Session 12

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Session Outcome At the end of this session you will be able to define different types of conflicts and how to overcome them. At the end of this session you will be able to define different types of conflicts and how to overcome them. 4

Text Book Reading Hospitality Management – by Lynn Van der Wagen & Anne Goonetilleke – Chapter 3

Activity  What does conflict mean to you? 6

What is Conflict?  Any situation that leads to disagreement between two or more individuals.  Conflict, when handled appropriately can: Improve working relationships. Improve working relationships. Improve customer service. Improve customer service. Increase productivity. Increase productivity. Increase opportunities for self development. Increase opportunities for self development. 7

What Types of Conflicts Are There? Within yourself. Within yourself. Between you and a colleague. Between you and a colleague. Between you and a guest. Between you and a guest. Between organisations. Between organisations. Between customers. Between customers. Conflict is not always negative.???? Conflict is not always negative.???? 8

Conflict Within Yourself This type of conflict arises when you are in two minds about something. This type of conflict arises when you are in two minds about something. It can relate to work, social or personal issues. It can relate to work, social or personal issues. 9

Conflict Between You and a Colleague  This type of conflict frequently arises in the workplace.  It may result from any number of issues including: Cultural differences. Cultural differences. Personality differences. Personality differences. Differences in values. Differences in values. Work ethics. Work ethics. 10

Conflict Between You and a Guest  Conflict between you (the venue) and a guest is likely to arise because of an inability to meet guest expectations.  Examples include: a)Poor service standards b)Poor cleaning standards c)Poor product quality d)Bad attitudes 11

Conflict Between Organizations  Conflict between organizations is sometimes referred to as competition (when it is between two similar organizations). This type of conflict can be positive.  Conflict between the venue and other organizations may include conflict with: Suppliers Suppliers Unions Unions 12

Conflict Between Customers  This type of conflict can arise between customers for many reasons such as: Alcohol or drugs. Alcohol or drugs. Emotions or attitude. Emotions or attitude. This often can occur when two individuals have a misunderstanding. This often can occur when two individuals have a misunderstanding. Often this may lead to violence if not quickly identified and dissolved. Often this may lead to violence if not quickly identified and dissolved. When others are put in danger it is important to act swiftly, fairly and within your rights. When others are put in danger it is important to act swiftly, fairly and within your rights. 13

Causes of Conflict  Cause of conflict arise for any number of reasons: Different expectations Different expectations Communication barriers Communication barriers Motivation factors Motivation factors Cultural values Cultural values Personality Personality Safety and security Safety and security Organizational structure Organizational structure Organisational change Organisational change 14

15 Causes of Conflict Diagram

Other Causes of Conflict Attitude Attitude Stress levels Stress levels Experience Experience Training Training Frame of mind Frame of mind Skill level Skill level 16

How Do You Recognize Potential Conflict? 17 Body language Listening Feedback

Body Language  There are two different types of body language: Open - this is positive body language which is well received. Open - this is positive body language which is well received. Closed - this is negative body language which is typically shut off. Closed - this is negative body language which is typically shut off. 18

Body Language Someone tapping their finger or feet (impatience). Someone tapping their finger or feet (impatience). A frown or a snarl (anger). A frown or a snarl (anger). Arms crossed (defensive). Arms crossed (defensive). Poor eye contact (not listening to us). Poor eye contact (not listening to us). Aggressive action, such as finger pointing or arm waving. Aggressive action, such as finger pointing or arm waving. Shrugging the shoulders (not interested). Shrugging the shoulders (not interested). Shaking of the head, eyes closed (they don’t agree with what we are saying). Shaking of the head, eyes closed (they don’t agree with what we are saying). 19

Listening for Conflict  Some of the signs indicating potential conflict include: The pitch of their voice may rise or lower. The pitch of their voice may rise or lower. The rate (speed) of their speech may increase or slow down. The rate (speed) of their speech may increase or slow down. The tone of their voice may be sarcastic or condescending. The tone of their voice may be sarcastic or condescending. They may be accusing us of something (you're the one who messed up, so you fix it’). They may be accusing us of something (you're the one who messed up, so you fix it’). They may be telling us how to behave(‘perhaps you should get a better attitude’). They may be telling us how to behave(‘perhaps you should get a better attitude’). 20

Feedback  It is important to listen to feedback  You may receive feedback from: Colleagues Colleagues Customers both internal and external Customers both internal and external Industry Industry All feedback should be assessed for its worth All feedback should be assessed for its worth All feedback should be valued All feedback should be valued 21

If You Have Identified a Potential Conflict Situation: Do not ignore it. Trouble does not go away. If not dealt with, conflict will escalate. Do not ignore it. Trouble does not go away. If not dealt with, conflict will escalate. Immediately address the situation. Take responsibility for resolving the issue. Immediately address the situation. Take responsibility for resolving the issue. Remain calm and polite. Do not act in a negative manner. Remain calm and polite. Do not act in a negative manner. If needed, seek assistance. Ask your peers for help. If needed, seek assistance. Ask your peers for help. Do not react in a personal manner. Do not react in a personal manner. 22

Stages of Conflict  There are 5 stages of a Conflict: Stage 1: Unease Stage 1: Unease Stage 2: Episode Stage 2: Episode Stage 3: Misunderstanding Stage 3: Misunderstanding Stage 4: Stress Stage 4: Stress Stage 5: Crisis Stage 5: Crisis 23

Stage 1: Unease Feeling uncomfortable around the person / persons we are having a conflict with. Feeling uncomfortable around the person / persons we are having a conflict with. How we react to these feelings will determine if the conflict moves to the next stage. How we react to these feelings will determine if the conflict moves to the next stage. 24

Stage 2: Episode Is likely to result from an unsatisfactory exchange between the conflicting parties. Is likely to result from an unsatisfactory exchange between the conflicting parties. How we react to this episode will determine if the conflict moves to the next stage. How we react to this episode will determine if the conflict moves to the next stage. 25

Stage 3: Misunderstanding We start to attribute thoughts, feeling or motives to the other person. We start to attribute thoughts, feeling or motives to the other person. This creates tension. This creates tension. We expend energy thinking, worrying and fretting about the incident. We expend energy thinking, worrying and fretting about the incident. 26

Stage 4: Stress If the conflict is not yet resolved, we will feel a greater anxiety about it. If the conflict is not yet resolved, we will feel a greater anxiety about it. We may become hostile towards the person we are having the conflict with. We may become hostile towards the person we are having the conflict with. This may lead to great physical and mental stress beyond our control. This may lead to great physical and mental stress beyond our control. 27

Stage 5: Crisis If conflict is not resolved yet the situation will become untenable. If conflict is not resolved yet the situation will become untenable. We will be unable to function effectively on a day to day basis. We will be unable to function effectively on a day to day basis. This will be reflected onto the person we are having the conflict with or our work and working environment. This will be reflected onto the person we are having the conflict with or our work and working environment. 28

Solving Conflict Situations Finding a solution to a conflict is not necessarily an easy task, it frequently requires us to explore areas we would sometimes rather avoid. Finding a solution to a conflict is not necessarily an easy task, it frequently requires us to explore areas we would sometimes rather avoid. Avoiding the conflict escalates the problem in the long term. Avoiding the conflict escalates the problem in the long term. The goal should be to resolve the conflict quickly and satisfactorily. The goal should be to resolve the conflict quickly and satisfactorily. 29

How do you resolve Conflict Situations? If conflict indeed arises, it is important that action be taken that satisfies all parties. If conflict indeed arises, it is important that action be taken that satisfies all parties. The quicker a problem is addressed, the quicker it is likely to be resolved and there is increased likelihood the conflict will not grow into a potentially harmful situation. The quicker a problem is addressed, the quicker it is likely to be resolved and there is increased likelihood the conflict will not grow into a potentially harmful situation. 30

Conflict outcome: Lose - A lose-lose conflict resolution results in all parties being unhappy and dissatisfied. A lose-lose conflict resolution results in all parties being unhappy and dissatisfied. In a hospitality environment, this is likely to result in loss of a guest and / or poor working relationships between colleagues. In a hospitality environment, this is likely to result in loss of a guest and / or poor working relationships between colleagues. 31

Conflict outcome: Win - Lose In this situation, one party to the conflict wins, while the other loses. In this situation, one party to the conflict wins, while the other loses. In a hospitality environment, this too can lead to lose of a guest and/or poor working relationship between colleagues. In a hospitality environment, this too can lead to lose of a guest and/or poor working relationship between colleagues. 32

Conflict outcome: Win - This outcome satisfies all parties. This outcome satisfies all parties. In any environment, this is the most desired outcome. In any environment, this is the most desired outcome. Guests will feel satisfied that their conflict was managed well and colleagues are more likely to have better working relationships. Guests will feel satisfied that their conflict was managed well and colleagues are more likely to have better working relationships. 33

To Get to Win - Win You must be:  You must be: Willing to acknowledge that people have a right to complain. Willing to acknowledge that people have a right to complain. Willing to co-operate in the conflict resolution strategy. Willing to co-operate in the conflict resolution strategy. Able to assert what you want. Able to assert what you want. Able to accept and respect others point of view. Able to accept and respect others point of view. Able to identify and practice appropriate conflict resolution techniques. Able to identify and practice appropriate conflict resolution techniques. 34

Steps to take Gather information Gather information Clarify Clarify Have Empathy Have Empathy Offer solution Offer solution Come to decision Come to decision Implement the outcome Implement the outcome 35

Role-play After delivering a drink to a table in the lounge, the customer returns to inform you that it is the wrong drink. After delivering a drink to a table in the lounge, the customer returns to inform you that it is the wrong drink. A female customer informs you that a male is making her feel uncomfortable. A female customer informs you that a male is making her feel uncomfortable. A customer complains that their steak is overcooked. A customer complains that their steak is overcooked. 36

Next Session And how do we resolve conflict? And how do we resolve conflict? Is it all that bad? Is it all that bad? Are there any positives from it? Are there any positives from it? Too much for today, we’ll talk next time! Too much for today, we’ll talk next time! 37