Use your own word. Thank You.
Assessment Task 2
Manage Conflict
Portfolio & Roleplay
Scenarios
Successful completion of this unit requires that you can resolve complex or escalated complaints and disputes with internal and external customers and colleagues.
You will need to participate in a number of role plays to demonstrate your skills and knowledge.
During the role plays, you will be required to demonstrate a range of the skills and knowledge that you have developed during your course.
These include:
resolving escalated complaints or disputes with customers in relation to each of the following:
problem or fault with product or service
delays or poor timing of product or service supply
misunderstanding of customer request or communication barrier
resolving team member disputes in relation to:
worker mistake
dispute or argument among work colleagues
taking appropriate action in response to the following threat or conflict situations:
customer refusing to leave or be pacified
people involved in physical violence
using a range of conflict-resolution techniques and communication skills when seeking to resolve each of the above situations.
Your assessor will observe you throughout each role play. In most cases they will be participating in the role play as a customer or colleague.
They will complete a checklist to record their observations.
Please review the following documents prior to the role plays:
Bridge Hotel Complaints Policy and Procedures (Appendix 1)
Bridge Hotel Customer Service Policy and Procedures (Appendix 2)
Bridge Hotel Conflict Resolution Policy and Procedures (Appendix 3)
You will need access to the Complaints Register template (Appendix 4).
Activities
Role play 1
| Roleplay Scenario You are working as the supervisor of the Bridge Hotel. It’s Mother’s Day and the kitchen has been under pressure since the early breakfast service. As part of the Bridge Hotel’s Mother’s Day promotion, the kitchen has been providing take away service for families who prefer to stay at home and celebrate. Customers who purchase take away can order from an ‘abbreviated’ menu (meaning they do not have access to the full range of menu items as in-house diners) and the Bridge Hotel will have delivery drivers send out the meals. The busy lunch service is almost over, and you are just about ready to breathe a sigh of relief. One of the wait staff approaches you and hands you the phone. The customer on the other end of the line is not happy and this is the second time they have called today. They have asked to speak to the manager as no one else is able to help them. Roleplay Conditions Your assessor will play the role of the customer During this role play you must:
At the end of the role play, you will need to complete the Complaints Register (Appendix 4) to document your ideas for improvement. You will also need to write an email to the customer and ask them to provide you with feedback about the outcome. Ensure that this is written clearly, respectfully and professionally. This roleplay should take no more than 10 minutes. |
Answer: You need to write 3-4 paragraphs according to “ during the role play” and then you need to complete the Complaints Register (Appendix 4) (see on the other file) and write an email to customer. You can see the other information on the last page.
Role play 2
| Roleplay Scenario To ensure realism, you will not be provided with any background information about this conflict situation. Your assessor will tell you where you need to stand at the beginning of the role play. You are then to respond to the situation as it unfolds. Roleplay Conditions During the role play
At the end of the role play, you will need to complete the Complaints Register (Appendix 4) to document your ideas for improvement. You will also need to write an email to the wait person involved that does the following:
This roleplay should take no more than 10 minutes. |
Answer: : You need to write 3-4 paragraphs according to “ during the role play” and then you need to complete the Complaints Register (Appendix 4) (see on the other file) and write an email to wait staff. You can see the other information on the last page.
Role play 3
| Roleplay Scenario 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. Roleplay Conditions During this role play you must:
Note that this role play will include some aggressiveness from a Bridge Hotel staff member who is under the influence of drugs. Speak to your assessor before if you are concerned or feel uncomfortable about this scenario. At the end of the role play, you will need to complete an incident report that clearly details the situation that occurred. Use the Incident Report template (Appendix 5) to do this. This roleplay should take no more than 15 minutes. |
Answer: You need to write 3-4 paragraphs according to “ during this role play” and then you need to complete the Incident Report template (Appendix 5) (see on the other file).
Reflection
Meet with your assessor once all role plays are complete. This is an opportunity to reflect on your performance and how you felt you resolved the situations. You will also discuss the impacts of each situation and how this could have negatively affected the business had it not been resolved. Discuss any improvements you would make to your own performance and whether you feel that the solution was the most effective, based on the circumstances.
Discuss the causes of the conflicts that occurred and what you would do to make sure these do not happen again. You can refer to your Complaint Register for this part of the discussion
Answer: you need write 3-4 paragraphs.
*NOTE: Information about this assessment
SCENARIO 1: The student must submit an email they have written to the customer with the purpose of seeking feedback about the resolution of the situation. the email should clearly describe the situation that occurred and provide an apology for the disruption to their Mother’s Day celebrations. The student should ask the customer if they have any further feedback regarding Bridge Hotel’s handling of the situation and whether they were satisfied with the outcome.
SCENARIO 2: The email sent to the staff involved (at the very least the wait person, and it may include the kitchen staff but this is not mandatory) must address the fact that the situation that occurred could have led to dire outcomes for the Bridge Hotel (referring to poor publicity due to the customer’s threat to post over social media and the potential legal risk to the business for having put someone’s health at risk( for example: the customer is gluten free, allergic with cheese, mushroom or anything)). The email should include reference that the wait person’s response was not appropriate and was not in line with the policy and procedure. The email should also refer to the feedback they are providing as being part of a learning experience, and the staff members will receive training to make sure they are well educated in special dietary requirements and customer service. Despite the seriousness of the email, it should be respectful and professional in the way information is imparted.
Bridge Hotel Complaints Register (Sample responses provided).
| Date of complaint | Complainant name | Person responsible | Description of complaint | Cause | Resolution | Systemic improvement required |
| Date | Name of customer | Student name | Customer lost a booking for the Mother’s Day event/function: they subsequently decided to take advantage of our delivery menu: the delivery was late and the timeframe advised by staff when the customer first. | Double booking and poor service from delivery drive and customer service | Discussed the issues with the customer, listened carefully to their grievances. In line with procedures. I [response will vary but may include offering free meals, refund and free meals or other suitable option]. Followed up with the customer by emailing to seek confirmation of satisfaction with outcome. | Review of booking processes and procedures, especially in relation to high volume events/functions. Train customer service staff in booking procedures and to check for double bookings. Make sure all bookings are placed directly into the system at the time of phone call or request (not left until later where the table may be lost). Review delivery processes and determine whether more delivery staff are required to handle volume of home delivery orders. Seek feedback from delivery customers about their experiences so far. |
