SITXCOM005- Manage conflict- Assessment Activity Project.v1.0

Scenario: You are working at reception at a Prestige Hotel, when a guest approaches Jemma, a fellow staff member. Her face is flushed, and she has a scowl on her face. She starts to talk to her in a raised voice and explains that she did not receive the wakeup call she had booked, which caused her to miss her flight. She is now not going to make it to day 1 of her 3 day work conference. She demands that the hotel covers her costs for her missed flight, and that the Hotel also pays the cost of the new flight. Jemma is taken aback and gets very defensive. She holds out her hands and tells the guest to calm down, as she was not in charge of the wakeup call. Jemma also explains to the guest that she can still book another flight and make the last 2 days of the conference, so it's not a very big deal. You see the guest getting angrier and step in to assist. 1) Instructions Briefly explain how you would use effective communication techniques to handle this situation by answering the following questions: a) List three (3) non-verbal communication signs that you have observed from the guest b) Outline what non-verbal communication Jemma was exhibiting, and what you will do differently to show empathy and professionalism c) What active listening techniques would you use in this scenario? List a minimum of three (3) d) What would you say to the guest to show empathy towards her situation? e) Explain why Jemma's language style was not appropriate, and what style you will use when speaking to the guest. f) List five (5) appropriate questions you could ask to gather more information in order to assist the guest. Ensure the questioning techniques you use are appropriate to the situation. g) It is company policy that if a wakeup call is missed Prestige Hotel will assist in re-booking flights. Prestige Hotel will not pay the total cost of the new flight, but will incur the costs of any cancelation fees and pay the difference if the new flight costs more than the original booked flight. Explain how you will show empathy to the guests' situation while upholding the organisational policies and procedures. Explain what you can offer as compensation in regards to the flights, and consider what else you may be able to offer as compensation.