Exam Study CH1

Question 1

Define conflict W

Answer 1

A disagreement or contest between 2 parties or people, each with opposing needs, ideas, beliefs, values or goals

Question 2

What must you do if conflict arises W

Answer 2

Take swift and tactful action to prevent escalation

Question 3

Eg of customers whose special needs or expectations have not been met 6

Answer 3

Disabilities, parents with children, older clients, pregnant women, cultural and language requirements

Question 4

In terms of Leah’s or poor timing of product or services, organisations must be:

Answer 4

Must be truthful about the timing and availability of products/services.

Question 5

Complaints should be:

Answer 5

Taken seriously and dealt with straight away

Question 6

Why can complaints be beneficial for an organisation

Answer 6

Improves standards

Provides feedback

Question 7

Conflict or arguments between colleagues should be handled by

Answer 7

By senior staff/management

Question 8

What is paramount when dealing with drug or alcohol affected person

Answer 8

Personal safety is paramount

Question 9

Signs of a drug or alcohol affected person and what should be done to deal with the conflict

Answer 9

Signs- speaking loudly, aggressively, clenched fists, flaring nostrils, rapid breathing

Stay calm and call 000

Question 10

What are the business’ rights to ejection of premises

Answer 10

Any business has the right to refuse entry or ask an individual to leave, if their behaviour is inappropriate.

Question 11

What must not be breached when dealing with conflict

Answer 11

Equal opportunity and anti-discrimination act must not be breached

Question 12

What is vital when dealing with customers to help avoid conflict

Answer 12

Honest and clear communication is vital

Question 13

In terms of problems or faults with a service or product what must organisations follow

Answer 13

Organisations must follow the customer protection and trade practices law

Question 14

What are the 5 steps when dealing with customer complaints

Answer 14

Listen: actively listen to customer
Acknowledge: note details or complaint
Act in response: inform customer of org procedures for dealing with complaints.. Ensure customer is happy
Action: resolve complaint to the satisfaction of the customer
Follow up: call up and ensure they are happy

Question 15

If you can’t resolve the issue what should be done

Answer 15

Refer it to a senior staff member

Question 16

External customers

Answer 16

Those who are outside of the organisation, who request assistance

Question 17

Internal customers

Answer 17

Those that require assistance from within the organisation

Question 18

Outside contractors

Answer 18

Individuals or groups who are hired by the organisation or business to deliver a service. Eg physio

Question 19

Suppliers

Answer 19

Individuals or organisations that provide products to another business to sell

Question 20

What are the types of customers and colleagues

Answer 20

External customers
Internal customers
Outside contractors,
Suppliers
Workmates or colleagues

Question 21

What to do if customers are refusing to leave or be pacified

Answer 21

Try and calm them down
Don’t allow yourself to be verbally abused
Call building security or police

Question 22

What not to do if someone is refusing to leave or be pacified

Answer 22

Never touch a customer in order to remove them

Question 23

What to do if someone has guns or arms

Answer 23

Activate lockdown procedures

Don’t attempt to confront the person with gun

Question 24

What to do when there are people who appear to be violent or threatening and those who are involved in physical violence

Answer 24

Stay calm
Keep your distance
Don’t you ever turn your back on them
Call the police discreetly, not in front of person

Question 25

What to do in a situation where someone has been or may be hurt

Answer 25

Only administer first aid if safe to do so Call 000 and explain Be mindful or the psychological harm and person in shock

Question 26

How to deal with a drug or alcohol affected person

Answer 26

Try and calm them down | Of the situation is escalating try to remove yourself, customers and call 000

Question 27

What can councillors help with

Answer 27

Help with people dealing with Trauma Relationship issues Work/life balance Conflict resolution (mediating sessions) Help people identify and define physical, emotional or mental issues

Question 28

Internal security staff

Answer 28

Trained security staff that are employed to ensure the safety of all clients and customers

Question 29

What are mediators used for

Answer 29

Used to conduct a mediation session whereby the source of the conflict is spoken about Both parties air their issues and if successful, a solution is found

Question 30

Other staff and senior members can help with

Answer 30

Calling 000 Providing first aid Assist in defusing the customers complaints

Question 31

When do you call the police

Answer 31

If the situation escalates and becomes violent or threatening

Question 32

To minimise the impact on other colleagues and customers, what should be done in terms of dealing with the conflict

Answer 32

The conflict situation must be dealt with discreetly

Question 33

An effective comflict resolution technique should encourage

Answer 33

All points of view, acknowledge them and treat them with respect

Question 34

The most effective conflict resolution techniques include 6

Answer 34

``` Use of appropriate communication skills Negotiation Assertiveness Active listening Non-verbal communication Language style ```

Question 35

Things that can impact a businesses reputation and legal liability

Answer 35

Employees who are unhappy at work | Failure to communicate with one another regarding work related matter

Question 36

Negative about having an unhappy staff member

Answer 36

Customers won't approach an employee that looks unhappy, directly affecting the reputation of the business

Question 37

Ways to tell of someone is unhappy in the work place

Answer 37

Poor body language, facial expressions, decreased wiling less to help customers

Question 38

Negative about having Failure to communicate with one another regarding work related matter

Answer 38

Employees who are in conflict are not likely to to minicams well with one another- resulting in customers getting incorrect information

Question 39

List of Staff grievances 6

Answer 39

``` Pay disputes Workload Breaks Rostering Resource availability Annual leave entitlement ```

Question 40

What do changes to practices and procedure allow

Answer 40

Allows employees to vent and discuss any concerns that they have regarding the practices and procedures preventing conflict later down the track

Question 41

To avoid lack of empathy, staff must

Answer 41

Listen to customer concerns and issues and show understanding for an individual's circumstances

Question 42

What allows staff to have control

Answer 42

Knowledge and information is power as it allowed you to have control