[e-mail] SITXCOM003A Dealing Wit

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SITXCOM003A
sriram.ramanathan_at_tafensw.edu.au

• Dealing With Conflict Situations

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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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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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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 dont get along because they fear
  each other.
• People fear each other because they dont know
  each other.
• They dont know each other because they have not
  properly communicated with each other
• Differences in goals, expectations

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• 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)

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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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THE BEGINNINGS OF CONFLICT

• Misunderstanding and Communication barriers are
  main causes of conflict-
• These occur because
• People do not listen to each other
• Are not prepared to talk and resolve the
  situation
• Do not understand cultural differences and are
  not prepared to make allowances for them

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How 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..

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Barriers That Cause Conflict

• 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

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Barriers That Cause Conflict

• 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

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Recognising potential for conflict through Body
Language

• 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.

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Body language how does it look
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Recognising 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

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Recognising 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!

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If 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.

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If 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.

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If you have identified potential conflict
situations That Are Cultural

• 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

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If you have identified potential conflict
situations That Are Cultural

• Strategies for minimising cultural
  misunderstandings
•  handle sensitively and courteously
• offer apologies where appropriate
• dont 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
•  

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If you have identified potential conflict
situations That Are Cultural

• 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

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Stages of conflict

• Stage 1 Unease
• Stage 2 Episode
• Stage 3 Misunderstandings
• Stage 4 Stress
• Stage 5 Crisis

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Stages of conflict
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Stages of conflict- Helpful Hints
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Stages of conflict - ACTIVITY