What characterizes a conflict?
Step 3
· A short description of the theme as well as a video
· A case to note and bring to workshop
· Small evaluation
Purpose of this theme:
Is to be aware of, what characterizes a conflict and the different steps in a conflict.
The aim is to de-escalate the conflict
Conflicts are a condition in life when we are dealing with guests. In the hotel industry we meet many different kinds of guests with different needs and expectations. The way we handle conflicts influences whether they will lead to something constructive or destructive.
What characterizes a conflict?
Different perspectives on a case that gets personal
Emotions are involved – often too dominating
Not separating the issue and emotions
One part may feel attacked
Another part may feel bullied
The parties strive to win, and it means that the other is losing
No one takes responsibility for finding a solution
The conflict escalation model
The conflict escalation model, is a key tool that shows the different steps in a conflict.
Watch this video, and then you will understand more about the different steps in a conflict
Find examples in your work- or private life, where you have been in a conflict and try to place the step of the conflict in the model.
How did the conflict make you feel?
How did you react in the situation?
Take notes and bring it to the workshop
Reflect
Team up with a Danish-speaking colleague and watch the video. The video is in Danish.
Reflect
You work in the reception and a guest arrives late in the evening and is hungry, after a long journey. The guest expects to get something to eat, but the restaurant is closed. You can see and hear that the guest is dissapointed and annoyed.
Discuss 2 and 2:
How do you meet the guests?
What would you do in the situation and how would you make sure not to escalate the situation into a conflict?
Note and bring on workshop day.
Evaluation
To what extend do you feel confident in handling conflicts?
To what extent do you feel supported by your colleauges when a guest is complaining?
To what extent do you have communication tools to de-escalate a conflict?
Now you are ready for step 4
ABOUT US
Asnæs & Vangstrup is Denmark's leading knowledge center for hospitality. We are driven by curiosity and a desire to elevate the industry to the recognition it deserves. Our advice, analysis and teaching is based on research, theory and practical experience.
Our customers are hotels, restaurants, cafes, attractions, discos and bars, etc., and in our work, we are concerned with you as an employee. Because when you thrive in a good and meaningful work community, the company grows.
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