SIT07 Tourism, Hospitality and Events Training Package. SITXCOM003A Deal with conflict situations SAMPLE. Learner guide. Version 1

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1 SIT07 Tourism, Hospitality and Events Training Package SITXCOM003A Deal with conflict situations Learner guide Version 1 Training and Education Support Industry Skills Unit Meadowbank Product Code: 2713

2 Acknowledgments TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank would like to acknowledge the support and assistance of the following people in the production of this resource. Project manager: Reg Edwards Education Programs Manager TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank Project Team Jan Jorgensen Teacher, Travel and Tourism TAFE NSW Enquiries Enquiries about this and other publications can be made to: Leanne Courtney Teacher, Travel and Tourism TAFE NSW TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank Locked Bag No. 6 MEADOWBANK NSW 2114 Tel: Fax: The State of New South Wales, TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank, 2008 Copyright of this material is reserved to TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank. Reproduction or transmittal in whole or in part, other than for the purposes of private study or research, and subject to the provisions of the Copyright Act, is prohibited without the written authority of TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank. ISBN i

3 TABLE OF CONTENTS INTRODUCTION... 1 Resource overview... 1 Required skills and knowledge... 1 TOPIC 1 DIFFICULT SITUATIONS... 3 Introduction... 3 Dissatisfied customers... 5 Customer/s with complaints... 7 Steps for handling a complaint... 9 How not to handle a customer complaint Difficult customers versus customers with complaints Difficult situations and difficult customers Conflicts in the workplace Cross-cultural differences Avoiding cultural misunderstandings Misunderstandings with colleagues Strategies for minimising cultural misunderstandings SUMMING UP RESOURCE EVALUATION FORM DISCLAIMER: While we have made efforts to ensure that the information contained is accurate, the tourism industry is dynamic. Some businesses cease to operate while others start up, new products are developed and existing ones are modified. Refer to your trainer for current updated information. iii

4 TOPIC 1 DIFFICULT SITUATIONS At the end of this topic you should be able to: Identify difficult interpersonal and/or conflict situations that may be encountered by employees in tourism businesses. Discuss factors that may contribute to the development of difficult interpersonal or conflict situations. Devise strategies to take action to prevent the escalation of potential conflict situations. Deal with cross-cultural misunderstandings. Respond to customer complaints. Introduction As you know, the tourism, hospitality and events industry is a service industry. We spend much of our time dealing with customers. Since our activities are so people-focused, conflict situations and other difficult interpersonal situations are encountered from time to time in all sectors of the tourism and hospitality industry. Knowing how to deal with these situations is part of your work. 3

5 SITXCOM003A Deal with conflict situations Activity 1.1 Can you think of a time when you have been dissatisfied with the service you ve received? Maybe the service was provided by a bank or a government department, a large company or a tour company. List two (2) aspects of the service that you were dissatisfied with? 4

6 Dissatisfied customers You ll find that the reasons that customers might be dissatisfied with a particular service in the industry may include: products and services do not proceed as promoted. In other words, the product or service does not meet the standard or provide the experience described in the brochure or other promotional material. In many instances products or services of our industry can t be sampled in advance, so customers must select products or services which they believe will suit them on the basis of the information provided in promotional material. (Also note that published promotional material forms the basis of a contract between the product or service provider and customers, so customers can complain legally or sue if products don t proceed as promoted.) customers experience service delays or cancellations customers are given incorrect information by staff the documentation issued to customers is incorrect industry personnel behave badly and do not provide appropriate customer service service is poor or slow. 5

7 SITXCOM003A Deal with conflict situations Activity 1.2 Scenario Mr and Mrs Brunz, a middle-aged German couple, purchased a two-week Central Australian tour from your retail travel agency. When they return from their holiday they come in to see you. They are very upset because the tour was awful. The coach broke down on the third day, the driver-guide was impatient and rude throughout the tour and was always telling stories about himself; and the meals provided were of a poor standard. They also missed one of the tour highlights because the coach was out of action for most of Day 3. You are surprised to hear about their experiences because you have always found the tour operator to be very reliable in the past. 1. What factors do you think might contribute to a difficult situation for you dealing with these customers? 2. What other types of situations might lead to difficulties, conflict and misunderstandings in the workplace. 6