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Default (GPT-3.5) Assessment Task 2: Practical task Information for students In this task, you are required to demonstrate your skills and knowledge by resolving complex or escalated complaints and disputes with internal and external customers and colleagues. You will be required to complete a number of role plays and have your performance observed by the assessor. You will need access to: • your learning resources and other information for reference • your Complaints Policy and Procedures • your Conflict Resolution Policy and Procedures • your Customer Service Policy and Procedures • your Complaints Register template • Incident report template • a phone. Ensure that you: • review the advice to students regarding responding to written tasks in the Hospitality Works Student User Guide • comply with the due date for assessment which your assessor will provide • adhere with your RTO’s submission guidelines • answer all questions completely and correctly • submit work which is original and, where necessary, properly referenced • submit a completed cover sheet with your work • avoid sharing your answers with other students. Assessment information Information about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide. Refer to the appendix for information on: • where this task should be completed • how your assessment should be submitted. Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix B of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that. Activities Complete the following activities. 1. Carefully read the following information. Successful completion of this unit requires that you can resolve complex or escalated complaints and disputes with internal and external customers and colleagues. You will need to participate in a number of role plays to demonstrate your skills and knowledge. What do I need to demonstrate? During your practical assessments, you will be required to demonstrate a range of the skills and knowledge that you have developed during your course. These include: • resolving escalated complaints or disputes with customers in relation to each of the following: o problem or fault with product or service o delays or poor timing of product or service supply o misunderstanding of customer request or communication barrier • resolving team member disputes in relation to: o worker mistake o dispute or argument among work colleagues • taking appropriate action in response to the following threat or conflict situations: o customer refusing to leave or be pacified o people involved in physical violence • using a range of conflict-resolution techniques and communication skills when seeking to resolve each of the above situations. How will I provide evidence? Your assessor will observe you throughout each role play. In most cases they will be participating in the role play as a customer or colleague. They will complete a checklist to record their observations. ChatGPT As an AI language model, I cannot directly observe or participate in role plays. However, I can provide you with guidance and information to help you prepare for resolving complex complaints and disputes. Here are some tips and suggestions for each of the scenarios mentioned in the activities: 1. Resolving escalated complaints or disputes with customers: a. Problem or fault with product or service:  Listen actively to the customer's complaint and acknowledge their concerns.  Apologize for the inconvenience caused and assure the customer that you will address the issue.  Gather all necessary information about the problem or fault.

 Offer solutions or alternatives to resolve the issue, such as a refund, replacement, or repair.  Follow up with the customer to ensure their satisfaction. b. Delays or poor timing of product or service supply:  Apologize for the delay and acknowledge the customer's frustration.  Provide an explanation for the delay and assure the customer that you will take immediate action to rectify the situation.  Offer options to mitigate the inconvenience caused, such as expedited delivery or compensation.  Communicate clearly and honestly about the expected timeframe for resolution.  Follow up with the customer to confirm their satisfaction. c. Misunderstanding of customer request or communication barrier:  Listen attentively to the customer's concerns and ask clarifying questions to ensure understanding.  Apologize if there was a misunderstanding and take responsibility for any miscommunication.  Offer solutions or alternatives that address the customer's original request.  Use clear and concise language, avoiding jargon or technical terms.  Provide additional support or assistance if needed. 2. Resolving team member disputes: a. Worker mistake:  Gather all relevant information about the dispute and listen to each party involved.  Remain neutral and objective throughout the process.  Encourage open and respectful communication between the team members.  Facilitate a discussion to identify the cause of the mistake and explore possible solutions.  Reach a resolution that satisfies both parties and prevents similar mistakes in the future. b. Dispute or argument among work colleagues:  Create a calm and safe environment for the discussion.  Allow each person to express their concerns and perspectives without interruption.  Act as a mediator and actively listen to both sides of the dispute.  Help the colleagues find common ground and identify potential compromises.  Encourage positive communication and teamwork moving forward. 3. Taking appropriate action in response to threat or conflict situations: a. Customer refusing to leave or be pacified:  Remain calm and composed while ensuring your own safety.  Politely but firmly explain the situation and any relevant policies.  Offer alternative solutions or seek assistance from a supervisor or security if necessary.  Document the incident in an incident report template for future reference. b. People involved in physical violence:  Ensure your personal safety and the safety of others in the vicinity.  Immediately contact appropriate authorities or security personnel to handle the situation.  Do not intervene physically unless you have received proper training and it is safe to do so.  Document the incident in an incident report template and provide any necessary information to authorities. 4. Conflict-resolution techniques and communication skills:

 Follow organizational procedures to address the conflict.  Determine your responsibility as the supervisor in resolving the conflict, considering organizational procedures.  Evaluate options for resolving the conflict and implement the best solution. After the role play, you need to:  Complete the Complaints Register and document your ideas for improvement.  Write an email to the customer, asking them to provide feedback about the outcome. Ensure that the email is written clearly, respectfully, and professionally. Tips for the role play: 1. Begin by actively listening to the customer's complaint and expressing empathy for their frustration. 2. Apologize for any inconvenience caused and assure the customer that you will address the issue. 3. Ask the customer to provide specific details about the problem to fully understand the nature of the conflict. 4. Consult the organization's Complaints Policy and Procedures to determine the appropriate course of action. 5. Offer a solution that satisfies the customer, such as a refund, a replacement, or an apology, depending on the nature of the complaint. 6. Follow up with the customer to ensure their satisfaction and address any further concerns they may have. 7. Document the complaint in the Complaints Register, noting the details of the conflict and any actions taken to resolve it. 8. In the email to the customer, express gratitude for their feedback and assure them that their concerns have been addressed. Encourage them to provide feedback about the outcome and their overall experience. Remember to remain calm, professional, and solution-oriented throughout the role play. 3. Role play 2. To ensure realism, you will not be provided with any background information about this conflict situation. Your assessor will tell you where you need to stand at the beginning of the role play. You are then to respond to the situation as it unfolds. During this role play you must: • demonstrate effective communication skills when interacting with the customer • take swift and tactful action to prevent escalation • identify and use relevant resources (policies and procedures) to assist in managing conflict • establish and agree on the nature and details of conflict with all parties and assess impact • respond to the customer in a sensitive, courteous, respectful and discreet manner • follow organisation procedures to address the conflict • as the supervisor, determine your responsibility in regards to resolving this conflict by considering organisation procedures • evaluate options in regards to resolving the conflict and implement the best solution. At the end of the role play, you will need to complete the Complaints Register and document your ideas for improvement. You will also need to write an email to the wait person involved that does the following: • explains the importance of feedback and debriefing after a conflict • provides feedback about their response to the conflict in regards to organisation policy and procedures • discusses the impact of the situation in regards to Bridge Hotel’s legal liability, had the customer become ill • discusses the impact

of the business’s reputation should the customer go ahead with negative reviews on social media • encourages them to provide you with feedback about the conflict and how it was resolved. ChatGPT Role play 2: Resolving a Conflict Situation with a Customer Scenario: You will not be provided with any background information about this conflict situation. Your assessor will tell you where you need to stand at the beginning of the role play, and you are to respond to the situation as it unfolds. Role play instructions: During this role play, you are required to:  Demonstrate effective communication skills when interacting with the customer.  Take swift and tactful action to prevent escalation.  Identify and use relevant resources (policies and procedures) to assist in managing conflict.  Establish and agree on the nature and details of the conflict with all parties involved and assess the impact.  Respond to the customer in a sensitive, courteous, respectful, and discreet manner.  Follow organizational procedures to address the conflict.  Determine your responsibility as the supervisor in resolving this conflict by considering organizational procedures.  Evaluate options for resolving the conflict and implement the best solution. After the role play, you need to:  Complete the Complaints Register and document your ideas for improvement.  Write an email to the wait staff person involved, which includes the following:  Explain the importance of feedback and debriefing after a conflict.  Provide feedback about their response to the conflict in regards to organization policy and procedures.  Discuss the impact of the situation in regards to Bridge Hotel's legal liability, had the customer become ill.  Discuss the impact of the business's reputation should the customer go ahead with negative reviews on social media.  Encourage them to provide you with feedback about the conflict and how it was resolved. Tips for the role play: 1. Approach the conflict situation with a calm and composed demeanor. 2. Actively listen to all parties involved, allowing them to express their concerns. 3. Remain neutral and unbiased while gathering information to fully understand the nature of the conflict. 4. Consult relevant policies and procedures to determine the appropriate course of action. 5. Communicate with the customer in a respectful and empathetic manner, acknowledging their concerns. 6. Offer potential solutions or alternatives to address the conflict and meet the customer's needs. 7. Take into account any legal implications or liability the Bridge Hotel may have, considering potential health risks or safety issues.

 Identify and use relevant resources (policies and procedures) to assist in managing conflict.  Establish and agree on the nature and details of the conflict with all parties involved and assess the impact.  Manage the conflict within the scope of your role and responsibilities, following organizational procedures.  Evaluate options to resolve the conflict in line with organization policies and constraints.  Seek to find a resolution to this conflict.  Implement the best solution based on the situation that is occurring and your responsibility to uphold organizational procedures. Please note that this role play includes aggressiveness from a Bridge Hotel staff member who is under the influence of drugs. If you have any concerns about this scenario, please speak to your assessor before proceeding. After the role play, you need to:  Complete an Incident Report using the provided template, clearly detailing the situation that occurred. Tips for the role play: 1. Prioritize personal safety and the safety of colleagues. If the situation escalates and there is a threat to personal safety, seek assistance from security personnel or other appropriate authorities. 2. Remain calm and composed while addressing the aggressive staff member. Avoid escalating the situation further with confrontational language or behavior. 3. Use effective communication skills to defuse the tension, actively listen to the staff member's concerns, and acknowledge their emotions. 4. Identify any potential policy violations or breaches of conduct and refer to relevant policies and procedures to address the situation. 5. If necessary, separate the aggressive staff member from other employees to ensure their safety and prevent further conflict. 6. Engage in conflict resolution techniques, such as offering options, seeking compromise, or involving a neutral mediator if needed. 7. Evaluate the available options for resolving the conflict, considering the organization's policies and constraints. 8. Implement the best solution based on the situation, considering the safety and well-being of all parties involved and upholding organizational procedures. 9. After the role play, complete the Incident Report, providing a clear and detailed account of the conflict situation, including the actions taken to manage and resolve it. Remember to prioritize safety, maintain professionalism, and address the conflict situation in a fair and unbiased manner. 5. Reflection. Meet with your assessor once all role plays are complete. This is an opportunity to reflect on your performance and how you felt you resolved the situations. You will also discuss the impacts of each situation and how this could have negatively affected the business had it not been resolved. Discuss any improvements

you would make to your own performance and whether you feel that the solution was the most effective, based on the circumstances. Discuss the causes of the conflicts that occurred and what you would do to make sure these do not happen again. You can refer to your Complaint Register for this part of the discussion. ChatGPT Reflection on Performance and Resolving Conflict Situations During the meeting with your assessor, take the opportunity to reflect on your performance and how you felt you resolved the situations in the role plays. Consider the following points: 1. Performance and Resolution:  Evaluate your performance in each role play, considering your communication skills, swift action to prevent escalation, and adherence to relevant policies and procedures.  Assess how effectively you established the nature of the conflict, determined its impact, and responded to the customer or colleagues in a sensitive and respectful manner.  Reflect on the solutions implemented and evaluate their effectiveness in resolving the conflicts based on the circumstances. 2. Impact and Business Consequences:  Discuss the potential negative impacts that each conflict situation could have had on the business if they were not resolved effectively.  Consider the implications for customer satisfaction, reputation, and legal liability, emphasizing the importance of resolving conflicts promptly and satisfactorily. 3. Personal Improvement:  Identify areas for improvement in your own performance during the role plays, such as communication skills, conflict resolution techniques, or decision-making.  Reflect on how you could enhance your ability to prevent conflicts, de- escalate situations, and foster positive relationships with customers and colleagues. 4. Causes of Conflicts and Preventive Measures:  Discuss the causes of the conflicts that occurred in the role plays, drawing insights from the Complaint Register.  Identify potential factors contributing to the conflicts, such as miscommunication, errors, or misunderstandings.  Propose strategies to prevent similar conflicts from happening again, such as improving communication channels, enhancing training programs, or implementing clearer policies and procedures. Engage in a constructive dialogue with your assessor, sharing your reflections, insights, and ideas for improvement. Emphasize the importance of continuous learning and development in resolving conflicts effectively and maintaining a positive work environment. http://10.1.147.19:8888/notebooks/Miglani_Aman/market_insights/market_insights_m ar.ipynb ChatGPT I apologize, but I am unable to access or open the link you provided.

start to surface. These emotions can influence how individuals approach and engage with the conflict. 4. Manifest Stage: In the manifest stage, the conflict becomes visible and evident in the behaviors and interactions of the parties involved. It can include open disagreements, arguments, or conflicts of interest. Communication breakdowns, power struggles, and the formation of factions or alliances are common during this stage. 5. Resolution Stage: The resolution stage involves finding a solution or reaching a resolution to the conflict. This can occur through various means, such as negotiation, mediation, compromise, or a shift in perspectives. The goal is to address the underlying issues, restore harmony, and promote constructive relationships among the parties involved. It is important to note that conflicts do not always progress linearly through these stages. They can fluctuate, regress, or even reach a stalemate. Effective conflict management involves recognizing the stage of conflict and applying appropriate strategies to facilitate resolution and promote positive outcomes. 3. List the four recognised levels of conflict. ChatGPT The four recognized levels of conflict are: 1. Intrapersonal Conflict: Intrapersonal conflict refers to conflict that occurs within an individual. It is an internal struggle between opposing thoughts, values, or emotions. For example, a person may experience conflict when making a difficult decision or when facing competing goals or desires. 2. Interpersonal Conflict: Interpersonal conflict involves conflict between two or more individuals. It occurs when there are differences in opinions, values, or interests that lead to disagreements, arguments, or tensions between people. Interpersonal conflicts can arise in personal relationships, workplaces, or any other social setting. 3. Intragroup Conflict: Intragroup conflict refers to conflict that occurs within a group or team. It involves disputes, disagreements, or tensions among members of the same group. Intragroup conflicts may arise due to differences in perspectives, roles, responsibilities, or conflicting objectives within the group. 4. Intergroup Conflict: Intergroup conflict involves conflict between different groups or teams. It occurs when there are competing interests, goals, or values between distinct groups, leading to friction, competition, or hostility. Intergroup conflicts can arise between departments in an organization, rival teams in sports, or different social or cultural groups. Each level of conflict requires specific approaches and strategies for resolution. Understanding the level of conflict can help determine the appropriate interventions and techniques to effectively manage and resolve the conflict. 4. Identify three factors that can lead to conflict in a hospitality environment. ChatGPT Three factors that can lead to conflict in a hospitality environment are:

1. Communication Issues: Communication breakdowns or misunderstandings can be a significant factor contributing to conflicts in the hospitality industry. Inaccurate or insufficient communication between staff members, departments, or between employees and customers can lead to misunderstandings, frustration, and conflicts. Poor communication regarding customer orders, expectations, or service delivery can escalate into disputes or complaints. 2. Workload and Time Pressure: The fast-paced and demanding nature of the hospitality industry can create high levels of workload and time pressure for employees. When staff members are overwhelmed with tasks, understaffed, or facing tight deadlines, it can lead to stress, fatigue, and increased chances of conflicts. Tensions may arise due to perceived unfair distribution of workload, inadequate support, or the inability to meet customer demands promptly. 3. Diverse and Multicultural Workforce: The hospitality industry often employs a diverse workforce consisting of individuals from different cultural backgrounds, with varying beliefs, values, and communication styles. Cultural differences, language barriers, and misunderstandings can contribute to conflicts. Differences in work practices, customer service approaches, or conflicting expectations can lead to clashes between employees or between employees and customers. It is essential for hospitality organizations to address these factors proactively by promoting effective communication channels, providing adequate training and support, managing workload and time effectively, and fostering a positive and inclusive work culture. By addressing these factors, conflicts can be minimized, and a harmonious work environment can be maintained. 5. Describe what conflict theory says about the results that come from dealing with conflict. ChatGPT Conflict theory suggests that the results or outcomes of dealing with conflict are not always positive or beneficial for all parties involved. According to conflict theory, conflicts are often rooted in social inequalities, power dynamics, and competition for resources. Conflict theory emphasizes that conflicts can arise when there are perceived injustices, unequal distribution of power, or competing interests among different groups or individuals within a society or organization. It views conflicts as a natural and inherent part of social interactions, driven by the pursuit of individual or group interests. When conflicts are resolved, the outcomes can vary depending on the power dynamics and negotiation processes involved. Conflict theory highlights that the results of conflict resolution are often influenced by the relative power and resources of the conflicting parties. Those with greater power and resources may have an advantage in shaping the outcomes in their favor. In some cases, conflict resolution processes may lead to compromises, negotiations, or resolutions that partially address the underlying issues. However, conflict theory suggests that the outcomes may not necessarily address the root causes of the conflict or lead to true equality and justice. Power imbalances and structural inequalities can persist, and conflicts may reemerge in the future.

and communication styles. Being aware of cultural sensitivities, using appropriate language and gestures, and demonstrating respect for diverse perspectives can help prevent misunderstandings and conflicts arising from cultural differences. Cultural competence promotes inclusivity, understanding, and effective communication among individuals from different backgrounds. 7. Describe how assertiveness and negotiation can be used as effective conflict resolution techniques. ChatGPT Assertiveness and negotiation are two effective conflict resolution techniques that can help address conflicts in a constructive and collaborative manner: 1. Assertiveness: Assertiveness involves expressing one's needs, opinions, and concerns in a clear, direct, and respectful manner while considering the rights and perspectives of others. In conflict situations, being assertive allows individuals to communicate their position effectively without being aggressive or passive. It promotes open and honest communication, establishes boundaries, and ensures that one's views and interests are heard and considered. Assertiveness can help prevent conflicts from escalating, as it encourages mutual understanding and cooperation by addressing issues directly and assertively. 2. Negotiation: Negotiation is a process of reaching a mutually acceptable agreement or resolution through discussion and compromise. It involves finding a middle ground that satisfies the interests of all parties involved. In conflict situations, negotiation allows conflicting parties to engage in dialogue, identify common interests, and work together towards a solution. It requires active listening, empathy, and creative problem-solving to find win-win outcomes. Negotiation helps manage conflicts constructively by focusing on finding shared solutions and fostering collaboration rather than emphasizing differences or competition. Both assertiveness and negotiation techniques can be effective in conflict resolution because they promote open communication, respect, and understanding among conflicting parties. They encourage individuals to express their needs and concerns while actively listening to others. By using assertiveness, individuals can assert their rights and perspectives, promoting fairness and equality in the conflict resolution process. Negotiation enables conflicting parties to find common ground, explore alternatives, and reach mutually beneficial agreements that address the underlying issues and satisfy the interests of all parties involved. It is important to note that assertiveness and negotiation should be used in conjunction with active listening, empathy, and respect to create an environment conducive to constructive conflict resolution. Effective conflict resolution techniques require flexibility, patience, and a willingness to consider different perspectives and options. 8. Identify four pieces of information you would expect to find in an organisation’s policies and procedures for complaints, conflicts and dispute resolution. ChatGPT Four pieces of information that you would expect to find in an organization's policies and procedures for complaints, conflicts, and dispute resolution are:

1. Process and Procedures: The policies and procedures should outline the step- by-step process for handling complaints, conflicts, and disputes within the organization. This includes the channels through which complaints should be raised, the individuals or departments responsible for receiving and addressing them, and the timelines for resolution. It should provide clear instructions on how to initiate a complaint, including any required forms or documentation. 2. Roles and Responsibilities: The policies and procedures should specify the roles and responsibilities of various parties involved in the complaint, conflict, and dispute resolution process. This includes the responsibilities of employees, managers, supervisors, and designated individuals who are responsible for managing and resolving conflicts. It should outline their authority, decision-making powers, and the expected level of involvement throughout the resolution process. 3. Communication and Confidentiality: The policies and procedures should address how communication will be handled during the complaint, conflict, and dispute resolution process. It should specify guidelines for effective and respectful communication between the parties involved, as well as any requirements for confidentiality or privacy. It may also outline the importance of maintaining confidentiality and the consequences of breaching confidentiality. 4. Resolution Mechanisms and Support: The policies and procedures should outline the available resolution mechanisms and support systems for addressing complaints, conflicts, and disputes. This may include options such as mediation, arbitration, or formal grievance processes. It should provide information on how these mechanisms work, their benefits, and any external resources that may be involved, such as industry ombudsman services. It should also address the support and resources available to employees throughout the process, such as access to counseling services or guidance from human resources. These pieces of information provide a clear framework for handling complaints, conflicts 9. For each person/group below, identify one scenario where they may be required to assist in managing conflict. Counsellors Internal security staff Mediators Other staff Police Senior staff ChatGPT Counsellors: Scenario: A team of employees in a company is experiencing ongoing conflicts and tension among themselves, affecting their productivity and morale. The human resources department seeks the assistance of a counsellor to facilitate conflict resolution sessions and provide guidance and support to the employees in managing their conflicts effectively. Internal security staff: Scenario: During a large event at a hotel, there is a disagreement between two guests that escalates into a physical altercation. The internal security staff are called upon to intervene, diffuse the situation, and ensure the safety of all guests and staff members involved. They may need to separate the individuals involved, gather information about the incident, and provide a security presence to prevent further conflicts. Mediators: Scenario: In a workplace, two departments have conflicting interests and are unable to reach a mutually agreeable solution. The organization appoints a mediator to facilitate a dialogue between the two departments, help them