Question: Task 3 Use Problem solving skills in conflict resolution 3 (a) Identify two characteristics of effective problem solvers (2 marks) (PC3.1) __________________________________________________ __________________________________________________ 3 (b)
Task 3 Use Problem solving skills in conflict resolution
3 (a) Identify two characteristics of effective problem solvers (2 marks) (PC3.1)
- __________________________________________________
- __________________________________________________
3 (b) Describe two communication skills required to resolve conflicts (2 marks)
(PC3.2)
- __________________________________________________
- __________________________________________________
3 (c) Describe two conflict resolution techniques and two possible conflict outcomes (4 marks) (PC3.3)
Complete the table below:
| Conflict resolution technique | Description |
| |
|
| |
|
Possible conflict outcomes Description i. ii.
3 (d) Read the case study below. You are the hotel manager and you must resolve the conflict situation. You must apply the conflict resolution process using conflict resolution techniques and communication skills that will lead to satisfaction of all parties (12 marks) (PC3.3) Present a role play for your meeting with Mariam and Fatima. This will be recorded for assessment purposes. Hints: Conflict resolution techniques 1. Identify the problem 2. Looking at both sides 3. Find the cause of the problem 4. Identify possible solutions 5. Choose a solution 6. Plan the way forward. CASE STUDY: Fatima had worked for Bab Al Shams for three years, since leaving college. She was a pleasant young woman, popular with her colleagues and who took an interest in other people. Fatima was always helping others, and eager to learn new skills. After working as a reservation clerk checking customer bookings, Fatima was promoted to customer services and after one year, Fatima was promoted to manager of customer services. Mariam has worked at Bab Al Shams Hotel for ten years and was still working at the same job as a reservation clerk in the administration department where she checked the customer reservations. Mariam wanted to be promoted to Customers Services where she would be able to help customers with their enquiries. Mariam was always quiet and unhappy with her lack of promotion and angry that Fatima had been promoted. Mariam did not speak to Fatima unless it was necessary and then she spoke to her in a disrespectful tone of voice.
Step by Step Solution
There are 3 Steps involved in it
Get step-by-step solutions from verified subject matter experts
Study Help