Umang Arora Manage conflict SITXCOMOO5 Assessment 2: Questioning Your Tasks Question 1. There are a number of different situations where there could be conflict between colleagues. Name at least 6 of them and briefly explain each of them: (75-100words) Answer. 1. Poor communication - probably the root cause of most workplace conflicts, poor communication skills and communication barriers such as prejudice, selective hearing and rigid opinions can lead to unnecessary conflict and cause conflicts to escalate 2. Differences in work ethics - when one person is more diligent than another, the teamwork environment can become unbalanced. One person may view being on time to meetings or work as extremely important, while another may not Also, showing respect to people in authority may come naturally to some and not to others 3. Content matters - all individuals have differing views on who said what, how things should be done, what priorities should be given to various tasks and so on When 2 people disagree on these things, conflict can easily arise 4. Clashes in personality - people naturally bond with those they feel a sense of similarity or likeness with when personalities differ significantly, working relationships can suffer. For instance extroverts may annoy introverts, and shy people may be threatened by confident people 5. Incompatible expectations - an essential part of providing quality customer service is satisfying customer needs and expectations. If this isn't achieved, then a complaint may arise 6. Organizational structure — when job roles and work procedures are not clearly defined, tension is likely to arise within the work environment. It is important for staff to know what is expected of them so they can get on with the tasks they are responsible for. Overlapping authority may also contribute to problems. If an employee is managed by 2 or more people they may be given too much or not enough work, asked to do conflicting things, or given different priorities o 7. Change— when routines, environments and/or staff change, people react in different ways Many people are threatened by change and fear of the unknown, even though change i5 a natural and inevitable part of life. In workplaces it must be managed carefully and people need to be kept informed, otherwise tensions will emerge Other causes of conflict include: emotional issues, stress, competition, insufficient resources, fear, inappropriate touching/contact and invasion of physical space. Ref : https://drive.google.com/file/d/1vkDOS4MDmwi7QEqTI9ISY3mIgoAYjwDJ/view Page no. - 7 OR 1. Interdependence/Task-Based Conflicts- These disagreements arise in situations when individuals in an interdependent project network must coordinate their tasks so that everyone can successfully get their part done. This study source was downloaded by 100000814912278 from CourseHero.com on 02-15-2023 04:52:04 GMT -06:00 https://www.coursehero.com/file/85066764/Assessment-2-conflict-managementdocxdocx/ Umang Arora Manage conflict 2. 3. 4. 5. 6. SITXCOMOO5 Leadership Conflicts- Everybody has a different leadership style, and everybody reacts differently to those leadership styles. Some leaders are bold and charismatic, others are more laid-back, warm, and inviting. Work Style Conflicts- Some people prefer to work in groups while others do their best work alone. Some people need no extra direction to complete a task, while others like external input and direction every step of the way. Some people get more work done under pressure, and others like to knock their tasks out early. Personality-Based Conflicts- to work with someone whose personality we find distasteful. Understanding and empathy is needed. Discrimination- discrimination going on due to age, race, ethnicity, gender, or what have you, there’s a serious need for the company to explicitly emphasize open-mindedness, acceptance, and understanding. Creative Idea Conflict- If two individuals were disagreeing on a project idea, they could talk to each other and cooperatively decide on one idea or the other. Question 2. There are also a number of ways that customers can feel they are in a conflict situation. Name 6 of the signs that they may show a conflict situation: (125-150words) Answer. Common that conflict may be beginning include. 1. 2. 3. 4. 5. 6. Pushing and shoving Avoidance or absenteeism from work Tardiness Showing signs of impatience, tapping of fingers Use of sarcasm, swearing, accusations Staring or frowning Ref : https://drive.google.com/file/d/1vkDOS4MDmwi7QEqTI9ISY3mIgoAYjwDJ/view Page no. 10 Question 3. There are a number of warning signs that may alert us to possible areas of conflict, both from a colleague or a customer. Explain both areas in detail: (125-150words) Answer. At all times during a shift, you should be aware of various 'warning signs' which may be displayed by either another colleague or by a customer which can indicate a problem/conflict exists. These warning signs will always be either verbal, non-verbal or a combination of both. The warning signs given by a workplace colleague are usually quite different to those displayed by a customer. Customer warning signs A customer may indicate there is a conflict situation by: Looking angry or aggressive – this is part of their non-verbal communication and an aspect which frequently is very accurate at reflecting their state of mind. This study source was downloaded by 100000814912278 from CourseHero.com on 02-15-2023 04:52:04 GMT -06:00 https://www.coursehero.com/file/85066764/Assessment-2-conflict-managementdocxdocx/ Umang Arora Manage conflict SITXCOMOO5 When a customer looks angry or aggressive, it is a sure sign that is exactly how they are feeling Appearing flustered or frustrated – the majority of your customers are in an environment strange to them, and it is to be expected they are somewhat confused to begin with simply by virtue of being in strange surroundings. You need to be able to differentiate this level of confusion from the higher level of frustration accompanying the onset of conflict. The fluster and frustration associated. Question 4. There are a number of times when a situation may “get out of hand” and pose a danger to customers and colleagues. Name and explain the 6 examples that were mentioned in these notes: (400500 words) Answer: 6 examples of this kind of situation that may ‘get out of hand’ and pose danger to the customers and colleagues are; 1. Complaining: This is the common examples from which situation can get out of hand. When some is not happy about something then they tend to complain about that thing and when the situation is not handle properly, there is a high chance of conflict occurring in the workplace thus posing danger to the customer as well colleagues. 2. Most of the customers doesn’t want the service to be slow, any delay in the service means that there is chance of customer getting frustrated and due to which the situation could get out of hand. Thus, posing danger to the customers and colleagues. 3. Unprofessional service: When the services provided to the customers doesn’t meet to their desired expectation then the situation may get out of hand. Always try to offer a solution and apologies for the incontinence. 4. The customer requests something that can’t be fulfilled: There will be time when customer asks for something that they want which sometimes cannot be fulfilled to them. Due to this customer may get dissatisfied and can make the situation worse. Thus, posing danger to the customers and colleagues. 5. A full refund: When customer sometime wants a full refund for the service provided to them but which cannot be full refunded can lead to disagreements between the team members and the customer, of which it can lead to a worse situation. 6. Unattended customer: During service time if the customer is left without giving any priority, then the customer will feel left out and might be offended with the staff members thus leading to conflict. Question 5. What actions should you take in the event of noticing situations that could result in threatening conflict: (200-250 words) Answer: The action to be taken that could resolve threatening conflict are; Talk with the customer in polite and soft tone Listen carefully and try to find the solution This study source was downloaded by 100000814912278 from CourseHero.com on 02-15-2023 04:52:04 GMT -06:00 https://www.coursehero.com/file/85066764/Assessment-2-conflict-managementdocxdocx/ Umang Arora Manage conflict SITXCOMOO5 Identify point of agreement and disagreement Develop a plan to work on each conflict Follow through on your plan Build on your success Question 6. The solution to a conflict will vary depending on the type of conflict. How would you handle the following situations? Explain in detail the steps you need to take in each situation. (400-500 words) Answer. Conflict with your colleagues- conflict with the colleagues may happen in some circumstances, you may not like the person. As a result, you may judge the other person all of their action negatively. Conflict with your customer- delays or wrong timing with product and services like for example we order age ago. Why are meal taking so long? Conflict between with staff and management- people are wary or fearful people in authority. Which can impact on their practices, although a flat organizational structure in the TH&E industry does tend to break down these barriers. The solution to a conflict will vary depending on the type of conflict but it is important to listen to all points of view and treat each person with respect, give the conflicting parties to express their side of story, in some cases the conflict will be resolve then and there. The steps are follow: Step 1 Active listening- listening is what we do to construct meaningful messages during communication. Active listening means making a conscious effort to hear what the other person saying. Step 2 Ask question- asking question helps gain and clarify information and helps with understanding. After asking question, paraphrase the response to clarify information and helps with common understanding. Step 3 Be assertive and show empathy- listen without interrupting, speak clearly and calmly, show respect for other feeling and opinions, make good eye contact, use open body language gesture. Step 4. Recognize and use appropriate body language- it is important to ensure your words, voice tone and body language match. This demonstrates genuine in what others are saying, and honesty and sincerity in your communication. Step 5 Be sensitive in cultural differences- cross-cultural misunderstanding with colleagues and customer can happen for many reasons. We live and work in diverse community with people from different cultural backgrounds with varying customs, belief and values. When the language level is low its appropriate to speak slowly. Use simple words and short sentences. This study source was downloaded by 100000814912278 from CourseHero.com on 02-15-2023 04:52:04 GMT -06:00 https://www.coursehero.com/file/85066764/Assessment-2-conflict-managementdocxdocx/ Umang Arora Manage conflict SITXCOMOO5 Question 7. What are the two stages in overcoming conflict? Answer. Defining the conflicts, what are the reason of conflicts, make the involve in conflicts explain or defy the issue. 1. LISTEN TO UNDERSTAND Meet with each person on their own to understand what their issues are. Ask about and listen to their story about how the conflict started and how it has escalated. Talk to them about what they have done to manage the conflict. Discuss how they think the conflict could be resolved. 2. MEET TO DISCUSS THE KEY ISSUES organize a meeting of yourself and the two people in a neutral and confidential environment. Facilitate a meeting to raise the key issues and reach an acceptable outcome. Post the meeting and after each person has had time to digest what happened, meet with each of them. Check how they’re feeling most the meeting and how satisfied they are with the agreed solutions. Question 8. There are a number of points/steps that have been found to be helpful and useful when trying to negotiate a solution to a problem. Name 5 of them and explain each point: (300-400 words) Answer: 5 points that have been helpful and useful when trying to negotiate a solution to a problem are; 1. Take responsibility: Whenever in workplace conflict situation always take the initiative and begin to deal with the situation. Also, remember unresolved conflict can soon escalate out of control. Take charge, talk with them and offer them a solution and once both parties come to an agreement they need to participate the process. 2. Managing your emotions: We should never let our emotion to control the situation even though the customer is on the wrong side. Always control our anger, guilt, regret, fear and hurt. Try to remain calm throughout the process by remaining polite and professional. Think before speaking and do not retaliate. Take a deep breath and focus on the positive outcome. 3. Encouraging all points of view: Once coming to a certain decision, gather all factors and focus on completing it. Encourage a fair decision by letting a single person speak at a time, without interruption. Write down things and always clarify to every question asked in a professional way. 4. Using empathy: This is a technique which helps to see or feel things from another person point of view. Empathy is the ability to know deeper knowledge of another person and level of respect provided to them. Empathy can be used to take people seriously, to value and respect others, to enhance active listening, to show interest and show true feeling to the customers. 5. Tread carefully: It is one of the conflict resolution steps that relies heavily on communication skills. Always be careful and how we say things to the customers. Be careful on communication style, tread carefully, courteously and discreetly. Whatever or with whoever the conflict is with always move to a private area and work things out so that it doesn’t impact other people. Ref : https://drive.google.com/file/d/1vkDOS4MDmwi7QEqTI9ISY3mIgoAYjwDJ/view Page no 15,16 This study source was downloaded by 100000814912278 from CourseHero.com on 02-15-2023 04:52:04 GMT -06:00 https://www.coursehero.com/file/85066764/Assessment-2-conflict-managementdocxdocx/ Umang Arora Manage conflict SITXCOMOO5 Question 9. Effective communication skills are a must for you to solve any conflict situation. Name at least 4 points you need to be aware of to be effective: Answer: Effective communication skills are essential to build up relationships rather than tearing them down with anger, words and actions. Communication requires respect, grace, empathy, active listening for adding value while solving any conflict. A person must be aware about following 4 points to make effective communication. They are: - - - - Right time: when a person is angry, sick, busy or has a bad day, chances are he/she will not be ready to listen. One must find correct time to have a full attention which will ensure that a person delivering a message is heard and the message is received. Use active listening: when communicating with one another use of eye contact, appropriate body language, face the person by sitting nearby the person on what the other person has to say. This must be done without interrupting the other person. Equal time to each other for sharing: while explain things about the deep issues related to the conflicts, equal time for one another should be allowed. Each individual needs to feel heard and valued. No interruption: listen carefully to what a person has to say without saying a word until it is turn to speak. Question 10. When talking to people in conflict situations there are a number of points you need to both be aware of and also able to document. What are the 7 main points that will make your job in finding a solution much easier? (50-75 words) Answer. When in conflict situation the main points need to follow: Name of people involve the promises that the establishment may help Service or product how they fail to deliver, why they fail, or how they delayed Time line relating to the complain Cost money or charges involved The factual details why and who Actions taken or action required This study source was downloaded by 100000814912278 from CourseHero.com on 02-15-2023 04:52:04 GMT -06:00 https://www.coursehero.com/file/85066764/Assessment-2-conflict-managementdocxdocx/ Umang Arora Manage conflict SITXCOMOO5 Question 11. There is a commonly accepted/used method for dealing with all complaints: What are they and explain? (350-400 words) Answer. Take appropriate action and commonly use the steps: Listen carefully - listen to everything customer say, feelings and expectation and listen to the whole message. Acknowledge and show empathy- listening without interrupting, speak calmly. Respond inform the customer what the action will be taken, verbally explain what you will do. Explain the policy and procedures and how much the company will be pay if there is damages. Take action - show how you implement the solution to the problem. Report – all the report should be record and use simple word. what legal policy you use, what damage has been done on that complain and follow up and explain to the staff and make documentation Ref : https://drive.google.com/file/d/1vkDOS4MDmwi7QEqTI9ISY3mIgoAYjwDJ/view Page no.: 25 Question 12. What are the attributes we need to be able to display to deliver a high level of customer service? Name and explain the 6 points mentioned in these notes: (50-75 words) Answer: The important attributes needed to deliver high level of customer services are: - Patience: take time to listen and fully understand each customer’s problems and needs. Attentiveness: is important to provide great service to number of customers. Ability to communicate clearly: simple and leave nothing to doubt. Ability to use positive language: to make minor changes in conversational pattern. Time management skills to understand and solve costumer’s problems. Ability to handle surprises to come up with a quick system. Question 13. Define what is meant by “an interpersonal conflict”, explain it with some examples. (200250 words) Answer. Interpersonal conflict is disagreement between two person, or different people opinion, an emotional experience where we feel that our needs, values or sense of identity is being threatened or undermined by the behaviour of someone else. It is quite common for us to experience conflict internally, without the other person even knowing they’ve caused it. This study source was downloaded by 100000814912278 from CourseHero.com on 02-15-2023 04:52:04 GMT -06:00 https://www.coursehero.com/file/85066764/Assessment-2-conflict-managementdocxdocx/ Umang Arora Manage conflict SITXCOMOO5 Examples are: 1. One or both parties refuse to speak to each other (avoidance). 2. A confrontation, or series of confrontations take place. 3. They say hurtful things about the other person to their peers, hoping to win favor and alienate the other person. 4. Or one or both sides can have a reasonable conversation about what the other person did that upset them, and invite sharing of perspectives to gain understanding. Question 14.What are the three main types of evaluation? Briefly explain each of them. (100-150 words) Answer. 1. Process evaluation: This determines whether program activities have been implemented as intended and resulted in certain output. This type of evaluation can be conducted periodically throughout the life of program and start by reviewing the activities. It helps to strengthen the ability of individual to report the program and use information to improve future activities. 2. Outcome evaluation: It measures the effect of program in the targeted population by assessing the progress in the outcomes that the program is to address. It tells whether the program is being effective in obtaining its objectives. 3. Impact evaluation: it is performed during operation of existing program at appropriate interval and at the end of program. It provides evidences for use in policy and funding decisions. Ref : https://drive.google.com/file/d/1vkDOS4MDmwi7QEqTI9ISY3mIgoAYjwDJ/view Page no.:27 Question 15). In addition to focusing on goal-achievement, evaluations may also focus on what 8 points? Answer. Focusing on goal- achievement and evaluation: Comparison with other program compliance with the regulation Relation of the benefits and host Giving voice to diverse and voice to experiences Describing the contract and the effects of the program Describing the program cultures Describing of the changes of program and participants over time Answering questions of intendent users This study source was downloaded by 100000814912278 from CourseHero.com on 02-15-2023 04:52:04 GMT -06:00 https://www.coursehero.com/file/85066764/Assessment-2-conflict-managementdocxdocx/ Umang Arora Manage conflict SITXCOMOO5 Motivation to all the team members Self-confidence The power of believing that you can improve Fore seeing obstacles Dealing with temptation Anticipated regret Create a mission statement Meticulously construct and follow a plan This study source was downloaded by 100000814912278 from CourseHero.com on 02-15-2023 04:52:04 GMT -06:00 https://www.coursehero.com/file/85066764/Assessment-2-conflict-managementdocxdocx/ Powered by TCPDF (www.tcpdf.org)
