Question: Part A: 1. Ask the parties to explain the issue and take notes 2. Determine the cause of conflict 3. Determine the problem/issue - and

Part A: 1. Ask the parties to explain the issue and

Part A: 1. Ask the parties to explain the issue and take notes 2. Determine the cause of conflict 3. Determine the problem/issue - and the details how it may have occurred 4. Discuss possible alternatives/solutions with the parties 5. Check with your manager (trainer/assessor roleplay) about the penalty costs involved; and what be done about it 6. Negotiate a settlement resolution

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