TASK 1: Resolving complaints with customers
PART A: Delays and/or poor timing of services
Taking reference from “Managing conflict in organizations”, (Rahim, M. A., 2001) conflicts are quite common situation witnessed at the workplace which if handled consciously can be resolved smoothly and if not then may turn out to be disastrous scenario. However, both provides huge opportunities to learn and are tremendously potential to impact working of business. Basically there is conflict of interest between Eddy and me since there is difference in our interest, desires, ultimate objectives and working on different value system. Essentially, Eddy and me as the Assistant manager of the resort have different priorities or may be perceptions that is leading to the conflicts. There can be more than one way of resolving this conflict and all three methods is listed below: -
Considering the situation at hand, Assistant manager as a protagonist of the case he can't avoid this conflict since the stakes are too high. There are three major events planned to be conducted that demands the resort to be in its prime.
First Approach - With reference to concepts to approach the resolution of conflict “Conflict resolution for the helping professions: Negotiation, mediation, advocacy, facilitation, and restorative justice”, (Barsky, A. E., 2017) one way to approach this situation is by compromising the mistakes that has occurred in past in such a way that both the parties reach a win-win situation. Although, there has been attempt that has already been made to approach Eddy for completing the required task such that it satisfies respective stakeholders. However, we can’t hold grudges against his past behaviour and treat it as by-gone since work needs to be completed that actually outlines my priority. Furthermore, Eddy has just come into the picture due to sudden unplanned leaves of Bob therefore, acknowledging the fact that he doesn’t know me neither do I know his ways of working. Hence, in order to get the work done I need to make extra effort such that ways of working could be adjusted making every one of us comfortable.
Second Approach- Taking reference to the concepts to approach the resolution of conflict “Conflict resolution for the helping professions: Negotiation, mediation, advocacy, facilitation, and restorative justice”, (Barsky, A. E., 2017) Another way to approach the situation is to become more accommodating in understanding the concerns of the construction project manager instead of being more vocal about concerns of the resort. Although, my concerns regarding the Resorts are also valid but on top of that my top priority is to get the renovations completed. In the middle of the contract I wouldn’t locate any other vendor and construction in charge to cover up the required. Therefore, there is no option since aggravating the conflict would just act as air to the fire that can results in renovation half-finished and actually be extremely detrimental
Third Approach - With reference to the attributes to handle the conflict that emerges the type of leader on is “The role of the principal's emotional intelligence in primary education leadership”, (Brinia, V., Zimianiti, L., & Panagiotopoulos, K., 2014) another way to approach this conflicting situation is by forcing the authority on the construction company and emphasising the contract. As we can very well observe that there is certain resistance from the Eddy and his absolute negligence to complete the task aligned at hand. This approach could be effective if neither of above two techniques works. Essentially, as an assistant manager we need to grasp the pulse of situation and stand up for getting the work done through pressure and required aggression. As per the update provided by the Eddy, the renovation is already two weeks behind the schedule hence, forcing the construction team to complete the required for the resolution forms absolutely essential mandate. However, this approach would definitely be the last resort and effort to remedy the existing conflicts.
PART B: Problems and/or faults with products and services
With reference to the attributes to handle the conflict that emerges the type of leader on is “The role of the principal's emotional intelligence in primary education leadership”, (Brinia, V., Zimianiti, L., & Panagiotopoulos, K., 2014) basic attribute that differentiate service from manufacturing industries is their swiftness and frequency to act. For instance, if someone had ordered a burger then that food better be hot and according to the specifications same goes for the rooms needs to be exact as travellers would like it. Resort had installed computer at the travel desk because they wanted to be more dynamic with the travel requests from client however, non-functioning of the computer and automated system creates even major challenge to serve the customer request. Essentially, I would go and meet the mid-level management of the computer supplier and personally enquire regarding the frequent problems after installation along with sending invoice. Taking reference from “Emotional intelligence, why it can matter more than IQ & Working with emotional intelligence”, (Goleman, D., 2004) in order to resolve this conflict one needs to involve senior authority since the mid-level management aren’t supportive to the upcoming concerns. Computer was installed very recently and had displayed erroneous malfunctions because of which technical engineers were called twice. In the contract after sale service with the section of warranty yet the mid-level managers aren’t supporting to honour the contract. Therefore, by competing the contract and forcing the facts of warranty clause along with better after sale service to the owner of the organisation could actually help to release the deadlock.
PART C: Delays and errors in providing products and services
I believe we are tied in a situation which is not only dangerous but also perilous if not catered properly. There is no denying to the fact that with new construction manager, Eddy coming in the process has put the entire renovations behind schedule. Therefore, best way to handle this situation would be to own the facts as it is. As an assistant manager I would take the ownership of the delayed renovations and hear all the concerns that Travel Expo has to express. After giving earnest hearing would approach this conflict by collaborating method. Taking reference from “Emotional...