AHLEI CHS: Handling Problems and Conflict UPDATED
ACTUAL Questions and CORRECT Answers
What are the root causes of most hospitality industry 1. Working conditions
problems? 2 Processes: are you fully staffed or short on manpower? is turnover high?
3. The organization: How do operational and property wide changes impact your
operation and team?
benefits of solving problems with a diverse team - respect and value the skills of many people
- promote intiative among employees
- reduce resistance to change and encourage risk taking
- contribute to the success of your property
Six steps to problem solving with a team 1. Brainstorm to identify problems and root causes
2. Prioritize problems and select a problem to solve
3. Develop possible solutions
4. Obtain feedback and test solutions
5. Implement the best solution
6. Evaluate the results of the solution
brainstorming activity in which all members of a group contribute to a list of problems to be
solved or a list of solutions to problems
good way to get lots of ideas in a short time
ground rules for brainstorming 1. set a time limit
2. don't let employees get sidetracked
3. be sure that employees speak freely
4. be sure all contribute
5. let your employees do the talking
obtaining feedback and testing the solution testing each suggestion will help to determine the best solution
conduct trial runs and experiments of the suggest solutions to find what will be
most effective
evaluating the results of the solution: if its not working.... 1. call your team together to determine why
2. adjust the solution or develop a new one
3. implement the adjustment or new solution
4. evaluate the adjustment or new solution to make sure it's working
coping with organizational change key for managing organizational change is by involving employees in the process
you can utilize the same 6 problem solving steps to cope with org. change
, true conflict v. outbursts outbursts: happen when an employee decides to behave inappropriately. not
acceptable and should not be overlooked, cause stress to team and reduce its
ability to function
true conflict: ongoing friction among employees. may show up in frequent
arguments or displays of anger
signs may include: employees who regularly avoid working with each other,
continuous complaints by one employee about another, frequent and heated
discussions
causes of conflict communication problems, different goals, poor cooperation, individual diversity,
organizational problems
as you become more skilled at handling conflicts you increase the respect others have for you
will... increase your own self respect
grow as a personal and hospitality pro
develop an efficient and effective team
improve your creative and critical thinking skills
the two essential skills you must develop for resolving assertiveness and negotiation
conflict
assertiveness levels the playing field and allows everyone to share their opinions and express
ideas. this will encourage employees to talk about the conflict more openly and
honestly
being aggressive will frighten employees into thinking they will be punished, while
passive approach tells employees that the supervisor does not want to get
involved
negotiation the process used to reach a solution, may involve compromise or the use of
persuasive tactics in order to reach the best outcome
skills negotiation requires active listening
understanding various viewpoints
helping people get beyond their emotions
persuading others to cooperate to solve a problem
flexibility
better your negotiation skills by seeking compromise, preparing and gathering as much info as possible, develop
an understanding for all parties without taking sides, ask open ended questions to
determine what the problem is and why it has not yet been solved, look for and
point out when people agree, avoid giving orders
Four steps of conflict resolution 1. recognize and define the conflict
2. confront those in conflict
3. develop a solution
4. follow up on the conflict
win-win outcome doesn't mean that everyone will get their own way, but that a
compromise has been reached that everyone can live with
before confronting those in conflict you must... define the who, what, when, where, why, and how of the problem
ACTUAL Questions and CORRECT Answers
What are the root causes of most hospitality industry 1. Working conditions
problems? 2 Processes: are you fully staffed or short on manpower? is turnover high?
3. The organization: How do operational and property wide changes impact your
operation and team?
benefits of solving problems with a diverse team - respect and value the skills of many people
- promote intiative among employees
- reduce resistance to change and encourage risk taking
- contribute to the success of your property
Six steps to problem solving with a team 1. Brainstorm to identify problems and root causes
2. Prioritize problems and select a problem to solve
3. Develop possible solutions
4. Obtain feedback and test solutions
5. Implement the best solution
6. Evaluate the results of the solution
brainstorming activity in which all members of a group contribute to a list of problems to be
solved or a list of solutions to problems
good way to get lots of ideas in a short time
ground rules for brainstorming 1. set a time limit
2. don't let employees get sidetracked
3. be sure that employees speak freely
4. be sure all contribute
5. let your employees do the talking
obtaining feedback and testing the solution testing each suggestion will help to determine the best solution
conduct trial runs and experiments of the suggest solutions to find what will be
most effective
evaluating the results of the solution: if its not working.... 1. call your team together to determine why
2. adjust the solution or develop a new one
3. implement the adjustment or new solution
4. evaluate the adjustment or new solution to make sure it's working
coping with organizational change key for managing organizational change is by involving employees in the process
you can utilize the same 6 problem solving steps to cope with org. change
, true conflict v. outbursts outbursts: happen when an employee decides to behave inappropriately. not
acceptable and should not be overlooked, cause stress to team and reduce its
ability to function
true conflict: ongoing friction among employees. may show up in frequent
arguments or displays of anger
signs may include: employees who regularly avoid working with each other,
continuous complaints by one employee about another, frequent and heated
discussions
causes of conflict communication problems, different goals, poor cooperation, individual diversity,
organizational problems
as you become more skilled at handling conflicts you increase the respect others have for you
will... increase your own self respect
grow as a personal and hospitality pro
develop an efficient and effective team
improve your creative and critical thinking skills
the two essential skills you must develop for resolving assertiveness and negotiation
conflict
assertiveness levels the playing field and allows everyone to share their opinions and express
ideas. this will encourage employees to talk about the conflict more openly and
honestly
being aggressive will frighten employees into thinking they will be punished, while
passive approach tells employees that the supervisor does not want to get
involved
negotiation the process used to reach a solution, may involve compromise or the use of
persuasive tactics in order to reach the best outcome
skills negotiation requires active listening
understanding various viewpoints
helping people get beyond their emotions
persuading others to cooperate to solve a problem
flexibility
better your negotiation skills by seeking compromise, preparing and gathering as much info as possible, develop
an understanding for all parties without taking sides, ask open ended questions to
determine what the problem is and why it has not yet been solved, look for and
point out when people agree, avoid giving orders
Four steps of conflict resolution 1. recognize and define the conflict
2. confront those in conflict
3. develop a solution
4. follow up on the conflict
win-win outcome doesn't mean that everyone will get their own way, but that a
compromise has been reached that everyone can live with
before confronting those in conflict you must... define the who, what, when, where, why, and how of the problem
