Appropriate communication techniques to deal with conflict

Assignment Help Other Subject
Reference no: EM131047032

Section1: PROVIDE SERVICE

For each of the scenarios:

a. Identify what the attendant did wrong.

b. What the attendant should have said to allow them to provide quality customer service, deal appropriately with complaints and use appropriate communication techniques to deal with conflict.

The scenarios

Attendant's response

What the attendant did wrong

A better statement or action would be ...

'I'm not surprised you're still waiting for your meals. Our new chef is hopeless.'

 

 

'No wonder your steak is tasteless. You shouldn't have ordered a well done steak.'

 

 

'Look I've worked really hard. It's not my fault the wine steward did not arrange your drinks.'

 

 

'Of course you can have these meals for free.'

 

 

'Those customers look really angry. I think I will stay over here.'

 

 

SECTION 2: COMPLETE END OF SHIFT DUTIES

1. List three benefits of clearing, cleaning and dismantling your work area according to organisational procedures.

2. Identify three consequences which could arise if the work area is not cleared, cleaned and dismantled according to health and safety requirements.

PROJECT 1-

You work as an attendant in the café of an international hotel. You have been invited to apply for a position in the hotel's up-market restaurant. The food and beverage manager needs to know that you understand how to provide and coordinate high quality hospitality service.

As part of your application you have been asked to prepare a report in which you set out your understanding of the steps involved in:

organising and preparing for food and beverage service within an up-market restaurant

delivering high quality service to customers

proper closing down procedures

effective teamwork practices.

Reference no: EM131047032

Questions Cloud

Negligence in the preparation of a tax return : Joseph is the named insured under a Homeowners 3 policy (special form) with a liability limit of $100,000 per occurrence and a $1000 limit for medical payments to others. For each of the following situations, explain whether the loss is covered un..
Describe three ways in which this advice might be incorrect : Describe three ways in which this advice might be incorrect
Prepare outline paper about identity provider and two change : Prepare a outline paper about Identity Provider and Two Changes. Your outline should contain an idea for your introduction, thesis, and two sections of a body comprised of a minimum of two potential areas of change related to the 2010 Affordable He..
Injures another player while playing softball : Indicate whether the following losses are covered under Section II of the homeowners policy. Assume there are no special endorsements. Give reasons for your answers.
Appropriate communication techniques to deal with conflict : What the attendant should have said to allow them to provide quality customer service, deal appropriately with complaints and use appropriate communication techniques to deal with conflict
Compute the profit consequences of your advice. : Diagram the strategies, players, and compute payoffs as best you can. Compute the Nash equilibria. What can you do to change the rules of the game to your advantage? Compute the profit consequences of your advice.
What is the cost of goods sold : Food and beverage sales for the month are $90,000. Check average is $45. Food cost is 33%, beverage cost is 12%, labor cost is 18%. What is the cost of goods sold?
What is the cost of goods sold : At the beginning of the month you have $13,000 in inventory. You purchase $25,000 in goods and your ending inventory is $10,000. Food and beverage sales are $75,000. What is the cost of goods sold?
Identify and describe the product or products : 1. Identify the name of the company. 2. Identify and describe the product or products. 3. Identify their target audience both here in the USA and in the global markets.

Reviews

Write a Review

 

Other Subject Questions & Answers

  Discuss the importance of assistive technology

First, discuss the importance of assistive technology. Then describe the various disabilities you may encounter in your professional setting. Finally, discuss how you will identify and evaluate technological solutions for people with disabilities.

  Describing brain lateralization an and its role in language

Brain lateralization and language reflection. Write an 350 to 500 word reflection describing brain lateralization an and its role in language

  Define free will-truth-knowledge and opinion

Describe a situation in which critical and creative thought could have been used for a better outcome. Describe why it is important to think critically and creatively in similar situations. Define free will, truth, knowledge, and opinion. Explain ..

  What is the effect of attending a peer nutrition

What is the effect of attending a peer nutrition counseling program on college students' knowledge of healthy food three months later

  What is the function of an armature

What is the function of an armature?

  Which is a direct effect of current health care delivery

Health care delivery in the United States has been greatly affected by escalating costs, resulting in medical necessity requirements (to justify acute care hospitalizations), reviews of appropriateness of admissions, and requirements for administrati..

  Various traditional market segmentation strategies

Briefly identify and discuss the various traditional market segmentation strategies, and then choose one of the strategies and include a real-world example by discussing the advantages and disadvantages that strategy has.

  Organizations are facing larger and more frequent changes

organizations are facing larger and more frequent changes in the current economic climate plus a changing marketplace

  Rights and obligations under a contract

When interpreting the parties' rights and obligations under a contract, courts look to the terms of the contact are must follow the plain meaning of the words used in the contract. Discuss how past "course of dealing" between the parties as  well as ..

  Example of an organic micronutrient

Which of the following is an example of an organic micronutrient? are inorganic nutrients that are not broken down by the human body or destroyed by heat.

  Using the help feature in photoshopreg cs5 research how to

using the help feature in photoshopreg cs5 research how to perform a basic task in photoshopreg. explain how you used

  Burning sensation in his chest-increased salivation

Jose is brought to the emergency room complaining of a burning sensation in his chest, increased salivation, and difficulty in swallowing. He is having difficulty breathing and feels the presence of a "lump in his throat." What is his diagnosis and h..

Free Assignment Quote

Assured A++ Grade

Get guaranteed satisfaction & time on delivery in every assignment order you paid with us! We ensure premium quality solution document along with free turntin report!

All rights reserved! Copyrights ©2019-2020 ExpertsMind IT Educational Pvt Ltd