You will be observeddemonstrating how you resolve 3 escalated complaints or disputes (to be selected from the list below/"Nature of problem") with customers. When solving the complaints or disputes you are required to apply a range of conflict-resolution techniques and communication skills. The observation criteria below provide an indication of the expected performance requirements.

Instance

Date

Duration from ... to...

Nature of problem(3 must be selected in total for instances 1-3)

Instance 1:

28/05/18

refused entry or ejection from premises

Brief Overview of the nature of problem:a wedding reception is booked at the function centre where you work. All the guests are inside and the bridal party arrive you notice the Bride is slurring her words, she is swaying a little bit her eyes are very red and you smell alcohol. You are the manager and suspect she is intoxicated and as such she must be refused entry to the establishment.