COMMUNITY INT102 - Stott's College_CONFLICT MANAGEMENT: ASSIGNMENT 2 cert4 st6.

Q1. Explain what is meant by win win solution? Q2. List four situations which may lead to a conflict situation in a hospitality situation: Q3. Give two example of non-verbal signals a person may have showing they are upset or that a conflict situation may occur: . Q4. Explain one of the method we can use to practice responsible service of alcohol licenced venue: Q5. Explain one barrier to good communication and a technique that may be used to overcome that barrier: Q6. What qualities or skills do you believe a good communicator should have? List four of them: Ans6. Open Q7. Explain the importance of being polite and courteous when dealing with a conflict situation or customer complaint: Q8. What may be the result of not being polite and courteous when dealing with a conflict situation? Q9. Some language or words may be viewed as threatening when dealing with a customer complaint or conflict situation, give two example? Q10. When dealing with a conflict situation it is important to apply good listening techniques; give four examples. Q11. Explain how alcohol consumption is linked to violence in licenced venue: Q12 List four important points regarding refusal of alcohol service to a customer whom may be intoxicated:. Q13. A customer complains that the food is cold and the service is slow. Give details of what you would do to resolve the situation. Not just the steps you would follow. What would you really do! Show Less