Instructions for students Working with a partner you are to prepare to be asked about three (3) scenarios. You need to answer as the shift Manager of ACA Hotel, complaining customer or colleague and third-party observer. For satisfactory results, the student will be able to show knowledge and understanding of assertiveness active listening, non-verbal communication, negotiation and other appropriate communication to resolve and complete the scenario. These need to be within the policies and procedures of the company. Scenario: A customer in the bar, approaches and seems to have been drinking (They has been in the bar area for several hours) and starts to be aggressive towards you, over the meal you have just given them. You feel that there is potential that the customer is going to escalate a small problem, of the wrong sauce on the meal into something more. Use the appropriate techniques with the customer and assistance from others (May be available) to rectify this situation within guideline. Your Task is to: Assess and resolve the situation within guidelines and confirm solution with the customer. Key information required for "satisfactory" result (tick Assessor notes when provided) Listen to the customer/ identify the issue Assess the situation (safety and objective of customer) Take responsibility/ Use techniques Offer resolution/ confirm with customer Ensure fits within workplace guidelines Observation checklist