This role play needs to involve a customer refusing to leave or be pacified, leading to a threat of physical violence. Note that this role play will include some aggressiveness from a Bridge Hotel staff member or from a customer who is under the influence of drugs. Speak to your assessor before if you are concerned or feel uncomfortable about this scenario. Your assessor will give you some examples of conflict or you can choose one of your own. (example: a customer under the influence of alcohol refusing to leave, or patrons arguing in the bar, or even worse someone punched another person). Make sure your trainer accepts the topic of your role play. During this role play you must: demonstrate effective communication skills when interacting with those involved use a range of conflict-resolution techniques and communication skills when seeking to resolve the above situations take swift and tactful action to prevent escalation to physical harm identify situations where personal safety of colleagues may be threatened and organise appropriate assistance identify and use relevant resources (policies and procedures) to assist in managing conflic