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Assignment sample solution of SITXCOM010 - Manage conflict

Q.1 A female Co-worker is asking an alcohol-affected customer to leave, and after several overt attempts, he is trying to hug her. He is refusing to leave or be pacified and still attempting to get close to her to touch her.

Q.2 Which procedures or methods can be used in order to resolve the following complaints escalated by customers? You should answer each question in the form of 3 - 5 points.  

  • Disputes or arguments among work colleagues
  • Job duties or rosters
  • Lack of competence
  1. 1
  2. 2

Management Assignment Sample

Q1:

Answer :

Q.1 Ans. In this situation, the personal safety of the female co-worker is at risk due to the customer's inappropriate behaviour and refusal to leave. The appropriate action is to immediately call for assistance from security personnel or management to handle the situation safely. The co-worker should maintain a safe distance and avoid confrontation while waiting for help. To prevent escalation, organizations can implement clear policies regarding handling intoxicated customers and provide training for staff on de-escalation techniques, ensuring they feel supported in such situations.

Q.2 Ans.  Procedures for Resolving Internal Complaints

 

a) Dispute or Argument Among Work Colleagues

  • Facilitate a private meeting to allow each party to express their views.
  • Encourage active listening and mutual respect during discussions.
  • Identify common ground and work towards a collaborative solution.
  • Document agreed-upon resolutions and follow up on implementation.
  • Consider mediation if disputes persist after initial discussions.

 

b) Job Duties or Rosters

  • Review job descriptions and roster assignments with involved employees.
  • Clarify expectations and responsibilities associated with each role.
  • Allow employees to voice concerns about their duties or schedules.
  • Adjust rosters as needed while considering fairness and operational needs.
  • Communicate any changes clearly and ensure all staff are informed.

 

c) Lack of Competence

  • Assess performance through feedback from peers and supervisors.
  • Provide additional training or resources to address skill gaps.
  • Set clear performance improvement goals and timelines for employees.
  • Monitor progress and offer ongoing support as needed.
  • Conduct follow-up evaluations to ensure competence levels are met.