Case Study -01

Conflict 1- Customer refusing to leave or be pacified

A restaurant patron is losing their patience and explains to you that they have been waiting more than 45 minutes for their parmy and chips. You try to pacify them and offer them a complimentary dessert. They tell you they don't eat dessert and that a dessert isn't going to rectify the situation. They inform you that they will wait for the parmy and chips and because they have had to wait, they won't be paying for the meal.

You tell the customer that if they are not happy they are welcome to leave the restaurant and seek a meal elsewhere, but you cannot give the meal to them for free. You tell them that you have already tried to pacify the situation by offering them with a complementary dessert.

They are adamant that they will not be leaving and that they will lean against the cocktail bar until their meal has been served to their table

01.Make sure that you describe and use a range of conflict-resolution techniques and communication skills when seeking to resolve the above situations. (300 words)

02.Discuss how this conflict situation got out of hand

03.Discuss how this conflict situation could have been presented

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

Case study -02 Conflict 2-Drug or alcohol-affected person

A customer has been drinking at a local bar all afternoon. When you start your shift your manager in forms you not to serve the person any more alcoholic drinks, as they believe that the customer may be under the influence of either drugs or excessive alcohol.

As you commence your shift you start to clear a few plates and glasses from the beer garden. On your way to the bar the supposedly intoxicated customer shouts across the bar. "Hey, you", he says, be a darling and get me another G&T won't you".

You deliver the empty plates to the kitchen and put the dirty glasses in the dishwasher. You approach the intoxicated person and inform them that you have reason to believe that they may be intoxicated. You continue to tell then that if you serve them another drink you might lose your job.

Tossing a pile of change on the bar top the customer says, "I don't care if you lose your job, honey, just be a doll and pour that drink".

01.Make sure that you describe and use a range of conflict-resolution techniques and communication skills when seeking to resolve the above situations. (300 words)

02.Discuss how this conflict situation got out of hand

03.Discuss how this conflict situation could have been presented

04. If you were employed at the local bar how would have you managed the conflict situation?

Case Study 03

Conflict 3- Person with gun or arms

On your way to your night shift at McDonald's last night you were approached by a customer who was standing at the counter demanding the keys to the bathroom. You said you had not started your shift yet, but once you were settled you would be happy to help.

Once behind the McDonald's service counter you put on your hair net and apron and began your duties for the evening. Your first task is to blanch of four bags of potato chips ready for the drive through rush. As you are doing this the customer that had asked you for the toilet key, yells across the service desk into the kitchen. "hey dude, the key, the toilet key".

The service attendant asks the customer to step to the side why they service other customers and informs them that the toilet key is being used by another customer.

In that instance the customer demanding the toilet key, pulls what looks like a gun from their jacket pocket. The service staff all jump back in horror. The armed customer shoots randomly at the restaurant ceiling, jumps the counter and demands a free chocolate thick shake.

01.Make sure that you describe and use a range of conflict-resolution techniques and communication skills when seeking to resolve the above situations. (300 words)

02.Discuss how this conflict situation got out of hand

03. Discuss how this conflict situation could have been presented

04. If you were employed at McDonald's how would have you managed the conflict situation?