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Assessment Task 1 Manage Conflict Short Answer Questions Questions Identify three (3) common warning signs of conflict
Assessment Task 1
Manage Conflict
Short Answer Questions
Questions
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Identify three (3) common warning signs of conflict.
Answer:
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Describe, in your own words, the five (5) stages of conflict.
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List the four (4) recognised levels of conflict.
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Identify three (3) factors that can lead to conflict in a hospitality environment.
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Describe what conflict theory says about the results that come from dealing with conflict.
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Explain how the use of each of the following communication strategies can be effective in conflict situations.
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Active listening |
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Empathy |
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Non-verbal communication |
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Style of language |
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Questioning techniques |
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Communicating in a culturally competent manner |
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Describe how assertiveness and negotiation can be used as effective conflict resolution techniques.
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Identify four (4) pieces of information you would expect to find in an organisation’s policies and procedures for complaints, conflicts and dispute resolution.
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For each person/group below, identify one (1) scenario where they may be required to assist in managing conflict.
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Counsellors |
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Internal security staff |
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Mediators |
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Other staff |
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Police |
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Senior staff |
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