This role play is linked to Role play 2 and occurs the next day. The same staff from the night before are coming in to start their shift. Your assessor will provide you with some guidance about where you are to begin the role play. During this role play you must: • demonstrate effective communication skills when interacting with those involved • identify potential for conflict • take swift and tactful action to prevent escalation • identify situations where personal safety of colleagues may be threatened and organise appropriate assistance • identify and use relevant resources (policies and procedures) to assist in managing conflict • establish and agree on the nature and details of conflict with all parties and assess impact • manage conflict within scope of own role and responsibilities, and according to organisational procedures • evaluate options to resolve the conflict in line with organisation policies and constraints • seek to resolve a solution to this conflict • implement the best solution based on the situation that is occurring and your responsibility to uphold organisation procedures. Note that this role play will include some aggressiveness from a Bridge Hotel staff member who is under the influence of drugs.

Answer rating: 100% (QA)

Role Play 3 Conflict Resolution at the Bridge Hotel Assistant Good morning everyone I hope youre all ready for another shift at the Bridge Hotel As we discussed yesterday well be focusing on effective ... View the full answer