Use your own word. Thank you.
Assessment Task 1
Manage Conflict
Short Answer Questions
Questions
Identify three (3) common warning signs of conflict.
Answer:
Describe, in your own words, the five (5) stages of conflict.
Answer:
List the four (4) recognised levels of conflict.
Answer:
Identify three (3) factors that can lead to conflict in a hospitality environment.
Answer:
Describe what conflict theory says about the results that come from dealing with conflict.
Answer:
Explain how the use of each of the following communication strategies can be effective in conflict situations.
| Active listening | |
| Empathy | |
| Non-verbal communication | |
| Style of language | |
| Questioning techniques | |
| Communicating in a culturally competent manner |
Describe how assertiveness and negotiation can be used as effective conflict resolution techniques.
Answer:
Identify four (4) pieces of information you would expect to find in an organisation’s policies and procedures for complaints, conflicts and dispute resolution.
Answer:
For each person/group below, identify one (1) scenario where they may be required to assist in managing conflict.
| Counsellors | |
| Internal security staff | |
| Mediators | |
| Other staff | |
| Police | |
| Senior staff |
