Deal with conflict Situations

1
Deal with conflict Situations

• Respond to conflicts and customers complaints
• Week (7)

2
Respond to Conflicts and customers

• conflicts

• Complaints

3
Introduction

• Occasionally guests complain.
• Sometimes our fault, sometimes it is not but as
  we are front line staff, the customers will come
  and express their dissatisfaction
• Therefore, we must manage how to respond to it.

4
Outcomes

• Upon completion of this topic, the students will
  be able to
• Identify potential and existing conflicts and
  seek solutions in conjunction with parties
  involved.
• Recognise customer dissatisfaction promptly and
  take action to resolve the situation according to
  individual level of responsibility and
  organisation procedures.
• Respond to customer complaints positively,
  sensitively and politely and in consultation with
  the customer.
• Refer escalated complaints to the appropriate
  person according to individual level of
  responsibility and organisation policy and
  procedures.
• Maintain a positive and cooperative manner at all
  times.

5
Complaints

• Mechanical complaint
• Most guest complaints relate to hotel equipment
  malfunctions. ( room furnishing, ice machine,
  door keys, television, lighting, air conditioning
  etc)
• Attitudinal complaint
• The guest feel insulted by rude or unprofessional
  staff member of the hotel.
• Service-related complaint
• The guest experience a problem with hotel
  service. ( waiting time for service, lack of
  assistance with luggage, untidy room, phone
  difficult)

6
Cont.

• Unusual complaint
• Guest sometime expects the front office staff to
  resolve or at least listen.
• Hotel generally have little or no control over
  the circumstances.
• The example
• Bad weather, Why train are late? No buses running
  on weekends etc.

7
Why do Customers Complain?

• Customers complain because their needs and/or
  expectations have not been met.
• They feel they have been let down by the
  establishment or the service provider.
• There is a gap between what the customer expects
  and what has been achieved i.e..- a service
  performance gap.

8
WHY PEOPLE COMPLAIN?

• From frustration
• To impress other people
• For compensation

9
When dealing with a guest complaint - NEVER

• Talk down to the customer
• Be defensive
• Justify why it happened
• Blame other people or departments
• Blame the customer

10
COMPLAINT HANDLING PROCEDURE

• Listen without interruption
• Dont get defensive
• Express concern and empathy - apologise sincerely
• Establish the problem - ask questions
• Find out what they want
• Explain what you can and cannot do
• Fully discuss alternatives
• Take Action
• Follow up to ensure they are happy

11
Handling Complaints

• Information recorded accurately in Complaint Log
• Recognised complaint handling procedure s are
  followed
• Relevant department or personnel consulted
• Follow up to ensure everything is resolved -
  record action in Log
• Log reviewed to see if on going/multiple
  complaints being received and what steps can be
  taken to rectify.

12
Empowerment

• The person who takes the complaint owns the
  complaint.
• You should try to resolve the complaint to the
  best of your ability.
• Do you know what you can do to resolve a
  complaint without calling for a manager or
  supervisor?

13
Complaint Recording and Follow Up Procedures

• All complaints must be handled diplomatically so
  all parties recognise
• The issue has been raised with relevant authority
• All points of view have been considered
• Discretion will be applied in resolving the
  matter
• Due process will be followed
• Action will be taken and the matter will be
  remedied

14
cont.

• You must establish the details of the customer
  complaint through Questioning and active
  listening techniques
• Summarising and clarifying the issue
• Recording details of complaint
• Discussing with customer the process of
  resolution giving them options and letting them
  know how the complaint will be resolved
• You need to know the lines of reporting
  complaints and when to seek assistance

15
Benefits of positive handling of complaints

• The value of resolving complaints can not be
  underestimated and include
• Promoting goodwill
• Improved customer relations
• Positive work of mouth publicity
• Promotion of enterprise service ethic

16
DIFFERENCE BETWEEN A COMPLAINING CUSTOMER AND A
DIFFICULT CUSTOMER

• A complaining customer is somebody whose needs
  and expectations have not been met
• A difficult customer is somebody who is a
  challenge to serve because of their personality,
  for example, they may be rude, impatient or
  talkative

17
HOW CAN A CUSTOMER BE DIFFICULT?

• Rude
• Impatient
• Noisy
• Talkative
• Confused - unable to make decisions
• Silent
• Fussy

18
TYPES OF DIFFICULT CUSTOMERS

• Rude Customer
• Can be rude to everyone - they just
• dont feel comfortable being nice.
• DO Ignore their rudeness and dont take it
  personally
• DONT Become Rude and Aggressive
• Impatient Customer
• Always in a hurry - and it wont matter how
  quickly you serve them - they will still be
  impatient
• DO Serve them quickly and politely
• DONT Waste their time with conversation and
  they may not want you trying to sell them
  products and services

19
TYPES OF DIFFICULT CUSTOMERS

• Confused Customer
• Find it difficult to make decisions and may take
  a long time
• to decide
• DO Be helpful by making suggestions and asking
  questions
• DONT Rush them - they could become flustered
  and embarrassed
• Talkative Customer
• Wants to talk and could spend all day doing it
• DO Be friendly and attentive - Lead the
  conversation
• DONT Ignore them or give them all your
  attention
• so other customers are ignored

20
Customer Complaint Handling
21
Customer Complaint Handling

• It is essential to treat every complaint with
  respect, no matter how trivial.
• On average, a satisfied customer tells three
  people about good service. A dissatisfied
  customer complains to 11 people.
• One study showed that 13 of the people who had a
  problem with an organisation complained about the
  company to more than 20 people.

22
Advantages of Complaints

• To the Organization
• Opportunity to improve quality of products and
  services in organization

• To the Customer
• The customers need can be met resulting in
  customer satisfaction

23
Steps in complaint handling

• Listen and stay calm
• Acknowledge the customers feelings and right to
  complain
• Establish/confirm the problem
• Suggest alternatives and agree on solution
• Take action
• Record the incident
• Follow up to ensure customer
• satisfaction

24
The value of resolving customer complaints

• Promoting goodwill
• Customer Relations
• Publicity
• Promoting
• enterprise service
• ethic

25
Case study

• A receptionist in a 5 star hotel received a
  call from an angry guest who discovered that the
  TV in his room was not working and the bathroom
  had not been cleaned.
• List the sequence of steps necessary for the
  receptionist in this scenario to deal with
  customer complaints.
• Explain 2 long-term consequences
• to the establishment if customer
• complaints are continuously
• incorrectly handled.

26
Deal with conflict Situations
27
Outcome

• At the end of this unit the students will be able
  to-
• Identify conflict situations
• Resolve conflict situations
• Evaluate conflict situations.

28
Introduction

• Conflict! It can manifest itself in all
  situations in the hospitality industry.
• It's an industry that deals in people, in
  service.
• It's an industry with tight deadlines and
  pressure.
• It's an industry involving lots of people, all
  with different needs and expectations.
• Conflict is part of the industry.

29
Cont.

• We can't eliminate conflict, and in some cases we
  can't even resolve it.
• All we can hope to do is to manage it.
• That is, manage conflict so that its harmful
  effects are eliminated or minimised.
• In some cases that means trying to manage the
  conflict to give a win-win situation for the
  parties involved.

30
What is Conflict?

• Any situation that leads to disagreement between
  two or more individuals.
• Conflict, when handled appropriately, can lead
  to
• Improved working relationships
• Improved customer service
• Increased productivity
• Increased opportunities for self development

31
Three areas where conflict exist

• In the workplace, we encounter three broad areas
  where conflict could exist. These include
• Interpersonal conflict between staff members
• Organisational conflict between different
  sections, or managers
• Conflict involving the organisation's clients
  (customers and suppliers).

32
Interpersonal Conflict

• Three basic causes can be identified.
• 1. Emotional Conflict - Conflict caused by hurt
  feelings.
• Conflict due to different needs - something is
  stopping you from reaching your goal.
• Conflict due to different values, attitudes and
  outlooks.

33
What Types of Conflict are there?

• Within ourselves.
• Between us and a colleague.
• Between us and a customer .
• Between organisations.
• Between customers.

34
Causes of Conflict

• Conflict arises for any number of reasons
• Different expectations
• Communication barriers-( THE MOST COMMON)
• Motivation
• Cultural values/Differences in values
• Personality
• Safety and security
• Organisational structure
• Organisational change
• Fear people dont get along because they fear
  each other.
• People fear each other because they dont know
  each other.
• They dont know each other because they have not
  properly communicated with each other
• Differences in goals, expectations

35

• But before dealing with the conflict, make sure
  you understand the situation and what is
  happening identify the real difference that is
  causing the conflict.
• Is the problem a difference in the facts, goals,
  methods or values?
• By understanding the situation and the real cause
  of the conflict, you will be better equipped to
  choose from the range of constructive responses
  suited to conflict resolution Source Dwyer, J.
  (1997) The Business Communication Handbook 4th Ed
  (p100)

36
THE BEGINNINGS OF CONFLICT

• Misunderstanding and Communication barriers are
  main causes of conflict-
• These occur because
• People do not listen to each other
• Are not prepared to talk and resolve the
  situation
• Do not understand cultural differences and are
  not prepared to make allowances for them

37
How do you recognise potential conflict?

• Potential for conflict can be readily identified
  where any of the causes of conflict exist.
• For example, if you or a colleague are unable to
  meet each others, organisational or customer
  expectations, conflict may arise.
• You can also recognise potential for conflict by
  observing body language and by listening.
• Barriers in communication..

38
Barriers That Cause Conflict

• Not paying attention causing frustration,
  annoyance unprofessional/distraction - If you
  have answer the phone please ensure that you
  excuse yourself.
• No Eye Contact results in showing of
  disinterest but uncomfortable too.
• Interrupting when someone is trying to talk to
  you or finishing their sentences for them
• Tone of Voice arrogant, demanding, anger,
  whining etc - ensure that you remain objective
• Sarcasm show patience and understanding as
  sarcasm can only ignite the situation

39
Barriers That Cause Conflict

• Rudeness is totally unacceptable in hospitality
  and there is no excuse for this.
• Cultural Differences try and familiarise
  yourself with the culture you are dealing with to
  avoid conflict as a result of you
  misunderstanding cultural beliefs, manners
  protocols

40
Recognising potential for conflict through Body
Language

• Body language (non verbal communication) is a
  powerful way to express thoughts and feelings.
• Being able to recognise negative body language
  can help identify potential for problems.
• However, do not read body language signals in
  isolation consider the entire context of the
  situation.

41
Body language how does it look
42
Recognising potential for conflict

• Not only what a person is saying but how they are
  saying it can indicate potential for conflict.
• For example, as people become frustrated, angry
  or impatient,
• Their pitch may rise
• Their rate of speech may increase
• Their tone may change boredom, sarcasm,
  irritation
• They may accuse you of something
• They may tell you how to behave
• Aggressive Body Language
• Narrowing of eyes intimidating you
• Flared nostrils anger building, taking deep
  breath..
• Tapping of fingers or feet - impatience

43
Recognising potential for conflict

• Stretched muscles especially jaw line showing
  that anger is building!
• Difficulty in discussing the issue calmly and
  rationally
• If the signs are not recognised and acted upon
  then..
• Voice is further raised maybe even shouting
• Body leaning forward intimidating
• Hand gestures finger pointing etc
• Storming out of room, slamming door or draws or
  if in the kitchen implements!

44
If you have identified potential conflict
situations

• Do not ignore it
• Immediately address the situation
• Remain calm and polite
• If need be, seek assistance
• Tackle /dig deep and find out the real reason
  for the conflict.

45
If you have identified potential conflict
situations That Are Cultural

• Learn about each other's countries and cultures
• Be respectful and open-minded
• Celebrate holidays of other cultures
• Create cultural awareness factsheets
• Treat people as individuals
• Identify gaps in your own knowledge

46
If you have identified potential conflict
situations That Are Cultural

• Strategies for minimising cultural
  misunderstandings
•  handle sensitively and courteously
• offer apologies where appropriate
• dont give reasons or excuses
• take the best course of action to resolve as
  quickly as possible
• learn by ones mistakes
• seek assistance from supervisor or manager if
  required
•  

47
If you have identified potential conflict
situations That Are Cultural

• Preventing cultural misunderstandings
•  
• provide colleagues and customers with appropriate
  information
• provide advise of cultural variations and
  practices, behaviour and opinions they may find
  different before they experience them
• adapt own actions and behaviour in ways that are
  culturally appropriate
• provide customers with appropriate tourism and
  hospitality products and services

48
Stages of conflict
49
Stages of conflict- Helpful Hints
50
Resolving conflict situations

• It is important for us to understand how to
  resolve conflict and develop our own way of doing
  this. Possible outcomes include
• Lose-lose where both parties end up
  dissatisfied and unhappy
• Win-lose where one side wins at the expense of
  the other. Useful if one side can admit they were
  in the wrong, however not common!
• Win-win our preferred outcome. To achieve this
  we must be willing to
• Respect and acknowledge everyones perceptions
  and expectations
• Verbalise what we want
• Identify and practise appropriate conflict
  resolution techniques.

51
Responsibility for resolving conflict

• Whilst responsibility for resolution usually
  rests with those involved, sometimes it also
  depends on
• Our position in the workplace do we have the
  authority to resolve the situation?
• The people involved if involves colleagues then
  we may need to involve more senior staff.
• The nature of the conflict depending on the
  nature of the conflict, we may be forced to
  involve others (e.g. security or safety issues).