1. SITXCOM003A Dealing With Conflict Situations sriram.ramanathan@tafensw.edu.au

2. W HAT IS C ONFLICT ? 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

3. W HAT T YPES OF C ONFLICT ARE THERE ? Within ourselves. Between us and a colleague. Between us and a customer. Between organisations. Between customers.

4. C AUSES OF C ONFLICT 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

5. 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 4 th Ed (p100)

6. ACTIVITY: Class Discussion: - 1. Think about the last time you had reason to complain 2. What was the last complaint about? 3. How did the person you complained to, handle the situation? 4. Did you feel satisfied – If yes, what did the other person do to resolve the problem? 5. If No – what do you feel they could have done to resolve the situation and how did that leave you feeling?

7. THE BEGINNINGS OF CONFLICT Misunderstanding and Communication barriers are main causes of conflict:- These occur because: 1. People do not listen to each other 2. Are not prepared to talk and resolve the situation 3. Do not understand cultural differences and are not prepared to make allowances for them

8. H OW DO YOU RECOGNISE POTENTIAL CONFLICT ? Potential for conflict can be readily identified where any of the causes of conflict exist. For example, if you or a colleague are unable to meet each others, organisational or customer expectations, conflict may arise. You can also recognise potential for conflict by observing body language and by listening. Barriers in communication…..

9. B ARRIERS T HAT C AUSE C ONFLICT Not paying attention – causing frustration, annoyance – unprofessional/distraction - If you have answer the phone please ensure that you excuse yourself. No Eye Contact – results in showing of disinterest but uncomfortable too. Interrupting – when someone is trying to talk to you or finishing their sentences for them – Tone of Voice – arrogant, demanding, anger, whining etc - ensure that you remain objective Sarcasm – show patience and understanding as sarcasm can only ignite the situation

10. B ARRIERS T HAT C AUSE C ONFLICT Rudeness – is totally unacceptable in hospitality and there is no excuse for this. Cultural Differences – try and familiarise yourself with the culture you are dealing with to avoid conflict as a result of you ‘misunderstanding cultural beliefs, manners & protocols’

11. R ECOGNISING POTENTIAL FOR CONFLICT THROUGH B ODY L ANGUAGE Body language (non verbal communication) is a powerful way to express thoughts and feelings. Being able to recognise negative body language can help identify potential for problems. However, do not read body language signals in isolation; consider the entire context of the situation.

12. B ODY LANGUAGE – HOW DOES IT LOOK

13. R ECOGNISING POTENTIAL FOR CONFLICT Not only what a person is saying but how they are saying it can indicate potential for conflict. For example, as people become frustrated, angry or impatient, Their pitch may rise Their rate of speech may increase Their tone may change – boredom, sarcasm, irritation They may accuse you of something They may tell you how to behave Aggressive Body Language Narrowing of eyes – intimidating you Flared nostrils – anger building, taking deep breath.. Tapping of fingers or feet - impatience

14. R ECOGNISING POTENTIAL FOR CONFLICT Stretched muscles – especially jaw line showing that anger is building! Difficulty in discussing the issue calmly and rationally If the signs are not recognised and acted upon then.. Voice is further raised maybe even shouting Body leaning forward – intimidating Hand gestures – finger pointing etc Storming out of room, slamming door or draws or if in the kitchen – implements!

15. I F YOU HAVE IDENTIFIED POTENTIAL CONFLICT SITUATIONS : Do not ignore it Immediately address the situation Remain calm and polite If need be, seek assistance Tackle /dig deep and find out the ‘real reason’ for the conflict.

16. I F YOU HAVE IDENTIFIED POTENTIAL CONFLICT SITUATIONS : Do not ignore it Immediately address the situation Remain calm and polite If need be, seek assistance Tackle /dig deep and find out the ‘real reason’ for the conflict.

17. I F YOU HAVE IDENTIFIED POTENTIAL CONFLICT SITUATIONS T HAT A RE C ULTURAL : Learn about each other's countries and cultures Be respectful and open-minded Celebrate holidays of other cultures Create cultural awareness factsheets Treat people as individuals Identify gaps in your own knowledge

18. I F YOU HAVE IDENTIFIED POTENTIAL CONFLICT SITUATIONS T HAT A RE C ULTURAL : Strategies for minimising cultural misunderstandings : handle sensitively and courteously offer apologies where appropriate don’t give reasons or excuses take the best course of action to resolve as quickly as possible learn by ones mistakes seek assistance from supervisor or manager if required

19. I F YOU HAVE IDENTIFIED POTENTIAL CONFLICT SITUATIONS T HAT A RE C ULTURAL : Preventing cultural misunderstandings : provide colleagues and customers with appropriate information provide advise of cultural variations and practices, behaviour and opinions they may find different before they experience them adapt own actions and behaviour in ways that are culturally appropriate provide customers with appropriate tourism and hospitality products and services

20. S TAGES OF CONFLICT Stage 1: Unease Stage 2: Episode Stage 3: Misunderstandings Stage 4: Stress Stage 5: Crisis

21. S TAGES OF CONFLICT

22. S TAGES OF CONFLICT - H ELPFUL H INTS

23. S TAGES OF CONFLICT - ACTIVITY