You are a team leader at the Righteous Bean Cafe, and you need to resolve the conflict fromAppendix B - Scenario 2. You need to resolve the conflict based on the processes of your organisation, for those using their workplace, provide evidence in the form or policies or procedures of this process. Note that you should only resolve the conflict within the parameters of your own role.

To resolve this you will need to:

• Manage the conflict constructively and by following processes and procedures.
• Communicate the progress of the conflict resolution to internal and external stakeholders.
• Motivate others and engage them to resolve the conflict.

Required: 1) You need to provide the conflict resolution process in the form of a role play of resolving the conflict.

Appendix B - Scenario 2

Lately you have noticed that Jane and Tom haven't been getting along with each other at work. Although they worked well together for the first months, it seems that lately there is a problem. Tom complains that Jane always gets more hours than he does and that she is the favourite staff member of the manager.

After looking at the weekly roster, you notice that over the last month Jane has had consistently more hours than Tom, she usually gets about six hours per week more. You also take a look at the sales data. In June and July, before there was any conflict, Tom and Jane would regularly sell 70-80 coffees on their shift together. However, lately when they work together only 50-60 coffees are being sold. Complaints have also increased. Before there were no customer complaints and now there are several complaints per week.

Appendix C - Righteous BeanStaff Code of Conduct & Conflict Resolution Policy

The Righteous Bean is committed to providing a level of service to its customers that demands high ethical behaviour at all times.

The PRINCIPLES that guide us here are:

• Respect for each other and for our customers.
• Treat other people as you would like to be treated.
• Respect other people's differences.
• Strive to do the best job you can at all times.
• Always keep learning new skills.

All staff at The Righteous Bean are expected to:

• be ethical and honest in all business dealings.
• work to the best of their ability at all times.
• be culturally sensitive and respect individual differences without judgement.

While working at The Righteous Bean, you must AVOID:

• fighting, shouting, yelling or loud, rude and disruptive behaviour.
• gossip, unkind or malicious sarcasm, spiteful or snide remarks aimed at other workers, customers or any other individuals.
• behaviour of any kind that alarms or offends customers or co-workers.

The Righteous Bean expects co-operation from all employees in conducting themselves in a professional, ethical and socially acceptable manner of the highest standards.

Any employee in breach of this policy may be subject to disciplinary action, including termination.

Should an employee have doubts about any aspect of the Code of Conduct, they should seek clarification from the Business and HR Manager.

Conflict resolution

• Conflict resolution is to be handled by or with the assistance of a manager or member of the leadership team.
• Anyone who hears about conflict between two staff members or staff and a customer is to report it immediately to a line manager.
• All conflict resolution is to be noted in the Human Resources logbook and all involved parties will be followed up with a meeting with the Head of Human Resources
• At all times, confliction resolution must abide by the policies and procedures of the Righteous Bean and the relevant State legislation such as the Anti-Discrimination Act

The Righteous Bean is committed to creating a safe and harmonious place for everyone to work at. Discrimination or bullying will not be tolerated. Where possible, the Righteous Bean will seek to mediate and resolve conflict.

When conflict resolution is not possible, the Righteous Bean will terminate the contract of both parties involved in the conflict.