Assignment Task
Answer the activity in as much detail as possible, considering your organisational requirements.
1. This is an ongoing practical activity which will require you to resolve escalated complaints or disputes with customers in relation to at least three of the following matters.
• Delays or poor timing of product or service supply
• Incorrect pricing of product or service
• Delays or errors in providing product or service
• Misunderstanding of customer request or communication barrier
• Problem or fault with product or service
• Refused entry or ejection from premises
You will need to use a range of conflict resolution techniques and communication skills in order to deal with the different situations.
2. This is an ongoing practical activity which will require you to resolve team member disputes in relation to at least two of the following complex matters.
• Dispute or argument among work colleagues
• Job duties or rosters
• Lack of competence
• Worker mistake
• Dismissal
• Cultural misunderstanding
You will need to use a range of conflict-resolution techniques and communication skills in order to successfully address the workplace issues.
3. This is an ongoing practical activity which will require you to take appropriate action in response to at least two of the following threat or conflict situations.
• Customer refusing to leave or be pacified
• Drug or alcohol-affected person
• Person who appears to be violent or are threatening
• People involved in physical violence
• Person with gun or arms
• Situation where someone has been or may be hurt
You will need to use a range of conflict-resolution techniques and communication skills when in order to successfully resolve the different situations.
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