VO_SCS Task_4_Interpersonal Conflict
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Curtin University *
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1103
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Communications
Date
Apr 3, 2024
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7
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1 Certificate III In Fitness SIS30321 Forms & Templates Screening & Customer Service (SCS
) Student Name: _________ Victor Oishei______________________
38 Student Name: _____ Victor Oishei ________ SCS Forms & Templates v1.2 February 2021 SCS Task 4 –
Interpersonal Conflict Analysis 1 Section Analysis Identify the interpersonal conflict triggers and/or risks
In the given scenario, there are several interpersonal conflict triggers/risks •
Emotional distress –
Michael's frustration and upset over finding his parking space taken by someone from the fitness facility can escalate emotions and lead to heated exchanges or confrontations during the resolution process. •
Perceived and actual bias (disregard for business needs). If Michael perceives that the fitness facility members are disregarding the parking needs of his business and impacting his customers' experience, it may lead to a sense of disrespect and intensify the conflict. •
Poor communication –
Miscommunication or misunderstandings about parking rules, expectations, or facility policies can lead to assumptions and exacerbate the conflict. •
Differing perspectives - Michael's primary concern is his business's parking availability, while the fitness facility's interest lies in providing convenient parking for its members. Balancing these differing perspectives and interests can pose a challenge during the resolution process. The most applicable type of interpersonal conflict is, Policy-related interpersonal conflict. In this case, the conflict arises from a disagreement or violation of the parking policies and designated spaces for the fitness facility and Michael's business. The conflict revolves around the issue of fitness facility members using parking spaces intended for customers of Michael's business, which goes against the established policies and expectations of parking allocation. Resolving this conflict requires addressing the policy-related issues, clarifying and enforcing parking rules, and finding a mutually agreeable solution that aligns with the policies of both the fitness facility and Michael's business. Determine if you are the best person to address the issue in your organisation. If not, who is?
As a employee of the gym I do not have the authority or expertise to handle such matters. In this case, the gym manager would be the most appropriate person to take the lead in addressing the parking issue and collaborating with Michael to find a resolution. Detail an appropriate conflict resolution strategy outlining the type and style of communication and approach you would take
Although this conflict is better addressed by management/owner, if I was the individual handlng the conflict this is the approach I would take. Type of Communication: Direct and Constructive Approach: Collaborative Problem-Solving 1)
Active Listening and Empathy: Listen actively to Michael's concerns and show empathy for his frustration. Apologize on behalf of your fitness facility for the inconvenience caused and acknowledge the impact on his business. Assure Michael that you take the matter seriously and are committed to finding a solution.
39 Student Name: _____ Victor Oishei ________ SCS Forms & Templates v1.2 February 2021 2)
Explanation and Clarification: Explain the situation from your perspective. Clarify that while your fitness facility has designated parking spaces for members, it is not intended for them to park in areas designated for other businesses. Emphasize that it is against your facility's policies to occupy parking spaces allocated to other establishments. 3)
Collaborative Problem-Solving: Propose a collaborative approach to finding a solution: a)
Conduct a Parking Assessment: Assess the parking situation to understand the problem better. b)
Consult with Local Authorities: Seek guidance from local authorities to explore possible solutions or adjustments to parking regulations. c)
Communicate with Fitness Facility Members: Remind members about the importance of using designated parking spaces. d)
Explore Alternative Parking Options: Consider securing additional parking spaces or partnerships with nearby businesses. 4)
Timelines and Follow-Up: Set clear timelines for each step and commit to keeping Michael informed of progress. Schedule a follow-up meeting to discuss proposed solutions and their effectiveness. 5)
Resolution Confirmation: Conclude the conversation by summarizing the agreed-
upon resolution strategy and confirming that you will work together to rectify the parking space issue. Express gratitude for Michael's patience and willingness to collaborate. Maintain a respectful and professional tone throughout the conversation, focusing on finding a mutually beneficial solution. By involving Michael in the resolution process and demonstrating a commitment to address the issue, you can restore trust and improve the relationship between your fitness facility and his business. Gain feedback on your strategy to improve and adjust your approach
1.
Meet with Michael: Schedule a follow-up meeting with Michael to discuss the proposed strategy and gather his feedback, suggestions, and any additional concerns he may have. 2.
Engage Team and Members: Seek input from your team members and fitness facility members to gather their insights, experiences, and suggestions regarding parking policies and potential solutions. 3.
Monitor Progress and Results: Continuously evaluate the implementation of the resolution strategy to determine its effectiveness. Make adjustments as needed based on observed outcomes. 4.
Customer Surveys: Consider conducting surveys or feedback forms to gather anonymous input from members and local businesses to assess the impact of the measures taken. 5.
Seek Expertise if Needed: Consult parking management experts or conflict resolution professionals for guidance on refining the strategy and addressing the parking space problem effectively.
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40 Student Name: _____ Victor Oishei ________ SCS Forms & Templates v1.2 February 2021 SCS Task 4 –
Interpersonal Conflict Self-Reflection 1 Section Self-reflection Reflect on own performance and document ways this could be improved for future reference
I believe I effectively addressed Michael's concerns when he approached me with frustration and anger regarding the parking situation. I remained calm and took a proactive and collaborative approach to address the parking space issue. However, there are areas where the strategy could be improved: 1.
Conciseness: The initial conflict resolution strategy provided was quite lengthy. Condense and streamline the content, maintaining the necessary details and messaging. 2.
Clarity of Action Steps: Present the steps in a clear and actionable manner, using bullet points or numbered lists. 3.
Alignment with Michael's Expectations: Incorporate Michael's specific feedback and suggestions to tailor the strategy to his needs. 4.
Measurable Goals and Evaluation: Set measurable targets to assess progress and success. 5.
Consideration of Timing and Urgency: As Michael expressed his demand for a resolution right away, it would be helpful to incorporate a sense of urgency in the strategy. Communicate expected timelines and prioritize quick actions to address immediate concerns. 6.
Flexibility and Adaptability: Build in contingencies and alternative options to address challenges or unforeseen circumstances. As a way to enhance the clarity, effectiveness, and alignment of my conflict resolution strategy, I can regularly review and adjust the strategy based on feedback and outcomes for ongoing success.
41 Student Name: _____ Victor Oishei ________ SCS Forms & Templates v1.2 February 2021 SCS Task 4 –
Interpersonal Conflict Analysis 2 Section Analysis Identify the interpersonal conflict triggers and/or risks
In this case study, the following interpersonal conflict triggers and/or risks can be identified: 1.
Poor communication: Jen mentions that her personal trainer, Daniel, had provided specific exercises in her program to help her achieve doing a pull-up. However, she was not informed about the removal of the lat pull-down machine, which may indicate a breakdown in communication between the gym staff and the members. 2.
Emotional distress: Jen expresses her unhappiness and frustration with the situation. She has invested time and effort into her workouts and was looking forward to the final week of her training block to achieve overload. The removal of the machine has disrupted her plans and made her question if she can still reach her goal. 3.
Commitment and expectations: Jen joined the gym as part of the "new year, new me" challenge and has been dedicated to her fitness journey since then. She had progressed from being a newbie to a regular gym-goer and had developed a liking for the lat pull-down machine. Its removal creates a sense of disappointment and potentially undermines her commitment and expectations for her fitness goals. 4.
Different beliefs and values: The removal of a popular piece of equipment without prior notice or an alternative solution may impact Jen's trust in the gym management. She might question their decision-making process and their commitment to providing a positive and supportive gym environment. Based on the information provided in the case study, the most applicable type of interpersonal conflict is a policy-related interpersonal conflict. A policy-related interpersonal conflict arises when there is a disagreement or dissatisfaction regarding rules, regulations, or decisions implemented by an organization or authority. In this case, the conflict stems from the removal of the lat pull-down machine without prior notice or providing an alternative solution. This decision, made by the gym management, directly impacts Jen's ability to follow her program and achieve her fitness goals. Jen's frustration and dissatisfaction stem from the fact that the gym's policy regarding equipment availability has disrupted her progress and hindered her ability to achieve overload, which was deemed important for her goal of doing a pull-up. The conflict revolves around the decision-making process and policy implementation by the gym management, rather than personal values, egos, or factual disagreements. Determine if you are the best person to address the issue in your organisation. If not, who is?
The appropriate person to address Jen's concern would likely be gym management. They would have the authority and knowledge to handle equipment-related issues, address member complaints, and provide potential solutions or alternatives for Jen to continue working towards her fitness goals. In addition, Daniel, Jen’s PT can modify her program and provide alternative specific exercises that will still align with her reaching her goal and achieving overload.
42 Student Name: _____ Victor Oishei ________ SCS Forms & Templates v1.2 February 2021 Detail an appropriate conflict resolution strategy outlining the type and style of communication and approach you would take
Type of Communication: Open and empathetic communiation Approach: Collaborating To address the conflict with Jen regarding the removal of the lat pull-down machine, follow these steps: 1.
Actively listen to Jen's concerns and empathize with her frustration. 2.
Acknowledge the importance of the machine for her training program and her goal of doing a pull-up. 3.
Provide a clear explanation for why the machine was removed, ensuring transparency. 1.
Offer alternative exercises or equipment to help Jen continue progressing towards her goal. Provide information about other machines, exercises, or training methods that can target the same muscle groups as the lat pull-down machine. 2.
Collaborate with Jen to find a suitable solution, Ask for her input on alternative exercises or equipment that she may find beneficial. This will make her feel heard and engaged in finding a resolution. Consider involving her personal trainer if needed. 3.
Modify Jen's training program temporarily to accommodate the absence of the lat pull-down machine. Consult with Jen's personal trainer, Daniel, to modify her training program temporarily. Ask Daniel to suggest alternative exercises or modifications that can help Jen continue progressing towards her goal without the lat pull-down machine. 4.
Promise to follow up and gather feedback from other members regarding the removal of the machine. 5.
Discuss any future plans for introducing alternative equipment or improvements to the facilities. 6.
Show genuine concern for Jen's satisfaction and offer additional support and resources. Express your commitment to supporting her throughout her fitness journey and offer any additional assistance or resources that might be helpful. 7.
Resolution and Appreciation: Thank Jen for bringing her concerns to your attention and express appreciation for her dedication to the gym. Reiterate your commitment to providing a positive and rewarding experience for all gym members. Maintain an empathetic and understanding communication style, using clear language to explain the situation and find common ground. Gain feedback on your strategy to improve and adjust your approach
To gain feedback and improve my conflict resolution approach: 1.
Seek input from Jen, Daniel, and other gym members affected by the equipment removal. 2.
Discuss proposed solutions with Jen and inquire about any additional modifications or preferences. 3.
Consult Daniel for expert opinion on proposed modifications to Jen's training program. 4.
Gather insights and suggestions from front desk staff and management. 5.
Implement customer feedback surveys to gather opinions and identify common concerns. 6.
Make adjustments to the conflict resolution strategy based on the received feedback. By actively involving stakeholders and incorporating their feedback, the approach can be refined to better address concerns and improve customer satisfaction.
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43 Student Name: _____ Victor Oishei ________ SCS Forms & Templates v1.2 February 2021 SCS Task 4 –
Interpersonal Conflict Self-Reflection 2 Section Self-reflection Reflect on own performance and document ways this could be improved for future reference
I feel I handled my response to Jen well, as she approached me quite upset and aggressively. Remaining calm, aided in calming Jen down and actively sought a collaborative approach to the conflict. The approach still has room for improvement: 1.
Improve Conciseness: Further, streamline the communication by removing unnecessary wording and redundant phrases. 2.
Provide Clear Alternative Solutions: Specify specific examples of alternative exercises or equipment that can help Jen achieve her pull-up goal. 3.
Proactive Problem-Solving: Discuss plans for potential replacements or additions to the gym's equipment lineup to address the lat pull-down machine's removal in the long term. 4.
Involve Personal Trainer: Explicitly state that the personal trainer's input will be sought before making any changes to Jen's program, emphasizing collaboration between staff and the trainer. 5.
Establish Timelines and Follow-up: Communicate a clear timeline for addressing concerns and providing updates to Jen and other gym members. 6.
Include Evaluation and Learning: Incorporate a component for evaluating the effectiveness of implemented solutions and learning from the experience by seeking feedback from Jen and other members. By incorporating these improvements, the conflict resolution strategy can become more concise, proactive, and actionable, leading to a more effective and satisfactory resolution for the gym member.