Sport And Recreation: Manage Conflict

Front 1

what is conflict?

Back 1

conflict can be defined as a disagreement between two parties or people with opposing ideas, needs or values

Front 2

4 positive effects of conflict

Back 2

-Providing a release for anger

-promoting a healthy competitive environment

-clears the air

-allows for new ideas

Front 3

how to deal with conflict

Back 3

Take swift and tactful action to prevent escalation. Be proactive and foresee any potential conflict situations

Front 4

3 potential conflict situations

Back 4

-communication barriers: inappropriate use of language that can be misinterpreted

-disputes among work colleagues: arises due to colleague disagreements and for a number of different reasons e.g. stress inability to complete tasks.

-drug or alcohol affected persons: difficult and dangerous to handle, conflict that arises due to a person being drug or alcohol affected. Has the potential to escalate quickly

Front 5

2 types of customers or colleagues

Back 5

Internal customers: customers require assistance from within the organisation, employees should be well presented

supplier: individuals or organisations that provide products to sell to another buisness

Front 6

2 conflict situations

Back 6

customers refusing to leave or be pacified: potential to cause violence, if a customer cannot be pacified the police or internal security should be called

people with guns or arms:very dangerous, important to know what your organisations policy and procedures are. police should be called and lock down procedures should be initiated

Front 7

conflict situations

Back 7

situations where the personal safety of customers or colleagues may be threatened.

Front 8

3 resources to assist you when managing a conflict situation

Back 8

police: are required when any situation involving violence, firearms or drug/alcohol affected persons. they have been specially trained to handle difficult situations

senior staff and other staff members: can be used to call the police, help when first aid is required or assist in defusing a customer complaint. they are more experienced.

mediators: engaged to work with 2 parties who have a disagreement in order to resolve the conflict. Source of conflict is spoken about

Front 9

resolving conflict

Back 9

-Take responsibility for finding a solution to the conflict

-establish and agree on the nature and details of the conflict with all parties involved and assess the impact

-dealt with sensitively and discreetly

-minimise the impact on other colleagues and customers

Front 10

3 conflict resolution techniques

Back 10

use of appropriate communication skills:impact how conflict is managed, resolved and if the relationship between the individuals can be preserved e.g. active listening, ask questions, rephrase and repeat

negotiating: Aim of reaching a win-win situation by finding a compromise, involving each party to give and take.

assertiveness: be clear and direct on the reasons for the conflict what what you want to get out of the resolution.confidently verbalise your needs, wants and feelings

Front 11

policies and constraints

Back 11

when resolving conflict it is important to identify and evaluate the impact of the conflict on the businesses reputation and legal liability

Front 12

3 policies and constraints affecting your ability to resolve a conflict situation

Back 12

refunds or exchanges: ensure that customers are aware of their exchange and refund policies through displaying signs at the point of sale and on their receipt.

disputes: disputes are inevitable , conflict can occur due to lack of communication regarding delivery times or availability. these disputes may result in a formal complaint from the customer or negative feedback.

customer service: can be a constraint to you're ability to assist a customer or client by way of advice, product knowledge as well as the sourcing of the item for sale

Front 13

work place conflict

Back 13

Evaluate and reflect on the situation and effectiveness of the solution. also allows those involved to determine the possible causes of workplace and conflict and provide input for workplace enhancement and improvements

Front 14

causes of work place conflict

Back 14

complaints: should always be reviewed to improve overall standard of the organisation. Reviewing can also assist in an organisation to ensure the same complaint doesn't arise again.

Poor communication: communication can make or break and organisation, employees should communicate regularly with one another. to improve customer service, general organisation and increased productivity. communication should be a priority of all organisations.