This is a practical activity which will require you to resolve a conflict between two or more employees. You will need to research and utilise appropriate sources of internal and external assistance. It will also be necessary to arrange and partake in workplace discussions for successful resolution of the conflict. Finally, you will need to prepare a report, noting comprehensive details of the conflict, the parties involved, discussions with all parties, and the resolution.

You are also required to consider the details of any conflicts. You should analyse the reasons for this conflict and suggest changes to limit the risk of reoccurrence.

To complete this practical activity, please refer to below given scenarios and perform the given activities.

Scenario 1

You work for a Lead hotel in Perth in the role of Food and Beverage Manager; within your role you are responsible for the entire food and beverage operation within the hotel during which you are responsible for all F&B departments and any major complaints within the property.

When standing in the back area of the restaurant having a discussion with your colleague, you overhear a situation in the back of house between two members of staff preparing for event service. Whilst they are completing preparation tasks in the room next door, one member off staff makes a rude and disparaging remark about the colleague's work ethic.

The colleague explodes, stating they are sick of the other person making these types of comments all the time and they've had enough. They confront the other person about this recent comment and others that have been made in the past. The team member angrily accuses them of:

making comments about their nationality

trying to exclude them from others in the team

consistently undermining their work performance

It is your responsibility as Operational manager in the absence of your banqueting manager, to deal with the immediate situation.

You are required to prepare a report noting comprehensive details related to Scenario 1. Make sure to include following in your report:

Nature of the conflict

Each party standing in the conflict.

Discussions and meeting

Possible solutions

Agreed solution/solutions.

Recommendations

Outcome and any follow up reviews

You should refer to provided sample complaint handling policy to complete this report.

Scenario 2

The two team members make the following comments in response to your questioning.

Team member 1

I ask him to do stuff and he just ignores me. He walks off and does other things. But he's always watching me and the rest of the team like he's trying to catch us doing something incorrect. And he's so slow. We always have to do extra jobs to cover all the things he doesn't get done in time. He's been here long enough; he should know what to do by now.

Team member 2

I've been here six months now and no one has ever really shown me how to do things properly. I've had to work it out by watching the others when they do it. In my country, you have to follow the orders of anyone who holds a higher position than you do. If we didn't do what our superiors told us, you could lose your job instantly. So, if a supervisor here tells me to do something, I do that job, not one that someone else tells me to do.

Q1. What are the underlying reasons for this dispute?

Q2. You need to resolve the dispute quickly.

What strategies you use to resolve the dispute at this point in time.

The options available.

How you select an appropriate solution.

The impact the selected solution could have on the individuals and/or the business.

Your responsibilities when actioning strategies or implementing solutions.

How you will implement your solution