Role-play 4 - Identifying and resolving problems and conflicts

Use the five-step conflict resolution procedure to deal with an issue, problem or conflict you have identified in the Astral Institute Kitchen as your workplace.

The Assessor can give the following issues or conflicts taking place at Astral Institute Kitchen:

- The dish has been prepared and plated for about 8-10 mins and the server has not yet served the guest. The chef is upset and there is a conflict between the chef and the server.

- It is the responsibility of one of the cleaners to clean and mop the floor in the kitchen, but the cleaner has been in a hurry and left it dirty. The chef and the cleaner are arguing about the issue. The Manager of the restaurant has an issue at hand as the employees are arguing and having a conflict.

- It is a busy Friday evening and the oven does not seem to be working fine due to which the staff are using a smaller oven and the service is delayed. The customers are complaining about the slow service. Come up with a solution for the problem.