SAC Revision 2 Flashcards
When you identify the potential conflict you should
Take swift and tactful actions
When resolving a conflict why is it important that someone takes responsibility for finding a solution to the conflict?
So the situation doesn’t continue or escalate
Why is it important to agree on the nature and details of the conflict with all parties and assess the impact?
To ensure both parties are happy with the end result
How should you deal with conflict to minimise impact on other colleagues and customer? Why is it important to minimise the impact to others?
Avoid unwanted attention to the situation
When resolving a conflict identify an effective conflict resolution technique that could be used to manage the conflict and develop solutions?
Negotiation
Identity three communication skills that could be utilised to manage conflict and develop solutions.
Active listening
Assertiveness
Negotiation
When resolving conflict, how could you encourage all points of view, acknowledge then and treat them with respect?
Involving all people in the conflict to speak their mind so they feel that their voice had been heard
Why would it be important to indenting and evaluate the impact of conflict on business reputation and legal liability?
Employees with bad body language can affect the amount of customers
Why should options to resolve a disputed be evaluated?
To evaluate impact to business
Identify three potential conflict incidences you may encounter
Customers who’s special needs haven’t been met
Dispute in the workplace
Drug or alcohol affected individual
As the last step when resolving conflict you should?
Implement best solution and complete required documentation
When evaluating conflicts and resolutions why should you communicate with the parties involved and seek and provide feedback?
Unsure all parties and individuals are satisfied and happy with the end result
Why would it be beneficial to evaluate and reflect on the conflict situation and the effectiveness of the solution implemented?
To insure solution is affective and the situation doesn’t happen again
Identify two possible causes of workplace conflict and provide an example of how each of them could be avoided therefore enhancing the workplace environment and making improvements
Port communication
Lack of information
