WorksheetsConflict Resolution at Work & Customer Complaints
Total questions: 12
Worksheet time: 9mins
Conflict means
a serious disagreement.
an agreement.
in good terms.
cohesion.
Conflict resolution is the process of
using negotiation to resolve the problem.
solving a dispute or disagreement between two or more people.
identifying solutions and improving relationship between the people in conflict.
all of the above
Which of the following is NOT an advantage of conflict resolution?
understanding more ideas, background and beliefs about a person/group.
ensuring that better relationships continue and grow.
making use of resources like time, energy, and reputation to better use in the workplace.
losing customers and breaking relationships.
Who can be part of a conflict?
individual coworkers
managers
service provider and a customer
all of the above
What is the first step in conflict resolution?
Understand the conflict
Communicate both sides
Identify a common goal
Brainstorm solutions
What is step no. 4 of the conflict resolution?
Communicate both sides
Identify a common goal
Brainstorm solutions
Agree on a plan of action
In this step, different solutions are identified for both parties involved and each can accept and see where there is common ground and identify a solution that's a win-win for both people parties involved.
Identify a common goal
Agree on a plan of action
Brainstorm solutions
Understand the conflict
Are complaints beneficial to a company?
Yes
No
In the listening activity, the presenter says one reason to welcome complaints is that it shows confidence in the service provision. What other reason(s) does he give?
(a) thinking is when you wait for a problem to happen.
(a) thinking is when you think of solutions even before they happen.
When finding out if guests are happy, which one of these questions does the presenter prefer?
Is everything to your liking, sir?
How are you enjoying your stay?
How was your breakfast this morning?
