1. Dealing With Conflict Situations
SITXCOM003A
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Dealing With Conflict Situations

3. On completion of this chapter you will be able to:
Define conflict and explain the different types of conflict
Identify the different causes of conflict
Recognise potential conflict situations
Explain the stages of conflict
Resolve conflict situations
Use a range of conflict resolution techniques
Develop communication skills in conflict resolution
Implement conflict resolution techniques
Respond to customer complaints
Develop a complaint handling/problem solving strategy
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4. ACTIVITY: Class Discussion: -
Think about the last time you had reason to complain
What was the last complaint about?
How did the person you complained to, handle the situation?
Did you feel satisfied – If yes, what did the other person do to resolve the problem?
If No – what do you feel they could have done to resolve the situation and how did that leave you feeling?
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5. What is Conflict?
Any situation that leads to disagreement between two or more individuals.
Conflict, when handled appropriately, can lead to:
Improved working relationships
Improved customer service
Increased productivity
Increased opportunities for self development
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6. OUTCOMES OF CONFLICT?
CAUSES OF CONFLICT
COMMON RESPONSES TO CONFLICT
STAGES OF CONFLICT
DANGERS OF UNRESOLVED CONFLICT

7. What Types of Conflict are there?
Within ourselves.
Between us and a colleague.
Between us and a customer .
Between organisations.
Between customers.
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8. Conflict within ourselves
This type of conflict arises when we are ‘in two minds’ about something.
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9. Conflict between us and a Colleague
This type of conflict frequently arises in the workplace.
It may result from any number of issues including:
Cultural differences
Personality differences
Differences in values or work ethics
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10. Conflict between us and a customer
Conflict between us and a customer is likely to arise because of an inability to meet customer expectations.
Examples include:
Poor service standards
Lack of professionalism
Poor product quality
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11. Conflict between Organisations
One type of conflict between organisations is sometimes referred to as competition (when it is between two similar organisations). This type of conflict can be positive.
Conflict between the organisation and other organisations may also include conflict with:
Suppliers
Unions
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12. Conflict between customers
Conflict sometimes arises between customers.
This type of conflict must be quickly and diplomatically managed.
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13. Causes of Conflict Conflict arises for any number of reasons:
Different expectations
Communication barriers- MOST COMMON
Motivation
Cultural values/Differences in values
Personality
Safety and security
Organisational structure
Organisational change
Fear –people don’t get along because they fear each other.
People fear each other because they don’t know each other.
They don’t know each other because they have not properly communicated with each other
Differences in goals, expectations
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14. But before dealing with the conflict, make sure you understand the situation and what is happening: identify the real difference that is causing the conflict. Is the problem a difference in the facts, goals, methods or values? By understanding the situation and the real cause of the conflict, you will be better equipped to choose from the range of constructive responses suited to conflict resolution’ Source: Dwyer, J. (1997) The Business Communication Handbook 4th Ed (p100)

15. Activity : Fact Sheet
Let’s have a look at the following scenario and try to identify where a conflict may have occurred. A restaurant has been selected as the setting, but of course the principles are the same wherever you work in tourism or hospitality.
Imagine that a couple enters your restaurant. You greet them with the usual pleasantries, saying, Good evening sir, madam. A table for two?
The gentleman responds, Well, does there look to be more than two of us? The waiter shows the couple to their table. He gives them the menu and asks if they would like a pre-dinner drink. With that the man responds, We have not even had a look at the drink list, how would we know what we would like to drink? The waiter responds, I will leave you for a few minutes to think about it.
It is clear that a conflict in manner has been established. The waiter is handling the aggression by choosing to ignore the remarks.
The evening continues with the customers making unkind remarks about the food and service. Unfortunately, they did not feel that their needs were met or their expectations were fulfilled.
There could be several alternatives to the ending of this scenario. To what degree do you feel this conflict could escalate? How could the situation be handled to encourage a successful outcome? Think of two possible tracks the scenario could take. Write them down here, and identify which one of the two appears to have the most potential for resolving the conflict.