conflict.pptx

Insight to Conflict definition
Conflict can ignite from the smallest word or action and
can spark destructive responses and behaviors.
3

Unresolved or poorly navigated conflict can damage and
even destroy relationships. However, conflict does not
have to be destructive.
4

Handled effectively, conflict can actually contribute to
stronger, deeper relationships and can help to address
ongoing problems and concerns.
5

Effective communication skills serve a key role in
successfully resolving conflict, both in the home and
in the workplace.
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The first step to conflict resolution is to decide what
strategy you are going to use to address it . However
before you can do that , you need to identify the root
source of the conflict. There are three main types of
conflict as we shall explain below .
Conflict Resolution
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Types of Conflict :
There are three types of conflict :
1. personal or relational conflict
2. instrumental conflicts
3. conflicts of interest
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Types of Conflict :
Personal or relational conflicts : are usually about
identity or self-image, or important aspects of a
relationship such as loyalty, breach of confidence,
perceived betrayal or lack of respect
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Instrumental Conflicts : are about goals, structures,
procedures and means: something fairly tangible and
structural within the organization or for an individual
Types of Conflict :
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Conflict of Interest : This types is concern with the
ways in which the means of achieving goals are
distributed, such as time, money, space and staff.
They may also be about factors related to these, such as
relative importance, or knowledge and expertise.
An example would be a couple disagreeing over whether
to spend a bonus on a holiday or to repair the roof
Types of Conflict :
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Methods to overcome Conflicts
Method 1 “ Changing Your Mindset “
1. Realize there will always be difficult
people. No matter where you live or work, you will
encounter people who seem like they are out to
hurt others.
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The key is to learn how to deal with these sorts of
people. Because they are impossible to avoid, it
may help you to identify some of the different
types of difficult people so you can decide the best
way to interact with them. They include :
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It may help you to identify some of the different types of
difficult people so you can decide the best way to interact
with them.
They include :
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1.“Hostile” people tend to
react violently. They can be
cynical, argumentative, and
have trouble being in the
wrong. These people thrive in
power roles or as cyber
bullies.
3.“Neurotic” types are yet
another breed. They might
be anxious or pessimistic
and often are very critical of
others.
4.“Egoists” prize their
own interests first. They
loathe compromise and
also are hyper-sensitive to
personal affronts.
2.“Rejection-Sensitive”
folk look for insults. In
other words, it’s very easy
to offend them. They
often use textual means
(email, texting) to express
their dismay.
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2.Increase your frustration tolerance. The other
person's behavior is beyond your control, but you get
to decide how you will react and whether or not to
engage them. One way to do this is by increasing your
frustration tolerance, which involves challenging
irrational beliefs that may lead you to become stressed,
angry, or lose your cool.
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A.When you find yourself using
words like "must," "can't,"
"should," "have to," "always," or
"never," take a moment to
reassess that thought.
2.Increase your frustration tolerance
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B. When interacting with someone
difficult, you may be thinking, "I
can't deal with this person anymore!"
Before you react based on this
irrational thought, take a deep breath
and question it's validity.
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C. The reality is that you can deal with it. You
won't die or go insane because some customer
your mother-in-law is trying to micromanage
Thanksgiving, or your boss is going on a rant.
You are strong and you can take it. Your choice
lies in how you take it: will you stress until your
blood pressure begins to soar, or will you take
some deep breaths and hand your mother-in-
law some carrots to chop so she's occupied?
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3. Examine your own behavior.
If people continually attack you, it could
be that you are attracting the wrong types
of people. For example, if you are overly
negative, other pessimistic people might
flock to you.
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1.When you had negative experiences in the past, what
was your role? What were your actions in response to
the behavior. For example, let’s say your friend Liz
constantly picks on you. Do you respond to her? Do
you stand up for yourself?
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2.It’s helpful to recognize your own strengths and
weaknesses. This way, when you confront difficult
people in the future, you will be better equipped to
handle them.
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4.Be aware of your perceptions of others.
One of your friends might seem difficult but she
could be going through a rough time. Instead of
judging others’ behaviors immediately, practice
empathy by stepping back and reflecting on how
you would feel in his or her place
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1.Practice acceptance by taking a deep breath and looking at
the person with as much compassion as possible.
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2.When you accept that something "just is,"
acknowledging and accepting that the person is
difficult, you release some of the tension created by
resistance or trying to fight.
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3.Imagine a sympathetic reason for their behavior. You
may not understand why a customer just blew up at
you for no apparent reason.
It doesn't matter if the reason is true or even very
realistic – it helps you stay calm and not feed into the
negativity
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Review the Support Material
Activity Number ( 2 )
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Lesson 1 Summery
1. Conflict can ignite from the smallest word or action
2.Effective communication skills serve a key role in
successfully resolving conflict.
3. There are many some Methods that are good to follow in
order to minimize the negative effect of conflict
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Next Lesson will :
1.Discuss another method to avoid conflict .
2. Give some tips in how to avoid conflict.
3. Have a short Quiz .
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To avoid conflict try to be away from The
symptoms of the mistake which are
manifested as:
1.Justifying behaviors
2.Explaining why he was right
Avoiding Conflict

3.Showing the other person why he was wrong
4.Rehashing what had already happened
5.No focus on what to do the next time this situation
occurred to make it turn out better
Avoiding Conflict

Problem discussion becomes negative and accusatory, if
it goes on too long. Problem solving is about finding
ways to set and meet mutual expectations and how to
interact with and behave towards each other so that
conflicts do not recur.
Avoiding Conflict

Avoiding Conflict
If you want to productively resolve conflicts, move
quickly to a future focus. Only stay in the past long
enough to understand how the miscommunication or
misunderstanding happened, and then look for ways
you can interact with the other person in the future to
stop the problem from happening again.

Method 2 ( Analyze your battle )

When butting heads with a difficult person, decide
when it is worth your efforts to discuss the problem.
Not every fight needs to be fought. The sooner you
realize this the happier your life will become.

1.Ask yourself if the situation is causing you enough
distress that it must be addressed.

2.Consider your relationship to this person. If it's your boss or
another authority figure, you have to accept some things
you don't like (unless it's abusive behavior).
If it's a friend , family member or a customer think about
whether choosing not to engage is enabling bad behavior or
simply saving you time and grief.

3.Can you even win this fight? You might really, really,
want to take on someone that irks you.
But you may have to size up the
situation , and consider if it really is
one that you can reach your goal.
Or, the timing is bad.
Or you may have to decide if you need to really formulate a
plan, get help, or consider your options.

Take a deep breath before responding to collect your
thoughts and calm your emotions. If your conflict is
happening via email or texting, try to avoid sending
digital text messages when upset.
Take a bit of time to let your stress level decrease. Then
you will be able to approach the person more
reasonably.

3. State your needs clearly with
assertive communication

Don't give the person the opportunity to manipulate you or
twist your words.
Aim to use “I” statements rather than “you” accusations. For
example:
”I understand that you are frustrated by my lateness. I would
feel the same way. Unfortunately, the booking is overload
today and we were so busy with the preparation . I am very
sorry for making you wait!”
Do not say: “You are unreasonable for expecting
me to be punctual when the rooms are over
booked .

No matter the response of the other person, keep your
cool. Do not resort to name-calling. Take breaths
before your responses.
The key is to not let yourself sink to the other person’s
level. Also, the calmer you remain, the more likely the
other person will notice and reflect on his or her
behavior.

Keep a short clear narrative that is not bogged down
with too much detail or emotion.
It is very possible you won’t be able to get the person to
see your point of view and you don’t need to try to
convince them. State what happened and don't feel
you need to explain yourself.

Avoid being defensive. You might want to argue your point
but with difficult people, it is best to bypass these kinds of
arguments. Do not waste your time trying to prove that you
are right. Instead, keep the situation as neutral as possible.

6. Minimize your interactions.

If you must interact, try to keep things short by excusing
yourself from the conversation or bringing a third
party into the conversation.
Stay as positive as possible and make sure to calm down
afterwards.Accept that this person will likely never
become the friend, colleague, or sibling you want

If you are not making headway with someone and need
to do so, speak with a potential mediator. Perhaps your
boss can help improve the situation . Strive to share
complaints only with people you trust.

Lesson 2 Summery
1.To avoid conflict we must be away from some mistakes that
illustrated in this lesson .
2.Discussing the problem for too long leads to conflict
inflation .
3. Taking a breath to calm & being polite & sticking to
the facts are key procedures to deescalate the conflict

Next Lesson will :
1. Discuss “The Nature of Human Beings”.

1.The Nature of Customer
Accommodation seeker .

In many ways, the nature of humans
isn't much different from that of other
animals: We need to breathe, eat, drink,
procreate, and survive. But there is
something that sets humans apart from
all other fauna: We are sentient. And
one of the manifestations of being self-
aware, beyond whatever we need, is
that we also want.

Perhaps one of the most essential
things we must understand about the
nature of those very important humans
- our customers - is the difference
between what they need and what they
want. Here are some examples of what
this mean, as well as what to do with
that information.

So if you're in the tire business, should you advertise your
tires, which are much like those of your competitors? Or
should you focus attention on your service program that
anticipates when your customers' tires need replacing and
handles that project for them, including pick-up and delivery?
How about this tag line: "New tires AND your Saturday back.“
• Everyone who owns a car will need to buy new tires at some
point. But what they want is to not have to take an entire
Saturday to find and acquire them.

Basically the hairless weenies of the animal kingdom,
human beings need shelter. But what they want is a
home, not a house.

So if you're a realtor, should you focus
your assistance on the list of features of
a house, or how the exterior setting and
interior space fits your customers' sense
of what a home is?

E.G :
What I want to know is how much will you enjoy the
sun rising over that ridge as you have your first cup
of coffee every morning for as long as you live here.

• Humans, like thousands of other warm-blooded
animals, need to eat every day, whether they get to or
not. But only humans want to dine.
So if you own a fine dining restaurant, do you emphasize
the food that will be forgotten tomorrow, or the
atmosphere that can create a memory? "

Check this out: "Long after you've forgotten how
wonderful our food is, you will still remember that
table for two in the corner, or the booth next to the
fireplace.

Write this on a rock...
Most humans can get whatever they need
in lots of places. But still they search for
what they want. It's human nature. It's not
a mystery.

Make Customers Feel Secure
Humans don't need security, but they want it. And a big
part of humans feeling secure is thinking that
someone is looking out for them.

Connect To The Right Customers
A customer who is motivated by price alone will not
become a friend to small business. Let the discounters
be their friend. It's not possible for you to do business
with everyone anyway, and the good news is you don't
need everyone's business to be successful.
Just like choosing a friend, choose customers who
have something in common with you, take care of
them, and let the others go somewhere else.

The Nature Of Friends
It is the nature of many species of animals to live in
groups. There are herds, schools, pods, flocks, gaggles,
droves, packs, and of course, families. It's clear that
some animals, like elephants and whales, have life-
long relationships..

The desire for friends is another of the most important
aspects of human nature we should study about our
customers. One of Webster's definitions of friend is, "a
favored companion."
The sooner we realize that modern-day customers want
to think of our business as a friend, and the sooner we
make them feel that we are a valued companion in the
marketplace, the closer we will be to sustained
success.

Friendship
as a Brand
A member of my Brain Trust,
Lois Geller, has written a book that
focuses on the possibilities of being
friends with customers. In Customers
For Keeps, Lois identifies several
stages of what she calls, "Friendship
Branding." We shall talk about a few
of those stages, and how they will
help us use what we know about
human nature to create successful
friendships with our
customers.

Someone once said, "Friends you choose, family you're stuck
with." Lois tells us to make customers into friends, not
family. Like our social friends, we should choose our
customer friends wisely.

You would be hard pressed to find a more exciting thing
about owning a small business than the fact that every
time you make a sale, you have an excellent chance of
making a new friend or strengthening an old one.
And every time that happens, you not only deliver
product and service, you also deliver security.

When you've created a friendship brand, your customers
won't think of your staff when they need something,
they will see the faces of the friends who will deliver
what they want.

Lesson 3 Summery
1.The basis of Human Nature that we need & want .
2. There is a difference between what humans need and
what they want.
3. The desire for friends is a very important aspects of
human nature
4. humans want to feel secure.
5.It is vital to create a friendship brand

We must know that travelling is a part of who we are.
And when we are asked why we travel or seek an
accommodation , we will list a myriad of reasons.
Hospitality & Accommodation seeker Nature

1. You love meeting new people.
Travelling &Seeking Accommodation reasons :

2. You love experiencing new things.

3. You love seeing new places.

4. You love tasting new foods.

5. You love adventure and the
spontaneity that the journey brings

6. You enjoy pushing yourself out of your comfort zone

7. You enjoy the personal growth that happens
within you through the culmination of
everything you experience and the people
you meet.

Let’s analyze 12 common characteristics of people who
love traveling ,seeking food and accommodation . Bear
in mind that many of these are learned traits that are
refined the more one travels. And if you are an aspiring
traveler – the best advice I can give you is take the
plunge.
Hospitality & Accommodation seeker Nature

1. We are adventurous
Traveling more often than not involves venturing out
into the unknown. It involves traveling to a new place,
meeting new people and engaging in new
experiences. As travelers, we naturally have an
adventurous spirit. It is part of who we are, and the
more we travel, the more we feed this spirit. Adventure
is our normal.
characteristics of people who love traveling,
seeking food and accommodation

2. We are empathetic
We have a strong sense of
empathy. This is a
culmination of our diverse
experiences, the diverse
cultures we encounter and
the diversity of the people
we meet. We may encounter
immense poverty in certain
countries. We will share
stories with random
strangers. We will work
random jobs, from being a
bartender, to a cleaner and
even a waiter.

3.We are willing to learn; we are curious
As we move from place to place and meet new people we
continuously find ourselves learning new things
(whether out of choice or not). We become intensely
curious about everything and are eager to learn new
things, whether it be cultural customs or a new skill.

4. We welcome change; it’s a way of life
When we travel, the only constant is change. We find
ourselves surrounded by new people and new places
regularly. Over time, we learn to welcome those
changes. We learn to expect them. When we meet a
new person, we are cognizant of the fact that that
person has their own travel itinerary in mind and they
probably won’t be around forever.

5. We have higher self-awareness
Self awareness refers to our knowledge and awareness of
our own personality and character. It also allows us to
understand ourselves better and how others perceive
you.

6. We have higher self-esteem
Whilst we travel, we find
ourselves continuously pushing
ourselves out of our comfort
zones. We talk to random
strangers. We meet new people
at hostels. All this improves our
confidence in our own abilities;
to overcome any challenges that
are thrown our way. Traveling
develops our self-esteem.

7. We know ourselves better
This may seem cliché, but it’s true. Traveling teaches us
about our strengths, our weakness, what we like and
don’t like. It teaches us about our personality.

8. We are more observant
“A traveler without observation is like a bird without
wings.”
It may not seem obvious that we as travelers are
observant. After all, there is so much that we need to
take in as we move from place to place. Surely our
brains will filter out a lot of information as to prevent
information overload?
If you think about it though it is for that exact reason
that we are more observant.

9. We are more grateful
Gratitude is the base or foundation from which
appreciation grows. When we are traveling and
seeking for accommodation we are often exposed to
other people who live in immense poverty. We are
exposed to ways of living that seem morally incorrect.

10. We are more appreciative
From our feelings of gratitude, we develop a greater
appreciation. We are more than grateful for those
hiking shoes, we appreciate the value they provide in
supporting our feet hike after hike. We appreciate our
family and friends back home. Our appreciation is
heightened.

11. We are very independent
When we travel, we realize it is just us and the big wide
world. We are responsible for every step and action we
take. Where we go. The places we see and try to sleep
in.The people we interact with. We learn to deal with
any challenges that come our way, whether it be having
to sort out visas, book accommodation or even organize
a job.

12. We adapt well
Traveling by nature requires us to continuously adapt; to
new environments, experiences and people. Traveling to
a new country where there is different place to sleep,
food, language(s) and ways of living, requires us to
adapt our diets, learn some of the local language and
function within new laws.

Lesson 4 Summery
1. We must know that travelling is a part of our nature .
2. There a lot of reason why we travel and search for
accommodation , such as searching for new people to
meet, new food , new places , new adventures …..etc.
3. We must recognize common characteristics of people who
love traveling and seeking accommodation.

Next Lesson will :
* Explain the impacts that travel and social
situations may have upon guests .

Travel impacts upon Guest
The travel impacts upon guests could be Positive
and Negative depend on the situation that a customer
may went through .

1.Excitment :
That little seed of wanderlust grew and grew until the
customers decided to take the plunge and finally buy
the airline ticket. There's no turning back now; their
dates are set, and they eagerly await the arrival of the
big day .

The customers book their accommodation, they start to
do research on travel blogs and guidebooks, and the
list of things they want to do and see while they're
gone fills up pages in their notebook .

Needless to say ,they're excited . Even with all that
planning , they still don't know what's going to happen
when they arrive , and that's going to happen when
they arrive, and that's often the best feeling in the
world .

2.Anticipation
Anticipation can be both a good thing and a bad thing.
While customers often find themselves daydreaming
about all the great things that will happen to them
while they're away, they sometimes begin to feel the
onset of nerves, too.

Lying in bed at night, unable to sleep, they start to list all
the things they need to do before your trip : find good
pair hiking boots, get all their immunizations,
exchange money, pack , and so much more .

And what about everything the customer is leaving at
home : works , family , friends , their flat ? will
everything be okay ? No matter how excited they are ,
they spend the night before every big trip fretting
about all the little things they wouldn't be able to
remedy by then anyway.

3. Amazement
Customers left all of those worries behind , because you
just arrived at your destination. Maybe it's a bustling
city , maybe it's a tranquil lake, maybe you're about to
get lost in the mountains for a few months.

Wherever customers are, they are probably blown away
by how incredible it is, whether it’s incredibly
overwhelming . They are taken aback by everything
they see in front of them, and they can't believe they're
finally here.

They firmly believe that if they ever lose this sense of
amazement, tat if they ever become so jaded that a
new place doesn’t take teir breath away, that I should
consider hanging up my backpack for good .

4. Joy
The customers chose this place for a reason . Something
about it drew them here : the culture , the food , the
architecture , the nature , the people. Maybe they
seeing it for the first time , maybe for the tenth time;
other way it brings them immense happens to be here
.

They're full of joy for having the opportunity to see this
parts of the world. They worked hard to be here, and
they are living each day to the fullest . Joy comes in
speaking to new people and making new friends.

5. belonging
Maybe the customer have been here for a few days ,
maybe they have already stayed for a few months .
They quickly found their groove in this place, through
, discovered their favorite café , the best art museum ,
or the most serene spot to set and think .

The guy at the local shop nodes and waves when they
pass by . Maybe they could live here . Maybe this sense
of belonging could last forever.

Customers know when they reached this point when the
vendors at the local market know what they are going
to order before they have even order it.

6.Frustration
Even the calmest customer sometimes reaches their
boiling point. Everything has been going smoothly,
but one bad day really play with your mind They got
mugged , or they got lost , or nobody would help them
at the train or bus station.

It' easy to get frustrated when customers are tired,
hungry , sick or lonely .
Sometimes without meaning , the customers take out
their frustration on the place they are in , whether it
deserves it or not .

Short Story
Read the short story page 24 and answer the following :
What do you think of what happen with Noor ?
What this story can tell you about customers ?

7.Acceptance
Falling in love with a specific place. Maybe it was a visit
to a new restaurant that did it , or a smile form a
stranger .

Not every trip will go perfectly , of course , and a
customer should accept that whatever happened was
probably not the fault of the destination itself , but
the acceptance that life , no matter where on the plant
you are living it, has its ups and downs .

Customers may have a great days all of the world and
have also terrible days all over the world . they are
humans after all .

7.Dread
It seems like only yesterday that a customers are worried
about starting their trip , and now they are absolutely
dreading going home .

whether they only had a few days or have been gone for
years , it feels that your time abroad went fat too
quickly .
As nice as it will be see your friends and family and sleep
in their own beds , they just don't want to leave .

9. Sadness
The customers are home now , and have unpacked .the
souvenirs you bought on your trip are already setting
on their shelves , and you look at them every chance
you get .

Maybe they post an album on Facebook of the highlights
of your time away . And even though you had an
amazing time , you can't help but feel the post-Holiday
blues.

All of that build-up led to one of the best times of
customer life, and now it's over. Customers may be sad
because of that .

10.Appreciation
The customer fully appreciate how fortune they are to
have experienced that time abroad .

They shares memories with their friends and laugh
at all the Amazing stories they accumulated . They
look at their photos and get the biggest grin on your
face .

They reflect on how much the trip taught them and even
how much is shaped how they are today. And then ,
they start to get another little seed of wanderlust, and
they do it all again .

The degree of the Local Community acceptance of
tourism depend on the Fair Benefits distribution is a
very important component of the Social Situation
Depending on that the community either can accept the
tourists among them or be aggressive and refuse the
whole situation .
Thus the Tourist may be affected either Negatively or
positively
Social situation effect upon guest

Social situation is the combination of all social factors that
come into play at any one time. They are the facts and
experiences that influence individuals personality , attitudes
and lifestyle .such as : The growing popularity of social media.

Below is list of social factors which impact guests :
1.Lifestyles
2. buying habits
3.Education level

4.Emphasis on safety
5.Religion and beliefs
6.Health consciousness

7.Sex distribution
8.Average disposable income level
9.Social classes

10.Family size and structure
11.Minorities
12.Attitueds toward saving and investing

13.Attitudes toward green or ecological products
14.Attitudes toward renewable energy
15.Population growth rate

16.Immigration and emigration rates
17.Age distribution and life expectancy race
18.Attitudes toward imported products and service .

19. Attitude toward work , career leisure and retirement
.
20. Attitude toward customer service and product
quality .

These attitudes affect both the guests themselves in their home
before heading to their destinations, and they affect the
locals in the host country which as result affect their
acceptance of guest or not . This will shape their attitude
toward each other

Lesson 5 Summery
1. The travel impacts upon guests could be Positive
and Negative such as : excitement , amazement , sadness
,acceptance , frustrations …etc.
2. Social situation is the combination of all social
factors that come into play at any one time
3. There are a lot of social factors which impact guests
as mentioned in this lesson .

Next Lesson will :
* Explain How failures in systems and process
may lead to conflict

3. The effect of Systems and processes failures
Organizations and states are systems that
work within systems and with systems to
ensure their goals are achieved.

System is a group of body organs that
together perform one or more vital
functions, the body considered as a
functional unit (Merriam Webster
Dictionary).

An analysis of systems by Berk (1987) indicates
that “a systems failure occurs when a system
does not meet its requirements”.

Organizations like systems are people
dependent. As Machiavelli puts it in his
1531 book ‘the Discourse’, “one person
can begin an organization but it is
lasting when it is left in the care of
many and when many desire to
maintain it.”

individuals are the fabrics of
systems at onset and for
continuity, erstwhile operations
of the systems depend on the
unity of individuals and other
components of an organization
for posterity.
People form part of the
organization as a system both
internally and externally.

As Barnard Chester (1886-1961)
insinuates, people come together in
formal organizations to achieve ends
they cannot accomplish working
alone.
While arriving at his central thesis,
he recognizes that, “an enterprise
can operate efficiently and survive
only when the organization’s goals
are kept in balance with the aims of
the individuals working for it.”

In other words, Barnard postulates systemic failure as
being pegged on the deliberate detachments from
systemic goals especially unity.

A process Failure Mode Effects Analysis (PFMEA) is a
structured analytical tool used by an organization ,
business unit , or cross –functional team to identify
and evaluate the potential failures of a process .

PFMEA helps to establish the impact of the failure , and
identify and priorities the action items with the goal of
alleviating risk. It is a living document that should be
initiated prior to process of production and maintain
through the life cycle of the product .

This failure whether is in the computer systems or the
whole organization process will definitely affect the
service provided to our customers( guests ) .

The failure will affect the staff before than anyone else
therefore being reflect in their performance inside the
institutions .

Their bad performance will affect the guest satisfaction ,
thus the guest will be heading to somewhere else .

4.Factors may trigger an angry
response from others

There are a lot of factors that may trigger an angry
response or create a Conflict arises.
4.Factors may trigger an angry response from
others

Conflict can occur whenever people disagree over their
values, motivations, perceptions, ideas, or desires
4.Factors may trigger an angry response from others

Sometimes these differences look trivial, but when a
conflict triggers strong feelings, a deep personal and
relational need is at the core of the problem . A need
to feel safe and secure, a need to feel respected and
valued, or a need for greater closeness and intimacy
will appear .
others

Complaints in reviews are often less about the problem
than about how staff handled the problem when it was
brought to their attention.
others

Triggers are things an employee does or says that make a
guest angry. The more emotional a guest becomes, the
harder it will be to reason with him.

There are three types of triggers:

Visual triggers
They include gestures, body language, facial expressions,
posture, personal presentation and environment. If
your jaw is clenched, you avoid eye contact or your arms
are folded, the guest may interpret this as apathy,
inflexibility or even aggression..

Verbal triggers
They are related to the
things you say.
Interrupting can escalate
a tense situation, as can
telling guests they are
wrong.
Avoid saying things like
“You should have” and “I
can’t”; instead, tell the
guest what you can do.

Vocal triggers
They are related to the tone, volume and speed of your
voice. Speaking too quickly can confuse or irritate a
guest, whereas speaking slowly or loudly can come
across as patronizing. Strive to speak clearly, with a
strong, confident voice and a soothing tone.

Always Maintain a positive
attitude :

Be aware that you too have triggers. If a guest says
something offensive or untrue, you may become
annoyed and less willing to help.

Work hard to control your triggers. Remind yourself that
it’s your job to please customers, and sometimes that
means setting aside your own feelings.

Attitude is key. Rather than dread having to deal with
upset guests, think of these situations as a welcome
challenge. Tell yourself, “I can handle this. I’m going to
turn this guest around.” A positive attitude and great
service can help you calm down even the most irate of
guests.

Lesson 6 Summery
1. a systems failure occurs when a system does not
meet its requirements”.
2. systemic failure as being pegged on the deliberate
detachments from systemic goals especially unity.
3. The failure will affect the staff performance and thus
the customer satisfaction .
4. There are three types of trigger : Visual , verbal , local .

Next Lesson will :
* Explain how to Resolve Conflict Situations by
Excellent Communication

1. Positive Communication is vital
in reducing the possibility of a
conflict situations.

Soft skills is very important while we are communicating
with the customers . soft skills are the personal
attributes that allows us to effectively relate to others.
These skills enhance our personal interactions and
lead to greater job performance and satisfaction.
Resolve Conflict Situations by Excellent Communication

Soft skills encompass both personality traits, such as
optimism, and abilities which can be practiced, such as
empathy. Like all skills, soft skills can be learned
Soft skills :

Applying these skills helps us build stronger work
relationships, work more productively, and maximize
our career prospects.
Often we place the focus of our career development
efforts on hard skills – technology skills, knowledge,
and other skills that specifically relate to our ability to
get work-related tasks done.
Soft skills :

Often we place the focus of our career development
efforts on hard skills – technology skills, knowledge,
and other skills that specifically relate to our ability to
get work-related tasks done.
Soft skills :

Soft skills include :
• Communication
• Listening
• Showing Empathy
• Networking
• Self-confidence
• Giving and receiving feedback

Empathy is the ability to identify with another person’s
experience. While we often think of empathy in terms
only of identifying with someone’s pain or negative
experience, we can apply empathy in a variety of
situations.
Soft skills :

Developing empathy allows us to imagine ourselves in
another person’s shoes, to respond to others, and even
to vicariously experience others’ feelings of emotions.
Soft skills :

When we demonstrate empathy, we create connections
with others, which can help to build teamwork or
otherwise create shared goals.
Soft skills :

Empathy also helps to forge stronger interpersonal
connections between team members and colleagues,
which is as important as shared goals or
complementary skills when it comes to accomplishing
work.
Soft skills :

Empathy is one component of what is known as
Emotional Intelligence, or EI.
Emotional Intelligence is the ability to recognize
and manage our feelings so that they are expressed
appropriately.
Exercising emotional intelligence helps to create
harmonious, productive relationships.
Emotional intelligence

There are four key components of Emotional Intelligence:
Self-management
Relationship
management
Social awareness
Self-awareness
Self-management

• Self-awareness: The ability to recognize our own
feelings and motivations
• Self-management: The ability to appropriate express
(or not express) feelings
The four key components of Emotional Intelligence:

• Social awareness: Our ability to recognize the feelings
and needs of others, and the norms of a given
situation
• Relationship management: Our ability to relate
effectively to others

Taken together, these
skills make up our
Emotional
Intelligence
Quotient (EQI).
The EQI is a
measure of your
ability to exercise
soft skills such as
empathy.

The word “professionalism” often conjures up
images of a cold, distant, brusque person in a
nondescript navy blue suit. In fact, many
people have the sense that to be “professional”
is exactly the opposite of demonstrating
empathy and emotional intelligence!
Professionalism

However, professionalism is a key soft skill, and it
doesn’t require you to be inauthentic, distant, or
detached.
Professionalism

Professionalism is simply the ability to conduct yourself
with responsibility, integrity, accountability, and
excellence.
Acting with professionalism also means seeking to
communicate effectively with others and finding a way to
be productive
Professionalism

Professionalism involves what may seem to be
small acts, such:
• Always reporting to work on time and returning
promptly from breaks
Professionalism

• Dressing appropriately
• Being clean and neat
• Speaking clearly and politely to colleagues, customers,
and clients
• Striving to meet high standards for one’s own work
Professionalism

Case Study
reveiew your Notes Page 29

Lesson 7 Summery
1. Positive Communication is vital in reducing the
possibility of a conflict situations.
2.Applying these skills helps us build stronger work

Next Lesson will :
1.Present the Ability to manage customer
expectations to reduce the likelihood of conflict

Recognizing and resolving conflicting needs
If you are out of touch with your feelings or so stressed
that you can only pay attention to a limited number of
emotions, you won’t be able to understand your own
needs.

If you don’t understand your deep-seated needs, you will
have a hard time communicating with others and
staying in touch with what is really troubling you.

Successful conflict resolution
depends on your ability to:

Manage stress while remaining alert
and calm. By staying calm, you can
accurately read and interpret verbal and
nonverbal communication.

Control your emotions and behavior.
When you’re in control of your emotions,
you can
communicate your needs without
threatening, frightening, or punishing
others.

Pay attention to the feelings being
expressed as well as the spoken
words of others.

Be aware of and respectful of
differences. By avoiding disrespectful
words and actions, you can resolve the
problem faster.

Healthy and unhealthy ways of
managing and resolving conflict
Conflict triggers strong emotions and can
lead to hurt feelings, disappointment, and
discomfort. When handled in an
unhealthy manner, it can cause irreparable
rifts, resentments, and breakups.

But when conflict is resolved in a healthy
way, it increases our understanding of one
another, builds trust, and strengthens our
relationship bonds.

Unhealthy responses to conflict
are characterized by:
·An inability to recognize and respond to matters of
great importance to the other person
·Explosive, angry, hurtful, and resentful reactions

Unhealthy responses to conflict
are characterized by:
·The withdrawal of love, resulting in rejection, isolation,
shaming, and fear of abandonment
·The expectation of bad outcomes
·The fear and avoidance of conflict

Healthy responses to conflict are
characterized by:
·The capacity to recognize and respond to important
matters
·A readiness to forgive and forget

Healthy responses to conflict are
characterized by:
·The ability to seek compromise and avoid punishing
·A belief that resolution can support the interests and
needs of both parties

Four key conflict resolution skills

The ability to successfully manage and resolve conflict
depends on four key skills. Together, these four skills form a
fifth skill that is greater than the sum of its parts: the ability
to take conflict in stride and resolve differences in ways that
build trust and confidence.

Conflict resolution skill 1:
Quickly relieve stress

Recognize and manage your emotions.

Improve your nonverbal communication skills

Use humor and play to deal with challenges

Tips for managing and resolving
conflict while forming Plans of
Actions

·1.Make the relationship your priority.
Maintaining and strengthening the relationship, rather
than “winning” the argument, should always be your
first priority. Be respectful of the other person and his
or her viewpoint.
conflict while forming Plans of Actions

2. Focus on the present.
If you’re holding on to old hurts and resentments, your
ability to see the reality of the current situation will be
impaired. Rather than looking to the past and
assigning blame.

3.Pick your battles.
Conflicts can be draining, so it’s important to consider
whether the issue is really worthy of your time and
energy. Maybe you don't want to surrender a parking
space if you’ve been circling for 15 minutes. But if there
are dozens of spots, arguing over a single space isn’t
worth it.

4. Be willing to forgive.
Resolving conflict is impossible if you’re unwilling or
unable to forgive. Resolution lies in releasing the urge
to punish, which can never compensate for our losses
and only adds to our injury by further depleting and
draining our lives.

5. Know when to let something go.
If you can’t come to an agreement, agree to disagree. It
takes two people to keep an argument going. If a
conflict is going nowhere, you can choose to disengage
and move on

Other tips :
Remain calm. Try not to overreact to difficult
situations. By remaining calm it will be more likely
that others will consider your viewpoint.
help yourself feel steadier.

Express feelings in words, not actions. Telling
someone directly and honestly how you feel can be a
very powerful form of communication. If you start to
feel so angry or upset that you feel you may lose
control, take a "time out" and do something to help
yourself feel steadier.

Be specific about what is bothering you. Vague
complaints are hard to work on.
Deal with only one issue at a time. Don't introduce
other topics until each is fully discussed. This avoids
the "kitchen sink" effect where people throw in all
their complaints while not allowing anything to be
resolved

No "hitting below the belt." Attacking areas of
personal sensitivity creates an atmosphere of distrust,
anger, and vulnerability.

Avoid accusations. Accusations will cause others to
defend themselves. Instead, talk about how someone's
actions made you feel

Don't generalize. Avoid words like "never" or "always."
Such generalizations are usually inaccurate and will
heighten tensions.

Avoid "make believe." Exaggerating or inventing a
complaint or
your feelings about it will prevent the real issues from
surfacing. Stick with the facts and your honest
feelings.

Managing and resolving conflict by learning how to
listen
When people are upset, the words they use rarely convey
the issues and needs at the heart of the problem.
When we listen for what is felt as well as said,

Managing and resolving conflict by learning how to
listen
we connect more deeply to our own needs and emotions,
and to those of other people. Listening in this way also
strengthens us, informs us, and makes it easier for
others to hear us.

Tips for being a better listener:
· Listen to the reasons the other person gives for being
upset.
· Make sure you understand what the other person is
telling you—from his or her point of view.

· Repeat the other person’s words, and ask if you have
understood correctly.
· Ask if anything remains unspoken, giving the person
time to think before answering.

· Resist the temptation to interject your own point of
view until the other person has said everything he or
she wants to say and feels that you have listened to and
understood his or her message.

When listening to the other person's point of view,
the following responses are often helpful:
Encourage the other person to share his or her issues as
fully as possible.
· "I want to understand what has upset you."

· "I want to know what you are really hoping for."
Clarify the real issues, rather than making assumptions.
Ask questions that allow you to gain this information,
and which let the other person know you are trying to
understand.
· "Can you say more about that?"
· "Is that the way it usually happens?"

Restate what you have heard, so you are both able to see
what has been understood so far it may be that the
other person will then realize that additional
information is needed. · "It sounds like you weren't
expecting that to happen."

Reflect feelings be
as clear as possible. · "I can imagine how upsetting that
must have been."

Validate the concerns of the other person, even if a
solution is elusive at this time

Expressing appreciation can be a very powerful message
if it is conveyed with integrity and respect.

· "I really appreciate that we are talking about this issue."
· "I am glad we are trying to figure this out."
“Conflict resolution is one of the five key skills of
emotional intelligence”

The Five Skills of Emotional Intelligence
Skill 1: Quick Stress Relief
Skill 2: Emotional Awareness
Skill 3: Nonverbal Communication
Skill 4: Playful Communication
Skill 5: Conflict Resolution

Review the Support Material
Activity / the worksheet
263

Lesson 8 Summery
1. Recognizing and resolving conflicting needs
is very vital
2.There are healthy & unhealthy responses to a conflict that
must be recognized
3.Together, the five skills of emotional intelligence help
you build strong relationships, overcome challenges, and
succeed at work and in life.

2.The Ability to manage customer
expectations to reduce the
likelihood of conflict

Guests arrive at your door with expectations of the
quality, value and service your business will provide. If
expectations are not met, conflict can result.
2.Managing customer expectations in order to reduce
the likelihood of conflict

Preventing conflict starts with setting realistic
expectations of the experience you provide.
Managing customer expectations in order to reduce

Ensure that descriptions, imagery and other information
on your website, promotional materials and listings on
third-party sites are an accurate reflection of your
business.

Avoid superlatives in promotional materials like “best
value”, “ultra-luxurious” and “uncompromising
service” unless you’re confident you can deliver every
time.

Businesses are often called out in reviews over such
claims. It’s better to under-promise and over-deliver.
Customers expect solid customer service – and will
punish those who don’t deliver

The accessibility of large audiences
over social media has helped
customers find a voice when
encountering poor customer
service.

Brands and retailers need to be ready
to react swiftly to both positive and
negative attention. The former, to
harness the good things said and
spread it; the latter, to stop a small
spark from becoming a raging and
destructive forest fire

less than honest response to painfully poor customer
service can continue to balloon an issue until it
damages your sales, traffic, and your brand.

Be truthful, own it, and have the proper communications
and training in place to quickly mitigate the impact.

Customers have access to high-level
technology and services each day; thus,
their expectations are increasing.
Smartphones and apps have become so
deeply ingrained in our culture;.

It has afforded customers a degree
of user experience, service, and flow
that makes anything but that a
burden. People want search results
to find them. They also expect their
experience to be seamless .

Your website needs to be up to date, easy to read and
navigate. The same principle applies to your store and
its layout.

Though these expectations are not always attainable for
smaller retailers, it is important to make it simple, and
as accessible as possible.

Customers can tell when these steps haven’t been
taken. Do your best to make the path-to-purchase a
smooth one with analytics to learn customer
preferences, simple payment processes, and data-
driven customer retention strategies.

Customers hold both explicit and implicit performance
expectations for attributes, features, and benefits of
products and services. The nature of these
expectations will dictate the form and even the
wording of customer satisfaction survey questions .

1. Explicit Expectations
Explicit expectations are mental targets for product
performance, such as well-identified performance
standards.
7 . customer expectations:

For example, if expectations for a color printer were for 17
pages per minute and high quality color printing, but
the product actually delivered 3 pages per minute and
good quality color printing, then the cognitive
evaluation comparing product performance and
expectations would be 17 PPM – 3 PPM + High – Good,
with each item weighted by the associated
importance.
Now apply this in the Hospitality sector ….. .

3. Static Performance Expectations
Static performance expectations address how
performance and quality are defined for a specific
application.

3. Static Performance Expectations
Performance measures related to quality of outcome
may include the evaluation of accessibility,
customization, dependability, timeliness, accuracy,
and user friendly interfaces.

5. Technological Expectations
Technological expectations focus on the evolving state of
the product category.

6. Interpersonal Expectations
Interpersonal expectations reflect the relationship
between the customer and the product or service
provider.
Person to person relationships are increasingly
important, especially where products require support
for proper use and functioning.

7. Situational Expectations
In building a customer satisfaction survey, it is also
helpful to evaluate why pre-purchase expectations or
post-purchase satisfaction may or may not be fulfilled
or even measurable.
The following conditions may be considered:
Expectations may not include unanticipated service
attributes that are new to that consumer.

The following conditions may be considered:
Expectations may not include unanticipated service
attributes that are new to that consumer.

Always remember to perceive quality and value.

Remember to keep these
7 customer
expectations in mind
before you set out to
measure customer
satisfaction.
Understanding these will
ensure that your customer
satisfaction research will
provide accurate insights.

Lesson 8 Summery
1.Customers expect solid service that we must serve .
2. Brands and retailers need to be ready to react
swiftly to both positive and negative attention
3. Having an access to high-level technology
increases the customer expectations .

Lesson 8 Summery
1. Positive Communication is vital in reducing the
possibility of a conflict situations.
2.Applying these skills helps us build stronger work
3. Customers expect solid customer service – So we mst
deliver what they want .

Next Lesson will :
1. Illustrate The difference between assertive
aggressive

3.Assertive & Aggressive behavior
What Is Aggressive Behavior?

Aggressive behavior can cause physical or emotional
harm to others. It may range from verbal abuse to
physical abuse. It can also involve harming personal
property.

Mental health conditions and brain damage can
contribute to aggressive behavior.

Occasional aggressive outbursts are common and even
normal. Aggressive behavior is a problem when it
brings harm to others or becomes a frequent, regular
problem.

Assertive Customer
Characteristics Of An Assertive Customer
* Talks business
* Wastes no time in exchanging pleasantries
* Does not believe in relationships
* Straight forward and logical approach

Assertive Customer
* Might demand unusual favors
* Quick to show authority and demands a quick
redress to his problem
* High rate of speech and to the point.
E.g.
I want it fixed now.
I don’t want to know how or why, BUT JUST GET
IT DONE.
I can’t wait. Get me your superior.

Aggressive behavior
Aggressive behavior can cause physical or emotional
harm to others. It may range from verbal abuse to
physical abuse.

Aggressive behavior
Aggressive behavior violates social boundaries. It can
lead to breakdowns in your relationships. It can be
obvious or secretive.

Aggressive behavior
When you engage in aggressive behavior, you may feel
irritable and restless . You might not know which
behaviors are socially appropriate. In other cases, you
might act aggressively on purpose.
For example, you may use aggressive behavior to get
revenge or provoke someone. You may also direct
aggressive behavior towards yourself

Aggressive behavior
For example, you may use aggressive behavior to get
revenge or provoke someone. You may also direct
aggressive behavior towards yourself

What Causes Aggressive Behavior?

Many things can shape your behavior. These can include
your:
1.physical health
2.mental health
Aggressive behavior

3.family structure
4. relationships with others
5.work or school environment
6.societal or socioeconomic factors
7. individual traits
8. life experiences
Aggressive behavior

6.societal or socioeconomic factors
7. individual traits
8. life experiences
Aggressive behavior

As an adult, you might act aggressively in response to
negative experiences. For example, you might get
aggressive when you feel frustrated. Your aggressive
behavior may also be linked to depression, anxiety,
PTSD, or other mental health conditions.

Health Causes of Aggressive
Behavior
Many mental health conditions can contribute to
aggressive behavior. For example, these conditions
include:
autism spectrum disorder

Behavior
attention deficit hyperactivity disorder (ADHD)
bipolar disorder
schizophrenia

Behavior
conduct disorder
intermittent explosive disorder
post-traumatic stress disorder (PTSD)

Brain damage can also limit
your ability to control
aggression. You may
experience brain damage as
the result of:
1.stroke
2.head injury

3.certain infections
4.certain illnesses
Different health conditions
contribute to aggression in
different ways.

For example, if you have
autism or bipolar disorder, you
might act aggressively when
you feel frustrated or unable
to speak about your feelings. If
you have conduct disorder,
you will act aggressively on
purpose.

Other Aggressive causes :
1.poor relationship skills
2.underlying health conditions

1.poor relationship skills
2.underlying health conditions
3.stress or frustration
4. yell during arguments
5.get into fights

6.bully others
7. stress
8.peer pressure
9.substance abuse
10.unhealthy relationships with family members or
others

How Is Aggressive Behavior
Treated?
It may help to talk to someone about experiences that
make you feel aggressive. In some cases, you can learn
how to avoid frustrating situations by making changes
to your lifestyle or career.

Treated?
You can also develop strategies for coping with
frustrating situations. For example, you can learn how
to communicate more openly and honestly, without
becoming aggressive.

Your doctor may recommend psychotherapy to help
treat aggressive behavior. For example, cognitive
behavioral therapy (CBT) can help you learn how to
control your behavior. you understand the
consequences of your actionsIt can help you develop
coping mechanisms. It can also help .
Treated?

Talk therapy is another option. It can help you
understand the causes of your aggression. It can also
help you work through negative feelings
Treated?

For the Hospitality staff , you can do nothing to change
aggressive people but at least you can cope with and
calm them down
Treated?

What Is the Outlook for Aggressive Behavior?
Aggressive behavior rarely happens without a reason.
Identifying the root causes of aggressive behavior can
help you avoid situations that trigger it.

What Is the Outlook for Aggressive Behavior?
Speak with your doctor to learn how to identify and
treat the underlying causes of your aggressive
behavior.

Lesson 9 Summery
1. Aggressive behavior can cause physical or
emotional harm to others
2. Aggressive customer has many Characteristics
that we must recognize immediately.
3 .Assertive customer is not a threat .
4. Many Health Mental issues are behind the
aggressive behavior .

Next Lesson will :
1. How to Develop an Action plans to avoid
conflict

4. Developing Action plans to avoid conflict
•WHAT IS AN ACTION PLAN?
•WHAT ARE THE CRITERIA FOR A GOOD ACTION PLAN?
•WHY SHOULD YOU DEVELOP AN ACTION PLAN?
•WHEN SHOULD YOU DEVELOP AN ACTION PLAN?
•HOW TO WRITE AN ACTION PLAN

Developing an action plan can help change makers turn
their visions into reality, and increase efficiency and
accountability within an organization

An action plan describes the way your organization will
meet its objectives through detailed action steps that
describe how and when these steps will be taken

WHAT IS AN ACTION PLAN?
In some ways, an action plan is a "heroic" act: it helps us
turn our dreams into a reality.

An action plan is a way to make sure your organization's
vision is made concrete.

It describes the way your group will use its strategies to
meet its objectives.

An action plan consists of a number of action steps or
changes to be brought about in your community

Each action step or change to be sought should include
the following information:

 What actions or changes will occur
 Who will carry out these changes
 By when they will take place, and for how long
 What resources (i.e., money, staff) are needed to
carry out these changes
 Communication (who should know what?)

WHAT ARE THE CRITERIA FOR A GOOD ACTION
PLAN?

WHAT ARE THE CRITERIA FOR A GOOD ACTION
PLAN?
The action plan for your initiative should meet several
criteria. Is the action plan:
Complete? Does it list all the action steps or changes to
be sought in all relevant parts of the community (e.g.,
schools, business, government, faith community)?

Clear? Is it apparent who will do what by when?

Current? Does the action plan reflect the current work?
Does it anticipate newly emerging opportunities and
barriers?

WHY SHOULD YOU DEVELOP AN ACTION PLAN?

WHY SHOULD YOU DEVELOP AN ACTION PLAN?
There is an inspirational adage that says
, "People don't plan to fail. Instead they fail to plan."

Because you certainly don't want to fail, it makes sense
to take all of the steps necessary to ensure success,
including developing an action plan.

There are lots of good reasons to work out the details of
your organization's work in an action plan.
Read the list of reason in your note , page 40

WHEN SHOULD YOU CREATE AN ACTION PLAN?
Ideally, an action plan should be developed within the
first six months to one year of the start of an
organization.

It is developed after you have determined the vision,
mission, objectives, and strategies of your group.

Remember, though, that an action plan is always a work
in progress. It is not something you can write, lock in
your file drawers, and forget about.

HOW TO WRITE AN ACTION PLAN ?

DETERMINE WHAT PEOPLE AND SECTORS OF THE
COMMUNITY SHOULD BE CHANGED AND INVOLVED IN
FINDING SOLUTIONS

Some members of the community you might consider
asking to join the action planning group include:

Influential people from all the parts of the community
affected by your initiative (e.g., from churches and
synagogues, the school system, law enforcement, etc.)

People who are directly involved in the problem (e.g.,
local high school students and their parents might be
involved in planning a coalition trying to reduce teen
substance abuse)

 Members of grassroots organizations
 Members of the various ethnic and cultural groups in
your community

 People you know who are interested in the problem or
issue
 Newcomers or young people in the community who
are not yet involved

Lesson 11 Summery
.It is Vital to answer the following questions to create an
excellent plan of action :
•WHAT IS AN ACTION PLAN?
•WHAT ARE THE CRITERIA FOR A GOOD ACTION
PLAN?
•WHY SHOULD YOU DEVELOP AN ACTION PLAN?
•WHEN SHOULD YOU DEVELOP AN ACTION PLAN?
•HOW TO WRITE AN ACTION PLAN

Next Lesson will :
1. Discuss how to assess conflict situation risk

Assessing Conflict situation risk

1.Conflict Situations different
stages
Such situations reflect on what happens in conflict:
How it gets started,
How it escalates, and
What you can do to de-escalate it.

When we are involved in interactions that started with a
minor miscommunication and quickly elevated to full-
blown conflict
stages

we must quickly recognized what was happening, and
manage to get our communications back under
control.
stages

stages
Such situations reflect on what happens in conflict:
 How it gets started?
 How it escalates ?
 What you can do to de-escalate it ?

The escalation cycle generally starts with one person
(we’ll call them Person A) doing or saying something
that the other person (Person B) perceives as a threat.
Notice the key word: perceives.
stages

It doesn’t really matter if Person A meant their words or
actions as a threat. It only matters if Person B sees the
words or actions as a threat. This perception of threat
can take many forms
stages

Once Person B perceives a threat, they will probably
move to anger and then behave in a self-protective way
out of that anger.
stages

Person A now perceives Person B’s behavior as a threat.
Person A follows the same perception-anger-behavior
pattern and further contributes to the conflict
escalation.
stages

Either person can take steps to de-escalate the conflict.
They can either:
stages

Recognize the problem and change their behavior so that
the other person no longer perceives a threat.
— or —
Question their perception in order to get their own anger
under control.

As a result of this perception of threat, we often get
angry. Then, we behave in ways that they perceive as a
threat, and the conflict escalation cycle begins.
stages

Our natural responses to conflict often begin with this
perception of threat. This perception triggers our
“flight –or- flight “ response, and our adrenal glands
kick into high gear.
stages

Advice :
Question the story you are telling yourself about the other person.
 Such as : “Do they mean to harm me in some way, or did I just
misunderstand?”
 “Are they really on the attack, or are they just tired and having a bad
moment?”
 “Are they an evil person, or did I say something that offended them?”
stages

2. signs indicate that Conflict Situation moving
toward more serious stages .
Behavioral signs include:
• raising one’s voice

• pounding of fist on any surface

• pacing

• clenching of fist

• any act of aggression/ passive-aggression

The P.O.P. Model
P = Person
O = Object
P = Place
3. Ways can be taken to assess Conflict
situation risk

This SAFER model
S = Step Back
A = Assess the Situation
F = Find help
E = Evaluate Options
R = Response
3. Ways can be taken to assess Conflict
situation risk

4. The significance of Using Organizational
procedures and guidance to deal with conflict
Support, train & empower staff

It is very important to support , train and empower staff
in order to overcome conflicts.

Management should provide employees with guidelines,
training and empowerment to resolve issues quickly
and effectively

If staff know how far they can go to appease upset guests and
that management will support their decisions, they will act
with more confidence.

If a guest’s demands are unreasonable, weigh the costs of
fulfilling the request against the risks of not doing so.
Suggest meeting the guest partway

For example, you might say, “I’m not at liberty to comp
your room, but as a gesture of our regret we can offer a
25% discount. Would that be satisfactory?”

If you’re not authorized to offer compensation, say you’ll
discuss it with a manager and let the guest know when to
expect a response.

If a customer threatens to write a bad review if you
don’t give in to unreasonable demands, handle the
situation with your usual courtesy and
professionalism and work hard to find a solution

5.Reducing the risk of individuals
The Hospitality Organization has a duty to ensure the
safety and welfare of our staff.

We are committed to dealing with all customers fairly
and impartially and to providing a high standard of
service

As part of this service we do not normally limit the
contact customers have with us.
However ,

we do not expect our staff to tolerate behavior by
customers which is clearly unacceptable
(e.g. abusive, offensive or threatening) and may take
action to protect our staff from that behavior.

When we consider that a customer’s behavior is
unacceptable we will tell them why that is so and will
ask them to change it

If the unacceptable behavior continues, we will take
action to restrict the customer’s contact with us.

The decision to restrict access to the organization will be
taken at Director level

6.Conflict situation escalating
How do you know when to escalate an issue?

The general meaning of Escalation is: Increase in
magnitude or intensity by bypassing the immediate
person.

However, escalation is necessary if the matter is not
getting resolved on time and the delay is impacting the
other activities of the project.

Understanding the right use of escalation technique is
vital for Organization managers.

Escalation should be treated as a professional act and
should be done in an effective way

A proactive escalation and risk communication is far
better than unpleasant surprises requiring costly fixes
to the project.

The Cry Wolf Story
The real difficulty or challenge in escalating an issue is
the right timing to raise it. We all have heard this story
of a shepherd-boy who used to falsely cry “wolf-wolf”
for getting villagers’ help.
Soon the villagers stopped believing him. When the wolf
truly came, no one paid attention to his cries, nor
anyone helped him.

Why it is difficult to escalate?

Why it is difficult to escalate?
Escalation, though a known and formal mechanism, is a
dicey art a project manager has to cultivate to. effectively
resolve project bottlenecks

What is Conflict Escalation?
Escalation refers to an increase in the intensity of a
conflict and in the severity of tactics used in
pursuing it. It is driven by changes within each of
the parties

What Conditions that Encourage
Escalation?

Part of managing your relationship with your boss and
managing issues and is knowing when and how to
escalate issues.
Escalation?

Escalating too many issues is just as bad as not
escalating any.
Escalation?

1.If the parties do not see a possibility of finding a
mutually beneficial solution
Escalation?

2.If one believes that it has the power to substantially
alter the aspirations of the other, it may try to bully the
other side into submission
Escalation?

How to escalate effectively?
Review your notes Page 52
Discuss the things we should consider in order to
escalate the conflict situation effectively
Escalation?

1. None- verbal communication impacts .

The body never lies.
Martha Graham

We are constantly communicating, even when we are not
speaking.
Unspoken communication makes up over half of what
we tell others and they tell us.

It affects our work and personal relationships. Improves
negotiating, management, and interpersonal skills by
correctly interpreting body language and important
signals.

 Learning a New Language
 In many ways understanding body language is like .
learning a foreign language. There are a few tips that
make learning any language, even a nonverbal one,
easier.

Tips:
• Set Goals: Make sure that your goals are realistic and
have specific timelines.
• Devote time to learning: Schedule time to practice. Do
not rely on spare time.

• Practice daily: Hone skills by continued practice.
• Enjoy the process: You are not in school. Relax and have
fun with your new skill.

Understanding body language does more than improve
relationships.

Power of Body Language:
• It is honest: Body language conveys truth, even when
words do not.

• Creates self-awareness: Understanding body language
helps you identify your own actions that hinder
success.

• Understand feelings: Body language shows feelings and
motive such as aggression, submission, deception, etc.
Use these as cues to your communication.

• Enhance listening and communication skills: Paying
attention to body language makes someone a better
listener. Hear between the words spoken to what is
being said.

Body language is a form of non-verbal communication
involving the use of stylized gestures, postures, and
physiologic signs which act as cues to other people.
Humans unconsciously send and receive non-verbal
signals through body language all the time.

First Impressions Count
It takes as few as seven seconds – and no more than
thirty seconds -- for someone to form a first
impression about you.

• Body language. Remember that body language makes
up to 55% of a communication.

• Dress and grooming. It's less about your budget, and
more about clean, pressed, and event-appropriate
clothing with neat grooming.

Lesson 13 Summery
1. Unspoken communication makes up over half of
what we tell others and they tell us.
2. Understanding body language does more than
improve relationships
3. Creates self-awareness is very necessary
4. First Impressions is the most important.

Next Lesson will :
1.Continue the Discussion about non-verbal
communication impact upon the conflict
situations

Communication
• Handshake. Use a medium to firm handshake grip,
avoiding a week, one handshake or overly firm one that
can cause potential discomfort to another.

New Delhi: Prime Minister Narendra Modi’s infamous ‘iron grip’
has claimed its latest victim, and this time it is none other than
Prince William.

• Body Movement. Use a mirror, or enlist the help of a
friend to make sure that your movements are not
overly active --and that they support the nature of your
message.

 It’s How You Say It
 We are all born with a particular tone of voice, which
we can learn to improve. The goal is to sound upbeat,
warm, under control, and clear.

• Breathe from your diaphragm
• Drink plenty of water to stay hydrated; avoid caffeine
because of its diuretic effects

• Posture affects breathing, and also tone of voice, so be
sure to stand up straight
• To warm up the tone of your voice, smile

• If you have a voice that is particularly high or low,
exercise it’s by practicing speaking on a sliding scale.
You can also sing to expand the range of your voice.
• Record your voice and listen to the playback

 • Deeper voices are more credible than higher pitched
voices. Try speaking in a slightly lower octave. It will
take some practice, but with a payoff, just as radio
personalities have learned
 • Enlist a colleague or family member to get feedback
about the tone of your voice.

 What is Self-Confidence?
 Self-confidence is a belief in oneself, one's abilities, or
one's judgment. It is freedom from doubt. When you
believe you can change things -- or make a difference
in a situation, you are much more likely to succeed.

• Proximity: The distance between people
• Positioning: Position of a body
Important Concepts

• Facial expression: The eyes are particularly noticed.
• Touching: This includes objects, people, and
themselves.
• Breathing: The rate of respiration is telling.
Important Concepts

Actions Speak Louder
than Words
Our impressions of each
other are based on
more than words. The
actions that we take
are stronger than our
words.

What Actions Can your body Say?

• Deception

• Nerves
Don’t Let your Nerves Control you

• Emotions

• Attraction

• Being closed off

Invading
Personal
Space

Invading personal space is seen as an act of hostility.

 1. 12 feet: This zone is for the public. The purpose is to
avoid physical interaction.
 2. 4 feet: This zone is reserved for social interactions
such as business settings. Touching requires the
individual to move forward.
 3. 18 inches: This is a personal zone. It allows contact,
and it is reserved for friends and family.

4. 6 inches: This zone is reserved for close relationships.
This zone can be invaded in crowds or sports.
5. 0 to 6 inches: This zone is reserved for intimate
relationships.

Lesson 14 Summery
1 the Degree of Handshake is very sensitive.
2. What matter is how we say something rather than what we
a say .
3.Breathing deeply has a great effect upon our
communications .
4.Our body can reflect many actions .Our body “does Talk” .

Next Lesson will :
1.Continue the Discussion about non-verbal
communication impact upon the conflict
situations
2. Give a quick look into the Angry customer
nature .

conflict.pptx

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