappy customer

"Everything was great, yes I would like the account thank you"

Caf waitperson

The caf waitperson leaves and returns to the table with the customer's account.

Caf waitperson sets the account down on the table in front of the customer

"There you go, when you're ready to fix the account just pop up to the counter and pay your account there"

Caf waitperson returns to the caf counter.

Unhappy customer

"Thank you, will do"

The customer glances over the bill, displaying signs of negative and bad body language. The customer leaves the table and approaches the counter with the account in their hands.

Caf waitperson

Caf waitperson looks up and greets the customer.

'Hi again, just wanting to fix your account?

Unhappy customer

Looking angry

Yes, but I need to point out that you have over charged me on the Egg and Bacon Brioche. The menu has the Brioche at $4.85. You have charged me $5.85.

Caf waitperson

Taking the account from the customer

"Are you sure? Let me have a look? Oh, I see. Well, the menu is outdated, I think the chef was going to update that today. We have to go by what the register says, and the register says that an Egg and Bacon Brioche is $5.85. So, your account comes to a total of $14.75. How will you be paying for that today? Is it just a pay way?

Unhappy customer

Raising their voice and stamping their hand on the counter.

"Excuse me, but I don't think you don't understand, the menu says $4.85, that is the price I should be paying. If you are not going to do the right thing, can I speak with the manager then?

Caf waitperson

Looking up from their mobile phone.

"Soz, the manager isn't here today. How about you just pay the account and come back tomorrow, and the manager will help you clear up your account. Unhappy customer

"Look just pay-way my card. I won't be coming back here again. Tell your manager that they need to be more organised and that they can't say something is one price and sell it for another. I won't be coming back or recommending anyone to your crummy caf.

Discuss how this conflict situation got out of hand

Discuss how this conflict situation could have been presented

If you were employed at the caf how would have you managed the conflict situation?

Reverse roleplay so students play the roles of both the customer and the waitperson.

02.

Scenario 2- Fault with product

In this scenario students will play the roles of hotel front office manager and the hotel guest. The customer will stay two (2) nights at the hotel. On checkout she will complain about the air-condition not working and having no access to the internet.

Supportive script;

The hotel guest checked into the hotel two (2) days ago and approaches the front desk to finalise their account. During the past two (2) days the guest has informed the front office staff and housekeeping staff that the air-conditioner was not working and that they could get no internet access.

Hotel guest

With suitcase in hand, hotel guest makes their way to the front desk.

"Good afternoon, I would like to check out. Plus, I have a few things I need to discuss with you about the services provided".

Front Office Manager

Looking up from your telephone you respond.

"Excuse me, but can't you see that I am on the telephone to an important guest? Please take a seat in our business centre and I will be with you in a moment"

Front office manager points to hotel business centre.

Hotel guest

As the hotel guest takes a seat, she replies by yelling across the foyer to the front office manager.

"Well, I hope that the moment is better than the internet and air-conditioning"

Front Office Manager

The front office manager ends the call with the important guest.

"Thank you for calling today, I will make sure that you receive a refund because the air-conditioning and internet did not meet your expectations and needs, once again my team and I apologise for the discomfort and inconvenience cause during your stay".

The front office manager looks over at the hotel guest.

"Hi, I am ready to check you out of the hotel now, if you would like to come to the desk".

Hotel guest

Hotel guests makes their way to the front office desk. As they approach the desk they say.

"I overheard your conversation with your "important guest" and hope that you are going to compensate me for the same service issues".

Front Office Manager

"Your room was 436, I can't see any service issues logged against that room number". Did you report these issues? What were the issues?

Hotel guest

Showing signs of getting angry and upset

"Look here, I reported the internet and air-conditioning was not working, like 1 hour after I checked in. I think I may have spoken to you".

Front Office Manager

Standing with their hands on their hips. Looking into the computer screen.

"What day was this, I can't see any information about your complaint?

Hotel guest

"It was the night before last. I came down in my dressing gown. You complimented me on my slippers".

Front Office Manager

Looks up from the computer screen.

"Well, that's where you have it all wrong, I wasn't working the night before last, and I have never seen your slippers. If you want me to check you out, you will need to allow me to do it".

Hotel guest

"OMG this is outrageous, where is the manager?

Front Office

Manager "I am the manager"

Hotel guest

Hotel guest starts to make her way to the hotel exit

"Look I'm in a hurry and don't need this. Just send the account to my address. I can't wait to get home to leave negative feedback on your website and tell everyone NEVER to sat here".

Discuss how this conflict situation got out of hand

Discuss how this conflict situation could have been presented

If you were employed at the caf how would have you managed the conflict situation?

03.

Scenario 3- Refused entry premises

In this scenario students will play the roles of bar patron and bar security. The bar patron has spent the morning at the Melbourne Cup and has arrived at the cocktail bar by bus. Their shoes in their hand, and a wobble in their step. The bar security has been informed about the bus and instructed not to let intoxicated patron coming from the Melbourne Cup, into the bar area.

In preparation for the arrival of the intoxicated patrons arriving by bus from the Melbourne Cup, staff are worded up and given strict instructions about responsible service of alcohol and their role in ensuring the venue is a safe intoxicated free environment.

Bar patron

Approaches the hotel entrance with shoes in hand and a wobble in their stride.

"Hi there Mr security man. How's about letting a thirsty person like me into your fine establishment for a wonderful champagne or two."

Bar security

With a frown on their face.

"Look I would love to be allowed to let you in, but I have a feeling that you don't really need any more champagne. I can gladly get you a glass of water, or something to eat.

Bar patron

Raising their arms and flapping their hands around

"You are making excuses; you don't like people like me. You know, culturally different. I want to speak with your manager. You are racist."

Bar security

Touching the patrons should and gesturing their motion

"Why don't you take a seat over there under the shady tree and I will get someone to bring you some nice cold water?

Bar patron

In an uncontrollable rant

"Don't you touch me, you racist. This person is a racist don't go into the hotel; they are all racist".

Bar patron

The patron walks off and continues to rant as they walk away from the hotel.

"Don't go to that hotel, they are all racist bigots. The food is terrible, and the champagne is off. Oh, and did I say they are racist.

Discuss how this conflict situation got out of hand

Discuss how this conflict situation could have been presented

If you were employed at the caf how would have you managed the conflict situation?

Resolve team member disputes in relation to three (3) of the following complex matters:

Job duties or rosters

Worker mistake

Cultural misunderstanding

04.

Scenario 4- Job duties or rosters

Michelle works at a local caf and attends work as per her rostered shift. Today she is rostered in the kitchen as the kitchen hand has called in sick. Michelle's main role is as a waitperson, and she has never worked in the kitchen before.

Michelle arrives for her shift expecting to be working in her regular role as a waitperson. Her boss informs her that she will not be working on the floor today and that she will be required to assist the chef with a variety of kitchen duties.

Michelle is not happy with this and tells her boss that working in the kitchen is not part of her job role. She says she does not feel comfortable working in an environment she has no experience in.

Michelle's boss threatens her and says if she does not commence her shift in the kitchen, he will take her of the roster. Michelle informs him that as a full-time staff member he cannot take her of the roster.

The boss then informs her that is she does not do as directed she will dismiss her for insubordination and for not doing as she is asked.

Michelle mentions that if he does this, she will report him to the workplace ombudsmen for unfair dismissal and that he will get a bad reputation and now one will want to work at his crappy caf.

Michelle undoes her apron, throws it to the floor and storms out.

Her boss yells from the footpath, "If you keep walking, don't bother to come back".

Discuss how this conflict situation got out of hand

Discuss how this conflict situation could have been presented

If you were employed as the manager at the caf how would have you managed the conflict situation?

05.

Scenario 5- Worker mistake

It is a busy Friday night at your local Pizza restaurant. You have invited friends over for a Netflix evening and have decided to take a trip down to the new restaurant and check out what Pizza's they make. You have a total of eight friends over, they all love any type of Pizza, except Margie is gluten intolerant and allergic to mushrooms.

Glancing over the takeaway menu you ask the counter hand if there are options for people that have food allergens or are intolerant to certain things. You are told that the restaurant takes allergens very seriously and has strict procedures in place to prevent any risks to its customers.

On hearing this you are confident that this Pizza restaurant will be able to meet the dietary requirements of your guest. You place an order for three large Meat Lovers, two medium Satay Chicken and one small vegetarian, minus mushroom extra spinach on a gluten free base. You also order several varieties of soft drink.

The new kitchen hand is responsible for preparing the pizza orders and the pizza crusts. He is busy preparing the new order and makes sure that he checks to order requirements several time, so as not to make a mistake.

He is halfway through the preparation and has been asked to leave what he is doing as there are a few orders piling up that need to be delivered. Consequently, someone else in the kitchen takes over from him and finishes completing your order.

You order is cooked and served to you in a timely manner, and you make your way home to your hungry guests.

You open all the pizza's and tell your guest to help themselves. Margie digs into the pizza that you have said was especially made for her. A vegetarian, no mushrooms, gluten free base. All is going well.

Everyone is enjoying the pizzas and the new season of "Handmaiden's Tale".

Several hours have past and most of your guests have fallen asleep in front of the toasty heater. You notice that Margie is not in the room. You investigate and find Margie passed out in the bathroom. You notice the swelling of her lips, face, tongue and throat or other parts of the body. You notice also that she is having trouble breathing. Margie is able to whisper to you that she has abdominal pain, is feeling nausea and lightheaded.

You call an ambulance and while you are waiting for it to arrive you try and call the pizza restaurant to inform them of the situation. They are closed, but you can leave a voice mail. You briefly explain the situation and ask for the manager to call you back as soon as possible.

Margie has suffered an allergic reaction to mushrooms and gluten. She is hospitalised for four days as a result. The day of her release you get a telephone call from the kitchen hand at the Pizza restaurant.

The manager is unavailable as they are on annual leave and will not be back in the country for another 6-8 weeks. He says that everyone is trying to operate the business the best way they can. You mention the allergic reaction and demand an apology and at least an explanation as to why this could happen. The kitchen hand informs you that they will get the chef to call you when they arrive for their shift.

The chef calls and implies that Margie's condition has nothing to do with the pizza's he prepares at the restaurant. He informs you that all the restaurant staff have completed their food safety hander certificate. He informs you that it must have been something else Margie ate before the pizza.

Luckily Margie did not finish the whole pizza and you were able to keep a slice. On investigation you notice small dark food particles that resemble mushroom. You show your friends, and they suggest that you get the piece of pizza professionally analysed.

Discuss how this conflict situation got out of hand

Discuss how this conflict situation could have been presented

If you were employed at the pizza restaurant how would have you managed the conflict situation?

06.

Scenario 6- Cultural misunderstanding

Steven works as a gardener at the new Carlton Gardens bar and bistro. The rooftop is amassed with lilies of the valley, ornamental orchids and a variety of tropic palms. His role is to maintain the large entertaining space on the rooftop, plus the function room indoor terrarium. Steven completed his degree in Horticulture and Landscape in his hometown of Laos before moving with his family last year to Melbourne.

Steven has been employed with the new Carlton venue for the past seven months and everything has been going along nicely. He has made some good workplace friends and gets on well with his superiors.

Well at least until last Friday. Something happened in Steven's workplace and things have not been to same since. Last Friday the Carlton Gardens bar and bistro held an all-day function for the regional farmers of Western Australia. The demographics indicated that people attending the event had little to no exposure to the culturally diverse city landscape.

Over the period of the day, Steven was exposed to verbal abuse from some of the farmers. Comments implying that he should go back to where he came from and that he hasn't got the knowledge about Australian gardens were bantered around.

Some of the farmers even lit cigarettes and butted them out in parts of the exotic garden. When Steven confronted the farmers about what they had done, they told him to go chew his sticky rice and implied that that is all Laos people ate.

Steven is most upset about the misconception and total lack of ignorance towards him and his native people.

Discuss how this conflict situation got out of hand

Discuss how this conflict situation could have been presented

If you were employed at the Carlton Gardens bar and bistro how would have you managed the conflict situation?