Students are to work in pairs to role-play one of the following scenarios each. Each student in the pair must choose a different scenario. A customer complaint A conflict among work colleagues Refused entry of a person into a venue A conflict with a drug or alcohol affected person An ejection from premises The student being assessed is the one dealing with the complaint itself. Before commencing the role play, the student must submit a report, in the form of a case study, which clearly describes the situation and identifies the conflict and potential conflicts. This should include the identifying stage of conflict and conflict resolution techniques that could be utilised. Scenarios must be established and explained to the class at the beginning of the role play with students being marked on ability to deal with the conflict following correct and suitable measures. Students must be able to demonstrate and will be marked on their ability to : - Identify potential for conflict quickly and take swift and tactful action to prevent escalation. - Identify quickly situations where personal safety to customers or colleagues may be threatened and organize appropriate existence. - Take responsibility for finding a solution to the conflict within the scope of their individual responsibility. - Encourage all points of view and accept them and treat them with respect. - Use effective communication skills to assist in the management of conflict. - Use accepted conflict resolution techniques to manage the conflict situation and develop solutions. - Handle complaints sensitively , courteously and discreetly. Your trainer assessor will observe you during your role play. Please provide a written report identifying the above points, the stage of the conflict, and the conflict resolution techniques that were used