Part A

Mandy booked her 40^th birthday party 4 months ago at Lulu's 2 Chef Hat restaurant for her family and friends.Upon arrival at the event, there was confusion as to the booked number of guests - the restaurant had her booked for 20 people and there were 25 guests arriving on the night. The host mishandled the confusion by blaming Mandy for incorrectly booking the number of guests. Mandy became so upset that she started crying and demanded to speak to a manager.

You are to play the role of the manager and another classmate will play the role of Mandy. You are to use effective conflict resolution techniques to manage the conflict.

Part B

One of Mandy's guests, Bob, has arrived wearing a singlet and boardshorts and has been refused entry into the premises due to their strict dress code. Bob has become very aggressive towards the host and demands to be let in.

You are to play the role of the host and another classmate will play the role of Bob. You are to use effective conflict resolution techniques to manage the conflict.

Part C

Bob is becoming physical and verbally aggressive and is threatening to hurt somebody if he is not allowed in. You are to role play the host and another classmate will play the role of Bob. You are to now identify and use resources to assist in managing the conflict (these resources can be role played by other classmates).

Part D

The police have arrived and removed Bob from the premises. Your manager has asked you to complete an incident report form for this conflict and give this to them.

Conflict Incident Report Form

Date of the Conflict:___________ Time of the Conflict:___________

Names of People Involved in the Conflict:

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

Details of the Witness:

___________________________________________________________________________________

___________________________________________________________________________________

Detailed Account of the Conflict:

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

Actions Taken:

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

Actions to Prevent Recurrence:

___________________________________________________________________________________

___________________________________________________________________________________

Name of Person Completing Form:_______________________________________________________

Signature: ____________________________________ Date: ______________

Part E

Upon arrival, Mandy's guests were given a round of drinks, entre and mains were ordered at 7:45pm. It is now 8:30pm and there is no sign of the entrees being ready to serve. Mandy and her guests are getting very hungry and are starting to show signs of intoxication.Bob's wife, Judy, is starting to complain about the service loudly enough for other customers to hear.

You are to play the role of the food and beverage attendant looking after their table and another classmate will play the role of Judy. You are to use effective conflict resolution techniques to manage the conflict.

Part F

After meeting with Judy, you are now going to check in with the chef to see where the entrees are at. The chef can't find the docket for the orders and is getting frustrated at being disturbed while he's busy preparing other orders. You find the docket at the bottom of the pile of orders and he yells at you for putting it in the incorrect place.

You are to play the role of the food and beverage attendant and another classmate will play the role of the chef. You are to use effective conflict resolution techniques to manage the conflict.